- A Twitter user sparked a conversation about wheelchair requests at the gate, referring to it as a ‘scam.’
- Many people shared their opinions on the legitimacy of these requests and whether some individuals abuse them to board flights early.
- Southwest Airlines stated that they are unable to question the validity of preboarding requests due to the invisible nature of many disabilities.
Southwest Airlines issued an apology to a Twitter user who shared a photo of wheelchair users at a gate and accused them of participating in a “pre-boarding scam.”
On Twitter, user @trendready (Paul) alleged that passengers were using wheelchairs they didn’t actually need in order to board Southwest flights early. Along with the tweet, Paul attached a photo showing a line of passengers in wheelchairs waiting to board.
“20 passengers boarding using a wheelchair and probably only 3 need one to deplane,” Paul wrote in the tweet, which has received over 300 responses, including a response from Southwest.
“We apologize for any disappointment, Paul,” responded Racquel, a customer service representative from the Southwest account. “We work hard to maintain the integrity of the boarding process while providing appropriate accommodations for all who fly with us.”
“Since many disabilities aren’t visible, we’re unable to question the validity of preboarding requests,” the statement continued. “We appreciate your feedback and hope to create more pleasant memories next time.”
—Southwest Airlines (@SouthwestAir) June 24, 2023
Paul’s tweet generated various responses. One Twitter user, who identified as a traveler with disabilities, mentioned that unnecessary wheelchair requests had caused them delays. “I actually have to wait sometimes up to 45 mins for them to get my wheelchair and have often missed my connection,” said the user NeenaNizar. “People who really need wheelchairs are impacted by those who don’t.”
Another user suggested that Southwest should require travelers with wheelchairs who board first to be the last to deplane, allowing the airline to investigate if necessary. “If they don’t, the airline should be able to give them a call and find out what gives,” they wrote.
“This is the equivalent of people using handicap parking spaces when they don’t have placards or license plates,” another user expressed. “It’s disgusting.”
In subsequent tweets, Paul mentioned that his first flight was canceled and he had incurred a cost of $140 for roundtrip Uber fares to and from the airport. The next day, he claimed to have encountered further evidence of the alleged scam. “4 wheelchairs to board 6 to get off. 56% scammers,” he wrote.
—Southwest Airlines (@SouthwestAir) June 26, 2023
Two Southwest representatives responded again, stating, “Our preboarding policy is in compliance with ACAA requirements and allows us to provide appropriate accommodations for all who fly with us. Nevertheless, we acknowledge your frustration, and we appreciate you sharing your perspective.”
The Air Carrier Access Act (ACAA), passed in 1986, prohibits discrimination against individuals with disabilities in commercial air transportation, according to the Department of Transportation website. One provision of the act states that airlines cannot require advance notice of a person with a disability traveling.
Insider has reached out to Southwest Airlines and Paul for comment, but has not received an immediate response.
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