There is growing speculation about Southwest Airlines’ wheelchair policy following a recent incident where a passenger expressed his anger.
The incident gained viral attention after a man from Florida noticed that more than 20 passengers needed wheelchair assistance to board a Southwest flight, but only three required assistance when leaving the aircraft.
The man accused all airlines of being involved in a pre-boarding scam and received support from numerous individuals.
Pre-boarding scam at @SouthwestAir 20 passengers boarding using a wheelchair and probably only 3 need one to deplane. pic.twitter.com/3WyKuSWdtt
— Paul (@trendready) June 24, 2023
@SouthwestAir. The wheelchair scam continues this morning. How do a family of ‘C’ boarding Pre-board? Get grandma to sit in a wheelchair. Now the whole family (5) gets to accompany her. pic.twitter.com/JORUPaXdMr
— Paul (@trendready) June 25, 2023
Southwest responded on Twitter by stating, “Since many disabilities aren’t visible, we are unable to question the validity of pre-boarding requests.”
In other words, airlines rely on passengers’ honesty.
Hey, Paul! Our preboarding policy is in compliance with ACAA requirements and allows us to provide appropriate accommodations for all who fly with us. Nevertheless, we regret if you were disappointed with your experience, and we appreciate you sharing your perspective. -Amanda
— Southwest Airlines (@SouthwestAir) June 25, 2023
Southwest Airlines offers accessible travel assistance, including wheelchair service. According to their policy, passengers must identify themselves as needing wheelchair assistance at the airport, during connections, and upon arrival at their destination. Wheelchair assistance is available from the airport gates and between gates for connecting flights.
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