Flying to America with a Disability: Seven Essential Hacks for British Travellers

TLDR:

Heading to the United States this summer? This guide breaks down key legal differences between the UK and the U.S., offers practical tips for navigating airports and flights, and arms you with the knowledge to advocate for your rights while travelling with a disability. Whether you’re going as a family, carer, or passenger with lived experience, you’ll know what to expect, what to do if things go wrong, and how to access support across the Atlantic.

1. Understanding U.S. Disability Laws: ACAA and ADA

Unlike the UK, where airport assistance falls under EC1107/2006 and the Equality Act, the U.S. system is built around two main laws: the Air Carrier Access Act (ACAA) and the Americans with Disabilities Act (ADA). ACAA airline policies prohibit discrimination by airlines and covers all flights to, from, or within the U.S., including foreign carriers. Meanwhile, the ADA governs physical accessibility at airports, transport hubs, and public spaces.

2. Assistance Is Airline-Managed, Not Airport-Managed

This distinction matters: unlike in the UK and Europe, where airports are responsible for assistance, it’s the airlines that handle accessibility support in the U.S. This means your experience can vary depending on the carrier you’re flying with.

So, what does that look like in practice? In the UK, you’re often directed to a separate assistance desk at the airport. In the U.S., however, the airline oversees all aspects of support, including wheelchair assistance, help with boarding, and gate-to-gate transfers. While booking assistance in advance typically still happens through the airline in both regions, the difference lies in who delivers that service when you arrive.

When flying from the UK, the airline forwards your request to the airport’s special assistance team. In the U.S., the airline coordinates and delivers the service directly. You may not find a dedicated assistance desk in the terminal. However, for the most accurate guidance, it’s always best to check with your airline before you travel as they’ll be able to confirm exactly how support will be arranged for your journey.

For the most accurate guidance, it’s always best to check with your airline before you travel as they’ll be able to confirm exactly how support will be arranged for your journey. Visit your airline’s disability services page, like Delta or United, to check policies. If you’re flying with a carrier like American Airlines or JetBlue, they too will have specific contacts and request forms for accessibility needs.

3. The Role of the Complaints Resolution Official (CRO)

Every U.S. airport must have a Complaints Resolution Official (CRO) on duty during operating hours. These staff are specially trained and empowered to resolve accessibility issues on the spot. Hopefully everything will run smoothly, but if anything goes wrong, such as denied boarding, damaged equipment, or missing assistance, ask to speak to the CRO immediately.

For instance, in 2022, a passenger with a disability encountered an issue when airline staff were unaware of the proper procedures for accommodating her service animal. She requested to speak with the airline’s Complaint Resolution Official (CRO). The CRO promptly intervened, clarified the airline’s obligations under the Air Carrier Access Act, and ensured that the passenger and her service animal were accommodated appropriately. This incident underscores the importance of knowing your rights and the role of the CRO in resolving accessibility issues. You can read more about the responsibilities of a CRO here.

4. Equipment and Medical Devices: Know the Rules

Battery-powered mobility aids are permitted on U.S. flights under the Air Carrier Access Act (ACAA). Airlines are generally not allowed to require advance notice for passengers with disabilities. However, there are important exceptions when it comes to powered wheelchairs and similar devices, especially for smaller aircraft.

For aircraft with fewer than 60 seats, airlines may require up to 48 hours’ notice and that you check in at least one hour before the general check-in time. This is due to limited space and weight considerations and would only be relevant if you take a shorter, regional flight after your transatlantic crossing. For aircraft with 60 or more seats, airlines can request early check-in (one hour before the standard cut-off) but must still make reasonable efforts to accommodate the device if you arrive later. Full guidance is available from the CFR § 382.27.

Airlines must accept battery-powered mobility aids as checked baggage unless the aircraft’s design or safety regulations prevent it. Details on handling and battery types, such as spillable, non-spillable, and lithium-ion, are outlined in CFR § 382.127. Non-spillable batteries generally do not need to be removed, but leaking or inadequately secured batteries may require separate packaging.

So, what should you do in practice?

• Notify your airline about your mobility aid, even if it’s not strictly required, at least 48 hours before departure to ensure smooth handling.
• Carry printed device specifications, battery type confirmation, and any manufacturer safety statements.
• Arrive early at the airport to allow sufficient time for check-in and inspection if needed.

These steps help to ensure your equipment is safely handled and that your rights under the ACAA are respected. You can find more detailed guidance in the DOT’s draft technical assistance manual.

5. Service Animals: Only Task-Trained Animals Recognised

As of December 2020, emotional support animals (ESAs) are no longer recognised as service animals under the U.S. Air Carrier Access Act (ACAA). Under the new rule, only dogs individually trained to perform specific tasks for a person with a disability are considered service animals.

Airlines may require passengers travelling with service animals to complete the official DOT Service Animal Air Transportation Form, which confirms the dog’s behaviour, health, and training. This form should typically be submitted at least 48 hours in advance.

To fly, the dog must be harnessed, leashed, or tethered at all times in the airport and onboard the aircraft. The animal must fit within your foot space and behave appropriately in a busy travel environment. Airlines are permitted to deny boarding to animals that are aggressive, disruptive, or unclean.

Although ESAs are no longer accepted under the ACAA airline policies, they may still be transported as pets, subject to airline pet policies and applicable fees. Always check your airline’s current guidelines before travelling.

6. Cultural and Communication Differences

In the U.S., directness is key. Staff are generally not trained to offer unsolicited help; you must ask. The term “carer” is less common: use “caregiver” or “personal assistant” for clarity. U.S. staff may be more inclined to stick strictly to policy to avoid potential litigation, so you may need to be clear and assertive about what you need.

We also recommend travelling with a letter explaining your condition, your support needs, and references to relevant U.S. law (e.g., “This passenger is entitled to support under the Air Carrier Access Act”).

7. What To Do If Something Goes Wrong

If you encounter issues such as denied assistance, damaged equipment, or discriminatory treatment during your flight, it’s essential to take the following steps to address the situation effectively:

1. Request Immediate Assistance: Ask to speak with the airline’s Complaint Resolution Official (CRO), who will be trained to resolve disability-related issues promptly.
2. Document the Incident: Keep detailed records, including dates, times, names of airline personnel involved, and any communications or responses received. Photographs of any damage or relevant situations can be invaluable.
3. File a Complaint with the U.S. Department of Transportation (DOT): If the issue remains unresolved, submit a complaint to the DOT’s Aviation Consumer Protection Division. You can file online using the Air Travel Service Complaint or Comment Form or send a letter to:
   Aviation Consumer Protection Division, C-75
   U.S. Department of Transportation
   1200 New Jersey Avenue, SE
   Washington, DC 20590
   For more information, visit the DOT’s page on filing a consumer complaint.
4. Utilise the DOT Disability Hotline: For immediate assistance, especially in time-sensitive situations, contact the DOT’s Disability Hotline at 1-800-778-4838. This hotline is available Monday through Friday, 9:00 AM to 5:00 PM Eastern Standard Time, which is 5 hours behind UK time.
5. Engage with Advocacy Organisations: Consider reaching out to US disability rights organisations for support and guidance. They can provide resources and may assist in advocating on your behalf.

By taking these steps, you help ensure not only that your rights are upheld but also contribute to broader efforts to improve accessibility and service for all passengers with disabilities.

Planning Tips for Families and Carers

Plan extra time for everything. Bring all medical letters, insurance documents, prescriptions, and mobility aid specs. Make sure your travel insurance covers replacement of assistive tech and includes U.S. healthcare providers.

If you’re heading to a theme park, such as Disney, apply for a Disability Access Pass in advance to make the day as enjoyable as possible. Airports like New York JFK and Atlanta also offer sensory rooms – they’re extremely busy airports, so it’s worth bearing in mind if you need some time to unwind before or after your flight.

Beyond the Terminal: Hotel, Transport, and Tourism Access

Under the ADA, hotels must offer accessible rooms. Booking sites like Booking.com or Expedia often allow you to filter for “wheelchair access.” Still, follow up directly with the hotel to confirm features like roll-in showers or step-free access.

Ride-share services like Uber and Lyft offer wheelchair-accessible vehicles (WAVs) in many major U.S. cities. But availability varies, so plan alternatives.

Changing Places facilities are rare in the U.S., but most airports offer accessible toilets, although few match UK standards. Plan comfort breaks accordingly, especially with children or companions with complex care needs.

Key Legal Differences at a Glance

Real Stories, Real Lessons

Our research at Access-air-bility highlights frequent issues like inconsistent service, lack of staff training, and communication barriers. One UK wheelchair user told us they were “laughed at during security” for their medical devices. Another had their assistance request missed entirely on arrival into the U.S.—and it wasn’t the airport’s fault, but the airline’s.

You can read more experiences in our lived-experience study and our neurodiversity report.

Final Thoughts: Know Your Rights, Speak Up, Travel Smart

Flying to America with a disability can be empowering and joyful, but it requires planning and knowledge. The ACAA and ADA give you strong protections if you know how to use them. Be proactive, be clear, and don’t hesitate to escalate if things go wrong. Most importantly, share your experience to help others and shape change.

Share Your Experience

Flying to the U.S. this summer? We’re here to amplify your voice. Help us build a better picture of transatlantic accessibility. Fill out our quick minute survey or submit a longer account via our full experience form.

Want to Help Shape the Future?

We’re building our advisory panel and would love your insight. Whether you’re an airport staff member, a passenger with lived experience, or a policymaker, your voice matters. Join the Access-air-bility Advisory Panel today.

You can also complete our quick feedback form or share your detailed thoughts via our full experience survey. Prefer a conversation? Get in touch through our contact form and we can arrange to speak with you at a convenient time. Let’s work together to create accessible, empowering air travel for all.