"Rampant Abuse" of Wheelchair Assistance at Airports, Says Frontier Airlines CEO

Barry Biffle, CEO of Frontier Airlines, has raised concerns about the widespread misuse of airport wheelchair services. The 1986 Air Carrier Access Act requires airlines to provide wheelchairs for passengers with disabilities. However, Biffle claims that many travelers exploit this service without genuine need.

"There is massive, rampant abuse of special services. There are people using wheelchair assistance who don't need it at all," Biffle stated during a Wings Club luncheon in New York. He noted instances where as many as 20 passengers requested wheelchairs at departure, but only three used them upon arrival. "We are healing so many people," he joked.

Biffle stressed the financial burden this misuse places on airlines, costing Frontier between $30 and $35 per request. Furthermore, it causes delays for those passengers who genuinely require assistance. He suggested stricter penalties for those who abuse the service. "Everyone should be entitled to it who needs it, but you park in a handicapped space, they will tow your car and fine you," he told CNBC.

This issue is not unique to Frontier Airlines. In July 2022, John Holland-Kaye, then-CEO of London's Heathrow Airport, noted that some travelers were using wheelchair services as a way to bypass airport queues. "If you go on TikTok, that is one of the travel hacks people are recommending," he said, urging travelers not to exploit the service.

John Morris, a triple amputee and founder of WheelchairTravel.org, acknowledged the complexity of the issue, noting that disabilities can vary widely and might not always be visible. "Disability impacts people in a lot of different ways," he said. While he agreed that abusers should face consequences, he emphasized the challenge of implementing such measures fairly.

Earlier this year, the Department of Transportation introduced new regulations designed to reduce wheelchair damage caused by airport ground handlers and to guarantee that travelers with disabilities receive timely assistance.

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