♿

Wheelchair Damage Claim Tracker

Professional documentation for airline claims

Claimant Information

Full Name

Street Address

City

State

ZIP Code

Telephone Number

Email Address

Wheelchair/Device Information

Manufacturer

Model

Serial Number

Weight (unloaded)

Purchase Date

Purchase/Replacement Price

Vendor/Supplier

Configuration Type

Customizations / Special Features ℹ️ List ALL custom features - these often justify high replacement costs. Include: custom seating, specialized wheels, modifications, medical equipment, pressure relief systems, etc.

Incident Details

Incident Date

Airline

Flight Number

Ticket Number

Departure Airport

Arrival Airport

PIR Number

Damage Severity

Detailed Damage Description

Impact on Mobility and Travel ℹ️ Document EVERYTHING: missed appointments, business losses, health impacts, inability to move independently, emotional distress, additional expenses. This strengthens your claim for consequential damages.

Expenses & Financial Impact

Total Expenses

$0.00

Device Cost

$0.00

Grand Total Claim

$0.00

Contact & Claim Information

Airline Claim Agent

Airline Phone

Airline Email

Airline Claim Number

DOT Complaint Number

Attorney Name

Attorney Contact

Important Reminders

• Always take date stamped photos of the device before travelling
• Keep all original receipts and documentation
• Take photos/videos of all damage before any repairs
• Document all communication with the airline (dates, names, discussions)
• File DOT complaint at aviation.consumerprotection@dot.gov
• Airlines have absolute liability for wheelchair damage under ACAA
• Use Export (blue) to save progress, Import (green) to restore data

Your Rights & Available Resources

Federal law provides extensive protections for passengers with disabilities. Know your rights.

Your Legal Rights

Air Carrier Access Act (ACAA) - 14 CFR Part 382

Absolute Liability: Airlines are 100% liable for any damage to wheelchairs and assistive devices - no liability caps apply (14 CFR § 382.43)
Full Replacement Value: Airlines must repair or replace at full current market value, not depreciated value
Immediate Accommodation: Airlines must provide a suitable loaner wheelchair immediately if yours is damaged
Consequential Damages: You can claim for missed appointments, lost income, additional expenses, and emotional distress
No Waivers: Airlines cannot make you sign liability waivers for wheelchairs (14 CFR § 382.41)

Full regulation: 14 CFR Part 382 - Air Carrier Access Act

Department of Transportation (DOT) Regulations

Priority Handling: Wheelchairs must be the first items loaded and last items unloaded (14 CFR § 382.125)
Prompt Return: Airlines must return wheelchairs at the aircraft door or gate for gate-checked devices
Documentation Required: Airlines must provide written damage reports (PIR) immediately
No Time Limits: Unlike regular baggage (which has 24-hour limits), wheelchair damage claims have no federal time limit

Reference: DOT - Traveling with Wheelchairs

Where to File Complaints

1. DOT Aviation Consumer Protection Division

This is your most powerful tool. DOT tracks complaints and can pressure airlines to resolve claims.

• Email: aviation.consumerprotection@dot.gov
• Online Form: https://secure.dot.gov/air-travel-complaint
• Phone: 202-366-2220
• Mail: Aviation Consumer Protection Division, U.S. Department of Transportation, 1200 New Jersey Avenue SE, Washington, DC 20590

2. Airline's Complaints Resolution Official (CRO)

Every airline must have a CRO available 24/7 to handle disability-related complaints (14 CFR § 382.151)

• Ask airport staff to contact the CRO immediately
• CRO must be available at all times the airline operates
• Get the CRO's name and direct contact information

3. Disability Rights Organizations

• Paralyzed Veterans of America (PVA): pva.org - Free legal assistance for veterans
• Disability Rights Education & Defense Fund: dredf.org - (510) 644-2555
• National Disability Rights Network: ndrn.org - (202) 408-9514

Legal Assistance & Representation

If the airline refuses to provide fair compensation, consider consulting an attorney. Many work on contingency (no fee unless you win).

When to get an attorney:
- - Airline denies liability or offers inadequate compensation
- - Significant consequential damages (lost income, health impacts)
- - High-value custom wheelchair (over $10,000)
- - Airline is delaying resolution beyond 30 days
Find attorneys: Search for "aviation attorney" or "disability rights attorney" in your state, or contact your state bar association
Americans with Disabilities Act (ADA) claims: You may also have claims under the ADA (42 U.S.C. § 12101 et seq.) in addition to ACAA claims

Additional Resources & Information

• DOT Passengers with Disabilities Guide: transportation.gov/airconsumer/passengers-disabilities
• Airline On-Time Performance & Complaints Data: transportation.gov/airconsumer/air-travel-consumer-reports
• TSA Disability Notification Card: tsa.gov/travel/passenger-support
• Airline Accessibility Information: Each airline's website must have an accessibility section with their policies
• File FAA Safety Complaints: If airline handling created safety risks: hotline.faa.gov

Important: Know These Facts

✓ Airlines damaged or lost approximately 11,000+ wheelchairs in 2023 (DOT Air Travel Consumer Report)
✓ Under ACAA, there is NO LIABILITY CAP for assistive devices - airlines pay full value
✓ You can claim consequential damages - not just the wheelchair cost
✓ Airlines cannot require you to sign liability waivers for wheelchairs
✓ Filing a DOT complaint creates an official government record and often results in faster resolution
✓ The airline must provide prompt temporary replacement at their expense

Last updated: