Frontier Airlines says its facing 'widespread abuse' of wheelchair service

Frontier Airlines has reported a significant misuse of its wheelchair service, with passengers exploiting the system to gain priority boarding. CEO Barry Biffle highlighted the disparity in wheelchair use upon boarding and deplaning, noting that many who request assistance do not use it upon arrival. The airline is calling for a registration system and legislative action to curb this abuse and impose penalties on offenders.

Frontier Airlines has highlighted several negative implications of the abuse of wheelchair services on both other passengers and airline operations. Firstly, the misuse of wheelchair services to gain priority boarding and quicker access through security lines creates operational delays. These delays arise because the airline allocates resources, including staff and equipment, to assist those who falsely claim they need wheelchair assistance. This not only slows down the boarding process but also diverts attention from passengers who genuinely require assistance.

Moreover, there is a financial burden on the airline. Frontier Airlines' CEO Barry Biffle noted that each request for a wheelchair incurs a cost of $30 to $35 to the company5. This expense adds up, particularly when the service is exploited by a significant number of passengers. Additionally, this practice can lead to increased operational costs and potentially higher ticket prices as airlines may seek to recoup these losses.

The abuse of this service also impacts the experience of other passengers, particularly those with genuine disabilities. When resources are stretched thin by unnecessary wheelchair requests, it can lead to longer waits and reduced quality of service for those who truly need assistance. This not only affects the efficiency of airline operations but also undermines the trust and reliability of the services provided to passengers with disabilities.