Picture this travel scenario. You’ve carefully planned the trip. Confirmed all the accessible accommodations. Secured transportation. Packed medications and charging cables. Then, after your flight lands, your wheelchair or scooter arrives damaged. This is a nightmare scenario that can quickly ruin trip.
During my recent travels Maine, this is the exact scenario I faced as my mobility scooter took some major damage in transport.
For travelers who rely on mobility devices, this scenario is more than frustrating, it can threaten independence, safety, and the ability to enjoy a destination.
Unfortunately, reports of damaged wheelchairs and scooters remain a concern for air travelers with disabilities. If it happens to you, knowing the right steps to take can protect your rights and help you get back on track as quickly as possible.

Inspect Your Mobility Device Immediately

As soon as your wheelchair or scooter is returned, perform a thorough inspection before leaving the airport.
Look for:
• Bent or broken components
• Damaged armrests, footrests, or side guards
• Missing cushions or parts
• Cracked frames or plastic panels
• Malfunctioning joysticks or controls
• Battery damage
• Tire problems
• Unusual noises or performance issues
Take clear photographs and videos of any damage. Capture close-up and wide-angle views to show the full extent of the problem.
Even if the damage seems minor, document it. Small issues can worsen once you begin using the device.

Report the Damage Before Leaving the Airport

This is one of the most important steps. The moment I saw the damage on my scooter, I reported it and a claim was immediately opened.
Immediately visit the airline’s baggage service office and file a mobility device damage report.
Ask for:
• A claim number
• Written confirmation that the report was submitted
• Contact information for the airline’s accessibility or claims department
Do not rely solely on a verbal conversation. Having a written record can help if disputes arise later.

Explain How the Damage Affects You

When filing your report, don’t just describe the physical damage.
Explain how the issue impacts your mobility and daily activities.
For example:
• The chair no longer operates safely.
• The joystick is difficult to control.
• The scooter cannot be used independently.
• The damage prevents transfers or proper seating.
Helping airline representatives understand the real-world impact may speed up efforts to repair or replace the equipment.
In my case, while the scooter took a beating, it was still (barely) functional. I lost the light switch and the entire tiller was wobbly and the steering area was cracked, along with some cosmetic damage. I still managed to use my scooter for the remainder of the trip and did not need a loaner.

Tips for Filing a Strong Airline Claim

Many travelers are unsure what information to include in a claim. The stronger your documentation, the better.
Gather Essential Documentation
Keep copies of:
• Boarding passes
• Baggage claim tags
• Wheelchair check forms
• Damage reports
• Photos and videos
• Repair estimates
• Correspondence with the airline
Create a dedicated folder on your phone or laptop to keep everything organized.

Be Detailed and Specific

Instead of stating:

“Wheelchair damaged.”

Write:

“Left armrest bent approximately two inches inward. Joystick housing cracked. Chair powers on but pulls unexpectedly to the left, making safe operation difficult.”

Specific descriptions help claims representatives understand the severity of the situation.

Follow Up in Writing

After speaking with airline staff, send follow-up emails whenever possible.
Written communication creates a paper trail and reduces misunderstandings.

Request Repair Estimates Quickly

Contact the manufacturer or an authorized repair provider as soon as possible.
Professional documentation often strengthens reimbursement and replacement requests.
In my case, my claim was handled by a third-party company called Global Repair Group. They were amazing to deal with and their communication throughout the process was amazing.

Track Extra Expenses

Save receipts for:
• Accessible transportation
• Temporary equipment rentals
• Emergency repairs
• Additional lodging costs related to mobility challenges
These expenses may become part of your claim.

Ask About Temporary Mobility Equipment

If your wheelchair or scooter is unusable, ask the airline what accommodations are available while repairs are being arranged.
A temporary solution won’t always meet every need, but travelers should not be left without a usable mobility device.
If a loaner chair doesn’t meet your requirements, explain why and ask for alternatives.

Don’t Accept “It’s Just Luggage”

Mobility devices are not ordinary baggage.
A wheelchair or scooter is a critical assistive device that enables independence, work, travel, and participation in everyday life.
When discussing a claim, emphasize that the damaged equipment is an essential mobility aid, not a convenience item.

Keep Advocating for Yourself

Claims processes can be slow and frustrating.
Stay professional but persistent.
Keep notes that include:
• Dates
• Times
• Employee names
• Phone calls
• Emails
• Promised actions
If updates stop coming, follow up.
Many travelers report that consistent communication helps keep claims moving forward.

Preventive Steps Before You Fly

While damage cannot always be prevented, these strategies may help:
• Photograph your wheelchair before departure.
• Label removable parts.
• Carry operating instructions for airline staff.
• Remove cushions and loose accessories when possible.
• Provide handling instructions to ground crews.
• Carry essential repair tools and spare parts if appropriate.
Preparation won’t eliminate risk, but it can improve outcomes if something goes wrong.

Don’t Let a Damaged Wheelchair End the Journey

A damaged wheelchair or scooter can feel overwhelming, especially when it happens at the beginning of a long-awaited trip.
But knowledge is power.
Document everything. Report damage immediately. File a detailed claim. Keep records. Reach out for support. And don’t hesitate to advocate for the equipment and accommodations you need.
Accessible travel isn’t just about ramps, elevators, and accessible hotel rooms. It’s about ensuring that travelers with disabilities can move through the world with dignity, independence, and confidence.

My Resolution Was a Happy Outcome

When I saw my scooter damaged severely on my American Airlines flight, I was actually at the tarmac about to head to a transfer. I was so upset and frustrated. I had another flight to catch and this was the last thing I needed to deal with.
Thankfully, the airport representative I spoke with called ahead to my final destination airport to start the claim process for me there (so I wouldn’t miss my flight).
Since my scooter was functional, I didn’t let it tarnish my amazing New England vacation. And when I got home, I had already received emails and phone calls from the claim company who communicated all along the way.
After they were unable to acquire replacement parts to fix my EV Transport scooter, they offered me alternative scooters to choose from as a brand new replacement.
What I found most surprising is that I never once had to really advocate for myself. This company was ahead of things and they were the first to offer a brand new replacement. I was fully expecting a low-ball check to be sent to me with a half-ass apology to go with it.
Much to my surprise it wasn’t that at all. And what could’ve been disastrous turned into wonderful customer service from Global Repair Group and American Airlines by proxy.

Follow Along: Watch my YouTube Channel and TikTok to see which scooter I chose and keep following us on AbleTravels.com to see why I chose the scooter I did.