A Wheelchair Scam on Southwest Airlines?

Are they scamming the airline? Many people are wondering about Southwest Airlines’ wheelchair policy after one passenger became livid on a recent flight.

A Florida man’s post on social media went viral after he counted more than 20 people who needed wheelchair assistance to board a Southwest flight, but only three needed assistance when departing the plane. 

The man accused all airlines of being hit by the pre-boarding scam and received dozens of replies supporting his opinion.

Pre-boarding scam at @SouthwestAir 20 passengers boarding using a wheelchair and probably only 3 need one to deplane. pic.twitter.com/3WyKuSWdtt

— Paul (@trendready) June 24, 2023

@SouthwestAir. The wheelchair scam continues this morning. How do a family of 'C' boarding Pre-board? Get grandma to sit in a wheelchair. Now the whole family (5) gets to accompany her. pic.twitter.com/JORUPaXdMr

— Paul (@trendready) June 25, 2023

Southwest responded on Twitter by saying, “Since many disabilities aren’t visible, we are unable to question the validity of pre-boarding requests.” 

In other words, airlines are relying on the integrity of passengers.

Hey, Paul! Our preboarding policy is in compliance with ACAA requirements and allows us to provide appropriate accommodations for all who fly with us. Nevertheless, we regret if you were disappointed with your experience, and we appreciate you sharing your perspective. -Amanda

— Southwest Airlines (@SouthwestAir) June 25, 2023

Southwest offers accessible travel assistance, including wheelchair service. The policy states travelers “must identify themselves as needing wheelchair assistance upon arrival to the airport, at any connection points and upon arrival to their destination. Wheelchair assistance is available from airport to/from gates and between gates for connecting flights.”

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