A Paralympic athlete’s experience on a KLM flight earlier this year has highlighted systemic challenges disabled passengers face when flying. Hannah Babalola was told by crew she could not access an onboard aisle chair—a narrow wheelchair used to reach the toilet during flight—and faced an ultimatum: either forgo bathroom access or leave the plane. Despite having properly booked special assistance and having used such accommodations without issue on her outbound journey, Babalola was subjected to repeated justifications from crew, including safety concerns and claims she had not registered as a disabled passenger. Police and security found no wrongdoing when called. Desperate to complete her journey home to Chicago, Babalola reluctantly agreed to the crew’s demands, describing the experience as profoundly humiliating.
This incident reflects a broader pattern documented by multiple sources examining disabled air travel. A report published last July by the National Centre for Accessible Transport found that passengers with access needs outside conventional models face ongoing struggles securing accommodations, with disabled travelers reporting negative treatment rooted in staff misunderstandings and stereotypes about disability. Research conducted by Sarah Richardson examining 36 disabled travelers globally revealed that half encountered problems almost constantly, with more than 83 percent experiencing significant stress and anxiety. Many respondents reported restricting food and drink intake or wearing protective undergarments to manage the challenge of inaccessible onboard toilets on long flights.
Accounts from numerous disabled travelers reveal recurring problems across multiple airlines. Wheelchair users frequently receive their mobility devices back damaged after flights. One passenger’s electric wheelchair was so badly damaged on an Emirates flight that he became confined to his home, unable to attend medical appointments or conduct basic activities until the airline eventually intervened following media attention. Similarly, travelers with muscular dystrophy and other conditions report improper handling during transfers and crews unfamiliar with safe transfer techniques. Even high-profile figures report mistreatment; Brazil’s former top-ranked wheelchair tennis player was initially denied boarding on a British Airways flight unless she purchased an expensive additional ticket for a caregiver.
Experts and advocates attribute these problems to systemic design failures and insufficient staff training. As travel infrastructure has become increasingly automated for efficiency, accessibility has been relegated to conditional service rather than integrated into system design. Transport staff frequently possess limited understanding of disability, making assumptions that restrict services—such as assuming someone who can walk in limited circumstances needs no assistance navigating aircraft. Sophie Morgan, a disability rights campaigner and TV presenter, argues airlines are indifferent to these violations despite full awareness of the issues, describing the situation as a crisis requiring urgent attention and rebranding as such to spur meaningful change.
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