Reducing Damage to Powered Mobility Devices Does More than Reduce Costs

Powered Mobility Devices are More Important Than You Think

Some airlines have long struggled with the logistical challenges of transporting expensive powered wheelchairs. These essential mobility devices, which often cost tens of thousands of dollars, are not only vital to their users but also delicate and complex. Mishandling or damaging these devices can lead to hefty repair or replacement costs, regulatory fines, and, most critically, the erosion of customer trust. However, when airlines invest in better handling procedures for powered wheelchairs and scooter, the benefits are twofold: operational costs decrease, and customer satisfaction rises significantly.

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Reducing Costs Through Efficiency

Transporting powered wheelchairs requires care and precision, but some airlines rely on outdated or inconsistent processes. Mishandling these devices can result in damages that cost thousands of dollars per incident. According to the U.S. Department of Transportation, airlines reported over 11,000 incidents of mishandled wheelchairs and scooters in 2022 alone, translating into millions in expenses.

By adopting standardized handling procedures and investing in realtime instructions for ground crews, airlines can dramatically reduce the likelihood of damages. Tech with detailed disassembly instructions, proper loading and securing techniques, and readily available and easy-to-use tools can greatly streamline operations--reducing load and unload times by more than 3X. These measures not only minimize the costs associated with repairs and replacements but also reduce delays caused by last-minute wheelchair mishaps, improving overall operational efficiency.

Boosting Customer Satisfaction

For passengers who rely on powered wheelchairs, those devices are not just fancy gizmos, but in a real way are important to them as arms and legs are to non-users. When their device is damaged in even a minor way, it personally affects them in deep ways. Because of this, air travel often comes with a heightened sense of anxiety. Will their wheelchair arrive intact? Will they face mobility challenges upon landing? When airlines demonstrate a commitment to safeguarding these critical devices, they send a powerful message of respect and inclusion to their passengers.

For airlines who have enhanced wheelchair handling practices, they receive fewer complaints and a significant boost in customer trust. Satisfied customers are more likely to become repeat travelers, leave positive reviews, and recommend the airline to others. Additionally, accessible and disability-friendly practices can open doors to a wider customer base, including advocacy groups and organizations dedicated to accessible travel.

The Path Forward

Investing in better handling procedures for powered wheelchairs is not only an ethical imperative—it’s a sound business strategy. Airlines that prioritize accessibility and care can reduce costs, avoid reputational risks, and gain a competitive edge. By putting passengers’ needs first, airlines can create a win-win scenario where both the bottom line and customer satisfaction soar to new heights.

Contact Skyabl today to learn how quickly you can implement enhanced handling instructions in your system.