My airport wheelchair help did not arrive. What do I do now?

Go to the operating airline's check-in desk, gate, or service desk if you can. Say one clear sentence: “I requested wheelchair or guided help. I need it now.”

DOT says a traveler who requested assistance in advance needs to identify themselves to airline staff at the airport or gate to receive it. You do not need to tell a long story before asking for the next step.

Ask the employee for the meeting place, the expected next step, and who to ask if the help does not arrive. Keep the answer short enough to repeat to the next person.

If a different kind of help would work better for the traveler, say so. DOT says an airline cannot require a passenger with a disability to accept a specific form of assistance they did not request.

If the request is still not being handled, ask to speak with the airline's Complaint Resolution Official, often called a CRO, or a supervisor. A CRO is the airline's disability-accommodation expert and may be available in person or by telephone while the airline is operating.

Use a calm, specific request: “I requested airport assistance and it has not arrived. Please connect me with the CRO.”

Write down the airline, flight, gate or desk, the time, and the name or role of the person you spoke with if you can. Keep booking codes, identity documents, and payment information in the airline's secure account or another private place.

A short record helps the traveler or helper explain the problem without trying to remember every detail later.

If the traveler is in immediate danger or needs urgent medical help, call local emergency services or ask nearby airport staff for immediate assistance. Ternly does not monitor airport messages or provide emergency response.

For a disability-related airline issue that cannot be resolved at the airport, DOT publishes current information about the airline complaint process and its Disability Hotline. Check the official page for current availability and instructions.

Ternly can help a traveler or family prepare a short airport-assistance plan before travel. Ternly does not dispatch wheelchair staff, control airline or airport operations, provide legal or medical advice, or monitor a trip live.

Airline procedures can change. Confirm the current arrangement directly with the operating airline before departure.