ORD Airport Wheelchair Assistance

The facilities at Chicago O’Hare International Airport (ORD) in Chicago, Illinois, are fully compliant with the ADA and the Air Carrier Access Act (ACAA). The purpose of this compliance is to ensure that passengers requiring mobility assistance are provided with adequate facilities, such as wheelchair assistance, at O’Hare.

Important Information: Wheelchair assistance at Chicago O’Hare International Airport is strictly managed by the airlines operating at ORD. This means the airport itself does not provide any wheelchair facility.

How to Request Wheelchair Assistance at ORD Airport

Requesting wheelchair service at the ORD Airport involves a few simple steps to follow, and it is recommended to plan the service to avoid inconveniences.

• Steps to Arrange: To arrange wheelchair service at Chicago O’Hare International Airport, contact your airline either when booking your ticket or 48-72 hours before your departure.
• If You Forget: Should you forget to make the arrangement in advance, you will still be able to request wheelchair service at your airline check-in desk or curbside from a skycap. Nevertheless, in such a case, you will likely experience delays.
• Specify Your Requirements: Let the airline know what kind of service you require – whether it is an electric wheelchair, manual wheelchair, help getting into or out of it, assistance with service animals, or anything else.
• When You Arrive: At the airport, let airline staff or your gate attendant know you need assistance, and they will provide a full range of services.

Services Provided (usually provided by the airline)

O’Hare Airlines usually provides the following services to assist mobility-impaired travelers:

• Wheelchair assistance from the pickup point to the check-in counter, enabling the traveler to access the airport terminal building without difficulty.
• Accompaniment to the security screening point, as well as to TSA if involved.
• Navigating the terminal facility and moving around inside it, including traveling between different terminals using the Airport Transit System train service.
• Wheelchair assistance from the gate to the plane, including providing an aisle chair for boarding, where needed, and assistance with settling into your seat.
• Upon landing, helping deplane, move to the luggage collection area, and exit the airport.

Please Note: Wheelchair assistance service is offered free of charge at Chicago O’Hare International Airport (ORD). This is according to regulations of the Air Carrier Access Act, which makes it mandatory for passengers needing wheelchair assistance to use such facilities without paying any tips. Passengers can, however, offer a tip at their own discretion.

Where to Request ORD Airport Wheelchair Assistance

The wheelchair services at Chicago O’Hare International Airport can be requested regardless of whether you are traveling for departure or arrival.

• For Departure: Place your request for wheelchair service from the check-in counter of your air carrier. Refrain from going to the airport information counter, as the wheelchair services are the duty of the air carriers.
• For Arrival: The wheelchair assistance service should be available at the arrival gate, the luggage pickup zone, or other arrival points. Make your request as soon as you can on the plane so you can make appropriate arrangements.

Arrival at ORD with Assistance in a Wheelchair

To make your journey hassle-free, if you will need wheelchair assistance, plan to arrive at the airport early.

• If you are departing on a domestic flight, you should be at the airport 2 hours before departure and 3 hours if the flight is international.
• If you will be traveling with an electric wheelchair or scooter, it would be wise to arrive at the airport early enough.

Airlines Providing Wheelchair Assistance at ORD Airport

All airlines operating out of Chicago O’Hare Airport (ORD) are mandated to offer complimentary wheelchair assistance services in compliance with the Air Carrier Access Act (ACAA). Wheelchair assistance is provided through the airlines and carried out by certified ground service agents. ORD has four main terminals (1, 2, 3, and 5) linked through indoor passages and ATS.

Terminal 1 (United Airlines Hub)

ORD Terminal 1 is the major hub for United with Concourses A, B, and C.

• United Airlines: United Airlines is a major airline and provides the best wheelchair assistance through specially assigned staff in all concourses.
• Air Canada and Lufthansa: Excellent wheelchair services with excellent connectivity for transferring passengers.

Terminal 2

Terminal 2 mainly operates domestic flights with limited regional flights.

• Spirit Airlines, Frontier Airlines & JetBlue: Fastest wheelchair assistance in check-in and security.
• Other Domestic Airlines: Regular wheelchair assistance offered on request.

Terminal 3 (American Airlines Hub)

Terminal 3 is home to American Airlines with Concourses G, H, K and L.

• American Airlines: Offers full wheelchair assistance in all four concourses with professional personnel for both domestic and international travel.
• Delta Air Lines, Southwest Airlines and Alaska Airlines: Dependable Meet and Assist service from check-in to boarding.

Terminal 5 (International Terminal)

Terminal 5  handles most international arrivals and departures.

• British Airways, Lufthansa, Air France, KLM, Aer Lingus, Turkish Airlines, Qatar Airways, Emirates and other International Airlines: Professionally run ground services providing full escort from security and immigration through to the flight.
• United and American Airlines on selected international flights: Assistance throughout custom and border control process.

NOTE: Wheelchair assistance services at ORD airport are provided free of charge. It can be arranged via your airline at the time of reservation or a minimum of 48 hours in advance to get better services. However, if you need services on the spot, then you can contact the check-in counters or the Skycap area. In case you use an electric wheelchair or have specific requirements, then inform your airline in advance.

Types of Wheelchairs Available (Manual or Electric)

Both airlines and ground transport facilities at ORD can provide you with manual wheelchairs that can be used within the airport terminals.

• Manual wheelchairs are available from your airline or its contracted personnel to help you get to the gate after check-in, security screening, and luggage retrieval.
• If you have an electric wheelchair or scooter, it will likely be checked at the ticket counter and stowed in the aircraft’s cargo hold. The manual wheelchairs will then be made available to you for use within the terminal.
• You may be required to switch to a narrow aisle wheelchair for boarding/deplaning of the aircraft. Always ensure that you check the battery policy of your airline company; dry cells and gel batteries are recommended.

Airport Accessibility Features at ORD

Chicago O’Hare International Airport is a hub that offers a range of accessibility services for individuals with special needs.

• Accessible Parking/Drop-Off Location: There are over 250 ADA-compliant accessible parking spaces located in the parking lots and structures, with curb cuts, accessible paths of travel, and close proximity to entrance gates.
• Ground Transportation: There are wheelchair accessible modes of transport such as kneeling shuttle buses, taxi and rideshare services, and the CTA Blue Line train with elevators at the O’Hare station.
• Elevators/escalators: There are elevators with Braille and tactile numbering which provide access to all terminal levels. It is advised that passengers utilize elevators instead of escalators.
• Bathrooms: All bathroom facilities in the airport are accessible for wheelchair users. There are also companion/family bathrooms and all-gender bathrooms available.
• Amenities: Wheelchair-accessible dining facilities and seating areas, relief areas for service animals (before and after passing through the security checkpoint), and wheelchair-maintenance facilities.
• Others: Hidden Disabilities Sunflower Lanyard system for passengers who require extra assistance, changing rooms (including adult changing tables and showers) in selected terminals, and others.

Wheelchair Assistance in ORD Airport – Contact Information

Should you need any information on assistance with mobility impairments at ORD Airport, please contact the following person:

ADA Coordinator / Accessibility Services

• Telephone: 773-894-3728
• E-Mail: ORD_ADAcoordinator@cityofchicago.org (Monday-Friday, 9 AM- 5 PM Central Time)
• General Airport Information: 773-686-2200 or FlyChicago.com
• Your Airline: Contact your airline’s reservation line or accessibility desk directly

Common Wait Times & What to Expect

Since ORD is a hub airport, pre-arranged wheelchairs will arrive in a relatively timely fashion. If, however, a passenger asks on the spot at check-in, wait times could be 10-30 minutes or more, depending on peak traffic (early morning and late afternoon).

TSA Security Assistance

The Transportation Security Administration (TSA) provides additional assistance for disabled travelers at the ORD airport to ease the process of getting screened.

For assistance from the TSA Cares team, you can contact them using the toll-free telephone number of 1-855-787-2227. It is advisable that you give at least 72 hours of prior notification. The TSA will assist in the process of screening only.

Connecting Flights & Layovers at Chicago O’Hare International Airport

If you have a connecting flight at ORD, continuous wheelchairs can be provided by asking for them in advance.

• When time is tight, ask for wheelchairs to be provided at each segment, so that when you disembark at one gate, someone will assist you to the next.
• The ATS train provides assistance in moving between terminal buildings.

Special Arrangements for Children and Senior Travelers

The airport will provide special arrangements for families with children and senior passengers who have difficulty with movement.

• Children who use wheelchairs and walking aids may usually board the plane before others and be assigned comfortable seats in the aisle areas.
• Senior passengers should inform the airline about their preference for a slower pace and more breaks.
• Make sure to indicate the passenger’s age or other requirements clearly to the airline personnel.

What to Bring or Prepare (Pre-Travel Checklist)

Preparation ensures smooth travelling using wheelchair assistance:

• Make sure that your own wheelchair is fully charged, together with all relevant papers (type of battery, manual, etc.).
• Have a carry-on personal bag containing any medication, identification, charger, food, and relevant papers.
• Take with you proof that you have arranged special assistance for yourself.
• Wear loose clothing and easy shoes to take off during boarding and security check.

Language Assistance and Accessibility Apps at ORD

The Chicago O’Hare International Airport is dedicated to making your travels easier by providing various apps that cater to passengers who require any assistance. These include language assistance as well as help navigating through the airport.

• Language Assistance: Language assistance is available at Chicago ORD through multilingual signage. Information is made available in English and Spanish. Also, airport and airline employees will gladly assist anyone who requires language assistance. Many airlines also offer translation services.
• Terminal Navigation: Information on flights, boarding gates, terminals, and accessibility facilities is available on the official FlyChicago website, airport navigation apps, and airline apps.
• Relay and TTY Services: Passengers who have a hard time hearing may use relay and TTY services, which are offered at Chicago ORD.

Additional Tips for ORD Airport Passengers

For a trouble-free experience at the ORD Airport, here are some useful pointers that you should keep in mind:

• Request priority bag handling in conjunction with wheelchair services at the time of pre-booking.
• In case of any problems regarding accessibility services or facilities at the airport, contact the ADA Coordinator immediately.
• Arrange accessible transport services before your travel, such as taxis or wheelchairs.
• While traveling in winter, remember to allow more time at the airport due to weather conditions and high passenger volumes.

Terminal Accessibility at Chicago O’Hare International Airport (ORD)

O’Hare has several terminals, including terminals 1, 2, 3, and 5, which are connected by the fully accessible ATS train system. These terminals have been constructed with wheelchair accessibility in mind, including curb-level assistance, lifts, ramps, wheelchair-accessible check-in counters, restrooms, priority lines, if available, and wheelchair service on shuttles and at gate areas.

Accessibility Features in Main Terminal

Some of the accessibility features in the ORD terminal include the following:

• Elevators that are available on various floors of the ORD terminal and concourse.
• Restrooms accessible to wheelchair users; toilets are on every floor, with wide stalls and handrails.
• Pathways that are wide enough for wheelchairs to pass.
• Seating in locations close to the gate areas.
• Audible alerts for page notifications in addition to visual notification.
• Wheelchair assistance when accessing the TSA accessibility screening.E

Wheelchair pickup location is near the check-in counters and departures.

Wheelchair Assistance in the ORD Terminal

In case one is leaving via the ORD terminal, they are provided with the following amenities:

• Escort to gates to make it easier for passengers to pass.
• Wheelchair to assist passengers with embarking and disembarking from an aircraft.
• Assistance in passing the security checkpoints.
• Transfer from one gate to another in case of different concourses.
• Delivery of passengers right to the arriving gate until they get their bags.

The above services will be offered by airline and airport employees between check-in and boarding gates.

Accessible Parking at the ORD Airport

Accessible parking and curb space have been provided in order to make sure that accessibility is easily available for passengers who are physically challenged.

• Layout for Garage/Parking: There is accessible parking near the terminal that can be reached via ramps.
• Pick-up and Drop-off Areas/Central Cell Phone Lot/Valet Parking: This ensures passenger convenience by reducing the distance from the vehicle to the terminal.

Wheelchair Assistance From Arrival to Departure at ORD

Wheelchair assistance at ORD requires collaboration among the airlines, the TSA, and ORD.

• Process Involved: Wheelchair assistance includes curbside assistance, check-in services, assistance at TSA, wheelchair transfer to the gate area, boarding/deboarding, and luggage pick-up assistance.
• Fewer Transfers Needed: The airport layout enables passengers to minimize transfers.

Final Thoughts!

The goal of Chicago O’Hare International Airport (ORD) is to offer a higher degree of experience for disabled passengers through the wheelchair assistance service offered by airlines, as well as accessibility at the airport. It will make your trip smoother if you arrange wheelchair assistance services with the airlines 72 hours prior to your travel, arrive at the airport early, or contact your airline and TSA Cares if required. 

Frequently Asked Questions!