Delta Air Lines Passenger Calls Out Preboarding “Abuse” At World’s Busiest Airport

A Delta Air Lines passenger is sparking debate online after questioning what they viewed as abuse of preboarding assistance at Hartsfield–Jackson Atlanta International Airport (ATL), the world’s busiest airport. In a Reddit post, the traveler claimed that boarding took significantly longer due to the preboarding of over a dozen passengers who had requested assistance.

The passenger also suggested that some travelers may have been using preboarding privileges to get around Delta’s frustrating overhead bin restrictions. However, many commenters pushed back on the original poster’s evaluation.

Here’s what other travelers had to say and what federal regulations and Delta’s policies say about requesting preboarding assistance.

A Delta Passenger Claims Travelers Are Taking Advantage Of Preboarding Assistance

In a recent Reddit post, a Delta Air Lines traveler claimed that about 16 passengers requested boarding assistance, despite several having previously walked through the terminal without apparent difficulty. The traveler claims the passengers abusing the system contributed to the “hour-long boarding process.”

According to the Reddit user’s post, several of the 16 people who requested assistance had previously been walking around the terminal, visiting restaurants, and moving about with no obvious signs of mobility issues.

“At ATL airport, we’re already halfway through what has become an hour-long preboarding process because roughly 16 people requested assistance. Earlier, more than half of them were walking around, going to McDonald’s, standing, stretching, and moving around just fine. The moment boarding was announced, however, they suddenly needed assistance, and several family members with tons of carry-ons accompanied them through preboarding as well. In total, there were maybe a handful who genuinely appeared to need help,” the Redditor wrote.

The passenger also stated that they thought the travelers were using preboarding privileges to secure overhead bin space before everyone else, noting that Comfort+ overhead bins were already full despite so few passengers being seated.

“The other people who went through preboarding seemed to be taking advantage of a service intended for passengers who truly require it. The luggage bins don’t lie too. I noticed nobody [was] sitting in [Comfort+] yet all the bins were full,” they continued.

While the passenger was passionate about their stance on the situation, the comments were mixed.

Travelers Had Mixed Reactions To The Passenger’s Claims

Some commenters on the post agreed with the Reddit user and argued that they have seen similar situations in which other passengers request assistance before a flight but have no trouble walking off the aircraft after landing.

Others said that airlines should allow passengers who need extra time or assistance to board after everyone else, arguing that implementing such a rule could discourage people who are only looking for early access to overhead bin space.

However, most commenters pushed back against the passenger’s assumptions, noting that not all disabilities are visible.

Several travelers shared personal experiences with mobility issues, chronic pain, and joint issues that may not be immediately apparent to other passengers. They explained that while they can often walk short distances, navigating large airports, standing for extended periods, or moving through crowded boarding areas can be significantly more difficult.

• “I have to use delta assistance. If you saw me, you’d think no way, as I’m young and look outwardly very fit & completely able-bodied. I always wait last to deplane, too. It’s a shame anyone would abuse or take advantage of this service with no real need.”
• “You know, before I had my knees replaced, long walks were excruciatingly painful. Short distances weren’t awful, and I could do them kinda okay. Airports were my nightmare! So I would take the assistance to the gate and then get up and walk on the plane. I’d walk off the plane and take assistance to baggage claim. I remember the looks. Finally, I started bringing my cane, and the looks stopped.”

One commenter also questioned what airlines could realistically do to verify who qualifies for preboarding assistance, writing, “What exactly do you expect Delta to do? Make people get up and ‘prove’ they’re disabled? I mean, yes, I know this is frustrating. It’s frustrating for me, too, but I am generally in no rush to get into a little metal tube as fast as possible. But are you going to make grandma crawl to her seat if she can’t walk all the way?”

What The DOT And Delta Air Lines Say About Requesting Boarding Assistance

While some commenters wondered whether passengers were misusing preboarding, federal rules and Delta’s policies guarantee that all travelers who need assistance can receive it.

Although some travelers on other airlines have reported having their accommodation requests overlooked, according to the U.S. Department of Transportation’s (DOT) Airline Passengers with Disabilities Bill of Rights, “passengers with disabilities must be provided prompt and timely enplaning and deplaning assistance, upon request, from properly trained airline personnel.”

Similarly, Delta offers help for travelers with mobility devices, vision impairments, hearing impairments, allergies, and other accessibility needs. Customers can request this help before their trip through Delta’s website or by talking to airline staff at the airport.

However, some travelers still worry about how others might react when they ask for assistance, especially if their disability isn’t obvious.

Some Travelers Worry About Being Scrutinized When Requesting Assistance

In a Reddit thread, one Delta passenger who identified as having a disability asked if the airline would need proof before allowing them to preboard.

“This is my first flight. I have a disability, and I walk [slowly], so I’ll need more time. I plan to board with the first group. My questions are will they ask for proof? It’s [cerebral palsy], but it’s not that noticeable. And can my husband, who doesn’t have a disability, also board with me? I’m filing out the TSA Cares thing now to get more time through security,” they wrote.

Travelers who said they have used the service explained that Delta gate agents allowed them to board during preboarding after they identified themselves as needing additional time or assistance.

This is consistent with the DOT’s Airline Passengers with Disabilities Bill of Rights, which states:

“Airlines must allow a passenger with a disability who self-identifies at the gate as needing additional time or assistance to board, stow accessibility equipment, or be seated, the opportunity to board before all other passengers.”

While some passengers believe preboarding privileges are occasionally misused, many others argue that it is not up to airlines or fellow travelers to judge whether someone’s disability or mobility limitation is legitimate.