Wheelchair User Locked Out of Breakout

A wheelchair user arrives at a breakout session to find stairs are the only access. They're a VIP sponsor representative. Other attendees are watching.

Setting: Industry trade conference, 400 attendees, historic convention center with mixed accessibility. Category: Accessibility & Inclusion. Pressure level: High.

This page is the individual, citable address for this one situation: https://gatheringarchitecture.com/crisis-sim/scenario/accessibility-failure

The situation

Your registration lead radios you: 'We have a problem at Breakout Room C. A wheelchair user can't get in — there's a three-step staircase at the entrance and no ramp. She's a VP from our platinum sponsor. She's upset and other attendees are gathering.'

First moves and what each one costs

• Go immediately to the attendee, apologize in person, and start solving the problem on the spot — The attendee sees leadership taking it seriously. You're now face-to-face with the problem and can assess options directly.
• Radio your ops team to immediately swap this session to an accessible room, then go apologize — You've started the solution before you've even arrived. Ops team is already moving chairs and AV equipment.
• Send a staff member to apologize and offer to carry the wheelchair up the stairs — The attendee is offended by the suggestion of being carried. The staff member didn't have authority to solve the real problem. Situation escalates.

Preparation notes for this situation

• Always do a personal accessibility walkthrough before the event — don't trust venue floor plans
• Have a dedicated accessibility coordinator on your team
• Include accessibility info in all session descriptions and signage
• ADA compliance is a legal requirement, not optional

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