Hello. We are visiting Tokyo right now. Last night when we arrived to Haneda Airport, my sister’s ottobock b400 wheelchair didn’t work. Probably in plane something happened to her wheelchair. Do you know somewhere we can get help for wheelchair repair?
19 Comments
We couldn’t go to our planned hotel and we had to stay in a hotel in the Haneda Airport. Now we have to find out what to do. We rent a non-powered, normal wheelchair for now. Ottobock japan is not helping about repair or anything else. Airport also don’t help.
-
Oh dear. I’m sorry to hear that.
You might want to try Saito Kobo or Marudai listed here:
https://www.tabifolk.com/groups/japan/forum/topic/help-wheelchair-charger-broken/
-
I’m trying to contact to Saito kobo. I contacted to marudai this morning and they will rent a normal wheelchair for me. They don’t help for repair.
-
Also try Abilities. They import many types of wheelchairs so may have yours too…
-
Thank you. I emailed both.
-
It might be best to call if possible. Maybe the front desk at the hotel can help?
-
You are right. I’m getting help from a tourist help center to call now.
-
Please keep us posted
-
I am so sad. I understand that japan is really hard place for wheelchair users. No one helping since we arrived.
-
I was just looking at the Ottobock website (I had never heard of them). It seems they have people trained to repair prostheses here in Japan but send other items back to Germany to be repaired…
I’m sure you have it, but here is the phone number for Ottobock Japan – 03-6403-1061
-
I think if you don’t mind costing some money, one place will be helpful. さいとう工房 (Saito koubo, means Saito workshop). They are experts for repairing wheelchairs. But they need appointment, or check the time schedule with them by phone… ). Do you interested in it?
-
Thank you Jiahui. I talked to them but ottobock wheelchair parts are not available in Japan so they couldn’t help about repair. But I rented a power wheelchair from Saito. I really appreciate your help all of you thank you
-
What airline did you fly? They are responsible for paying for repairs, and should be able to help you find a repair person at the airport. Maybe try contacting the airline customer service.
-
Turkish Airlines. I actually thought that they will help and pay. But they leave me in the airport manuel wheelchair, crying.. And I don’t even know japanese. I was so shocked that I couldn’t make any meaningful action. I will write them again until they pay for everything I had to go trough.
-
Phone to Ottobock Japan: 03-6403-1061 From the dealer list I checked you have 4 in Tokyo and two said they cannot repair b400. The other two are out of service houtrs.
https://www.ottobock.com/ja-jp/mobility/info/dealers
If it does not work “Marudai” may be an option (electric wheelchair rental)
https://www.tabifolk.com/groups/japan/forum/topic/help-wheelchair-charger-broken/#post-24285
We at Ohayo Travel also rent electric wheelchairs for travelers in Japan (though still not on the website). If you need more info, please contact us at info@ohayotravel.com We need to check the inventory though.-
Arigato everyone. I felt a big relief after your answers. I wish I knew this group before I came to Tokyo. Today we rent an electric wheelchair from Saito. It has so much qualifications then mine but really bad when it comes to climb a stair or bump. Now we are staying our original room. I am a bit disappointed of the room but at least this time it is my fault. I don’t know if I can manage to focus on my trip after all this but I’m going to go to Shibuya tomorrow.
-
We are here for you! Feel free to ask us anything at any time. (Best to start a new discussion for each topic.)
Hopefully a day out in Shibuya will help you get excited about your trip again!
-
Hi Sena, maybe you’ve already placed the official complaint with Turkish Airlines, but if you haven’t here is the link to send a claim for damages (you have to do it within 7 days from the day of the flight): https://www4.thy.com/baggage/?lang=en
Unfortunately, it is the same form used for damaged baggage, but I don’t know any airline that has a separate form for damaged mobility devices. Anyway, usually, the best is to file the claim at the airline info point (or check-in desk, if there is no airline booth at the airport) before leaving the airport, but some airlines do work better when contacting them through their online form. You should keep all receipts for the extra expenses related to the damage (hotel at Haneda, wheelchair rental, etc.) plus the repair budget (you may ask for one from your local supplier, as the faster that you send it, the more possibilities for the airline to pay for it).
If the airline doesn’t reply, you can write to your national enforcement authority on air passenger rights. It’s usually either the one responsible for either air security or consumer rights. For instance, if you’re from Europe, you can find the list of authorities for each country in the following document: https://transport.ec.europa.eu/system/files/2023-04/2004_261_national_enforcement_bodies-2023-04.pdf
You can find these steps and other options on the European Air Passenger Rights website (clicking on the “Claim your rights” button – you have to scroll down a bit): https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm# -
Hello again. I’m back home right now and I want to share something very absurd.
My repairman said, the joystick cable was off that’s why the wheelchair wasn’t working!
Joystick cable was off. That’s all. That’s why I was stuck in the airport for 24 hours. That’s why I have to pay lots of money to different hotels, rental wheelchair and other stuff.
I’m very angry to myself that I didn’t know how to fix this little problem as a full time wheelchair user.
Also, I’m very disappointed that Saito Kobo repairman couldn’t fix my wheelchair at the airport as an expert of wheelchairs. He probably would be able to fix it if he knew about ottobock wheelchairs.
Anyways, I don’t know how to feel right now so I wanted to share it with someone.
