Disabled persons and persons with reduced mobility have the same right as all other citizens to free movement, freedom of choice and non-discrimination. This also applies to air transport. An air carrier may therefore not refuse to transport a passenger on the grounds of disability or lack of mobility, except in cases where denial of boarding is based on clearly justified safety reasons.

 

In order to provide persons with disabilities and persons with reduced mobility with opportunities comparable to those of other citizens, they are entitled to free-of-charge assistance at airports and on board aircraft on account of their specific needs. Assistance to persons with special needs includes assistance to move from a designated point of arrival at the airport to the aircraft, and from the aircraft to a designated point of departure from the airport, including embarkation and disembarkation. These points must be designated at least at the main entrances of the terminal building, in areas with check-in counters, at railway stations, at light rail stations, at metro stations and bus stations, at taxi ranks and other stops, and in airport parking areas.

 

In addition, persons with special needs are also entitled to assistance during air transport, for example when transporting mobility equipment and or a guide dog. The transport of two items of mobility equipment is free of charge, while the carriage of guide dogs in the aircraft cabin is subject to national rules. Where a person with a disability or a person with reduced mobility is assisted by an escort, the air carrier shall make every effort to assign the escort a seat next to the person they are assisting. However, a person who is able to travel independently may not be compelled to travel with an escort on account of their reduced mobility.

 

In order to benefit from the rights set out above, persons with disabilities and passengers with reduced mobility must inform the airline or tour operator of their need for assistance at least 48 hours before take-off. Although service providers must make every effort to assist passengers who have not previously reported their need for assistance, they may give priority to those who have done so. Air carriers and airport service providers may not require passengers to provide a medical certificate as a precondition for the provision of assistance.

 

All important information provided to air passengers must be made available in alternative formats accessible to passengers with disabilities and passengers with reduced mobility, and at least in the same languages as the information available to other passengers.

 

Passengers who believe that their rights have been infringed shall first inform the airport managing director or the air carrier. If they are not satisfied with the reply received, they may lodge a complaint with the competent national supervisory authority.

 

Further information is available in the European Commission memo “ Passenger rights: what passengers with reduced mobility need to know when travelling by air and the Guidelines  clarifying the rights of disabled passengers and people with reduced mobility when they travel by air. 

 

 

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