Persons with reduced mobility and the elderly have equal rights as passengers as any other passenger flying from a point of departure within the EU.
The airline or travel service provider may not refuse to accept a booking from or carry a person on the grounds of his or her reduced mobility or special needs for any flight departing from airports within the EU. Exceptions to this rule can only be made on the grounds of passenger safety and security.
Airports must provide assistance to persons with reduced mobility according to their special needs. A passenger who needs assistance must notify the airline or travel service provider no later than 48 hours before the scheduled time of departure of the need for special assistance. Where a return flight is operated by a different airline, the passenger must notify them separately. The airport operator is responsible for assistance provided at the airport.
On flights departing from EU airports, airlines must offer certain free assistance such as transporting a wheelchair or a service dog.
An airline may require, on the grounds of passenger safety, that a passenger with reduced mobility or disability is accompanied by a person who can assist them if necessary.
If an airline refuses to carry a passenger on the grounds of safety, it must notify the passenger in question without delay and, if requested to do so, specify the reason for such refusalin writing within five working daysof the request being made.
If the rights of a person with reduced mobility or a disability are not upheld by an airline or airport, the person in question should first contact the airport operator or airline concerned. If the airport or airline fails to respond in a satisfactory manner, the passenger may file a complaint with the authorities.
In Finland, the agency responsible for supervising the rights of persons with reduced mobility or a disability is the Finnish Transport Safety Agency (Trafi). Responsible authorities in other EU Member States and their contact information
Related legislation: Regulation (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air