Rights of air passengers with a disability or reduced mobility
An EU Regulation guarantees the following rights for disabled persons and persons with reduced mobility travelling by air:
Non-discrimination and equal right to air travel
Airlines and travel service providers may not refuse to accept a booking or carry a person on the grounds of his or her reduced mobility on any flight departing from airports within the EU. Exceptions to this rule can only be made on the grounds of passenger safety and security regulations.
Free assistance at all airports within the EU
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 assistance. The airport operator is responsible for providing assistance at the airport.
Free assistance on board the aircraft
Airlines have an obligation to provide assistance such as transporting a wheelchair or a guide dog free of charge on flights departing from airports within the EU. Airlines have the right to stipulate, on the grounds of passenger safety, that passengers with reduced mobility or disability must be 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 asked, explain the reason for the refusal in writing within five working days of the request being made.
For information about filing complaints, see Complaints.