Passengers with Reduced Mobility
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Airlines and airports must pay particular attention to the needs of people with disabilities or reduced mobility. Under Regulation 261/2004 (Article 11), in the event of denied boarding, cancellation or delay, persons with reduced mobility and those accompanying them are entitled to the care referred to in Article 9
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Rights guaranteed
European Regulation (EC) 1107/2006 guarantees the following rights to air passengers with disabilities or reduced mobility:
- the right to non-discrimination when booking a flight or purchasing an airline ticket;
- the right to travel in the same way as other passengers (with some exceptions for safety reasons);
- the right on airline information safety rules;
- the right to assistance at airports (departure, arrival, transit) and on board aircraft;
- the right to carry two mobility aids free of charge.
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To which passengers does the regulation apply?
Article 2 (a) of the regulation defines “disabled persons or persons with reduced mobility”. It refers to “any person whose mobility when using a means of transport is reduced because of any physical disability (sensory or motor, permanent or temporary) or intellectual disability or impairment, or any other cause of disability, or because of age, and whose situation requires appropriate attention”.
As this definition is open to different interpretations, the Commission published additional guidelines on 14 June 2012. Other vulnerable people with reduced mobility may also require special attention, such as young children, pregnant women, obese people, etc.
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Regulation (EC) 1107/2006
The regulation applies to disabled persons and persons with reduced mobility travelling on flights departing from, transiting through or arriving at an airport located in the European Union, Norway, Iceland and Switzerland. It also applies to departures from an airport in a third country to a Member State of the European Union, provided that the flight is operated by a Community carrier.
In this case, the provisions relating to the prohibition of refusal of carriage (article 3), exemptions, special conditions and information (article 4), and air carrier assistance (article 10) apply.
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Right to non-discrimination
Tour operators may not refuse people with reduced mobility or disabilities when making a reservation or boarding a flight. However, exceptions and derogations are possible, for example if the aircraft is too small, if safety problems arise, or if the airline is not authorized to carry the passenger under safety regulations. In some cases, the airline may require the passenger to be accompanied.
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Information and reimbursement
- Within five working days of booking, the carrier must inform the passenger with a disability or reduced mobility in writing of the reasons for denied boarding or for imposing the condition that the person must be accompanied.
- In accordance with Article 8 of Regulation (EC) No 261/2004, passengers who have been denied boarding on the grounds of disability or reduced mobility are entitled to a refund or an alternative flight to the chosen destination.
- Except in cases of reasonable doubt, airlines do not have the right to require proof of the state of health of disabled persons or persons with reduced mobility for the sale of tickets or admission to carriage.
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Right to assistance
People with disabilities or reduced mobility are entitled to free assistance at airports (on departure, arrival and in transit) and on board aircraft.
Assistance must not be unjustifiably restricted and must be tailored to the individual needs of the person concerned and the specific flight conditions. However, this must not be to the detriment of other passengers.
A distinction is made between requirements imposed for safety reasons and requirements for the comfort of persons with reduced mobility on board an aircraft.
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Do you need assistance?
Please inform your airline or tour operator, 48 hours before the advertised departure time. Notification of a need for assistance is always free of charge.
Before the journey begins, the air carrier must provide information on any restrictions, for example on the accessibility of toilets, seat size, aisle width, etc.
The person concerned can then make an informed decision about whether or not to take the flight. This information should also be available on airline websites.
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Making a complaint
If you believe that your rights under Regulation (EC) 1107/2006 have not been respected, please contact the airline concerned or the competent administrative authority at the airport.
If the airline does not respond within 6 weeks or if you do not agree with their response, you can lodge a complaint on our online platform.
Please join a copy of all correspondence with the airline, a copy of your reservation (or flight tickets) and a copy of all supporting documents for the expenses for which you are requesting reimbursement.
If the form is incomplete, your claim will not be processed.
