disabled travellers

The european law prohibits air carriers from refusing reservation or boarding to passengers because of their reduced mobility or disability.


It also ensures that these passengers receive free-of-charge assistance to enable them to use air transport on an equal footing with other passengers. 

Under certain circumstances, an air carrier, its agent or a tour operator may refuse reservation or boarding to a person with reduced mobility or disability:

  • In order to meet applicable safety requirements established by law (the carrier may also request the person be accompanied by another person capable of providing assistance to meet these safety requirements;

  • If the size of the aircraft or its doors makes boarding or carriage of that person physically impossible.


In either of these situations, the person affected must be immediately informed of the reasons. Reasonable efforts must be made to offer that person an acceptable alternative. Persons who were denied boarding for these reasons have the rights to reimbursement or re-routing according to Regulation (EC) No 261/2004


In the case of violations of the rights of persons with disabilities or reduced mobility, a complaint may be made for a denied or inadequate assistance or discriminatory refusal or compensation for the damage suffered by mobility equipment such as wheelchairs or other support devices.

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