It’s not just life, it’s PROVENCElife© PROVENCElife 2007 New Rights to Protect Disabled Air Travellers
From this summer, a European law will offer new protection for disabled air travellers. From 26 July 2007, it will be
illegal for an airline, travel agent or tour operator to refuse a booking on the grounds of disability, or to refuse to allow
a disabled person to board an aircraft when they have a valid ticket and reservation. This applies to any flight leaving
an airport in the European Union, and also to flights on European airlines arriving in the EU.The law also covers
persons with reduced mobility –
such those with a temporary mobility problem. In very occasional circumstances these rights may not apply –
example, where there are legitimate safety or technical reasons why a disabled person cannot board an aircraft. In
such cases, you must be told the reasons and offered a reasonable alternative. To avoid things going wrong, if you
need assistance at the airport or on board the aircraft, it is important that you make this clear at the time of booking
(or no later than 48 hours before departure). Further rights for disabled passengers will be introduced in July 2008.
These will ensure a consistent and seamless level of service at airports and on board aircraft.
How to complain about a breach of your rights
If your booking has been refused or you have been refused boarding on the grounds of disability or reduced mobility,
you should complain in the first place to the airline or tour operator. If they have not already done so, ask them to give
reasons for their decision. To ensure relevant records are kept, complaints should be made as soon as possible after
the incident has occurred.If you are not satisfied, you may complain to the Disability Rights Commission (DRC) (or to
the Consumer Council in Northern Ireland). They will advise on your rights under the law and what further action you
could take. Complaints bodies’ contact details are given below. The Civil Aviation Authority has the powers to
prosecute breaches of this law and will work with the DRC and Consumer Council to monitor complaints and ensure
compliance. Should an airline be found guilty, it could be subject to an unlimited fine.
Contact Details
Disability Rights Commission
By email from the website: www.drc-
Telephone: 08457 622 633 Textphone: 08457 622 644 Fax: 08457 778 878
Post: DRC Helpline, FREEPOST MID02164, Stratford upon Avon, CV37 9BR
HelpLive service (webchat) also available for enquirers who find it difficult or impossible to use the telephone. Visit
the DRC website for further details.
The Consumer Council for Northern Ireland (for complaints concerning airports in Northern Ireland or flights
from Northern Ireland).
Complaints line: 0845 601 6022 Textphone: 028 9067 2488 Fax: 028 9065 7701
Email: [email protected]
Website: www.consumercouncil.org.uk
Post: 116 Holywood Road, Belfast, BT4 1NY
From this summer, a European law will offer new protection for disabled air travellers. From 26 July 2007, it will be
illegal for an airline, travel agent or tour operator to refuse a booking on the grounds of disability, or to refuse to allow
a disabled person to board an aircraft when they have a valid ticket and reservation. This applies to any flight leaving
an airport in the European Union, and also to flights on European airlines arriving in the EU.The law also covers
persons with reduced mobility –
such those with a temporary mobility problem. In very occasional circumstances these rights may not apply –
example, where there are legitimate safety or technical reasons why a disabled person cannot board an aircraft. In
such cases, you must be told the reasons and offered a reasonable alternative. To avoid things going wrong, if you
need assistance at the airport or on board the aircraft, it is important that you make this clear at the time of booking
(or no later than 48 hours before departure). Further rights for disabled passengers will be introduced in July 2008.
These will ensure a consistent and seamless level of service at airports and on board aircraft.
How to complain about a breach of your rights
If your booking has been refused or you have been refused boarding on the grounds of disability or reduced mobility,
you should complain in the first place to the airline or tour operator. If they have not already done so, ask them to give
reasons for their decision. To ensure relevant records are kept, complaints should be made as soon as possible after
the incident has occurred.If you are not satisfied, you may complain to the Disability Rights Commission (DRC) (or to
the Consumer Council in Northern Ireland). They will advise on your rights under the law and what further action you
could take. Complaints bodies’ contact details are given below. The Civil Aviation Authority has the powers to
prosecute breaches of this law and will work with the DRC and Consumer Council to monitor complaints and ensure
compliance. Should an airline be found guilty, it could be subject to an unlimited fine.
Contact Details
Disability Rights Commission
By email from the website: www.drc-
Telephone: 08457 622 633 Textphone: 08457 622 644 Fax: 08457 778 878
Post: DRC Helpline, FREEPOST MID02164, Stratford upon Avon, CV37 9BR
HelpLive service (webchat) also available for enquirers who find it difficult or impossible to use the telephone. Visit
the DRC website for further details.
The Consumer Council for Northern Ireland (for complaints concerning airports in Northern Ireland or flights
from Northern Ireland).
Complaints line: 0845 601 6022 Textphone: 028 9067 2488 Fax: 028 9065 7701
Email: [email protected]
Website: www.consumercouncil.org.uk
Post: 116 Holywood Road, Belfast, BT4 1NY