Airports & Flying
Access to Air Travel for Disabled Persons and Persons with Reduced Mobility
( Last Updated: 24-07-2008 )
From the 26th July 2008, new European regulation will guarantee more rights for disabled people and people with reduced mobility when travelling by air in Europe.
In brief, the following points may be helpful:
- Passengers needing assistance must not be charged, and airports handling more than 150,000 passengers a year must publish quality standards so that passengers can measure the service they receive against these standards. The Regulation requires all staff providing direct assistance to passengers to be suitably trained, and disability awareness training will need to be provided to all staff.
- Airlines themselves must carry passengers' medical equipment and up to two pieces of mobility equipment free of charge. They must also carry assistance dogs free of charge (on permitted routes).
- For passengers, this will mean continuity of assistance at airports across the EU. Whereas previously standards may have differed, they are now set and passengers are entitled to full assistance regardless of the airport they are travelling from. Where this is not provided, they are able to take their complaints to the Commission.
- From the 26th July 2008, airport managing bodies will be required to organise the provision of the services necessary to enable disabled/reduced mobility passengers to board, disembark and transit between flights, with costs recovered through a charge on airlines proportionate to the total number of passengers they carry to and from the airport. Airlines will also be required to provide certain assistance onboard the aircraft.
Disabled people are advised to make arrangements through their airline at least 48 hours in advance of their travel, so that assistance can be made available, and details of any particular requirements can be communicated to the airline staff and airports that you are using.
Please give as much information as possible to enable the airline and airports the opportunity to provide appropriate support or assistance.
An example of the advice being given by BAA Heathrow can be seen if you click here.
If this legislation is important to you and you want to find out more about the services and assistance that you have the right to receive at all EU airports, click here for more information.
A video that describes the services you should expect can be seen if you click here. This is available in a range of languages and a couple of formats, although it may be best viewed on a Broadband connection, just click the language and format of your choice.
What happens if things go wrong?
If you feel that the airport or airline operator has not performed well and you have contacted them and not received satisfactory response, you may wish to contact the most appropriate authority to take your concern forward.
In the UK, the Civil Aviation Authority has been designated to enforce the Regulation. The Equality and Human Rights Commission has been designated to handle complaints from passengers (along with the Consumer Council for Northern Ireland).
A list of European national enforcement bodies can be found if you click here.
Air Transport Users Council (AUC)
The Air Transport Users Council is an independent body with members from throughout UK which looks after the interest of all airline passengers, whether they are travelling on business or for pleasure. They provide advice on various flight issues, including advice for passengers with special needs/disabilities, both on our website and via our advice line which is open from 9.30am to 2.30pm Monday to Thursday on telephone number 020 7240 6061.
Email: complaints@auc.org.uk
Flying with Disability
Flying with Disability is not only a comprehensive information resource for all disabled fliers, but it also offers an important forum for disabled fliers to share their experiences of flying to other disabled travellers. http://www.flying-with-disability.org/index.html
Email: Use contact form on website
Gatwick Airport
Information and advice to help passengers with special needs plan their route through Gatwick Airport and general help and advice for travelling overseas.
www.gatwickairport.com
Tel / Email: Use contact forms on website
Heathrow Airport
Information and advice to help passengers with special needs plan their route through Heathrow Airport and general help and advice for travelling overseas.
www.heathrowairport.com
Tel / Email: Use contact forms on website
Jet-Smart - Private Jet Assisted Travel, Farnborough Airport
Private Jet Assisted Travel - Chauffeured door-to-door to the steps of your waiting Private Jet, whisked away, without going near a stressful commercial airline terminal. We organise your complete holiday, in the UK, Europe or Overseas, with discreet travelling medical/carer assistance, if required. Group or private family travel. Our next group European Tour is in November 2006. Join us and fly away to your dreams.
www.jet-smart.com
Email: Use contact form on website
(Last Updated: 13-10-2009)