Factsheet for passengers (EC) No.1107/2006

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 - a group which can include people who would not normally be classed as disabled, such as those with a temporary mobility problem.

In very occasional circumstances these rights may not apply - for 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 Equalities and Human Rights Commission (EHRC) (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 EHRC 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

England
Equality and Human Rights Commission (EHRC) Disability
Helpline
FREEPOST RRLL-GHUX-CTRX
Arndale House
Arndate Centre
Manchester
M$ 3EQ

0845 604 6610 - England main number
0845 604 6620 - England textphone
0845 604 6630 - England fax

Mon, Tue, Thu, Fri 9:00 am-5:00 pm; Wed 9:00 am-8:00 pm (last call taken at 7:45pm)

If you wish to submit an enquiry please use the web enquiry form.

Wales
Equality and Human Rights Commission Helpline Wales
Freepost RRLR-UEYB-UYZL
1st Floor
3 Callaghan Square
Cardiff
CF10 5BT

0845 604 8810 - Wales main number
0845 604 8820 - Wales textphone
0845 604 8830 - Wales fax

Email: wales@equalityhumanrights.com

9:00 am-5:00 pm, Monday to Friday (an out-of-hours service will start running soon)

Scotland
Equality and Human Rights Commission Helpline Scotland
Freepost RRLL-GYLB-UJTA
The Optima Building
58 Robertson Street
Glasgow
G2 8DU

0845 604 5510 - Scotland Main
0845 604 5520 - Scotland Textphone
0845 604 5530 - Scotland – Fax

Email: scotland@equalityhumanrights.com

9:00 am-5:00 pm, Monday to Friday

The Consumer Council for Northern Ireland (for complaints concerning airports in Northern Ireland or flights from Northern Ireland). 

You can contact the consumer Council by letter, telephone, fax or email.

The Consumer Council
116 Holywood Road
Belfast
BT4 1NY

028 9067 2488 - Textphone
028 9065 7701 - Fax

Email: info@consumercouncil.org.uk