The rights of air passengers with disabilities
Canada
Government of Canada accessibility plan progress report 2023
Government of Canada information website for travelling with disabilities
UK
Civil Aviation Authority news article on improvements in airport accessibility since the pandemic
Civil Aviation Authority performance report on UK airport accessibility 2023/2024
USA
Wheelchairtravel.org ranking the best and worst US airlines for wheelchair users in 2022
What's airport assistance?
Airport assistance, also known as special assistance, is a service designed to help passengers from the moment they arrive at the departure airport to the moment they leave the destination airport. It's typically free of charge and applies specifically to passengers with a disability, reduced mobility, additional needs, with service animals, the elderly, and in some cases, people who are pregnant.
How do I request special assistance/airport assistance/mobility assistance?
You can request it by contacting either the airport you're visiting or the airline you're flying with. Ask them what types of special assistance they can provide.
Can I take a service animal?
In many cases it is possible to travel with your guide dog. In fact, many airports and airlines must facilitate this. It's possible that the airline will need proof that your guide dog has received the appropriate training. Contact the airline to find out.
Can I get financial compensation if I've been mistreated or discriminated against?
It depends. The first thing to do is contact the airline or airport to complain. If their response is unsatisfactory, complaints can be escalated to national enforcement bodies.
What happens to my equipment when I fly?
In Brazil, Canada, the EU, the UK, and the US, your equipment, such as wheelchairs or other assistive devices, should be handled with care, and transported free of charge by the airline. Airlines should stow these items in the aircraft cabin when possible, but if not, they'll be stored in the cargo hold and returned to you at the aircraft door upon arrival.
In the US, there's additional protection under the Air Carrier Access Act, ensuring compensation if your equipment is damaged.
How do I get to my seat on the plane?
Airlines should provide assistance to help you reach your seat free of charge. If you require mobility assistance, this may include using a lift or an aisle wheelchair. For your peace of mind, we'd recommend checking that this assistance is available in your country or region at the time of booking.
Often, low cost airlines don’t use jet bridges (enclosed corridors from the terminal building to the aircraft). This can sometimes make accessing aircraft more complicated. Though you’re still entitled to the same standard of special assistance when flying with a low cost airline, we’d recommend contacting them as well as the departure and arrival airports to ensure that they know you’re travelling.
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There are a number of laws around the world protecting your rights as a passenger with a disability, reduced mobility, or additional needs. We’ll explain some of the main ones.
United States
United Kingdom
European Union
Canada
Brazil
United States
The Air Carrier Access Act
Covers all passengers who are disabled, and traveling with service animals
Applies on all flights to, from, or within the US
The Air Carrier Access Act (ACAA) makes it illegal for airlines to discriminate against passengers with disabilities, and requires airlines to accommodate the needs of such passengers. The ACAA is enforced by the US Department of Transportation.
Special assistance in the US
In the US the following is all covered by law:
Wheelchair or other guided assistance to board, deplane, or connect to another flight
Seating accommodation assistance that meets your disability-related needs
Help accessing airport facilities, such as ticket counters, gates, and onboard lavatories
Help with loading and stowing assistive devices
The permission of service dogs when they're trained to perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability. More tips for traveling with service animals.
What else does US law say?
Emotional support animals, comfort animals, companionship animals, and service animals in training are not considered service animals.
If you're traveling with a service animal, airlines may need you to fill out Department of Transportation forms about the animal's health, behaviour, and training.
Generally, airlines can't insist on advance notice that a person with a disability is traveling.
However, for extraordinary requests air carriers sometimes ask for 48 hours' advance notice to allow them to prepare.
Airlines must return assistive devices in the same condition they were received. If they get lost or damaged, airlines have to cover the cost of repairing or replacing them.
The Department of Transportation has created a guide on what you can do if you encounter a problem while traveling.
The Department of Transportation can investigate, impose sanctions, and require corrective actions. Passengers may receive compensation, such as travel vouchers or monetary compensation, depending on the airline's policy and the severity of the violation.
United Kingdom
Equality Act 2010 & the Civil Aviation Regulations 2014
Covers all passengers who are disabled, the elderly, and those with social communication and interaction difficulties
Applies on all flights to or from UK airports on UK- or EU-registered airlines, and flights from outside the UK or EU to the EU on UK carriers
In the UK, disabled passengers have the right to assistance suitable to their needs which must be provided free of charge at the airport and on board the aircraft.
The law states that disabilities don't need to be permanent or apparent in order to benefit from assistance.
Special assistance in the UK
In the US the following is all covered by law:
You're entitled to assistance on the following parts of your journey, if required:
Assistance through the departure airport
Boarding the aircraft and during the flight
Disembarking the aircraft
Transferring between flights
Assistance at the destination airport
What else does UK law say?
To get the best assistance, contact the airline, airport, ticket seller, or tour operator, at least 48 hours before your trip and explain what types of assistance you require and if you'll be traveling accompanied.
Inform airlines and airports if you'll be traveling with an assistance dog.
Airlines will need to know if you're taking an electric mobility aid e.g. an electric wheelchair or mobility scooter.
Ask airlines about their policies relating to compensation in cases of damaged mobility equipment.
In the UK, passengers who experience discrimination or mistreatment can seek compensation under the Equality Act 2010 for "injury to feelings" and any financial losses resulting from discrimination. The amount of compensation is based on several factors, including the severity and duration of the discrimination, and whether the act was intentional. Passengers can also claim for personal injuries if they can provide medical evidence linking their health issues to the discrimination.
European Union
EC 1107/2006 Concerning the rights of disabled persons and persons with reduced mobility when traveling by air
Covers all passengers with disabilities or traveling with assistance dogs, and people with reduced mobility – including the elderly, pregnant women, and those traveling with small children
Applies on all flights within the European Union
EU regulation EC 1107/2006 states that disabled persons and persons with reduced mobility should be able to access and benefit from European air services comparable to that of other non-disabled citizens, and have the same right as all other citizens to free movement, freedom of choice, and non-discrimination.
These provisions ensure that passengers with disabilities can travel with dignity and comfort.
Special assistance in the EU
The law gives you the right to the following assistance, if required:
Help with check-in, as well as moving through the airport
Help with luggage handling
Boarding and disembarking, including the provision of lifts, wheelchairs, or other necessary facilities to enable access to the aircraft or terminal building
Support during the flight and in airports before and after the flight
Priority treatment in receiving services and assistance
Disabled persons may be accompanied by a companion or an assistance dog, provided it is arranged in advance
Ground handling services for assistance dogs
What else does EU law say?
To get the best assistance, contact the airline, airport, ticket seller, or tour operator, at least 48 hours before your trip and explain what types of assistance you require and if you'll be traveling accompanied.
Inform airlines and airports if you'll be traveling with an assistance dog.
Airlines don't have to provide help with eating or taking medication during a flight. If you need this kind of help, for example during a longer flight, airlines might request that another person accompany you.
If you need to be accompanied on your journey, airlines and airline staff should ensure your companion is able to provide you with the assistance you require and, when possible, the airline should seat this person next to you on the plane.
If your rights are violated, you can file a complaint with the airline or airport operator. If unsatisfied with the response, you can escalate the complaint to national enforcement bodies, which have the authority to impose fines on airlines and airports for non-compliance. You can also seek compensation for any damages or inconvenience caused.
Canada
Accessible Transportation for Persons with Disabilities Regulations (ATPDR)
Covers all passengers who are disabled, requiring assistive devices, or service animals
Applies on all flights to, from, or within Canada
The Canadian Transportation Agency protects the rights of people with disabilities to accessible transportation services with a set of rules called the ATPDR.
These regulations make sure that passengers with disabilities have barrier-free access to the Canadian transportation network.
They ensure that transportation service providers, such as airlines and airports, uphold the rights of air passengers and provide the range of services listed in the ATPDR.
Special assistance in Canada
Canadian law specifies that you must be assisted in the following situations, if you require it:
With check-in and baggage drop
With boarding and deplaning
With connecting flights
With moving to or from the onboard bathroom
With seating accommodations that meet disability-related needs
With mobility aids and other assistive devices
With service animals trained to assist individuals with disabilities
What else does Canadian law say?
While in some cases, no advance notice is required, airlines are required to arrange most services for you when you give them at least 48 hours' notice.
Inform airlines and airports if you'll be traveling with an assistance dog. Carriers will usually require official confirmation that your service dog has been trained for its role.
Terminals must have relief areas for service dogs.
Carriers must provide you with additional seating at no extra cost if it is required. This might be for your equipment, or a support person.
If waiting in line for border checks is difficult for you because of your disability, you can ask border officials to treat you as a priority passenger.
If you have a severe allergy, let the carrier know a minimum of 48 hours before departure.
There are certain situations in which the ATPDR are not applicable, like when your airplane has a maximum capacity of fewer than 29 passengers.
If a problem arises or you have a concern related to your trip, let the transportation service know. If you're not satisfied with the result, contact the Canadian Transportation Agency (CTA) to escalate your complaint.
Special assistance in Canada
What else does Canadian law say?
Brazil
ANAC Resolution 280/2013
Covers all passengers who are disabled, over 60, are pregnant or breastfeeding, have reduced mobility, or are traveling with young children
Applies on all flights departing or arriving in Brazil
In Brazil the law gives people the right to special assistance if they need it, to ensure that all passengers have equal access to travel.Passengers who require special assistance are considered priority passengers at all stages of the journey. That means you must be given priority when boarding the plane, but also be helped first should anything go wrong. For example, if the flight is canceled, you get priority when it comes to alternative flights and accommodation.
The Brazilian government has published a useful guide to passenger rights and mobility.
Special assistance in Brazil
Brazilian law specifies that you must be assisted in the following situations, if you require it:
Check-in and baggage drop
Arriving at the airport and at border control
Boarding the aircraft
With seating arrangements and mobility inside the aircraft
Stowing hand luggage
Individualized demonstration of emergency procedures, when requested
For passengers with guide dogs
In accessing the bathroom
With leaving the aircraft
With making transfers and onward flight connections
Arriving at the baggage-reclaim area and reclaiming checked luggage
Leaving the arrivals hall and accessing the public area
What else does Brazilian law say?
Air carriers can’t limit the number of people who need special assistance onboard a flight.
When a flight ticket is purchased, airlines must ask if the passenger will require a travel companion, technical aids, communication aids, or other types of assistance.
It's the responsibility of the passenger with special assistance requirements to inform airlines of their needs. This communication should be made at the time of purchasing, or at least 72 hours before the scheduled departure time of the flight.
Technical aids used by passengers for mobility (e.g. a wheelchair) can be used until the aircraft door, as long as they have passed security inspection. Airlines are required to carry one technical aid free of charge, in the cabin if there is space. If technical aids go into the hold they must be treated as fragile and made available immediately on landing.
Guide dogs are permitted to accompany passengers throughout journeys, including inside the aircraft. It's the owner's responsibility to provide documentation identifying the dog and confirming its training.
The law recognises the safety and dignity of passengers who require special assistance. It prohibits carrying passengers manually, except during emergency evacuations.
In the vast majority of cases, special assistance is provided free of charge.
Passengers can file complaints with ANAC, which can investigate and penalize airlines for non-compliance. Additionally, passengers can seek compensation through the judicial system for any discrimination or mistreatment they experience.
Many laws give you the right to what’s referred to as special assistance. This is a service provided by airlines and airports to make sure air passengers with disabilities, reduced mobility, and additional needs have access to assistance they need to travel with dignity at every stage of their journey, from departure to arrival.
That could be airport wheelchair assistance or other forms of mobility help, but it can also be assistance for the elderly, or welcoming air passengers with service dogs.
There's no universal rule for requesting special assistance.
However, most laws specify that there should be an easily accessible way for you to request special assistance when you book your flight, whether that is via a tour operator or directly with the airline.
To get the best possible support, plan ahead.
In some countries the laws give specific limits. In the UK, passengers need to contact airlines and airports at least 48 hours before traveling, while in Brazil, 72 hours' notice is sometimes required. In the US, airlines may not ask for advance notice unless your request is likely to require a lot of planning.
Our advice is simple: plan as early as possible.
Passengers with a disability have the same right to access air travel as people without disabilities.
Although the specifics of the laws differ from country to country, they are intended to ensure as many people as possible can travel with ease and dignity.
Some laws set standards of accessibility for airports and airplanes, to ensure people with disabilities can use them, while other laws give you the right to the assistance that you require in order to travel.