Q and A: air travel for disabled people

We have been hearing your stories about the challenges of air travel for disabled people, from written-off wheelchairs post-flight to demeaning treatment in the airport.

Responding to Channel 4 News via the hashtags, #noflybritain and #nogobritain, disabled travellers from across the country have been telling us what they think about the state of air travel as the United Kingdom welcomes thousands of disabled Paralympic athletes and spectators.

There have been some horror stories and some positives – but what are the rules, and what are your rights? We put questions to Tourism For All‘s information service expert, Carrie-Ann Lightley. A wheelchair user herself, she understands the difficulties of finding suitable services and facilities.

Are you disabled? Tell us your experiences of flying on Facebook or Twitter, using the hashtags #noflybritain #nogobritain

What are the rights of disabled people regarding air travel?

People with disabilities and/or reduced mobility are protected from discrimination during reservation and boarding. They are also entitled to assistance at airports (on departure, on arrival and in transit) and on board airplanes.

What regulations and laws are there supporting these rights?

Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air.

The guidelines cover what should happen during the booking process, after the booking has been made, and at the airport.

In July, The Travel Association (ABTA) and the Civil Aviation Authority launched new guidelines (Pre-Notification Guidance – for Supporting Passengers with Reduced Mobility), for the travel industry to help deliver a smooth airport experience for people with reduced mobility. They aim to give information and advice for travel companies and airports on how to provide the optimal experience for passengers who require assistance at the airport. The key focus is pre-notification

Pre-notification is essential to help ensure the airports put the right resources in place at the right time to provide assistance to people with reduced mobility. The guidelines cover what should happen during the booking process, after the booking has been made, and at the airport.

What can disabled people do to make the process easier?

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.

What can airlines and airports do to help?

The rules state that passengers needing assistance must not be charged. All staff providing direct assistance to passengers to be suitably trained, and disability awareness training should 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).

Airport managing bodies are 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 are also required to provide certain assistance on-board the aircraft.

What can disabled people do if something goes wrong?

You should first contact the airline or – for issues related to persons with reduced mobility – the airport. If you are not satisfied with their response, you can lodge a complaint with a National Enforcement Body (NEB). Please note that complaints should in principle be filed in the country where the incident took place.