• UK airports need to comply with EU legislation to provide assistance to disabled persons and those with reduced mobility.

    This section provides information on legal requirements and the CAA’s enforcement powers. It also includes information about passenger rights during flight disruption.

    The obligation to assist passengers falls on airlines, but airports need to be aware of what passengers are entitled to during periods of disruption.

    European Commission Guidelines

    The European Commission has published guidelines to clarify the existing rules and facilitate their application across the EU.

  • We have issued guidance on our approach to enforcing consumer law.  The guidance aims to inform our stakeholders, (businesses and their advisers, consumers, consumer groups, and other interested parties) on how we will use our consumer powers. 

    We have also published prioritisation principles that explain our approach in deciding what is the most important work to do in the areas of consumer protection, competition law and economic regulation.

    Regulation EC1107/2006

    The CAA is responsible for compliance and enforcement with European law providing rights to disabled passengers and passengers with reduced mobility. View the European Legislation and “ Interpretative guidelines” on application of the Regulation. The legislation is enacted in the UK through The Civil Aviation (Access to Air Travel for Disabled Persons and Persons with Reduced Mobility) Regulations 2014.

    The CAA has published guidance for airports on setting, publishing and monitoring Quality Standards under the Regulation.

    What the legislation covers

    The legislation places obligations on airports and airlines to provide access to air travel for PRMs, subject to some safety and security issues.

    These include obligations on:

    Airports

    • to provide assistance throughout the passenger journey at the airport
    • to set, publish and monitor “quality standards” on service performance
    • to train customer facing staff
    • to charge airlines for provision of the service

    Airlines

    • to provide assistance on board aircraft
    • to train customer facing staff
    • to provide information to PRMs on any safety or security restrictions which might affect a person's ability to travel
    • to transport medical and mobility equipment

    Section 85 of the Civil Aviation Act 2012

    Under Section 83 of the Civil Aviation Act 2012 airports and airlines are required to “publish information for the benefit” of passengers. The CAA requires airlines and airports to publish key information relevant to passengers with reduced mobility on their websites.

    This subject areas for the information have been specified by the CAA and should be presented on a single webpage one click away from the home page of the website or on webpages directly accessible from a single 'landing' webpage one click away from the home page. The information should be presented in a clear and easy to understand way and the design of websites should take into consideration existing international guidelines on website accessibility.

    Airport performance reports

    We have published a report on how UK airports have performed in terms of the quality of assistance provided to disabled persons and those with reduced mobility for the year April 2015 to 31 March 2016.

    The CAA is responsible for compliance and enforcement with the European law which provides rights to passengers when their flights are delayed or cancelled or a flight is overbooked.  

    Airlines will also need to ensure they comply with the English and European case law that has been developed on a range of aspects of the legislation.  The European Commission publishes information on European court judgments, but you should also ensure that you keep up-to-date with the latest developments.

    In the English courts, the Court of Appeal has issued two judgments relating to the Regulation.  The Jet2.com v Huzar ruling  confirmed that technical faults on aircraft are not an extraordinary circumstance and the ruling in Dawson v Thomson Airways Ltd   confirmed that passengers have a 6 year period to take their claim to court in England and Wales.

    What the legislation covers

    The legislation places obligations on the airline operating the flight to provide:

    • information to passengers about their rights
    • care and assistance during periods of long delay or cancellation
    • the option of a refund or re-routing for cancelled flights
    • financial compensation for cancelled flights (in specific circumstances)
    • information, care, assistance and compensation when passengers are denied boarding;
    • a partial refund for downgrades and to make no additional charge for upgrades;
    • details of how consumers can make a complaint

    CAA Guidance 

    The CAA has published two compliance reports which deal with different aspects of the Regulation:  

    • CAP 1227 sets out guidance on the obligation to provide information on their legal rights to disrupted passengers.  

    • CAP 1275 focuses on the requirement to provide financial compensation for technical faults on an aircraft and the limitation period for dealing with consumer claims.

    We have also published guidance on the types of incidents that may be considered to be an extraordinary circumstance under the legislation.  

    The CAA List sets out a range of incidents that in our view could fall into this category, it is non-exhaustive and there may be other incidents that could fall under the exemption.  In addition airlines will also need to demonstrate that they took all reasonable measures to avoid or mitigate the resulting disruption.  

  • Hidden disabilities

    The CAA has recently consulted on guidance for airports on providing help and assistance to people with "hidden" disabilities such as autism, dementia, mental health issues and hearing loss. The resulting guidance (CAP1411) sets out the obligations on airports under Regulation EC1107/2006 concerning the rights of disabled people and people with reduced mobility.

    Directory of hidden disability organisations

    This list includes only organisations that have worked with us in improving access to aviation for disables people, it is not exhaustive. If you would like your organisation to be included, please email consumerenforcement@caa.co.uk (updates every 6 months).

  • Autism friendly award (National Autistic Society accreditation scheme)

    Training, consultancy and resources

    Dementia friends (Alzheimer's Society accreditation scheme)

    Training, consultancy and resources

    Training, consultancy and resources

    Louder than words (Action for Hearing Loss accreditation scheme)

    Training, consultancy and resources

    Training, consultancy and resources

    Training, consultancy and resources