• Your rights in the EU

    If you’re a passenger with a disability or reduced mobility you are legally entitled to support, commonly known as ‘Special Assistance’, when travelling by air.

    This means airports and airlines must provide help and assistance, which is free of charge, and helps ensure you have a less stressful journey.

    Special assistance is available to passengers who may need help to travel such as the elderly, those people with a physical disability, such as wheelchair users, and those who have difficulty with social interaction and communication, such as those with autism or dementia.

    Your right to special assistance is stipulated in EU law and applies when:

    • You fly on any airline from an EU airport
    • You fly on an EU registered airline to an EU airport

    Passengers who want special assistance should aim to give their airline 48 hours notice of the help they require.

    Help is available from the moment you arrive at an airport and can cover:

    • your journey through your departure airport
    • boarding the aircraft and during the flight
    • disembarking the aircraft
    • transferring between flights
      and
    • travelling through your destination airport.

    Details of special assistance services provided by all airlines and UK airports

    Outside the EU

    Similar passenger rights apply in other countries including the United States. However, there are many parts of the world where similar rights are not available. Assistance may require a fee or not be available at all.

    The CAA’s role

    We want to make sure everyone has fair access to air travel. We work with industry to make this happen by promoting special assistance and improving the consistency of the service available.

    We also understand things can go wrong and we ask anyone who has a complaint relating to special assistance to call the CAA Passenger Advice and Complaints Team on 0207 453 6888.

    We respond to and review all complaints received and can use our enforcement powers if any patterns relating to non-compliance emerge.