Resolving Travel Problems related to Disability or Reduced Mobility

Information for passengers

If you experience problems which are related to your disability or reduced mobility we may be able to help. 

Before contacting us, we encourage you to read the information available on this website. If you wish to make a complaint to us about an airline or an airport you must contact the company first (preferably in writing). If you are still not satisfied once you have received a reply from them, you may contact us, attaching all relevant correspondence. If you have not received a reply within six weeks you may also contact us and we will chase up a response.

Should you require an alternative method to contact us you may:

What we can and cannot do  

Please note that the CAA is not an ombudsman. It does not have the ability to decide individual cases or impose fines/compensation.

Where practical we can sometimes liaise with the airline/airport to try find a solution to the matter. We primarily use data from the complaints we receive to identify potential patterns of non-compliance to inform our enforcement work.

Denied Boarding / Delays / Cancellations  

If you are denied boarding, or your flight is delayed or cancelled, you may also wish to consider your rights under EC Regulation 261/2004.

Passengers with disabilities and reduced mobility have some specific rights in relation Regulation 261/2004. Airlines carriers are required to prioritise carrying persons with reduced mobility and any persons or certified service dogs accompanying them.  They also need to pay particular attention to the needs of persons with reduced mobility, and any persons accompanying them (Articles 9 & 11).

If you experience problems which are not related to your disability or reduced mobility please refer to our guidance on resolving travel problems.

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