References to EU regulation or EU websites in our guidance will not be an accurate description of your obligations or rights under UK law.read more
UK airports need to comply with EU legislation to provide assistance to disabled persons and those with reduced
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.
Interpretative Guidelines have been published to clarify the existing rules and facilitate their application on assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.
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.
The CAA is responsible for compliance and enforcement with the law providing rights to disabled passengers and passengers with reduced mobility. View the text of the 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.
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:
Under Section 85 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.
We publish annual report on how UK airports have performed in terms of the quality of assistance provided to less mobile passengers.
You can visit our guidance on consumer law for airlines page for more information.
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.
This list includes only organisations that have worked with us in improving access to aviation for disabled people,
it is not exhaustive. Please
contact the CAA via the general enquiries form here: https://caa.co.uk/Our-work/Information-requests/Make-an-enquiry/
Autism friendly award (National Autistic Society accreditation scheme)
Training, consultancy and resources
Dementia friends (Alzheimer's Society accreditation scheme)
Louder than words (Action for Hearing Loss accreditation scheme)
Colostomy UK is a charity that supports people living with a stoma. It works together with different organisations and UK airports to ensure that the needs of travellers with a stoma and other hidden conditions are better recognised.
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