If you are a passenger with a disability or reduced mobility, you are legally entitled to special assistance when traveling by air.
Airports are responsible for assistance from your arrival at a designated point through to boarding the aircraft. Upon arrival, the destination airport assists you from disembarkation to the designated exit point. During the flight, the airline is responsible for providing necessary assistance.
Steps to resolve assistance issues
- If you encounter problems with special assistance, promptly inform the airline or airport staff to seek a resolution.
- If the issue isn't resolved satisfactorily, follow the airline's or airport's official complaint procedure.
- Should your complaint remain unresolved, you may escalate it. Visit our How to make a complaint page for guidance on this process.
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