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What to do if you have not been able to resolve a travel problem.
For airlines, the types of complaints that an ADR provider can consider include: Denied boarding, flight delays, or flight cancellations; Baggage issues including destruction, damage, loss or delay of baggage; Assistance for disabled passengers or passengers with reduced mobility; or Issues where passengers feel they were misled or treated unfairly and experienced financial harm as a result.
Last updated: 10 February 2026
Requesting assistance and help, airport assistance points, checking in, boarding the aircraft, during your flight, access to toilets, destination airport.
Requesting assistance If possible, request assistance when you book your tickets or at least 48 hours before departure through your airline, travel agent, or tour operator.
Last updated: 09 July 2026
Top tips for your next holiday.
If you require special assistance during travel, you should let your airline know at least 48 hours prior to departing and give yourself plenty of time at the airport.
Last updated: 15 May 2026
Steps to resolve an issue, how to make a complaint.
If you are a passenger with a disability or reduced mobility, you are legally entitled to travel assistance when traveling by air.
Last updated: 09 July 2026
At a glance: UK’s aviation regulator publishes its annual Airport Accessibility Report for 2025/26, which assesses the quality of assistance services provided to disabled passengers and passengers with reduced mobility at the UK's largest airports.
Last updated: 04 August 2026
Information on legal requirements and the CAA's enforcement powers for airlines and airports.
This includes laws and regulations relating to price transparency, passenger rights during flight disruption, access to air travel for passengers with reduced mobility, unfair contract terms and requirements to trade fairly.
Last updated: 26 March 2026
Useful tips, advice and a template letter to help you claim reimbursement or compensation from your airline after a flight delay.
You can learn more about your rights by accessing the dedicated pages through the following links Delays, cancellations, denied boarding and downgrades Assisted travel Baggage problems Send your claim to the airline’s customer relations department.
Last updated: 20 July 2026
Frameworks, airport and airline reports, airline digital accessibility.
We strongly believe that everyone should have access to air travel.
Last updated: 30 April 2026
Information on our work.
We also work to ensure airlines and airports meet legal requirements on providing assistance to passengers with reduced mobility.
Last updated: 30 December 2025
ATOL, passenger rights, denied boarding and assistance for reduced mobility.
The Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012 - SI 2012 No 1017 (“the ATOL Regs”) Law 2012/1017 last amended 01 January 2021 UK Reg (EU) No 1107/2006 (the UK Persons with Reduced Mobility Regulations or “PRM Regs”) Law 1107/2006 last amended 01 January 2021 UK Reg (EU) Reg No 261/2004 (the UK Denied Boarding Regulations) Law 261/2004 last amended 14 December 2023 The Civil Aviation (Denied Boarding, Compensation and Assistance) Regulations 2005 - SI 2005 No 975 Law 2005/975 last amended 01 January 2021
Last updated: 08 September 2026
