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Airports should inform disabled people and people with
reduced mobility that security officers must make reasonable adjustments
for disabled passengers and that security officers should always ask the
passenger how this can best be achieved, bearing in mind that the
security officer is under a legal obligation to satisfy him/herself, as far as
reasonably practicable, that the person being screened is not in
possession of any prohibited article.
Last updated: 08 December 2016
European legislation
safeguards access to air travel for disabled people and passengers with
reduced mobility (PRMs), but for this to ensure fair and non-discriminatory
treatment consumers must be able to enforce their rights effectively.
�� Supply chains that bring air travel services to consumers consist of
multiple sub-contracted relationships, making them complex and – from
consumers’ point of view – often opaque.
Last updated: 24 July 2014
Airline ADR schemes must handle the following types of complaints:
• Denied boarding, delay, or cancellation;
• Destruction, damage, loss, or delayed transportation of baggage;
• Destruction, damage, or loss of items worn or carried by the passenger;
• Problems faced by disabled passengers or passengers with reduced mobility when
using air transport services (i.e. complaints about airlines arising under
Regulation EC1107); and
• Any more general disputes arising where the consumer alleges that the business
is not trading fairly.
Last updated: 18 February 2021
ADR applicants will need to confirm
(for example) whether fees are up-front per case or after the case has been
14 Passengers with reduced mobility
CAP 1324 Policy for ADR applicants and approved ADR entities
February 2021 Page 15
closed.
Last updated: 18 February 2021
For example, looking after disrupted passengers, paying
compensation, and providing assistance for Passengers with Reduced
Mobility.
Last updated: 01 June 2015
(note that the CAA
operates a special
process for passengers
with reduced mobility)
You can refer your
complaint to an ADR body
If you are dissatisfied with an
airline’s or an airport’s response to
a complaint you have made
If your complaint is
not resolved to your
satisfaction you can take
court action against the
airline or airport - you
cannot appeal against
the CAA’s opinion
http://www.caa.co.uk/Passengers/Resolving-travel-problems/Delays-cancellations/Making-a-claim/Taking-your-airline-to-court/
http://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/Alternate-dispute-resolution/
http://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/Alternate-dispute-resolution/
Last updated: 29 October 2021
This includes
those with hidden disabilities as well as Passengers with
Reduced Mobility (PRMs), and other groups of consumers that
struggle to access or obtain a satisfactory level of service at the
airport.
Last updated: 22 October 2021
In
the event of ADR being made compulsory in aviation at some point in the
future, we would make a strong case for the inclusion of airports in such
arrangements, given the statutory obligations they have towards disabled
passengers and passengers with reduced mobility.
Last updated: 19 October 2016
The updated and
extended Commitments builds on the outcomes focused design of the earlier Commitments and delivers several
important improvements and further benefits:
• It modernises the important Core Service Standards regime and introduces new metrics in a number of areas,
such as flight information systems and service for passengers with reduced mobility.
Last updated: 02 November 2021
However, there are some rare
occasions, for example during mass disruption where, in order to avoid
overcrowding at the airport, airlines may ask passengers to make their
own arrangements and claim a refund of their expenses.
1.3 Airlines must ensure that passengers with reduced mobility, or
unacommpanied minors are provided with assistance as a priority.
Last updated: 22 February 2017
