Search results for 'special assistance'

Reporting a problem with special assistance

Resolving special assistance problems if they arrive while you travel

If you are a passenger with a disability or reduced mobility, you are legally entitled to special assistance when traveling by air.

Last updated: 16 May 2025

Accessing special assistance

Information for passengers with disabilities or reduced mobility

Look for a special assistance link when booking online You may need to call or fill out a form—many airlines provide Freephone or local rate numbers Some airlines offer a free call-back service Request and keep written confirmation of your assistance reservation.

Last updated: 16 May 2025

Special assistance

Travelling with a disability or reduced mobility

Last updated: 26 February 2025

Your rights as a disabled passenger or passenger with reduced mobility

Information about your rights to access special assistance

Your rights in the UK If you have a disability or reduced mobility, you are legally entitled to special assistance, free of charge, when: Flying from a UK airport on any airline or Flying to a UK airport on a UK or EU airline Special assistance is available for but not limited to: Wheelchair users and those with physical disabilities, including reduced mobility Passengers with hidden disabilities such as autism or dementia What special assistance covers Help is available from arrival at the airport to reaching your destination, including: Moving through the departure airport Boarding and support during the flight Disembarking and flight transfers Navigating the destination airport Your rights outside the UK Similar rights apply in the EU and the US, but not all countries offer special assistance.

Last updated: 03 June 2025

Regulator’s accessibility assistance report highlights progress made by most UK airports but finds three airports need improvement

UK’s aviation regulator publishes annual report ranking special assistance service offered by UK’s biggest airports to passengers with disabilities or reduced mobility.

At a glance: UK’s aviation regulator publishes annual report ranking special assistance service offered by UK’s biggest airports to passengers with disabilities or reduced mobility.

Last updated: 25 June 2025

Regulator urges consumers to brush up on their passenger rights ahead of the August Bank Holiday

Passengers are being reminded of what they are entitled to if their flight is delayed or cancelled, the importance of booking ahead if special assistance is needed and to be aware of baggage and liquid allowances.

01:48 Well, this is the airline's responsibility as well. 01:52 You'll be compensated depending on the value of any affected luggage. 01:56 If your baggage is delayed, you should be reimbursed for any essential items you need in the interim. 02:01 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. 02:11 You'll find staff assistance points in the airport to help those with reduced mobility on their journeys. 02:16 If you've complained to an airline and aren't happy with the response, you can contact the appropriate Alternative Dispute Resolution service. 02:23 Or if an airline isn't signed up to an ADR service, you can escalate your complaint straight to our Passenger Advice and Complaints team. 02:31 Those are just a few key essentials to keep in mind on your next trip. 02:34 But you can find more details over on our website today.

Last updated: 23 August 2024

At the airport

From check-in to security

If you require assistance because you are disabled or have reduced mobility, consider arriving earlier at the airport to give you more time to request support, check-in and pass through security.

Last updated: 23 April 2025

Know Before You Go

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: 10 April 2025

Planning your flight

Essential considerations when booking travel

Special assistance If you’re a passenger with reduced mobility you are legally entitled to support, commonly known as ‘special assistance’, when travelling by air.

Last updated: 24 April 2025

UK Civil Aviation Authority accepts Gatwick Airport’s commitments

The UK Civil Aviation Authority has today published its Final Proposals to accept Gatwick Airport Limited’s (GAL) proposed new commitments to airlines for the four-year period from 2025/26 to 2028/29.

This means Gatwick will focus on areas of operation that have been challenging, as a result of an enhanced measure on the air traffic performance provided by the Gatwick control tower, operated by NATS, and the introduction of incentives on GAL to improve special assistance services.

Last updated: 04 March 2025