With the increasing importance of inclusion and equality in all areas of life, the issue of barrier-free travel is also increasingly coming into focus. Air travel in particular is often a challenge for people with disabilities, as airports and airlines are not yet completely barrier-free everywhere.
Nevertheless, there are clear legal regulations in the European Union and many other countries that are intended to ensure that people with reduced mobility can also experience a safe and comfortable journey. The travel tech company AirHelp, which specializes in the rights of air passengers, explains what rights passengers with disabilities have and how they are supported during their journey.
Legal basis for barrier-free flying
The rights of people with disabilities or reduced mobility are defined within the European Union by EC Regulation 1107/2006. This regulation requires airports and airlines to offer free assistance to passengers with special needs. This assistance is intended to ensure that they receive the necessary support at every stage of their journey - from entering the airport to arriving at their destination - to make their journey smooth and stress-free.
Outside the EU, similar regulations exist, such as the Air Carrier Access Act (ACAA) in the USA, which prohibits discrimination on the basis of disability in air travel. Other countries, such as Canada and Australia, have also introduced measures to promote barrier-free travel, which underlines the global importance of the issue.
Rights and assistance: What are the rights of passengers with disabilities?
Passengers with disabilities are entitled to a range of assistance services designed to facilitate their travel experience. These services include, but are not limited to:
- Help with check-in: Passengers with disabilities may receive assistance with the check-in process, including transporting their baggage.
- Mobility aids at the airport: Airports are required to provide wheelchairs or other mobility aids to help passengers move around the terminal.
- Help with boarding: Whether access to the aircraft is via a jetway or other aids such as elevators, people with disabilities are always provided with assistance when boarding and disembarking.
- Free transport of aids: Assistive devices such as wheelchairs or other supportive equipment must be transported by the airline free of charge. Assistance dogs are also allowed on board.
- Assistant staff: Airports offer trained staff who can accompany passengers throughout the entire process – from security checks to boarding.
A key point here is that this assistance is usually offered free of charge. It is important that the airline and the airport are informed of the passenger's specific needs at least 48 hours in advance. This is the only way to ensure that all necessary arrangements can be made in good time.
Challenges for low-cost airlines
While major airlines are generally well prepared to meet the needs of passengers with reduced mobility, budget airlines often face problems. One of the most common challenges is access to the aircraft, as these airlines often do not use jet bridges. Instead, passengers must use stairs, which is a significant obstacle for people with disabilities. However, even budget airlines are obliged to offer the same standard of assistance as larger airlines.
Here it is particularly important to contact the airline and the airport early on to ensure that all necessary aids are available. This is also emphasized by Nina Staub, passenger rights expert at AirHelp: "Unfortunately, it happens again and again that people with disabilities do not receive the necessary support or are even discriminated against. In such cases, the passengers concerned should immediately file a complaint with the airline or the airport. If this does not lead to a satisfactory result, there is the option of forwarding the complaint to the national enforcement body."
Complaints and legal action
Passengers who feel discriminated against or inadequately supported during their journey should exercise their rights. The first step is to report the problem directly to the airline or airport. If the response is inadequate, there is the option in the EU to contact a national enforcement body that monitors compliance with the regulation. In Germany, this is the Arbitration Board for Public Transport (SÖP), which mediates in disputes between travellers and transport companies.
In addition, passengers can also claim compensation if their mobility aids are damaged or lost during transport. It is important to report the incident immediately and to take documentation, such as photos.
Barrier-free travel as a fundamental right
In today's world, it is essential that everyone, regardless of their mobility or other limitations, has the opportunity to travel stress-free and safely. Legal regulations in the EU and other countries have already taken an important step towards a barrier-free travel experience. However, challenges still exist, especially with low-cost airlines or less well-equipped airports.
Affected travelers should therefore inform themselves early on, know their rights and, if necessary, request support. The correct handling of complaints and knowledge of legal entitlements can help to further improve barrier-free travel in the future.
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