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Passenger Rights for Travelers with
Disabilities in Air Transport

ReFly protects the rights of air passengers

This page provides a summary of your rights under international law, helping you understand the kind of assistance you can expect and the steps to take if you do not receive it.

Passengers with disabilities are entitled to receive free assistance at the airport and on board, in line with European and international regulations. It is important to inform the airline of your needs in advance, preferably when booking or at least 48 hours before departure. This way, the necessary support can be arranged for boarding, disembarking, and during the flight.

Note: We only provide general information about your rights under international law. We cannot assist you in applying for aid or submitting claims, unless they concern delayed or cancelled flights.

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What are my rights as a passenger with a disability?

Passengers with disabilities have the same rights to access air travel as those without disabilities. While the details of the laws vary from country to country, these regulations are designed to ensure that as many people as possible can travel with dignity and ease.

Some laws set accessibility standards for airports and airlines, while others guarantee your right to receive the assistance you need when traveling.

How to request special assistance

Many laws guarantee your right to what is known as "special assistance." This service, provided by airlines and airports, is designed to ensure that passengers with disabilities, reduced mobility, or special needs receive the necessary support throughout their journey, from departure to arrival.

Assistance may include airport support with wheelchairs or other mobility aids, as well as services for elderly passengers and those traveling with service dogs.

You can request special assistance by contacting the airport or the airline you'll be flying with and asking what type of support they can provide. It's recommended to do this as early as possible to make sure the service will be available.

Important: There is no universal rule for requesting special assistance. However, most laws require that there be an easily accessible way to make this request at the time of booking, either through a tour operator or directly with the airline.

Advance Planning

To get the best possible support, it's a good idea to plan ahead.

In some countries, the law sets specific requirements: in the United Kingdom, passengers must contact airlines and airports at least 48 hours before their trip, while in Brazil a 72-hour notice is required.

In the United States, airlines may not require advance notice, unless the request involves special planning.

Our advice is simple: plan as early as possible.

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Global regulations

There are several laws around the world that protect the rights of passengers with disabilities, reduced mobility, or special needs.
Here are some of the main regulations:

  • United States

    Air Carrier Access Act (ACAA)

    It covers all passengers with disabilities and those traveling with assistance animals.
    It is illegal to discriminate against passengers with disabilities, and airlines must meet their needs.
    Airlines must also provide assistance during boarding and disembarkation.

  • United Kingdom

    Equality Act 2010 and Civil Aviation Regulations 2014

    These laws ensure that passengers with disabilities have the right to appropriate assistance, provided free of charge both at the airport and on board.
    Airlines must ensure that assistance is provided promptly and that passengers are clearly informed about the services available.

  • European Union

    EC Regulation 1107/2006

    Ensures that people with disabilities and reduced mobility can access European air services with the same rights as all other passengers.
    This includes the obligation for airlines to provide assistance with boarding, disembarking, and the transport of special equipment.

  • Canada

    Accessible Transportation for Persons with Disabilities Regulations (ATPDR)

    Ensures barrier-free access to Canada's transport network for passengers with disabilities.
    Airlines must provide assistance and ensure that equipment is handled with care.

  • Brazil

    ANAC Resolution 280/2013

    Ensures the right to special assistance for all passengers who need it, providing equal access to travel.
    Passengers requiring special assistance are given priority at all stages of the journey, including boarding and disembarkation.

Airlines Must Care About Disabilities

    Here is a list of some airlines renowned for their care and assistance for passengers with disabilities:
  • Delta Air Lines

    They provide personalized assistance services and have clear procedures for requesting special assistance.

    Learn more
  • United Airlines

    They have a dedicated program to ensure that passengers with disabilities receive the necessary support.

    Learn more
  • American Airlines

    They provide assistance at the airport and on board, and have a dedicated phone line for support requests.

    Learn more
  • British Airways

    They offer comprehensive support services and detailed information on the rights of passengers with disabilities.

    Learn more
  • Air Canada

    They have clear policies to ensure accessibility and assistance for passengers with special needs.

    Learn more
  • Lufthansa

    They provide assistance at the airport and on board, and have procedures in place to ensure that passengers with disabilities receive the necessary support.

    Learn more
  • Qatar Airways

    They have a dedicated assistance program for passengers with disabilities and provide support throughout the entire journey.

    Learn more
  • Emirates

    They provide personalized assistance and have a dedicated team to handle the needs of passengers with disabilities.

    Learn more

How to claim compensation and/or a refund

Remember that if your flight was cancelled or delayed, you have the right to claim a refund and, in some cases, compensation.

If the delay meets the requirements of the European Regulation, you can claim compensation.

To make any claims easier, keep all documents related to your flight:

Here's how you can proceed:

  1. 1. Contact the airline: submit a formal compensation claim, including all the documents you have gathered.
  2. 2. Rely on Refly.org: If you want to avoid long waits and complicated procedures, Refly can handle everything for you. Thanks to our experience, we analyze your case for free and make sure you receive the compensation you're entitled to—stress-free.
€250

The €250 compensation for a canceled flight specifically applies to flights under 1500 km.

€400

The €400 compensation for a canceled flight applies to flights between 1500 km and 3500 km.

€600

The €600 compensation for a canceled flight applies to flights over 3500 km.

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How can I get my compensation?

Here's how to do it in 3 simple steps:

1

Send the claim request

It only takes 1 minute to discover the amount of your compensation.

2

We work for your rights

Our legal team will collaborate with the airlines and authorities regarding your case.

3

Receive your compensation

As soon as we win the lawsuit, you will receive the money in your bank account

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How Refly helps you in case of a delayed flight

Dealing with a flight delay can be stressful, especially when it comes to claiming your rights. Here's how Refly.org can support you:

  • Free case evaluation: we quickly check if you're entitled to compensation.
  • Full claim management: we handle all communication with the airline, saving you from long waits and unclear responses.
  • No upfront fees: you only pay if we win compensation for you.
  • Proven experience: our team of experts has in-depth knowledge of regulations and passenger rights, ensuring you the best possible support.

With Refly, you can turn a negative experience into a positive outcome, without worrying about the paperwork.

Stay calm and manage your time

Finally, try to make the best use of the delay time. Take advantage of the services available at the airport, such as lounges, free Wi-Fi, or workspaces. Staying calm will help you handle the situation more effectively.

A delayed flight can be a stressful experience, but by following these tips you'll be able to handle the situation with more confidence and, if necessary, claim the compensation you're entitled to.

For support and to claim your rights, turn to Refly.org; our team is here to help you get the compensation you deserve.

Frequently Asked Questions about Airport Assistance

Airport assistance, also known as special assistance, is a free service designed to support passengers with disabilities, reduced mobility, or special needs — from the moment they arrive at the airport until they leave their destination airport.

You can request it by contacting the airport or the airline you are flying with, asking what type of assistance they can provide. It is advisable to do this as early as possible to ensure the service is available.

In many cases, you can travel with a guide dog. Airlines are required to allow it, but they may ask for proof of training. Contact the airline for more details.

Your equipment, such as wheelchairs, should be handled with care and transported free of charge. In the United States, the Air Carrier Access Act provides additional protection for damaged equipment.

Airlines are required to provide free assistance to help you reach your seat. We recommend checking the availability of assistance when making your booking.

If you don't receive the assistance you are entitled to, immediately contact the airline or airport staff. You can also file a formal complaint with the relevant regulatory authority in your country.

Passenger Rights for Travelers with Disabilities in Air Transport
Refly

ReFly operates in accordance with regulations
related to passenger rights

Only a few air travelers are aware of their rights, and many of them lack the legal understanding necessary to claim compensation for flight delays. Even if they are aware of their rights, the process of requesting compensation from airlines can be challenging.

European Union Air Passenger Rights EU Regulation EC 261
Air Passenger Rights in Great Britain Great Britain UK 261
Air Passenger Rights Montreal Convention Montreal Convention
Air Passenger Rights in Turkey SHY Turkey