RIGHTS OF AIR PASSENGERS WITH DISABILITIES
RIGHTS OF AIR PASSENGERS WITH DISABILITIES
Every passenger with a disability or reduced mobility has the legal right to free special assistance, equal access and dignified treatment throughout their journey. If the airline or airport fails to meet its obligations or if your mobility equipment is lost or damaged, you have rights, and Air Delayed can help you enforce them.
If you have a disability or reduced mobility, you have the legal right to free assistance at every UK or EU airport and on board under Regulation (EC) 1107/2006, no matter your airline or ticket price. This covers help with check-in, boarding, and disembarking, free travel for wheelchairs and assistance dogs, and compensation if your mobility equipment is lost or damaged. Airlines can only refuse to carry you in narrow, safety-specific cases. To arrange assistance, notify your airline at least 48 hours before departure.
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Know your rights as a disabled air passenger
- Under UK Regulation 1107/2006 (known as UK1107), passengers with disabilities and reduced mobility are legally entitled to free special assistance throughout their entire journey, from the moment they arrive at the airport to when they reach their final destination.
- Airlines and airports cannot refuse to carry you on the basis of your disability alone, refusal is only permitted on specific, justified safety grounds.
- All assistance is provided free of charge, airlines and travel agents are legally required to offer a free channel through which you can request special assistance at the time of booking.
- If your wheelchair or mobility equipment is lost, damaged or delayed, you are entitled to compensation and a temporary replacement while yours is being repaired or returned.
- If you also experience a flight delay, cancellation or are refused boarding, your rights under UK/EU 261 apply in full, on top of your rights under UK1107.
- You can seek compensation under the Equality Act 2010 if you are subjected to discrimination or treated less favourably because of your disability.
- Assistance dogs are entitled to travel in the passenger cabin on qualifying routes, subject to national regulations.
What is UK Regulation 1107/2006 (UK1107)?
UK Regulation 1107/2006, commonly referred to as UK1107, is the primary piece of legislation protecting the rights of disabled passengers and passengers with reduced mobility (PRM) when travelling by air within, to and from the United Kingdom. It was originally adopted as EU Regulation EC 1107/2006 and entered into force across all EU member states on 26 July 2008. Following Brexit, it was incorporated into UK domestic law and continues to apply in full to all qualifying UK flights.
The regulation's core purpose is straightforward: passengers with disabilities and reduced mobility should be able to access and enjoy air travel on the same terms as all other passengers. They should face no discrimination and receive whatever practical assistance they need to travel with dignity, safety and independence.
UK1107 places legal obligations on two separate parties:
- Airport operators who are responsible for providing and coordinating the majority of special assistance services within the airport
- Airlines who are responsible for assistance on board the aircraft and for the handling of mobility equipment
The Civil Aviation Authority (CAA) is the UK enforcement body for UK1107, with powers to investigate complaints and require airlines and airports to comply with their obligations.
Who does UK1107 protect?
UK1107 uses the term "disabled person or person with reduced mobility" (PRM) broadly. It covers any passenger whose situation requires particular attention and whose needs mean the standard service needs to be adapted. This includes, but is not limited to:
- Wheelchair users — both manual and powered
- Passengers with permanent physical disabilities — affecting limbs, sight, hearing, or any combination
- Passengers with temporary mobility restrictions — such as a broken leg or recent surgery
- Passengers with hidden disabilities — including autism, dementia, anxiety disorders, epilepsy and chronic pain conditions
- Passengers with sensory impairments — visual or hearing loss
- Elderly passengers who require assistance
- Passengers with intellectual or cognitive disabilities
- Pregnant passengers who require support
Hidden disabilities
Many airports in the UK now operate a Sunflower Lanyard scheme, which allows passengers with non-visible disabilities to discreetly indicate to staff that they may need additional support or patience. You do not need to disclose the specific nature of your condition to request special assistance, simply stating that you require support is sufficient.
UK1107 applies to all passengers regardless of nationality. What matters is that you are travelling to, from or within the UK, or for certain protections, that you are flying with a UK or EU airline arriving into the UK.
Your right to request special assistance
Under UK1107, you have the right to request special assistance at no cost. Airlines, travel agents and tour operators are legally required to offer a free, accessible means of doing so at the time of booking, regardless of which channel you use to purchase your ticket.
When to notify
Whilst you are legally entitled to turn up at the airport and request assistance, it is strongly recommended to give at least 48 hours' notice before your scheduled departure. This allows the airport and airline to prepare the specific assistance you need and significantly reduces the risk of delays or gaps in service.
For passengers travelling with electric wheelchairs or powered mobility scooters, 48 hours' advance notice is a formal requirement under UK1107 — this is because electric mobility aids are subject to aviation safety regulations concerning lithium batteries and must be properly prepared for transport.
How to notify
- At the time of booking — online, by telephone or in person with the airline, travel agent or tour operator
- At any point before travel — by contacting the airline's special assistance team directly
- At the airport — by informing staff at the special assistance desk or check-in counter on arrival
What special assistance must be provided?
UK1107 sets out in detail the categories of assistance that airports and airlines must provide. The following are all provided free of charge:
At the departure airport
- Assistance from a designated arrival point (such as a car park entrance, taxi drop-off or terminal entrance) to the check-in desk
- Help with check-in procedures and baggage handling
- Escort from check-in to the departure gate, including through security and passport control
- Assistance boarding the aircraft, including the use of lifts, wheelchairs or other equipment
- Help stowing carry-on luggage in overhead lockers where needed
On board the aircraft
- Assistance moving to your seat
- Help stowing and retrieving carry-on baggage
- Assistance moving to the toilet if required, though cabin crew are not expected to provide personal care or assist with eating, drinking or medication management
- Provision of essential information about the flight in an accessible format
- Use of an onboard wheelchair if available, to assist with moving around the cabin
At the arrival airport
- Assistance disembarking from the aircraft
- Help collecting checked baggage from the carousel
- Escort through passport control, customs and immigration
- Assistance reaching a designated exit point, such as a taxi rank, public transport stop or car park
- If you have a connecting flight, assistance getting to your next departure gate
Throughout the journey
- Assistance from an accompanying person, if you travel with one, the companion must be permitted to provide practical help at the airport and during boarding and disembarking
- Transportation of your mobility equipment in the hold, free of charge
- Accommodation of a recognised assistance dog in the passenger cabin (subject to national regulations and advance notice)
- Provision of flight information in an accessible format, including spoken announcements, large print or other appropriate means
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Your right not to be refused travel
Airlines and airports cannot refuse to carry you, or prevent you from boarding, solely on the basis of your disability or reduced mobility. The only lawful grounds for refusal are:
- Safety requirements set out in applicable law, or established safety requirements imposed by the competent authority, where it is impossible to carry the passenger safely
- Physical limitations of the aircraft or its doors that make it physically impossible to board or carry the passenger
If an airline or airport refuses you permission to travel for any other reason, this may constitute unlawful discrimination under UK1107 and the Equality Act 2010.
If an airline refuses to accept your booking or refuses boarding, it must:
- Inform you of the specific safety reason for the refusal, in writing if requested
- Make reasonable efforts to offer you a suitable alternative flight
- Reimburse your ticket or re-route you if a suitable alternative is available
Important
If you are refused travel on grounds you believe are discriminatory or unjustified, document everything in writing at the airport and contact Air Delayed as soon as possible. Time-sensitive evidence is crucial in these cases.
Your rights when mobility equipment is lost or damaged
One of the most serious concerns for disabled travellers is the risk of their wheelchair, mobility scooter or other assistive device being damaged, delayed or lost in transit. For many passengers, their mobility equipment is not merely a convenience, it is essential to their independence and daily life.
Your entitlement when equipment is damaged or lost
Under UK1107 and the Montreal Convention, if your mobility equipment is lost, damaged or significantly delayed whilst in the airline's or airport's custody, you are entitled to:
- Compensation for the repair or replacement of the equipment
- A temporary replacement device for the duration of the disruption, where available, though this may not be like-for-like
- Reimbursement of reasonable out-of-pocket expenses incurred as a direct result of the loss or damage
The Montreal Convention compensation cap
For international flights, compensation for damaged mobility equipment is currently capped under the Montreal Convention at approximately £1,500 per passenger. However, this cap can be significantly increased if you declare the value of your mobility equipment in advance at check-in. Many passengers are unaware of this option, but for high-value powered wheelchairs, which can cost £5,000 or considerably more, declaring the excess value is strongly advisable.
CAA guidance
The Civil Aviation Authority's Airline Accessibility Guidance (CAP 2990), published in 2024, urges airlines to cover the full repair or replacement cost of damaged mobility aids rather than limiting payouts to the Montreal Convention cap. Whilst this guidance is not yet mandatory, some airlines follow it voluntarily, and Air Delayed can help you pursue the full cost where this applies.
Steps to take if your mobility equipment is damaged
- Report the damage immediately at the airport, do not leave without filing a Property Irregularity Report (PIR) with the airline's baggage claims desk. Take photographs of the damage.
- Keep all receipts for any temporary mobility equipment hired or purchased while yours is being repaired or returned.
- Obtain a written repair estimate or replacement quote from an authorised supplier as soon as possible.
- Submit a formal claim to the airline in writing, citing UK1107 and the Montreal Convention.
- Contact Air Delayed if the airline rejects your claim, offers an insufficient settlement or fails to respond within a reasonable time.
Your rights under UK/EU 261 if your flight is disrupted
Your rights under UK1107 exist alongside, not instead of, your rights under UK/EU 261. If you are a disabled passenger and your flight is delayed, cancelled or if you are refused boarding, your full entitlements under UK/EU 261 apply in exactly the same way as for any other passenger.
This means that in addition to any special assistance obligations, the airline must also:
- Offer you a full ticket refund or replacement flight if your flight is cancelled or delayed by five or more hours
- Pay financial compensation of up to £520 per person if your flight is cancelled with fewer than 14 days' notice or arrives at your destination three or more hours late, where the cause is within the airline's control
- Provide care and assistance at the airport, including meals, refreshments, communications access and hotel accommodation if an overnight stay becomes necessary
Important
If you are a disabled passenger who is refused boarding, delayed or subjected to a cancellation, and the airline also fails to provide adequate special assistance during the disruption, you may have grounds for claims under both UK/EU 261 and UK1107 simultaneously.
Your rights under the Equality Act 2010
In addition to the specific aviation regulations, disabled passengers in the UK are also protected by the Equality Act 2010, which makes it unlawful to treat a person less favourably because of a protected characteristic, including disability.
If an airline or airport:
- Refuses to carry you without lawful justification
- Fails to provide reasonable adjustments to accommodate your needs
- Treats you in a degrading or humiliating manner because of your disability
- Imposes conditions on your travel that do not apply to non-disabled passengers
...you may have grounds to bring a claim for compensation for injury to feelings and any financial losses suffered as a direct result of the discrimination. The amount of compensation depends on the severity and nature of the treatment, and whether it was deliberate.
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All the situations that affect your rights as a disabled passenger
| Situation | Your Right | Who Is Responsible |
|---|---|---|
| Requesting special assistance at booking | Free assistance; must be offered a free channel to request | Airline, travel agent or tour operator |
| Arriving at the airport needing assistance | Escort from designated arrival point to aircraft | Airport operator |
| Boarding the aircraft | Physical boarding assistance, including lifts or specialist equipment | Airport operator and airline |
| Moving around the cabin | Onboard wheelchair (where available); assistance to the toilet | Airline |
| Travelling with a powered wheelchair | Free transportation in hold; 48 hours' advance notice required | Airline |
| Assistance dog in the cabin | Must be accommodated (subject to advance notice and national rules) | Airline |
| Wheelchair damaged by airline or airport | Compensation; temporary replacement; full repair or replacement cost | Airline or airport (depending on where damage occurred) |
| Flight cancelled or delayed 3+ hours | Compensation up to £520 per person under UK/EU 261 | Airline |
| Refused boarding without lawful justification | Discrimination claim under UK1107 and Equality Act 2010 | Airline |
| Information not provided in accessible format | Right to accessible communication throughout the journey | Airport and airline |
How to claim if your rights are not met: your step-by-step guide
If special assistance is not provided, is inadequate or is refused, note the time, location and name of any staff member involved. Take photographs where relevant, particularly if your mobility equipment is damaged. Ask for written confirmation of any refusal or failure.
If your wheelchair or mobility aid is damaged, delayed or lost, report it immediately at the airline's baggage desk before leaving the airport. Request a copy of the Property Irregularity Report (PIR) and retain it, this is essential for your compensation claim.
Submit a formal written complaint to the airline and, where relevant, the airport operator, setting out the specific failure, the impact on you, and the remedy you are seeking. Keep copies of everything you send and receive.
If the airline does not resolve your complaint satisfactorily, you can escalate to the Civil Aviation Authority (CAA), which has enforcement powers under UK1107 and the Digital Markets, Competition and Consumers Act 2024.
If your flight was also delayed, cancelled or if you were refused boarding, check whether you are separately entitled to financial compensation under UK/EU 261. This is an additional, independent entitlement.
Air Delayed can help you pursue claims under UK/EU 261 on a no win, no fee basis. For assistance-related failures under UK1107 and the Equality Act 2010, we can advise you on the appropriate route and refer you to specialist legal support where needed.
Practical tips for disabled passengers before you fly
- Book assistance as early as possible — ideally at the time of booking. The more notice you give, the better the airport and airline can prepare.
- Confirm your assistance needs 48 hours before departure — even if you notified at the time of booking, a reminder call or email is good practice.
- Photograph your mobility equipment before check-in — time-stamped photos of your wheelchair or scooter before you hand it over are invaluable evidence if damage is later reported.
- Declare the value of your mobility equipment at check-in if it exceeds the standard Montreal Convention cap of approximately £1,500. Ask the check-in agent about an excess valuation declaration.
- Carry a written summary of your assistance needs — particularly if you have a hidden disability or complex requirements. A brief note that you can hand to staff avoids the need to repeatedly explain your situation.
- Know the Sunflower Lanyard scheme — if your disability is non-visible, the lanyard signals to staff that you may need extra time, patience or support, without requiring you to disclose details.
- Check the airline's specific policies before travel, each carrier has its own procedures for passengers with reduced mobility, and some have restrictions on certain types of powered mobility aids.
- Allow extra time — even with pre-arranged assistance, airport processes can take longer for PRM passengers. Build a buffer into your journey time to reduce stress.
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How long do you have to make a claim?
For claims under UK/EU 261, relating to delays, cancellations or refused boarding, you have up to six years in England, Wales and Northern Ireland (five years in Scotland) from the date of the disruption.
For claims relating to damaged or lost mobility equipment under the Montreal Convention, the time limit is two years from the date of the incident.
For complaints under UK1107 to the CAA, there is no fixed statutory time limit, but it is always advisable to complain as promptly as possible while evidence is fresh.
For Equality Act 2010 discrimination claims, the standard time limit for bringing a county court claim is six years from the date of the discriminatory act.
Your Air Delayed checklist for disabled passenger claims
- Request special assistance at the time of booking and confirm it 48 hours before departure.
- Photograph your mobility equipment before handing it over at check-in.
- Declare the full value of your wheelchair or mobility aid at check-in if it exceeds £1,500.
- Document any failure in assistance, note times, names and take photographs.
- File a PIR immediately if your mobility equipment is damaged, delayed or lost — do not leave the airport without it.
- Keep all receipts for any costs incurred as a result of a failure in assistance or damaged equipment.
- Complain in writing to the airline and airport as soon as possible after the incident.
- Check your UK/EU 261 entitlement separately if your flight was also disrupted.
- Submit your flight disruption claim through Air Delayed, we handle UK/EU 261 claims on a no win, no fee basis.
