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NEWS RELEASE – AUGUST 2008
Your Rights to Fly
A step by step guide for disabled and less mobile passengers
Under new European law, if you are disabled or have difficulty moving around you have rights to
assistance when you fly to and from Europe.
You do not need to be permanently or physically disabled to benefit from these rights. In fact,
anyone who has difficulty moving around, for example because of their disability, age or a
temporary injury, can receive help when they fly.
This short guide gives you an overview of your rights and explains what you can do to ensure your
journey runs smoothly from start to finish.
To find out more, please visit www.equalityhumanrights.com/airtravel.
You will see the term ‘persons with reduced mobility’ used at some airlines and airports across
Great Britain. This is the legal term used to define airline passengers who find it difficult to move
around easily because of factors such as disability or age.
Step One
Before you travel, consider the kind of assistance you may need.
Airports, airlines, tour operators and travel agents must provide clear and easy to use information
and consider the need to provide information to customers in other formats such as large print and
audio. Websites should also be accessible for all users.
Airline Safety
Airline safety rules must always be available to the public and can be found on airline websites or
by contacting them.
In most cases, these rules state that anyone unable to fasten their seatbelt, leave their seat and
reach an emergency exit unaided should be accompanied. This is also the same for passengers who
need help with breathing, feeding, using the toilet, or taking medication.
On smaller aircraft, there may be lawful but realistic restrictions on the number of disabled
passengers who can travel.
Airlines can only refuse a booking from a disabled or less mobile passenger if accepting it would
break safety rules or if the size of the aircraft or its doors makes boarding or carriage physically
impossible. If a booking is refused, the airline or its agent must inform you of the reasons why.
Step Two - Booking Your Flight
When you book, always tell your airline, travel agent or tour operator if you need assistance when
you travel.
Assistance should be requested no later than 48 hours in advance but if shorter notice or no notice
at all is given, reasonable efforts must still be made to assist you.
You may book your flight by telephone, face-to-face or online.
When booking online, it is sometimes not possible to explain your assistance needs and you may
need to contact the airline, tour operator or your agent separately. You should not be charged for
this.
Remember that booking staff may not automatically ask whether you need help so you may have to
prompt them and ensure they clearly understand what your needs are.
Ask for pre-booked assistance to be confirmed in writing on the ticket or itinerary. This will help
you to make a complaint if you do not receive the correct assistance.
Medical Clearance
You must provide medical clearance if your health could be affected when you fly. Passengers with
a permanent and stable disability do not require this and you should not be asked for medical
clearance to prove you need help.
If it is necessary for you to carry liquid medicines or medical equipment in your hand luggage,
please remember to bring a letter from your doctor so you are not prevented from bringing these
through the security area. Your doctor may charge you for this letter.
Step Three - Arriving at the Airport
Find out more about layout and facilities at your chosen airport in advance via their website or by
contacting them directly.
Airports must have help points. You can find these at terminal entrances, at railway or bus
interchanges and in car parks.
If you have requested assistance, this information will have been passed onto the airport. On
arrival, you should go to a designated help point or to the check-in desk at the time specified by
your airline.
If you arrive by public transport, the station or transport operator may be able to help you get to
and from a terminal, and you will often find designated help points close by.
For security reasons, you cannot park outside terminals. Therefore, please use the nearest car park
or drop-off point. Airport car parks should have spaces for Blue Badge holders and a help point -
airports may also provide spaces for passengers requiring special assistance who are not Blue Badge
holders.
Pedestrian access should be well signed and fully accessible to all users.
Step Four - Checking in
Remember to confirm any pre-booked assistance when you check in.
If you check-in electronically in advance, you should be able to confirm the assistance you require
and select the most appropriate seat.
If you check in at a self service desk, staff should be available to help you.
If you use a wheelchair, you may be allowed to stay in your own chair to the gate depending upon
the type or severity of your disability and if your wheelchair can be loaded at the gate. If not, your
wheelchair will then be checked in and you will be transferred to an airport wheelchair suitable for
your individual needs.
Security checks are made on all passengers and baggage, including disability equipment and
mobility aids. Security staff should be aware of your needs and carry out searches sensitively.
Mobility Equipment
You can take up to two items of mobility equipment with you. Airlines are not required to
compensate you in full if this equipment is lost or damaged so consider separate insurance cover.
Always check beforehand if there are any safety or security restrictions on certain medical
equipment such as oxygen cylinders.
Step five - Moving through the Airport
Airports are responsible for providing assistance to disabled and less mobile passengers to get you
to your flight. This includes, for example, checking in and going through security. You must not be
charged for this assistance.
The services and facilities at an airport are covered by the Disability Discrimination Act. This
means that signage should be clear and there should be additional services or facilities such as
accessible toilets, text-phones, low-level telephones and induction loops.
Reserved seating areas should be available for disabled passengers and passengers who have
difficulty moving around. These should be clearly sign-posted and will often be close to a help
desk, information screens and accessible toilets.
Airports must provide accessible flight information. Visual displays should be designed and
positioned in a way that can be read easily by people with visual impairments and those in
wheelchairs.
Some airports no longer make public announcements. If you can’t read flight information on the
screens provided, staff should make sure you are kept informed.
Using the Toilet in Airports
Airport or airline staff must help you to get to toilet facilities before, during and after your flight
but are not required to provide personal assistance in bathrooms.
Step Six - Boarding the Flight
Disabled and less mobile passengers who have difficulty moving around will normally be called for
boarding first. If you are unable to climb stairs, the way you will board will depend on the situation
and equipment used.
If the aircraft is alongside the terminal building and an air-bridge is used, this provides level access
into the cabin.
If you cannot walk to your seat you will need to transfer to a wheelchair used for this purpose.
You may need to transfer by bus. These buses will normally have a low floor to allow easy
boarding.
Many airports will use scissor lifts (often known as ‘ambulifts') which allow level access to the
aircraft door.
When boarding smaller aircraft, it is more common for stair climbers or boarding chairs to be used.
Staff Training
All staff dealing with the travelling public at airports or on planes must have disability awareness
training. Some staff, such as those employed to provide direct assistance, will have more specialist
training. However, this does not mean that staff will be experts in all types of disability or in using
disability equipment. They will need you to tell them how they can best meet your needs and must
then make all reasonable efforts to do so.
Step Seven - On Board
Moving around on an aircraft can be difficult because of limited space.
Wheelchairs cannot always be fixed securely in the cabin so will usually be stored in the hold. If
you have a powered wheelchair, check before flying that the battery is a dry cell type. It may be
helpful to put a note on your wheelchair explaining how it works.
Airlines must make all reasonable efforts to arrange suitable seating for you. This includes doing
their best to ensure the person travelling with you is seated next to you.
On Board Information
Newer aircraft are more likely to have better access and to include features such as improved
signage, lighting and materials and some wide-bodied airplanes have accessible toilets.
Airlines must communicate essential flight information accessibly to all passengers throughout your
journey. If you need a personal briefing in a particular format, tell the cabin crew.
Your Seat
If you are allocated a seat before you fly, airlines should allow you to pre-book the most
appropriate seat. If seats are allocated at check-in, staff will advise you on the most appropriate
seat, such as one that allows you to move around, has moveable arm rests or greater foot space.
For safety reasons, if you have difficulty moving around, you cannot sit in seats where you may
obstruct access to emergency equipment or impede the emergency evacuation of the aircraft. This
includes any rows next to a door or emergency exit, which are often the seats with extra
‘legroom’.
Seats with extra legroom are always in demand and are usually allocated on a 'first come first
served' basis. Priority should be given to disabled passengers and anyone who has difficulty moving
around but you must explain what you need.
Occasionally a disabled or less mobile passenger may need more than one seat to meet their
needs. Airlines will generally charge for extra seats but may offer a discount.
Dogs
Assistance or guide dogs are allowed in the cabin without charge on approved routes. Larger dogs
will normally sit on the floor while lighter dogs can be carried in the owner's lap. However, under
the UK Pet Travel Scheme, dogs are only allowed to enter the UK on certain routes so remember to
check the route you wish to fly beforehand. See our website for further details.
Step Eight - Leaving the Plane
If you require assistance, you will usually be the last to leave as it is easier to move around in an
empty cabin. However, if you need to leave quickly, to catch another flight for example, you
should request this.
Wherever possible, your mobility equipment should be made available to you shortly after leaving
the aircraft. If equipment is lost or damaged, the airport is legally required to provide a temporary
replacement, though this will not necessarily be on a like-for-like basis.
Airport staff must help you to collect your baggage, complete immigration and customs
procedures, reach connecting flights or go to the next part of your journey. This includes airport
car parks.
Further Information
The air travel industry is working hard to meet its obligations under the new law. For more
information, please visit the Department for Transport website at www.dft.gov.uk.
It is important to tell your airline, airport, booking agent or flight operator straight away if you
have any problems receiving help. If you are not satisfied with the response or you wish to
complain about a breach of the law, the Equality and Human Rights Commission can advise you on
how to do this.
The Equality and Human Rights Commission deals with complaints about UK airlines and airports in
England, Scotland and Wales.If you are based in Northern Ireland, please contact the Consumer
Council for Northern Ireland (CCNI). If the problem originated outside the UK or on a foreign airline
in Europe, please contact us for advice.
Contact details for relevant organisations can be found on our website.
About this Guide
Please note this guidance only applies to complaints related to disability or reduced mobility. If
you have any other air travel complaints, please contact the Air Transport Users Council. Details
can be found on our website.
You can find more information about your rights, including a list of frequently asked questions, on
our website at www.equalityhumanrights.com/airtravel or by contacting your nearest helpline
Contact the Equality and Human Rights Commission
You can find out more or get in touch with us via our website at www.equalityhumanrights.com or
by contacting one of our helplines.
Equality and Human Rights Commission helpline – England
Telephone: 08456 046 610
Textphone: 08456 046 620
Fax: 08456 046 630
9am–5pm, Monday to Friday, except Wednesday 9am–8pm
Equality and Human Rights Commission helpline – Wales
Telephone: 08456 048 810
Textphone: 08456 048 820
Fax: 08456 048 830
9am–5pm, Monday to Friday, except Wednesday 9am–8pm
Equality and Human Rights Commission helpline – Scotland
Telephone: 08456 045 510
Textphone: 08456 045 520
Fax: 08456 045 530
9am–5pm, Monday to Friday, except Wednesday 9am–8pm
We are indebted to the Associate Parliamentary Limb Loss Group for allowing us to print this Newsletter... www.apllg.org.uk
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