Disabled air travellers should always let their airline know of any special needs at least 48 hours before flying.

Air passengers who have a disability or reduced mobility have certain rights when travelling by air. These start to apply from the moment such passengers book a flight with an airline.

According to Regulation (EC) No. 1107/2006, a passenger with reduced mobility is “any person whose mobility when using transport is reduced due to any physical disability (sensory or loco motor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age and whose situation needs appropriate attention”.

When a disabled person tries to make a flight reservation, an airline cannot refuse it because of the disability or reduced mobility. Furthermore, the airline is obliged to try and help disabled passengers when they arrive at the airport and to get on and off the plane.

If the air traveller with reduced mobility chooses to book the flight online, the online form should have sections the traveller can fill to give the airline notice of the help likely to be needed.

When booking air tickets over the phone or personally, disabled travellers should make sure they get confirmation that they need assistance in writing in order to have proof that they have made a special request for help – just in case the help they need isn’t available when they fly and they want to take the matter further.

Travellers with reduced mobility should be allowed to book seats that meet their particular needs. If the airline does not pre-book seats, they should be allowed to board the aircraft before other passengers.

Disabled travellers should check with the airline what kind of help it can offer before making a reservation. The traveller should also give the airline enough notice so it can organise itself with ways to help.

Disabled air travellers should always let their airline know of any special needs at least 48 hours before flying. However, even if travellers do not meet this 48-hour deadline, the airline should still make reasonable efforts to help them.

An airline can refuse boarding to a disabled passenger if: the disabled passenger did not inform the airline, booking agent or tour operator about the disability at least 48 hours before the date of departure; there are safety reasons that prevent the passenger from flying; or the aircraft doors are too small.

If there is a safety reason or the aircraft doors are too small, the airline should try to find an alternative way of getting the passenger to their destination. If this is not possible, passengers are entitled to a refund.

Furthermore, prior to departure, the airline is obliged to inform the traveller with reduced mobility why it cannot board them on the plane. Passengers with reduced mobility are also entitled to free assistance in airports before departing, on arrival at their destination and also during transit, when they are on the aircraft.

Air travellers with reduced mobility should be allowed to book seats that meet their particular needs

Such help may, for instance, include the transport of wheelchairs and the carriage of guide dogs for the blind. In fact, EU legislation stipulates that people with reduced mobility have the right to carry two pieces of mobility equipment at no cost. They also have the right to travel on an equal footing as any other passenger and to information about safety rules applied by air carriers.

Passengers with reduced mobility who are denied their legal rights, as per Regulation (EC) No 1107/2006, can file a complaint and seek redress. The complaint should first be addressed to the defaulting airport or airline. If the problem remains unresolved, or no satisfactory form of redress is offered to the complainant, then an official complaint should be made with the Malta Competition and Consumer Affairs Authority as the national enforcement body responsible for the implementation of the law’s provisions in Malta.

odette.vella@mccaa.org.mt

Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.