Air Travel

The Commission has been the designated complaints handling body under Regulation (EC) No. 1107/2006 of the European Parliament and of the Council of 5 July 2006, concerning the rights of disabled persons and persons with reduced mobility when travelling by air.

The regulation is part of a general plan to reinforce passenger rights on all forms of transport. Persons placed at a disadvantage by reduced mobility, whether caused by disability, age or another factor, should have opportunities for air travel comparable to those of other citizens.

Following a government decision, when the Commission ceases to provide a telephone Helpline Advice and Information Service with effect from 1 October 2012, the Civil Aviation Authority (CAA) will become the sole complaints handler for complaints from disabled air passengers and persons with reduced mobility.

Secondary legislation will be brought forward to make the necessary amendments to remove the Commission as a complaint handler for disabled air passengers.

In the meantime however, the CAA will deal with those complaints currently handled by the Commission.

Both the Commission and CAA wish to ensure a consistent and continuous service for all complainants in advance of the legislative changes. For this reason all disabled passengers contacting the Commission will now be referred to the CAA.

How to contact the CAA:

Phone: 020 7453 6888 Consumer advice line Monday to Friday, 9.00am to 2.30pm
Fax: 020 7453 6754
Email: passengercomplaints@caa.co.uk
Write:
Passenger Advice and Complaints Team,
Civil Aviation Authority
4th Floor,
CAA House
45-59 Kingsway
London
WC2B 6TE

Under European law, if you are disabled or have difficulty moving around you can receive assistance when you fly to and from Europe, including domestic flights.

You do not need to be permanently or physically disabled to benefit from this service. 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.

Airport sign

Your passport to a smooth journey

Key facts

The law affects the whole of the air travel process, not just the flight itself. It also covers booking your flights, arriving at the airport, checking in, getting on and off the plane and leaving the airport. For more information see our step by step guide to your rights to fly.

The regulation applies to tour operators and travel agents as well as to airports and airlines. This means that tour operators and travel agents must pass information about your needs to the airlines, and they in turn must inform the airports of the individual services required.

If you have a complaint you can contact the Civil Aviation Authority.

The CAA is responsible for dealing with complaints about airports in England, Scotland and Wales, and any airlines flying from them. They can advise you of your rights and what further action you can take.

You have the right to pursue claims through the court system. The time limit for taking a claim to court is six months, less one day, starting from the date the discrimination happened

Further information

This new law, (EC) 1107/2006, came into effect on 26 July 2008. Read on for more information.

 

Last Updated: 21 May 2014