Travel Rights
for Disabled Travellers

• Equality Act 2010: Makes it illegal to treat disabled people less favorably and requires service providers, including transport, to make “reasonable adjustments” for accessibility.
• Air Travel (EC 1107/2006): Airlines can’t refuse booking or carriage based on disability, only for safety reasons or physical impossibility, >GOV.UK.

• Accessible Travel Policies (ATPs): All train operators must have these, approved by the Office of Rail and Road (ORR).
• Passenger Assistance: A National Rail service for booking help at stations and on journeys, available via their website/app.
• Disabled Persons Railcard: Offers discounts on rail tickets.

🚋 Rights for Disabled Train Passengers

• Equality Act 2010: Covers taxis, buses, and coaches, requiring equal access.

🚗 Rights for Disabled Car Passengers

🚌 Rights for Disabled Bus/Coach Passengers

• Right to Assistance: Passengers with reduced mobility have rights under EU Regulation 1107/2006.
• CAA Oversight: The Civil Aviation Authority (CAA) demands action plans from airports to improve assistance, as issues (long waits, poor handling) have been reported.

🚕 Rights for Disabled Taxi and Private Hire Passengers

🛥️ Rights for Disabled Maritime Passengers

🛩️ Rights for Disabled Aviation Passengers

⚖️ Rights for Disabled Passengers

While rules exist, challenges remain, so checking specific operator policies and using advocacy resources like Scope is crucial for smooth, inclusive travel.

Assistance

When you travel by plane, you have the right to assistance, free of charge. This includes, among other types of support, the following assistance in airports before and after your flight, as well as during the flight:

• Assistance with your luggage.
• Getting on and off the plane.
• Free transport of your recognized assistance dog, medical equipment and pieces of mobility equipment.

In addition, if you travel accompanied by a person who provides assistance, the airline should, whenever possible, seat this person next to you on the plane.

To get the best assistance, contact the airline, ticket seller or tour operator at least 48 hours before your trip and explain what kinds of assistance you require and if you will be travelling accompanied. You should also inform them if you will be travelling with an assistance dog. They will also advise on your wheelchair or mobility device and, where applicable, their batteries.

If the airline, ticket seller or tour operator was not informed of the need for assistance at least 48 hours before your trip, they must at least make all reasonable efforts to assist you so you can travel as planned.
Airlines do not have to provide help with eating or taking medication during a flight. If you need this type of help, for example, during a long flight, you need to ask another person to accompany you to provide this type of assistance.

You can’t be denied boarding because of your disability or reduced mobility, unless:

• The aircraft or the aircraft door is physically too small.
• National, international, or EU safety regulations or the decision of the competent authorities responsible for aviation safety prevent the airline from transporting you.

Carriers can refuse to transport you for the reasons mentioned above. However, as an alternative and to allow you to travel, the carrier may require you to be accompanied by a person who can provide the assistance required by the applicable safety rules. In this case, the carrier does not have to transport this person free of charge.

If you have problems getting assistance while travelling by plane, or if your mobility equipment is lost or destroyed, you should tell the airport authorities or the airline concerned. If you are not satisfied with their reply, you can contact the national enforcement body in the country where the incident happened.

•  If your flight is within the EU and is operated either by an EU or a non-EU airline.
• If your flight arrives in the EU from outside the EU and is operated by an EU airline.
• If your flight departs from the EU to a non-EU country operated by an EU or a non-EU airline.
• If you have not already received benefits (compensation, re-routing, assistance from the airline) for flight-related problems for this journey under the relevant law of a non-EU country.

EU means the 27 EU countries, including Guadeloupe, French Guiana, Martinique, Mayotte, Réunion, Saint Barthélemy, Saint-Martin (French Antilles), the Azores, Madeira and the Canary Islands, but not the Faeroe Islands. EU rules also apply to flights to and from Iceland, Norway, and Switzerland.

• EU Regulation on the Rights of Disabled Persons and Persons with Reduced Mobility When Travelling by Air
• EU Regulation on Passenger Rights When Travelling by Sea or Inland Waterway
• EU Regulation on Rail Passenger Rights
• EU Regulation on Bus and Coach Passenger Rights

For full information on EU Travel Laws, please contact www.europa.eu.

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• Ryanair: Free small bag (40x30x20cm) under the seat; larger bags incur a €70 fee at the gate.
• Aer Lingus: Includes a 10kg bag plus a 40x30x20cm personal item; some may be asked to check the 10 kg bag.
• Liquids & Electronics: Next-gen scanners at some airports (like Dublin) allow up to 2 L liquids and no need to remove laptops, but rules vary by departure airport.
• TSA/Security: Expect stricter checks for wrapped gifts (pack flat/unwrapped) and bulky, structured personal items that might get flagged by new volume scanners.

Travelling with medication? The CDC page on traveling abroad with medicine explains that travelers should plan ahead by keeping medications in original containers, carrying prescriptions (including generic names), and ensuring they bring enough supply for the entire trip.

• Check Your Airline: Rules differ significantly; always confirm with your specific carrier (e.g., Air Canada, American Airlines).
• Be Smart About Bags: Soft, unstructured bags that compress (totes, roll-top backpacks) are less likely to be flagged than bulky, rigid ones.
• Prepare for Security: Keep liquids in clear bags but avoid wrapping gifts for carry-on; wrap them at your destination instead.

• Airport Security: Screening all airline passengers and their belongings, removing dangerous items.
• Risk-Based Security: Employing layered security, including reviewing passenger data and using advanced screening technology like imaging scanners.
• Beyond Aviation: Securing other transportation systems like railways, highways, and pipelines, often through VIPR teams.
• International Cooperation: Working with other nations to keep flights to and from the US safe.

• Created by the Aviation and Transportation Security Act in 2001.
• Became part of the Department of Homeland Security (DHS) in 2003.

In short, the TSA is the federal body that makes sure you and your luggage are safe when flying and secures other critical transportation networks in the US.

Many travellers are familiar with the Civil Aviation Authority (CAA) in the UK and the Transportation Security Administration (TSA) in the United States.

But people often ask whether the European Union has similar organisations. The answer is yes — although responsibilities are shared between EU agencies and individual countries.

The European Union Aviation Safety Agency (EASA) is the main aviation safety authority for the European Union.

It was established in 2002 and is headquartered in Cologne, Germany.

Sets aviation safety standards across the EU
EASA develops common aviation rules that apply to airlines, aircraft manufacturers, airports, and pilots throughout Europe.

Certifies aircraft and aviation equipment
Aircraft types and aviation components must meet strict EASA safety
standards before they can operate in European airspace.

Monitors aviation safety performance
The agency gathers safety data and works with national aviation authorities to maintain high safety standards across Europe.

Coordinates aviation safety between EU countries
EASA works closely with national aviation authorities to ensure consistent safety regulations throughout the EU.

In simple terms, EASA performs a role similar to the CAA in the UK or the FAA in the United States, but on a European level.

Europe does not have a single security organisation exactly like the TSA.

Instead, airport security rules are set by the European Commission, and each EU country is responsible for enforcing those rules at its own airports.

This means that although security procedures are very similar across Europe, they are carried out by each country’s national authorities rather than a single EU-wide security agency.

Important EU Protection for Disabled Travellers
One of the most important pieces of legislation for disabled travellers in Europe is EC Regulation 1107/2006.

For example:

• France – Directorate General for Civil Aviation
• Germany – Federal Aviation Office
• Spain – State Aviation Safety Agency
• Italy – Italian Civil Aviation Authority

This regulation requires:

• Airports to provide free assistance to passengers with reduced mobility
• Airlines to allow mobility equipment such as wheelchairs to travel free of charge
• Airports to ensure disabled passengers can access services safely and with dignity

• Equality Act 2010: Defines disability and makes it unlawful for service providers to treat disabled people less favorably; they must make reasonable adjustments (e.g., ramps, accessible information).
• Transport Providers’ Duties: Airlines, train companies, and bus/coach operators must not refuse service (unless for safety or impossibility) and must provide assistance, like help with check-in, baggage, and navigating terminals/vehicles.

• Special Assistance: Free assistance at airports (check-in, security, boarding) and on aircraft is a legal right, requiring booking at least 48 hours ahead.
• Mobility Equipment: Airlines must carry up to two pieces of mobility equipment and medical equipment free of charge.
• Assistance Dogs: Allowed, with prior arrangement, and ground handling for them provided.

✈️ Rights for Delayed Flights

• Disabled Person’s Railcard: Offers 1/3 off adult rail fares within the UK for eligible individuals.
• Onboard Assistance: Trains should have wheelchair spaces; staff (Passenger Assist) help with boarding/disembarking, using ramps if needed.

• Concessionary Passes: Disabled people may qualify for free bus passes in England, with specific usage times.
• Reasonable Adjustments: Providers must ensure access, even for those with hidden disabilities.

• Research: Check destination accessibility and your provider’s specific policies.
• Book Ahead: Inform airlines and operators of your needs (usually 48 hours prior for air).
• Documentation: Carry any relevant medical info or documentation for your condition.

• Complain Directly: Report issues to the transport company first.
• Escalate: If unresolved, complain to the relevant ombudsman (e.g., Rail Ombudsman) or regulator (like the Civil Aviation Authority for air travel).

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• If your checked baggage is:
• Lost
• Delayed
• Damaged

You can claim compensation from the airline.

Maximum compensation: Around 1,288 SDRs (Special Drawing Rights)

That’s roughly £1,300–£1,500 depending on exchange rates.
Important:

• You must report damage immediately at the airport.
• Written claim usually within 7 days (damage).
• 21 days for delayed luggage.

If you suffer financial loss due to a delay (hotel, meals, missed connections), you may claim back “proven damages”.

Maximum compensation: Around 5,346 SDRs (approx. £5,000+).

This is different from EU261 compensation — this covers actual losses, not automatic payouts.

If a passenger is injured or dies due to an airline accident, the airline is strictly liable up to a set amount, and potentially more if negligence is proven.

Wheelchairs and mobility aids are protected under the Montreal Convention.

If damaged or lost:

• Airlines must compensate
• You may be entitled to the full replacement value, especially for mobility equipment (separate protections may apply depending on country).

This is huge for accessible travellers — and something many people don’t realise.

It applies when:

• You are flying between two different countries that are signatories
  OR
• You are flying domestically but as part of an international ticket.

It does NOT replace:

• EU261 (UK/EU flight delay compensation)
• US DOT disability protections

It works alongside them.

• Many disabled travellers don’t know they can claim full wheelchair value.
• It builds trust if you explain the difference between Montreal Convention vs EU261.

NOTE: Whilst we endeavour to provide up to date information, it is best to check with a governing body.

Travelling as a disabled person should be safe, accessible, and reliable.

However, many travellers experience issues such as:

• Accessible rooms not being available on arrival
• Inaccurate accessibility information
• Lack of support in emergencies

Understanding your rights is one of the most important steps in protecting yourself when you travel.

Under the Americans with Disabilities Act:

✔ Hotels must provide accessible rooms
✔ Accessible rooms must be held and guaranteed once booked
✔ They cannot be given to another guest
✔ Accessibility information must be accurate

👉 This is one of the strongest systems globally when it comes to booking protections.

🔗 Official guidance:
https://www.ada.gov/resources/lodging-guide/

🔗 Reservation rules explained:
https://adata.org/factsheet/accessible-lodging

Across Europe, accessibility is supported by frameworks such as:

• European Accessibility Act
• UN Convention on the Rights of Persons with Disabilities

✔ Equal access to services is required
✔ Barriers must be reduced
✔ Accessibility standards should be implemented

👉 Like the UK, enforcement can vary between countries and may not always guarantee booking accuracy.

Despite these laws, many disabled travellers still experience:

❌ Accessible rooms not being available on arrival
❌ Incorrect or misleading accessibility descriptions
❌ Safety concerns, especially in emergencies
❌ Lack of staff training

👉 This shows a gap between law and real-world experience

If something goes wrong:

✔ Document everything (photos, emails, booking confirmation)
✔ Escalate to hotel management immediately
✔ Submit a formal complaint
✔ Report inaccurate listings
✔ Share your experience to help others

At AccessibleTravelling.com, we are working to:

• Raise awareness of real accessibility issues
• Share accurate, reliable information
• Support disabled travellers worldwide
• Push for better standards and accountability

👉 Accessibility is not a luxury. It is essential.

If your wheelchair or mobility scooter is damaged during air travel, report the damage before leaving the airport whenever possible.

Reporting the issue immediately can help:

✓ Ensure the damage is properly recorded
✓ Allow airline staff to inspect the equipment
✓ Create an official record of the incident
✓ Support any later complaint or claim

Ask for:

• A written damage report
• A reference number
• Copies of any forms completed
• Contact details for follow-up enquiries

If your wheelchair or mobility scooter cannot be used safely:

✓ Explain the nature of the damage.
✓ Explain your accessibility requirements.
✓ Ask whether temporary replacement equipment can be provided.
✓ Ask whether alternative assistance arrangements are available.
✓ Request written confirmation of any arrangements offered.

This may be particularly important for:

• Power wheelchair users
• Mobility scooter users
• Travellers with specialist seating systems
• Travellers who cannot safely use a standard manual wheelchair

Not all airports, airlines, stations, ports, or transport providers will be able to provide identical replacement equipment.

Keep copies of:

✓ Boarding passes
✓ Tickets
✓ Baggage tags
✓ Wheelchair handling tags
✓ Assistance requests
✓ Damage reports
✓ Photographs
✓ Videos
✓ Receipts
✓ Repair quotations
✓ Emails and letters
✓ Complaint reference numbers

Good evidence can significantly assist investigations and complaints.

🚨 What If the Airline Refuses to Provide a Replacement Wheelchair or Assistance?

If your wheelchair is damaged, lost, or unusable following a flight, you may need immediate assistance to continue your journey safely.

Many passengers assume that airlines are legally required to provide an identical replacement wheelchair immediately at the airport. Unfortunately, there is no universal UK, EU, or international rule requiring an airline to provide an identical replacement wheelchair on the spot.

However, airlines should not leave a disabled passenger without appropriate assistance and should work with passengers to identify suitable support arrangements where available.

If your wheelchair cannot be used safely:

✓ Inform airline staff immediately.
✓ Explain why the wheelchair is unsafe or unusable.
✓ Explain your accessibility requirements.
✓ Ask what assistance is available.
✓ Request written confirmation of the airline’s response.
✓ Keep copies of all correspondence.
✓ Record the names of staff members involved.

🛠️ Request Temporary Equipment or Alternative Assistance

Ask the airline:

• Whether temporary replacement equipment is available.
• Whether alternative assistance arrangements can be provided.
• Whether airport assistance services can support onward travel.
• How repairs or replacement arrangements will be managed.

Not all airports or airlines will have suitable replacement wheelchairs available immediately.

This may be particularly important for:

• Power wheelchair users
• Mobility scooter users
• Travellers with specialist seating systems
• Travellers requiring pressure-relief cushions
• Travellers with customised controls or positioning equipment

A standard airport wheelchair may not be a safe or suitable alternative for every passenger.

📋 If Your Wheelchair Is Lost

Report It Immediately

Notify airline staff before leaving the airport wherever possible.

Obtain a PIR Reference

PIR stands for Property Irregularity Report.

A PIR is the reference number used by airlines to record:

• Lost baggage
• Delayed baggage
• Damaged baggage
• Missing wheelchairs
• Missing mobility equipment

Keep the PIR reference safe. It will usually be required during any investigation, complaint, or claim.

📷 Evidence You Should Keep

Retain:

✓ Boarding passes
✓ Baggage tags
✓ Assistance booking confirmations
✓ Photographs of the damage
✓ Photographs of the wheelchair before travel if available
✓ Serial numbers
✓ Manufacturer specifications
✓ Repair estimates
✓ Receipts
✓ Emails and written correspondence
✓ Complaint reference numbers

For power wheelchairs and mobility scooters, photograph:

✓ Joystick controls
✓ Control panels
✓ Battery compartments
✓ Battery connections
✓ Charging ports
✓ Any specialist accessories

The strongest protections currently exist in the United States.

The U.S. Department of Transportation states that airlines must return wheelchairs, mobility scooters, and other assistive devices in the same condition in which they were received.

If an airline damages a wheelchair, it is responsible for repair or replacement costs in accordance with applicable U.S. regulations.

For domestic U.S. flights, liability may extend up to the original purchase price of the assistive device.

Official Information

U.S. Department of Transportation – Assistive Device Guidance
https://www.transportation.gov/resources/individuals/aviation-consumer-protection/assistive-device-guides/assistive-device-stowage

U.S. Department of Transportation – Airline Passengers with Disabilities Bill of Rights
https://www.transportation.gov/airconsumer/disabilitybillofrights

Passengers travelling through UK airports have rights to assistance under disability and accessibility regulations.

If assistance is not being provided appropriately:

✓ Request a supervisor.
✓ Follow the airline’s complaints procedure.
✓ Keep copies of all correspondence.
✓ Escalate the matter where necessary.

Official Information

Civil Aviation Authority – Report a Problem with Assisted Travel
https://www.caa.co.uk/air-passengers/assisted-travel/report-a-problem-with-assisted-travel/

Civil Aviation Authority – Wheelchairs and Mobility Aids
https://www.caa.co.uk/passengers-and-public/special-assistance/wheelchairs-and-mobility-aids/

Passengers with disabilities and reduced mobility have rights to assistance when travelling by air within the European Union.

If assistance is unavailable or inadequate:

✓ Request the issue is formally recorded.
✓ Follow the airline’s complaints process.
✓ Keep copies of all correspondence.
✓ Escalate the complaint where appropriate.

Official Information

Your Europe – Travelling with a Disability or Reduced Mobility
https://europa.eu/youreurope/citizens/travel/transport-disability/index_en.htm

Your Europe – Air Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

For many international flights, claims involving lost, delayed, or damaged baggage are governed by the Montreal Convention.

The Montreal Convention is an international treaty that establishes airline liability rules for international air travel.

Claims relating to wheelchairs and mobility equipment may be affected by the Convention, although outcomes vary depending on the circumstances and applicable laws.

The amount recoverable is assessed on a case-by-case basis and is not automatically guaranteed.

Official Information

International Civil Aviation Organization (ICAO)
https://www.icao.int

Civil Aviation Authority
https://www.caa.co.uk/passengers/resolving-travel-problems/lost-delayed-or-damaged-baggage/

Step 1
Request a supervisor or duty manager.

Step 2
Ask for the airline’s formal complaints process.

Step 3
Submit a written complaint and keep copies.

Step 4
Escalate to the appropriate authority.

United Kingdom

CAA – Assisted Travel Complaints
https://www.caa.co.uk/air-passengers/assisted-travel/report-a-problem-with-assisted-travel/

European Union

Your Europe Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

United States

U.S. Department of Transportation
https://www.transportation.gov/airconsumer

Passengers travelling in the United States may also ask to speak with a Complaint Resolution Official (CRO), who is specially trained to deal with disability-related issues.

Before every flight, create a “Wheelchair Travel Folder” containing:

✓ Photographs of your wheelchair
✓ Serial numbers
✓ Manufacturer specifications
✓ Battery information
✓ Assistance booking confirmations
✓ Travel insurance details
✓ Emergency contact information

Having this information readily available can make resolving damage, loss, or delay issues much easier.

If your wheelchair cannot be located:

Report It Immediately

Notify the airline or transport provider as soon as possible.

Obtain a PIR Reference

PIR stands for Property Irregularity Report.

A PIR is the reference number used by airlines to record:

• Lost baggage
• Delayed baggage
• Damaged baggage
• Missing wheelchairs
• Missing mobility equipment

Keep this reference number safe, as it will usually be required for future correspondence.

Request Suitable Assistance

If your wheelchair is unavailable:

✓ Explain your accessibility requirements.
✓ Ask whether temporary replacement equipment is available.
✓ Ask what alternative assistance can be provided.
✓ Request written confirmation of any arrangements.

Keep Communication in Writing

Where possible:

✓ Use email
✓ Keep copies of messages
✓ Save screenshots of online chats

Written records may be useful if disputes arise later.

📷 Before Every Flight

Before travelling, photograph:

✓ Front of wheelchair
✓ Rear of wheelchair
✓ Left side
✓ Right side
✓ Footrests
✓ Armrests
✓ Wheels and tyres
✓ Cushions
✓ Headrests
✓ Serial number labels
✓ Joystick controls
✓ Control panels
✓ Battery compartments
✓ Battery connections

For power wheelchairs and mobility scooters, also consider keeping copies of:

✓ Manufacturer specifications
✓ User manuals
✓ Battery information sheets
✓ Equipment dimensions
✓ Equipment weight

These details may help transport providers handle your equipment correctly and may assist if damage occurs.

The outcome will depend on:

• The transport provider involved
• The country involved
• The circumstances of the incident
• The laws and regulations that apply

Depending on the situation, passengers may be able to seek reimbursement, repair, replacement, or compensation relating to:

• Damaged mobility equipment
• Repair costs
• Replacement costs
• Temporary equipment hire
• Accessibility-related expenses
• Additional transport costs
• Other reasonable expenses supported by evidence

Compensation is not automatic and outcomes vary depending on the circumstances.

For many international flights, claims relating to lost, delayed, or damaged baggage may be affected by the Montreal Convention, an international treaty governing airline liability during international air travel.

Mobility equipment may involve additional considerations because wheelchairs and mobility aids are assistive devices rather than ordinary luggage.

The Montreal Convention does not automatically guarantee a particular outcome, and additional disability-related protections may apply depending on the country involved.

Official Information

International Civil Aviation Organization (ICAO)
https://www.icao.int

UK Civil Aviation Authority
https://www.caa.co.uk/passengers-and-public/

If damage means your wheelchair cannot be used safely:

✓ Inform staff immediately.
✓ Explain why the equipment is unsafe.
✓ Ask what assistance is available.
✓ Request alternative arrangements where possible.
✓ Keep records of all discussions.
✓ Contact your travel insurer if additional costs arise.

Your safety should always come first.

If you believe the airline is not responding appropriately:

1. Escalate Within the Airline

Request:

✓ A supervisor
✓ A customer relations representative
✓ Written confirmation of the airline’s position

2. Submit a Formal Complaint

Follow the airline’s complaints procedure and keep copies of all correspondence.

3. Escalate to the Appropriate Authority

🇬🇧 United Kingdom

Civil Aviation Authority
https://www.caa.co.uk/air-passengers/assisted-travel/report-a-problem-with-assisted-travel/

🇪🇺 European Union

Your Europe – Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

🇺🇸 United States

U.S. Department of Transportation
https://www.transportation.gov/airconsumer

Passengers travelling in the United States may also ask to speak with a Complaint Resolution Official (CRO) for disability-related concerns.

Before every trip, consider keeping:

✓ Photographs of your wheelchair
✓ Serial numbers
✓ Manufacturer specifications
✓ Battery information
✓ Assistance booking confirmations
✓ Travel insurance details
✓ Emergency contact details
✓ Copies of correspondence

Having this information readily available can make resolving problems significantly easier if your wheelchair is damaged, delayed, or lost.

Take photographs of your wheelchair immediately before check-in. Time-stamped photographs showing the condition of your wheelchair before travel can be valuable evidence if damage is discovered later.

This information is provided for general guidance only and does not constitute legal advice. Rights, liability, repair arrangements, reimbursement, compensation, and complaint procedures vary depending on the transport provider, country, and circumstances. Always follow the procedures provided by the airline, rail operator, cruise line, ferry operator, coach operator, insurer, or other transport provider involved.

Disabled passengers have legal protections when travelling on public transport, and many transport providers have policies and procedures to support passengers travelling with assistance dogs.

Specific rights and requirements vary depending on the type of transport and the circumstances involved.

Passengers travelling with assistance dogs should:

• Notify transport providers in advance where possible
• Check any documentation requirements
• Confirm accessibility arrangements before travel
• Carry relevant veterinary and travel documentation when required

Official Information

GOV.UK – Rights of Disabled Passengers on Transport
https://www.gov.uk/guidance/rights-of-disabled-passengers-on-transport

GOV.UK – Support Services for Disabled People When Travelling by Plane
https://www.gov.uk/transport-support-for-disabled-people/travel-by-plane

Passengers with disabilities and reduced mobility have rights when travelling by:

• Air
• Rail
• Bus and coach
• Ship and ferry

Where applicable, assistance must generally be provided free of charge.

Passengers travelling with assistance dogs should contact transport providers before travel and check any country-specific requirements that may apply.

Official Information

Your Europe – Travelling with a Disability or Reduced Mobility
https://europa.eu/youreurope/citizens/travel/transport-disability/index_en.htm

Your Europe – Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

Under the Air Carrier Access Act (ACAA), airlines operating flights to, from, or within the United States must recognise qualifying service dogs.

The U.S. Department of Transportation defines a service animal as a dog that is individually trained to perform work or tasks for the benefit of a person with a disability.

Important points:

• Service dogs must be individually trained.
• Psychiatric service dogs are recognised as service animals.
• Emotional support animals are not considered service animals under current U.S. airline regulations.
• Airlines may require specific U.S. DOT service animal forms.
• Airlines may refuse transport in limited circumstances involving safety, health requirements, or disruptive behaviour.

Official Information

U.S. Department of Transportation – Service Animals
https://www.transportation.gov/resources/individuals/aviation-consumer-protection/service-animals

U.S. Department of Transportation – Airline Passengers with Disabilities Bill of Rights
https://www.transportation.gov/airconsumer/disabilitybillofrights

Airlines have their own policies and procedures regarding assistance dogs.

Passengers should:

✓ Notify the airline as early as possible
✓ Check destination country entry requirements
✓ Confirm documentation requirements
✓ Check airline-specific assistance dog policies
✓ Confirm airport assistance arrangements if required

Some airlines may require advance notice and supporting documentation.

Useful Airline Information

British Airways – Travelling with an Assistance Dog
https://www.britishairways.com/content/en/information/disability-assistance/travelling-with-your-assistance-dog

Many rail operators provide assistance for passengers travelling with assistance dogs.
Passengers may wish to request:

• Boarding assistance
• Station assistance
• Help navigating larger stations
• Accessible seating arrangements

Official Information

National Rail – Help and Assistance
https://www.nationalrail.co.uk/help-and-assistance/

Passengers travelling with assistance dogs are generally permitted to travel with their dog, subject to applicable laws and operator policies.

If assistance is required, contact the operator before travel.

Official Information

GOV.UK – Rights of Disabled Passengers on Transport
https://www.gov.uk/guidance/rights-of-disabled-passengers-on-transport

Cruise lines and ferry operators often have specific requirements for assistance dogs.

Additional requirements may include:

• Vaccination records
• Microchip details
• Veterinary certificates
• Destination country import requirements
• Port-specific documentation

International itineraries may involve different animal import requirements at each destination.

Passengers should contact the operator well before departure.

Travelling internationally with an assistance dog often involves additional requirements.

These may include:

• Microchipping
• Vaccinations
• Animal Health Certificates
• Tapeworm treatment where required
• Import permits
• Country-specific entry requirements

Requirements vary significantly between countries.

Official Information

GOV.UK – Taking Your Pet or Assistance Dog Abroad
https://www.gov.uk/taking-your-pet-abroad

Consider carrying:

✓ Veterinary records
✓ Vaccination records
✓ Animal Health Certificate where required
✓ Emergency contact details
✓ Food and medication
✓ Airline or operator confirmation documents
✓ Copies of any required travel forms
✓ Microchip information

If you believe your rights have not been respected:

1. Raise the issue with the transport provider immediately.
2. Request written confirmation of any decision.
3. Keep copies of all correspondence.
4. Follow the provider’s complaints procedure.
5. Escalate the complaint where appropriate.

United Kingdom

Civil Aviation Authority
https://www.caa.co.uk/passengers/

European Union

Your Europe Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

United States

U.S. Department of Transportation
https://www.transportation.gov/airconsumer

If travelling by air in the United States, you may also request to speak with the airline’s Complaint Resolution Official (CRO), who is responsible for disability accommodation issues.

Approval from an airline or transport provider does not automatically guarantee entry into another country. Always check destination-country animal entry requirements before travel.

GOV.UK – Rights of Disabled Passengers on Transport
https://www.gov.uk/guidance/rights-of-disabled-passengers-on-transport

GOV.UK – Travel by Plane for Disabled Passengers
https://www.gov.uk/transport-support-for-disabled-people/travel-by-plane

Your Europe – Disability Travel Rights
https://europa.eu/youreurope/citizens/travel/transport-disability/index_en.htm

U.S. Department of Transportation – Service Animals
https://www.transportation.gov/resources/individuals/aviation-consumer-protection/service-animals

U.S. Department of Transportation – Airline Passengers with Disabilities Bill of Rights
https://www.transportation.gov/airconsumer/disabilitybillofrights

GOV.UK – Taking Your Pet or Assistance Dog Abroad
https://www.gov.uk/taking-your-pet-abroad

This information is provided for general guidance only and does not constitute legal advice. Assistance dog policies, animal import requirements, and transport provider procedures may change. Always check the latest guidance directly with your airline, cruise line, rail operator, ferry operator, destination country authorities, and relevant government agencies before travelling.

If airport assistance has been pre-booked but does not arrive:

1. Alert Staff Immediately

Contact:

• The airport assistance desk
• Airline staff
• Customer service desks
• Information points

The sooner the issue is reported, the greater the opportunity for it to be resolved.

2. Explain Your Situation Clearly

Provide:

• Your name
• Flight number
• Booking reference
• Assistance booking reference if available
• Details of the assistance requested

Examples:

• Wheelchair assistance
• Mobility assistance
• Visual impairment assistance
• Hidden disability assistance
• Transfer assistance

3. Record What Happens

Make a note of:

• Times assistance was requested
• Times assistance arrived
• Names of staff where available
• Any delays or missed connections
• Additional expenses incurred

Keeping records can help support any future complaint.

If you have pre-booked assistance and nobody arrives:

Speak to Staff Immediately

Contact:

• Station staff
• Customer service desks
• Platform staff
• Station management where available

Request alternative assistance arrangements as soon as possible.

Keep Records

Record:

• Assistance booking reference
• Times assistance was due
• Times assistance arrived (if it eventually arrives)
• Any missed trains or delays

Official Information

National Rail – Passenger Assist
https://www.nationalrail.co.uk/help-and-assistance/passenger-assist/

If assistance has been arranged in advance but is unavailable:

Notify Staff Immediately

Contact:

• Terminal staff
• Cruise line representatives
• Ferry operator staff
• Accessibility or customer service teams

Request Confirmation

Where possible:

• Request written confirmation of the issue
• Record names of staff members
• Record times and details of conversations

Keep Evidence

Retain:

• Booking confirmations
• Assistance requests
• Emails
• Photographs where relevant

Official Information

UK Maritime Passenger Rights
https://www.gov.uk/government/collections/maritime-passenger-rights

If assistance has not arrived:

• Do not attempt transfers you would not normally undertake independently.
• Do not allow yourself to be rushed.
• Explain any safety concerns to staff immediately.
• Request alternative arrangements if necessary.

This is particularly important for travellers who:

• Use wheelchairs
• Use mobility scooters
• Have balance problems
• Have neurological conditions
• Experience chronic pain or fatigue
• Require lifting or transfer assistance

Your safety should always take priority over schedules and departure times.

Passengers with disabilities and reduced mobility have protections when travelling by air, rail, coach, bus, ferry, and other forms of public transport.

If assistance is not provided:

1. Raise the issue immediately.
2. Request assistance again from staff.
3. Follow the provider’s complaints process.
4. Escalate the complaint if necessary.

Official Information

GOV.UK – Rights of Disabled Passengers on Transport
https://www.gov.uk/guidance/rights-of-disabled-passengers-on-transport

Civil Aviation Authority – Assisted Travel
https://www.caa.co.uk/passengers-and-public/special-assistance/

Passengers with disabilities and reduced mobility have rights to assistance across many forms of transport within the European Union.

If assistance does not arrive:

1. Notify staff immediately.
2. Ask for the issue to be recorded.
3. Retain copies of all correspondence.
4. Follow the transport provider’s complaints process.

Official Information

Your Europe – Travelling with a Disability or Reduced Mobility
https://europa.eu/youreurope/citizens/travel/transport-disability/index_en.htm

Your Europe – Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

Under the Air Carrier Access Act (ACAA), airlines must provide disability-related assistance within the scope of U.S. regulations.

If assistance is not provided:

Ask to Speak to a Complaint Resolution Official (CRO)

A Complaint Resolution Official (CRO) is specially trained to handle disability-related issues and must be available either in person or by telephone during operating hours.

The CRO has authority to address disability-related concerns that front-line staff may be unable to resolve.

Official Information

U.S. Department of Transportation
https://www.transportation.gov/airconsumer

Service Animal and Disability Rights Information
https://www.transportation.gov/resources/individuals/aviation-consumer-protection

If the absence of assistance results in:

• Missing a flight
• Missing a train
• Missing embarkation
• Missing a connection
• Injury
• Damage to mobility equipment
• Additional expenses
• Significant delays

keep all supporting evidence.

✓ Booking confirmations
✓ Assistance confirmations
✓ Receipts
✓ Photographs
✓ Written correspondence
✓ Complaint reference numbers
✓ Names of staff members spoken to
✓ Details of any additional costs

Good evidence can help support complaints, reimbursement requests, or investigations.

When submitting a complaint include:

• Date of travel
• Flight, train, cruise, or ferry details
• Assistance requested
• What happened
• Consequences of the failure
• Supporting evidence

Provide as much detail as possible.

If the absence of assistance creates an immediate safety concern:

• Inform staff immediately.
• Request urgent assistance.
• Ask for a supervisor or manager.
• Explain any safety risks clearly.
• Do not attempt unsafe transfers or movements.

Your safety should always come first.

Keep screenshots or printed copies of your assistance booking confirmation when travelling. Having proof that assistance was requested can make it easier to resolve problems quickly and support any later complaint.

GOV.UK – Rights of Disabled Passengers on Transport
https://www.gov.uk/guidance/rights-of-disabled-passengers-on-transport

Civil Aviation Authority – Assisted Travel
https://www.caa.co.uk/passengers-and-public/special-assistance/

National Rail – Passenger Assist
https://www.nationalrail.co.uk/help-and-assistance/passenger-assist/

UK Government – Maritime Passenger Rights
https://www.gov.uk/government/collections/maritime-passenger-rights

Your Europe – Disability Travel Rights
https://europa.eu/youreurope/citizens/travel/transport-disability/index_en.htm

Your Europe – Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

U.S. Department of Transportation – Air Consumer Protection
https://www.transportation.gov/airconsumer

U.S. Department of Transportation – Disability Travel Resources
https://www.transportation.gov/resources/individuals/aviation-consumer-protection

This information is provided for general guidance only and does not constitute legal advice. Assistance arrangements, passenger rights, and complaint procedures may vary depending on the transport provider, country, and circumstances. Always follow the complaints process provided by the airline, airport, rail operator, cruise line, ferry operator, or other transport provider involved.

United Kingdom and European Union

Passengers travelling on eligible flights may have rights under UK and EU passenger rights regulations if:

• A flight is cancelled
• A flight is significantly delayed
• Boarding is denied due to overbooking
• A flight arrives substantially later than scheduled

Depending on the circumstances, passengers may be entitled to:

• A refund
• Alternative travel arrangements (re-routing)
• Meals and refreshments
• Hotel accommodation where required
• Transport between the airport and accommodation
• Financial compensation in certain circumstances

Compensation is not automatic and may not apply where disruption is caused by extraordinary circumstances outside the airline’s control.

Official Information

UK Civil Aviation Authority – Flight Delays and Cancellations
https://www.caa.co.uk/passengers-and-public/resolving-travel-problems/delays-and-cancellations/

Your Europe – Air Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

Airlines may be required to provide assistance during qualifying delays.

Depending on the circumstances, this may include:

• Food and drink
• Access to communications
• Overnight accommodation where necessary
• Transport between the airport and accommodation

The assistance required depends on factors such as the length of the delay and the distance of the flight.

Official guidance:
https://www.caa.co.uk/passengers-and-public/resolving-travel-problems/delays-and-cancellations/

If your flight is cancelled, you may be entitled to:

• A refund
• Re-routing to your destination
• Care and assistance while waiting
• Compensation in certain circumstances

Eligibility depends on the reason for the cancellation and when notice was provided.

Official guidance:
https://www.caa.co.uk/passengers-and-public/resolving-travel-problems/delays-and-cancellations/

If you are denied boarding against your wishes because of overbooking or operational reasons, you may be entitled to:

• Compensation
• Re-routing
• A refund
• Care and assistance

Official guidance:
https://www.caa.co.uk/passengers-and-public/resolving-travel-problems/delays-and-cancellations/

Passenger rights in the United States differ from UK and EU compensation systems.

Depending on the circumstances, passengers may have rights relating to:

• Refunds
• Compensation for involuntary denied boarding
• Disability protections under the Air Carrier Access Act
• Assistance during disruptions depending on airline policies

Official information:

U.S. Department of Transportation Air Consumer Protection
https://www.transportation.gov/airconsumer

Airline Customer Service Dashboard
https://www.transportation.gov/airconsumer/airline-customer-service-dashboard

If a wheelchair, mobility scooter, or other assistive device is lost, delayed, or damaged during air travel, passengers may have rights under applicable laws, regulations, and international agreements.

Depending on the circumstances, claims may relate to:

• Repairs
• Replacement equipment
• Temporary replacement equipment
• Reimbursement of certain related expenses

Always:

• Report damage or loss immediately
• Obtain a written report reference
• Take photographs
• Retain receipts and supporting evidence

Official information:

UK Civil Aviation Authority
https://www.caa.co.uk/passengers/prm/

U.S. Department of Transportation – Traveling with a Disability
https://www.transportation.gov/individuals/aviation-consumer-protection/traveling-disability

United Kingdom

Many rail operators participate in Delay Repay schemes.

Passengers may be entitled to compensation if trains are delayed beyond specified thresholds.

Eligibility and compensation amounts vary between operators.

Official information:

National Rail
https://www.nationalrail.co.uk

Rail Ombudsman
https://www.railombudsman.org

European Union

Rail passengers may have rights relating to:

• Compensation for delays
• Refunds
• Re-routing
• Assistance during disruption

Official information:
https://europa.eu/youreurope/citizens/travel/passenger-rights/rail/index_en.htm

Passenger rights may apply when services are significantly delayed, cancelled, or disrupted.

Rights vary depending on:

• The country
• The route
• The operator
• The circumstances of the disruption

Official information:
https://europa.eu/youreurope/citizens/travel/passenger-rights/bus-and-coach/index_en.htm

Passengers may have rights relating to:

• Delays
• Cancellations
• Missed departures caused by the operator
• Lost or damaged luggage
• Accessibility-related issues

Rights vary depending on the itinerary, operator, and applicable legislation.

Official information:
https://europa.eu/youreurope/citizens/travel/passenger-rights/ship/index_en.htm

If you booked a package holiday, additional protections may apply.

You may have rights relating to:

• Significant changes to your holiday
• Cancellation by the organiser
• Services not provided as advertised
• Accessibility features not provided as promised

Official information:

ABTA
https://www.abta.com

Your Europe Package Travel Rights
https://europa.eu/youreurope/citizens/travel/holidays/package-travel/index_en.htm

Keep copies of:

✓ Booking confirmations
✓ Boarding passes
✓ Receipts
✓ Photographs
✓ Accessibility requests
✓ Medical equipment documentation
✓ Complaint reference numbers
✓ Written correspondence
✓ Details of additional expenses

Good evidence can help support a claim for reimbursement, compensation, or assistance.

If travel disruption causes additional disability-related expenses, keep detailed records and receipts. Even where compensation is not available, reimbursement of certain reasonable expenses may sometimes be available depending on the circumstances and the applicable regulations.

UK Civil Aviation Authority
https://www.caa.co.uk/passengers/

Your Europe Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

U.S. Department of Transportation
https://www.transportation.gov/airconsumer

National Rail
https://www.nationalrail.co.uk

Rail Ombudsman
https://www.railombudsman.org

ABTA
https://www.abta.com

This information is provided for general guidance only and does not constitute legal advice. Passenger rights, compensation, reimbursement, and assistance entitlements vary depending on the circumstances, transport provider, country, and applicable legislation. Always check the latest guidance from the relevant transport provider, regulator, or government authority before making a claim.

United Kingdom – Civil Aviation Authority (CAA)

The Civil Aviation Authority oversees passenger rights and accessibility issues within UK aviation.

Examples:

• Airport assistance failures
• Disability assistance complaints
• Accessibility concerns
• Passenger rights issues

Website:
https://www.caa.co.uk/passengers/

United Kingdom – AviationADR

Some airlines are members of AviationADR, an independent alternative dispute resolution service.

Website:
https://www.aviationadr.org.uk

Always check whether your airline is a member before submitting a complaint.

European Union – National Enforcement Bodies (NEBs)

Each EU country has a National Enforcement Body responsible for enforcing air passenger rights.

Examples:

• Flight cancellations
• Long delays
• Denied boarding
• Disability assistance complaints

Website:
https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies-neb_en

United States – U.S. Department of Transportation (DOT)

Passengers can submit complaints relating to:

• Disability rights
• Airline discrimination
• Accessibility concerns
• Air Carrier Access Act issues

Website:
https://www.transportation.gov/airconsumer

United Kingdom – Rail Ombudsman

The Rail Ombudsman may assist if you cannot resolve a complaint directly with a participating rail operator.

Examples:

• Accessibility issues
• Customer service complaints
• Refund disputes

Website:
https://www.railombudsman.org

European Union Rail Passenger Rights

Information on rail passenger rights and complaint routes.

Website:
https://europa.eu/youreurope/citizens/travel/passenger-rights/rail/index_en.htm

United States Rail Travel

Accessibility information and customer support:

Amtrak Accessibility Services
https://www.amtrak.com/accessibility-services

Federal Railroad Administration
https://railroads.dot.gov

United Kingdom
Contact the bus or coach operator directly first.

If the complaint involves disability discrimination, accessibility barriers, or failure to make reasonable adjustments, seek advice from the Equality Advisory and Support Service (EASS).

Website:
https://www.equalityadvisoryservice.com

European Union

Passenger rights information for bus and coach travel.

Website:
https://europa.eu/youreurope/citizens/travel/passenger-rights/bus-and-coach/index_en.htm

United States

Federal Motor Carrier Safety Administration (FMCSA)

Website:
https://www.fmcsa.dot.gov

United Kingdom

If your cruise or ferry was booked through an ABTA member, ABTA may be able to assist after you have completed the travel provider’s complaints process.

Website:
https://www.abta.com

European Union

Passenger rights for sea and inland waterway transport.

Website:
https://europa.eu/youreurope/citizens/travel/passenger-rights/ship/index_en.htm

United States

Federal Maritime Commission

Website:
https://www.fmc.gov

United Kingdom

Contact the accommodation provider directly first.

If booked through a travel company or booking platform, follow their complaints process.

Examples:

• Booking.com
• Expedia
• Hotels.com
• Package holiday providers

For disability discrimination concerns, seek advice from EASS.

Website:
https://www.equalityadvisoryservice.com

United States
Americans with Disabilities Act (ADA)

Information and complaint procedures:
https://www.ada.gov/file-a-complaint/

United Kingdom – ABTA

ABTA may assist with complaints involving ABTA member travel companies and package holidays.

Website:
https://www.abta.com

European Union

Package travel rights information.

Website:
https://europa.eu/youreurope/citizens/travel/holidays/package-travel/index_en.htm

United Kingdom – Equality Advisory and Support Service (EASS)

Advice and support relating to potential disability discrimination under the Equality Act 2010.

Examples:

• Hotel accessibility issues
• Transport accessibility concerns
• Refusal of reasonable adjustments
• Attraction accessibility complaints

Website:
https://www.equalityadvisoryservice.com

United States – Americans with Disabilities Act (ADA)

Information and complaint procedures relating to disability discrimination.

Website:
https://www.ada.gov/file-a-complaint/

Keep copies of:

✓ Booking confirmations
✓ Receipts
✓ Photographs
✓ Accessibility requests
✓ Complaint reference numbers
✓ Emails and written correspondence
✓ Names of staff members spoken to
✓ Dates and times of incidents

A well-documented complaint is usually easier to investigate and resolve.

If possible, make complaints in writing and keep copies of all correspondence. Written evidence often makes it easier for regulators, ombudsmen, and dispute resolution services to understand what happened and investigate your case.

This information is provided for general guidance only and does not constitute legal advice. Complaint procedures, regulators, and eligibility requirements may change. Always check the latest guidance directly with the relevant organisation before submitting a complaint.

Passengers with disabilities and reduced mobility have protections under UK and European maritime passenger rights legislation, including Regulation (EU) No 1177/2010 as retained in UK law.

Cruise operators and terminal operators must not refuse a booking solely because of a disability or reduced mobility, except in limited circumstances relating to safety requirements or where the design of the ship or port infrastructure makes transport impossible. (GOV.UK)

Passengers may be entitled to assistance free of charge when:

• Embarking
• Disembarking
• Moving through the terminal
• Accessing the ship
• Changing vessels where applicable

To help operators provide assistance, passengers are generally encouraged to notify the cruise line, travel agent, or tour operator of their requirements at least 48 hours before travel where possible. (GOV.UK)

Cruise operators must provide passengers with important information about:

• Travel conditions
• Delays
• Cancellations
• Accessibility arrangements
• Passenger rights

Passengers should be informed of significant disruptions as soon as possible. (GOV.UK)

Where maritime passenger rights regulations apply, passengers may have rights relating to:

• Information about delays
• Care and assistance during disruption
• Re-routing
• Reimbursement
• Partial ticket compensation in certain circumstances

Eligibility depends on the circumstances and the specific regulations that apply to the journey. Compensation is not automatic and exceptions may apply. In practice, some passenger-rights provisions do not apply to certain cruise services, so entitlement should be checked on a case-by-case basis. (GOV.UK)

Cruise lines may offer:

• Priority embarkation assistance
• Wheelchair assistance
• Accessible cabins
• Accessible dining options
• Accessible entertainment facilities
• Assistance with boarding and disembarking

Facilities and accessibility standards vary between cruise lines, ships, and ports.

Passengers should always verify accessibility features before booking. Accessible facilities cannot be assumed simply because a cabin is advertised as accessible.

Some cruise ports require passengers to transfer between the ship and shore using tender boats.

Even where a cruise ship is accessible, local port conditions, weather, sea conditions, or tender operations may limit access for some passengers.

For safety reasons, cruise operators may restrict tender access for certain mobility devices or passengers in some circumstances.

Passengers should check accessibility arrangements for individual ports before booking shore excursions.

Policies relating to assistance dogs vary by:

• Cruise line
• Country
• Destination
• Port regulations

Additional documentation, vaccination records, health certificates, or import permits may be required.

Always check requirements directly with the cruise line and relevant authorities before travel.

Passengers travelling with:

• Wheelchairs
• Mobility scooters
• Portable oxygen concentrators
• CPAP machines
• Feeding pumps
• Other medical equipment

should notify the cruise line as early as possible.

Cruise operators may request information about:

• Equipment dimensions
• Battery types
• Storage requirements
• Accessibility needs

Providing information in advance helps operators plan appropriate assistance.

If you experience problems during your cruise:

1. Raise the issue with the cruise line first.
2. Keep copies of all correspondence.
3. Retain photographs, receipts, and supporting evidence.
4. Follow the cruise line’s complaints procedure.
5. Escalate the complaint where appropriate.

🇬🇧 United Kingdom

Maritime passenger rights are enforced by the Maritime and Coastguard Agency (MCA).

Official information:

Maritime Passenger Rights
https://www.gov.uk/government/collections/maritime-passenger-rights

Passenger Rights When Travelling by Sea and Inland Waterways
https://www.gov.uk/government/publications/passenger-rights-when-travelling-by-sea-and-inland-waterways/passenger-rights-when-travelling-by-sea-and-inland-waterways

🇪🇺 European Union

Official information:
European Commission – Ship Passenger Rights
https://transport.ec.europa.eu/transport-themes/passenger-rights/maritime_en

Your Europe – Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

🇺🇸 United States

While cruise passenger rights differ from airline passenger rights, disability protections may also arise under applicable U.S. laws, including accessibility requirements that apply in certain circumstances.

Official information:

U.S. Department of Justice – Americans with Disabilities Act (ADA)
https://www.ada.gov

Consider confirming:

✓ Accessible cabin features
✓ Bathroom layout and measurements
✓ Door widths
✓ Tender port accessibility
✓ Shore excursion accessibility
✓ Medical equipment policies
✓ Assistance dog requirements
✓ Emergency evacuation procedures
✓ Accessible transport at ports

Verifying accessibility details before booking can help avoid misunderstandings and disappointment later.

Never assume that because a ship is accessible, every port of call will be. Tender operations, local infrastructure, weather conditions, and safety requirements can all affect accessibility on the day of travel.

UK Government – Maritime Passenger Rights
https://www.gov.uk/government/collections/maritime-passenger-rights

UK Government – Passenger Rights When Travelling by Sea and Inland Waterways
https://www.gov.uk/government/publications/passenger-rights-when-travelling-by-sea-and-inland-waterways/passenger-rights-when-travelling-by-sea-and-inland-waterways

European Commission – Ship Passenger Rights
https://transport.ec.europa.eu/transport-themes/passenger-rights/maritime_en

Your Europe – Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

U.S. Department of Justice – Americans with Disabilities Act
https://www.ada.gov

If your cruise is cancelled or significantly delayed, stay calm and gather as much information as possible from the cruise operator.

Your rights will depend on factors such as:

• The reason for the disruption
• The type of cruise
• The countries involved
• Whether the booking forms part of a package holiday
• The cruise line’s terms and conditions
• The applicable laws and regulations

If Your Cruise Is Cancelled

If a cruise operator cancels your voyage, you may be offered:

• A refund
• An alternative sailing
• A re-booking option
• Other arrangements depending on the cruise line’s policies and the circumstances of the cancellation

The options available will vary depending on the booking and the applicable regulations.

What You Should Do

✓ Request written confirmation of the cancellation
✓ Keep copies of all emails and messages
✓ Retain booking confirmations and receipts
✓ Contact your travel insurer
✓ Contact your travel agent if you booked through one
✓ Keep records of any additional expenses

If you booked a package holiday, additional protections may apply.
Package holiday bookings may provide additional protections under package travel regulations compared with separately booked travel arrangements.

If Your Cruise Departure Is Delayed

Where maritime passenger rights regulations apply, passengers may have rights relating to:

• Information about the delay
• Assistance during the disruption
• Re-routing or reimbursement in certain circumstances
• Partial ticket compensation in some situations

Eligibility depends on the circumstances and applicable regulations.
What You Should Do

✓ Ask for updates from the cruise operator
✓ Request written information where available
✓ Keep receipts for reasonable additional expenses
✓ Retain hotel, transport, and meal receipts
✓ Keep a record of delay times

If You Miss The Cruise Because Of Travel Delays

If a flight, train, or other transport delay causes you to miss your cruise:

Contact the cruise line immediately.

Contact your travel insurer.

Contact your travel provider or travel agent if applicable.

Whether assistance is available will depend on:

• How the travel was booked
• Whether it forms part of a package holiday
• Your insurance policy
• The circumstances of the delay

Passengers who book flights and cruises separately are usually responsible for managing connections between those bookings. Package holiday arrangements may provide additional protection depending on the circumstances.

⚠️ Extraordinary Circumstances

Some delays and cancellations are caused by circumstances outside the cruise operator’s control, such as:

• Severe weather
• Port closures
• Security incidents
• Public health emergencies
• Other safety-related events

In these situations, passenger rights, reimbursement options, and compensation entitlements may differ depending on the applicable regulations and circumstances.

Keep Evidence

If disruption occurs, retain:

✓ Booking confirmations
✓ Cruise tickets
✓ Delay notifications
✓ Cancellation notices
✓ Receipts
✓ Hotel invoices
✓ Transport costs
✓ Emails and written correspondence

Good documentation can help support claims for refunds, reimbursement, compensation, or insurance claims where applicable.

Accessibility Considerations

If you have:

• Mobility equipment
• Medical equipment
• Accessibility assistance arrangements
• Accessible transport bookings
• Accessible accommodation bookings

contact the cruise operator as soon as possible following a cancellation or delay.

Early communication may help alternative arrangements be explored where available.

If you are travelling with accessibility requirements, keep copies of all accessibility requests, medical equipment information, and assistance confirmations. These records may be useful if alternative arrangements need to be discussed following a disruption.

Official Information

UK Government – Passenger Rights When Travelling by Sea and Inland Waterways
https://www.gov.uk/government/publications/passenger-rights-when-travelling-by-sea-and-inland-waterways/passenger-rights-when-travelling-by-sea-and-inland-waterways

European Commission – Maritime Passenger Rights
https://transport.ec.europa.eu/transport-themes/passenger-rights/maritime_en

Your Europe – Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

This information is provided for general guidance only and does not constitute legal advice. Passenger rights, refunds, compensation, and assistance arrangements vary depending on the circumstances, cruise operator, booking type, itinerary, and applicable legislation. Always check the latest guidance directly with your cruise operator, travel provider, insurer, or relevant authority.

If you have a disability or reduced mobility, you are legally entitled to assistance free of charge when:

• Flying from a UK airport on any airline
• Flying to a UK airport on a UK or EU airline

The UK Civil Aviation Authority (CAA) specifically recognises hidden disabilities, including autism, dementia, anxiety conditions, learning disabilities, mental health impairments, and hearing loss.

Assistance may include:

• Help navigating the airport
• Assistance through security screening
• Boarding and disembarking assistance
• Help during flight connections
• Guidance to departure gates and facilities

Official information:

UK Civil Aviation Authority – Accessibility Rights for Disabled Passengers
https://www.caa.co.uk/passengers/prm/passengers-with-disabilities-and-reduced-mobility/

Passengers with disabilities or reduced mobility have rights when travelling by air, rail, coach, bus, and ship throughout the European Union.

Where passenger rights legislation applies, assistance must generally be provided free of charge.

Passengers with disabilities should not normally be refused transport because of a disability except in limited circumstances relating to safety requirements or vehicle design restrictions permitted by law.

Assistance may include:

• Help at terminals and stations
• Boarding and disembarking assistance
• Accessible travel information
• Assistance with luggage where applicable
• Transport of recognised assistance dogs where permitted

Official information:

Your Europe – Rights for Travellers with Disabilities or Reduced Mobility
https://europa.eu/youreurope/citizens/travel/transport-disability/reduced-mobility/index_en.htm

In the United States, the Air Carrier Access Act (ACAA) makes it unlawful for airlines to discriminate against passengers because of a disability on flights to, from, or within the United States.

The U.S. Department of Transportation states that passengers with disabilities have rights that include:

• Dignity and respect
• Timely assistance when requested
• Airport assistance
• Boarding and deplaning assistance
• Seating accommodations related to disability needs
• Assistance with assistive devices
• Access to a Complaint Resolution Official (CRO) when disability-related issues arise

The Air Carrier Access Act protects passengers with disabilities, including many non-visible disabilities, from discrimination by airlines.

Official information:

U.S. Department of Transportation – Traveling with a Disability
https://www.transportation.gov/individuals/aviation-consumer-protection/traveling-disability

Airline Passengers with Disabilities Bill of Rights
https://www.transportation.gov/airconsumer/disabilitybillofrights

Depending on your needs, assistance may include:

✓ Help navigating the airport
✓ Assistance through security screening
✓ Boarding and deplaning assistance
✓ Guidance through unfamiliar terminals
✓ Help locating gates and facilities
✓ Assistance during flight connections

Availability varies between airports, airlines, transport providers, and countries.

Many airports, transport operators, and public venues participate in the Hidden Disabilities Sunflower scheme.

The sunflower lanyard is a voluntary way of indicating that you may have a non-visible disability and could benefit from additional support, patience, understanding, or assistance.

Participation varies by airport, airline, transport provider, and country.

Official information:

Hidden Disabilities Sunflower
https://hdsunflower.com/uk/

For most airport assistance requests, airlines and airports do not routinely require proof of a disability.

However:

• Certain medical conditions may require medical clearance.
• Some airlines may request information relating to specialised medical equipment.
• Fitness-to-fly requirements may apply in some circumstances.

Requirements vary between airlines, airports, and countries. Always check directly with your airline before travelling.

For the best level of support, contact your airline, travel provider, or transport operator as early as possible.

Many airlines and transport providers recommend requesting assistance at least 48 hours before travel where possible.

If you believe your rights have not been respected:

1. Contact the transport provider first.
2. Follow their complaints procedure.
3. Escalate the complaint to the appropriate regulator if necessary.

United Kingdom

Civil Aviation Authority
https://www.caa.co.uk/passengers/

European Union

Your Europe Passenger Rights Portal
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

United States

U.S. Department of Transportation Disability Travel Rights
https://www.transportation.gov/individuals/aviation-consumer-protection/traveling-disability

When requesting assistance, explain what support you need rather than focusing solely on your diagnosis.

For example:

• “I need extra time through security.”
• “I struggle in crowded environments.”
• “I may need help locating my gate.”
• “I need clear verbal instructions.”

Providing clear information about your support needs often helps staff arrange the most appropriate assistance.

This information is provided for general guidance only and does not constitute legal advice. Laws, regulations, and assistance procedures may change. Always check the latest guidance from your airline, transport provider, airport, regulator, or government authority before travelling.

If you discover damage to your wheelchair or mobility aid:

1. Report It Immediately

Notify:

• Airline staff
• Airport assistance staff
• Rail operator staff
• Cruise line representatives
• Ferry operator staff
• Coach operator staff

Where possible, report the damage before leaving the airport, station, port, or terminal.

2. Take Photographs

Photograph:

• The damaged area
• The entire wheelchair or mobility aid
• Any detached parts
• Control systems
• Batteries and battery compartments (if applicable)
• Identification labels

Take photographs before any repairs are attempted.

3. Obtain Written Confirmation

Request:

• A damage report reference
• Written confirmation of the incident
• Copies of any forms completed
• Contact details for follow-up enquiries

Keep copies of all paperwork.

4. Record Additional Costs

Keep receipts for:

• Taxi journeys
• Equipment hire
• Repair costs
• Accessibility-related expenses
• Additional transport costs
• Other reasonable expenses related to the incident

🇬🇧 United Kingdom

The UK Civil Aviation Authority (CAA) advises passengers to report damage to wheelchairs and mobility aids as soon as possible and preferably before leaving the airport.

If damage occurs:

✓ Report it immediately.
✓ Request a written report.
✓ Keep photographs and supporting evidence.
✓ Follow the airline’s complaints procedure.
✓ Escalate the complaint if necessary.

Official Information

CAA – Wheelchairs and Mobility Aids
https://www.caa.co.uk/passengers-and-public/special-assistance/wheelchairs-and-mobility-aids/

CAA – Report a Problem with Assisted Travel
https://www.caa.co.uk/air-passengers/assisted-travel/report-a-problem-with-assisted-travel/

🇪🇺 European Union

Passengers with disabilities and reduced mobility have protections when travelling by air within the European Union.

If a wheelchair or mobility aid is damaged:

✓ Notify the airline immediately.
✓ Request written confirmation.
✓ Retain photographs and receipts.
✓ Follow the airline’s complaints process.
✓ Keep copies of all correspondence.

Official Information

Your Europe – Travelling with a Disability or Reduced Mobility
https://europa.eu/youreurope/citizens/travel/transport-disability/index_en.htm

Your Europe – Air Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

🇺🇸 United States

Under U.S. Department of Transportation regulations, airlines must return checked wheelchairs, mobility scooters, and other assistive devices in the condition in which they were received.

If damage occurs:

✓ Report the damage immediately.
✓ Request a written report.
✓ Photograph the damage.
✓ Keep copies of all evidence.
✓ Ask the airline about repair or replacement arrangements.

Official Information

U.S. Department of Transportation – Traveling with a Disability
https://www.transportation.gov/individuals/aviation-consumer-protection/traveling-disability

Airline Passengers with Disabilities Bill of Rights
https://www.transportation.gov/airconsumer/disabilitybillofrights

If your wheelchair is damaged during rail travel:

✓ Report the damage immediately.
✓ Request written confirmation.
✓ Keep photographs and receipts.
✓ Follow the rail operator’s complaints procedure.

Official Information

National Rail – Passenger Assist
https://www.nationalrail.co.uk/help-and-assistance/passenger-assist/

Rail Ombudsman
https://www.railombudsman.org

If mobility equipment is damaged during a cruise or ferry journey:

✓ Notify staff immediately.
✓ Photograph the damage.
✓ Request a written incident report.
✓ Keep copies of all communications.
✓ Retain receipts and supporting evidence.

Official Information

UK Government – Maritime Passenger Rights
https://www.gov.uk/government/collections/maritime-passenger-rights

European Commission – Maritime Passenger Rights
https://transport.ec.europa.eu/transport-themes/passenger-rights/maritime_en

If mobility equipment is damaged during coach or bus travel:

✓ Report the damage immediately.
✓ Request written confirmation.
✓ Keep photographs and receipts.
✓ Follow the operator’s complaints process.

Official Information

Your Europe – Bus and Coach Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/bus-and-coach/index_en.htm

Before signing any document:

✓ Read it carefully.
✓ Ask questions if anything is unclear.
✓ Request a copy for your records.
✓ Seek independent advice if necessary.

✓ Booking confirmations
✓ Boarding passes or tickets
✓ Assistance booking confirmations
✓ Wheelchair specifications
✓ Photographs
✓ Repair estimates
✓ Receipts
✓ Complaint reference numbers
✓ Written correspondence

Good evidence can make it easier to investigate the incident and support any complaint or claim.

When submitting a complaint include:

• Date of travel
• Journey details
• Type of wheelchair or mobility aid
• Description of the damage
• Photographs
• Copies of receipts
• Details of any additional expenses
• Copies of correspondence

Provide as much detail as possible.

If damage affects safety:

• Inform staff immediately.
• Request alternative assistance.
• Ask about temporary replacement equipment where available.
• Do not use equipment that you believe may be unsafe.

Your safety should always come first.

Before every trip, photograph your wheelchair from multiple angles and save the images to your phone. Having evidence of its condition before travel can be extremely useful if damage occurs during your journey.

CAA – Wheelchairs and Mobility Aids
https://www.caa.co.uk/passengers-and-public/special-assistance/wheelchairs-and-mobility-aids/

CAA – Report a Problem with Assisted Travel
https://www.caa.co.uk/air-passengers/assisted-travel/report-a-problem-with-assisted-travel/

Your Europe – Disability Travel Rights
https://europa.eu/youreurope/citizens/travel/transport-disability/index_en.htm

Your Europe – Air Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

U.S. Department of Transportation – Traveling with a Disability
https://www.transportation.gov/individuals/aviation-consumer-protection/traveling-disability

U.S. Department of Transportation – Airline Passengers with Disabilities Bill of Rights
https://www.transportation.gov/airconsumer/disabilitybillofrights

National Rail – Passenger Assist
https://www.nationalrail.co.uk/help-and-assistance/passenger-assist/

Rail Ombudsman
https://www.railombudsman.org

UK Government – Maritime Passenger Rights
https://www.gov.uk/government/collections/maritime-passenger-rights

European Commission – Maritime Passenger Rights
https://transport.ec.europa.eu/transport-themes/passenger-rights/maritime_en

This information is provided for general guidance only and does not constitute legal advice. Rights, liability, complaint procedures, repair arrangements, and reimbursement options vary depending on the transport provider, country, and circumstances. Always follow the procedures provided by the airline, rail operator, cruise line, ferry operator, coach operator, or other transport provider involved.

United Kingdom

The UK Civil Aviation Authority provides guidance for passengers travelling with medicines, mobility aids, and medical equipment.

Many airlines allow passengers to travel with medical equipment and medical supplies, subject to airline requirements, safety regulations, and any applicable documentation requirements.

Examples may include:

• Prescription medication
• Syringes and needles required for medical use
• CPAP machines
• Portable oxygen concentrators
• Mobility equipment
• Other essential medical devices

Airlines may require advance notice for certain equipment, particularly powered medical devices, oxygen equipment, or mobility aids.

Official Information

CAA – Travelling with Medicines, Mobility and Medical Equipment
https://www.caa.co.uk/passengers-and-public/special-assistance/travelling-with-mobility-and-medical-equipment/

European Union

Passengers with disabilities or reduced mobility have rights when travelling by air, rail, coach, bus, and ship throughout the European Union.

Assistance must generally be provided free of charge where passenger rights legislation applies.

Transport providers may require advance notice for certain services, medical equipment, or accessibility assistance.

Official Information

Your Europe – Travelling with a Disability or Reduced Mobility
https://europa.eu/youreurope/citizens/travel/transport-disability/index_en.htm

United States

Under the Air Carrier Access Act (ACAA), airlines may not discriminate against passengers because of a disability.

The U.S. Department of Transportation recognises assistive devices that may include:

• CPAP machines
• Portable oxygen concentrators
• Prescription medications
• Syringes and auto-injectors
• Hearing devices
• Wheelchairs and mobility aids
• Other disability-related medical equipment

Assistive devices generally do not count against normal carry-on baggage limits when transported in accordance with applicable airline and safety requirements.

Official Information

Airline Passengers with Disabilities Bill of Rights
https://www.transportation.gov/airconsumer/disabilitybillofrights

U.S. Department of Transportation – Assistive Device Guidance
https://www.transportation.gov/resources/individuals/aviation-consumer-protection/assistive-device-guides/assistive-device-stowage

Many passengers travel with medication and related medical supplies.

Examples include:

• Insulin
• Injectable medications
• Epinephrine auto-injectors (EpiPens)
• Controlled medications
• Liquid medicines

Before travelling:

✓ Keep medication in original packaging where possible
✓ Carry copies of prescriptions if available
✓ Carry essential medication in hand luggage
✓ Check destination country restrictions before travelling
✓ Allow additional time for airport security screening

Some countries have restrictions on certain prescription medications. Always check destination country requirements before travel.

The CAA advises that medicines exceeding standard liquid restrictions may be permitted where medically necessary, although additional screening may be required.

Examples include:

• CPAP machines
• Portable oxygen concentrators
• Feeding pumps
• Certain mobility devices

Airlines may require:

• Advance notice
• Battery specifications
• Medical documentation
• Additional batteries

Spare lithium batteries are generally required to be carried in the aircraft cabin rather than checked baggage, subject to airline and safety requirements.

Always check airline-specific policies before travelling.

CPAP machines are commonly carried by air travellers.

CPAP machines are generally accepted by airlines, but passengers should always check individual airline requirements before travel.

Before travelling:

✓ Contact the airline
✓ Check battery requirements
✓ Confirm onboard use policies
✓ Carry supporting medical documentation if requested

The CAA advises checking airline requirements before travel because onboard power supplies cannot always be guaranteed.

Portable oxygen concentrators are accepted by many airlines, subject to airline requirements and safety regulations.

Airlines may require:

• Advance notice
• Medical certification
• Approved equipment models
• Sufficient battery capacity

The U.S. Department of Transportation advises that airlines may require advance notice and sufficient battery power for the duration of travel.

Always check directly with your airline before travelling.

Passengers travelling with mobility aids or disability-related equipment should notify airlines in advance where possible.

For powered mobility equipment, airlines may request information including:

• Make and model
• Weight and dimensions
• Battery type
• Operating instructions

The CAA recommends providing this information as early as possible to help airlines make appropriate arrangements.

Consider carrying:

✓ Prescriptions
✓ Medical letters where appropriate
✓ Equipment manuals
✓ Spare batteries (where permitted)
✓ Emergency contact information
✓ Travel insurance details
✓ Manufacturer information for specialist equipment

Providing information in advance may help transport providers arrange appropriate assistance.

If you experience difficulties travelling with medical equipment:

• Contact the airline or transport provider first.
• Request written confirmation of any decision.
• Follow the provider’s complaints procedure.
• Escalate the complaint where appropriate.

United Kingdom

Civil Aviation Authority
https://www.caa.co.uk/passengers/

European Union

Your Europe Passenger Rights
https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

United States

U.S. Department of Transportation
https://www.transportation.gov/airconsumer

Contact your airline before booking if you will be travelling with specialist medical equipment. Requirements for batteries, oxygen equipment, electrical devices, and medical documentation can vary significantly between airlines.

CAA – Travelling with Medicines, Mobility and Medical Equipment
https://www.caa.co.uk/passengers-and-public/special-assistance/travelling-with-mobility-and-medical-equipment/

U.S. Department of Transportation – Airline Passengers with Disabilities Bill of Rights
https://www.transportation.gov/airconsumer/disabilitybillofrights

U.S. Department of Transportation – Assistive Device Guidance
https://www.transportation.gov/resources/individuals/aviation-consumer-protection/assistive-device-guides/assistive-device-stowage

Your Europe – Disability Travel Rights
https://europa.eu/youreurope/citizens/travel/transport-disability/index_en.htm

This information is provided for general guidance only and does not constitute legal advice. Airline policies, transport provider requirements, and national regulations may change. Always check the latest guidance directly with your airline, transport provider, airport, regulator, or government authority before travelling.

Passengers with disabilities and reduced mobility are protected by laws and regulations in the UK, EU, and many other countries. Airlines and airports must provide assistance and have procedures in place for handling mobility equipment.  

Official Information

• UK Civil Aviation Authority – Rights of Disabled Passengers⁠
• European Commission Air Passenger Rights⁠
• Your Europe Passenger Rights Portal⁠

If you discover damage to your wheelchair or mobility aid:

1. Report It Immediately

Before leaving the airport, where possible:

✅ Notify the airline
✅ Notify the airport assistance provider if involved
✅ Ask for a written damage report
✅ Obtain a reference number
✅ Request written confirmation of your complaint

Prompt reporting can help support any investigation or claim.

2. Take Photographs

Photograph:

• The damaged area
• The entire wheelchair
• Baggage tags and labels
• Any detached or broken parts

If possible, compare these with photographs taken before travel.

3. Keep Records

Keep copies of:

• Complaint reference numbers
• Emails and letters
• Repair estimates
• Invoices and receipts
• Photographs
• Any additional expenses related to the incident

If Your Wheelchair Is Lost or Delayed

If your wheelchair does not arrive:

• Report it immediately.
• Request a reference number.
• Ask what assistance can be provided while the issue is investigated.
• Keep all communication in writing where possible.

Airports and airlines may be able to arrange temporary mobility equipment, although this may not be identical to your own equipment.  

If mobility equipment is damaged or lost during air travel, compensation may be available depending on the circumstances and the laws that apply to your journey. Compensation claims are assessed individually and supporting evidence is often required.  

Because compensation rules can vary, it is important to:

• Keep evidence of the damage or loss.
• Retain receipts and repair estimates.
• Follow the airline’s complaints procedure.
• Contact your travel insurer if applicable.

Consider taking these steps before every flight:

☐ Photograph your wheelchair from all sides
☐ Photograph the serial number
☐ Photograph any existing marks or scratches
☐ Remove loose accessories where possible
☐ Label the wheelchair clearly
☐ Carry manufacturer specifications
☐ Carry battery information if using a powered wheelchair
☐ Provide handling instructions if required

The UK Civil Aviation Authority recommends informing airlines in advance about powered wheelchairs and mobility aids, including battery details where applicable.  

United Kingdom

Start by following the airline’s complaints procedure.

Further information:

UK Civil Aviation Authority – Rights of Disabled Passengers⁠
https://www.caa.co.uk/data-and-publications/publications/publication-categories/passenger-rights/#

European Commission Air Passenger Rights⁠
https://europa.eu/youreurope/citizens/travel/transport-disability/reduced-mobility/faq/index_en.htm

• Your Europe Passenger Rights Portal⁠
  https://europa.eu/youreurope/citizens/travel/passenger-rights/index_en.htm

United States

Official disability travel information:

U.S. Department of Transportation – Passengers with Disabilities⁠
https://www.transportation.gov/individuals/aviation-consumer-protection/traveling-disability

Before every flight, take clear photographs of your wheelchair or mobility aid at the airport before it is handed to airline staff. These photographs can be extremely useful if damage is discovered after arrival.

Information was accurate at the time of writing. Regulations and procedures can change. Always check the latest guidance from the relevant airline, airport, regulator, or government authority before travelling.