What are the passenger rights for persons with disabilities or reduced mobility?

Planning a trip but unsure whether you will be able to get assistance using your mobility aids and devices? Perhaps you need an accompanying person to assist in situations where medication needs to be taken. Can transport service providers refuse to provide transportation due to disability or reduced mobility? Read on to understand your rights.

What rights do travelers with disabilities or reduced mobility have?

In the European Union, legislation protects passengers with disabilities or reduced mobility. You have the same rights as any other person when traveling by airplane, train, bus, or ship. Regardless of the mode of transport, you are entitled to free assistance at both stations and ports, as well as on the vehicles themselves.

There are also transport types where an accompanying person is allowed to travel free of charge. However, the conditions for providing assistance may differ, so be sure to contact the carrier, travel service provider, or ticket seller before your trip. This section provides information on the type of assistance you can expect and what limitations may apply depending on the mode of transport.

Transport can only be refused if there are safety concerns or if the vehicle design or infrastructure is unsuitable for passengers with disabilities or reduced mobility.

Passenger rights may vary depending on the mode of transport. More information on specific vehicles is provided later in the text.

What types of assistance are you entitled to?

You are entitled to:

  • Assistance boarding the vehicle;
  • Assistance during the journey;
  • Carry mobility aids and assistance devices;
  • Assistance and travel with a service dog free of charge;
  • Travel with an accompanying person (in some cases, they may travel with you free of charge);
  • Purchase tickets and make reservations without additional costs;
  • Receive information from ticket vendors about your flight and available special accommodations and assistance on the vehicle.

Who is entitled to receive assistance?

If you are disabled or have temporarily or permanently reduced mobility, you are entitled to assistance from a trained staff member.

Assistance is provided, for example, to:

  • Elderly passengers;
  • People using wheelchairs or other mobility aids and assistance devices;
  • People with hearing or visual impairments;
  • People with autism spectrum disorders or memory impairments.

How to ensure you receive the necessary assistance?

To receive the best assistance, you should provide information about your needs to the ticket seller, travel organizer, or the airline/railway/bus company providing passenger transport.

We recommend:

  • Contacting the ticket seller, travel organizer, or the transport provider (aviation/railway/bus company) at least 48 hours before your trip;
  • Informing the public transport service provider about the type of assistance you need;
  • Informing the transport provider if you are traveling with a service dog or an accompanying person.