What are my rights as a passenger with a disability or reduced mobility?
Are you planning a trip, but don’t know if you can receive assistance with your mobility aids? Or do you need someone to accompany you and help you with medication? Can transport providers refuse you because of a disability? Read on to find out about your rights.
Rights for travellers with disabilities or reduced mobility
As a passenger with a disability or reduced mobility in the European Union, you are protected by legislation. You have an equal right to everyone else to travel by plane, train, bus, coach, or ship. In all methods of transportation, you’re entitled to receive free help at stations and while on the vehicles.
Some modes of transportation allow for a travelling companion free of charge, as well. The assistance provided may vary, so make sure to contact the carrier, tour operator or ticket seller before your journey. In this section you will find information on what kind of help you can expect and what types of limitations may apply depending on the transportation.
Any mode of transport can only be denied if there are safety concerns, or if the vehicle’s design or infrastructure is not suitable for travellers with a disability or reduced mobility. Your rights may differ depending on mode of travel. See below for more vehicle-specific information.
What kind of assistance am I entitled to?
You have the right to
- receive assistance when boarding a vehicle
- receive assistance during your journey
- carry mobility aids
- have an assistance and guide dog with you free of charge
- have a travelling companion (in some cases they have the right to travel for free with you)
- purchase tickets and make reservation arrangements without any additional costs
- receive information from ticket vendors about your journey and the specific facilities and assistance that are available to you on board vehicles.
Who is entitled to assistance?
If you are disabled or have permanently or temporarily reduced mobility, you are entitled to assistance by a trained staff member.
Assistance is provided, for example, to
- elderly passengers
- persons using a wheelchair or other mobility aids
- persons with hearing or visual impairments
- persons with autism spectrum disorders or memory disorders.
How can I ensure that I get the proper assistance?
To get the best assistance, make sure you provide information about your needs to the ticket seller, tour operator or airline/railway/bus company or carrier.
We advise you to
- contact the ticket seller, tour operator or airline/railway/bus company or carrier at least 48 hours before your journey
- inform them what kind of assistance you need
- let them know if you are travelling with an assistance dog, or if someone accompanies you on the trip.
Travelling by plane
What kind of assistance can I get?
When you travel by plane, you have the right to assistance, free of charge. This can include the following services:
- assistance with your luggage
- getting on and off the plane
- assistance during the flight and in airports before and after your flight
- ground handling services if you are travelling with an assistance dog.
- advice from the airline and its staff regarding your wheelchair or mobility device and their batteries.
Travelling with a companion
Airlines are not required to provide help with eating or taking medication during a flight. If you need this type of help, for example during a longer flight, airlines might request that you have someone accompanying you on the trip.
If you need a travelling companion for the entire duration of your journey, the airline and airline staff should:
- enable the assistance your companion is there to provide.
- arrange this person a seat next you, when possible.
EU Regulation 1107/2006 on rights of air travellers with a disability or reduced mobility
If you have a disability or reduced mobility and you travel by plane in the EU, you are protected by legislation. If you want to know more, please have a look at Regulation 1107/2006.
Travelling by train
What kind of assistance can I get?
When you travel by train, you are entitled to assistance free of charge. This can include
- boarding a train
- getting off a train
- changing trains
- assisting you on board and at the station before and after your journey.
Travelling with a companion
- The railway operator might require you to travel with a companion, but only if it’s necessary because of the train’s or station’s infrastructure.
- In this case, your companion travels for free and should be seated next to you, if possible.
- You can also bring an assistance dog, following the local travel rules.
Eu Regulation 2021/782 on rail passengers’ rights and obligations
Your rights as a rail passenger with a disability or reduced mobility are based on the European legislation outlined in Regulation 2021/782. These rights apply to all international rail transport services in the EU, Norway and Iceland.
Travelling by bus or coach
If you are going on a long-distance journey of at least 250 kilometres, you have the right to assistance when
- boarding the vehicle
- getting off the vehicle
- at designated terminals.
Travelling with a companion
The bus company must allow a person you select to travel with you at no cost if their presence resolves any security or safety issues that would otherwise stop you from travelling.
EU Regulation 181/2011
Your rights as a bus or coach passenger with a disability or reduced mobility apply in any journey that begins or ends in a EU country. The rules apply in all EU member states, Norway and Iceland, and are detailed in Regulation 181/2011.
Travelling by ship or boat
What kind of assistance can I get?
When you travel by boat or ship, you are entitled to free assistance. This can include help
- getting on or off a ship
- changing ships
- on board
- at the port.
You should notify the ticket seller if
- you have special needs for accommodation, seating or assistance
- you need to bring medical equipment.
Travelling with a companion
- The carrier might require that you are accompanied by another person.
- In this case your companion travels free of charge.
EU Regulation 1177/2010 on maritime passenger rights
When you travel by ship or boat over sea or inland waterways, you rights as a passenger with a disability or reduced mobility are protected by Regulation 1177/2010. The rights granted by the EU for maritime travel cover passengers on most sizable ferries and cruise ships travelling across seas, rivers, lakes, or canals within the EU, as well as in Norway and Iceland.
Where can I get assistance and advice?
The European Consumer Centres Network provides free legal advice and support on cross-border purchasing issues. It can also help consumers deal with disputes relating to travelling in the EU, Norway, and Iceland. If you have tried to resolve a dispute with a business to no avail, click here to contact your local ECC and submit an enquiry.
