We want to ensure that your needs are understood and addressed and that your safety and dignity are respected.
The purpose of this document is to improve access to air travel for persons with reduced mobility, Aimed at airlines that provide services and facilities at airports and on aircraft, it offers guidelines for drawing up a voluntary code of conduct. This code should contemplate the stipulations approved in Document 30 (Section 5) of the European Civil Aviation Conference (ECAC), as well as Annexe 9 of the International Civil Aviation Organisation (ICAO). These documents provide technical information and have been drawn up following consultation with the air transport industry and the government bodies responsible for establishing standards and recommended practices.
The term 'person with reduced mobility' (PMR) defines any person whose mobility is reduced when using transport due to any physical disability (sensory or locomotor), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation of the passenger services available to the needs of that person.
1. PMRs have the same freedom of movement and freedom of choice rights as any other citizen. This applies to air travel as well as all other life situations.
2. Airlines, airports and the agents of related services have a responsibility to address PMRs' needs. Meanwhile, PMRs have a responsibility to specify their needs through the appropriate channels at the appropriate moment.
3. PMRs must be provided with the necessary information to be able to plan and undertake their journeys.
4. The costs derived from addressing PMRs' needs should not be passed directly to them.
5. Disability and illness should not be treated in the same way and consequently PMRs should not be made to declare their disabilities as a prerequisite to undertaking a journey.
6. Organisations that represent PMRs should be consulted about affairs related to addressing their needs.
7. Staff must be provided with adequate training to ensure that they can understand and address PMRs' needs.
8. All security controls must be undertaken in a way that respects PMRs' dignity.
9. PMRs should be permitted the highest possible degree of independence.
No transport company may reject a PMR unless they cannot transport them safely, accommodate them physically or provide the specific services they require during the flight. If a PMR is refused transport, the airline responsible must clearly explain the reasons for its refusal.
PMR passengers who are not self-sufficient must always be accompanied. The airline cannot provide medical, hygienic or safety assistance on board the aircraft. For more information, please check with our Booking Department.
Airlines must try to identify technical and operational options to improve access and facilities on board aircraft of all sizes, especially when they undertake major refurbishments.
In cases where a PMR cannot be provided with a direct route (e.g. in the case of very small aircraft), airlines must strive to provide an acceptable alternative.
Irrespective of the size of the airport or aircraft, the boarding and disembarkation formalities must respect the PMRs' dignity.
Space permitting, airlines must provide on-board facilities that encourage the autonomy of PMRs while respecting health, hygienic and safety limits.
PMRs must be treated equally when assigning seats, notwithstanding the restrictions imposed by safety requirements. Airlines must clearly explain the reasons for not assigning a specific seat when safety conditions are not at stake.
Service dogs must be transported in the cabin in keeping with the airline regulations and national import regulations. They must also be transported free of charge. PMRs may not be charged for transporting basic objects that facilitate their mobility or any other essential aids in the case of disability.
Airlines must take all reasonable measures to avoid the loss or damage to objects that facilitate mobility and all other aids in cases of disability. Should loss or damage occur, airlines must make the necessary arrangements to satisfy immediate individual mobility needs.
Access to air travel for people with disabilities
Text of European Regulation 1107/2006: www.eur-lex.europa.eu / technical documentation / disability when travelling / regulations / 32006R1107
You can request a copy of Regulation 14CFR Part 382 from the United States Department of Transportation by:
Calls within the USA: free line for airline passengers with disabilities on 1-800-778-4838, or integrated TTY call* on 1-800-455-9880.
Calls from outside the USA: Contact the Aviation Consumer Protection Division on (+1) 202-366-2220, or integrated TTY call* on (+) 1-202-366-0511.
Aviation Consumer Protection Division
C-75, US Department of Transportation
1200 New Jersey Ave., SE
West Building, Room W96-432
Washington, DC 20590
Via the official website of the Department of Transportation through the following link: www.transportation.gov/airconsumer