The purpose of this document is to render air transport more accessible to people with reduced mobility, guaranteeing that their needs are understood and met and that their safety and dignity are respected. The document is intended for airlines that provide services and facilities in airports and aircraft, and can be used as a basis for the preparation of one or more voluntary codes of conduct. When developing codes, the appropriate provisions of Document 30 (Section 5) of the European Civil Aviation Conference (ECAC) and Appendix 9 of the International Civil Aviation Organisation (ICAO) must be taken into account. The aforementioned documents are a source of technical information and have been drafted with input from the air transport industry and the governmental bodies responsible for establishing regulations and recommended practices.
People with reduced mobility (PRM) are held to comprise anyone whose mobility is restricted by a physical disability (sensorial or locomotor), a deterioration of their intellectual faculties, age or any other type of handicap when using a means of transport, and whose situation requires special attention and the adaptation of the services placed at the disposal of all passengers to their needs.
No transport operator may refuse to carry PRM, unless it is unable to do so safely or to physically accommodate them, or is unable to provide specific services which may be required during the flight. In the event of not admitting PRM to a service, operators shall explain the reasons for their refusal clearly and explicitly.
PMR passengers who are not able to manage on their own must always be accompanied. The airline does not provide sanitary, hygienic or safety onboard assistance. For more information you should consult our Call Centre.
Airlines shall endeavour to seek technical and operative options for improving access to and facilities in aeroplanes of all sizes, particularly when undertaking major reconditioning work.
In cases in which it is not possible to provide a direct route for PRM (due to the small size of an aeroplane, for example), airlines shall undertake to propose an acceptable alternative.
Regardless of the size of airports or aircraft, the dignity of PRM must be respected during boarding and disembarkation formalities.
Space permitting, airlines shall provide adapted onboard fittings geared to facilitating the autonomy of PRM, within the limits of health, hygiene and safety restrictions.
PRM shall be treated equally as regards the allocation of seats, within the limits imposed by safety requisites. In the event of a request to be allocated a specific seat being refused for safety reasons, airlines shall explain the grounds for their decision clearly and explicitly.
Guide dogs shall be carried in the cabin in accordance with airline rules and national import regulations. No fee shall be charged for the carriage thereof. PRM shall not be charged for the transport of basic objects that facilitate their mobility or of other essential auxiliary elements, in the case of disability.
Airlines must take all reasonable measures in their power to avoid the loss of or damage to objects that facilitate mobility or other auxiliary elements, in the case of disability. In the event of any such loss or damage, airlines shall take the necessary action to cater for immediate needs as regards individual mobility.
Air Carrier Access Act