What rights do people with disabilities or reduced mobility have when traveling by coach?

• In principle, bus companies must transport people with disabilities or reduced mobility.

Carriage may only be refused by the company in exceptional cases if it contravenes applicable safety regulations or is not possible for technical reasons . For example, due to the vehicle design or the stop infrastructure.

• People with disabilities or reduced mobility have the right to receive free assistance at certain bus stations .
  This includes assistance on the way to the bus and when boarding and alighting.
  A list of EU bus stations with free assistance can be found here: List of bus stations
• Passengers are also entitled to assistance with checking in, collecting and transporting their luggage and with security and customs checks.
  If an accompanying person is required for the safe transportation of a passenger with a disability or reduced mobility, this person must be transported free of charge.
  
  
• In order for companies to be adequately prepared for such situations, it is necessary for passengers to register the required assistance 36 hours in advance and to arrive in good time before the departure time.

Even if no registration is made, the companies are obliged to provide the best possible support.

• If mobility aids, such as wheelchairs, are damaged or lost by employees of the bus company, the company is liable for the replacement value or repair costs. If available, the company must also provide a temporary replacement as soon as possible.

The legal bases are Art. 9, 10, 14 and 17 of Regulation (EU) No. 181/2011.

• In cases involving possible discrimination within the meaning of the Federal Disability Equality Act, the apf recommends contacting the Social Ministry Service(www.sozialministeriumservice.at).

An arbitration board has also been set up there, which must be called upon as a preliminary stage to any court proceedings.