What rights do people with disabilities or reduced mobility have when traveling by air?
In principle, airlines must carry people with disabilities or reduced mobility.
Carriage may only be denied by the airline in exceptional cases if it
- would contradict applicable safety regulations or
- is not possible for technical reasons (e.g. due to the aircraft design or equipment).
In order for airlines and airport operators to be able to prepare for this, it is necessary for passengers to register their needs 48 hours in advance and to arrive in good time before the departure time.
Even if no registration is made, the airport operator is obliged to provide the best possible support.
The obligations of air carriers and infrastructure operators, as well as the rights of persons with reduced mobility ("PRMs"), are defined in the following regulations:
Should assistance at the airport cost anything?
People with disabilities or reduced mobility have the right to free assistance at the airport:
- on the way to the gate
- on the way to the airplane
- when going on board
- when disembarking, etc
There is also an entitlement to:
- Assistance with baggage: check-in, collection and transportation of baggage
- Support with security and customs checks.
Can mobility aids, companions or assistance dogs be transported on the aircraft?
- Transportation of mobility aids or assistance dogs
Airlines are obliged to carry necessary medical equipment and mobility aids, including electric wheelchairs. This applies provided that 48 hours' notice has been given, sufficient space is available on board and safety regulations are complied with. Airlines must also carry recognized assistance dogs, subject to national regulations. As far as possible, airlines must take into account the needs of people with disabilities or reduced mobility when allocating seats.
- Transportation of accompanying persons
If persons with disabilities or reduced mobility are assisted by an accompanying person, the airline must, as far as possible, assign this person an adjacent seat. In addition, this person must be permitted, on request, to provide the necessary assistance in the airport and when boarding and disembarking.
Do I have to register for assistance?
Passengers should take the following steps so that companies can make preparations for assistance:
- register the required assistance at least 48 hours before departure
- arrive at the airport or gate at the specified time.
Even if no registration is made, the companies are obliged to provide the best possible support.
What are those affected entitled to if the mobility aid is damaged or lost?
If wheelchairs or other mobility aids are damaged or lost by airport or airline staff, the respective company is liable for the replacement value or repair costs.
This is subject to fault or neglect on the part of the carrier or the terminal operator. The company must provide a temporary replacement as soon as possible, if this is possible.
Where can those affected turn when it comes to discrimination?
The apf recommends contacting the Ministry of Social Affairs Service(www.sozialministeriumservice.at) in cases involving possible discrimination within the meaning of the Federal Disability Equality Act.
An arbitration board has been set up there, which must be called upon as a preliminary stage to any court proceedings.
