PRM in air travel: Rights of persons with disabilities and those in need of assistance in aviation

For people with disabilities or reduced mobility (PRM), the journey from booking to arrival at their destination often involves considerable hurdles when traveling by air.

Although the European Union, with Regulation (EC) 1107/2006 in 2006, the current EDF Human Rights Report 2025shows that accessibility and equal treatment when flying are still not a matter of course.

Airlines must transport PRMs – exceptions are rare

People with disabilities or reduced mobility may not be denied boarding on the basis of their disability. Refusal of carriage is only permissible if:

• Safety regulations prevent this, or
• transportation is impossible for technical reasons (e.g., due to the design of the aircraft).

In order for assistance to be organized, affected travelers should register their care needs at least 48 hours before departure. However, even if this is not done, airports are still obliged to provide the best possible assistance. Airlines usually offer the option of registering such care needs when booking a flight.

Which assistance services are free of charge?

At the airport, PRMs are entitled to free assistance, including:

• on the way to the gate
• during the security and customs process
• when boarding
• when getting out
• when transporting luggage

Medical devices and mobility aids —including electric wheelchairs—must also be transported free of charge, provided they have been registered in advance and can be transported safely. The assessment of an electric wheelchair's transportability often depends on its wattage. It is always advisable to clarify this before starting your journey.

accompanying persons

If an accompanying person is necessary, the airline must ensure, as far as possible, that they are seated directly next to the PRM. The accompanying person may also assist at the airport and during boarding.

assistance dogs

Airlines must transport recognized assistance dogs in the cabin free of charge. Unfortunately, this poses major problems in practice:

The apf proceedings and the EDF report document that some airlines require additional medical documents, do not accept dogs on certain routes, and sometimes make contradictory or arbitrary decisions.

In the EDF report, those affected report, among other things, that traveling with an assistance dog is like a "bureaucratic marathon."

Mobility aids: high compensation claims – but major risks

Wheelchairs are often individually customized, expensive aids—some costing over €10,000. If they are damaged or lost, airlines or airports are liable for repair or replacement.

However, according to the EDF report, damage to wheelchairs is not the exception, but rather the rule. Those affected report damage, difficult communication processes, and lengthy repair times. While more than 10,000 damaged wheelchairs were officially documented in the US in 2019, there is a lack of comparable EU data, according to the EDF report.

Barriers along the entire journey

The EDF Human Rights Report shows that 67% of respondents with PRM do not feel that their air travel is equal .

According to the survey, the most common obstacles are:

1. Booking & administrative processes
   – complicated online forms
   – lack of website accessibility
   – lack of transparency regarding mobility assistance conditions
   – additional documents required
   
   
2. Assistance at the airport
   – long waiting times
   – unreliable pick-up
   – risk of missing your flight
   
   
3. Access to aircraft cabins
   – lack of onboard wheelchairs
   – non-accessible toilets
   – painful and undignified transfers to aircraft seats
   
   
4. Security and border controls
   – lack of staff training
   – invasive searches
   – difficulties for people with invisible disabilities
   
   
5. Information & Communication
   – lack of visual information for deaf passengers
   – lack of audio announcements for blind passengers
   – unclear gate changes

According to the EDF report, aviation is structurally inaccessible, which leads to stress, uncertainty, and often massive financial burdens.

Inconsistent implementation of EU rules

Although the EU has uniform rules, the EDF report shows major differences between member states:

• Some airlines charge unreasonable fees, require medical certificates, or refuse to allow assistance dogs.
• The maximum number of PRMs per flight varies greatly—and is often unjustified.
• Some airports do not publish quality standards or cooperate with disability organizations.

The apf recommends

1. Register your childcare needs as early as possible—ideally when you make your booking.
2. Obtain information about PRM rights and the requirements of airports and airlines.
3. Have assistance services confirmed in writing.
4. Clarify transportation conditions for wheelchairs or service dogs in advance.
5. Arrive at the airport earlier than regular passengers.
6. If you suspect discrimination:
   ➜ Contact the Ministry of Social Affairs Service – Conciliation Board.
7. In the event of violations of Regulation (EC) 1107/2006, contact the apf and conduct free arbitration.

Arbitration form:
Flight
tel: +43 1 5050 707 740