Disabled air travellers still facing unfair refusals

As thousands of disabled Paralympians and spectators prepare to travel to London for the 2012 Olympic Games, the European Commission has published new travel guidelines in order to clarify rights of individuals with disability when travelling by air.

To date, many disabled and reduced mobility air travellers still face problems of unjustified refusals, and other unfair demands when attempting to travel. 

"Dealing with disability in life is a tough enough challenge: things shouldn't get even tougher when you arrive at the airport," EU Transport Commissioner Siim Kallas said.

"My message to disabled passengers is: if you want an easier journey, tell them in advance that you are coming."

In a message addressed to the airlines and airport operators. Kallas said: "Disabled and reduced mobility passengers will usually need your assistance.  These guidelines are there to help you, in helping them." 

The guidelines cover travellers at all EU airports and the operations of EU carriers anywhere in the world.

They also cover non-EU carriers within or leaving Europe.

The aim is to clarify existing EU rules on passenger rights for disabled people and people with reduced mobility travelling by air (EC Regulation 1107/2006). 

Of main concern to the European Commission were pre-notification, by which travellers would inform the airline and airports at least 48 hours before the flight if they require any assistance, and unjustified refusals.

Passengers report recurring problems with refusals and inconsistent requirements for medical certificates and for passengers to be accompanied. They also report problems with medical and mobility equipment and oxygen onboard.

Despite EU legislation on passengers rights, disabled persons and persons with reduced mobility continue to come across problems when travelling by air: a lack or unequal level of quality of service in Europe; too often unjustified refusals or restrictions of reservations or boarding based on unclear safety reasons; inconsistencies in the treatment of passengers who need medical oxygen on-board; limited level of awareness of passengers regarding their rights; limited percentage (around 40%) of pre-notification of assistance needs before travelling, which is of crucial importance to allow service providers to prepare the required assistance; lack of harmonised application of the Regulation by national enforcement bodies (NEBs); and lack of effectiveness in the treatment of complaints.

The guidelines are based on a detailed assessment of the existing Regulation concerning the rights of disabled persons and persons with reduced mobility when travelling by air.