Know your rights before you go to the airport and don't get fobbed off by airline officials if you have mobility issues. Tina Leonard reports.
Under an EU Regulation that came into force in 2008, all airports and airlines have to provide free services to people with disabilities and reduced mobility.
The Regulation allows for the airport management to charge the airline based on true costs and specifies that this is not to be a profit making exercise. You will find that a small charge for this service is usually passed on to all passengers within the ‘taxes and charges’.
Your main entitlements
An air carrier cannot refuse carriage on grounds of disability or reduced mobility.
You have a right to assistance if departing, arriving or transiting through and EU airport on a commercial air service, and if you’re arriving in the EU from an airport outside the EU as long as the airline is an EU licensed carrier.
Assistance should be free of charge
Use of recognised guide dogs accepted, providing at least 48 hours notice is given.
Assistance to be provided includes check-in, transiting through and airport as well as boarding the plane, getting to your seat and disembarking a plane, also proceeding to the baggage hall, baggage retrieval or proceeding to connecting flights.
If either the airport or the airline loses or damages wheelchairs, mobility equipment or assistive devices you are entitled to compensation. The compensation is as per levels set under the Montreal Convention.
What you should do
1. You should advise your airline, travel agent or tour operator at least 48 hours in advance that you require assistance. Better yet, request it at the time of booking. However, if you forget to give notification the airport and airline still have to make all reasonable efforts to provide assistance to allow you to take your flight.
2. You should present yourself at one of the designated points of arrival at the airport, details of which you should find on every airport’s website. Airports are legally required to have these designated points both inside and outside terminal buildings.
3. You must present yourself at the airport on time, according to the advice of your airline, or it no time is stipulated at least two hours before departure.
Where to go to get help
For example at Dublin airport there are Help Point Locations (an intercom) at:
The disabled parking area in the Short Term Car Park, Block B, Level 1.
In the Short Term Car Park Atrium, opposite Greencaps.
At the lobby doors in the Arrivals Hall, on the right hand wall.
Lobby door 1 in the Departures Hall, on the right hand wall.
Long Term Red car park beside bus shelter.
Help Point Locations for Terminal 2 to be introduced shortly
Or go to the One Complete Solution (OCS) reception desk at departures in terminal 1 or in the check-in hall in Terminal 2.
Or you can go directly to your check-in desk and inform airline staff that you have requested assistance, and a representative will then arrive to help.
For example, at Cork Airport help locations can be found at:
Short Term Multi Story Car Park – Level 1 Lift Lobby
Long Term Car Park 2
PRM set down area in front of the Terminal Building
PRM reception desk located in the main hall of the Terminal Building
Airlines’ obligations
They must carry a recognised assistance dog within the cabin, subject to other relevant legislation and/or national rules
Transport up to two pieces of mobility equipment per disabled person or person with reduced mobility, including electric wheelchairs (subject to advance warning of 48 hrs and to possible limitations of space on board the aircraft and subject to the application of relevant legislation on the carriage of dangerous goods) in addition to medical equipment
Communicate necessary information about a flight in accessible formats to all disabled persons and persons of reduced mobility;
Make reasonable efforts to arrange seating on request and subject to safety requirements and availability so as to meet the needs of individuals with disability or reduced mobility;
Assist disabled persons or persons of reduced mobility in moving to the toilet facilities if required.
Make efforts to ensure an accompanying passenger is seated next to the person requiring assistance.
Complaints
If you have a complaint regarding reduced mobility assistance complain to the airline / airport first. If that doesn’t work then you can submit a complaint to the Commission for Aviation Regulation (www.aviationreg.ie), as they both enforce the relevant legislation and handle complaints relating to it.
