Guides › Flights › Help at the Airport for Disabled Passengers
Help at the Airport for Disabled Passengers
If you are disabled or have reduced mobility, you are legally entitled to free assistance when flying from a UK airport on any airline, or to a UK airport on a UK or EU airline. Book it when you book your flight. If the help is poor or missing, complain to the airline or airport first.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Rights
Free Assistance
Disabled passengers and those with reduced mobility are legally entitled to assistance, free of charge, when flying from a UK airport on any airline, or to a UK airport on a UK or EU airline. To complain, first contact the airline or airport. source
Complaints
Which Flights Are Covered
UK flight rules (UK261) cover flights leaving a UK airport on any airline, flights arriving in the UK on an EU or UK airline, and flights arriving in the EU on a UK airline. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksAirline should reply to your complaintWithin 8 weeks, then you can escalate to ADR or the CAA
Steps to Take
Step 1 of 5
Request assistance when you book, and confirm it before you travel.
Step 2 of 5
Arrive in good time and go to the assistance point.
Step 3 of 5
If help is missing or poor, note times and names.
Step 4 of 5
Complain in writing to the airline or airport. Our free letter templates can write it for you.
Step 5 of 5
If the airline does not sort it, use its ADR scheme or the CAA.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Airline's Alternative Dispute Resolution (ADR) Provider
You are unhappy with the airline's final response, or it has taken more than 8 weeks to reply, and the airline belongs to an ADR scheme.
Civil Aviation Authority: Passenger Advice and Complaints Team
The airline is not in an ADR scheme, after you have complained to the airline first.
Good to Know
Small things that make your complaint stronger.
Tell the airline about any mobility equipment you are bringing when you book.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- caa.co.uk/passengers/prm/passengers-with-disabilities-and-reduced-mobility Checked 13 October 2026
- caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/cancellations Checked 12 October 2026
- caa.co.uk/passengers/resolving-travel-problems/how-to-claim-compensation Checked 12 October 2026