Travel agents must notify airlines of reduced mobility passengers

A new EU law that protects mobility-reduced passengers could result in some travel agents facing steep fines.

Beginning 26 July, agents are required to notify airlines of any client who has reduced mobility, at least 48 hours prior to a flight’s departure – and this includes people with broken limbs, pregnant women and elderly travellers having difficulty walking. Agents can inform the airlines by email, telephone or by completing a form on the airline’s website.

If a passenger with reduced mobility feels that the agent hasn’t complied with the regulations, a complaint can be filed with the Disability Rights Commission, and it can then be referred to the Civil Aviation Authority.

Repeated failure on the part of an agent to satisfy these legal requirements could result in a fine of as much as £5,000.

Keith Richards, head of consumer affairs for ABTA, said: “Some agents will struggle to get used to these new regulations. It is important agents realise the definition of - reduced mobility is very wide - it includes people with - temporary disabilities.

“Asking customers what mobility needs they have should become part of the ¬everyday booking process. This is also about providing good customer service.”

The new law also requires airports to provide assistance for all disabled passengers, free of charge. Costs for this support are to be shared by all passengers.

Thank you to www.travelweekly.co.uk for the quotes above, for more information on this story please visit their website.

www.abta.com