Know Your Rights
As a disabled or neurodivergent passenger, you have legal rights when travelling through UK airports. Here's what you need to know.
Your right to assistance
Under UK law (retained EU Regulation EC 1107/2006), airports and airlines must provide assistance to disabled passengers and passengers with reduced mobility — free of charge.
This applies to all disabilities, whether visible or non-visible, including physical, sensory, cognitive, and mental health conditions.
What you're entitled to
Assistance getting from the car park, drop-off point, or public transport to the check-in desk
Help with check-in and baggage drop
Assistance moving through security, immigration, and to the departure gate
Help boarding and disembarking the aircraft
Assistance with connecting flights
Help collecting baggage and getting to the arrivals area
Wheelchair or mobility equipment provision within the airport
Carriage of up to two pieces of mobility equipment at no extra cost
How to request assistance
Contact your airline at least 48 hours before travel. This is the recommended timeframe to ensure all support is arranged. You can also notify them when booking.
Describe the assistance you need. Be specific about what would help you — this ensures the right support is ready when you arrive.
Arrive at the airport and check in at the assistance point. Most airports have dedicated help points in car parks and at terminal entrances.
Even if you haven't pre-booked, airports must still provide assistance — though pre-booking ensures a smoother experience.
You cannot be refused boarding
Airlines cannot refuse to carry you because of your disability, except on clearly justified safety grounds. If boarding is refused, the airline must offer you an alternative flight or a full refund.
If your mobility equipment is damaged or lost during a flight, the airline is liable and must arrange a temporary replacement as quickly as possible.
The Hidden Disabilities Sunflower
The Sunflower lanyard is a voluntary scheme that lets airport staff know you may need additional support, patience, or understanding. It's widely recognised across all major UK airports.
You don't need a diagnosis or proof of disability to wear one. Sunflower lanyards are available free of charge at most airport information desks.
If things go wrong
If you don't receive the assistance you're entitled to, you can:
- •Complain directly to the airport or airline
- •Contact the Civil Aviation Authority (CAA) if unresolved
- •Seek advice from the Equality Advisory Support Service (EASS)
The CAA monitors airport assistance performance and publishes annual reports on service quality.
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