Archive Website of the UK government

Communicating your needs

It's important to remember that countries differ and not all services and facilities will be available or accessible to you. If you need a particular service or facility, check that it's available before booking your trip.

Often an impairment is not obvious to other people, so make sure you explain your particular requirements clearly. Don't assume that staff at travel agents, travel offices or airports will automatically know or understand your needs.

This is particularly important when booking by phone, post or over the internet.

Finding out information

In the UK, information produced by travel agents, tour operators, airports and airlines should be clear and simple to use.

They should also take reasonable steps to make sure that their information services are accessible to disabled people. For instance, information should be available in accessible formats, such as Braille, large print or on audiotape.

The Disability Discrimination Act (DDA)

The Disability Discrimination Act (DDA) 1995 aims to end the discrimination that many disabled people face. Part three of the DDA relates to service providers', which include travel agencies, tour operators and businesses that provide accommodation and other leisure services.

Service providers have a duty to make sure that you're not unjustifiably treated less favourably than other customers for a reason related to your disability.

More detailed information about access rights, including 'reasonable adjustments', can be found in 'Access to everyday services'.

• Access to everyday services

• Tourism and the Equality Act 2010

The Disability Discrimination Act (DDA) and accessible air travel

Travelling by air is not covered by the DDA. However, the Act does apply to the use of services in the UK, like booking systems and airport facilities and services. For example, shops and check-in facilities in the airport are covered but in-flight services and entertainment on the plane are not.

Since July 2007, it has been illegal for an airline, travel agent or tour operator to refuse a booking on the grounds of disability. It is also illegal for them to refuse to allow a disabled person to board an aircraft when they have a valid ticket and reservation. This applies to any flight leaving an airport in the European Union, and also to flights on European airlines arriving in the EU.

The law also covers people with reduced mobility, including those with a temporary mobility problem.

In very occasional circumstances these rights may not apply. For example, where there are legitimate safety or technical reasons why a disabled person cannot board an aircraft. In such cases, you must be told the reasons and offered a reasonable alternative.

If you need assistance at the airport or on board the aircraft, it's important you make this clear at the time of booking. Or no later than 48 hours before departure.

• Airport and airline services for disabled travellers

Travelling in Europe

The 'Your Europe' portal gives individuals practical information about their rights in the EU. It focuses on real-life, cross-border situations, such as British citizens wishing to travel in another country in the EU.

• Your Europe - advice on life, work and travel in EU Opens new window

Overseas travel advice

The travel section of the Foreign and Commonwealth Office website contains country-specific travel advice for anyone planning a trip overseas.

• Foreign & Commonwealth Office - disabled travellers Opens new window

Useful contacts

• Travel and holiday contacts for disabled people