Access to air travel: guidance for disabled and less mobile passengers

Section 10: If things go wrong

The airport operator or airline should provide all the services and facilities as described in your booking, so that your journey is as easy, comfortable and stress free as possible.

By being well prepared and booking assistance in advance, you will help avoid many problems. However, things do not always go as planned.

If you do have a problem, you should notify the travel agent, tour operator, airline or airport immediately. It may be possible to solve the problem straight away and this will ensure that those responsible know when things do not work so that they can get it right next time.

If the problem is not resolved contact the organisation afterwards and ask for an explanation. If you are still not satisfied with their response, you may wish to contact the Air Transport Users Council.

Most travel agents or tour operators are members of the Association of British Travel Agents (ABTA) who will be able to deal with complaints against one of their members. However, ABTA would probably not be able to help you if the company is not an ABTA member.

Published: 1 April 2003

• Air travel

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