Passenger rights – what you should know
People with disabilities or reduced mobility
People with disabilities or reduced mobility are protected against discrimination when booking and travelling at any airport within the European Union (EU). You also have the right to assistance at airports (for departures, arrivals and transits) and on board aircraft. Before you travel, you must tell the company you booked with (travel agent or airline) what assistance you require.
Depending on the route and the length of time you have to wait before continuing your journey, you are entitled to compensation of between €125 and €600. If you choose to continue your journey, you are also entitled to certain services from your airline. These include food, use of a telephone, hotel accommodation and transport between the airport and your accommodation.
Has your flight been cancelled? If so, you are entitled to compensation provided that you were not informed of the cancellation at least 14 days before your planned flight, the replacement flight is at a very different time to the original one, and the airline cannot prove that the cancellation was caused by unusual circumstances. If you qualify for compensation, you should be given the choice between a refund of the ticket price and alternative transportation under similar conditions. You are also entitled to claim any associated expenses (use of a telephone, refreshments, food, accommodation, transport to your accommodation).
In the case of major flight delays, you are entitled to certain services from your airline (use of a telephone, refreshments, food, accommodation, transport to your accommodation).
This applies to delays of
- two hours or more for flights up to 1,500 km;
- three hours or more for longer flights within the EU or for other flights between 1,500 and 3,500 km;
- four hours or more for flights exceeding 3,500 km to destinations outside the EU.
If you decide to discontinue your journey after a delay of five hours or more, you are entitled to a refund of your ticket price and a flight back to the starting point of your journey.
If you are delayed for three hours or more on arrival at your destination, you are entitled to the same compensation as for cancelled flights, provided that the airline cannot prove that the delay is caused by unusual circumstances. Airlines can also be held liable for damages resulting from delays.
You must be informed which airline will operate your flight in advance. Airlines which are deemed unsafe are prohibited from operating in the EU or subject to restrictions. A list of these airlines can be found at
Operators of package holidays must provide exact details of the booked holiday, fulfil their contractual obligations and safeguard passengers should the company become insolvent.
When you buy flights which start at EU airports, you must be informed of the applicable conditions and the final price beforehand (flight costs plus taxes, charges, surcharges and fees). Additional options which cost extra must be communicated clearly and transparently in advance.
Have your rights as a passenger been infringed?
Please contact the airline in the first instance or – should you encounter problems in connection with people with reduced mobility – the airport. Complaints must always be lodged in the country where the incident occurred.
Once you have done this, you can submit a complaint to the German Federal Aviation Office (Luftfahrt-Bundesamt).
Your passenger rights at hand
With the European Commission’s mobile app you always have your rights at hand, everywhere.