I was refused flight booking or boarding due to disability or reduced mobility; is this lawful?

The air carrier, travel agency, or tour operator is prohibited from refusing reservation or boarding due to disability or reduced mobility.
In such instances Passengers and accompanying individuals are entitled to either a ticket refund or rebooking under Regulation (EC) 261/2004.

The only cases in which air carrier, travel agency, or tour operator can refuse reservation or deny boarding are those related to:
- Security concerns;
- Inability to embark, disembark, or transport the individual due to limitations in the passenger cabin size or hatches.

In such instances, the air carrier (travel agency or tour operator) must promptly communicate the reasons for refusal to the passenger and, upon request, provide written formalization within 5 working days.

For safety reasons, the air carrier may require PRM to be accompanied by someone capable of providing necessary assistance.

Regulation 1107/06 permits passengers with disabilities or reduced mobility to be accompanied by a legally recognized service dog throughout their flight, in accordance with national legislation. However, the maximum number of service dogs permitted on domestic flights is determined by the aircraft's size and internal layout. These dogs must be situated in designated areas to minimize disruption to normal and emergency operations. On certain aircraft, transportation may be restricted if suitable accommodations cannot be found.

To prevent potential inconvenience close to departure, passengers are advised to inform the air carrier promptly of their need to travel with a service dog. This allows the air carrier to verify the feasibility of providing the service on board, considering factors such as the number of service dogs already booked on the same flight and available space.

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