Flying with a wheelchair this Christmas: your right to free help, and what to do if it's damaged

What's happened

The government has promised better protection for disabled people who fly, after figures showing that more than 1,000 wheelchairs were damaged in transit in 2023. That's more than 80 a month, or 0.43% of the wheelchairs airlines carried that year.

In an announcement on 19 October 2026, the Department for Transport (DfT) said airline and airport staff will get training designed with disabled passengers, so people don't have to keep explaining their needs. A standard form for sharing wheelchair battery and handling details was introduced in March, and a platform for declaring support needs in advance will be trialled. Airlines, airports and mobility aid makers have also set up a partnership to make sure wheelchairs, especially those with lithium batteries, can be carried safely.

The Civil Aviation Bill, now going through Parliament, would let the regulator act faster against airlines and airports that let disabled passengers down, including with fines. It would also remove the compensation cap for lost or damaged wheelchairs and mobility aids on domestic UK flights. Until it becomes law, the current rules apply.

Who's affected

The Civil Aviation Authority (CAA) says anyone with a disability or reduced mobility has the right to help. That includes wheelchair users and people with hidden disabilities such as autism or dementia. You're covered when you fly from a UK airport on any airline, or to a UK airport on a UK or EU airline.

What the rules say

• Help is free. You're legally entitled to assistance free of charge, from getting through the departure airport to boarding, during the flight, changing planes and getting round the airport when you land.
• Ask in advance. The CAA says to ask when you book, or at least 48 hours before you fly. Without notice, you may face delays or not get the support you need.
• Who does what. The airport is responsible from the moment you arrive at a designated point until you board. The airline is responsible on the plane.
• Mobility equipment. You can take up to two mobility items free of charge.
• If it's damaged. Airlines are liable for damage to mobility equipment, but the CAA says compensation is often limited to around £1,300. The airport must arrange a temporary replacement, which may not be the same as your own chair.

What it means in pounds: a worked example

This is an illustration, not a real case.

Daniel flies home from a Christmas trip and his £3,000 powered wheelchair comes off the plane with a bent frame and a broken control unit. The repair quote is £1,900. If the airline's payout is limited to around £1,300, he's left about £600 short.

A travel or specialist insurance policy covering the chair's full value could pay the £600 gap. If the bill becomes law, a chair damaged on a domestic UK flight would no longer be subject to the cap.

What to do now

1. Book assistance when you book your flight, or at least 48 hours before, through the airline, travel agent or tour operator. Ask for written confirmation and keep it.
2. Give full details of your chair, including make, model, weight, size and battery. The CAA suggests bringing the operating manual and explaining how it folds or comes apart.
3. Take photos of your chair just before you hand it over, so you can show its condition if it comes back damaged.
4. Report damage before you leave the airport. Ask for a Property Irregularity Report and a temporary replacement. The CAA says claims for damaged baggage must be made within seven days.
5. Complain to the airline or airport, and if you're not happy with the answer, or haven't had one within eight weeks, take it to its dispute resolution scheme. The two approved schemes are AviationADR and CEDR. They're free, and you have 12 months from the final response.
6. If the airline isn't in a scheme, contact the CAA's Passenger Advice and Complaints Team, which can take up your complaint but can't make a binding decision.

Your questions answered

Do I have to pay for help at the airport?

No, not on flights covered by UK rules. The CAA warns that some other countries charge or don't offer it.

Has the compensation cap gone?

Not yet. The Civil Aviation Bill would remove it for domestic UK flights, but it's still going through Parliament. For now, the CAA says compensation is often limited to around £1,300.

Ways to save

If you need extra time at the airport, staying nearby the night before can take the pressure off an early flight. Holiday Extras lists airport hotels from £28, and Lounge Pass has lounge access from £11 per person, with free cancellation up to 24 hours before. Check our pages for the latest offers before you book.

Sources: DfT: stronger safeguards for wheelchair users, CAA: your accessibility rights, CAA: how to access help and support, CAA: travelling with mobility equipment, CAA: lost, delayed or damaged baggage, CAA: alternative dispute resolution