Concerns and claims for passengers with special needs

We're always keen to hear your thoughts or help if things haven't gone to plan.

Share your concerns

We recommend that you contact us through our online contact forms. This will help us direct you to the right department.

If you experience difficulties using this form, you can also contact us by email Please make sure your email has the following subject field: Customer feedback – passengers with special needs.

Claims for assistive devices

Please inform our airport representatives immediately if your mobility aid or any equipment relating to your disability is damaged on your flight. They'll create a report, which you'll need if you make a claim.

We comply with the Montreal Convention limits for any damaged or missing equipment, but it's always a good idea to make sure your equipment is also covered by travel insurance.

Passengers travelling to/from U.S

The United States Department of Transportation's (US DOT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel applies to all our flights to and from the US. We comply with all regulations contained in US DOT 14 CFR Part 382.

The following information may help if you have a complaint or concern regarding discrimination, accommodations or services in relation to your rights as a passenger with a disability.

Ask for a Complaint Resolution Official (CRO)

If you have any problems while travelling with us, please feel free to ask any crew member or ground staff for a Complaint Resolution Official (CRO).

Our CROs are specially trained in awareness and sensitivity, as well as in all the applicable regulations and legislation, and will be happy to answer your questions and assist you in solving your disability related concerns.

Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel

Recent amendments to 14 CFR Part 382 introduced by the U.S DOT's Final Ruling on Non Discrimination on the Basis of Disability in Air Travel are applicable to foreign carriers operating flights to and from the U.S.

Copies of U.S DOT 14 CFR Part 382 can be obtained in the following ways:

Ask at the Airport

A full copy of this ruling is available on request at our airports servicing the US.

By telephone

For calls made from within the United States by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at:

  • (+1) 1-800-778-4838 (voice)
  • (+1) 1-800-455-9880 (TTY)


By telephone to the Aviation Consumer Protection Division at (+1) 202-366-2220 (voice) or (+1) 202-366-0511 (TTY).


You can access the full text of the U.S DOT regulation 14 CFR 382 online.

By post

Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.