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Persons with Reduced Mobility

The Irish Aviation Authority is the National Enforcement Body for Regulation EC 1107/2006 which concerns the rights of disabled persons and persons with reduced mobility when travelling by air. 

The Regulation ensures that persons with reduced mobility and/or disabilities receive high-quality and practical assistance so that they have comparable travel opportunities to other citizens. 

The Regulation applies to:

  1. Airlines
  2. Airport management bodies
  3. Tour operators

The Regulation states that any person who has a disability or reduced mobility who needs assistance– whether temporary or permanent and regardless of the reason – is entitled to certain types of assistance when taking a flight.  

This assistance is provided free of charge to passengers. 

The law applies in all of the EU Member States (and Norway) so you can request assistance when travelling through airports in any of these countries and on-board all flights departing from these countries.

Making a complaint to the IAA

Note: Passengers must first submit their complaint to the airport or airline before escalating the complaint to the IAA. 

The IAA can investigate your complaint if it relates to assistance provided by an Irish licensed air carrier (Emerald, Ryanair and Aer Lingus) provided the flight was departing an Irish airport or on arrival into an Irish airport. The IAA can also investigate complaints relating to the assistance provided by an Irish airport.

Example: If your complaint relates to the assistance received in an airport in Paris, the appropriate enforcement body is the one located in France. If your complaint relates to the assistance provided by Emerald, Ryanair, or Aer Lingus departing from Cork, the appropriate enforcement body is the Irish Aviation Authority. 

If you require help with submitting a complaint or would like more information, please read our FAQs or contact us at +353 1 6031100. 

How to make a complaint 

To make a complaint, register with the IAA’s online customer platform (MySRS). Once registered, complete the online complaint form. The following video will help you understand the registration process.

Video explainer


Make a complaint

Register and make a complaint on our customer portal


EU/EEA Enforcement Bodies

To see the full list of enforcement bodies for complaints relating to the assistance given to disabled persons/ persons with reduced mobility click here.