Claim of Disabled Persons and Persons with Reduced Mobility to Access Services at no Extra Charge
Carriers, travel agents or tour operators may not charge extra for bookings and tickets for persons with disabilities and persons with reduced mobility.
They also are not allowed to refuse making bookings or issue tickets or remove the person from board of a vehicle due to a passenger's disability or due to his reduced mobility. According to the applicable passenger safety regulations or the health and safety requirements of the competent authorities, exceptions are allowed only if the transport of a disabled person or a person with reduced mobility would not be possible or if it is not possible because of the design of the vehicle or the infrastructure to transport the disabled person or person with reduced mobility in a safe and operationally feasible manner.
Should a carrier, travel agent or tour operator in the long-haul traffic refuse to make a reservation, issue a ticket or take a passenger on board the vehicle, due to the above reasons, then he shall notify the passenger immediately - and in writing at its request - about the reasons why. In addition, he shall notify the person concerned in the case of refusal to accept a reservation or to issue a ticket, via any acceptable alternative service operated by the carrier. Should it be possible to remedy the reasons why the passenger was declined booking or accessing the bus, for example by having a person present that can provide the required help, then the passenger has the right to demand that the accompanying person can travel free of charge.
If a disabled person or a person with reduced mobility who has a ticket or a reservation and has the carrier duly informed of his special need for assistance, still is refused the transport on long distance lines, then the person may either select a refund of fare and - provided that the appropriate services are available - the onward journey.
The carriers and terminal operators provide non-discriminatory access conditions for the transport of disabled persons and persons with reduced mobility. They must provide theses conditions to the public and upon request be physically available for the passenger.
Entitlement to Special Assistance
In long-haul transports, carriers and terminal operators within their respective areas of competence must assist disabled persons and persons with limited mobility.
Disabled persons and persons with reduced mobility shall notify the carrier at least 36 hours in advance of their special need for assistance and arrive at the agreed time prior to departure (maximum 60 minutes prior) at the designated location of the bus station.
Entitlement for Compensation for Lost or Damaged Mobility Equipment
If, through the fault of the carrier or terminal operator, a loss of or damage to mobility equipment (a wheelchair or other assistance device) occurs, a compensation must be provided, which corresponds to the replacement value of the relevant equipment or the repair costs.
Where necessary, every effort is made to procure temporary replacement for lost or damaged mobility equipment.
**The Member States may exempt domestic regular services from the application of the provisions that apply to disabled persons and persons with reduced mobility, provided they ensure that the level of protection for these individuals corresponds to that of the regulation in their national legislation.