Reporting violations of the rights of disabled persons and persons with reduced mobility when traveling by air

If you wish to report a violation of the rights of people with disabilities and people with reduced mobility when traveling by air, proceed as follows:

• You first submit the complaint to the company concerned.
• If you do not receive a response from them within a reasonable period of time or if you are not satisfied with the response, you can submit your complaint to the Luftfahrt-Bundesamt (LBA).
• Complete the online form via the federal portal verwaltung.bund.de.
• You can upload your documents directly. Alternatively, you can send your notification and documents to the LBA by e-mail, fax or post.
• Once the notification has been received, the LBA will send you a confirmation of receipt with a reference number.
• The LBA will check the facts of the case and contact you if anything is unclear or information is missing.
• If another national complaints and enforcement body is responsible for your case, the LBA will forward your complaint and inform you accordingly.
• If the LBA is responsible and finds a violation of the regulation, it can conduct administrative offense proceedings against the company concerned.
• A fine may be imposed for proven violations.
• The LBA will inform you when the proceedings have been completed.

You can file a complaint if one of these cases has occurred due to a disability or reduced mobility:

• Your flight booking was not accepted with reference to your disability or reduced mobility.
• You were denied boarding on the flight you booked, despite having a valid ticket and a valid booking, with reference to your disability or reduced mobility.
• You did not receive any or insufficient assistance from the air carrier or at an airport.

In addition, the following conditions must be met:

• You have already unsuccessfully submitted your complaint to the company concerned.
• You agree that your complaint may be used as a witness statement against the airport, travel or air carrier in question in the context of administrative offense proceedings.
• The flight or attempted flight booking did not take place more than 2 years ago.

The complaint can be made by any natural or legal person.

You can also authorize another person to file a complaint by means of a power of attorney.

• Notification form
• Supplementary documents to the advertisement form:
  • Booking or travel documents
  • Correspondence with the airline, airport or travel company
• Power of representation in the case of authorization

Please refer to the notification form to find out which documents are also required in your case. The Luftfahrt-Bundesamt (LBA) can only process your notification if all documents relevant to the decision have been submitted. By submitting complete supporting documents, you will avoid additional inquiries during processing.

There are no costs.

More than 6 months for cases involving legal proceedings.

• Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air
• § Section 58(1)(13) of the German Air Traffic Act (LuftVG)
• § Section 46a of the German Air Traffic Licensing Regulations (LuftVZO)
• § Section 108 (4) of the German Air Traffic Licensing Regulations (LuftVZO)

There is no legal remedy.

To enforce possible civil law claims, you can contact an air traffic arbitration board (Schlichtungsstelle Reise & Verkehr e.V. or the Federal Office of Justice).

• Information on passenger rights on the website of the Federal Aviation Office
• Information on the rights of passengers with reduced mobility on the website of the Luftfahrt-Bundesamt (LBA)
• Flying for people with disabilities (plain language)
• Frequently asked questions "Restricted mobility" on the website of the Federal Office of Civil Aviation
• Information on barrier-free air travel on the website of the Federal Association of the German Air Transport Industry (BDL)

18.08.2025