Planning a trip if you are disabled
Information if you are disabled or less mobile to help plan for travel and holidays, both in the UK and abroad.
Planning to go away
With any trip or holiday, at home or abroad, it's a good idea to do some planning for the travel part of your trip.
If you have a disability, there may be a few extra things to think about before you leave home.
Communicating your needs
It's important to remember that not all services and facilities will be available or accessible to you in different countries.
If you need a particular service or facility, check that it's available before booking your trip.
Make sure you explain your particular needs clearly. Don't assume that staff at travel agents, travel offices or airports will automatically know or understand your needs.
This is particularly important when booking by phone, post or over the internet.
Finding out information
In Northern Ireland, information produced by travel agents, tour operators, airports and airlines should be clear and simple to use.
They should also take reasonable steps to make sure that their information services are accessible to disabled people. For example, that information is available in accessible formats, such as Braille, large print or an audio version.
More detailed information about access rights, including 'reasonable adjustments', can be found in Access to everyday services.
Legal protection
Disability discrimination law includes references to service providers, which include:
- travel agencies
- tour operators
- tourist attractions
- transport providers
and
- businesses that offer accommodation and other leisure services
Service providers in Northern Ireland, such as hotels and bed and breakfast establishments, and bars and restaurants, have a duty to make sure that, as a disabled customer, you are not discriminated against.
They cannot refuse to serve you as a disabled person or give you a lower standard of service because of your disability, unless it can be justified.
Service providers may need to make 'reasonable adjustments' or provide reasonable auxiliary aids or services to help overcome any barriers that may prevent a disabled person using or accessing their service.
However, it is important to note that this is a Northern Ireland law. It does not normally apply to services and facilities provided in other regions or countries.
How much it will apply to any holiday outside Northern Ireland arranged by a local travel agent or tour operator may be limited.
Some aspects of the services and facilities that the local travel agent or tour operator will arrange may be covered, but other aspects may not be.
Travelling by air
If you are disabled or have reduced mobility, it is a legal right to get the help you need when travelling by air.
This should be booked from the airline, travel agent or tour operator you booked your flight with.
You can get more information at this link:
You can also find out more information and advice on the Equality Commission website.
There is also information about your rights and responsibilities when travelling by air, and a dedicated section on accessibility, in the Air passenger travel guide.
Overseas travel advice
The travel section of the GOV.UK website has country-specific travel advice for anyone planning a trip overseas.
Accommodation
There is information about accessible accommodation, booking a suitable place to stay, plus equipment, adaptions and services to help you on your holiday.
Charities
There are also charities set up to arrange holidays for disabled people and provide volunteer companions and helpers.
Taking medication abroad
If you are taking medication with you on a trip or holiday:
- make sure that you have enough for your whole stay - and extra in case of delays or emergencies
- get a letter from your doctor to say that you need the medication and keep a list in case you lose it or need to get more during your stay
- list the proper names of the medication - not just the trade names
- keep it in its original packaging
- keep a written record with you of any medical condition affecting you
- keep your GP's contact details with you
If you are flying
An airline is entitled to require that a passenger travels with a companion if the passenger is not self-sufficient. This includes being able to take your own medicines and do your medical procedures.
Don't claim that you are self-sufficient if you are not. You may cause yourself and the airline serious problems because they will be unable to meet your basic needs.
Always pack your medication in your hand luggage where possible, in case your main luggage goes missing.
Medication and other countries
There may be restrictions on taking medication into the country. You will need to check with the Embassy or High Commission of the country you are visiting.
The Foreign, Commonwealth and Development Office (FCDO) is responsible for foreign affairs. The travel section of their website has information for anyone planning a trip overseas and has information by country.
Your benefits while on holiday
Information on receiving benefits while abroad, either as a disabled person or as a carer, is available on the following page:
Tourism
Anyone who offers a service to the public in Northern Ireland, whether they charge for it or not, has duties under the disability legislation.
Service providers' responsibilities
Service providers only need to make changes or offer auxiliary aids or services that are 'reasonable'.
These might include simple changes to layout, improved signs and information, and staff training which can improve accessibility to disabled customers.
It's about what is practical to the service provider's individual situation and what resources they may have.
They will not have to make changes that are impractical or beyond their means or which would change the essential nature of the service.
Further examples of reasonable changes that can be made include:
- using large print for registration and guest information
- makign sure that at least one copy of the fixed menu is in Braille
- providing phones with large buttons
- offering portable vibrating alarms for guests who will not be able to hear an audible fire alarm
- where a low reception desk is not available, having another low desk for wheelchair users
- sending staff on a disability-awareness training course to increase awareness of common disability-related issues
Transport
Operators of trains, buses, coaches, taxis, rental vehicles and breakdown recovery vehicles also have legal responsibilities to disabled people.
It is unlawful for transport providers to treat disabled people less favourably than those without a disability.
Transport providers must make reasonable adjustments to their policies, procedures and practices to make sure disabled people do not find it impossible or unreasonably difficult to access their services.
The extent to which the duties apply depends on the type of vehicle used.
Travel insurance
There are many different types of travel insurance available. You will need to decide what type of cover you need and check thoroughly that the policy you choose suits your needs.
Choosing a policy
As well as cover for things like flight delays and theft of belongings, there are other things to check when choosing an insurance policy. These include:
- cover for any medical costs that arise from your impairment - as many policies do not cover claims arising from pre-existing medical conditions
- cover if an airline is unable to carry you for any reason, for example, a change of plane type to one that is not accessible
You should take out travel insurance even if you are travelling within the UK. This is especially important if:
- you have a wheelchair
- you're taking special equipment
- you’re likely to need medical attention, which may cut short your holiday
Medical information
It's important to declare your disability or illness when arranging insurance. This is because standard travel insurance doesn't cover any illness or health problem that existed or was diagnosed before your holiday began.
The insurance company may ask for specific details, or your doctor may need to complete a form stating that you are fit to travel. For example, you may be asked to sign a form stating that you are not awaiting treatment.
Equipment
If you need to take expensive disability equipment with you, make sure that it is insured for loss or damage.
Mobility aids - including wheelchairs and scooters - are unlikely to be covered by standard travel insurance policies. You may have to pay an extra premium. Sometimes your household insurance may cover for these items.
Specialist insurance
Most insurance companies offer cover if you are disabled or are less mobile.
However, some insurers do not cover people who have a severe medical condition or a history of mental illness. You may need to arrange cover with a specialist insurer.
A specialist insurer may be right for you if you are travelling outside the UK for a long period of time.
Your rights
Disability discrimination legislation places duties on service providers. This includes insurance and travel companies offering services within the UK.
Companies have a duty to make sure that, as a disabled customer, they do not treat you less favourably than other customers due to your disability, unless they can lawfully justify that treatment.
For example, they must not unjustifiably refuse to offer a service to a disabled person that they are prepared to offer other members of the public.
Also, they must not, without lawful justification, offer the service on worse terms or to a lower standard.
However, the law allows insurers to apply special conditions or premiums to disabled people in a particular set of circumstances.
For example, they can charge a disabled person a higher premium if they can show that there is a greater risk in insuring them than a person without a disability.
The insurance company can only justify this difference of treatment of a disabled person:
- the decision is based on information which is relevant to the assessment of the risk being insured
- the information (such as statistical data, or a medical report) is from a source on which it is reasonable to rely
- the less favourable treatment is reasonable when this information and all other relevant factors are taken into account
If you're not happy with your insurance company
Most complaints are normally handled by the insurance company, who must legally take reasonable steps to make this accessible for disabled people to use.
The Association of British Insurers has consumer information about all types of insurance - including travel and what to do if things go wrong.
If you can't resolve matters with your insurance company, the Financial Ombudsman Service can give you a free, independent service for resolving disputes with financial companies.
They have information in various formats, including Braille and an audio version.