Special Assistance: Legal guidelines

Disabled passengers and persons with reduced mobility are carried in agreement with the EU Regulation No. 1107/2006 of 5 July 2006 on the rights of disabled passengers and passengers with reduced mobility. The Airport Authorities are responsible for the handling. Any passengers travelling to/from the USA are carried in agreement with the U.S. DOT-provisions, Title 14, Code of Federal Regulations, Part 382 effective as of 13 May 2009.


Legal guidelines for all flights (non U.S.)

What is a 'disabled person' or 'person with reduced mobility'?
(EC no1107/2006 art 2):

Any person whose mobility when using transport is reduced due to any physical disability (sensory or loco motor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the service made available to all passengers.


Legal guidelines for flights to and from the U.S.

Who is an 'individual with a disability'?

An individual with a disability is any individual who has a physical or mental impairment that, on a permanent or temporary basis, substantively limits one or more major life activities, has a record of such an impairment, or is regarded as having such an impairment. 14 C.F.R. § 382.3. 


Additional information for US citizens and travellers to and from the USA

If you would like to have access to a copy of the applicable U.S. Regulation, 14 CFR Part 382, you can obtain it by any of the following methods:

  • Available for review upon request at any U.S. airport and at Brussels Airport.
  • Through calls made from/within the United States, by telephone via the Toll-Free Hotline for Air Travellers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY), the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY),
  • By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave. SE, West Building, Room W96-432, Washington, DC 20590, and
  • On the Aviation Consumer Protection Division's website : http://www.dot.gov/airconsumer

Do not hesitate to contact us in case of any questions.

Reporting Disability related problems via U.S. DOT Complaint Resolution Official (CRO)

If you encounter problems while travelling on Brussels Airlines, please feel free to ask for a Complaint Resolution Offical (CRO). Our CRO’s have been trained in FAA, DOT regulations and legislation. They will be glad to respond to your concerns. Our CRO’s are available during operations hours at all our U.S. destinations and in Brussels during operating hours.


If you mean that Brussels Airlines has violated any provision of 14CFR Coder of Federal Regulation, Part 382, you may file a formal complaint under the applicable procedures of 14CFR Part 382.65 via the following channels:


Mail: 

U.S. Department of Transportation Aviation
Consumer Protection Division/C-75400
7th Street, SW
Washington, D.C. 20590
1-202-366-2220

Online:

Aviation Consumer Protection Division


U.S. Department of Transportation (DOT) Disability Hotline:
If you have experienced time-sensitive, disability related air travel service problems that require immediate attention, you may call 1-800-778-4838 (voice) or 1-800-455-9880 (TTY) to obtain assistance. This hotline is available from 7:00 a.m. until 5:00 p.m. EST, Monday through Friday.


Get more information on the U.S. Department of Transportation website under www.dot.gov.