The legal definition is in Regulation (EC) No 1107/2006 as it applies in UK law. It covers physical disabilities (sensory or locomotor, permanent or temporary), intellectual disabilities or impairments, other causes of disability and age. The CAA says help is also available for hidden disabilities such as autism or dementia.

What the rules give PRMs

• At UK airports, the airport helps from arrival through check-in, security and boarding. On landing it helps from the aircraft to the exit or a connecting flight. The airline helps on board and carries up to two pieces of mobility equipment; electric wheelchairs need 48 hours’ warning, space permitting.

• An airline, its agent or a tour operator cannot refuse a booking or boarding because of disability or reduced mobility, except to meet safety requirements or where the aircraft or its doors make carriage physically impossible. If it refuses a booking, it must try to propose an acceptable alternative. It must explain any refusal straight away and, if asked, in writing within five working days.

Why it matters for travel businesses

• Here, a tour operator means a package organiser or retailer, so travel agents selling packages are covered.

• Airlines, their agents and tour operators must accept assistance requests at all their UK points of sale, including by phone and online. The CAA says there must be a free way to ask.

• Whoever takes a request at least 48 hours before departure must pass it to the airports and, if different, the operating airline at least 36 hours before departure. Later requests must be passed on as soon as possible.

• With 48 hours’ notice the airport must provide the help needed to catch the flight. Otherwise it must make all reasonable efforts.

• Tour operators must make the airline’s safety rules and carriage restrictions available for flights in their packages.

Our guide to selling accessible travel has more.