Is airport assistance free and what if it does not turn up?
The short answer
Yes. The UK Civil Aviation Authority says airlines, travel agents and tour operators must offer a free way to request assistance. If help does not turn up, raise it with airline or airport staff straight away, then use their complaints process.
Is assistance free?
The CAA's page on arranging special assistance says airlines, travel agents and tour operators must offer a free way to request assistance when you book or later. You can request through your airline, travel agent or tour operator, look for an assistance link when booking online, or call or use a form. Many airlines provide freephone or local rate numbers, and some offer a free call-back service.
How much notice to give
The CAA recommends requesting assistance when you book, or at least 48 hours before departure. It warns that without advance notice you may face delays or not receive the support you need. It also advises requesting and keeping written confirmation of your request.
- Ask when you book, or at least 48 hours before departure
- Use the free route offered by your airline or travel agent
- Keep written confirmation
Who is responsible for what
The CAA says the airport provides assistance from the designated arrival point to boarding, and again from disembarkation to the designated exit at your destination. The airline provides assistance during the flight.
If assistance does not turn up
The CAA's page on reporting a problem with assisted travel sets out three steps. First, tell airline or airport staff straight away so they can try to fix it. Second, if it is not resolved to your satisfaction, make a complaint through the airline's or airport's own complaints procedure. Third, if it is still unresolved, you can escalate, and the CAA points to its How to make a complaint page for how.
The pages read do not state compensation amounts or deadlines, so check the CAA complaints page and the airline or airport complaints policy for time limits.
UK, EU and US differences
These pages describe the UK CAA's guidance. Rules in the EU and US are set by different bodies and are not covered by the pages read for this answer. Rules change, so check the official CAA pages before you travel.
Sources: UK CAA: Arranging special assistance, UK CAA: Report a problem with assisted travel. Read 5 November 2026. Rules and fees change, so check the official page before you travel.
Frequently asked questions
Do I have to pay for special assistance?
No. The CAA says airlines, travel agents and tour operators must offer a free way to request assistance.
How soon should I book assistance?
The CAA recommends when you book, or at least 48 hours before departure.
What if we did not book in advance?
The CAA warns you may face delays or not get the support you need. Assistance points at airports usually have a buzzer or telephone you can use if they are not staffed.
Who provides help during the flight?
The airline provides assistance during the flight. The airport covers help on the ground.
Where do I complain if help never arrived?
Start with airline or airport staff, then their formal complaints procedure, then the CAA's How to make a complaint guidance.
Do I get compensation if assistance fails?
The CAA pages read do not state a compensation amount. Ask the airline or airport and check the CAA complaints page.