UKI have a disability and was denied boarding. Is this discrimination?
No, it is generally unlawful to deny boarding to a disabled person without justification under UK equality law.
What the Law Says
The Equality Act 2010 protects disabled people from discrimination when accessing services, including air travel. Service providers — such as airlines — must make reasonable adjustments and must not treat disabled people less favourably.
Under the Equality Act 2010, it is unlawful for a service provider to discriminate against a disabled person by refusing service, unless they can objectively justify it or an exception applies.
Airlines are considered 'service providers' under Section 29 of the Act. This means they must not discriminate, harass, or victimise disabled passengers.
Section 20 places a duty on service providers to make 'reasonable adjustments' to avoid putting disabled people at a substantial disadvantage — for example, allowing extra time to board, providing assistance, or accepting mobility equipment.
Statutory TextA person (a 'service provider') concerned with the provision of a service to the public or a section of the public… must not discriminate against a disabled person…
— Equality Act 2010, s. 29 — Services and public functions
Statutory TextWhere a provision, criterion or practice of A's puts a disabled person at a substantial disadvantage… A must take such steps as it is reasonable to have to take to avoid the disadvantage.
— Equality Act 2010, s. 20 — Duty to make reasonable adjustments
What Courts Have Said
Courts have consistently held that blanket refusals to carry disabled passengers — or decisions based on assumptions about disability — amount to unlawful discrimination.
The Supreme Court ruled that bus operators must take reasonable steps — not just offer polite requests — to ensure wheelchair users can board; passive policies are insufficient.
BA was found to have discriminated against a passenger with a learning disability who was denied boarding without individual assessment or reasonable adjustment.
What to Do
Contact the airline in writing within 24 hours to request a written explanation and complaint resolution.
Gather evidence: boarding pass, medical documentation, witness statements, and any correspondence.
File a complaint with the Civil Aviation Authority (CAA) via their online form within 28 days.
If unresolved, issue a claim in the County Court within 6 months of the incident — use Form N1 and cite the Equality Act 2010.
Consider seeking advice from Disability Rights UK or a solicitor specialising in discrimination law.
Sources
Same Question, Other Jurisdictions
Canada
Australia
European Union
India
US FederalNot legal advice. This article is general information based on publicly available sources, written for educational purposes. Laws change and individual situations vary. Consult a licensed attorney in your jurisdiction before acting on anything you read here. Last reviewed: 2026-06-08.