Passenger rights
Facilitation of Air Transport (FAL)
A set of measures and procedures coordinated between the competent authorities and the operators involved in air transport, intended to ensure the efficient, safe and non-discriminatory handling of passenger, cargo and mail flows at the airports of the Republic of Moldova.
Legal basis
This area is regulated by the National Air Transport Facilitation Programme, approved by Government Decision No. 147 of 09.03.2022, which sets out the responsibilities of the institutions involved, the cooperation mechanisms and the main measures to ensure compliance with international standards.
1. Persons with disabilities and persons with reduced mobility (PRM)
In accordance with Government Decision No. 147/2022, Chapter IX, Section 7.
The information below applies to persons with physical (sensory or locomotor, permanent or temporary), mental, intellectual or any other impairments and/or persons whose mobility when using air transport is reduced as a result of impairment, any other incapacity or age, and whose situation requires appropriate attention and the adaptation of services available to all passengers to their particular needs.
2. Fundamental rights
Persons with disabilities and PRM have the right to:
| ✓ | Non-discrimination Equal access to air transport services, without discrimination on the grounds of disability. |
| ✓ | Free assistance Assistance services at no additional cost at all stages of the journey. |
| ✓ | Accessible information Information provided in an accessible format, adapted to individual needs. |
3. Airport assistance services
Airports in the Republic of Moldova must provide:
| 1 | Arrival and departure assistance Support on arrival at and departure from the airport, including check-in and baggage registration, immigration, customs and security procedures. |
| 2 | Mobility equipment Availability of wheelchairs and other necessary equipment. |
| 3 | Assisted boarding and disembarkation Help with boarding and leaving the aircraft; movement from the aircraft door to the assigned seat and back, including immigration and customs procedures where applicable; stowage and retrieval of baggage on board; boarding and disembarkation using lifts, aisle chairs or other necessary assistance, as applicable. |
| 4 | Transit assistance Support for connecting flights or transfers between terminals. |
| 5 | Specially arranged seating Availability of specially arranged seating and communication of information in accessible formats. |
| 6 | Minimum access standards Publication of uniform minimum standards of access to air transport services for persons with disabilities, from arrival at the departure airport until leaving the destination airport. |
Note
To benefit from these services, inform the airline or travel agency at least 48 hours before the flight.
4. Assistance during the flight
Airlines are required to provide:
| 1 | Free carriage of mobility equipment Two items of assistive equipment per person with disabilities, including electric wheelchairs, subject to 48 hours' advance notice, possible limitations of space, weight and safety requirements on board, or recognition of such equipment as priority baggage, and subject to the applicable rules on dangerous goods. |
| 2 | Assistance animals Carriage of recognised assistance dogs in the cabin, next to the seat of the person with disabilities, subject to national regulations or the air carrier's rules. |
| 3 | Accessible information Communication of essential flight information in accessible formats. |
| 4 | On-board assistance Every reasonable effort to adapt the assigned seat to the needs of the person with disabilities, on request and subject to safety requirements and availability; assistance in moving to the lavatories. |
CAA recommendation
To ensure appropriate assistance, the Civil Aviation Authority recommends that persons with disabilities and PRM notify the airline, travel agency and/or airport of their specific needs at least 48 hours before the flight.
5. Useful contacts
For information and assistance requests, visit the official websites of the operators:
6. FAL inspection plan
FAL inspection plan for 2025 (PDF)
7. File a complaint
A person with disabilities/PRM who believes that their rights under this section have been infringed:
| 1 | Contacts the airport operator or air carrier The matter is brought to the attention of the airport operator or air carrier concerned, as applicable. |
| 2 | If no satisfactory resolution is obtained The complaint may be addressed to the Civil Aviation Authority or to the Equality Council, as applicable. |