Amman, Sept. 7 (Petra) -- The Civil Aviation Regulatory Commission (CARC) has announced the publication of new instructions governing the protection of and assistance to persons with disabilities and persons with reduced mobility during air travel. The instructions, issued under Jordan Civil Aviation Regulation Part 211 (JCAR-PART 211), have been published on the Commission’s official website ahead of their mandatory implementation on December 1, 2026.

The instructions were developed through cooperation with the Higher Council for the Rights of Persons with Disabilities and in partnership with the European Union. They are intended to align with international standards and practices in civil aviation and support accessibility, equal opportunity, and the protection of passengers’ dignity and independence.

According to a Commission statement issued Monday, assistance services and facilities for passengers with disabilities must be provided free of charge, with no additional fees or financial burdens. The instructions also prohibit charges for medical devices and assistive equipment and exempt passengers with disabilities and their companions from advance seat reservation and seat-selection fees to ensure their needs are accommodated.

The instructions set out rights and responsibilities for the various parties involved in air transport. Passenger rights include a prohibition on refusing a reservation or boarding on the basis of disability. Airlines will also be required to transport up to two pieces of assistive equipment or wheelchairs free of charge for each passenger, in addition to medical equipment.

Certified service dogs may be carried free of charge in the aircraft cabin, subject to the applicable requirements.

Airlines will be required to provide assistance and care to passengers without charge and to communicate assistance requests and related notifications to airport operators within the specified timeframes. Passengers with disabilities will receive priority in completing check-in procedures through designated and clearly marked counters. Assistive equipment must be handled, loaded, and unloaded with the highest level of care and priority.

If a passenger’s wheelchair is delayed or damaged, the airline must provide an immediate temporary replacement wheelchair and compensate the passenger for the damaged wheelchair, in accordance with the instructions.

Airport operators will be required to provide clearly identified assistance points equipped with communication and accessibility facilities inside and outside airport buildings, including at entrances, parking areas, and check-in counters. They must also facilitate passengers’ movement through the different stages of travel, including security procedures, passport control, boarding, baggage collection, and access to services.

The instructions further require airport operators to establish approved quality standards and maintain separate financial accounts for these services.

Regarding complaints, passengers will be able to submit complaints through accessible and clear channels within up to six months from the date of the flight. Complaints may initially be submitted directly to the airline or the relevant airport administration. If the matter is not resolved satisfactorily, passengers may refer the complaint to the Civil Aviation Regulatory Commission, which is responsible for regulatory enforcement, following up on complaints electronically, and ensuring passengers’ rights are restored.

Passengers may also authorize another person to pursue their claims on their behalf under an official power of attorney.

The Commission called on stakeholders and partners in the aviation sector to review the details of JCAR-PART 211 through its official website and begin making the necessary technical and organizational arrangements and training staff ahead of its mandatory implementation on December 1, 2026.

//Petra//WH