Israel Enhances Passenger Rights for People with Disabilities

Israel is set to significantly upgrade the rights of passengers with disabilities through new Ministry of Transportation regulations. These draft rules, open for public comment, aim to provide comprehensive protections from booking a ticket to exiting the destination airport. A key provision mandates that airlines must provide equivalent replacement equipment if a passenger's wheelchair is lost or damaged during a flight, with the airline bearing the cost. This marks a substantial shift from the current regulations, established in 2003, which primarily focused on aircraft interiors and left ground and in-flight procedures largely unaddressed.

The new regulations draw heavily from European and American frameworks, particularly concerning in-flight services and mobility equipment. Airlines, their agents, or travel agents will be prohibited from refusing to sell tickets to individuals based on their disability for flights to or from Israel. Furthermore, there will be no limit on the number of passengers with disabilities on a single flight; in cases of overbooking, these passengers, along with their companions or service animals, will receive priority for rebooking.

Airport operators will be responsible for providing free assistance at airports, including escorting passengers from designated drop-off points through check-in, security, and to the gate, as well as assistance upon arrival. While this service is free to the passenger, operators can recoup costs from airlines. The regulations also stipulate that passengers requiring assistance must request it at least 48 hours in advance, with airlines relaying this information to relevant airports 36 hours before departure. Airlines must also provide advance notice and allow free flight changes if accessibility features change due to aircraft substitution.

Two mobility aids or communication devices will be transported free of charge beyond standard baggage allowances. Damaged equipment will be repaired, with a replacement provided in the interim. If equipment is not located within 96 hours, it will be replaced with equivalent items until compensation is determined. The regulations also mandate changes to aircraft interiors, requiring certain aisle armrests to be liftable or removable on planes with 30 or more seats, and including a narrow wheelchair for use within the cabin on larger aircraft. Accessible lavatories with grab bars and call buttons will be required on specific new aircraft models starting October 2026.

Service animals will fly for free, with refreshment stations for them at each terminal. Complaints must be addressed by the airline or airport operator within 30 days, after which passengers can escalate to the Commission for Equal Rights of Persons with Disabilities. Staff interacting with passengers will receive annual accessibility training. The Civil Aviation Authority acknowledges that adopting these combined European and American rules is the most expensive option in the short term, with costs potentially passed on to all passengers.