If the railway company loses or destroys an assistance tool for persons with reduced mobility, it must pay for it in full.
Asking for help must always be free of charge (e.g. with a free phone number).
Before boarding and alighting, they must help you if you:
- request so at least 48 hours in advance;
- are waiting in the agreed place. They cannot ask you to be there more than an hour in advance. Was no time communicated to you? Then you are expected to be there at least half an hour before departure.
If you want to leave without having asked for help in advance, the railway company must make every effort to ensure that you can still travel.
Stations, platforms, trains, etc. must be accessible to persons with reduced mobility.
If there are no staff in the vicinity, the railway company must ensure that passengers with reduced mobility can go anywhere, as far as is feasible.
When you request it, the railway company must provide you with information regarding accessibility.
If you are not allowed on the train or if they require that you are accompanied, you can oblige the railway company to give a written reason within five working days.
The term 'reduced mobility' does not only apply to persons in wheelchairs. It refers to anyone who has temporary or permanent difficulties moving around. This may be due to reduced physical, sensory or mental capabilities, or the result of a given situation.
For example, the following persons fall under the term 'passengers with reduced mobility': a person moving with crutches or in a wheelchair, a blind or partially sighted person, a deaf person, a mute person, an elderly person, a person carrying luggage, a person with a pushchair, etc.
The railway company cannot refuse to sell a ticket to a person with reduced mobility. It cannot charge any additional costs either in this respect.
Furthermore, railway companies cannot require that passengers with reduced mobility be accompanied, unless this is really necessary.