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