Passenger seeks compensation for denied assistance

A traveler with reduced mobility has asked for compensation after claiming they were not helped during a flight to Morocco. The passenger says an assigned assistant refused to help carry their belongings and left them at the bottom of the aircraft's stairs, forcing them to climb alone.

Assistance level misunderstood

The Mediation for Tourism and Travel (MTV) reviewed the case and noted the passenger chose a service level meant for those who can walk short distances but cannot climb stairs. Carrying belongings and helping to the seat were part of a higher service level the passenger did not select.

Compensation recommended but rejected

The MTV suggested the airline give the passenger a 20 euro credit as compensation for the service breach. However, the airline has refused to agree to this recommendation.

Mediation handles many travel disputes

The MTV reported handling 16,000 cases in 2024, with two-thirds involving air travel. Using a mediator is now required for all companies, with fines of up to 15,000 euros for violations.

MTV covers multiple transport sectors

The MTV's authority includes air, rail (excluding SNCF and RATP), road, travel agencies, hotels, and sports and leisure. The organization has grown its legal team from 9 to 19 members in two years, and 97% of its decisions are accepted by the involved parties.