Special assistance

RIGHTS OF PERSONS WITH DISABILITIES AND PERSONS WITH REDUCED MOBILITY - AIRPORT LIABILITY

According to EC regulation 1107/06, within the EU, airport operators are responsible for assisting anyone with a disability throughout their stay at the airport. This includes persons whose mobility is impaired due to any physical disability (musculoskeletal or sensory, permanent or temporary), mental disability or handicap or for any cause of disability or for reasons of age, and whose condition requires adequate care and an adaptation of the service offered. Airlines should provide the airport operator with all relevant information to enable the operator to offer the appropriate service.

Assistance under the responsibility of the managing bodies of airports (Annex 1 EC reg. 1107/06):

Assistance and arrangements necessary to enable disabled persons and persons with reduced mobility to:

  • communicate their arrival at an airport and their request for assistance at the designated points inside and outside terminal buildings mentioned in Article 5,
  • move from a designated point to the check-in counter,
  • check-in and register baggage,
  • proceed from the check-in counter to the aircraft, with completion of emigration, customs and security procedures,
  • board the aircraft, with the provision of lifts, wheelchairs or other assistance needed, as appropriate,
  • proceed from the aircraft door to their seats,
  • store and retrieve baggage on the aircraft,
  • proceed from their seats to the aircraft door,
  • disembark from the aircraft, with the provision of lifts, wheelchairs or other assistance needed, as appropriate,
  • proceed from the aircraft to the baggage hall and retrieve baggage, with completion of immigration and customs procedures,
  • proceed from the baggage hall to a designated point,
  • reach connecting flights when in transit, with assistance on the air and land sides and within and between terminals as needed,
  • move to the toilet facilities if required.

Where a disabled person or person with reduced mobility is assisted by an accompanying person, this person must, if requested, be allowed to provide the necessary assistance in the airport and with embarking and disembarking.

Ground handling of all necessary mobility equipment, including equipment such as electric wheelchairs subject to advance warning of 48 hours and to possible limitations of space on board the aircraft, and subject to the application of relevant legislation concerning dangerous goods.

Temporary replacement of damaged or lost mobility equipment, albeit not necessarily on a like‐for‐like basis.

Ground handling of recognised assistance dogs, when relevant.

Communication of information needed to take flights in accessible formats.

Assistance by air carriers (Annex 2 EC reg. 1107/06):

Carriage of recognised assistance dogs in the cabin, subject to national regulations.

In addition to medical equipment, transport of up to two pieces of mobility equipment per disabled person or person with reduced mobility, including electric wheelchairs (subject to advance warning of 48 hours and to possible limitations of space on board the aircraft, and subject to the application of relevant legislation concerning dangerous goods).

Communication of essential information concerning a flight in accessible formats.

The making of all reasonable efforts to arrange seating to meet the needs of individuals with disability or reduced mobility on request and subject to safety requirements and availability.

Assistance in moving to toilet facilities if required.

Where a disabled person or person with reduced mobility is assisted by an accompanying person, the air carrier will make all reasonable efforts to give such person a seat next to the disabled person or person with reduced mobility.

Medical Clearance of Fitness to Fly

Under certain conditions, you may need to produce a medical certificate issued by a doctor (MEDIF).

Person must present clearance for air travel if they:

  • Need medical oxygen
  • Have a communicable disease or infection
  • Need medical care during the flight
  • Have recently undergone a surgery
  • Require medical equipment inflight
  • Are travelling for medical reasons or treatment

If you are requested to submit a MEDIF forms, please ensure that Part 1 and Part 2 are completed in full.

Part 1 is to be completed by the passenger and Part 2 by the treating doctor. The completed forms should be submitted to the reservation office as early as possible, but no less than 48 hours prior to your scheduled flight departure time and prior 72 hours if you need medical oxygen.

Passengers suffering from contagious or infectious diseases are not allowed on board.

Passengers holding a FREMEC ( Frequent Travel Medical Cart) are no longer encouraged to submit a MEDIF form, within the limits of the stable conditions indicated and within the validity period of the card.

Disability or reduced mobility

WHEELCHAIRS

If  you are travelling with a wheelchair, have difficulty with walking long distances or going up and down the steps to the aircraft, or need assistance into the aircraft seat, we can provide assistance with getting to the gate, boarding and disembarking the aircraft or getting to your seat; including wheelchair assistance.

You can carry up two mobility aids for free.

As a general rule we recommend that you arrive at the airport two hours before the flight’s scheduled departure. You will have a priority boarding.

Wheelchair assistance should be requested for the needs of each passenger before flying, at least 48 hours before flight departure through our Call Center or your travel agency.

Please let us know what level of assistance you need:

Wheelchair airport IATA code Type of assistance
WCHR - wheelchair ramp
  • you need assistance due to the distance to/from the aircraft eg between check-in and boarding
  • you can make your own way within the aircraft cabin to/from your seat.
WCHS - wheelchair step
  • you need assistance due to the distance to/from the aircraft, e.g. between check-in and boarding
  • you can't ascend/descend steps unassisted
  • can make your own way within the aircraft cabin to/from your seat.
WCHC - wheelchair cabin
  • you are immobile within the aircraft cabin and may require assistance with transfer into/out of the aircraft seat
  • you travel with a mobility aid such as a manual or battery powered wheelchair.

Please Request mobility assistance:

  • If you are not travelling with your own mobility aid:

Please request the assistance at least 48 hours before departure through our Call Center or your travel agency confirming the type of assistance you require.

  • If you are travelling with your own mobility aid - Wheelchairs:

If you are travelling with your wheelchair, please request the wheelchair assistance at least 48 hours before departure through our Call Center or your travel agency.

The dimensions of some aircraft  may not allow the loading of mobility aids/wheelchairs due to size or weight.

If you are travelling with an electric wheelchair you’ll need to call our Call Center to make your booking.

We will require the following information:

  • Wheelchair type (manual or battery power)
  • Wheelchair brand and model
  • If motorised, the battery type (from the battery label is possible to verify the type of battery of your mobility aid)
  • Dimensions in the most compact state and weight, height, length

As the battery-powered mobility aid must be loaded and stowed in upright position in order to reduce any risk or damage and in accordance with manufacturer’s recommendations, you are advised to inform us in advance about the dimensions of your wheelchair.

Battery Power Mobility Aid

If you travel with a battery-powered wheelchair or other mobility aid, please inform us at least 48 hours before your flight departure about the dimensions and weight and type of battery used for your equipment.

Battery Types Conditions
Splillabel/wet cell battery

If the spillable battery(ies) is securely attached to the wheelchair, scooter or mobility aid and the device can be stowed in the aircraft in an upright position, it must remain in the device. The power must be disconnected/isolated so that it cannot be inadvertently activated. 

If the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded always in an upright position then the battery must be removed; the removed battery must be carried in strong and rigid packaging and the battery must be protected against short circuit

Non-spillable battery /dry cell

If your wheelchair or mobility aid is powered by a non spillable battery and it can be stowed in the cargo hold in an upright position the battery can remain attached to the wheelchair/scooter providing the following:

  • The battery must be securely attached to the wheelchair/or mobility aid
  • The battery terminals are protected from short circuits
  • Electric circuits have been inhibited
Lithium Ion Batteries

If the lithium battery(ies) is securely attached to the wheelchair, scooter or mobility aid, it must remain in the device. The power must be disconnected/isolated so that it cannot be inadvertently activated.

Where a lithium ion battery operated wheelchair, scooter or mobility aid contains a battery that is not securely attached to the device, the batteries must be removed and protected from short circuit.

Only a lithium ion battery of 300 Wh installed in the device and a maximum of one spare battery not exceeding 300 Wh is allowed.

PASSENGERS WITH REDUCE MOBILITY

If you would like assistance during your travel, let us know the level of assistance you require at the time of booking.

Wheelchair airport IATA code Type of assistance
WCHR - wheelchair ramp
  • you need assistance due to the distance to/from the aircraft eg between check-in and boarding
  • you can make your own way within the aircraft cabin to/from your seat.
WCHS - wheelchair step
  • you need assistance due to the distance to/from the aircraft, e.g. between check-in and boarding
  • you can't ascend/descend steps unassisted
  • can make your own way within the aircraft cabin to/from your seat.
WCHC - wheelchair cabin
  • you are immobile within the aircraft cabin and may require assistance with transfer into/out of the aircraft seat
  • you travel with a mobility aid such as a manual or battery powered wheelchair.

People with a disability will not be allocated an exit row.

Generally, you will be boarded first and provided with an individual safety briefing

On arrival, at your request, we can assist you with flight connections and baggage transfer.

Walking Canes and Crutches

Walking canes and crutches must be stowed in the overhead lockers, for take off and landing.

 

BLIND AND VISUAL IMPAIRAID PASSENGERS

If you are blind or visually impaired and require assistance or directions upon arrival at the airport, please let us know at the time of booking.

Services:

  • Assistance to and from the aircraft
  • Help with stairs
  • Find your seat on board and familiarize with the seat surrounding area
  • Store your luggage
  • Individual safety briefing on board
  • On arrival, we help you from the plane to baggage claim to the point where you will leave the airport.

If you travel with your assistance dog, please find out more information

 

DEAF AND HEARING IMPAIRED PASSENGERS

If you are deaf or hearing impaired and require assistance or directions upon arrival at the airport, please let us know at the time of booking.

At the airport there are monitors that display flight information and gates have electronic displays that indicate specific flight information.

Please inform our check-in and gate agent if you are deaf or hearing impaired so that we can provide special assistance to you in the event that your flight is delayed, or your gate is changed after check in.

On board we provide individual safety briefings before the flight departs.

Advise us whether you lip read or would you like staff to use a pen and paper, we would like to offer you the best service possible

Special Needs

ARM OR LEG IN A CAST

No medical certificate is required to travel with a cast on either arms or legs.

We inform you that air travel is not recommended before 48 hours after the cast has been applied.

 

OVERWEIGHT PASSENGERS

For the safety and comfort of all on board, if you are a passenger who falls into this category and a seat belt extension is needed, you may also require another seat for your comfort. We encourage customers to address all seating needs when booking.

When you book make sure you get 2 adjacent seats at the same rate.

If you didn’t book an extra seat in advance, ask an airport agent to find out if 2 adjacent seats are available.

 

DIABETICS

If you are diabetic, you are allowed to carry sufficient insulin, syringes and hypodermic needles onboard as part of your hand carry. However, the items must be accompanied with a doctor’s letter confirming the requirement to carry the items

 

TRANSPORT OF MEDICINE

Essential medical equipment that you may need to use during your journey, including hypodermic syringes and needles, can be carried in your hand baggage. These items may need to be checked separately at the airport security.

You should only carry the equipment you will need during the journey in your hand baggage. The extra supplies that you will need during your time away from home should normally be carried in your hold baggage

To pass the security checks at the airport it is necessary to have a medical certificate, dated no earlier than 30 days, which certifies the need, quantity and method of taking and administering the drug.

Please notify the cabin crew if you have used needles during the flight

 

ALLERGIES

If you have a food intolerance or allergies, we suggest you carry your emergency medicines with you.

When boarding the aircraft, we kindly ask you to make our Cabin crew aware of your allergy.

Nut Allergies

Please be aware that we cannot guarantee that traces of nuts will not be found in our meals, snacks or anywhere else on the aircraft.

 

SPECIAL SEATING

We’ll do our best to secure the most comfortable and usable seats based on your needs. Please choose seats when you book or call our Call Center for help booking the best seat to suit your needs, especially if you:

  • Plan to travel with a safety assistant or someone to assist you during the flight
  • Can’t move over a fixed armrest
  • Are traveling with a service animal
  • Have a fixed or immobilized leg
  • Need extra space

Customers who need special assistance can ask to board early at the gate.

 

TRAVELLING ASSISTANT

A safety assistant (companion) may be required if the passenger is unable to:

  • Comprehend or respond properly to safety instructions due to mental disability
  • Fasten and unfasten a seat belt
  • Leave the seat and reach the emergency exit unaided
  • Fit an oxygen mask
  • Understand safety instruction in an emergency
  • Remove and put on life jacket

Cabin Crew are not permitted to provide feeding assistance, assistance within the lavatory or any other personal hygiene assistance and medical services.

Should an assistant be required, this person must be at least 16 years old and be able to understand the safety instructions and to physically assist the person with disability.