We provide assistance to passengers with reduced mobility or special needs
We publish information on the services we offer in order to provide assistance to passengers with reduced mobility or special needs in a manner compatible with applicable safety regulations and EC regulation, 1107/2006. In order to give our passengers the best possible help and in accordance with EC regulation 1107/2006 we need information regarding your need for assistance at the latest 48 hours before departure. If your booking is made later, we will make all reasonable efforts to provide the service required. In this case we cannot guarantee that this can be done successfully.
Watch this video from EC about the new regulations.
Passengers with reduced mobility need to present themselves at the check in counter in good time before departure. If no other time is stipulated in writing the passenger need to present him- or herself at the check in counter no later than one hour prior to departure time. If the passenger chooses a meeting point the stipulated time is two hours prior to departure time.
You are allowed to bring both a collapsible and a power driven wheelchair as baggage free of charge. If you have difficulty getting to or from the aircraft and need our help we are happy to provide you with a wheelchair and assistance from check-in to arrival. Below are some guidelines as to what you can expect from us.
Please note that a wheelchair powered by a spillable battery has to be sent as cargo.
A special in-flight wheelchair is available onboard A330 / A340 aircraft for passengers with reduced mobility traveling with an escort. In the interests of safety, crew members are not authorized to lift passengers between cabin seat and wheelchair or be of assistance during a visit to the lavatory.
For your information
Please note that staff requesting assistance for a passenger who needs a wheelchair will use one of the following codes:
The passenger is completely immobile; requires wheelchair to/from aircraft or mobile lounge and must be carried up/down steps and to/from cabin seat.
The passenger cannot ascend/descend steps, but is able to make own way to/from cabin seat; requires wheelchair for distance to/from aircraft or mobile lounge, and must be carried up/down steps.
The passenger can ascend/descend steps and make own way, for example to/from cabin seat, across ramp, finger dock or to/from mobile lounge; requires wheelchair for distance to/from aircraft.