Before you travel
If you would like assistance please let us know when you make your booking, or at least 48 hours before you travel. This is so we can notify the airport authority or service provider of any assistance you might need, so we can provide you with the best possible service.
If you have any seating requirements due to your disability please contact us as soon as possible after your booking is made.
Travelling with your own wheelchair
- You can bring an unlimited number of wheelchairs or mobility aids in addition to your free baggage allowance.
- At most airports, you’ll be able to stay in your own wheelchair until you reach the departure gate.
- We can store one collapsible manual wheelchair in the cabin, where space is available on-board. If you’d like to do this, just let us know when you arrive at the airport.
- To make sure we are able to take you to your seat safely and securely please arrive at the departure gate in good time.
- It is important that we have as much information as possible about your wheelchair at least 48 hours before you travel, to enable us to safely and securely load your wheelchair onto the aircraft.
Electric wheelchairs & mobility aids
Preparing electric mobility aids for travel
Some wheelchairs and mobility aids contain ‘non-spillable’ (gel electrolyte), ‘spillable’ (wet) or Lithium batteries. Whilst spillable batteries are becoming less common, all types can be transported providing certain conditions are met.
To assist with the safe stowage of your wheelchair, please provide us with sufficient information at least 48 hours before you travel. The type of wheelchair you have will determine how we are able to load your wheelchair on to the aircraft.
Regardless of the type of battery your mobility aid or wheelchair uses, please give us the following information at least 48 hours before you travel:
- Number of batteries installed
- Type of battery
- TARE (un-laden) weight
- Dimensions (i.e. length x width x height)
- Instructions for preventing inadvertent operation (see below)
Mobility aids with dry cell or Lithium batteries
To protect the wheelchair/mobility aid from inadvertent activation, please remove the key, deactivate using the joystick or deactivate using an isolation switch or buttons, or other isolation mechanism (such as Neutrik plug).
Mobility aids with spillable wet cell batteries
To protect the wheelchair/mobility aid from inadvertent operation, please remove the key, deactivate using the joystick or deactivate using an isolation switch or buttons, or other isolation mechanism (such as Neutrik plug).
In the unlikely event that the wheelchair cannot be stowed in the upright position in the hold, special measures will need to be taken to ensure safe carriage – this will include the removal of the battery and the protection of the battery terminals against short circuit.
To ensure safe carriage of your wheelchair/mobility aid it would be very helpful if you brought the manufacturers instructions (re: disconnection of batteries) with you to the airport.
Please note that you cannot travel with wet-cell batteries for any purpose other than for powering wheelchairs.
At the airport
You can choose whether to give us your wheelchair when you check in or use it until you reach the departure gate. If you choose to surrender your wheelchair at check-in, an airport wheelchair can be provided to assist you to the departure gate.
You are welcome to board the aircraft at your leisure; however if you would like to, you will be able to board first. A pre-boarding announcement will be made at the departure gate.
Baggage allowances
In the event of loss or damage, any mobility aids or any equipment relating to your disability that is placed into your luggage and checked in for travel in the hold are not covered for anything more than the maximum liability under the Montreal Convention. Please make sure you have suitable travel insurance for any equipment you are travelling with.
Safety assistants (companions)
If you are unable to do any of the following:
- lift yourself
- reach an emergency exit unaided
- communicate with the crew on safety matters
- unfasten a seat belt
- retrieve and fit a life jacket
- fit an oxygen mask
you will need to travel with a safety assistant to help you do this.
Onboard
All our aircraft have a number of seats with moveable armrests for ease of access. Unfortunately, we will not be able to seat you in emergency exit rows due to safety regulations.
All our aircraft have wheelchairs to assist you on-board. Please ask our cabin crew if you would like any help to stow your hand luggage, to move between your seat and the toilet or if you need help to open any parts of your onboard meal. Our cabin crew are unable to assist you with personal care during your flight.
At your destination
If your wheelchair has been stowed in the hold, we'll make every effort to return your wheelchair to you as close to the aircraft door as possible. If it is not possible to bring your wheelchair to the door for safety reasons, we will make sure there is a wheelchair available to assist you to the baggage reclaim area.
