Travelling with deafness or hearing loss
Watch our signed video and explore the British Airways journey, from the booking process to the airport experience, onboard services and in-flight entertainment.
Video made in partnership with Signcode UK.
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We believe our unique British Airways’ service should be accessible to everyone, and we’re committed to making flights as easy as possible for customers travelling with disabilities. We’re continually improving our service, and aim to become the airline of choice for customers with visible and non-visible disabilities.
A range of services are available, some of which are the responsibility of the airport operator or other service providers to provide. Once we know your requirements, we'll liaise with them to make arrangements.
Depending on your individual needs and circumstances, we can arrange:
When you reach the aircraft, our cabin crew can help you:
Our team will also be able to provide you with essential flight information.
During your journey you will need to look after:
You will need to travel with a safety assistant if you need help to do any of the following:
You can request assistance in Manage My Booking after you have booked your flights. Please let us know what type of assistance you need at least 48 hours before your flight departs.
Find out more about how to request assistance.
If you have any questions or need further help, please contact us.
We offer assistance in four areas. When you request assistance with us in Manage My Booking, you’ll be asked to choose the ones you need.
If you can’t find the type or level of service you need, please contact us.
Dimensions
We can accommodate the following maximum dimensions for wheelchairs and mobility aids:
Flights to and from |
Length | Width | Height |
UK and Europe (except to and from London City) | 140cm (55.1in) | 85cm (33.5in) | 106cm (41.7in) |
London City (dimensions for upright position) | 74cm (29.6in) | 94cm (37.6in) | 73cm (29.2in) |
Rest of the world | 140cm (55.1in) | 85cm (33.5in) | 152cm (59.8in) |
NOTE:
Your wheelchair or mobility aids must fit within the maximum dimensions for us to be able to accept it for travel.
If your wheelchair exceeds the maximum height due to a headrest, then as long as it can be removed and taken into the aircraft cabin separately, the device can still be accepted.
Once you've booked your flight, please go to Manage My Booking and let us know what level of mobility assistance you need. You can choose from the three levels below. If you're travelling with your own wheelchair, let us know you're bringing it in Manage My Booking.
Whether you are an independent flyer, travelling with your family or a in group, we would still recommend that you book the appropriate level of assistance below in case your flight departs or arrives away from the terminal building.
Service type | Description |
Service 1 |
|
Service 2 |
Please note: You may be required to ascend or descend stairs in low level light or inclement weather. |
Service 3 |
Please note: During the flight our cabin crew are unable to assist you onto the on-board aisle chair. If you do not possess enough upper body strength to move between your seat and the chair, then you will need to travel with a safety assistant. This on-board wheelchair service will not be offered by third party airlines who are operating flights on behalf of British Airways. You can find out which airline is operating your flight via Manage My Booking. If this affects you, you can move your flight free of charge to an alternative British Airways-operated service, subject to availability. |
Once you've completed your request for assistance we will advise on available seating options. If you have any questions, please contact us.
What information we need
For customers who have reduced mobility and want to take their device with them, we need to make sure we store your battery-operated wheelchair, scooter or mobility aid safely in the hold of the aircraft, so we need the following information:
We'll always try and place your wheelchair or mobility aid in containers to keep them safe. There may be some instances where we might not be able to carry your wheelchair or mobility aid, for example:
Batteries (including spare batteries)
There are various battery handling requirements dependent upon what type of battery your wheelchair, scooter or mobility aid has. We have therefore provided some additional guidance on the battery handling requirements.
To prevent inadvertent activation of the device during flight, you will be required to confirm that the power has been disconnected or isolated and the device cannot be inadvertently activated. This can be achieved following the manufacturers instructions.
Please contact us if you require additional information.
Battery Types | Guidance |
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 or isolated so that it cannot be inadvertently activated. This can be achieved following the manufacturers instructions.
Where a lithium ion battery-operated wheelchair, scooter or mobility aid contains a battery that is not securely attached to the device, the following steps must be taken:
You may also take one spare lithium ion battery at a maximum of 300Wh, or two spare batteries at a maximum of 160Wh each carried in accordance with the instructions above. |
Dry Cell Batteries (also known as Nickel Cadmium NiCd or Nickel Metal Hydride NiMh batteries) |
If the dry cell battery(ies) is securely attached to the device, it must remain in the device. The power must be disconnected or isolated so that it cannot be inadvertently activated. This can be achieved following the manufacturers instructions. Where a dry cell battery-operated wheelchair, scooter or mobility aid contains a battery that is not securely attached to the device, the following steps must be taken:
You may also take one spare dry cell battery carried in accordance with the instructions above. |
Non-Spillable Wet Batteries (also known as gel, sealed lead acid or absorbed glass mat AGM batteries)
Please note: These types of batteries must meet the requirement of IATA dangerous goods regulations special provision A67. This information will be available from the battery manufacturer or mobility aid supplier. |
If the non-spillable battery(ies) is securely attached to the device, it must remain in the device. The power must be disconnected or isolated so that it cannot be inadvertently activated. This can be achieved following the manufacturers instructions. Where a non-spillable wet battery-operated wheelchair, scooter or mobility aid contains a battery that is not securely attached to the device, the following steps must be taken:
You may also take one spare non-spillable wet battery carried in accordance with the instructions above. |
Spillable Batteries |
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 or isolated so that it cannot be inadvertently activated. This can be achieved following the manufacturers instructions. Where a spillable battery-operated wheelchair, scooter or mobility aid contains a battery that is not securely attached to the device or it cannot be stowed in the aircraft in an upright position, the following steps must be taken:
Spare spillable batteries are not permitted. |
At your destination
You can reserve your seat for free via Manage My Booking once you have booked your flight and requested the assistance you require. You won’t be able to reserve your seat for free if you have not requested this assistance. If you have any questions, please contact us.
If you're travelling on your own, let us know if you want us to arrange an escort to guide you through your departure or arrival airport.
The Aira app provides visually impaired passengers with access to on-demand, personalised assistance.
The app, which is available free of charge, connects passengers directly to a trained professional agent to provide guided assistance on demand and for advice on navigating through Heathrow and Gatwick and help on finding specific locations – including gates, special assistance facilities, retail outlets and restaurants.
Please note: Aira has been instructed to advise passengers that they will not be able to use their mobile phones as they proceed through security and immigration. The Aira agent will direct the customer to an assistance agent or passenger ambassador to be escorted or directed through the security and immigration process.
If you prefer, cabin crew can provide individual safety briefings before the flight departs.
We're able to carry a certified service dog free of charge in the cabin of all our flights, but might need to limit the number of dogs we can carry in the cabin. This service cannot be booked online.
You can reserve your seat for free via Manage My Booking once you have booked your flight and requested the assistance you require. You won’t be able to reserve your seat for free if you have not requested this assistance. If you have any questions, please contact us.
We're able to carry a certified service dog free of charge in the cabin of all our flights but might need to limit the number of dogs we can carry in the cabin. This service cannot be booked online.
You can reserve your seat for free via Manage My Booking once you have booked your flight and requested the assistance you require. You won’t be able to reserve your seat for free if you have not requested this assistance. If you have any questions, please contact us.
We understand that having a non-visible disability can often make travelling feel daunting. As an airline we are committed to making your journey as accessible and smooth as possible. The assistance provided at many airports for physical disabilities is also available for our customers with non-visible ones too.
Airport assistance can be booked through us and must be done at least 48 hours prior to your departure. To discuss your specific needs and how we can help please contact us.
Airport Assistance are able to help you through the airport, especially for customers travelling alone or who are unfamiliar with the airport environment.
Many airports across our network also offer quiet routes or quiet spaces that provide a stress-free environment to wait in before your flight. This is particularly useful for our customers with autism or for those who suffer from anxiety. To find out more about these physical spaces we recommend you contact your airport directly.
To book airport assistance please contact us at least 48 hours prior to your departure.
We're happy to accommodate specific seat requests to assist with any non-visible disability to make your journey easier and simpler. If you have a specific seating requirement, please contact us at least 24 hours prior to departure.
If you prefer, cabin crew can provide individual safety briefings to you before the flight departs.
The sunflower lanyard is a UK airport authority initiative designed as a subtle way of indicating someone has a non-visible disability and may require some extra assistance. As an airline we have embraced this symbol and are keen to promote the benefits it can bring to our customers.
Lanyards are available at all participating airports and can be collected from Airport Assistance. For our customers travelling from London Heathrow, you can order your lanyard to be sent to you by post before you travel. At the moment the lanyards are a UK initiative, but they are starting to be recognised internationally in some destinations.
We're able to carry a certified service dog free of charge in the cabin of all our flights but might need to limit the number of dogs we can carry in the cabin. This service cannot be booked online.
Our aircraft can accept a range of seat supports to help during your journey. These supports are listed below, with information on the cabins they’re suitable in. Please note that the information below only applies to flights operated by British Airways, not our partners and subsidiaries such as BA Cityflyer or BA Euroflyer.
If you are travelling on one of our flights operated by EuroFlyer, the following seat support devices are permitted, AmSafe (CARES), MERU Travel Chair, Crelling Harness and AbleMove Pro.
If you can't find your support here, then please contact us.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a window seat on the right side of the aircraft if travelling with one companion. Also suitable in any window or middle seat if travelling with two or more companions, with one either side of the passenger using the support. Using this seat support may impact the use of the tray table.
Club World, Business Class: Not suitable, unless customer is able to pump the support device independently.
First Class: Not suitable.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a window seat on the right side of the aircraft if travelling with one companion. Also suitable in any window or middle seat if travelling with two or more companions, with one either side of the passenger using the support. Using the seat support may impact the use of the tray table.
Club World, Business Class: Not suitable unless customer is able to pump the support device independently.
First Class: Not suitable.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a window seat on the right side of the aircraft if travelling with one companion. Also suitable in any window or middle seat if travelling with two or more companions, with one either side of the passenger using the support. Using the seat support may impact the use of the tray table.
Club World, Business Class: Not suitable unless customer is able to pump the support device independently.
First Class: Not suitable.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a window seat on the right side of the aircraft if travelling with one companion. Also suitable in any window or middle seat if travelling with two or more companions, with one either side of the passenger using the support. Using the seat support may impact the use of the tray table.
Club World, Business Class: Not suitable unless customer is able to pump the support device independently.
First Class: Not suitable.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a window seat on the right side of the aircraft if travelling with one companion. Also suitable in any window or middle seat if travelling with two or more companions, with one either side of the passenger using the support. Using the seat support may impact the use of the tray table.
Club World, Business Class: Not suitable unless customer is able to pump the support device independently.
First Class: Not suitable.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a window seat on the right side of the aircraft if travelling with one companion. Also suitable in any window or middle seat if travelling with two or more companions, with one either side of the passenger using the support. Using the seat support may impact the use of the tray table.
Club World, Business Class: Not suitable unless customer is able to pump the support device independently.
First Class: Not suitable.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a window seat on the right side of the aircraft if travelling with one companion. Also suitable in any window or middle seat if travelling with two or more companions, with one either side of the passenger using the support. Using the seat support may impact the use of the tray table.
Club World, Business Class: Not suitable unless customer is able to pump the support device independently.
First Class: Not suitable.
Suitable for all cabins but cannot be used in combination with any other padding.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a back row, or in a seat where no other passenger is directly behind the support, unless travelling in a group with a companion who sits behind the seat and gives permission for the strap to fit around the seatback. Not suitable in, before or after an exit seat. Most suitable in a window seat with adjustable armrests.
Club World, First Class: Not suitable.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a back row, or in a seat where no other passenger is directly behind the support, unless travelling in a group with a companion who sits behind the seat and gives permission for the strap to fit around the seatback. Not suitable in, before or after an exit seat. Most suitable in a window seat with adjustable armrests.
Club World, First Class: Not suitable.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a seat where the device does not obstruct the customer sitting in the seat behind you. The device should not, for example, cover the in-flight entertainment screen, or affect the use of the seat back pocket. Straps may be placed between the seat back and tray table so that the customer behind you can still lower their table. Not suitable in, before or after an exit seat.
Club World, First Class: Not suitable.
Euro Traveller, Club Europe, World Traveller, World Traveller Plus: Suitable in a back row, or in a seat where no other passenger is directly behind the support, unless travelling in a group with a companion who sits behind the seat and gives permission for the strap to fit around the seatback. Not suitable in, before or after an exit seat. Most suitable in a window seat with adjustable armrests.
Club World, First Class: Suitable.
Please note, this device is suitable for children weighing a maximum of 35kg, aged between 3-11 years.
Suitable for all cabins, but not before, on or after emergency exit rows. Must travel with a Safety Assistant if support is required to lift in and out of the seat.
Watch our signed video and explore the British Airways journey, from the booking process to the airport experience, onboard services and in-flight entertainment.
Video made in partnership with Signcode UK.
Within the EU, airport operators are responsible for assisting anyone with a disability during their time at the airport. This includes intellectual disability or impairment, age or any other cause of disability. In order to offer the appropriate service, we need to provide the airport operator with advance information about your travel requirements so please contact us at least 48 hours before your flight departs.
We are governed by the US Rule for Nondiscrimination on the Basis of Disability for any flight to or from a US airport. You can view a full copy of this rule by:
• Asking a member of our staff at any of our airports serving the United States, or
• Contacting the Aviation Consumer Protection Division (US Department of Transportation) using the below details.
Address | Contact details and opening hours | Website |
Aviation Consumer Protection Division |
||
Office of Aviation Enforcement and Proceedings Aviation Consumer Protection Division 1200 New Jersey Ave, SE Washington, DC 20590 United States |
Phone: (202) 366-2220 TTY/Assistive device: (202) 366-0511
Monday to Friday, 08:30-17:00 (EST) |
Visit Aviation Consumer Protection Division website and view PDFs |
Air Travelers with Disabilities hotline | ||
Toll-free hotline (only available within the US) |
Phone: 1-800-778-4838 TTY: 1-800-455-9880
Monday to Friday, 09:00-17:00 (EST) |
More information |
At British Airways we believe our unique service should be accessible to all and commit to making your journey as easy as possible. We are therefore proud to be the first airline to support ‘it’s everyone’s journey’, a new campaign from the Department for Transport to make transport more inclusive and help disabled people travel with confidence.
The campaign aims to show how collectively we can make a difference and create a more supportive travel environment.
Please visit campaign page.