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What assistance is available?

Crew member with a man and a woman wearing disability lanyards.

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.

What we can do to help you

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:

Assistance or an escort to and from the aircraft
Help with stairs where necessary
Transport for wheelchairs and mobility aids

When you reach the aircraft, our cabin crew can help you:

Find your seat and familiarise you with your seat and the surrounding area
Store and retrieve your hand baggage
Move between your seat and the toilets
Open any packaging of your on-board meal, identify your food and the layout of the meal tray

Our team will also be able to provide you with essential flight information.

What you’ll need to take care of

During your journey you will need to look after:

Personal care during the flight, such as eating and taking medicine
Personal care in the toilet
The needs of your service dog

You will need to travel with a safety assistant if you need help to do any of the following:

Lift yourself, for example in or out of your seat
Reach an emergency exit unaided
Communicate with the crew on safety matters
Unfasten your seat belt
Retrieve and fit a life jacket
Fit an oxygen mask

How to request assistance

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.

Contact us

If you have any questions or need further help, please contact us.

Our services

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.

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Wheelchair dimensions

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.

Assistance for mobility and wheelchairs

Assistance levels and seating

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	Assistance to and from the aircraft and getting around the airport for all or part of your journey. This will be either by electric buggy or airport wheelchair.
Service 2	Assistance to and from the aircraft and getting around the airport for all or part of your journey. This will be either by electric buggy or airport wheelchair. Assistance to ascend or descend stairs to the aircraft door if parked away from the terminal building. Please note: You may be required to ascend or descend stairs in low level light or inclement weather.
Service 3	Full level service to and from the aircraft. Use of a specialist aisle chair and transfer to your seat during boarding and disembarkation along with the use of an on-board aisle chair during the flight to move around the cabin. 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.

Travelling with your own wheelchair

You can choose whether you'd like to give us your wheelchair when you check in, or use it until you reach the departure gate, depending on the airport you’re flying from.
To give you plenty of time to board the aircraft ahead of other passengers, please arrive at your departure gate early.
We may be able to store one collapsible manual wheelchair in the cabin, depending on available space. This is allocated on a 'first come, first served' basis. Please contact staff at the boarding gate for more information.
We have wheelchairs on our aircraft to assist you on board. You'll need to be able to lift yourself from your seat onto the wheelchair, or travel with a safety assistant who can help you do that.
If you're checking in your wheelchair, make sure to attach a tag with your contact details to it.

Battery-operated wheelchairs, scooters and mobility aids

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:

Wheelchair/mobility aid type
Dimensions (see table below)
Tare (un-laden) weight
Number of batteries installed
Type of battery (see notes for Spillable, Non-Spillable Wet Cell, Dry Cell or Lithium batteries below)
Instructions for preventing inadvertent operation (see below)

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:

If we're unable to prevent unintended operation of the electric mobility aid.
If the weight exceeds the loading capacity on our smaller aircraft that are operated by our subsidiary BA CityFlyer to and from London City.

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. There is no maximum Watt-hour limit if the lithium battery(ies) remains in the device. 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: The battery must be removed following the instructions of the manufacturer or device owner. The removed batteries must be protected from short circuit (e.g. by covering or taping over exposed terminals). In order to protect them from damage, place batteries individually in a protective pouch and take them with you into the cabin. The maximum battery size is 300Wh, or for devices fitted with two batteries, 160Wh each. 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: The battery must be removed following the instructions of the manufacturer or device owner. The removed battery must be protected from short circuit (e.g. by covering or taping over exposed terminals). The removed battery must be placed in strong, rigid packaging which must be secured in the cargo hold. 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: The battery must be removed following the instructions of the manufacturer or device owner. The removed battery must be protected from short circuit (e.g. by covering or taping over exposed terminals). The removed battery must be placed in strong, rigid packaging which must be secured in the cargo hold. 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: The battery must be removed following the instructions of the manufacturer or device owner. The removed battery must be protected from short circuit (e.g. by covering or taping over exposed terminals). The battery must be packed in strong, rigid, leak-proof packaging which is impervious to battery fluid and surrounded by compatible absorbent material sufficient to absorb the total liquid contents. The packaging must be marked ‘BATTERY WET WITH WHEELCHAIR’ and marked with ‘Corrosive’ (Class 8) and orientation (this way up) labels. Spare spillable batteries are not permitted.

Flight connections

If you'd like to use your wheelchair at the airport you're connecting at, we can arrange to have it delivered from the baggage hold to the aircraft door. Let us know at least 48 hours before your flight departs.
Please allow extra time for it to be unloaded and reloaded onto your onward aircraft. If you're using an electric wheelchair, this process will take longer because the battery needs to be reactivated on arrival and then deactivated before loading onto the next aircraft.

At your destination

If your wheelchair has been stowed in the hold, we'll make every effort to return it to you as close to the aircraft door as possible.
If this is not possible, we will make sure there is a wheelchair available to assist you to the baggage reclaim area.

Visual impairments

Seating

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.

Airport escort

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.

Aira

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.

Download the app

On board

If you prefer, cabin crew can provide individual safety briefings before the flight departs.

Travelling with a service dog

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.

More about travelling with a service dog

Hearing impairments

Seating

At the departure airport

If you're travelling on your own, let us know if you want us to arrange an escort to guide you through the terminal from checking in to the aircraft door.
You're welcome to board the aircraft ahead of other passengers if you prefer. Please contact the staff at the departure gate to find out more.

On board

The safety information on our on-board screens is displayed with subtitles. If you prefer, we can provide individual safety briefings before the flight departs.
We provide headphones that are compatible with hearing aids switched to the 'T' position. This will increase the volume and improve sound clarity.
More about our in-flight entertainment.

At your destination

Let us know if you want us to arrange an escort on your arrival at your destination to guide you through the airport.

Travelling with a service dog

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.

More about travelling with a service dog

Non-visible disability

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.

Airports

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.

Seating

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.

On-board

If you prefer, cabin crew can provide individual safety briefings to you before the flight departs.

Sunflower lanyard

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.

Service dogs

Seat supports

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.

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Burnett Full Body Support

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.

Burnett Back Head and Side Support

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.