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Woman in a wheelchair at the beach.

Get the help you need on your journey, from the moment you arrive at the airport, through check-in, boarding the aircraft, reaching your connecting flight and at your arrival airport.

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 will 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 the seat and surrounding area
  • store and retrieve your hand baggage
  • move between your seat and the washroom
  • open any packaging of your on-board meal, identify your food and layout on the tray

They will also be able to provide you with essential flight information. On flights to/from the US, they will provide you with all flight information in a way that meets your needs.

Go to our services, below, to find out more about how we can help.

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 washroom
  • the needs of your assistance 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 our 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 try and let us know what type of assistance you need at least 48 hours before your flight departs.

To find out more and to plan for an upcoming trip, go 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.