Airline Special Assistance: What Travelers Should Know

Special assistance covers a wide range of help: a wheelchair from check-in to the aircraft seat, help for passengers who are blind or have low vision, support for travellers with hidden disabilities, and arrangements for medical equipment. Many airlines also have procedures for unaccompanied children and passengers travelling with service animals.

Request it when you book, or soon after

Airlines commonly ask for assistance requests at least 48 hours before departure. You can usually add it during booking, in the manage booking area of the airline website, or by calling the airline. If you booked through an agency, tell the agency too and ask them to confirm it has been passed on.

Who actually provides the help

This surprises many people. At a lot of airports the assistance in the terminal is organised by the airport operator or a contractor, while the airline is responsible on board. Your request goes through the airline, which passes it to the airport. On the day, look for the assistance point or call button rather than the check-in desk if you need help on arrival.

Mobility equipment

Personal wheelchairs and mobility aids are normally carried free of charge, but airlines need details in advance, especially for powered chairs with batteries. Expect to be asked about dimensions, weight and battery type. Take photos of the equipment before handing it over and attach simple instructions.

Medical devices and medication

Portable oxygen concentrators and some medical devices need approval beforehand. Carry medication in your cabin bag along with a copy of prescriptions. Liquid medication is generally allowed through security in larger amounts if it is necessary for the trip, but you should declare it at screening.

On the day

• Arrive with enough time, assistance can take a while to arrive at busy times.
• Keep your boarding pass and booking reference ready.
• Ask staff where to wait and how long it is likely to be.
• Tell cabin crew if you need anything during the flight.

Passengers who use assistance are often boarded first and leave the aircraft last, so the team can bring equipment to the door. It means a little more waiting, but it also means less rush.

If assistance does not appear

Ask any airline or airport staff member to contact the assistance team, and note the time. Afterwards, give feedback to the airline and the airport. Reports help providers fix gaps in their service, and in some regions there are formal complaint routes for accessibility issues.