Passengers with special needs

Making your booking
Passengers with special needs are strongly advised to contact us before making your reservation. This will enable our reservation agents to confirm availability of any special assistance requirements prior to booking, as any changes made after booking will be subject to our standard change fees. Do not hesitate to contact us for further information, we will be pleased to answer any questions or queries that you may have regarding special assistance.

People needing assistance at the airport
If you are a wheelchair user or have reduced mobility, you need to contact us prior to booking, to request assistance service at airports. If you do not request this in advance this service cannot be guaranteed by the airport, as there is a limit on the number of passengers with reduced mobility and the number of wheelchairs they are able to assist on the day with no pre-notification.

Wheelchair users
We are happy to offer assistance to wheelchair passengers free of charge. We will transport your wheelchair free of charge in addition to your normal baggage allowance.

Electronically powered wheelchairs will be accepted for travel, providing that the general conditions for their carriage, as outlined in the IATA Dangerous Goods Regulations , are met. These relate to the batteries used to power wheelchairs. Since the batteries will remain attached to the wheelchair, it is important that the wheelchair can be easily stored in an upright position when collapsed for carriage. Batteries must be disconnected and the battery terminals insulated to prevent accidental shorting.

We recommend that passengers have insurance cover for the full replacement value of their wheelchair.

Accompanying companion for special needs passengers
An escort or companion must travel with any passenger who does not meet the DFT code of practice definition of self reliance.

In establishing whether someone is “self-reliant” the passenger should be independent in the following areas:

  • Breathing – the passenger should not be reliant on supplementary oxygen.
  • Feeding – the passenger should be capable of feeding themselves. Cabin crew could still expect to assist with opening food containers and describing catering arrangements to blind people.
  • Lifting – the passenger should be capable of moving from a passenger seat to an on-board wheelchair.
  • Communicating – the passenger should be able to communicate with cabin crew and understand their advice/instructions.
  • Toileting – the passenger should be capable of using the toilet facilities unaided.
  • Medicating – the passenger should be capable of administering their own medicines and medical procedures.
If a passenger does not meet all of the above categories a companion or escort is required for travel and the companion or escort must purchase a ticket at the same time. A companion or escort is also required to travel with any passenger who has a mobility impairment that would require the use of an on board wheelchair to move around the cabin.

A companion or escort can travel with a maximum of 2 passengers with special needs as outlined above. Due to CAA regulations, any persons with reduced mobility or any physical disability or intellectual impairment cannot be allocated seats adjacent to the emergency exits.

Visually impaired passengers
Passengers who are blind or visually impaired should also please contact us to make your booking.

Guide dogs
We are able to carry guide dogs on many routes, please contact us for full details on 0871 231 4787 (Calls cost 10p per minute plus network extras).

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