Special Assistance

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SPECIAL ASSISTANCE

WE KINDLY ASK YOU CONTACT THE RESERVATION CENTRE REGARDING YOUR BOOKING AT LEAST 48 HOURS PRIOR TO DEPARTURE TO REQUEST ASSISTANCE TO SUIT YOUR NEEDS.

RESERVATION CENTER numbers:

Switzerland:

  • +41 (0) 91 208 70 80 (ITALIAN)
  • +41 (0) 44 508 72 90 (GERMAN)
  • +41 (0) 22 508 72 80 (FRENCH)

 

  • Italy +39 06 89 970 42 2
  • United Kingdom +44 (0) 12 23 85 14 80
  • Serbia +381 11 2010 678
  • France +33 9 751 29 689

sales@etihadregional.com

We kindly ask you to provide us with correct, detailed information regarding your requirements so that we can ensure your trip proceeds as smoothly as possible.

For assistance or information regarding the procedure for transporting babies or for unaccompanied minors, pregnant women, wheelchair users or other people who require special assistance, it is necessary to contact our Reservation Centre when making your booking. Passengers should also contact our reservation centre with regards to storing and transporting bicycles, surfboards, skis and animals. The relative procedures are subject to change without prior warning.

Children

      • Infants must travel with at least one adult.
      • Children under the age of 5 may only travel in the company of an adult of at least 18 years old.
      • The carriage of unaccompanied minors (aged 5 - 12) requires special travel arrangements with the carrier prior to departure, hence is subject to a fee of CHF60 / EUR50 per direction. For children with Italian documents and are departing from Italy this service is mandatory until the age of 14. Regulations governing the carriage of unaccompanied minors can be obtained from our Reservation Center.
      • On board the Saab2000 the maximum number of infants allowed on board is fixed at five infants.

IMPORTANT NOTICE: Always contact the local authorities of the countries your children will be travelling to or from to ensure you know what regulations, documentations and visas will be needed.

Pregnant Women

A pregnant women can fly without a medical permission only until week 28. From then on until the 36th week, they can only travel with a medical certificate stating that she is in good health and the expected date of delivery. From week 36 onwards a pregnant woman is no longer permitted to fly. 

If you wish to arrange for a carriage of bicycles, surfboards, skis and animals, please contact our call center. 

Policies and procedures are subject to change. 

Assistance for disabled and reduced mobility passengers

Airport assistance

The airports of departure and arrival will provide assistance for travelling through the airport itself and to and from the aircraft.
The staff who provide assistance at the airport will offer all the help and services you require, as well as any necessary equipment. We would also like to remind you that it is important to leave sufficient time at the airport before the check-in desk closes so that you can receive any assistance required. It is generally advised to arrive at the airport at least two hours prior to departure.

For further information please consult the section of the relevant airport website dedicated to assistance services.

Guidelines for fitness to fly

Whenever it is necessary to provide medical authorisation for being fit to fly at the booking stage, your doctor must complete the MEDIF medical form no earlier than seven days prior to your departure.

Please ask the Reservation Center for the MEDIF form when making your booking.

The MEDIF is required in the following cases:

  • in the event of an acute illness or injury
  • after surgery
  • if you require extra oxygen

Flight Escort

A flight escort, who accompanies a disable passenger, is required when the passenger is unable to communicate with cabin staff and understand and/or follow the safety instructions.  

Personal wheelchairs and/or other mobility aids

When you are making the booking, please inform the airline company if you need to travel with an electric or folding wheelchair, or with any other mobility aid. The transport of up to two mobility aids is provided at no extra cost. 

When making your booking, please specify the wheelchair type, size, weight, and if it can be folded up.

For electric wheelchairs and electric mobility devices, we kindly ask you to provide our Reservation Center with the following information:

  • Battery type
  • Weight
  • Dimensions (length x width x height)

This information can be found in the manual provided with the wheelchair.

Because we have only limited space for transporting wheelchairs, please inform us in advance (at least 48 hours before the flight departs). If you do not do so, it is possible that there will not be enough space to transport your wheelchair on the flight.

Some wheelchairs are equipped with battery types which we are not authorised to transport.

There are three battery types for wheelchairs:

  • wet cell batteries
  • gel batteries
  • dry batteries (including lithium batteries) (WCBD)


For dry or lithium batteries, you will have to demonstrate that the battery has been deactivated.

To find out the type of battery used by your wheelchair, you can find the information on the wheelchair itself or in the manual provided.

The battery/motor must be disengaged. 

You must be able to demonstrate to the ground staff how to disengage the motor.

To ensure that your mobility aid(s) is transported safely, we kindly ask you to contact the Reservation Center to confirm that there are no factors which might prevent transport.

The assistance codes for wheelchairs are as follows:

WCHR: the passenger is able to walk autonomously on the plane and climb and descend the steps, but has need of a wheelchair or other assistance to travel through the airport (departure and arrival).

WCHS: the passenger is able to walk autonomously on the plane, but is unable to climb or descend the steps and has need of a wheelchair or other assistance to travel through the airport (departure and arrival).


WCHC: the passenger has need of a wheelchair to travel through the airport (departure and arrival), on the airplane and for getting on and off the airplane. This code is applicable for various people, from those who are completely immobilised and who require assistance to those who have a high level of independence and may not need to be accompanied for travelling through the airport, but who will require assistance for boarding and disembarking from the plane. It is important that you inform us of the level of assistance you think you require.

Codes for other types of special assistance:

Passengers in the following categories can travel alone only if they are able to respond to the security procedure.

BLND: visually impaired passengers will be accompanied when travelling through the airport (departure and arrival) until they are seated on the place.


DEAF: if hearing impaired passengers would like to be accompanied when travelling through the airport, they should inform our Reservation Center.


BLND/DEAF: visually and hearing impaired passengers will travel with an accompanying passenger, but may require assistance when travelling through the airport and to reach their seat on board the plane.

DPNA: passengers with cognitive or developmental disability (learning difficulties or conditions such as dementia, Down syndrome or Alzheimer's) who require assistance will travel with an escort and will also be accompanied when travelling through the airport and getting on and off the plane.


Passengers with visual or hearing difficulties

An escorting service is available on request at the airport. With the aim of providing the best possible service, we kindly ask you to make a request for assistance from our Reservation Center when making your booking no later than 48 hours prior to departure.

Authorised guide dogs

Cabin transport of certified guide dogs is free of charge.

Guide or assistance dogs are trained to guide or assist passengers who are visually or hearing impaired, or who have other physical difficulties. Guide dogs can travel on the plane free of charge and it is not necessary for them to be caged when accompanying the passenger, though they cannot move around the cabin and cannot use the seats.

There are no restrictions in terms of weight or size.

We kindly ask you to notify us when making your booking if you intend to bring a guide dog with you. Please note: some countries have special regulations regarding access for animals, and we kindly advise you to read the relevant rules prior to departure. (e.g. the United Kingdom).

 

Passengers with cognitive or learning difficulties

Passengers with these kinds of disability who are able to understand and respond to the security instructions given on board can travel alone. We kindly ask you to consider all aspects of the trip which can generate stress, from the journey to the airport to the various procedures such as security checks.

For passengers with conditions such as dementia (including Alzheimer's disease), it is advised to travel with an escort.

If passengers with cognitive or learning difficulties are travelling alone, we recommend booking assistance at least 48 hours in advance.

On board

Our cabin staff will provide any assistance required when placing hand luggage and trips to the toilet on board.We kindly ask you to contact us for more information if you have any further questions.

Seating

If you have any special needs will be able to assign you a suitable seat free of charge if you make the booking via our Reservation Center . Seats can be assigned which are close to the toilet or to the accompanying escort.

Other medical services and devices for your health when travel

For other health services (oxygen therapy, transport of medicine in liquid form, syringes on board, medical devices), we ask you to kindly contact our Reservation Center to confirm the conditions of transport.

Oxygen and oxygen tanks

Please be informed that we are not able to provide supplementary oxygen.

The transport of small oxygen or compressed air tanks is only authorised for medical purposes. 

A medical certificate is required which confirms that it is necessary to transport oxygen cylinders and that the passenger concerned is fit to fly. A maximum of two oxygen cylinders can be transported per passenger and must be stored in the overhead locker or under the seat. We ask you to kindly inform our Reservation Center prior to flying. 

For use of a personal oxygen concentrator it is necessary to contact our Reservation Center at least 48 hours prior to the date of the flight and present the relevant medical certificate. Our Reservation Center will ask you to complete a specific form for use of a personal oxygen concentrator (POC).

Please ensure that the batteries are sufficiently charged for the duration of the trip. 

Diabetes

Please ensure that you place a sufficient amount of insulin in your hand luggage, rather than in your hold luggage, as insulin can lose its effectiveness if transported in the hold due to the low temperatures. 

Asthma

Passengers affected by asthma can bring inhalers or vaporisers as long as these do not include oxygen tanks. 

Passengers affected by serious asthma or who have recently been prescribed oral steroids-based treatment should be in possession of a medical certificate confirming they are able to fly. 

Stretchers

Please be informed that we are not able to provide transport by stretcher on board our planes.

Airport services

For information regarding assistance and airport services for disabled and reduced mobility passengers for our destinations:

Ibiza Airport:

http://www.aena.es/en/ibiza-airport/people-reduced-mobility.html

Lugano Airport:

http://www.lugano-airport.ch/it/passengers/assistance-support

Geneva Airport:

http://www.gva.ch/en/desktopdefault.aspx/tabid-329/

Zurich Airport:

https://www.zurich-airport.com/passengers-and-visitors/airport-services-en/reduced-mobility