Special assistance during your trip

Flying with a wheelchair does not need to be complicated — here is what you can expect when you request special assistance.

Arriving at the Airport

If you have requested special assistance, we recommend arriving at the airport around 4 hours before departure. On arrival, proceed to the check-in counter where staff will assist you with check-in and baggage handling. From there, you will be guided through security and into the departure area.

Passengers requiring special assistance may be directed to dedicated security lanes where available. If you are traveling with medication or medical equipment, it is recommended to carry a doctor’s note confirming prescriptions and ensure all items are correctly packaged and labelled. If you are unsure how to prepare your medication or medical devices, please refer to our Medicine & Medical Devices page.

Security staff are trained to support passengers with reduced mobility and will assist you through screening where needed.

After security, assistance will support you in the departure lounge. Depending on the airport, they may stay with you, arrange a meeting point before boarding, or direct you to a designated seating area.

Boarding the Aircraft with Special Assistance

Passengers requiring special assistance are usually invited to board before general boarding begins.

Assistance staff will help you from the gate to your seat and will store your cabin baggage for you. Boarding arrangements may vary depending on the airport layout and the type of assistance required. If you are traveling with your own wheelchair, you can usually use it up to the aircraft door. Larger or electric mobility devices may need to be checked earlier in the process.

On board and arrival at destination

An onboard wheelchair is available for use during the flight and can be requested from the cabin crew to help you move between your seat and the toilet, accessible toilets are available onboard between rows 26 and 27.

Passengers must be able to transfer independently between their seat, the onboard wheelchair, and the toilet. Cabin crew can assist you to and from the toilet door, but are not able to provide personal care, including eating, drinking, medication, or assistance inside the toilet.

If you are able to use a seatbelt safely, comfort aids such as cushions may be used during the flight.

On arrival, passengers requiring assistance may disembark after other travelers at some airports to allow a more comfortable and unhurried exit. Assistance staff will guide you through passport control and baggage reclaim, including support with luggage and mobility equipment, and will accompany you to your onward transport point.