Mobility and Wheelchair Assistance

You shall request this service at the time of booking or up to 48 hours before departure of your flight. It’s important that you provide to us all information concerning the level of assistance that you need, so we can be able to address your needs during your journey with us.

Traveling with your own wheelchair or mobility aid

If you are travelling with your own mobility equipment, wheelchair, crutches, walkers or other mobility aids you will be able to bring them free of charge in addition to the standard baggage allowance.
 

Due to the dimensions and specifications of our aircrafts, please keep in mind that the storage of passenger wheelchairs in the cabin is not possible.

When travelling with your own wheelchair, whether battery-powered or manual, it is important to have the following information:

• The dimensions of your personal mobility device including height, width, and length;
• The weight of your wheelchair or scooter;
• The battery type (if applicable) and additional replacement batteries.

The airports will have at your disposal three kinds of wheelchairs that are possible to be requested:

• Wheelchair Ramp – A passenger requiring a wheelchair to/from aircraft but who can ascend and descend steps (steps or finger) and move in the aircraft cabin;
   
• Wheelchair Steps– A passenger requiring a wheelchair to/from the aircraft and must be carried up and down the steps or finger, but who can move in the aircraft cabin;
   
• Wheelchair Cabin Seat –A completely immobile passenger who requires a wheelchair for transport to/from the aircraft stairs or boarding bridge; requires assistance to be carried up and down stairs and to/from their seat on board (a INCAD may be required, generally issued within 15 days before travel and submitted up to 48 hours before departure. The 15-day requirement does not apply to stable chronic medical conditions or to the use of approved portable medical devices, provided there have been no significant changes in the passenger’s medical condition).

Manual wheelchairs

You may dispatch your wheelchair either at check-In or at the gate and use a service wheelchair for travel within the airport. However, is extremely important that you verify below the following information:

• If you choose to drop off your wheelchair at check-in, you will be provided with a service wheelchair and assisted by one of our staff;
   
• If you would prefer to use your personal wheelchair within the airport, you can arrange to have it checked at the departure gate. Your wheelchair will be returned to you at your destination gate or at your connecting airport if you have connecting flights till your final destination. Keep in mind, that the time between connecting flights may be insufficient to provide this service during a layover, especially if disassembly and reassembly of the wheelchair are required. If time is a factor, we recommend that you take advantage of SATA’s wheelchair service instead.

Battery-operated wheelchairs

In the event that we need to prepare your battery-operated wheelchair or scooter for stowage, it will need to be checked at the airport counter. Our staff will assist you to the departure gate with a service wheelchair.
Some disassembly of your wheelchair may be required. This may include disconnection and connection of the battery in accordance with Dangerous Goods requirements.

If you have dropped off your battery-operated wheelchair or scooter at check-in, it will be returned to you at Baggage Claim upon arrival at your final destination.

Traveling without an accompanying person 

Some passengers with reduced mobility may travel unaccompanied, provided they can independently perform the essential actions required during the flight. For this purpose, passengers may be asked to sign the Declaration for the Carriage of Passengers with Reduced Mobility at check-in. Through this, they acknowledge the limitations of the assistance provided by the airline and confirm that they meet the necessary conditions to travel without an accompanying person. If a passenger is unable to understand and follow the crew’s instructions, communicate effectively, administer their medication, use the lavatory independently, or fit their oxygen mask in the event of an emergency, they must travel with an accompanying person aged 18 or over capable of providing the necessary assistance throughout the journey.