Assistance at the airport

 

Ahead of your trip, you can request wheelchair assistance for your journey through the airport within My Booking.

The airports assistance team will help you from check in, through the airport and up to the aircraft door. Upon landing in your destination, the airport assistance team will aid you through the airport terminal and into the arrival’s hall.

Under legislation, provision of passenger assistance at UK airports is primarily the responsibility of Airport Authorities. We work with our airport authorities with the aim that our customers’ wellbeing is taken care of throughout their entire journey.

Help with mobility on board

 

You can find out which type of aircraft you're travelling on in the flight summary section in My Booking and then view the seat map on meet our fleet.

 

Accessible toilets

All our aircraft have accessible toilets which feature grab rails, a transfer chair and single/bifold doors. Check the seat map to find out where the accessible toilets are located. 

Our cabin crew will be happy to help you to and from the toilet door, using the onboard wheelchair we keep on every aircraft. However the crew cannot assist inside the toilet itself, for hygiene reasons.

If you think you will require further assistance once inside the toilet, please contact our Special Assistance team using our online form. They will be able to discuss your options with you in a discreet and tactful manner.

 

Bulkhead seating

The bulkhead seating in all of our aircraft is located in the front row of our Economy and Premium cabins. You can Request a bulkhead seat for your upcoming flight which will be allocated shortly before departure on a medical priority basis.

 

Seats with a moveable armrest

If you have mobility issues you may want to use a seat with a moveable aisle armrest. On most of our aircraft these are at every seat in the Economy cabin that is not at bulkhead or exit. Check the seat maps on meet our fleet for more information.

Economy

Every aisle seat has movable armrests, with the exception of the front row seats. The armrests in row 61D/F/G on our Airbus A330 also can't lift up.

Premium

Every aisle seat on our Boeing 787 aircraft has movable armrests except the front row. On our Airbus A330, it's only seats on the left side of the aisles (seat letters 'C' or 'G'). On our Airbus A350, every seat has a lifting armrest including the front row.

Upper Class

In our upper class cabin there are no movable armrests due to the design of the seat. On our Airbus A330 and Boeing 787 aircraft, you'll need to temporarily transfer to our aisle seat or stand while we convert your seat to a flat bed.

Travelling with your own mobility aids

 

If you use a wheelchair or mobility aid, you're most welcome to travel with it on our aircraft.

What type of mobility aid will you be flying with?

Prepare to fly

If you are bringing a manual wheelchair on your trip, please let our Special Assistance team know before your flight and we'll add a note to your booking.

At the airport

You can use your own wheelchair through the airport and up to the aircraft door.

Onboard

We have space for one manual collapsible wheelchair to be stowed in the cabin of our aircraft. If this storage facility is being used, our cabin crew will store your manual wheelchair in the hold of the aircraft for the flight and return it to you upon landing. 

Prepare to fly

If you are bringing a powered wheelchair or electric mobility aid, we’ll need to know a few things about your device to ensure we store your electric mobility aid safely onboard:

  • Manufacturer’s name
  • Model Name
  • Weight, including batteries
  • Battery Type (See which batteries we can accept below)

There are complex safety regulations regarding these items, and if your electric mobility aid does not comply with these, we will not be able to transport it.

Batteries: Important regulations

Due to the dangerous goods regulations, we have to treat your wheelchair or mobility device differently depending on the type of battery installed:

As the operator we must ensure that:

  • The battery terminals are protected from short circuits, e.g. by being enclosed within a battery container. 
  • The battery is securely attached to the wheelchair or mobility aid. 
  • Electrical circuits have been isolated and there is no chance of unintentional operation (i.e. all motors must be rendered inoperative). If this is not possible and as an absolute last step, the battery cables must be disconnected and the battery terminals must be insulated to prevent short circuits.

Where a battery powered wheelchair or mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. collapsible), the following must be adhered to by us as the operator:

  • The battery(ies) must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction. 
  • The removed battery(ies) must be carried in strong, rigid packaging which must be carried in the aircraft hold. 
  • The battery(ies) must be protected from short circuit. 
  • We must inform the pilot in command of the location of the packed battery.

As the operator we must ensure that:

  • The battery terminals are protected from short circuits, e.g. by being enclosed within a battery container. 
  • The battery is securely attached to the wheelchair or mobility aid. 
  • Electrical circuits have been isolated and there is no chance of unintentional operation (i.e. all motors must be rendered inoperative). If this is not possible and as an absolute last step, the battery cables must be disconnected and the battery terminals must be insulated to prevent short circuits.

As the operator we must ensure that:

  • The batteries must be of a type which meets the requirements of each test in the UN Manual of Tests and Criteria, Part III, subsection 38.3. 
  • The battery terminals are protected from short circuits, e.g. by being enclosed within a battery container. 
  • The battery is securely attached to the wheelchair or mobility aid. 
  • Electrical circuits have been isolated and there is no chance of unintentional operation (i.e. all motors must be rendered inoperative). If this is not possible and as an absolute last step, the battery cables must be disconnected and the battery terminals must be insulated to prevent short circuits.

Where a battery powered wheelchair or mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. collapsible), the following must be adhered to by us as the operator:

  • The battery(ies) must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction. 
  • The battery(ies) must be protected from short circuit by insulating the terminals (e.g. By taping over exposed terminals). 
  • The removed battery(ies) must be protected from damage (e.g. by placing each battery in a protective pouch). The battery(ies) must be carried in the passenger cabin. Removal of the battery from the device must be performed by following the instructions of the manufacturer or device owner. 
  • The battery must not exceed 300 Wh. 
  • A maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may be carried. The battery(ies) must be carried in the passenger cabin. 
  • We must inform the pilot in command of the location of the wheelchair or mobility aid with an installed battery or the location of the lithium battery(ies) when removed and carried in the cabin.

If you want to take spare batteries, please let our Special Assistance team know before you travel, as only approved batteries will be allowed on the aircraft.

At the airport

It would be a great help if you could arrive at least 90 minutes before takeoff, so we can prepare your wheelchair for your flight.

You will often be able to stay in your wheelchair/mobility aid until you get to the aircraft*. If not, you’ll be able to use a wheelchair provided by the airport after checking your wheelchair in. This process differs between airports around the world.

After landing, whenever possible we’ll have your wheelchair/mobility aid ready and waiting at the aircraft doors. However, you may have to reclaim it at the baggage hall – in these instances an airport wheelchair will be made available until yours can be reclaimed.

*There is an onboard aisle wheelchair on every aircraft, and the crew will help you get around the cabin while you're onboard. They can take you to and from the bathroom door but cannot assist you inside, for hygiene reasons. If you think you will require further assistance once inside the toilet, please contact our Special Assistance team to discuss your options.

Further guidance and official regulations on travelling with electric mobility aids

The British Healthcare Trades Association website has a log providing important details about your mobility aid. Read the Civil Aviation Authority's safety advice about transporting electric mobility aids.

Airline operators must comply with all applicable legislation and regulations. If your electric mobility aid does not comply with these safety based regulations we will not be able to transport it.

The legislation/regulations that apply to the carriage of electric mobility aids are:

  • CAA Safety Notice, SN-2012/003 - Safety Requirements Applicable to the Carriage of Electric Mobility Aids
  • 14 CFR Part 382 – Non-discrimination on the Basis of Disability in Air Travel, 13 May 2008 
  • Regulation (EC) No 1107/2006 – concerning the rights of disabled persons and persons with reduced mobility when travelling by air, 5 July 2006 
  • IATA / ICAO Dangerous Goods Regulations 
  • For flights to and from the US – 49 CFR 175.10(a)(15) and (16) – Shippers – General Requirement for Shipments and Packagings, Subpart E: Non-bulk Packaging for Hazardous Materials Other Than Class 1 and Class 7.

Prepare to fly

If you are travelling with a smaller mobility aid (like a walking stick) there's no need to contact the Special Assistance team in advance.

At the airport

Mobility aids such as walking sticks can be taken on the aircraft free of charge and will not count towards your free baggage allowance, unless they’re being carried on behalf of someone who’s not travelling.

On your flight

You can usually take mobility aids into the cabin with you. On occasions where there’s nowhere in the cabin to store them, the cabin crew will need to place them in the hold. If this is the case on your flight, the crew will be happy to help you get about the cabin as needed.

If you or someone you’re travelling with is looking to use their own seating support on the flight, please contact our Special Assistance team using our online form

We do permit a variety of seating supports to use onboard our flights. If you are looking to use your own support, please do contact our special assistance team and provide the following information:

-      Manufactures name

-      Model Name

-      Dimensions of the seating support

The team will then check if the support is safe to use onboard our flights, then providing it is cleared you can use it during your journey.

Please note that some seating supports can only be used on certain seats (in a back row for example), so let our Special Assistance team know before your flight if you need to use your seating support onboard.

While we always take good care of your equipment, it’s still a good idea to make sure it’s insured against loss or damage – just in case.

To tell us about the mobility aids you'll be travelling with, please complete this online contact form before you fly.