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How to request the assistance

 

In order to identify the type of assistance to be requested, we use an international classification. In the link below you can find a brief illustration of this classification.

If you forget to book, we will nonetheless do our best to assist you as quickly as possible, but you will probably have to wait a little longer and may not be allowed on board by the airline if the available seats run out.

If you plan to travel with your personal mobility vehicle (wheelchair, electric scooter, etc.), remember to inform the airline that, as with your luggage, it is responsible for taking care of it and define how it can be used up to the departure and arrival gates, as well as its loading and unloading from the hold.

Generally, 2 aids are allowed as part of your luggage, so if you have walkers, wheelchairs or other mobility aids, you can place them in the hold.

Below is a list of links to the main airlines’ sections dedicated to the transportation of wheelchairs and mobility aids in general.

Link to the airlines companies

Here, you can find general guidelines on how to manage the batteries of your device. 

 

INFORMATION ON PERSONAL WHEELCHAIRS

Watertight gel batteries and dry batteries

The batteries must be securely attached to the wheelchair and the poles must be protected against short circuits, for example inside a specific housing. For folding devices, if the batteries are removable then they must be removed, the poles must be isolated (e.g. by covering them with electrical tape) and they must be placed in a protective case or container in order to guarantee their safety in the hold of the aircraft.

 

Lithium-ion batteries

The batteries must be securely attached to the wheelchair and the poles must be protected against short circuits, for example inside a specific housing. For folding devices, if the batteries are removable then they must be removed, the poles must be isolated (e.g. by covering them with electrical tape) and they must be placed individually in a protective case and carried as hand luggage. To find out the battery capacity limits allowed, consult your airline’s website.

 

Wet-cell batteries

The batteries must be securely attached to the wheelchair and detached from the device. The poles of the battery must be protected against short circuits, for example inside a specific housing. For safety reasons, the airline may be forced to remove the wet-cell batteries, so bring the manufacturer’s instructions with you in order to make their removal easier.

 

Carry-on luggage

When preparing your luggage to take with you, consider that we can only take you through the terminal with a single piece of hand luggage of a weight and size defined by the airline, and in any case, no heavier than 12kg for the safety of the operators. Excess or overweight baggage must be checked in at the desk.

Upon arrival, we also provide free assistance in collecting any hold luggage. When accompanying you to your destination outside the terminal and past the Arrivals Hall, if it is necessary to provide you with a second operator to transport your luggage, you will wait for a few more minutes at the station manned by our staff.

 

Medical equipment

If you are travelling with medication or medical equipment, we recommend that you consult the airline you are flying with about what you can carry on board or in checked luggage.

 

Guide dogs

Guide dogs are welcome at the airport and onboard your flight. Remember to inform the airline in plenty of time and to bring all the documentation certifying their status with you.