Frequently Asked Questions

Medical & special assistance

How can I ensure I will get the mobility assistance I need?

Subject to prior booking, we are able to arrange for mobility assistance to suit your needs. Sometimes the level of assistance may vary depending on what the airport is able to provide. Jet2.com generally relies on specialist 3rd parties to provide this assistance, who are often appointed by the airport authorities themselves. It is important that we know your requirements in advance to ensure these are communicated effectively and you are provided with the appropriate level of assistance.

Jet2.com is able to offer three levels of assistance.

  • Assistance from check-in to the top of the airbridge/bottom of the aircraft steps (WCHR)
  • Assistance from check in to the door of the aircraft (WCHS)
  • Assistance from check in directly to your seat in the cabin (WCHC)

Should you have any queries, please contact us on our dedicated mobility assistance number shown below.

Can I book mobility assistance on-line?

You can book mobility assistance on-line by ticking the wheelchair requirement box and following the on-screen instructions at the time of making the flight booking. Please note our automated booking system has a limited number of mobility assisted places per individual flight booking. If all the available on-line mobility assistance places have been taken, then please contact our call centre on our dedicated mobility assistance number: +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas and they will be happy to assist you with your booking. Please be advised that you will not be charged any additional fees for booking your flight and assistance through our call centre.

What happens if I haven't pre-booked my assistance?

If you require assistance and arrive at check-in without pre-booking assistance, for safety reasons, you may not be able to travel. Subject to our normal change fees your booking may be changed to a later flight. Please ensure you pre-book to avoid disappointment and disruption to your travel plans.

Do you charge for allocating seating to assistance customers?

If you want to take advantage of our on-line advanced seat selection and pick the seat of your choice at the time of booking (with the exception of emergency exit seats), then like all customers you are able to do so, and you will be charged the appropriate fee.

Those seats shown on our on-line seat map with the wheelchair logo, are only available for allocation on the day of departure by the check-in team and are specifically reserved for our customers with reduced mobility and their companion(s).

These seats are generally towards the front of each cabin section and close to the onboard toilet facilities. If you have a confirmed mobility assistance place our check-in staff will make every effort to sit you and your party together in accordance with your requirements, provided of course that you check-in at least 2 hours prior to departure. Please ensure you make your requirements known at check-in if you have not pre-booked your specific seat on-line so we can do everything possible to seat you appropriately.

Do you allow the carriage of wheelchairs & mobility aids?

Yes, we will carry up to two pieces of mobility equipment per person free of charge in the aircraft hold subject to capacity of the operating aircraft. Please ensure you have taken out suitable insurance for this equipment as the carrier's liability is limited by the Montreal Convention. If you are carrying a manual aid which weighs over 32kgs, please inform our call centre on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas.

Motorised Mobility Aids

Battery powered mobility aids can only be carried when they are for use by a passenger whose mobility is restricted by either their disability, their health or age, or a temporary mobility problem (e.g. a broken leg).

Jet2.com will accept for carriage mobility aids containing non spillable dry cell, spillable dry cell (Gel Cell) or lithium batteries. Please note that Jet2.com will consider the carriage of wet cell batteries on a case by case basis only.

Jet2.com will only accept up to a maximum of three powered mobility devices on a single flight, which shall be accepted on a first come first serve basis. Furthermore, we will not accept any mobility device with an unladen weight in excess of 100kg.

To assist with the safe stowage of your wheelchair, please provide us with sufficient information at least 48 hours before you travel. To do this please call our dedicated mobility assistance line on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas

The type of wheelchair you have will determine how we are able to load your wheelchair on to the aircraft.

Within the EU it is the responsibility of the airport operators to assist anyone with a disability during their time at the airport. Airlines must provide the airport operator with advance information so that the appropriate service can be offered. To enable us to pass your request to them, please contact us as soon as possible with the details of your device.

Before an electric mobility aid is loaded onto our aircraft, Jet2.com must be satisfied that the mobility aid has been made safe in accordance with the ICAO Technical Instructions (see details below). If Jet2.com is unable to be satisfied or where it is established that the electric mobility aid has not been made safe, Jet2.com will refuse carriage of the mobility aid. In such circumstances Jet2.com is not under obligation to render it safe. Other factors which could prevent the carriage of an electric mobility aid are: the mobility aid dimensions exceeding cargo door dimensions, the tare (unladen) weight of the mobility aid exceeding the aircraft loading limitations after all possible load-spreading options have been considered and insufficient space being available on the aircraft at the time your booking is made.

Regardless of the type of battery your mobility aid or wheelchair uses, we will need the following information before you travel:

  • Make and Model
  • Type of battery
  • Number of batteries
  • The TARE (un-laden) weight
  • Dimensions (i.e. length x width x height)
  • Instructions for preventing inadvertent operation (see below for your specific battery type)

Mobility aids with NON SPILLABLE batteries:

To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft, therefore please provide guidance on the following:

  • The battery terminals must be protected from short circuits
    - The battery terminals of current models of electric mobility aids tend to be protected from short circuit through the battery being fully encased and an integral part of the device. Batteries do not necessarily need to be disconnected because if this is not done correctly it could increase the risk of fire. On other models where the terminals are exposed it may be necessary to insulate battery terminals, e.g. with electrical insulating tape.
  • Electrical circuits must be inhibited to prevent inadvertent operation - The means of inhibiting circuits to prevent the accidental activation of electric mobility aids vary. Some have a key which can be switched to the off position and removed. An aid which is only switched on and off with a push-button could be reactivated in flight by the inadvertent movement of baggage or cargo therefore, further steps are required to inhibit the circuits of such devices, for example disconnecting electric cable plugs or connectors, or inserting an inhibiting plug (such as an Airsafe plug) into the charging socket of the devices.
  • Installed batteries must be securely attached to the chair.
  • Where the mobility aid is specifically designed to allow its non spillable battery(ies) to be removed by the user (e.g. a collapsible device), the battery must be removed, the terminal protected from short circuit and carried in strong rigid and weatherproof packaging in the aircraft hold. Jet2.com will not provide the packaging, this must be provided by you.

Mobility aids with lithium batteries:

To ensure the safe carriage of your wheelchair/mobility aid the following must be completed by our airport representatives before the wheelchair is loaded on to the aircraft therefore please ensure the following:

  • If the battery is to be detached from the wheelchair then the battery must not exceed 300 Watt Hours, if the battery will remain connected to the wheelchair then there is no Watt Hour Maximum limit.
  • A maximum of one spare battery not exceeding 300 watt hours or two spares each not exceeding 160Wh can be carried. Spare batteries must be carried in the passenger CABIN and you must ensure the circuits are protected from short circuit.
  • Advice is provided to ensure that the battery terminals are protected from short circuits 
    - The battery terminals of current models of electric mobility aids tend to be protected from short circuit through the battery being fully encased and an integral part of the device. Batteries do not necessarily need to be disconnected because if this is not done correctly it could increase the risk of fire. On other models where the terminals are exposed it may be necessary to insulate battery terminals, e.g. with electrical insulating tape.
  • Advice is provided to ensure that electrical circuits are inhibited to prevent inadvertent operation
    - The means of inhibiting circuits to prevent the accidental activation of electric mobility aids vary. Some have a key which can be switched to the off position and removed. An aid which is only switched on and off with a push-button could be reactivated in flight by the inadvertent movement of baggage or cargo therefore, further steps are required to inhibit the circuits of such devices, for example disconnecting electric cable plugs or connectors, or inserting an inhibiting plug (such as the Airsafe plug) into the charging socket of the devices.
  • Installed batteries must be securely attached to the chair.
  • Where a lithium battery powered mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. a collapsible device), the battery must be removed, the terminals protected from short circuit and carried in the aircraft CABIN.

What time should I check-In?

We recommend that you must check-in at least 2 hours before the scheduled flight time so that we can ensure you receive the pre-booked assistance and are taken to the aircraft in plenty of time.

What if I am unable to travel as planned?

At Jet2.com we want to ensure that all of our customers requiring special assistance are able to fly with us with the minimum of inconvenience. If you have booked a mobility assistance place but you find you are unable to use your flight booking, please notify us on our dedicated mobility assistance number: +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas, with as much notice as possible, so that we can reallocate the assisted place to another of our customers.

If you need to change the date of your booking, you can do this on-line or through our dedicated mobility assistance number: +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas.

What if I have special requirements or a medical condition?

Jet2.com will try to meet the requirements of all customers with special requirements, eg wheelchair assistance, or those with a medical condition. It is vital that you notify us of any special requirements before you complete your booking as we cannot guarantee that we will be able to allow you to travel without the appropriate approval and once a booking has been made it is non-refundable. Please contact our dedicated Special Assistance Team on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas and one of the team will be able to assist you.

Am I fit to fly and fit to travel?

It is your responsibility to be reasonably satisfied that you are medically fit to fly and to travel and/or that all precautions recommended by your doctor are in fact taken before, during and after flight. No medical examination is necessary unless you have any reason to suspect, or ought reasonably to know, that you have a condition which might be exacerbated by the normal operation of an aircraft or could cause difficulty if no access is available to professional medical assistance before the end of the flight. If in doubt, we recommend that professional medical advice is sought before flying. It is of course in your interests to remember to ensure that you notify your travel insurer about any pre-existing medical conditions.

Do I need to travel accompanied?

We would require you to travel accompanied if you are unable to carry out safety requirements unaided such as using the seat-belt, fitting an oxygen mask in an emergency situation or reaching an emergency exit unaided. We would also require that you travel accompanied if you need personal care (for example assistance in using the toilet or eating).

Can I carry medication with me?

Yes. We stipulate that you carry all essential medications for the duration of your trip (the length of time you are away from home) in your hand baggage. Please be aware that essential liquid medication in quantities over 100ml must be certified as authentic by a Doctor's letter and must be presented in the original container. Please be aware bottles and packaging may need to be opened during screening by airport security.

Can Jet2.com supply oxygen onboard?

We do carry oxygen on board but this is strictly for emergency use only. We are unable to supply oxygen for your own personal non-emergency use, however, you may carry your own therapeutic oxygen, subject to having applied for and received appropriate medical clearance from us. Please contact our Assistance line on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas for further information. You will need produce at check-in a medical certificate confirming that oxygen is required for medical reasons and confirmation that you are fit to travel by air.

Can I take a portable oxygen concentrator (poc) onboard?

Currently there are only a small number of poc's that have been given clearance for use on board an aircraft. In order to take any form of oxygen, medical clearance must be obtained. Please contact our Assistance line on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas for further information. In obtaining medical clearance from us, we will be able to advise whether or not your poc is suitable for use on the aircraft or whether it will have to be stowed in the hold.

Can I bring medical syringes onboard?

If you need to carry syringes, needles, insulin pens, epipens and medication in the aircraft cabin, you must carry a letter from your doctor confirming the need to carry them with you. If injections are required during the flight, they must be self-administered. Jet2.com is happy for you to travel with injections where your medical condition requires it. As security screening at airports is outside the control of Jet2.com, you should discuss a contingency plan with your doctor to enable you to travel safely in the unlikely event that the authorities do not allow your equipment to be carried in cabin baggage.

You will need to declare the needles at Check-in, Security and to the senior cabin crew member when boarding the aircraft.

I have injured my leg, have a plaster cast fitted and cannot bend my knee, can I still travel?

Please contact your insurance company in the first instance to obtain advice from them. Jet2.com must have a minimum of 48 hours notice prior to your departure and it may be necessary for you to purchase additional seats to meet your requirements. Any full plaster cast must have been in place for at least 48 hours before departure. You may also be required to provide Jet2.com with a Medical Information Form (MEDIF) or a Fitness to Fly certificate. If you have not received the necessary clearance you may not be permitted to travel.

I have a split plaster cast fitted - can I still fly?

As above we recommend that you contact your insurance company in the first instance. If the plaster cast has been fitted within 48 hours of your flight it must be a split cast to enable you to travel. We also recommend that you obtain a Fitness to Fly certificate from your doctor, as without this we may not allow you to travel.

I have chicken pox - can I still travel?

For the safety of all of our customers, it must have been 7 days since the first spots appeared before we would consider carrying anyone with chicken pox. We would also ask for a Fitness to Fly certificate from your doctor to confirm this.

I have a nut allergy - do you sell nuts on board?

Yes we do sell nuts onboard our flights. If you make our call centre aware of your allergy at the time of booking and also mention this to the crew on boarding the aircraft, we will endeavour to refrain from selling nuts onboard your flight and we will also ask other customers to refrain from eating nut products. We should point our that we cannot guarantee a nut free environment and customers are free to consume their own food onboard.

Due to my medical condition, I need to carry extra baggage. Can you increase my personal baggage allowance in these circumstances? - See more at:

We will carry up to two pieces of mobility equipment which are essential for your journey, without charge. In addition, we will consider all requests to carry medical equipment without charge on a case by case basis, taking into account your individual needs. Carriage of any non-essential mobility or medical equipment, in excess of the standard baggage allowance, will be subject to the standard excess baggage rate per kilo. Carriage of all mobility and medical equipment will be subject to available space on the aircraft. If space is not available, the equipment will be sent on the next available Jet2.com flight. Carriage of all mobility and medical equipment will be subject to the provisions for checked and unchecked baggage set out in the Montreal Convention 1999. Please ensure you have appropriate insurance in place to cover you for any eventuality

If our flight is delayed or diverted, what special assistance can you offer me?

While it is rare for our flights to be delayed or diverted, such disruptions can happen for any number of different reasons. We have appointed handling companies at airports to look after our customers on our behalf, in these circumstances. If you are registered disabled, or have other special assistance requirements please contact a member of our staff or our appointed Ground Handling Agent who will try to offer extra assistance.

Can I travel with an assistance dog?

With the exception of registered guide dogs accompanying a person with seeing or hearing disabilities, no animals are permitted to be carried in the cabin. Subject to availability, Jet2.com may carry guide dogs free of charge on UK domestic flights. Flights must be booked through our Assistance line on +44 (0) 800 408 5591 or +44 (0)203 059 8337 if calling from overseas so that appropriate arrangements can be made. Unfortunately we do not offer carriage of guide dogs on international flights where national rules do not permit it.

Can I carry ashes onboard the aircraft?

We do permit the carriage of ashes onboard our aircraft and we will endeavour to pre-board any customers carrying ashes. We would ask that you contact our call centre so that necessary arrangements can be made.

Can I fly safely after I have been on a diving holiday?

We recommend that you check with your diving instructor as to the amount of time you need to leave between diving and flying. The time required can vary between 24 and 48 hours.

Medical Information Form

If you have special medical requirements, you must contact our Call Centre before making a booking. They may ask you to pass the form below (Part 2) to your GP for completion and return to us. You can download & print the form via the link below.

When completed, please post back to the address below, marking the envelope "Medical in Confidence".

Customer Support
PO Box 304
Leeds
LS19 9DY
England

Medical information form

Adobe Acrobat is required to view the form above, download Adobe Acrobat here

European Health Insurance Card (EHIC)

What is an EHIC?

An EHIC is a European Health Insurance Card. If you have one, it will entitle you to state healthcare across European Economic Area countries. Your card will cover you for medical treatment you need during your stay abroad.

How do I apply for an EHIC?

You can apply for an EHIC free of charge at www.ehic.org.uk/Internet/startApplication.do

You can also apply by phoning 0300 3301350, or you can download an application form, complete it, and send it to:
NHS Business Services Authority
European Health Insurance Card
EHIC applications
Bridge House
152 Pilgrim Street
Newcastle Upon Tyne
NE1 6SN

Do I need travel insurance if I have an EHIC?

The EHIC is not a replacement for travel insurance. It does not cover private medical healthcare (which is the only option in certain countries). It also does not cover any medical costs for being flown back to the UK for treatment, and it does not cover lost baggage, documents or holiday cancellations. Jet2.com offers travel insurance at Jet2insurance.com