Types of Assistance
We are pleased to welcome customers who need assistance throughout their journey, and offer three main levels of mobility assistance from:
- Check-in to the top of the airbridge / bottom of the aircraft steps (WCHR)
- Check-in to the door of the aircraft (WCHS)
- Check-in directly to your seat in the cabin (WCHC)
We generally rely on specialist third parties to provide mobility assistance at airports, who are often appointed by the airport authorities themselves. It’s important we’re made aware of your requirements at least 48 hours in advance of travel, so we can ensure you are provided with the correct level of assistance to meet your needs.
You can find more information for Special Assistance customers on each airport’s individual website, or when you visit our Airport Information pages.
You can book mobility assistance by contacting our Special Assistance Team. Please note that our online booking system has a limited number of mobility places per flight, and if all the online mobility assistance places have been taken, or you’d like to speak to a member of our team, please contact our Special Assistance Team.
Travelling with Mobility Equipment
We will carry up to two pieces of mobility equipment per person free of charge in the aircraft hold, subject to the capacity of the operating aircraft. If your mobility equipment is worth more than £1,100, please make sure you have taken out suitable insurance as an airline’s liability is limited by the Montreal Convention.
To help with stowing your equipment safely, please give us all the relevant information at the earliest opportunity by contacting our Special Assistance Team, and in any case at least 48 hours before you travel.
Travelling with a Manual Wheelchair
If your device has a power pack, battery, or is powered in any way, please see the section below, Travelling with an Electric Mobility Device.
Manual wheelchairs must collapse to 81cm high or less to fit through the aircraft hold doors. If you are carrying a manual aid that weighs over 32kg, please inform our Special Assistance Team of this at the time of booking.
Travelling with an Electric Mobility Device
Battery powered mobility devices can only be carried when they are for use by a customer whose mobility is restricted by either their disability, their health or age, or a temporary mobility problem. Due to the size of our aircraft, all devices must reduce in height to 81cm high or less in order to fit through the aircraft hold doors. We can only carry a maximum of three powered mobility devices on a single flight, which will be accepted on a first come first served basis.
We will accept electric mobility devices containing non-spillable sealed lead acid (SLA / dry cell / gel cell) or lithium batteries; the carriage of wet cell batteries will be considered on a case by case basis only.
Due to the variety of devices available, it is essential that you provide us with sufficient and accurate information about your device at least 48 hours before travel. Please call our Special Assistance Team with the following information to hand:
- Make and model of motorised device - if your mobility device is a manual wheelchair with a separate battery pack, please provide us with the make and model of the battery pack
- Type of battery
- Number of batteries used to operate device
- Number of spare batteries
- The weight of your device in kilograms
- Dimensions in centimetres (max. height when reduced 81cm)
- Instructions on how to switch off and make your device safe for flight
- Instructions on how to collapse it to 81cm or less (if applicable)
Electrical circuits must be inhibited to prevent inadvertent operation - the means of inhibiting circuits to prevent the accidental activation of electric mobility devices vary. Some have a key that 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 may be 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.
The battery terminals of current models of electric mobility devices 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.
In all cases, we must be satisfied that the mobility device has been made safe before we load the device onto your aircraft. Jet2.com is not under obligation to make it safe, and if we are unable to satisfy ourselves that the device has been made safe, we will have no alternative but to refuse carriage of the mobility device. Other factors which could prevent the carriage of an electric mobility aid include the dimensions exceeding the cargo door dimensions, the tare (unladen) weight exceeding the aircraft loading limitations, or insufficient space being available on the aircraft at the time of booking.
Please note that there are restrictions surrounding the carriage of batteries, the most important of which are summarised below:
Where the mobility aid is specifically designed to allow the SLA or nickel-metal hydride battery to be removed, the battery must be protected from short circuit (e.g. using electrical insulating tape), be carried in a strong, rigid and weatherproof box, and will be loaded in the aircraft hold.
Jet2.com will not provide the packaging; this must be provided by you.
A maximum of two spare batteries can be carried. All spare batteries must comply with the above measures of protection, and will also be loaded in the aircraft hold.
Installed batteries must remain securely attached to the chair.
Where the mobility aid is specifically designed to allow the lithium battery to be removed, the battery must not exceed 300 Watt Hours.
A maximum of one spare battery not exceeding 300Wh, or two spares each not exceeding 160Wh, can be carried. All spare and removed lithium batteries must be protected from short circuit (e.g. using electrical insulating tape) and be carried in the passenger cabin.
If the mobility aid is specifically designed so that the battery is to remain connected, there is no maximum watt hour limitation.
Please contact our Special Assistance Team for advice on the carriage of wet cell batteries.
Finally, whilst we will take great care with your device, please note that Jet2.com has limited liability (approximately £1,100) for carrying electronic mobility devices. For that reason, if your device is worth more than £1,100, please ensure you have taken out suitable insurance that covers any damage to your device whilst travelling. You can find this by doing an internet search for ‘mobility device insurance’.