Frequently Asked Questions

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Medical & Special Assistance

Fitness to Fly

You need to be satisfied that you are medically fit to travel by air, and / or that all precautions recommended by your doctor are taken before, during, and after your flight. If you have any doubts, please contact our Special Assistance Team before making any bookings to discuss your requirements further. Please note that we do reserve the right to refuse travel should we believe that you are not fit to fly.

Travel Insurance and European Health Insurance Cards
We strongly recommend that you take out sufficient travel insurance for your journey, and that it covers situations such as unscheduled flight diversions or changes to your travel plans due to illness. We also recommend that your travel insurance is valid from the point of booking, as changes to travel plans due to illness may occur before you travel.

A European Health Insurance Card (EHIC) will entitle you to state healthcare in countries which belong to the European Economic Area; you can find further information and apply for an EHIC here. Please note that an EHIC is not a replacement for travel insurance, and it does not cover private medical healthcare, which may be the only option available to you in certain countries. It also does not cover repatriation costs, lost baggage and documents, or holiday cancellations. offers travel insurance at

Fit to Fly Certificates
A Fit to Fly Certificate may be needed for certain medical conditions. You can find more information about such conditions in the below sections of these FAQs, or by contacting our Special Assistance Team directly.

If you need a Fit to Fly certificate, it must be provided by a Doctor (or Midwife for pregnancy cases) on Surgery / Hospital headed paper, and be dated within 30 days of departure.

Medical Information Forms (MEDIF)
For more complex medical cases, you may need a MEDIF and pre-approval to travel by air. Please contact our Special Assistance Team directly to discuss your requirements.

If you need a MEDIF, you can download the required form here. Please ensure that your doctor has completed the form in full, and included all of the information below:

  • Doctor’s signature
  • Dated within 30 days of travel
  • Stamp from the doctor, doctor’s surgery, hospital, or clinic - in the event they do not have a stamp, the doctor must sign the MEDIF and also attach an additional document, such as a business card or sheet of headed notepaper, bearing their signature
  • Confirmation of fitness to fly - please ensure that your doctor includes a clear prognosis for the flight under section 06 of the MEDIF, as without this we are not able to grant medical clearance

Please return the completed form to the address below, and our Special Assistance Team will contact you upon receipt: Special Assistance Team, Holiday House, Ingram Street, Leeds, LS11 9AW, England.

Please note that any costs for a medical professional to complete a Medical Information Form, or provide a Fitness to Fly certificate, lie solely with the customer and cannot be reimbursed by us.

Travelling Unaccompanied
We require you to travel accompanied if you are unable to carry out the basic safety requirements unaided, such as fastening a seat belt, fitting an oxygen mask in an emergency situation, or reaching an emergency exit unaided.

We also require you to travel accompanied if you need personal care - for example, assistance in using the toilet or eating during the flight. We will always try to seat you and your carer together and ask that you contact our Special Assistance Team in advance to discuss your requirements.

Mobility Assistance

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 invariably 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.

Booking Assistance
You can book mobility assistance online by ticking the wheelchair requirement box at the time of making your booking. 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 wish to speak to a member of our team, please contact our Special Assistance Team directly.

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 ensure you have taken out suitable insurance as an airline’s liability is limited by the Montreal Convention.

To assist with the safe stowage of your equipment, 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 refer to the section 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 on the market, 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 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 aids 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 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.

In all cases, we must be satisfied that the mobility device has been made safe before we load the device onto your aircraft. 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 aid. 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:

Non Spillable (SLA) Batteries (inc. Dry Cell & Gell Cell) Lithium Batteries
Where the mobility aid is specifically designed to allow the SLA 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. will not provide the packaging; this must be provided by you.

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 battery remains connected to the wheelchair, there is no watt hour maximum limit.

Please contact our Special Assistance Team for advice on the carriage of wet cell batteries.

On Board the Aircraft

Seating on Board
If you require walking aids or have limited mobility, due to safety regulations you may not be able to sit in an aisle seat, and you may be asked to sit in either a window seat or a middle seat if you are travelling with a companion.

Because all of our extra legroom seats are classed as emergency exit rows, we regret that we are unable to offer extra legroom seats to assistance customers.

Onboard Wheelchairs (Aisle Chairs)
The majority of our aircraft are equipped with aisle chairs as standard. If you need to guarantee that an aisle chair will be available on your aircraft, please contact our Special Assistance Team before you travel.

Disability Harnesses / Support Seats
Customers who are unable to sit upright in an aircraft seat without assistance need to provide their own harness or support seat for use on board.

Due to the variety of harnesses and supports available on the market, you must contact our Special Assistance Team in advance of travel so that we can ascertain whether your harness is compatible with our aircraft seats.

The harness must be fitted by a carer, and must not prevent you from using the aircraft seat belt.

A window seat will be allocated to any customer who needs a harness or support. Should the harness or support fasten around the back of the seat, for safety reasons we will either allocate a seat at the rear of the aircraft, or leave the seat immediately behind vacant. For this reason, we advise you to contact our Special Assistance Team as early as possible in order to discuss your requirements in detail.

Common Medical Conditions

Chicken Pox
For the safety of all our customers, at least 7 days must have elapsed since the first spots appeared, with no others forming, before we are able to consider carrying anyone with chicken pox. We would also ask for a Fit to Fly certificate from your doctor to confirm this.

Nut Allergies

We do sell nuts on board our flights. However, if you make our Special Assistance Team 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 on board your flight and will also ask other customers to refrain from eating nut products. We should point out that we cannot guarantee a nut free environment on board, and customers are free to consume their own food.

If you carry medication for nut allergies, such as an EpiPen, it is very important that if you bring this with you on board the aircraft. If we are made aware of an allergy and you are not carrying your required medication, you may be refused travel.

Plaster Casts
We strongly recommend that before travelling you contact your insurance company in the first instance.

If your plaster cast has been fitted for more than 48 hours at the time of travel and there are no complications, then there are no restrictions on travel. Casts should be loosely fitted to allow for expansion and swelling at high altitudes.

If the plaster cast has been fitted within 48 hours of your flight, you will require a Fit to Fly certificate, signed and dated by a medical professional. You may then travel with a split cast providing you are able to exit the aircraft unaided, or have a companion to assist you, or have been pre-approved by our Special Assistance Team.

If the break has needed surgery or there have been additional complications, you will need to obtain a Medical Information Form from our Special Assistance Team.

Please note that in all cases you need to be able to bend your knee to enable you to sit in the aircraft seat.

Customers who are pregnant may travel with, but additional conditions may apply depending on the type of the pregnancy and the stage at which you are planning to fly, as detailed below:

Type of pregnancy No Restrictions & Fit to Fly not Required Fit to Fly Required Travel not permitted
Single pregnancy Up to 27 weeks (inclusive) 28 – 35 weeks (inclusive) 36 weeks or greater
Multiple pregnancy Up to 27 weeks (inclusive) 28 – 33 weeks (inclusive) 34 weeks or greater

Carriage of Oxygen and Medical Equipment

We only carry oxygen for emergency use on board our aircraft and are unable to supply oxygen for your personal use in non-emergency situations. If you have a medical condition that requires the use of supplementary oxygen on board, you will need to bring your own supply, which must be preapproved for carriage in advance of travel.

Please contact our Special Assistance Team to discuss your requirements, as we will require a Medical Information Form (MEDIF) from your treating Doctor prior to us being able to give approval.

Please note that liquid oxygen systems are forbidden for carriage on aircraft.

Portable Oxygen Concentrators (POC)

Currently there are only a small number of POCs 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 Special Assistance Team to discuss your requirements in more detail.

All essential medications required for the duration of your trip should be carried 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 their original containers. Note that bottles and packaging may need to be opened by airport security during screening.

Medical Syringes
If your medical condition requires you to carry syringes, needles, insulin pens, EpiPens and associated medication in the aircraft cabin, you must carry a letter from your doctor confirming this. If injections are required during the flight, they must be self-administered. As security screening at airports is outside the control of, 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 through security.

You must declare that you are carrying needles at check-in, airport security, and to our Cabin Crew when boarding the aircraft.

Miscellaneous Medical Equipment
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 medical equipment which exceeds your baggage allowance will be charged for in line with our excess baggage policy.

Carriage of all medical equipment is subject to space and availability on board the aircraft. It is also 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.

We regret that we are unable to carry stretchers on board our aircraft.

Assistance Dogs

We are pleased to carry registered assistance dogs when accompanying customers who require them on all flights where national rules permit. We regret that we are unable to carry any other animals on board, either in the cabin or in the aircraft hold.

Assistance dogs must be trained and registered with an approved organisation, have been microchipped, hold a valid pet passport, and have been vaccinated against rabies.

Because assistance dogs must be pre-approved in advance of carriage, please contact our Special Assistance team to discuss your needs further.

Hidden Disabilities

We recognise that everyone’s needs are different, and that air travel can be stressful for some of our customers. Our friendly Customer Helpers have all received training on hidden disabilities and will do everything possible to help you and make your experience as easy as possible. Please contact our Special Assistance team before travel to ask us about any specific requirements, or just make us aware when you arrive at check-in, and we’ll make every effort to accommodate your needs throughout your journey.

Contact our Special Assistance Team

To pre-book mobility and all other types of assistance, or to discuss your needs further, please contact our Special Assistance team on the following number:

  • UK Freephone: 0800 408 5591
  • If calling from abroad: +44 (0)203 059 8337

Telephone lines are open:

  • Monday to Friday: 08:00-21:00 (UK Local Time)
  • Weekends: 09:00-18:00 (UK Local Time)