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Types of assistance
If you or any of your party are in need of assistance throughout your journey, we’re here to help. We offer three main levels of mobility assistance from:
We generally rely on specialist third parties to provide mobility assistance at airports, who are often appointed by airport authorities. It’s important we’re made aware of your requirements at least 48 hours in advance of travel, so we can make sure you’re provided with the right level of assistance.
You can find more special assistance information on each airport’s individual website or when you visit our airport information pages.Booking assistance
You can book mobility assistance by phone on 0800 408 5591.Travelling with mobility equipment
We’ll carry up to two pieces of mobility equipment per person free of charge in the plane hold, as long as there’s available space. If your mobility equipment is worth more than £1,100, please make sure you’ve taken out suitable insurance as an airline’s liability is limited by the Montreal Convention.
To help us safely store your equipment onboard, please tell us all the relevant information over the phone on 0800 408 5591 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 plane hold doors. If you’re carrying a manual aid that weighs over 32kg, please let our Special Assistance team know when you book.
Travelling with an electric mobility device
We can only carry battery-powered mobility devices if your mobility is restricted by either your disability, health, age or a temporary mobility problem. Due to the size of our plane, all devices must reduce in height to 81cm high or less to fit through the plane 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’ll 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.
Due to the variety of devices available, it’s essential that you give us the correct information about your device at least 48 hours before travel. Please contact us on 0800 408 5591.
Electrical circuits must be inhibited to stop accidental operation – how you do this can vary by device. 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 during a flight by accidental movement of baggage or cargo, so further steps may be needed 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 don’t necessarily need to be disconnected because if it isn’t done correctly, it could increase the risk of fire. On other models where the terminals are exposed, you may need to insulate battery terminals, e.g. with electrical insulating tape.
You need to make your mobility device safe before your flight, as we’re not obliged to. Once we’re happy that it has been, we’ll load it onto the plane. If we’re not satisfied that it has been made safe, we won’t be able to store your mobility device onboard. Other factors which could stop the carriage of an electric mobility aid include the dimensions exceeding the cargo door dimensions, the tare (unladen) weight exceeding the plane loading limitations or insufficient space being available on the plane 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 and gel cell) and nickel-metal hydride batteries
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. by using electrical insulating tape), be carried in a strong, rigid and weatherproof box, and will be loaded in the plane hold.
We won't 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 plane hold.
Installed batteries must remain securely attached to the chair.
Where the mobility aid provides adequate protection for the battery(ies) required for operation, it may remain attached to the device; there is no maximum watt hour limitation for a lithium battery(ies) which remains attached to a device.
Where the mobility aid cannot provide adequate protection for the battery(ies) required for operation, it must be removed from the device - in this case, the battery(ies) must be no greater than 300Wh each.
In addition to a battery(ies) that is travelling with your mobility aid to power the device, you may also carry a maximum of one spare battery not exceeding 300Wh, or two spares each not exceeding 160Wh.
All spare and removed lithium batteries must be protected from short circuit (e.g. by using electrical insulating tape) and be carried in the passenger cabin.
Please contact our special assistance team for advice on the carriage of wet cell batteries.
While we’ll take great care with your device, please note that we have limited liability (approximately £1,100) for carrying electronic mobility devices. For that reason, if your device is worth more than £1,100, please make sure you’ve taken out suitable insurance that covers any damage to your device while travelling. You can find this by doing an internet search for ‘mobility device insurance’.
Travelling with a CPAP machine
If you’re travelling with a Continuous Positive Airway Pressure (CPAP) machine, you can travel with this in addition to your standard hand baggage allowance, free of charge. When travelling, please make sure you bring along a copy of your manual or a letter from your GP.