Special assistance

From your outbound flight to arriving back in the UK at the end of your holiday, we offer special assistance at every step of the way to help your journey run as smoothly as possible. On this page, you can find everything you need to know about this service, including travelling with an assistance dog, whether you’re fit to fly and all our handy FAQs.

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Fit to fly

Pregnancy

We can’t carry expectant mothers after the end of the 35th week of pregnancy in the case of a single pregnancy, or the end of the 33rd week of pregnancy in the case of multiple pregnancies (for example, twins). After the end of the 27th week of pregnancy, expectant mothers must provide us with a doctor's certificate confirming their stage of pregnancy and that they are fit to fly, failing which, we reserve the right to refuse carriage.

Medical information

If you have any medical conditions which may affect your travel plans, or you require any form of mobility or special assistance during your journey, it’s important to let us know before you travel.

Plaster casts

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. If the plaster cast has been fitted within 48 hours of your flight, you will need a fit to fly certificate, signed and dated by a medical professional. In all cases, you need to be able to bend your knee so you can sit in the plane seat.

On the ground

If you or any of your party need assistance throughout your journey, we’re here to help. We offer three main levels of mobility assistance at the airport, and these include: check-in to the top of the airbridge/bottom of the plane steps (WCHR), check-in to the door of the plane (WCHS) and check-in directly to your seat in the cabin (WCHC).

In the air

We understand that customers who require special assistance or suffer from certain medical conditions may benefit from being allocated a specific seat onboard the plane. Please contact our Special Assistance team and we’ll do our best to allocate you a seat free of charge that best meets your needs.

Assistance dogs

Where allowed, registered assistance dogs can be carried on our flights. We don’t carry any other animals onboard.

Registered assistance dogs must be trained by an organisation that’s an accredited member of the International Guide Dog Federation (IGDF) or an organisation that meets the full membership criteria of Assistance Dogs International (ADI). Plus, they must be microchipped, vaccinated against rabies and hold a valid pet passport.

If you need to travel with a registered assistance dog on one of our flights, you must tell us in advance by calling us on 0800 408 5591 or messaging us on WhatsApp.

Do I need a fit to fly certificate?

How do I book mobility assistance?

Can I book an extra leg room seat if I’ve used mobility assistance?

I’ve got a nut allergy – what measures will be taken onboard to keep me safe?

Can I make the company aware that I’ve got a hidden disability?

Airport-specific assistance

Choose from one of our 10 airports

Belfast
Birmingham
Bristol
East Midlands
Edinburgh
Glasgow
Leeds Bradford
Liverpool
London Stansted
Manchester
Newcastle

Need further help?

You can message us on WhatsApp for airport assistance, assistance boarding the aircraft or if you need assistance due to a hidden disability. For anything else, such as adapted rooms and transfers, carrying oxygen onboard or if you are travelling with your own electric mobility device, please call us on 0800 408 5591 and a member of our dedicated Special Assistance team will be more than happy to help. And on the day of travel, you’ll find our friendly Red Team at the airport to help with any further queries you may have!

Special assistance

Special assistance