Travel should work for everyone
Some travellers need a little extra support to get through the airport and onto the aircraft comfortably. That might be because of reduced mobility, a visual or hearing impairment, a hidden disability or a medical condition. Whatever the reason, we want the journey to feel as straightforward as possible.
The key to getting it right is telling us in good time.
How to make a request
Open your booking in Manage Booking on our website or in the app and choose special assistance. Select the type of help you need for each passenger and add any details that will help the teams prepare. Please make your request at least 48 hours before departure.
If you are unsure which option fits your situation, our live chat in the app is available 24/7, and our phone service is open daily from 07:00 to 22:00 CET.
What to expect at the airport
At European airports, assistance is provided by the airport's own service team, working with us. When you arrive, go to the designated assistance point or check-in desk and let staff know you have booked assistance. They can help you through security, to the gate and onto the aircraft.
Please allow extra time on the day. Arriving early gives the team space to support you without rushing, especially at larger airports.
If you travel with a companion who helps you, let us know in the request so you can be seated together where possible. Guide dogs and recognised assistance dogs should also be included in the details you provide.
On board and on arrival
Our cabin crew will be informed of your request and can help you settle in, store your belongings and understand the safety information. On arrival, the destination airport team meets you at the aircraft and assists you to baggage reclaim, onward transport or a connecting flight.
If you travel with mobility equipment, include its details in your request so it can be handled properly.
Good to know
- Request assistance at least 48 hours before departure in Manage Booking.
- Include details of any mobility aid, such as its type and size.
- Arrive early at the airport and head to the assistance point.