Wheelchair assistance and mobility services

Bringing your wheelchair or mobility device

You can bring your wheelchair or other mobility device for free. This is on top of your regular checked baggage. This includes:

• Manual and electric wheelchairs

• Walkers, canes, crutches

• Special devices like gait trainers or upright walkers

  It doesn’t matter if the device folds or not. To make things easier, please let us know about your device at least 48 hours before you travel.

How to let us know

• When booking your flight: Check the box that says "Passenger with Special Needs" and give details about your wheelchair or the help you need.
• After booking: You can go to Manage My Booking or contact our Call Centre to add or update this information.

Booking a flight online with a wheelchair

When you book your flight on our website or mobile app, please follow these steps if you’re travelling with a wheelchair:

1. Select "Passenger with Special Needs", when filling in your passenger details.

2. Tell us about your wheelchair

   Let us know:

• Is it a manual wheelchair or an electric (mechanical) wheelchair?

If it’s an electric wheelchair:

You must tell us what kind of battery it uses:

• Wet-cell batteries: Not allowed on any flights.
• Dry-cell or gel-cell batteries: Allowed, but you must notify us at least 48 hours before your flight. You’ll also need to send us a battery certificate and get airline approval.
• Lithium-ion batteries: Allowed, but you must notify us at least 48 hours in advance, and send a battery certificate for airline approval. The battery must meet these limits:
  • If the battery is removable: Maximum 2 x 160 Wh or 1 x 300 Wh, and it must be well packed.
  • If the battery is non-removable: The wheelchair must be able to fit through the cargo doors.

Important:

• Before you travel, check that your battery is set to flight-safe mode.
• For safety, we can only check in and transport electric wheelchairs if the battery is correctly prepared.

Travelling with an assistant

If you are a passenger with a disability or reduced mobility and are travelling with someone who is assisting you, we will do our best to seat you together. However, this cannot always be guaranteed, so please contact us as soon as possible so we can arrange this for you.

Requesting Assistance

If you need help during your journey, you can request it in two ways:

• Click the “Request Assistance” button and fill out the form. In the form, choose the option “Other” to explain what kind of help you need.
• Or contact us directly by phone +371 6700 6006.

Checking In your wheelchair or mobility device

To make sure everything goes smoothly, please follow these steps:

• Arrive early: Come to the airport at least 2.5 hours before the flight
• Check-In desk

Go to the check-in counter where our staff will:

• Check the details of your wheelchair or mobility device
• Attach a baggage tag

Using your own device at the airport:

• If you have a manual wheelchair, walker, cane, or crutches, you can use them all the way to the boarding gate or check them in at the desk.
• If you have an electric (mechanical) wheelchair, it must be checked in at the counter.

Important:

• Before check-in, make sure your wheelchair battery is set to flight-safe mode.
• We can only check in and transport your electric wheelchair if the battery is properly prepared and safe for flying.
• Detachable parts of the wheelchair like cushions or side guards can either be taken with you on board or checked together with the wheelchair.

Boarding and assistance at the airport

After your wheelchair is checked in, you can use an airport wheelchair, and if you have requested help, the airport staff will assist with:

• Carrying your bags
• The check-in and security process
• Getting to your gate and onto the plane

Security checks:

All passengers go through airport security. If you have limited mobility, the airport staff might do a manual search to help with the process safely and respectfully.

In-Flight assistance

• Our cabin crew will know about your needs and seating arrangements in advance. They are ready to help you during the flight.

What our flight attendants can help with:

• Assisting you to your seat
• Getting your carry-on items from the overhead bin
• Opening food and drink packages

What they cannot help with:

• Personal care, such as using the lavatory or eating
• Giving medicine

For this kind of help, we recommend travelling with a companion who can assist you if needed.

Aisle wheelchair during the flight

• You can request an aisle wheelchair during the flight to independently transfer and access the lavatory during the flight.

When you land

• Your wheelchair or mobility device will be returned to you as soon as possible after landing.
• If you have requested assistance in advance, you will receive help with:
  • Getting off the plane
  • Using an airport wheelchair or motorized cart (if available)
  • Reaching baggage claim or your next transportation