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Information for disabled passengers and passengers with reduced mobility

Last updated: 21/07/2014

We work hard to make sure that all our customers have a smooth and pleasant journey, whatever their needs.

 

If you have a disability of any kind, or your mobility is reduced, there are a range of services to help you at the airport and on board our planes.

 

We’ve put together this document to answer any questions you have about your journey. As well as general information about flying with easyJet, you will find specific and more detailed information which will help you plan your journey with confidence.


 

Our Special Assistance Team

If you have any questions before or after you have made your booking, you can always call our Special Assistance Team. They are available 7 days a week from 8.00 am to 8.00 pm and their contact details can be accessed by clicking this link.

 

Contents

 

 


 

How do I prepare for my trip?

The airports that we fly from and arrive at are responsible for providing the assistance you need to help you through the airport and to and from your plane. See ‘At the Airport’.

If you let us know what help you need at least 48 hours (2 days) before your flight is due to leave, we will forward this information to the airport. The assistance provider at the airport will give you the help and services you need and provide any necessary equipment.

If you give less than 48 hours’ notice, the airport may not be able to provide the service as promptly as you need. So please always think ahead and tell us how we and the airport can best assist you.

It is really important that you give us the right information about your needs so that we can be sure that your journey goes smoothly. For example, always be realistic about how far you can walk, as there are long distances to departure gates at some airports.

How do I arrange the assistance I need?


Whether you make your booking on the easyJet website (easyJet.com) or through our contact centre, at the airport or through a travel agent, there are some tips that will help to make sure that you get the help you need.

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When booking


To make your booking online, login to easyJet.com, choose the flights you want and fill in all the details requested. You will get to a section called ‘Special needs and access requirements request’. That will give you a range of options to identify your needs. Tick all the boxes that apply to you.
If you tell us that you are travelling alone, you will be asked to confirm whether you are able to manage important safety activities on your own (see also ‘Will I need someone to travel with me?’).

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After booking


If you didn’t indicate your needs at the time you made an online booking, you can add them afterwards.

  • Go to ‘My easyJet’ on our website, locate your booking, and then go to ‘Your itinerary’ in the bottom right hand corner of the page.
  • Choose ‘Specific needs and access requirements’ and select ‘Special Service Request’.
  • Select the passenger who needs assistance and click on the ‘Add request’ button next to the assistance you want.
  • Finally, confirm your request by clicking on ‘Done’ at the bottom of the page.


If your booking was made through our contact centre, at the airport or by a travel agent you can request assistance by contacting our Special Assistance Team.

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What information will I be asked to give?


The kind of information you will be asked when you make your booking includes the points listed below.


If you have walking difficulty or use a wheelchair

  • Do you need help to go through the terminal?
  • Can you walk up/down steps onto/off the plane or will you need assistance?
  • If you need a wheelchair will you be bringing your own?


If you are bringing your own wheelchair

  • Is your wheelchair manual or powered?
  • Can your wheelchair fold up?
  • How big is your wheelchair and how heavy is it?
  • For powered wheelchairs: What type of battery does it have? (This information should be written on your chair or in the handbook that came with it.)


If you are blind or partially-sighted

  • Will you need assistance to guide you through the airport?
  • Are you travelling with a guide dog?

If you are deaf or hard-of-hearing

  • Will you need assistance to make your way through the airport?
  • Are you travelling with a hearing dog?


If you have a learning or cognitive disability

  • Will you need assistance to make your way through the airport?


If you are not sure if your needs have been understood then please call our Special Assistance Team to tell us what you need.


More information is available in ‘Additional information for disabled passengers and passengers with reduced mobility’.

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Do I need to choose a seat?

 

If you have told us about your needs, we will allocate a suitable seat for you free of charge. See also ‘Will my seat be suitable?‘.

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Will I need someone to travel with me?


We may require you to travel with a companion for your own safety and that of other passengers. That person would be responsible for assisting you in the event of an emergency if you are unable to help yourself.


Generally, the people who are likely to need a companion are those who:

  • have a severe learning or cognitive disability which prevents them from understanding or reacting to safety instructions; or
  • are both blind and deaf so they are unable to understand and react to safety instructions; or
  • have a disability that prevents them from moving without assistance to reach an emergency exit.


To decide whether you need to travel with a companion, think about whether you can manage the following activities without help. Can you:

  • fasten and unfasten your seat belt?
  • take out and put on your lifejacket?
  • leave your seat and get yourself to an emergency exit (this does not need to be by walking)?
  • put on an oxygen mask?


If you do need someone to travel with you, that person must be over 18 years old and physically capable of helping you in an emergency.


If we ask that you have a travelling companion for safety reasons, we will guarantee that the cost of the companion’s seat is the same price that you paid, regardless of when the flight was booked.

If we become aware only when you are at the airport to take your flight that you need to have a travelling companion for safety reasons, it is possible to ask another passenger travelling on the same flight if they will take that responsibility in the event of an emergency.


If you are not comfortable with this arrangement, or if none of the other passengers is willing to volunteer, then it may be necessary to refuse you permission to fly for safety reasons. You should also be aware that you may secure a volunteer on the outward leg of a flight but not on the return leg.


Because of the uncertainty involved, it is very important that if you cannot manage the activities described above without help, you should plan in advance to find someone to travel with you.


If you take a chance on being able to fly unaccompanied in spite of being unable to meet the requirements, you do so at your own risk and may be disappointed or inconvenienced.

 

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What assistance will I get at the airport?


There is assistance available if you need it to get around the airport. Under European law airports in Europe have to make available assistance to help you:

  • get from your point of arrival at the airport you are flying from (car park, station, drop-off point, etc.) to the Bag Drop;
  • go through customs and security to the boarding gate;
  • get on board the plane and into your seat;
  • stow your hand luggage in the overhead locker;
  • get off the plane after landing;
  • retrieve your baggage and any mobility equipment;
  • bring you to the point at which you leave the airport.


At most airports within the European Union, you should be able to find clearly marked Call Points where you can announce your arrival at the airport you are flying from and ask for assistance. For example, you should find Call Points in the long and short-term car parks, at the taxi rank or car drop-off point and at the entrance to the airport building. If it is a big and busy airport please make sure that you leave plenty of time to be collected from the Call Point.



If you have not given 48 hours’ advance notice that you need assistance, you will probably have a longer wait to get assistance and you risk being delayed or even missing your flight.

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What happens at check-in?


We recommend that you arrive at the airport 2 hours before your flight leaves to make sure that there is time to get the assistance you need. It is also important for you to have enough time to move through the airport without stress and worry.



If you are a wheelchair user travelling with your own chair, you should not leave it at the Bag Drop desk. Ask to keep it right up to the door of the aircraft. You’ll be more comfortable and mobile than you would be in an airport wheelchair and there is less risk of your chair being damaged by passing through baggage handling.



Please remember that the Bag Drop desks close promptly at the time shown on your confirmation e-mail.

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How much mobility equipment can I bring with me?



Your booking confirmation will tell you how much luggage all passengers are able to bring on board (both checked-in and hand luggage). In addition, if you have a disability or reduced mobility you can bring, free of charge:

  • 2 items of mobility equipment (for example wheelchairs, sports wheelchairs, walking frames, crutches, etc.).
    If you have more than 2 pieces of mobility equipment, you will have to pay for the additional equipment on the same basis as other passengers (see ‘hold baggage allowance’ on our website).

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What about medical equipment?


We will also carry free of charge any medical equipment that you need to have with you. This can include medication (including gel packs or cooler bags to maintain the temperature of your medication), food and specialist devices such as dialysis machines. You must pack these items separately from any other luggage that you want to check in and you must provide a doctor’s certificate confirming that you need these items for the duration of your time away from home.

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Will somebody stay with me all the time?



Once you have been helped to get through security and into the departure area, if there is time before your flight leaves you can choose to stay on your own, to go shopping or do whatever you want. The assistance provider should check back with you regularly to see if you need any further assistance and will agree with you a point and time to meet before boarding.



It is your responsibility to be at the agreed point at the right time.

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How do I board my flight?



Your flight may depart from a walkway connected to the terminal building. In this case you can use your wheelchair (with assistance if you need it) right to the door of the plane. At that point you will transfer from your own chair (with assistance if you need it) to a special ‘boarding chair’ which is designed to fit down the aisle of the plane. The assistance providers will take you to your seat using this chair and lift or assist you into your allocated seat. They will also stow your hand luggage in the overhead locker.


If the plane is leaving from a remote stand (away from the terminal building), there will be stairs from the ground to the door of the plane. If you cannot manage stairs you will be taken to the plane in a vehicle called an ambulift, which can be raised up to the height of the plane door so that you can transfer into a boarding chair in the cabin of the ambulift and be taken to your seat.



However you get on board, your own wheelchair should only be taken from you at the door of the plane and loaded straight into the hold. You will get it back at the door of the aircraft when you arrive at your destination.



If you can manage steps and stairs but need help with the long distances in some airports, you will be given a ride in an airport buggy or in a wheelchair to get to your departure gate. If the plane is at a remote stand, you will be taken there either with all the other passengers in a low floor bus or in a special bus with a lift if the ordinary passenger transfer bus is not accessible. You will be helped to manage the stairs to get on board.

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What help is available on-board?


It is important to note that our cabin crew cannot provide assistance with eating, drinking or taking medication. Nor can they give assistance in the toilet or any other form of personal care (although our cabin crew can help you get to the toilet). If you need help with any of these activities, you should travel with a companion.

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Will my seat be suitable?


If you tell us about your needs when you make your booking, we will allocate a seat that is suitable for you without charge. We will seat anyone with a disability or reduced mobility near to the on-board toilets and next to any passenger travelling with you. The seats we allocate will generally have liftable armrests to make it easier to get in and out.


If you have any additional needs that you think we should know about when we are allocating your seat, please contact our Special Assistance Team (see page 1).


If you want a different seat to the one we have allocated, but you do not need it because of your disability, you will be asked to pay for it on the same basis as other passengers using our allocated seating system.


The minimum seat dimensions on board an easyJet flight are as follows:

  • Pitch (distance between the back of your seat and the back of the seat in front): 29’ (about 72.5 cm);
  • Width (distance between armrests): 17.5’ (about 44 cm).


If you cannot fit into a seat of this size you may need to buy a second seat. You can do this by calling the Special Assistance Team.


If you have limited mobility for any reason you will be unable to sit in the emergency exit rows. This is a standard safety practice followed by all airlines.

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Can I bring seat supports or cushions to make myself more comfortable?


Comfort aids (such as cushions) can be used on board provided that the aircraft seat belt can still be used.


There are also some extra support systems that you can bring and use:

  • Crelling harness;
  • Burnett body support;
  • Travel chair;
  • Child car-seats;
  • CARES harness.

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Can I get to the toilet?


We will do our best to give you a seat close to the toilet on board. If you need to use the toilet, our cabin crew will be able to assist you to get to/from the toilet door but they cannot give you any assistance using the toilet. This is one very important point to think about before deciding if you need to travel with a companion.

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You should also note that we do not carry on-board wheelchairs so we can only help you reach the toilet if you do not need a wheelchair.


With this in mind, it is important to check the scheduled length of your flight when planning your journey, and to allow additional time before take-off and after landing when you may be on board the aircraft and not able to get to a toilet.


Currently the longest scheduled easyJet flight is 6 hours.

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Additional information for disabled passengers and passengers with reduced mobility



Wheelchair users


easyJet will carry 2 wheelchairs (manual or powered) or other pieces of personal mobility equipment free of charge. There is no size or weight limit on the wheelchairs that we carry (but see ‘Powered wheelchairs’ below).



Although both easyJet and the airport will do everything they can to avoid any damage, we recommend that you keep with you in your hand luggage any items that could be lost such as pressure-relief cushions, removable footrests, etc.

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Manual wheelchairs


In most airports, you can keep your manual wheelchair with you up to the door of the aircraft. Your manual wheelchair should be returned to you as soon as you leave the aircraft.



It is very helpful when you are booking if you specify the type of wheelchair, its dimensions, its weight, and whether it is foldable.

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Powered wheelchairs

Although you will normally be able to remain in your own wheelchair up to the door of the plane, if you have a heavy powered chair that requires special handling it may sometimes be necessary to take it from you at an earlier stage so that it can be safely loaded.


It is very important that you book no less than 48 hours (2 days) before you are due to fly so that we can make the best possible arrangements and let you know if there is likely to be a problem.


If you do not let us know in advance that you are travelling with a powered wheelchair, there is a risk that you will not be allowed to fly if the battery on your chair is not safe (see ‘Safety rules on wheelchair batteries’ below) or if there are already powered wheelchairs on board.


Safety rules on wheelchair batteries


There are two types of batteries:

  • Wet-cell batteries: these are not allowed on board easyJet flights
  • Dry-cell batteries (including lithium batteries)


For chairs with dry-cell or lithium batteries:

  • the battery can remain attached to the wheelchair provided that it is secure;
  • the terminals do not need to be disconnected if they are already inside a cell case or isolated (to avoid any short circuits);
  • the motor must be disengaged.

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Blind or partially-sighted people


Assistance is available at all departure airports from the moment you arrive to the time you take your seat on the plane.


The same service is available to help you from the plane, through baggage reclaim and immigration to the point where you leave your destination airport.

To help us help you, please ask for assistance at the time of making your booking or no less than 48 hours (2 days) before you fly.


On board the plane, the cabin crew will take you through the safety briefing and will help you to locate the oxygen mask and life jacket and fasten your seat belt. They will also explain to you where your seat is located in relation to the emergency exit and the toilets.


The cabin crew will help you make your way to and from the toilet.


If you purchase food or drink, the cabin crew will help you to identify and open packaging etc.

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Guide dogs


If you are travelling with a guide dog, please let us know in advance so we can make sure that you have a suitable seat with as much space as possible for the dog.


The dog must not obstruct the aisle at any time and cannot be allowed onto a seat.


More information is given under People travelling with an assistance dog.

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People who are deaf or hard-of-hearing


Our cabin crew has been trained to communicate with passengers who are hearing-impaired. Some cabin crew members may also be able to communicate in British Sign Language.


Please let us know in advance if you need any additional assistance in understanding the safety briefing or with any other aspect of the journey.

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People who have a learning or cognitive disability



If you have a learning or cognitive disability or a condition such as dementia, you should only travel alone if you are able to understand and react to safety instructions on board.


It is also very important to think about all aspects of the journey, including finding your way through the airport and all the procedures such as security, which can be confusing and stressful. People with conditions such as dementia (including Alzheimer’s disease) are particularly at risk in the busy surroundings of a big airport and it is highly advisable that you travel with a companion.


If you have a learning or cognitive disability and you are travelling alone, assistance should be booked no later than 48 hours (2 days) in advance. Assistance can be made available at both the airport of departure and the airport of arrival, including baggage retrieval.


It is also very important that cabin crew are aware of the needs of any passenger with a learning or cognitive disability so they can provide additional information or assistance.

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People with respiratory (breathing) problems


With the exception of emergency situations we do not provide supplementary oxygen. Small compressed air or oxygen cylinders are permitted in hand baggage for personal medical use only. Please note that they must not exceed 0.5 metres in length, with a maximum diameter of 250 mm.


You will need a medical certificate confirming the cylinders are required for medical reasons and that you are fit to fly. You are permitted to carry a maximum of 2 cylinders and they must be placed in the overhead locker or under the seat. If you are carrying oxygen cylinders please tell the cabin crew when you are boarding.



Oxygen concentrators (either mains or battery powered) are permitted on board and medical certification is not required. Batteries will have to be used if you need oxygen on board (be sure the batteries have enough power for the duration of the trip, including possible delays).



Chemical oxygen generators are not permitted.

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People with artificial limbs


Gas cylinders worn for the operation of mechanical limbs and spare cylinders of a similar size may be carried to ensure an adequate gas supply for the duration of the flight.

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People travelling with an assistance dog


If you need to travel with a guide or assistance dog you can do so on the routes detailed below.

  • All flights starting and finishing within the EU (excluding the United Kingdom and Ireland), plus Croatia and Switzerland.
  • All UK domestic flights (including Northern Ireland)


International carriage between the UK and other EU countries, Croatia, Norway or Switzerland is subject to the UK Pet Passport Scheme.



The dog, together with containers and food, will be carried free of charge in addition to the normal free baggage allowance.



Travel is subject to the following restrictions:

  • Guide or assistance dogs will only be permitted to travel if you are in possession of an official document provided by a recognised assistance dog training organisation. This must confirm that the dog is a fully-trained assistance dog or is under the control of a trainer. The dog must also be wearing a standard identifying jacket or harness. Please note that on international flights between the EU (plus Croatia, Norway and Switzerland) and the UK, guide or assistance dogs are subject to the UK Pet Passport Scheme. It is your responsibility to ensure that your guide or assistance dog fully meets the requirements of the Pet Passport Scheme.
  • easyJet cannot accept liability for any animals which are not correctly documented and we recommend that you contact the airport authority of the UK airport in advance of travel in order to confirm Pet Passport details. Contact details are available via the airport websites, or you can get advice from the UK Guide Dogs for the Blind Association or from the Defra Pet Travel Scheme helpline.
  • Please advise us no later than 48 hours before your flight is due to leave if you are travelling with a guide or assistance dog. If you didn’t let us know when you booked, login to My easyJet and locate your booking. Go to the ‘Your Itinerary’ section in the bottom right hand corner, select the ‘Specific needs and access requirements’ icon and click the ‘Special Service Request’ link. Choose the passenger who will be travelling with the guide or assistance dog and select the ‘I am travelling with a registered assistance dog’ option. Finally, confirm your request by clicking on ‘Done’ at the bottom of the page. Please be aware that the request can be added online only for bookings originally made on easyJet.com. If your booking was made by another method please contact our Special Assistance Team who will be able to help you.
  • Please make sure you check in at least 2 hours before your flight is due to leave.

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