FAQ (Special Assistance)
How do I request wheelchair service?
If you need wheelchair assistance, please make your request at least 48 hours before scheduled departure time. You may contact us via online chat. Our Customer Care representatives will guide you through the booking process. Advance notice is very important so that we can meet your needs and provide assistance when you arrive at the airport. Wheelchairs carried by Customers with reduced mobility will be shipped free of charge.
What are the restrictions of persons with disabilities or in need of special assistance?
Passengers with reduced mobility or medical conditions who are unable to complete any of the below tasks independently; are defined as “Special Assistance Customers”.
- Unfasten their seat belts
- Leave their seats and reach an emergency exit unaided
- Retrieve and fit their own lifejackets
- Put on oxygen masks without assistance
These passengers are required to fly with a Personal/Safety Assistant who must be 18 or above years of age and must be physically and mentally capable of providing the required assistance. They must not be seated at emergency exit rows or seated wherein they could obstruct emergency exits, impede the crew of their duties, obstruct access to emergency equipment or hinder aircraft evacuations.
For more details, please visit "Special Assistance".
Can I bring pets or assistance dog onboard?
We do not accept pets for carriage, whether in the cabin or as checked baggage.
Assistance dog is allowed, however, there are some restrictions and documentations required.
For more details, please visit "Travelling with a Guide Dog / Assistance Dog".
What are the requirements for pregnant Customers?
Depending on the gestation period, we may require a Doctor’s Certificate stating you are “fit to travel” that must be signed by your personal physician and issued within 7 days of your flight with us.
For details, please visit "Pregnant Customers".