Visually Impaired Passenger
Visually impaired passengers may request Meet and Assist service free of charge. Our attendant will assist you from check-in counter to boarding gate, and from arrival gate to arrival hall upon your arrival. For safety reasons, visually impaired passengers are not allowed to sit in emergency exit rows, whilst an aisle seat is recommended.
Guide Dog/Assistance Dog
While we don’t allow animals onboard, exception is made for a guide dog/assistance dog travelling with a visually impaired passenger in the cabin.
You must give an advance notice of 48 hours at the time of booking and submit the required documentation through our Service Centre.
Moreover, we can only accept guide dogs or assistance dogs which appear to be in good health and condition. A guide dog/assistance dog must be fully accredited by Assistance Dogs International, Assistance Dogs Europe or International Guide Dog Federation (IGDF). For more details, you may contact our Service Centre.
As restrictions on guide dogs and assistance dogs may vary per country, please ensure your dog meets all the regulations specified by the country of your destination.
Due to safety reasons, passengers with a guide/assistance dog are not allowed to be seated at emergency exit rows.
Passengers who use hearing aids or other battery-powered assistive devices may bring these devices onboard without advance notice. You may use your assistive devices throughout the flight if they meet all applicable batteries regulations and requirements, and provided that you bring your own power source.
Please note that our airport staff will assess whether a hearing-impaired passenger travelling alone requires a personal/safety assistant, if any doubt exists about the self-reliance of the passenger. Wheelchair assistance may only be offered to a hearing-impaired passenger if the passenger requests it themself.
Due to safety reasons, a hearing-impaired passenger is not allowed to be seated at the emergency exit rows.
Speech Impaired Passenger
In general, no special documentation is required for a speech impaired passenger when travelling with us. If you wish to request special assistance, please contact our Service Centre at least 48 hours prior to flight departure.
Passenger with Learning Disabilities
For passengers with intellectual or developmental disabilities such as Alzheimer disease, you may request assistance through our Service centre, at least 48 hours before your flight departure.
If you need support to understand or respond to safety instructions, you must travel with a personal and safety assistant during your flight as our crew may not be able to attend to passengers at all times.