Access to air travel: guidance for disabled and less mobile passengers

Section 4: Pre-journey

4.1: Where to find information

It is important to be well prepared. Make sure you have all the information you need before you book your ticket. There are many sources of information available. A list of useful publications and organisations can be found in Annex 1 and Annex 2.

Information produced by travel agents, tour operators, airports and airlines should be clear and simple to use. They should also take reasonable steps to make sure that information is available in accessible formats, such as Braille, large print, using easy to follow pictures, on cassette, on computer disk or on an accessible internet site. This applies to general information as well as specific information about services or arrangements for disabled and less mobile people.

Most airports publish a booklet about facilities at the airport, including those for disabled and less mobile people. You can often get maps of airport terminal buildings, car parks and public transport station layouts from bus, coach and train companies.

It is important that you check with airlines if you need a particular service before booking as services provided can vary between airlines.

You should also check and book facilities and services, not only at the departure airport, but also at your destination and any other stops in-between.

4.2: Information and papers you might need to give

4.2.1: Passports and Visa

You will need a passport to travel abroad. If you do not have a passport, you will not be allowed to board the plane. When flying with some airlines you might have to show your passport even if you are only travelling within the UK.

You can get a passport application form from the Post Office. Do not leave it until the last minute to apply for a passport - at busy times of year it may take some time to be processed.

You will need a Visa to visit some countries. Sometimes you will need to wait a long time for a Visa, so you should always make plans and apply well in advance of when you want to travel.

The travel agent or airline will be able to tell you if need a Visa, they will also be able to tell you where to go to get it.

4.2.2: Proof of need

Some airlines may ask you to prove why you need some facilities or services, such as additional seats at a reduced fare or more legroom. This helps make sure airlines can give priority to those people who really need these facilities, as there are often limited numbers.

Different airlines have different policies, the airline or travel agent will tell you when you book what information you will need to show. This could be a letter from your doctor, a Blue Badge for parking, a Disabled Persons Railcard or some other concessionary travel card.

4.2.3: Airline forms

If you are in any doubt about whether flying could affect your health, check with your doctor. Most people are able to fly without any difficulty, but sometimes you may need to take extra care because of the pressurised cabin. Even if your doctor says you are fit to fly, you should contact the airline as they may have their own rules and requirements or forms that you have to fill in. Many airlines have a medical unit or an advice unit for disabled passengers.

If you need any assistance you will probably have to fill in an Incapacitated Passengers Handling Advice form (INCAD). You can get this form from the airline or some travel agents. It will tell the airline about any services, facilities or assistance that you will need during the flight.

Airlines should only ask for a medical certificate if they think that the passenger's safety and well being, or the safety and well being of other passengers could be affected.

Most people will not need a note from their doctor to say that they can fly. This includes people who have a disability which is permanent and stable -this means something that you always have that doesn't change,- but it is still important to check when you book what, if any, medical information you will need to give.

If you have a medical condition or illness, rather than a disability you may need to complete a MEDIF (Standard Medical Form), which is available from the airline. The MEDIF is divided into two parts:

• Part One lists any specific requirements that you have so that the airline knows what aids, equipment, services or facilities to provide.
• Part Two must be filled in by your doctor if the airline insists on medical clearance.

A MEDIF only lasts for one journey and can only be used on the flights and dates shown on your ticket. If you change your journey in anyway, you will need to get another MEDIF.

If your are a frequent traveler it might be a good idea to get a Frequent Traveler Medical Card (FREMEC). This is available from many airlines. It gives the airline a permanent record of your specific needs, so you do not have to fill in a form and make special arrangements every time you travel.

If you are going to fly with an airline that did not issue your FREMEC card, you should check that you can still use it.

4.3: Booking arrangements

4.3.1: Advance notice

It is essential to give airlines as much notice as possible if you or anyone in the party will need assistance. This information is necessary to make sure that the airlines are able to plan ahead and have the right staff and /or equipment at the right place at the right time.

Travelling by air may mean that even if you are normally independent you will need assistance. For example, if you are an independent wheelchair user and can make your own way to the plane, you will need to transfer from your personal wheelchair to an on-board wheelchair and then into the plane seat. The layout at many airports requires you to walk a long distance between the check-in desk and the plane so if this would be difficult you may need to book assistance. In all these situations, the airline or its handling agent will need to have staff and equipment in the right place at the right time. To do this they need advance warning.

It is usually necessary to give at least 48 hours notice because the information is passed from the reservation system to the check-in system 36 hours before the plane departs.

If it is not possible to give 48 hours notice, for example when booking a 'last minute deal' or when flights are changed at short notice, the airport and airline should do all that is reasonably possible to meet your requests for assistance.

4.3.2: Making a booking

When making a booking, travel agents, tour operators and airline staff should always ask if there will be anyone in the party who may require assistance at the airport and/or during the flight. They may use the standard ABTA checklist to ensure that all relevant issues are covered so that the right level of help is provided. A copy of the ABTA checklist can be found in Annex 3.

You may be asked to agree to those details being passed on to others or put onto a computer. This may sound confusing or worrying, but under the Data Protection Act the information will only be used to help make sure you get the right assistance.

The information provided will be recorded and only sent to those who will need it. The travel agent and airlines will use the internationally agreed IATA codes to pass on the information. A copy of The IATA codes can be found in ,a href="a3.htm">Annex 3.

Check and book facilities and services not only at the departure airport but also at your destination and any other stops in-between.

However you book, you should also ask for the ticket or itinerary to confirm your requests, rather than simply acknowledging them. An acknowledgement alone does not guarantee that your request will be met, or that you will get compensation if things go wrong.

Very often, a disability is not obvious to other people, so make sure you explain your particular requirements clearly, never assume that staff will automatically know or understand your needs. This is particularly important when booking by phone, post or on the Internet.

4.3.3: In person

Travel agents offices and shops, that are open to the public will become increasingly accessible to disabled people. The travel agent or booking agent are covered by the DDA and should make reasonable adjustments to meet the needs of anyone who wants to use their services. They may also be required to make adjustments to their premises from October 2004 to make them easier to use.

4.3.4: By phone

When booking by phone you may find that companies do not automatically ask questions about assistance or disability, unless you prompt them.

Travel agents should have textphone facilities and staff should be trained in how to use them.

4.3.5: By internet

This is a rapidly developing area, which makes finding out information and booking a flight or holiday more convenient, accessible and easy for many people.

However, when booking on the Internet you may find that companies do not automatically ask questions about assistance or disability. You may still be required to phone to book any assistance.

The travel agent, tour operator or airline should make sure that their website is accessible to disabled people. Information on how to request assistance should be clearly explained and where necessary the site should have easy-to-use links to pages about services and facilities for disabled and less mobile passengers.

If you get confirmation by email or from the website, print it out and take it with you when you travel.

4.4: Services and Facilities

4.4.1: Services available on request

It is important that you check if you need a particular service before booking as services provided can vary between operators.

Some of the services which airlines and airports can provide on request include:

• assistance to reach check-in
• assistance with registration at check-in
• assistance to reach the gate
• assistance boarding and disembarking the plane
• assistance with stowing and retrieving baggage on the plane
• providing an on-board wheelchair
• assistance moving to and from the plane toilet
• assistance transferring between a mobility aid and passenger seat
• providing limited assistance with meals
• briefing disabled passengers and any escort or companion on emergency procedures and the layout of the cabin
• assistance to the general public area or to a representative of another operator
• assistance to passengers in transit
• assistance to point of onward travel

4.4.2: Self-sufficiency

An airline is entitled to demand that a passenger travels with a companion if the passenger is not self-sufficient. To travel alone a passenger must be capable of:

• breathing - the passenger should not be reliant on supplementary oxygen.
• feeding - the passenger should be capable of feeding themselves (although cabin crew will open packaging or describe layouts to blind passengers).
• lifting - the passenger should be capable of moving from a passenger seat to an on-board wheelchair, as cabin crew are not permitted for Health and Safety reasons to lift passengers in and out of seats.
• communicating - the passenger should be able to communicate with cabin crew and understand their advice and instructions.
• toileting - the passenger should be capable of using the toilet facilities unaided as food-handling regulations do not allow cabin crew to assist with toileting arrangements, however they can assist in pushing an on-board wheelchair, where one is available.
• medicating - the passenger should be capable of administering their own medicines and medical procedures.

Never claim that you are self-sufficient if you are not. You may cause yourself and the airline serious problems because they will be unable to meet your basic needs.

4.4.3: Additional Seats

If you need to travel with a companion, the airline may be able to offer a reduced fare for the second ticket. This will usually be a reduction against the full fare. There may be a limit on the number of reduced fares they can offer on one flight, especially if it is a holiday package or a charter flight. Ask your travel agent or the airline.

The same restriction may apply in cases where the disabled traveller needs to occupy two seats for a reason related to their disability.

To qualify for this reduction, you may need to provide proof of your need for two seats. You can find more information about this in section 4.2.2.

4.4.4: Seat Reservations

If you want to reserve a seat with more legroom because of a disability, such as a stiff leg or severe arthritis, you will need to talk to the airline.

You should be able to pre-book a certain seat, but you might have to show proof that you need the extra legroom. You can find more information about this in section 4.2.2.

Different airlines will have different policies and some airlines may charge for pre-booking, whether or not you are disabled. The airline or travel agent will be able to tell you when you book.

It is unlikely that you will be seated in an emergency exit row because of the very strict safety requirements. The airline staff will be able to give you advice about which are the best seats for you.

Seats with extra legroom are very popular. They are usually allocated on a 'first come, first served' basis. If several disabled or less mobile passengers request these seats, the airline staff may have to make a decision on who needs them most. You should always check your seat booking with the staff at check-in.

Even if you have pre-booked a seat, this might be changed at the last minute, if for example a different type of plane is used. If this happens, the airline staff will do all they can to get the best seat for you.

4.4.5: Seat belts

In some cases, such as autism in children, it is difficult or impossible to keep the seat belt fastened. This could cause delay since the captain will not take off unless all safety measures are in place and have been checked. However, alternative restraints are available, by prior arrangement - tell the airline in advance if you think this could be a problem.

4.4.6: Meet and assist

Airports are often large and confusing places. If you feel that you may not be able to find your own way to the plane, ask for the airline to "meet and assist" you - this is often done for older passengers or partially sighted travellers as well as unaccompanied young flyers. It is essential to give the airline as much notice as possible if you or anyone in the party will require them to meet and assist you. You need to tell them exactly what assistance will be required.

4.4.7: Walking distances

Airports are often large buildings and planes can be a long distance from check-in, some times a 10-15 minute brisk walk for someone without a disability.

If you are in any doubt about being able to walk to your departure gate, ask if you could use an airport wheelchair or take a ride on an accessible buggy. To make sure that the wheelchair or buggy is available you should always book before you arrive at the airport.

4.4.8: Assistance dogs

Now that dogs are allowed to travel more freely to some countries under the Pet Travel Scheme (commonly called the 'Pet Passport' Scheme), it may be possible for you to take your guide, hearing or assistance dog with you. However, it can be a complicated process so you should always contact your vet and the relevant training organisation, such as Guide Dogs for the Blind, before you make a decision.

Different countries have different rules about dogs entering their country. Before you travel, you will need to make sure that you have all the papers to prove that your dog has had all the necessary injections and vaccinations.

Not all airlines are taking part in the Pet Travel Scheme, so you will need to check. You should also check if your assistance dog can travel in the cabin with you. On some airlines, assistance dogs have to travel in the hold of the plane. There may also be a limit on the number of assistance dogs carried on one flight.

If your assistance dog is allowed to travel in the cabin with you, it will usually be at your feet. Sometimes an airline will keep the seat next to you empty to give the dog more room, but this might not be possible if the plane is fully booked.

You should not have to pay for your assistance dog to travel in the cabin with you, but the airline will probably ask for proof that your assistance dog has been trained by a recognised organisation. If the dog travels in the hold, you may have to pay for a special crate.

You should also check what facilities are available for your assistance dog at the airport. You can find more information about the facilities for looking after your assistance dog at the airport in section 6.3.6.

The Guide Dogs for the Blind Association is developing a code of practice on the welfare of assistance dogs while they are travelling. This code is expected in 2003.

4.4.9: Insurance

There are many different types of travel insurance available. You will need to decide what type of cover you require and check thoroughly that the policy you choose suits your needs.

Some things to check when choosing an insurance policy are whether it will cover you:

• for any medical costs that arise from your disability - as many policies do not cover claims arising from 'pre-existing medical conditions';
• for the cost of return by air ambulance in case you are too ill to return on a commercial flight; and
• if an airline is unable to carry you for any reason, e.g. a change of plane type to one that is not accessible.

If you need to take expensive disability equipment with you, make sure that it is adequately insured for loss or damage. Mobility aids are unlikely to be covered by standard travel insurance policies. This is particularly important for wheelchairs, as compensation is currently based on weight not value. Sometimes your household insurance may provide cover for these items but most insurers will quote separately.

4.4.10: Medication

If you are taking medication or medical equipment with you, make sure that you have enough for your whole stay. It is a good idea to take a few days extra supply in case of flight delays or emergencies.

Current security restrictions mean you can not take syringes on planes. You should discuss any requirements with the airline in advance.

Always ensure that medicines and tablets are clearly labelled on the outside of the containers. It is a good idea to get a letter from your doctor to say that you need the medication and keep a list of all of your medication in case you lose them or need to get more during your stay.

You may also need to check with the Embassy or High Commission of the country you are visiting in case they have any restrictions on taking your medication into the country.

It is important to make sure that most, if not all, of your medication is packed in your hand-baggage and not checked-in. If that is not possible you may wish to carry at least four days' supply in your hand-baggage, in case your checked baggage gets lost or delayed.

If it is necessary to keep medication cool, you might wish to use a cool-bag or vacuum flask, as it's not usually possible for the cabin crew to refrigerate medication.

You can get more details of health care and advice for travellers abroad from a free booklet "Health Advice for Travellers" from the Post Office. This leaflet also contains an E111 application form, which will entitle you to emergency treatment in European Union Countries.

The Department of Health also publish Advice Leaflet T6 'Health Advice for Travellers'.

4.4.11: Medical Equipment

If you need to use or carry any medical equipment on the plane, you will need to check in advance with the airline. Different airlines will have their own rules for different equipment.

If you need to use a respirator or an automatic ventilator to monitor and maintain breathing, you will need to check that you will be able to use a power supply on the plane. Many machines are battery operated and can usually be carried.

Portable kidney machines can be carried by most airlines. If you use the CAPD method of dialysis, you will not usually need to get additional medical clearance.

4.4.12: Oxygen

If you need extra oxygen on the flight, you must let the airline know when you book. The airline will usually need a letter from your doctor saying that you are fit to fly.

However, not all airlines will be able to offer supplementary oxygen except in emergencies and you should always check at the time of booking.

Normal domestic or NHS cylinders are not allowed on board a pressurised plane, but you may be able to take an empty one in the hold to refill at your destination.

If you need a continuous supply of oxygen throughout the flight, the airline will need to obtain special supplies. These cylinders are very expensive, so the airline will probably make a charge. Always check when booking as companies have different policies and charges.

If you do not need a continuos supply of oxygen, but feel that you may need additional oxygen during the flight, this might be possible using the on-board emergency oxygen. This service will probably be free but you must let the airline know when you book. Remember that this is an emergency supply and might not last for the whole flight.

Further information is available from:

• Holiday Care "Use of Oxygen on Holiday
• British Lung Foundation "Air Travel with a Lung Condition"

4.4.13: Dietary requirements

If you need to have a special diet on the plane make sure that this is requested when you make your booking.

4.4.14: Weight restrictions

Check if there are any weight restrictions on the plane which might cause problems with your hand baggage or mobility equipment. Airlines are happy to carry wheelchairs but may be unable to take a scooter or buggy.

You can find more information about wheelchairs and scooters in section 6.4.8.

Published: 1 April 2003

• Air travel

Top of page