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PASSENGER ASSISTANCE
Luxair offers a range of services for passengers with reduced mobility and other disabilities.
To provide you the best service, please let us know 72 hours before departure about the type of assistance that you will need by calling our Customer Service Centre, (+352) 24561 or by contacting your travel agency.
For your own safety, please note that you may be denied boarding if the number of persons requiring special conditions, assistance and/or devices when carried on a flight exceeds the number of passengers capable of assisting them in case of an emergency.
Passengers needing wheelchair assistance
BOOK
Book your flight in advance and inform us of your needs for assistance at least 72 hours before departure by filling in our Contact form on the website, by calling our Customer Service Centre, (+352) 24561, or by contacting your travel agency.
The following wheelchair assistance is provided by Luxair:
• WCHR - Wheelchair assistance to/from aircraft
• WCHS - Wheelchair assistance up/down aircraft stairs
• WCHC - Wheelchair assistance into aircraft seat. In such case, passengers may be seated at window seats if not accompanied.
When bringing your own wheelchair please carefully prepare information about the wheelchair brand and type (foldable/non-foldable, electric/manual), weight, dimensions, batteries and use our Contact form on the website to get your own wheelchair confirmed for transportation.
Passengers’ own wheelchairs are carried free of charge and in addition to the free baggage allowance. For reasons of space, wheelchairs are carried in the hold.
PREPARE
Accompanying passenger
Please check whether it is necessary to travel with a companion. A travel companion is required only if the passenger has a motor-based disability that physically prevents him or her from participating in an evacuation. The travel companion must be over the age of 18 and autonomous, having valid individual ticket.
Type of wheelchair
There are internationally recognized wheelchair categories. Stretchers are not allowed on Luxair flights. Some restrictions regarding the size, weight and batteries apply on all Luxair aircrafts. Please check the table and description below and carefully take the measurements of your wheelchair:
| Not foldable or foldable wheelchair | Weight | Length | Width | Height |
|---|---|---|---|---|
| Manual (not electric) | 1kg to max 59kg | 110 cm | 115 cm | 110 cm |
| 60kg to max 150kg | 110 cm | 115 cm | 86 cm | |
| Electric (not manual) | 1kg to max 59kg | 110 cm | 115 cm | 110 cm |
| 60kg to max 150kg | 110 cm | 115 cm | 86 cm |
The height shall be measured by tilting the back of the seat if possible, in order to have the minimum height. Please also note that the weight of your wheelchair must not exceed 150 kg. Luxair reserves the right to refuse any wheelchairs for security reasons if the maximum dimension, weight or battery power are not respected. We will take every precaution to avoid any damages. However, we recommend you to keep in your cabin or checked baggage any items that could easily be lost or damaged: pressure-relief cushions, moveable footrest, joystick etc. In most airports, you can keep it with you up to the aircraft boarding gate after having been checked-in at the check-in counter.
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Please carefully check the dimensions described above.
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Battery-powered wheelchairs may be dangerous for aviation and can only be carried under the following conditions.
Dimensions
Please carefully check the dimensions described above.Battery allowance in cabin and in cargo hold
Lithium batteries
Lithium batteries must satisfy the demands of the ‘UN Manual of Tests and Criteria’, Part III, subsection 38.3 (evidence must be produced when booking or checking in at the airport by means of a manufacturer’s certificate or a separate written confirmation).Lithium batteries >100Wh and max 160Wh:
A maximum of 4 batteries may be transported in cabin.
(2 removed batteries from the wheelchair + 2 spare batteries)
A maximum of 2 batteries may be transported in cargo hold if they are securely attached to the wheelchair.Lithium batteries >160Wh and max 300Wh:
A maximum of 2 batteries may be transported in cabin.
(1 removed battery from the wheelchair + 1 spare battery)
A maximum of 1 battery may be transported in cargo hold if it is securely attached to the wheelchair.Lithium batteries >300Wh:
Those batteries are not allowed to be transported in cabin.
A maximum of 1 battery may be transported in cargo hold if it is securely attached to the wheelchair.Dry Cell batteries
Dry Cell batteries are not allowed to be transported in cabin.
A maximum of 4 batteries may be transported in cargo hold.
(2 securely attached batteries to the wheelchair + 2 spare batteries protected from short circuits not
attached to the wheelchair)Wet non-spillable batteries
Wet non-spillable batteries are not allowed to be transported in cabin.
A maximum of 2 batteries may be transported in cargo hold.
(1 securely attached battery to the wheelchair + 1 spare battery protected from short circuitsnot attached to the wheelchair)
Spillable batteries
Spillable batteries are NOT ALLOWED on Luxair flights and can therefore only be transported as cargo.
Please contact a cargo transporter to organize the transportation.General information
Battery terminals securely attached to the wheelchair or mobility aid must be protected from short circuits and must be prepared for transport to prevent unintentional activation.
Any spare or removed battery from the wheelchair or mobility aid must be carried in a strong, rigid packaging and must be protected from damage and short circuits.
AT THE AIRPORT
Check-in:
For your comfort, please allow enough time to arrive at the airport and check in without having to rush. A special assistance counter may be provided at the airport depending on destination. We recommend you to arrive at the airport 2 hours before departure and have your wheelchair confirmation in paper or electronic form by hand.
Please note the following rules for the carriage of wheelchairs:
A person with reduced mobility is allowed, without additional charge to transport up to two pieces of mobility equipment on board, including an electric wheelchair, subject to 72 hours prior notice and to possible limitations of space on board the aircraft, and subject to adherence to relevant legislation concerning dangerous goods.
In all cases where assistance is required, Luxair will arrange to take the passenger to and from the aircraft. For further details please contact our Customer Service Centre, (+352) 2456 1 or your travel agency.
Priority boarding:
If you are traveling in a wheelchair or have requested individual assistance, Luxair offers you priority boarding whenever possible. Priority boarding enables you to get seated comfortably, before the arrival of the other passengers.
ONBOARD
The cabin crew members will provide all of the useful information required to make your flight as safe and as pleasant as possible. However, this assistance does not include help with eating, drinking, taking or administering medication, restroom assistance, or other personal assistance. Please note, that our cabin crew is not trained to lift passengers.
Therefore, you must be able to perform certain duties necessary during air travel, without the help of a third party. If this is not the case, we recommend you to travel with a companion in order to avoid any difficulty on board. For your comfort most seats are equipped with foldable armrests. Please be informed that a wheelchair is not available on board of Luxair flights.
AT DESTINATION
On arrival at your destination airport, your own wheelchair will be returned to you either immediately upon disembarkation, or at the latest at baggage claim. While disembarking, you may have to wait a little while, to make your trip as comfortable as possible, our assistance will pick you up after disembarkation of all other passengers.
Broken limb in a cast (arms, waist, legs, etc.)
BOOK
If you have a broken limb in a cast you should advise Luxair of both your condition and assistance requirements (if applicable) by contacting Customer Service Centre, (+352) 2456 1 or your travel agency.
PREPARE
- Medical Certificate stating that you are allowed to travel must be shown at the check-in desk;
- If you are traveling with upper limbs in cast, waist and above, you will only require one seat;
- If you are travelling with a full leg in cast you must purchase *1 extra seat* in total, per journey, to travel. This will enable the leg to be elevated during the flight and reduce swelling. Please contact the Customer Service Centre, (+352) 2456 1 or your travel agency to communicate the cast dimensions and get further information.
- If you are travelling with lower leg in plaster, below the knee only, you will only require one seat.
If a plaster cast has been fitted on any limb for less than 48 hours then the cast needs to be split (the split needs to run along the entire length of the cast). If the plaster cast has been fitted for more than 48 hours there is no requirement for the cast to be split.
AT THE AIRPORT
Luxair arranges an assistance service to help you if you are traveling alone. We help you at the check-in and to access the aircraft.
ONBOARD
In the aircraft our cabin crew will help you to get to your seat and give you information about the safety regulations and the location of emergency exits, restrooms, call buttons, etc.
Our cabin crew may help you to get to the restrooms, however we cannot assure assistance within the restrooms.
Passengers with physical disability of the upper limbs travelling without an accompanying passenger may be allocated seats during all phases of the flight so that visual and audible communication can be established with our cabin crew. Passengers with disability of the lower limbs, as well as passengers with a disability of both upper and lower limbs, may be seated in a location providing access to floor level exits.
AT DESTINATION
Upon request, Luxair arranges assistance at arrival for de-boarding and baggage reclaim. If you have a connection flight, we arrange assistance for you to get to the next flight safely.
Pregnant? You're safe with us!
If your pregnancy is trouble-free, you can fly up to your 36th week without special conditions.
In the following situations, you’ll need to show a medical certificate dated less than 7 days prior to your departure:
- if you’re experiencing complications during your pregnancy
- if you want to travel within 7 days after giving birth
Please note: medical certificates must state the estimated due date, and the relevant flight dates.
Plus-size passengers
If you need a second seat for your comfort, the cost will be the adult fare minus airport taxes. Passengers whose physical size would possibly prevent him/her from passing through on an emergency exit should be seated in the vicinity of a suitable exit, taking into account the size of the exit. For your own safety, please note that if no seat in the vicinity of a suitable exit is available, you may be denied boarding. Seating of more than one of such passengers in the same seat row may be refused.
For children, it’s the child fare minus airport taxes. Any questions?
For further information or to book, contact our Customer Service Centre on +352 2456 1. Contact us for more information
Assistance for those who are seeing-impaired
BOOK
Luxair does its best so that you can fly in best company and make your journey as safe and pleasant as possible. You can request this service by contacting our Customer Service Centre, (+352) 2456 1 or your travel agency at least 72 hours before departure and you will get special assistance.
AT THE AIRPORT
Luxair arranges an assistance service to help you if you are traveling alone. We help you at the check-in and to access the aircraft.
ONBOARD
In the aircraft our cabin crew will help you to get to your seat and give you information about the safety regulations and the location of emergency exits, restrooms, call buttons, etc. Please feel free to ask for a description of the contents of your meal/snack. Our cabin crew may help you to get to the restrooms, however we cannot assure assistance within the restrooms.
AT DESTINATION
Upon request, Luxair arranges assistance at arrival for de-boarding and baggage reclaim. If you have a connection flight, we arrange assistance for you to get to the next flight safely.
Assistance for hearing-impaired passengers
BOOK
Luxair does its best so that you can fly in best company and make your journey as safe and pleasant as possible. You can request this service by contacting our Customer Service Centre, (+352) 2456 1 or your travel agency at least 72 hours before departure.
AT THE AIRPORT
Please, if needed, inform us at least 72 hours before your departure of your impairment so Luxair can arrange the right assistance at the airport.
ONBOARD
Our cabin crew is prepared to provide you with all the essential information. Do not hesitate to contact the cabin crew if you need any assistance.
AT DESTINATION
Upon request, Luxair arranges assistance at arrival for de-boarding and baggage reclaim. If you have a connection flight, we arrange assistance for you to get to the next flight safely.
Assistance for those with a learning or cognitive disability
BOOK
We do everything possible to guarantee a safe trip for all passengers. Passengers with a learning or cognitive disability are allowed to travel alone if they are able to understand and implement safety measures.
AT THE AIRPORT
Please keep in mind that airports can be busy and confusing, security checks and customs can take time and can be stressful or there may be turbulences on the flight.
ONBOARD
Please inform the cabin crew if you have a learning or cognitive disability to get the best service in case of emergency situations.
Our flight attendants will do everything to ensure that your flight is as comfortable and pleasant as possible. If you have a learning or cognitive disability, and you travel without an accompanying passenger, you may be allocated seats during all phases of the flight so that visual and audible communication can be established with our flight attendants.
However, this assistance does not include help with eating, drinking, taking or administering medication, restroom assistance, or other personal assistance.
Travelling with medication and medical equipment
AT THE AIRPORT
Medication (including liquid medicines, medical supplies such as syringes, etc.) has to be carried in your hand baggage for security reasons. A subscription or a supporting letter from your doctor is required to avoid delays and problems at security or customs.
ONBOARD
- Please note that we are not able to keep your medicine at a cool temperature. We recommend you to bring your own ice pack or equivalent.
- There is no power outlet for any medical equipment, so please ensure that your equipment if needed is battery powered. The use of some authorized medical equipment is prohibited during taxi, take-off, approach and landing. Please check with our Customer Service Centre, (+352) 2456 1 or with your travel agency for more details.
Authorized medical equipment: Asthma inhalers; gas cylinders for mechanical limbs; epipens and hypodermic needles; liquid medication; nebulisers; oxygen cylinders; portable medical electronic devices containing lithium ion / metal batteries (e.g. defibrillators); radio isotopic cardiac pacemakers and radiopharmaceuticals; tablets and capsules.
Usage of oxygen during the flight:
If you require oxygen assistance during a flight or are likely to require oxygen assistance, you must reserve the necessary oxygen no later than 72 days prior to departure by contacting the Customer Service Centre via its call center (+352) 2456 1 or via its contact form Contact us, Special Services section, Special Assistance category (you must clearly indicate: - Your passenger details (Booking reference or ticket number, last name) and information about the oxygen you need [quantity]) or directly your travel agency upon payment of a supplemental price of 75 EUR per flight.
Luxair will assess your request and if accepted, Luxair will send you a written confirmation. The absence of confirmation does not mean acceptance and Luxair reserves the right to refuse boarding.
If you wish to use your own portable oxygen concentrator (POC), please contact the Customer Service Centre via its call centre (+352) 2456 1 or via its contact form Contact us, Special Services section, Special Assistance category or your travel agency for more information in order to add the details of your POC into your reservation. Luxair will assess your request and if accepted, Luxair will send a written confirmation. The absence of confirmation does not mean acceptance for boarding.
In the event of consumption of oxygen on board not declared and not approved before hand by Luxair, and if the procedure described above has not been followed, Luxair reserves the right to invoice the passenger for the oxygen consumed on board and any related costs. If the captain has to proceed to a medical landing due to lack of on-board oxygen or if oxygen has been fully consumed, Luxair reserves the right to charge the passenger for all costs related to the medical landing.
Allergies
Severe allergic reaction: this is a rare situation but please inform yourself with your doctor before you book on how to prepare you travel and on how to minimise the risks.
PREPARE
Please carry your epinephrine / adrenaline auto-injector in your hand baggage, clearly label the medication. You can bring a block of ice pack to keep your medicine at a cool temperature.
ON BOARD
After boarding, inform the cabin crew and the people seating next to you of your severe allergy and about how they can help you in case of emergency.
Please be aware that it is not possible for us to create an allergen-free environment. Our cabin crew has the allergen list of the meals served onboard, please do not hesitate to ask for it.
Recent surgery or illness
You should be very careful if you are going to fly after a surgery or an illness. Please contact your doctor before booking to confirm that you are entirely ready to fly.
Please remember to bring a medical certificate with you. It may be helpful during your trip.
Luxair is not responsible of any incident related to recent surgeries.
If you have any further questions or require specific assistance, please do not hesitate to contact our Customer Service Centre, (+352) 2456-1 or your travel agency.
Are you travelling with a seeing-eye dog or assistance dog?
Luxair transports your guide or assistance dog at no extra charge.
Please note that suitable arrangements should be made between the passenger and the operator in advance of a night where a recognised assistance dog is to be accommodated. A suitable restraint harness should be provided by the owner to secure and restrain the dog during taxi, take-off, landing and turbulence.
You can find more detailed information about assistance dogs on the following page.
