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Know our special services to make your flight even more comfortable.
We want to give you an excellent service that complies with all the accessibility requirements and makes you trip a smooth experience. Please remember that the more information you can give us about your needs when making your booking or planning your trip the better we can help you.
If you need a special service for a disability condition, please read here some recommendations to make your journey a very enjoyable experience
For travelers with hearing impairments or speech disabilities
We have a special dedicated number in Brazil and the United States so you can receive personalized assistance. The Telecommunications Device for the Deaf (TDD) is a special device that you can use to communicate through a keyboard which connects to a telephone earpiece. What you type is transmitted through the telephone line to the customer service representative.
For flights to and from United States
Please visit the U.S. Department of Transportation’s (DOT) website to view its rules concerning Nondiscrimination on the Basis of Disability in Air Travel. If you require a copy of the regulations in an accessible format, you can obtain one from DOT through any of the following means:
If you need additional help, ask our staff to contact a Complaints Resolution Official (CRO). Our CROs have been specially trained and know the Department of Transportation (DOT) disability regulations. They will gladly answer all your questions.
Upon request, you'll receive priority service during check in as well as assistance from our team during boarding, to make sure you're at the front of the line and to ensure your safety. You'll receive assistance in transporting your wheelchair, mobility aids, assistive devices and any authorized respiratory apparatus you may have, which we don't count as part of your free baggage allowance.
*At the check-in module, security and control points, boarding gate and onboard the flight.
During your flight our trained crew will gladly assist you according to the Airline’s safety and service standards. We’ll also accommodate you in the seat that is most convenient for you according to your needs and the aircraft type.
A safety escort (assistant) may be required to travel with you, due to disability
Please note that safety assistants must be ticketed for travel. If you attempt to check-in without a safety assistant, and we determine that an assistant is necessary for your safety during the flight (even contrary to your self-assessment), we are not obligated to find or provide a safety assistant to accompany you. If you are not traveling with a required safety assistant, you may be denied boarding.
In compliance with European Community regulations, airports located within Europe provide a wheelchair service. In general the terms are as follows:
Download the Spanish version of the general conditions and restrictions of the service.
The service is provided directly by Aena (Association of Spanish Airports and Air Controllers) at the meeting points defined at each of the airports. Passengers should request the wheelchair service for these flights directly with the airline, a minimum of 48 hours prior to departure.
After this period, applications must be made directly to Aena. Once the airline receives the request from the passenger, it will inform Aena between 36 and 48 hours before the flight, using the special list designed for this procedure.
Check the Spanish version of assistance for people with reduced mobility
The Passenger must request the wheelchair service directly with the airline a minimum of 48 hours prior to the scheduled flight departure. On arrival at the airport they must contact a representative of the airline to request service assistance.
Once the airline receives the request from the Passenger, it will inform the wheelchair service supplier 36 hours prior to the flight departure.