Special needs & Mobility Assistance
What if I have special needs or a medical condition?
Jet2.com endeavours to meet the requirements of passengers with special needs, for example, expectant mothers, or those with a medical condition, provided they notify us of their special needs at the time of making the booking. This must be done by contacting our Call Centre on +44 (0)203 031 8103 before booking both inbound and outbound flights.
How can I ensure I will get the mobility assistance I need?
Level of Assistance
Subject to prior booking, we will arrange for mobility assistance from the Check-in desk until the Baggage Reclaim area at the destination airport. Sometimes the level of assistance is limited to what the airport is able to provide. Jet2.com generally relies on specialist 3rd parties, often appointed by the airport authorities themselves and so it is important that we know your requirements so we can communicate these effectively. Assistance from the car park to the check-in desk, or from the Baggage Reclaim area to the car park, should be booked directly with the airport concerned.
Booking methods
Assistance for passengers with reduced mobility is generally available, strictly subject to prior booking either on-line at the time of making the flight booking or through our dedicated mobility assistance tel: +44 (0)203 031 8103.
You can book mobility assistance on-line by ticking the wheelchair requirement box and following the on-screen instructions at the time of making the flight booking. Please note our automated booking system allows a maximum of 2 mobility assisted places per individual flight booking.
Alternatively, and if your party requires more than 2 mobility places, you can make your booking through our Call Centre on our dedicated mobility assistance tel: +44 (0)203 031 8103. If there is availability, the booking can be made immediately by our Call Centre agent.
Please note that if a person with reduced mobility arrives at check-in without pre-booking assistance, for safety reasons, we may not be able to allow them to travel. Subject to our normal change fees the booking may of course be changed to a later flight, provided there is unallocated mobility assistance available on the flight. Therefore, please, please pre-book to avoid disappointment and disruption to your travel plans.
Seating on the aircraft
Please be assured that on all our aircraft we block off up to 12 seats at the front of the aircraft for our passengers with reduced mobility and their companion(s). These seats are close to the front entrance and the onboard WC facilities. If you have a confirmed mobility assistance place, you will be guaranteed a seat at the front of the aircraft and our check-in staff will make every effort to sit you and your party together, provided of course that you check-in 90 minutes prior to departure.
Consequently, please do not pre-assign your seats following your flight booking as this is not necessary and any charges paid are not refundable.
Wheelchairs/Mobility Aids
Carriage of mobility aids
In addition to your hold baggage allowance, we can carry one lightweight, foldable, manual wheelchair per passenger free of charge in the aircraft hold.
Special permission must be requested when bookings are made for mobility aids over 32kgs because of weight and space restrictions. Due to limited space on the aircraft and for safety reasons motorised mobility aids may only be carried provided the following criteria are all met:
- The weight of the motorised aid is no more than 60kgs (this weight is a total weight and inclusive of any batteries and prior to any dismantling required for carriage).
- Motorised aids over 32kgs in weight must be pre-booked via our Call Centre by contacting the following number +44 (0)203 031 8103.
- The type and number of batteries on the mobility aid must be advised to the call centre.
- The motorised aid must be dismantled and separated into parts with one single part not exceeding a maximum of 32kgs.
- The wheelchair/scooter is powered by dry cell or sealed, non-spillable battery(ies).
- The battery(ies) remain(s) upright and securely attached to the body of the wheelchair/scooter but is/are disconnected and the battery terminals insulated to prevent accidental short circuits.
- The passenger or their carer is responsible for any dismantling and reassembly of the mobility aid. The dismantling takes place at the check in counter and re-assembly at the baggage reclaim area at the arrival airport.
- Comprehensive insurance is in place for damage, delay or loss as claims against the airline will not be considered.
- Evidence is provided at check-in that the passenger is Registered Disabled.
If the above criteria are not met the mobility aid will not be carried. To avoid disappointment, please do not arrive at check in if your mobility aid does not meet these criteria.
Check-In
You must check-in 2 hours before the scheduled flight time so that we can ensure you receive the pre-booked assistance and are taken to the aircraft in plenty of time.
Changes to Bookings or Flights not Flown
At Jet2.com we want to ensure that our less mobile passengers are able to fly with us with the minimum of inconvenience. Therefore, if a mobility assistance place is booked but you find you are unable to use your flight booking, it is a condition of your carriage that you, or the person making your flight booking, notifies us by contacting our dedicated mobility assistance tel: +44 (0)203 031 8103, with as much notice as possible, so that we can reallocate the assisted place to another of our passengers. Furthermore, if you fail to use the pre-booked assisted place and do not notify us in advance, we reserve the right to recharge you any associated fees levied on us by the airport’s appointed wheelchair provisions agent. We are normally charged 50% of the normal charge for “no shows” by third parties.
If you need to change the date of your booking, this must be done through our dedicated mobility assistance tel: +44 (0)203 031 8103 so that we can ensure your original assisted place is correctly cancelled and made available to another passenger.
Care Assistants
Should you have special needs and require the presence of a care assistant, then please ensure that you arrange for one to travel with you. There can be a maximum of 2 special needs passengers per care assistant. The care assistant will need to comply with the same obligations as all other passengers.
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Can I bring medical syringes onboard?
If you need to carry syringes, needles, insulin pens, epipens and medication in the aircraft cabin, you must carry a letter from your doctor confirming the need to carry them with you. If injections are required during the flight, they must be self-administered. Jet2.com is happy for you to travel with injections where your medical condition requires it. As security screening at airports is outside the control of Jet2.com, you should discuss a contingency plan with your doctor to enable you to travel safely in the unlikely event that the authorities do not allow your equipment to be carried in cabin baggage.
You will need to declare the needles at Check-in, Security and to the senior cabin crew member when boarding the aircraft.
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Can Jet2.com supply oxygen onboard?
Oxygen is carried on board but this is strictly for emergency use only. While we are not able to supply oxygen for your own non-emergency use, you may carry your own therapeutic oxygen, subject to appropriate medical clearance from us. Please contact our Call Centre. A medical certificate confirming that oxygen is required for medical reasons and that the passenger is suitable for carriage by air must be produced at check-in.
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Am I fit to fly and fit to travel?
It is your responsibility to be reasonably satisfied that you are medically fit to fly and to travel and/or that all precautions recommended by your doctor are in fact taken before, during and after flight. No medical examination is necessary unless you have any reason to suspect, or ought reasonably to know, that you have a condition which might be exacerbated by the normal operation of an aircraft or could cause difficulty if no access is available to professional medical assistance before the end of the flight. If in doubt, we recommend that professional medical advice is sought before flying. It is of course in your interests to remember to ensure that you notify your travel insurer about any pre-existing medical conditions.
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Due to my medical condition, I need to carry extra baggage. Can you increase my personal baggage allowance in these circumstances?
Provided you can show evidence your requirements with a letter from your doctor, we are prepared to carry an additional 13kg of baggage at a concession rate of 10GBP/ 15EUR/ 23CHF/ 500CZK/ 120NOK/ 60PLN per flight payable locally. Weight in excess of 13kg will be carried at the standard excess baggage rate per kilo. Specialist medical equipment e.g. dialysis machines, may only be carried strictly on a ‘Limited Release’ basis i.e. entirely ‘at your own risk’ for loss, damage or delay. Please be aware that such items are clearly not designed for air travel and so are vulnerable to damage. You are therefore advised to pack them very carefully. We remind you that it is not permissible to carry perishable items e.g. food products, in checked baggage.
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If our flight is delayed or diverted, what special assistance can you offer me?
While it is rare for our flights to be delayed or diverted, clearly for safety reasons such disruptions can happen and they are generally due to matters outside our control.
We have appointed handling companies at airports to look after our passengers on our behalf, in these circumstances. If you are disabled, please make you particular needs known to them as they will try to offer extra assistance.
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I have injured by leg and cannot bend my knee. Is this a problem?
Firstly, we would suggest you immediately contact your travel insurer to seek their assistance.
In order to fulfil safety requirements you must pre-advise Jet2.com a minimum of 48 hours before departure and you may need to purchase additional seats. Any plaster cast must have been in place for at least 48 hours before departure. You will need to provide Jet2.com with a Medical Information Form (MEDIF).
We regret that if you cannot achieve this, you are unlikely to be permitted to travel.
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