If you are travelling with pre-existing medical conditions and need special assistance, please inform us by submitting the required forms or contacting our customer service well in advance. This way, we can take the necessary precautions and ensure your safety and comfort throughout the journey.
The special assistance form is the preliminary information form with which you can let us know about your pre-existing medical conditions. If you are travelling with any of the conditions below, you must submit the form at the latest 48 hours before departure. Your advance notice gives us the time needed for taking all the appropriate precautionary measures.
After submitting the form, you will receive your personal case number, for example, 1-456789078. You can log in to your case with this number and attach the PDF file of the medical information form (MEDIF) upon our request. If you already have an open case, please sign in here with your number.
After reviewing your special assistance form, we may request medical clearance via the medical information form to make sure it’s completely safe for you to travel by plane. You should carefully fill out both pages of the form. Please follow these steps:
By submitting this form, you give us your consent to process your medical data to handle and complete your service request. The consent also applies to our partners, if necessary. You can find more information about our Privacy Policy here.
You may bring necessary assistive devices or mobility aids, such as personal oxygen concentrators (POC), apnea breathing devices (CPAP), canes or elbow crutches, into the cabin with you in addition to the carry-on baggage allowance included in your ticket. However, it's important to note that this allowance is only meant for the assistive device and does not extend to additional baggage.
If you need to use your medical device during the flight, please inform us by filling in the special assistance form well in advance, no later than 48 hours before departure. Otherwise, no prior notification is required.
A medical inverter
Most CPAP machines require a medical inverter to be installed to function properly onboard. All aircraft types do not have an inverter facility, but we can check the availability approximately 72 hours before departure. You can request the inverter for long-haul flights at no additional charge.
Power supply
Please keep in mind that as we can’t guarantee power supply onboard, you may not be able to use your breathing device if it’s plug-in. For battery-operated devices, please carry a sufficient backup battery supply to cover a minimum of 150% of the planned flight time (including transfer time when you have a connecting flight).
Please note that our cabin crew is not able to give special assistance to a particular passenger, as they are responsible for the safety of everyone on board. Also, the cabin crew is not authorised to administer injections or medication.
We are here to help you if you have any further questions – please contact our customer service.
Want to know more? See related frequently asked questions