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.
Travelling with medical conditions
How to request special assistance
Submit the special assistance form
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 72 hours before departure. Your advance notice gives us the time needed for taking all the appropriate precautionary measures.
- recent myocardial infarction
- recent cerebral circulatory disorder
- recent injury
- recent surgery
- symptomatic coronary disease
- chronic obstructive pulmonary disease (COPD)
- psychiatric disorder
- an infectious disease (tuberculosis, diphtheria)
- anemia (Hb less than 75g/l)
- chickenpox in the vesicle phase
- severe allergy.
- Down syndrome
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.
Submit the medical information form (MEDIF)
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:
- You or your representative completes the medical information form part 1.
- Your treating doctor completes the medical information form part 2.
- You scan the signed forms and sign in here with your case number to attach the forms to your case. Please ensure that the forms reach us at the latest 72 hours before your departure.
Travelling with medical equipment
Normally breathing devices such as personal oxygen concentrators (POC) and apnea breathing devices (CPAP) are permitted on board, but airline approval is always required. CPAP machine needs to fit on the carry-on baggage allowance.
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 with no additional charge.
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 back-up battery supply to cover a minimum of 150% of the planned flight time (including transfer time when you have a connecting flight).
For the use of medical devices during your flight, please inform us well in advance by filling out the special assistance form 72 hours before departure at the latest.
We are here to help you if you have any further questions – please contact our customer service.
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.