Special services

What should I do if I need special assistance for my trip?

Before your trip, please inform us that you require special assistance at least 24 hours before the scheduled departure of your flight. This will allow us to make the necessary planning to provide you with the service.

On the day of your flight, please show up at the airport in advance to activate the service (3 hours before for domestic flights and 4 hours before for international flights), then go to the counter to announce yourself.

Keep in mind:

    • If you require medical equipment, such as oxygen concentrators, wheelchairs, or portable dialysis equipment, you must inform us, regardless of the number of items you require.
    • When traveling with a group of 10 or more people with disabilities, you must contact us at least 48 hours in advance to guarantee assistance.
    • If you need companions, nurses or paramedics on your flight, you can request them through Medical Travel Companions.
    • Check the channels where you can request your special assistance.
    • Mobility and assistance equipment is included in your baggage allowance.
    • Follow our recommendations for the day of your flight, our crew is trained to assist you.
    • In order to guarantee service, it is important that you make your reservation within the recommended times. 
General recommendations:
  1. You don't need a medical certificate to travel, unless you need oxygen or your health condition is such that you can't fly without special medical help. In some cases, we may require a medical certificate if the passenger has a communicable disease.
  2. If you are traveling with your own respiratory equipment, please report an hour in advance, in addition to the time required to start registration and security checks.
  3. For domestic flights in Peru, you must be at the airport counter one hour before departure time. Otherwise, due to operational times, your acceptance will be conditioned.
Information for Europe

In accordance with European Community regulations, please note the following conditions for applying for assistance.

  • The wheelchair service, transport of up to two mobility equipment, service dogs in the cabin and medical equipment is free of charge but must be requested in advance of the flight through our Contact center. 
  • If you need a wheelchair, we recommend that you bring carry-on baggage with a maximum weight of 10 kilograms (20 pounds). 
  • Mobility devices are intended only for your personal use. Otherwise, they will replace your checked baggage, or if additional, they will charge an additional fee.


The service is provided directly by Aena (Spanish Airports and Air Navigation) at the meeting points defined at each airport. Passengers must request the wheelchair service directly from the airline at least 48 hours before departure.

After this time, requests must be made directly to Aena. Once the airline receives the Passenger's request, it will inform Aena between 36 and 48 hours before the trip, through a special list for this procedure.Find out about the Spanish version of assistance for people with reduced mobility and the conditions and restrictions of special services for disabled travelers.


You must request the wheelchair service at least 48 hours before your flight departure. Upon arrival at the airport, it is necessary to contact one of our representatives for the respective service assistance.

Once we receive your request, we will inform the wheelchair service provider 36 hours before the trip.

Information for the United States 

Please read the Bill of Rights for Passengers with Disabilities and the CFR Part 382 on nondiscriminarion based on disability on air travel issued by the U.S. On the Department of Transportation (DOT) website, you can find rules about Non-Discrimination on the Basis of Disability in Air Travel. If you require a copy of the regulations in an accessible format, you may obtain one from the DOT through any of the following means:

  • Within the U.S., by calling DOT's toll-free Air Travelers with Disabilities Hotline at 1.800.778.4838 (voice) or 1.800.455.9880 (TTY).
  • By calling the Air Consumer Protection Division at 202.366.2220 (voice) or 202.366.0511 (TTY).
  • By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.
  • On the website of the Air Consumer Protection Division.
  • If you need additional assistance, ask our staff to contact a Complaint Resolution Official (CRO). Our CROs are specially trained and knowledgeable about Department of Transportation (DOT) disability regulations. They will answer your questions.


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