Passengers requiring special assistance

Mobility-impaired passengers

Mobility-impaired persons are those individuals whose mobility is reduced due to any physical disability (motor or sensory), impairment of intellectual faculties, age, or any other cause of disability. When using transport services, these persons require special assistance and the services offered to the general public may need to be adapted for their particular needs.

 Mobility-impaired passengers require additional, specific and personalised attention during all stages of their journey. In particular, national and international on-board security and safety regulations establish certain requirements for ensuring their safety during travel.

These services are available for:

Iberia Express is happy to provide mobility-impaired passengers with a helpful, professional service, entailing:

  • Easy access to aircraft
  • Adapted resources and procedures
  •  Specific and ongoing training for our personnel

We aim to ensure both your comfort and that of all other passengers.

We also stand ready and willing to meet the needs of passengers requiring special assistance during our flights. For more information, please contact the Iberia Express Booking Centre in your home country.

 

Special assistance is available for all passengers requiring help during their flight due to sensory or motor limitations. This includes passengers requiring wheelchairs, visually- or hearing-impaired passengers and passengers that for any reason need special help during their journey. Iberia Express is happy to help all such passengers in airport terminals, onboard our flights, and while making their flight connections.

All Iberia Express planes have a limited number of special seats for such passengers. Civil aviation regulations limit the number of mobility-impaired passengers on a single flight, based on the type of disability and other circumstances. In order to ensure that we have the necessary resources on hand to correctly provide our services, special assistance must be requested at least 48 hours in advance of the departure day. Therefore, we recommend you make your booking as early as possible.

When booking your flight, please give a detailed description of your disability or the special assistance you require during your journey. Our bookings personnel and our medical staff will work together to provide you with all the information you require, will reserve the most appropriate seat for your personal circumstances and will make sure the necessary services are available.

The purpose of this document is to render air transport more accessible to people with reduced mobility, guaranteeing that their needs are understood and met and that their safety and dignity are respected. This document is intended for airlines that provide services and facilities in airports and aircraft, and can be used as a basis for preparing voluntary codes of conduct. When developing such codes, the appropriate provisions of Document 30 (Section 5) of the European Civil Aviation Conference (ECAC) and Appendix 9 of the International Civil Aviation Organisation (ICAO) must be taken into account. The aforementioned documents are a source of technical information and have been drafted with input from the air transport industry and the governmental bodies responsible for establishing regulations and recommended practices.

DEFINITION

 

Mobility-impaired persons are those individuals whose mobility is reduced due to any physical disability (motor or sensory), impairment of intellectual faculties, age, or any other cause of disability. When using transport services, these persons require special assistance and the services offered to the general public may need to be adapted for their particular needs.

  • Mobility-impaired passengers have the same rights as other citizens to freedom of movement and freedom of choice. This applies to air travel as well as to all other areas in life.
  • Airlines, airports and the agents of services related to both are responsible for attending to the needs of mobility-impaired passengers. Mobility-impaired passengers are responsible for specifying their needs and requirements via the appropriate channels and at the proper time.
  • The information necessary for mobility-impaired passengers to plan their journeys must be provided.
  • The costs of meeting the particular needs of these passengers should not be passed on to them.
  • Disabilities must not be regarded as illnesses. Therefore, mobility-impaired passengers must not be asked to make medical statements concerning their disabilities as a condition for admitting them to a flight.
  • Organisations representing mobility-impaired persons will be consulted over matters related to attending to such passengers.
  • Personnel will be provided with suitable training for understanding and attending to the needs of mobility-impaired passengers.
  • Security checks and controls will be carried out in a manner that respects the dignity of these passengers.
  • Mobility-impaired passengers will be allowed the greatest degree of independence possible.

Airlines may not refuse to transport mobility-impaired persons, unless they are unable to do so safely or to physically accommodate them, or are unable to provide the specific services which may be required during the flight. If a mobility-impaired person is denied transport, the airline must explain the reasons for the refusal clearly and explicitly.

Mobility-reduced passengers who are not able to manage on their own must always be accompanied. Airlines do not provide sanitary, hygienic or safety onboard assistance.  For further information, please contact our Booking Centre.

Airlines will endeavour to seek technical and operative options for improving access to and facilities in aircraft of all sizes, particularly when undertaking major reconditioning work.

In cases where it is not possible to provide a direct route for mobility-impaired passengers (due to the small size of an aircraft, for example), airlines will undertake to propose an acceptable alternative.

Regardless of the size of airports or aircraft, the dignity of mobility-impaired passengers must be respected during boarding and disembarking procedures.

Space permitting, airlines will provide adapted onboard fittings geared to facilitating the autonomy of mobility-impaired passengers within the limits of health, hygiene and safety restrictions.

Mobility-impaired passengers will be treated equally with respect to seat assignments, within the limits imposed by safety requirements. In the event a request to be assigned a specific seat is refused for safety reasons, airlines will explain the grounds for the decision clearly and explicitly.

Guide dogs will be transported in the cabin in accordance with airline rules and national import regulations. No fee will be charged for the carriage of guide dogs. Mobility-impaired passengers will not be charged for the transport of basic objects that facilitate their mobility or of other essential auxiliary elements, in the case of disability.

Airlines must take all reasonable measures to avoid the loss of or damage to objects that facilitate mobility or other auxiliary elements, in the case of disability. In the event of any such loss or damage, airlines will take the necessary action to meet the immediate needs as regards individual mobility.