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Special assistance

  • What responsibilities and limitations should be taken into consideration for passengers with special needs?

    Passengers with special needs should take into account the following responsibilities and limitations:

    The following types of passengers with special needs should sit in the seats set aside for such purposes on the plane: 

     

    • (i) Passengers who fly with a guide dog. 
    • (ii) Passengers with little or no mobility in the cabin. 
    • (iii) Passengers with intellectual disabilities. 
    • (iv) Passengers who are blind or who have a visual disability who need special assistance.

     

    The kind of special assistance booked will appear on the online boarding pass. If the phrase (PRM SEAT) appears, a seat designated for this person will be reserved in the cabin.

    Civil aviation safety regulations state that passengers with special needs may not be seated in the rows next to emergency exits or in obstructed seats.

    If you have made a booking without communicating your requirements to us, you should phone our Customer Service Centre to make your request or reserve assistance using the booking confirmation service on our website.

    You must inform us of your needs a minimum of 48 hours in advance so we can notify the airport authorities that assistance will be required. The airport authorities cannot guarantee being able to deal with requests received with less than 48 hours’ notice, so if we are not informed in time, passengers may be unable to travel. However, whenever possible, Volotea will do whatever we can to provide assistance to these passengers when boarding and disembarking from our flights.

    Please contact our Customer Service Centre for information on our wheelchair transportation policy and the maximum dimensions permitted.

    Passengers who have requested assistance should go to the special assistance counter at least 2 hours before their flight departure. Additionally, you should arrive at the boarding gate at least 30 minutes before your flight departs. 

    For safety reasons, the number of seats for persons with reduced mobility on board is limited. Please check whether you require special assistance and contact us if you have any doubts. An unnecessary request for assistance could result in one person who does require assistance being left on the ground.

    Passengers who need an escort
    An adult is required (16 years or older and without disabilities) as an escort for a passenger with reduced mobility whenever he/she needs additional help for evacuation in case of emergency.

    A passenger with special needs is considered to be able to take care of themselves as long as they are capable of carrying out, as a minimum, the following actions:

    Understand the safety and emergency instructions that the cabin crew communicates to the passengers.

    Support the upper part of their body without assistance.

    If you require medical assistance, you should be able to administer your own medications and medical procedures without help.

    Procedures and medications
    Passengers are allowed to bring essential medications and/or up to 2 items of mobile equipment as carry-on baggage, as long as said medical or mobile equipment is of a size and shape appropriate for transportation in the cabin of the plane. If it exceeds the established measurements, it should be checked in and will be transported in the baggage compartments. These additional items will be transported without charge in addition to their normal baggage.

    Medication or medical equipment should be carried separately from the rest of their checked baggage in order to guarantee their acknowledgment at check-in.
    In order to verify the use of these essential medications and/or medical supplies, you will have to present relevant medical documentation (i.e., a letter from your doctor) confirming that you need these medications and/or supplies.

    Wheelchairs and mobility equipment
    Heavy wheelchairs and other devices for aiding mobility that cannot be manually stowed in the baggage compartment of the plane will only be accepted on flights in which both airports can provide the necessary mechanisms for loading and unloading them.

    Sealed, non-spillable, battery-operated wheelchairs may be transported on Volotea's planes. However, Volotea will not transport wheelchairs that use unsealed, spillable batteries.

    Need for an additional seat
    The minimum dimensions of our seats is as follows:

    Pitch (distance between the seat back and the back of the seat in front of you): 29" (approx. 72.5 cm).

    Width (distance between the armrests): 17 ½" (approx. 44 cm).

    If for any reason (including medical needs, i.e., having a broken leg) you cannot fit in a single seat with the dimensions stated above, you should purchase additional seats at the fares in force in order to meet your needs.

    Passengers with visual or hearing deficiencies
    Passengers who are blind, with visual deficiencies, or who are deaf or have hearing deficiencies.

    Pre-boarding will be organized for blind, visually impaired, deaf or hearing impaired passengers so that the cabin crew can explain the security regulations on board the plane. If you are traveling with a guide dog, please read the following article.

    Guide dogs

    A guide dog is one that is specially trained to offer mobility assistance for blind or visually impaired people as well as deaf or hearing impaired people.

    In order to travel as a guide dog on a Volotea flight, the dog must:

    Have been trained to accompany and assist people with the above disabilities.

    Have been trained by a recognized training organization.

    Have an official identity document issued by a recognized training organization confirming that the dog is a fully-trained service dog or that it is under the control of an authorized trainer.

    Wear an identifying harness or jacket.

    Remain under the control of the passenger at all times.

    Passengers should let Volotea know in advance if they are planning to travel with a guide dog. This can be done during the booking process or by contacting Customer Services at least 48 hours before the flight departure.

    Volotea will accept the use of guide dogs for blind, visually impaired, deaf or hearing impaired passengers who require the assistance of a guide dog on flights within the European continent and from all airports in which we operate. For these purposes, flights from the European continent to Sicily, Sardinia or the Balearic Islands (or vice versa) will be considered to be flights within the European continent.

    Guide dogs can travel for free, together with their containers and food, in addition to the normal luggage allowance on all flights that take off and land within the European continent, from all of the airports in which we operate and always in accordance with our Conditions of Carriage.

    The acceptance of guide dogs for transport in the airplane cabin is dependent on the passengers assuming all responsibilities for them.

    We accept no responsibility for guide dogs traveling without the appropriate documentation, including responsibility for damages, loss, delay, illness or death of the dog or for any expenses arising due to the entry or denial of entry to any country, state or territory of the guide dog.

    Guide dogs will be accommodated on the cabin floor, at the feet of their trainer. While inside the airport terminal and on board the airplane, dogs must wear a harness (provided by the trainer) at all times. The harness must be attached to their owner’s seat belt during take-off and landing, when there is turbulence and when the “fasten your seat belts” sign is on.

    In order to verify that all of the requirements are fulfilled, we recommend that passengers with guide dogs check in 120 minutes before the departure of their flight.

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