Choose your preferred country and language

+352 2456-1 [31/12 08h30-16h and 01/01 09h-17h]
Mon to Sat 08.30 - 19.00 / Sun 08.30 - 17.00

Call now

PASSENGER ASSISTANCE

PASSENGER ASSISTANCE

Luxair offers a range of services for passengers with reduced mobility and other disabilities.

To provide you the best service, please let us know 72 hours before departure about the type of assistance that you will need by calling Customer Service Centre, (+352) 24561 or by contacting your travel agency.

 

Passengers needing wheelchair

Wheelchair

BOOK

Book your flight in advance and inform us of your needs for assistance at least 72 hours before departure by calling Customer Service Centre, (+352) 24561, by contacting your travel agency or by filling in our Contact form on the website. Please carefully prepare information about wheelchair model, weight, dimensions, type of the wheelchair (foldable/non-foldable, electric/manual) and type of batteries and communicate it to our call center agent. Passengers’ own wheelchairs are carried free of charge and in addition to the free baggage allowance. For reasons of space, wheelchairs are carried in the hold.

 

PREPARE

Accompanying passenger

Please check whether it is necessary to travel with a companion. Luxair may require the presence of a travel companion. A travel companion is required only if the passenger has a motor-based disability that physically prevents him or her from participating in an evacuation. The travel companion must be over the age of 18 and autonomous, having valid individual ticket.

 

Type of wheelchair

There are internationally recognized wheelchair categories. Stretchers are not allowed on Luxair flights. Some restrictions regarding the size and weight apply on all Luxair aircrafts. Please check the table below and carefully take the measurements of your wheelchair:

 

  Length Width Height Weight  
FOLDABLE WHEELCHAIR          
Manual (not electric) 130 cm 125 cm 130 cm Max. 150 kg  
Electric 130 cm 125 cm 130 cm Max. 150 kg

 

NOT FOLDABLE WHEEL CHAIR          
Manual (not electric) 110 cm 115 cm 86 cm Max. 150 kg  
Electric 110 cm 115 cm 86 cm Max. 150 kg

 

 

 

 

 

 

The height shall be measured by tilting the back of the seat if possible, in order to have the minimum height. Please also note that the weight of your wheelchair must not exceed 150 kg. Luxair reserves the right to refuse any wheelchairs for security reasons if the maximum dimension and weight are not respected. We will take every precaution to avoid any damages. However, we recommend you to keep in your cabin or checked baggage any items that could easily be lost or damaged: pressure-relief cushions, moveable footrest, joystick etc. In most airports, you can keep it with you up to the aircraft boarding gate after having been checked-in at the check-in counter. 

 

Download picture here

  • Please carefully check dimensions described above.

  • Battery-powered wheelchairs may be dangerous for aviation and can only be carried under the following conditions.

     

    Wheelchairs with non-removable battery

    "Non-spillable’ batteries or dry-cell batteries (these also include lithium batteries) must be securely attached to the wheelchair. Battery terminals must be protected from short circuits and the wheelchair must be prepared for transport to prevent unintentional activation.

     

    Wheelchairs with removable battery

    - Lithium batteries must not exceed 300 Wh, or for a device that is fitted with two batteries required for its operation, each battery must not exceed 160 Wh. The removal should be done by following the instructions of the manufacturer or device owner.  

     

    Any battery removed from the mobility aid and any spare batteries must be carried in the passenger cabin. The removed or spare batteries must be protected from damage and short circuits and must be carried in strong, rigid packaging. 

    A passenger may carry a maximum of one spare lithium ion battery not exceeding 300 Wh (total 2 batteries) or two spare batteries each not exceeding 160 Wh (total 4 batteries). 

    Lithium batteries must satisfy the demands of the ‘UN Manual of Tests and Criteria’, Part III, subsection 38.3 (evidence must be produced when booking or checking in at the airport by means of a manufacturer’s certificate or a separate written confirmation).

     

    - For non-spillable batteries: The removed or spare batteries must be protected from damage and short circuits and must be carried in strong, rigid packaging which must be carried in the cargo compartment. 

    A passenger may carry a maximum of one spare battery (total 2 batteries). 

     

    - The ‘spillable’ batteries: Those batteries can compromise safety and can therefore only be transported as cargo. Please contact a cargo transporter to organize the transport. 

AT THE AIRPORT

Check-in:

For your comfort, please allow enough time to arrive at the airport and check in without having to rush. A special assistance counter may be provided at the airport depending on destination. We recommend you to arrive at the airport 2 hours before departure.

 

Please note the following rules for the carriage of wheelchairs:

 

A person with reduced mobility is allowed, without additional charge and in addition to any medical equipment, to transport up to two pieces of mobility equipment on board, including an electric wheelchair, subject to 72 hours prior notice and to possible limitations of space on board the aircraft, and subject to adherence to relevant legislation concerning dangerous goods. 

 

In all cases where assistance is required, Luxair will arrange to take the passenger to and from the aircraft. For further details please contact our Customer Service Centre, (+352) 2456 1 or your travel agency. 

 

Priority boarding: 

If you are traveling in a wheelchair or have requested individual assistance, Luxair offers you priority boarding whenever possible. Priority boarding enables you to get seated comfortably, before the arrival of the other passengers.

 

ONBOARD

The cabin crew members will provide all of the useful information required to make your flight as safe and as pleasant as possible. However, this assistance does not include help with eating, drinking, taking or administering medication, restroom assistance, or other personal assistance. Please note, that our cabin crew is not trained to lift passengers.

 

Therefore, you must be able to perform certain duties necessary during air travel, without the help of a third party. If this is not the case, we recommend you to travel with a companion in order to avoid any difficulty on board. For your comfort most seats are equipped with foldable armrests.  Please be informed that a wheelchair is not available on board of Luxair flights.

 

AT DESTINATION

On arrival at your destination airport, your own wheelchair will be returned to you either immediately upon disembarkation, or at the latest at baggage claim. While disembarking, you may have to wait a little while, to make your trip as comfortable as possible, our assistance will pick you up after disembarkation of all other passengers. 

 

 

Broken limb in a cast (arms, waist, legs, etc.)

broken leg

BOOK

If you have a broken limb in a cast you should advise Luxair of both your condition and assistance requirements (if applicable) by contacting Customer Service Centre, (+352) 2456 1 or your travel agency.

 

PREPARE

  • Medical Certificate stating that you are allowed to travel must be shown at the check-in desk;
  • If you are traveling with upper limbs in cast, waist and above, you will only require one seat; 
  • If you are travelling with a full leg in cast you must purchase *1 extra seat* in total, per journey, to travel. This will enable the leg to be elevated during the flight and reduce swelling. Please contact the Customer Service Centre, (+352) 2456 1 or your travel agency to communicate the cast dimensions and get further information.
  • If you are travelling with lower leg in plaster, below the knee only, you will only require one seat.

 

If a plaster cast has been fitted on any limb for less than 48 hours then the cast needs to be split (the split needs to run along the entire length of the cast). If the plaster cast has been fitted for more than 48 hours there is no requirement for the cast to be split. 

AT THE AIRPORT

Luxair arranges an assistance service to help you if you are traveling alone. We help you at the check-in and to access the aircraft.

 

ONBOARD

In the aircraft our cabin crew will help you to get to your seat and give you information about the safety regulations and the location of emergency exits, restrooms, call buttons, etc. 

Our cabin crew may help you to get to the restrooms, however we cannot assure assistance within the restrooms. 

 

AT DESTINATION

Upon request, Luxair arranges assistance at arrival for de-boarding and baggage reclaim. If you have a connection flight, we arrange assistance for you to get to the next flight safely.

 

 

Pregnant? You're safe with us!

If your pregnancy is trouble-free, you can fly up to your 36th week without special conditions.

 

In the following situations, you’ll need to show a medical certificate dated less than 7 days prior to your departure:

 

- if you’re experiencing complications during your pregnancy

- if you want to travel within 7 days after giving birth

 

Please note: medical certificates must state the estimated due date, and the relevant flight dates. 

Plus-size passengers

If you need a second seat for your comfort, the cost will be the adult fare minus airport taxes.

 

For children, it’s the child fare minus airport taxes. Any questions?

 

For further information or to book, contact our Customer Service Centre on +352 2456 1. Contact us for more information

Assistance for those who are seeing-impaired

Blind

BOOK

Luxair does its best so that you can fly in best company and make your journey as safe and pleasant as possible. You can request this service by contacting our Customer Service Centre, (+352) 2456 1 or your travel agency  at least 72 hours before departure and you will get special assistance.

 

AT THE AIRPORT

Luxair arranges an assistance service to help you if you are traveling alone. We help you at the check-in and to access the aircraft.

 

ONBOARD

In the aircraft our cabin crew will help you to get to your seat and give you information about the safety regulations and the location of emergency exits, restrooms, call buttons, etc. Please feel free to ask for a description of the contents of your meal/snack. Our cabin crew may help you to get to the restrooms, however we cannot assure assistance within the restrooms.

 

AT DESTINATION

Upon request, Luxair arranges assistance at arrival for de-boarding and baggage reclaim. If you have a connection flight, we arrange assistance for you to get to the next flight safely.

Assistance for hearing-impaired passengers

hearing-impaired

BOOK

Luxair does its best so that you can fly in best company and make your journey as safe and pleasant as possible. You can request this service by contacting our Customer Service Centre, (+352) 2456 1 or your travel agency at least 72 hours before departure. 

 

AT THE AIRPORT

Please, if needed, inform us at least 72 hours before your departure of your impairment so Luxair can arrange the right assistance at the airport. 

 

ONBOARD

Our cabin crew is prepared to provide you with all the essential information. Do not hesitate to contact the cabin crew if you need any assistance. 

 

AT DESTINATION

Upon request, Luxair arranges assistance at arrival for de-boarding and baggage reclaim. If you have a connection flight, we arrange assistance for you to get to the next flight safely. 

Assistance for those with a learning or cognitive disability

BOOK

We do everything possible to guarantee a safe trip for all passengers. Passengers with a learning or cognitive disability are allowed to travel alone if they are able to understand and implement safety measures.

 

AT THE AIRPORT

Please keep in mind that airports can be busy and confusing, security checks and customs can take time and can be stressful or there may be turbulences on the flight.

 

ONBOARD

Please inform the cabin crew if you have a learning or cognitive disability to get the best service in case of emergency situations.

 

Our flight attendants will do everything to ensure that your flight is as comfortable and pleasant as possible. However, this assistance does not include help with eating, drinking, taking or administering medication, restroom assistance, or other personal assistance.

 

Travelling with medication and medical equipment

AT THE AIRPORT

Medication (including liquid medicines, medical supplies such as syringes, etc.) has to be carried in your hand baggage for security reasons. A subscription or a supporting letter from your doctor is required to avoid delays and problems at security or customs.

 

ONBOARD

  • Please note that we are not able to keep your medicine at a cool temperature. We recommend you to bring your own ice pack or equivalent. 
  • There is no power outlet for any medical equipment, so please ensure that your equipment if needed is battery powered. The use of some authorized medical equipment is prohibited during taxi, take-off, approach and landing. Please check with our Customer Service Centre, (+352) 2456 1 or with your travel agency for more details. 

 

Authorized medical equipment: Asthma inhalers; gas cylinders for mechanical limbs; epipens and hypodermic needles; liquid medication; nebulisers; oxygen cylinders; portable medical electronic devices containing lithium ion / metal batteries (e.g. defibrillators); radio isotopic cardiac pacemakers and radiopharmaceuticals; tablets and capsules.

 

Usage of oxygen during the flight: 
Oxygen provided by airline must be booked 72 hours prior to departure by contacting the Customer Service Centre, (+352) 2456 1 or your travel agency at the charge of 75 EUR per flight segment. If you are using your own portable oxygen concentrator (POC), please contact the Customer Service Centre, (+352) 2456 1 or your travel agency for more information in order to add the details of your POC into your reservation.

 

Allergies

Severe allergic reaction: this is a rare situation but please inform yourself with your doctor before you book on how to prepare you travel and on how to minimise the risks. 

 

PREPARE

Please carry your epinephrine / adrenaline auto-injector in your hand baggage, clearly label the medication. You can bring a block of ice pack to keep your medicine at a cool temperature. 

 

ON BOARD

After boarding, inform the cabin crew and the people seating next to you of your severe allergy and about how they can help you in case of emergency. 

Please be aware that it is not possible for us to create an allergen-free environment. Our cabin crew has the allergen list of the meals served onboard, please do not hesitate to ask for it.

 

Recent surgery or illness

You should be very careful if you are going to fly after a surgery or an illness. Please contact your doctor before booking to confirm that you are entirely ready to fly.

 

Please remember to bring a medical certificate with you. It may be helpful during your trip.

 

Luxair is not responsible of any incident related to recent surgeries.

 

If you have any further questions or require specific assistance, please do not hesitate to contact our Customer Service Centre, (+352) 2456-1 or your travel agency. 

Are you travelling with a seeing-eye dog or assistance dog?

assistance dog

 

 

 

 

Luxair transports your guide or assistance dog at no extra charge.

 

You can find more detailed information about assistance dogs on the following page.