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Passengers with reduced mobility

Prepare for your journey

On the following pages we have compiled important information for people with special needs who are flying with Luxair. Passengers with a severe disability are recommended to travel with a companion. Luxair requires the presence of a travel companion for the safety of reduced-mobility passengers in the following cases: (i) if the passenger has a severe disability preventing her or him from understanding and following safety instructions, or (ii) if the passenger has a severe disability preventing her or him from participating in an emergency evacuation. Find out here about our services for passengers with reduced mobility or sensory impairment.

  • Booking and reservations

    To enable us to make you as comfortable as possible and to provide you with the assistance you need, please make your assistance request preferably when you book your flight but in any case no later than 48 hours prior to departure.

     

    After booking your ticket by phone, online or through a travel agency, you must contact the Customer Service Centre, (+352) 2456-1, to inform us of your specific needs.

Passengers with reduced mobility

There are internationally recognized wheelchair categories. Stretchers are not allowed on Luxair flights. To help Luxair understand how we can help you in the best way possible, please let us know to which category you belong:

  • WCHR (Wheelchair Ramp)

    Passenger able to walk by himself/herself inside the plane as well as ascend or descend steps, but who requires a wheelchair or other means of transport to move long distances inside the airport.

  • WCHS (Wheelchair Steps)

    Passenger able to walk by himself/herself inside the plane, but who is unable to ascend or descend steps and who requires a wheelchair or other means of transport to move inside the airport.

  • WCHC (Wheelchair Cabin)

    Immobilized passenger requiring a wheelchair to move about, and assistance from the time of arrival in the airport until the end of the flight, as well as to the airport exit.

Wheelchairs

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. We therefore ask you to check-in your wheelchair. Depending on the aircraft used, please note that the width and height of your wheelchair must not exceed the maximum width and height of the cargo hold door. Some restrictions regarding size and weight apply on smaller aircraft. The cargo doors on the smallest aircraft operated are around 86 cm in height, 115 cm in width and 110 cm in length. Please also note that the weight of your wheelchair must not exceed 150 kg.

  • Battery-powered wheelchairs

    Battery-powered wheelchairs can be carried under the following conditions:

     

    - the ‘nonspillable’ batteries or dry-cell batteries. These also include lithium batteries. For these batteries the battery must be disconnected, the opposite poles must be isolated from each other in order to prevent any accidental short-circuits, and the battery must be securely attached to the wheelchair. 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).

     

    - the ‘spillable’ batteries. Those batteries can compromise safety and can therefore only be transported as cargo. Please contact Customer Service Centre, (+352) 2456-1, for further information.

     

    It is therefore important to inform us 48 hours before departure of the measurements, weight and type of the wheelchair and batteries in question.

Special assistance

At the airport

In all airports within the European Union, the assistance of persons with reduced mobility falls under the responsibility of airport management in accordance with the European Regulation 1107/2006.

 

To help you, some airports have put in place special signage to guide you. Some airports are equipped with a special assistance desk. You will be able to find the location of the assistance desk by visiting the airport website. In airports not equipped with a special assistance desk, assistance will be provided at the check-in.

  • Check-in

    We recommend that you arrive at the airport 2 hours before departure in order for you to obtain the assistance that you need. Whenever possible, express passage for persons with reduced mobility is provided at check-in and upon boarding.

  • Baggage

    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, including an electric wheelchair, subject to 48 hours’ prior notice and to possible limitations of space on board the aircraft, and subject to adherence to relevant legislation concerning dangerous goods.

     

    Some restrictions regarding size apply on smaller aircraft. The cargo doors on the smallest aircraft operated are around 86 cm in height, 115 cm in width and 110 cm in length.

     

    For further details please contact the Customer Service Centre, (+352) 2456 1.

On Board

Our flight attendants will be informed of your presence on board and will assist you as much as they can. They will help you with boarding and exiting the aircraft and will provide you with all the information you need. Nevertheless, this assistance does not include help with eating, drinking, taking medication, assistance in the toilet, lifting or carrying passengers. You should therefore be able to perform certain personal activities necessary during your flight, without assistance. If this is not the case, we recommend that you travel with a companion.

 

For your comfort most seats are equipped with foldable armrests.

 

Please be informed that a wheelchair is not available on board Luxair flights.

 

At the destination

Upon arrival, airport staff will meet you at the aircraft and will accompany you through the various airport checkpoints.

If you had a wheelchair, it will be returned to you upon your arrival or at the latest at the baggage reclaim area.

 

Sensory-impaired passengers

Upon boarding the aircraft, our flight attendants will help you get seated and give you various kinds of information (where you are located within the aircraft, where the cabin crew call system buttons are located, the location of the life jacket, where the oxygen masks are located and how they are used, etc).

  • Transport of a service dog

    Passengers travelling with special needs may take a service dog into the aircraft free of charge and should inform the Customer Service Centre, (+352) 2456-1, at least 48 hours before departure. Please ensure that:

     

    - the dog complies with all sanitary requirements in the departure, arrival and connecting countries;

    - the dog is kept on a leash; and the dog does not obstruct the aisles in the aircraft.

     

    Luxair does not accept any pets in the cabin on its flights to the United Kingdom and Ireland, but does accept a service dog to the United Kingdom and Ireland subject to the applicable legislation. For further details please contact the Customer Service Centre, (+352) 2456-1.

Specific medical conditions

Passengers with specific medical conditions must contact the Customer Service Centre, (+352) 24561, at least 72 hours before departure to request the service required.

 

 

Oxygen

  • Therapeutic Oxygen provided by Luxair

    Luxair can provide certified aviation oxygen on board. This service is available for a fee of € 75 per flight and must be requested when booking flights and at least 72 hours before departure.

     

    The Aero-med Oxygen unit is designed for dispensing therapeutic oxygen as prescribed by a physician to passengers travelling by commercial air carrier and complies with the requirements of FAR 121.574. The Aero-med Oxygen unit has a manually adjustable flow rate of 2–8 litres per minute and is calibrated to deliver a minimum set flow from cabin altitudes ranging from sea level to 8,000 feet.

     

    Passengers must have a doctor’s certificate that allows them to fly. The certificate must indicate the required flow rate.

     

    Please note

    Luxair does not accept passengers with their own oxygen supplies on board.

  • The use of respiratory devices

    Luxair allows the use of Portable Oxygen Concentrators (POC) on board. Personal respiratory devices can be used throughout the entire flight and must be requested when booking flights and at least 72 hours before departure.

     

    However, Luxair aircraft are not equipped with power outlets to charge respiratory devices on board. We therefore recommend that you check your device's power supply and bring additional batteries if necessary.

     

    Their size must not exceed 45 x 23 x 25 cm or 45 x 42 x 20 cm.

     

    Lithium metal batteries must not exceed 2 g of lithium per battery and the watt-hour rating must not exceed 100 Wh for lithium ion batteries. Devices in the hold must be switched off completely and must be protected from damage. A POC is classed as a Portable Electronic Device (PED) and is restricted to 15 PED per passenger.

     

    Passengers must have a doctor’s certificate that allows them to fly. The certificate must indicate the required flow rate.