We understand that special needs require special attention. We would like to make travel as easy as possible for all of our guests, hence we offer special facilities and assistance for guests with limited mobility to ensure that they have a safe and pleasant journey.
Please read the below sections for more information:
Wheel Chair Assistance: Guests with reduced mobility will be provided courtesy wheelchair assistance on request. Although not required, advance notice and confirmation of arrangements helps us to provide you with timely and better service.
In case you need to travel on stretcher, please refer to our policy on Stretcher.
Courtesy wheelchair assistance is given to guests subject to the following conditions:
Personal Wheelchairs: We accept power driven wheelchairs, assistive devices or other mobility equipment as checked baggage from guests with mobility disability who are dependant on such equipment.
Guests who prefer to use their own wheelchair, they shall be permitted to use it provided the wheelchair conforms to specifications as laid down by Disabled Persons Transport Advisory Committee (DPTAC), UK.
If you are traveling with your own wheelchair, scooter or other assistive device, we recommend that you contact us with the length, breadth, height and weight information at least 48 hours prior to your journey so that we can make the necessary arrangements. We also request that you come to the airport one hour prior to the recommended check-in time so that we may ensure proper handling of your battery-powered mobility aids. Once you arrive at the airport, please inform us at the check-in that you would like to use your personal wheelchair from / to the aircraft.
Power driven wheelchairs and assistive devices, which have a wet (spillable) battery are carried subject to the following conditions:
In cases where the wheelchair requires disassembly for loading in the aircraft and then reassembly on arrival at destination, the guest should provide written instructions concerning the disassembly and reassembly of their wheelchairs.
We request you to inform the respective airport a minimum of 48 hours prior notice for carriage of spillable wet cell battery operated wheelchairs, in order to procure the container and hazardous materials packaging.
If your wheelchair/assistive device is checked with baggage, it will be returned to you at your final destination. We will transport you in another wheelchair from check in to the aircraft, to any connecting flights, and upon arrival to the baggage collection area at the final destination.
If the personal wheelchair cannot be accommodated in the cabin, the same shall be stowed in an accessible area of the cargo hold, which will allow the wheelchair to be returned on time to the guest.
Guests under 12 years of age, who require a wheelchair, must always be accompanied by an ABP / Safety Assistant.
Assistive device means any piece of equipment that assists a passenger with a disability to cope with the effects of his or her disability. Such devices are intended to assist a passenger with a disability to hear, see, communicate, maneuver, or perform other functions of daily life, and may include medical devices and medications.
Small collapsible assistive devices that can be safely stowed in an overhead bin or under the seat will be accepted as cabin baggage.
Acceptance of automated wheelchairs/assistive devices using batteries shall be subject to dangerous goods regulations.
FAA approved personal electronic respiratory assistive devices such as ventilators, respirators, CPAP and POC including non-spillable batteries are allowed to be carried in the cabin subject to Medical, Engineering and Security clearance. These devices may be used in the cabin provided it is possible to be stowed in a way that meets safety regulations. Guests shall ensure battery operated assistive devices have sufficient battery supply to last for 150% of the expected maximum flight duration.
Other mobility aids such as canes, crutches and foldable walkers are allowed in the cabin provided they are stowed in a manner that prevent it from sliding into the aisle or from obstructing access to emergency exits.
Prescription medications and any medical devices needed to administer passengers such as syringes or auto-injectors are allowed as long as they comply with applicable safety, security and dangerous goods regulations. Guests are responsible for disposal of used syringes, needles etc.
If your assistive device is battery powered, please be advised that Jet Airways accepts only non-spillable batteries. A battery may be refused if there is any sign of damage or leakage.
If you cannot pre-book, any Jet Airways employee will be happy to assist you at the airport with coordinating the storage of your assistive devices on the plane.
For information on traveling with Service Dog, please refer to the section Service Animals.
Guests with sight disabilities can travel with or without a sighted companion. If you would like assistance with directions and / or navigating the terminals or wheelchair assistance, please let us know.
Medical clearance is not required for guests with sight disabilities unless the guest requires special medical care.
Guests who have both a sight as well as a hearing disability (deaf and blind) will need to travel with safety assistant (ABP), so that the crew can adequately convey safety instructions in a method of communication (tactile sign language etc) required by the passenger.
For information on travelling with a Service Dog, please refer to the section Service Animals.
Please advise our gate agents that you have a hearing disability so that they may alert you to important flight information. For information on travelling with the Service Dog, please refer to the section Service Animals.
Guests who require personal or continuous attending care or who are unable to follow safety instructions from our personnel must travel with an attendant / escort.
If you are temporarily disabled due to a medical reason, please consult your doctor before travelling and the guidelines on our website
Jet Airways accepts “Service Dogs” assisting a person with a disability on its International and Domestic Services.
Kindly take note of the following when travelling with a Service Dog:
Can be transported in either the aircraft hold or passenger cabin, depending on the guest’s requirement and subject to safety regulations.
The guest with the disability and the service dog may travel in any class, subject to seat assignment complying with safety regulations.
It is the responsibility of the guest to comply with all local regulations for the departure, transfer point (if any) and destination. This includes (but is not limited to) Customs, Quarantine and Health Regulations, which vary from country to country, Animal / Pet Travel Schemes, e-tagging / micro-chipping, Import / Export formalities, vaccinations, health inspections, certificates, animal passports, tests and treatments and foodstuff import / export regulations if carrying food for the animal.
Guests have to provide credible evidence that service dog has been trained from an appropriate institution, vaccinated and medicated. However, in case a guest with disability is not holding a training certificate for the service dog, a verbal assuarance from the guest is also acceptable.
Except for emotional support dogs, prior notice is not required for service dogs but recommended.
Carriage in the Passenger Cabin:
The guest must carry a moisture-absorbent mat, appropriate food for the animal and a container for water , appropriate food for the animal and a container for water.
Assistance animals will be carried in the hold if:
The animal is too large to be accommodated in the passenger cabin or the animal poses a safety hazard or threat to other guests (e.g. snarling, attempting to bite, clawing & unruly behaviour) and cannot be brought under control by its user. In such cases, the service dog will be transported free of cost in the cargo hold in a container provided by the passenger as per the IATA LAR (Live Animal Regulations).
The animal is not accompanying a person with a disability (e.g. service animal under care of a trainer).
We accept FAA approved Personal Oxygen Concentrators (POC) for use in the cabin on journeys into / out of USA on online and code share flights. If carrying a POC as check-in baggage, there is no charge.
Only Airsep Lifestyle, Airsep Freestyle, Inogen One, Sequal Eclipse and the Respironics Evergo brands are accepted for use in the cabin.
If you intend to use a POC on a flight into / out of USA, you should:
Guests who require personal or continuous attending care or who are unable to follow safety instructions from our personnel must travel with an attendant / escort as the cabin crew are trained in first aid only and are not able to render special nursing care.
The Personal Care Attendant must be trained and fully familiar with the physical condition of the guest with the disability and must be capable of attending to the guest’s needs such as administering medication, oxygen, feeding, assistance in using the lavatory facilities etc.
A Safety Assistant is an able-bodied person (ABP) who assists the guest with disability to exit the aircraft in case of an emergency evacuation, or to establish communication with cabin crew for the purpose of the required safety briefing.
A safety assistant would be required for:
Guests traveling in a stretcher - The safety assistant must be a medical / paramedical escort. In selected cases, the Medical Department may permit a non-medical escort.
Guests with mental disability who are unable to comprehend or respond appropriately to safety instructions, including the regulatory safety briefing.
Guests with a mobility impairment so severe that the person is unable to physically assist in his or her own evacuation of the aircraft.
Guests with severe hearing and severe vision impairments, if the passenger cannot establish some means of communication with the cabin crew that is adequate both to permit transmission of the regulatory safety briefing, and to enable the passenger to assist in his or her own evacuation of the aircraft in the event of an emergency.
Kindly note the following:
The safety assistant shall be at least 18 years old, physically and mentally able and willing to evacuate the disabled passenger in case of an emergency.
The Safety Assistant is required to check – in along with the guest with the disability and will be seated next to the guest, in order to assist in case of an emergency.
If a safety assistant is accompanying several guests with disability, the safety assistant will be seated in the same row as the guest with disability. In case seats are not available in the same row, then the safety assistant is seated in the row immediately in front or behind of the guest with disability.
Guests with severe hearing and vision impairment who wish to travel without a safety assistant should notify Jet Airways at least 48 hours in advance to describe their proposed method of communication with the cabin crew. In case the guest is unable to do so, Jet Airways will accommodate the guest to the best extent possible.
The CRO / Airport Manager decision to accept such passenger for travel without a Safety Assistant can only be reversed by a determination made by the Commander based on the safety of the aircraft and its passengers.
In case of disagreement with a passenger’s self-assessment that he or she can travel without Safety Assistant, the CRO (for US flight) / Airport Manger (for non-US flight) shall be notified for resolution.
Guests are advised that the CRO / Airport Manager will not be able to find or provide the safety assistant and it is the responsibility of the guest to arrange for a safety assistant.
On the carriage of disabled and PRM guests, Jet Airways will be committed to the following :
Persons with disabilities and reduced mobility will not be discriminated by reason of such disability and will receive all possible assistance required for their air transportation. They will have same rights as provided to other passengers such as access to internet ticketing, special/discounted fares, time limit for holding the bookings, reservations on telephone etc.
All necessary information about the specific requirements of passenger with disability / PRM will be obtained at the time of ticketing / online booking process or through call centers. Once the ticket has been confirmed no further enquires will be made.
Jet Airways will ensure that all medical information collected from persons with disability or reduced mobility is kept strictly confidential.
Once persons with disability or reduced mobility report at the airport with valid booking and intention to travel, Jet Airways will provide assistance to meet their particular needs and ensure their seamless travel from the departure terminal of the departing airport up to the aircraft and at the end of the journey from the aircraft to the arrival terminal exit, without any additional expenses. On-board wheelchairs are provided for passenger’s in-flight use on all aircraft type except B737 and ATR 72 fleet.
Persons with disabilities and reduced mobility will be allowed to carry their assistive devices weighing up to 15 kgs free of charge as additional baggage subject to the limitation of the aircraft; for piece concept, free baggage allowance will apply as per respective cabin policy i.e. business or economy class baggage allowance policy.
The safety rules that apply to the carriage of persons with disability or reduced mobility as well as any restrictions on their carriage or on the mobility equipment due to the size of aircraft will be made available on Jet Airways website so that while making bookings, passengers with disability or reduced mobility have the option to select the required facilities which he/she will require during the journey.
Persons with disabilities and reduced mobility will not be refused transportation on the basis of his or her disability or because the person’s disability results in appearance or involuntary behavior that may offend, annoy, or inconvenience crew members or other passengers. Refusal to provide transportation will be exceptional and based on safety reasons or the carriage would violate DGCA, BCAS or the applicable State rules / requirements.
Persons with disabilities who intend to travel with a service dog in the cabin will not be denied transportation or refused carriage of the service dog on the basis that its carriage may offend or annoy Jet Airways personnel or persons traveling on the aircraft. Transportation may be refused on the basis of (a) Safety or security reasons; or (b) to comply with applicable laws, regulations or orders.
When a passenger is refused to provide transportation on the basis of disability, Jet Airways will provide a written statement stating the reasons of such refusal within 10 days of such occurrence.
If passengers for any reason have to be offloaded from a flight that is operating on schedule, highest possible priority for transportation will be given to persons with disability or reduced mobility, including their escorts (Safety Assistant / Personal Care Attendant), if any.
In case of change of aircraft type within Jet Airways or partner airline, Jet Airways will remain at the endeavor to provide similar facilities to persons with disability or reduced mobility, subject to compliance of regulatory provisions. When the flight is operated by Jet Airways alliance, interline or code-share partners, they may have their own restrictions due to state regulations, in that case the latter restriction shall apply.
In case of in-transit offloading due to unforeseen circumstances, persons with disability or reduced mobility will be allocated accommodation suitable to their needs as far as practicable.
Jet Airways have appointed a Nodal Officer and Appellate Authority / Compliant Resolution Officer (CRO) for US flight to settle the passenger grievances in a stipulated time frame. Details of Nodal Officer and Appellate Authority will be made available on Jet Airways website.
Jet Airways acceptance policy of Disabled / PRM guests is as follows. In case the flight is operated by one of our airline alliance or franchise partners, the restrictions of the operating airline shall apply.
For safety purpose Jet Airways has classified Disabled and PRM passengers as:
Ambulatory Persons (Mobile) - An ambulatory person is mobile and does not require assistance in an emergency evacuation. These persons are able to board, move about and disembark the aircraft unassisted.
No restriction applies on the number of ambulatory persons allowed per flight provided safety requirement with regards to seating are complied with.
Non-ambulatory Passengers (Immobile) - Non-ambulatory passengers are immobile and require assistance in an emergency evacuation. These passengers are unable to board, move about and disembark the aircraft without assistance.
In cases where non – ambulatory persons cannot feed themselves or require assistance in using the lavatory facilities, they must be accompanied by an able bodied person (ABP) / personal care attendant.
The maximum number of non-ambulatory persons with disability or reduced mobility permitted to travel in a single flight shall not be more than the number of cabin crew (minimum required cabin crew) except when such passengers are accompanied by trained escorts.
Acceptance policy of non-ambulatory guests is as follows:
Acceptance of unescorted non – ambulatory guests will be subject to the minimum number of cabin crew on the relevant aircraft type:
For guests accompanied by the trained escorts, there will be no limit on the number of non-ambulatory passenger acceptance provided safety requirement with regards to seating (exit row) are complied with. For safety of aircraft operations, when non-ambulatory passengers are accepted in a group, at least one escort shall accompany two non-ambulatory passengers.
Service dogs will be carried free of charge in the cabin on all international and domestic flights. Acceptance of service dog / emotional support dog accompanying a person with emotional disability or mental health-related disability, then the acceptance to travel will be subject to medical clearance. For more information, please click here.
Guests requiring medical clearance shall not be accepted unless travel is approved by the Jet Airways Medical Department.
Personal Oxygen Cylinders are not allowed to be carried on-board. If a guest requires the use of oxygen during part, or all of the flight, additional charges for uplift of oxygen cylinders will apply.
Acceptance of stretcher cases shall be subject to limitation of the aircraft and shall be accompanied by an escort who is capable of attending to the guest’s medical needs during embarking, disembarking, in-flight and emergency evacuation.
The Commander has the authority to refuse transportation if he assesses a direct threat to the safety of other guests or the aircraft. The Commander may request a medical evaluation by a qualified physician or by using the services of International SOS available at the gate of international terminal/airports.
As per the United States Department Of Transportation 14 CFR Part 382: Non-discrimination on the Basis of Disability in Air Travel, any guest travelling to / from the United States on Jet Airways encountering, any kind of discrimination can ask any crew member or a ground staff for a Complaint Resolution Official (CRO).
Jet Airways airport managers at airports in the USA, Brussels and at International terminal / airport in India are trained as CRO's and are aware of the norms and regulations of this act. The CRO is available during operating hours and will be glad to assist you with any query or issue resulting from any kind of discrimination.
Guest(s) can obtain a copy of the US DOT Part 382 (Non-discrimination on the basis of disability in air travel: final rule) in an accessible format from the DOT by any of the following means:
The DGCA has laid down the acceptance and handling requirements for airlines, airport operators and ground handling agencies for the protection of and provision of assistance to disabled persons and persons with reduced mobility travelling by air, in order to protect them against any form of discrimination and to ensure that they receive all possible assistance with due respect and dignity, in the Civil Aviation Requirements (CAR), Section 3 – Air Transport, Series ‘M’, Part I, Issue III dated 28th February, 2014.
In the case you have not been provided with reasonable facilities mentioned in this policy, you may directly intimate our officials mentioned below, who have been designated for redressal of passenger grievances.
Nodal Officer : Ms. Manasi Bhatia
Tel: +91 22 6121 2300
Email ID: email@example.com
Appellate Authority : Ms. Deepika Poojary
Email ID: firstname.lastname@example.org
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