Guests with disabilities

Guests with sight disabilities can travel with or without a sighted companion. If you would like wheelchair assistance or help with directions and/or navigating the terminals, 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 a safety assistant (ABP), so that the crew can convey safety instructions adequately to the passenger.

For information on travelling with a Service Dog, please read the div on Service Animals.

Please inform 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 div Service Animals.

Guests who require personal or continuous attending care or who are unable to follow safety instructions from our staff must travel with an attendant/escort.

If you are temporarily disabled due to medical reasons, please consult your doctor before travelling and refer these guidelines.

Jet Airways accepts Service Dogs in the cabin on all Jet Airways operated International and Domestic flights.

Please note the following when travelling with a Service Dog:

• Must be assisting a person with a disability.
• Can be transported in either the aircraft hold or passenger cabin, depending on the guest’s requirement, and subject to safety, local customs, and quarantine regulations.
• Is transported free of charge.
• The guest with the disability and the service dog may travel in any class, subject to seat assignment complying with safety regulations.
• All government regulations for uplift, transit, and disembarking stations are to be complied with regarding carriage of the animal (certification of vaccinations, entry permits, etc. as required by the country of disembarkation).
• Compliance with local import/export/quarantine regulations is the responsibility of the guest.
• 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 the service dog has been trained from an appropriate institution, vaccinated, and medicated. In case a guest with a disability does not have a training certificate for the dog, a verbal assurance is is also valid.
• Except for emotional support dogs, prior notice is not required for service dogs, but it is recommended.
• Guests travelling with emotional support dogs or psychiatric service dogs should inform Jet Airways at least 48 hours in advance, as well as submit the MEDIF form and other documentation on the letterhead of a licensed mental health professional.
• The mental health professional's qualifications and registration details should be mentioned on the letterhead of treating psychiatrist or psychologist.
• The documentation must state the following:
  • The passenger has a mental health-related disability.
  • The passenger needs the emotional support or psychiatric service dog for air travel and/or for activity at the passenger’s destination.
  • The required documentation for Emotional Support Animals must always accompany the animal when travelling, and must be presented on request to the airport personnel for review.

Carriage in the Passenger Cabin:

• The guest must carry a moisture-absorbent mat, appropriate food for the animal, a container for water, and appropriate food for the animal.
• The moisture-absorbent mat must be placed on the floor near the seat where the animal will sit.
• The animal must be leashed or harnessed to the guest’s seat belt.
• The animal is not allowed to occupy a guest seat.
• The animal should not obstruct access to an emergency exit or aisle.

Assistance animals will be carried in the hold if:

• The animal is too large to be accommodated in the passenger cabin or poses a safety hazard or threat to other guests and cannot be kept under control. 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 guest wishes to transport the animal in the hold.
• The animal is not accompanying a person with a disability (e.g. service animal under care of a trainer).

Guests are only allowed to carry FAA approved Portable Oxygen Concentrators (POC) units that have been approved by the Engineering department. They can carry them free of charge in the cabin.

Guests who intend to use a POC on-board the aircraft should inform Jet Airways and submit a MEDIF form no later than 48 hours prior to scheduled departure of the flight.

The form must include the POC manufacturer’s details along with a doctor’s statement in English (or with an English translation) so that Engineering can give the necessary approval.

We request you to carry a signed statement from your doctor on the doctor's letterhead dated not more than one year from the date of travel, indicating:

• That you are able to see, hear, and understand the device warnings and are able to take appropriate action, without assistance, in response to those warnings.
• That the use of a POC is medically necessary for a portion or the whole duration of the trip.
• The maximum oxygen flow rate corresponding to the pressure in the cabin of the aircraft under normal operating conditions.
• Duration of the expected use of the POC in hours and minutes.

You must keep this statement with you throughout the journey and present it if requested.

Guests have to carry sufficient batteries on board to power the POC during the flight, plus any ground connection time, and a buffer of 3 hours for delays. Please ensure the extra batteries are properly protected from short circuiting.

A maximum of two spare lithium metal or lithium-ion cell/batteries are allowed in carry-on baggage. The carriage of batteries will be subject to Dangerous Goods regulations.

The POC has to be stowed under the seat in front for taxi, takeoff, and landing. The POC may still be used if required during taxi, takeoff, and landing, provided it’s stowed safely.

Guests who require a POC unit are not permitted to sit in an exit row or bulkhead seat, as the POC needs to be placed under the seat in front of the user during use.

Guests must enquire directly with the operating airline on their policy if they’re connecting from codeshare flights or flights operated by another airline.

Guests who require personal or continuous attending care are advised to travel with an attendant, as the cabin crew are trained in first aid only, and are not qualified to administer 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 any able-bodied person who assists the guest with disability to exit the aircraft in case of an emergency evacuation, or communicates with cabin crew for the required safety briefing.

A safety assistant would be needed for:

• Guests travelling on 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 they are unable to evacuate the aircraft.
• Guests with severe hearing and severe vision impairments: If the passenger cannot communicate adequately with the cabin crew about the regulatory safety briefing, and are unable to evacuate the aircraft in the event of an emergency.

Please note:

• The safety assistant must 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 will be seated next to the guest, to assist in case of an emergency. If a safety assistant is accompanying several guests with disability, he or she will be seated in the same row as the guest(s) with disability. In case seats are not available in the same row, the safety assistant will be seated in the row immediately in front or behind of the guest(s) 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 and request their preferred/required method of communication with the cabin crew. In case the guest is unable to notify Jet Airways 48 hours before departure, we will accommodate the guest to our best ability.
• In case of disagreement with a guest’s self-assessment that he or she can travel without a safety assistant, the CRO (for US flights) or Airport Manager (for non-US flights) shall be notified to resolve the issue.
• It is the responsibility of the guest and not the CRO / Airport Manager to arrange for a safety assistant.

Jet Airways endeavours to offer guests with disability the best possible seat keeping in mind safety and convenience.

Please note the following:

• Guests with disability cannot be allocated emergency exit rows seat or seats, as that could obstruct access to emergency equipment, or impede an emergency evacuation. It is preferable for these guests to be allocated seats at bulkhead areas near exits and toilet facilities.
• Guests using a POC are not permitted to sit in an exit row or bulkhead seat, as the POC needs to be placed under the seat in front of the user during use.
• Non-ambulatory passengers will not be seated across the aisle from each other in the same row, to enable rapid flow of other passengers during an evacuation.
• Guests accompanied by a service dog cannot be seated on emergency exit rows. It is preferable for these guests to be allocated bulkhead window seats or seats that allow space for a dog, close to a floor-level exit, but not directly adjacent to it.
• Guests with mobility problems (e.g. a paraplegic or a person with a fractured leg in a cast) will be allocated seats that allow maximum space for their comfort. Guests with limbs in plaster casts will preferably be accommodated in seats near toilets and floor-level exits provided with slides/rafts (not emergency exit row seats).
• If crutches, canes, and similar walking aids need to be stored in a special location in the cabin, guests using these aids will be assigned seats that will give them easy access.
• Persons with Reduced Mobility (PRM) or guests with disability affected on only one side of the body (hemiplegics, artificial limb, arm or leg in cast, splint or brace, etc) will preferably be assigned an aisle seat with the unaffected side of their body towards the aisle.
• Guests requiring wheelchairs (MEDIF cases) and travelling in Economy will be allocated aisle seats in the second last and third last row.
• An escort accompanying a guest with disability/PRM will be allocated a seat adjacent to the guest in the same row.

• Guests will not be discriminated against, and will receive all possible assistance required for their journey.
• All details about specific requirements of passengers with disability/PRM will be collected 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 guests will be kept strictly confidential.
• Once guests report at the airport with a valid booking, Jet Airways will provide all the assistance necessary and ensure a seamless journey from the point of departure up to the end of the journey, without any additional expenses. On-board wheelchairs are provided for passengers’ in-flight use on all aircraft types except the B737 and ATR 72 fleet.
• Guests 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. As per the Piece Concept, free baggage allowance will apply as per the respective cabin policy i.e. Business, Economy, etc.
• The safety rules, policies, and restrictions that apply to the carriage of people with disability or reduced mobility are available on our website to make the booking process easier.
• Refusal to provide transportation to guests with disabilities and PRM will be exceptional and for safety reasons, or due to a violation of 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 passengers on the aircraft. Transportation may be refused for safety/security reasons and/or to comply with applicable laws, regulations, or orders.
• When a passenger is refused transportation on the basis of disability, Jet Airways will provide a written statement stating the reasons of such refusal within 10 days of the incident.
• If passengers have to be offloaded - for any reason - from a flight that is operating on schedule, the highest possible priority will be given to persons with disabilities or reduced mobility, including their escorts (safety assistant/personal care attendant), if any.
• In case of change of aircraft type within Jet Airways or a partner airline, Jet Airways will strive to provide similar facilities to guests with disabilities and PRM, 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 such cases, the latter restrictions 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 has appointed a Nodal Officer and Appellate Authority/Compliant Resolution Officer (CRO) for US flights to settle passenger grievances within a stipulated time frame. Details are available on our website.

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