Customer Care Support Center

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

If when you fly you require special assistance, it is important to 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. During boarding, the crew will take the passenger to their designated seat and, if they have a travel companion, all reasonable efforts will be made to provide them a seat next to the passenger.

Civil aviation security regulations demand that passengers with special needs not be permitted to sit in exit rows or blocked seats.

If you have made a booking without communicating your needs to us, you should contact our Customer Care Support Center by phone to make this request, or book assistance via the booking confirmation service on our website.

We need you to notify us at least 48 hours beforehand, in order to notify airport authorities regarding the kind of assistance you will need. The airport authorities do not guarantee the ability to attend to requests received less than 48 hours beforehand, and therefore if they are not notified with sufficient time, passengers will not be able to fly. However, and to the extent that it is possible, Volotea will do whatever it can in order to provide assistance to these passengers when boarding and disembarking from their flights. 

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. 

We remind you that it is not necessary to carry documentation to prove the need for special assistance.

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 when he or she is unable to take care of his or her own self and could present a safety risk.

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.

If not, you will need the assistance of an adult over 16 years of age and without any disabilities.

When a passenger with reduced mobility flies with an escort, we will do everything possible to guarantee that the escort sits next to the passenger.

An adult escort cannot help more than one passenger with reduced mobility and should purchase their ticket at the adult price in force at the time.

In order to resolve any questions or concerns, please contact our Customer Care Support Center.

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. Passengers who fly with controlled and/or injectable substances are advised to bring a letter or medical prescription that confirms the information listed for the substances and their expected use.

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.

If you notify us of this situation 48 hours before your flight departs, we will try to arrange for these needs to be covered. Up to 2 mobility items are permitted per passenger without additional charge, in addition to the passenger's limit for checked baggage, including sport wheelchairs. Nevertheless, any sport wheelchair that is brought along with 2 other mobility devices is considered “special baggage” and, therefore the corresponding charge will apply.

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

At the airport, wheelchair assistance can be provided to passengers who need them (including passengers who use wheelchairs, those who cannot walk without help, those who cannot climb the stairs of the plane, or those who cannot walk long distances). You should inform Volotea of this at the time of making the booking or at least 48 hours before your flight departure.

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 who fly with broken extremities

Passengers who fly with their upper extremities in a cast (above the waist) will only need one seat to travel, as long as they do not invade the space of the neighboring seats and allow for the normal operation of the passageway by the cabin crew.

Adult passengers who fly with their lower extremities in a cast (waist and/or full leg casts) should purchase 2 or more total seats, per flight. This will allow them to fly comfortably and keep their extremities elevated in order to reduce swelling.

Passengers who fly with their leg in a cast below their knee may only require one seat, depending on their height.

In cases in which due to injury, the passenger cannot sit normally or correctly fasten their seat belt, Volotea will not be responsible for any damage or worsening of the injury that this might cause.

The purchase of additional seats will be mandatory whenever it is necessary in order to meet your needs, regardless of whether the plane is full or not. If the flight is full, you should change to the next available flight on which you can purchase an additional seat. In this case, Volotea will not be responsible for any cost derived from overnight stays.

The same requirements will be applicable to children who travel with their lower extremities in a cast, although the length of the cast will determine whether the child needs one, two, or three seats in order to keep the leg elevated during the flight.

Passengers who travel with plaster casts that have been on for less than 48 hours should ensure that the plaster has been split lengthwise, in order to protect it from any swelling that may be produced during the flight. If the cast has been on for more than 48 hours, it is not necessary for the cast to be split. This applies both to plaster casts and synthetic splints.

Passengers who fly with artificial extremities

Gas canisters necessary for the functioning of mechanical extremities can be transported, as well as spare canisters of a similar size in order to ensure that there is sufficient gas supply during the flight.

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 

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. However, guide dogs are not permitted on flights to/from the European continent to/from Morocco, Egypt, Israel, Kosovo, Turkey and Jordan.

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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