Accessible travel
We have developed a range of special services for people with disabilities and passengers requiring assistance to comply with EU Regulation 1107/06 regarding the rights of disabled passengers and those with restricted mobility when travelling by air.
Our service package for passengers with restricted mobility or sensory perception on direct flights to or from the USA has been designed to be compatible with regulation 14 CFR DOT382.
This is how to book your flight
Please book your flight no later than 48 hours before departure and let us know what type of support you require so that we can tailor your individual service package to you.
Passengers with restricted sensory perception or a physical impairment cannot select any seat in some rows for flight safety reasons (for example next to the emergency exit). Some aisle seats are equipped with folding armrests – please inquire about these seats when booking.
In writing using the form
Please use the form to inform us about your assistance requirements and any mobility aids you will be taking with you.
By telephone
Book via the Service Centre. Please inform our call centre staff about any special needs.
Passengers with a wheelchair and other mobility devices or aids
Please declare your assistance requirements and any mobility aids you will be taking with you no later than 48 hours before departure, including their dimensions, weight and special features (for example folding, sports wheelchair or e-wheelchair):
You can carry up to two mobility aids per passenger with restricted mobility (wheelchair, crutches or any other type of walking aid) free of charge with Austrian Airlines.
Please note
We require the following information in particular if you are registering by telephone to ensure you journey proceeds smoothly:
Degree of mobility restriction
Please let us know in advance to what degree you are restricted in your freedom of movement. Three international wheelchair classifications will help you classify the level of your disability correctly.
Weight and dimensions
More restrictive dimensions/weight limits apply on certain routes or aircraft models. Before you make your booking, we therefore ask you to send us your preferred flight dates and the length/width/height and weight of your mobility aid if your wheelchair exceeds the dimensions below. We will be pleased to check the loading options.
- Dimensions: max. 130 x 85 x 70 cm
- Weight: max. 80 kg
Services
At the airport
Our trained staff and contract partners are available to you at all airports. We offer free wheelchair service on departure and arrival.
Please arrive at the check-in desk no later than 60 minutes before departure, even if you have already checked in online, so we can offer you the best service. You can use your folding wheelchair right up to the departure gate. Your wheelchair will be given a “Delivery at aircraft” bag tag at check-in. It is loaded directly at the aircraft.
There may be restrictions on battery-powered wheelchairs for safety reasons.
There are different transport options at the airport for passengers with restricted mobility depending on local conditions. You may have to change wheelchairs to get from the airport to the aircraft. Please note that step-free boarding/disembarkation from the aircraft cannot be guaranteed at all the airports that we serve. The aircraft will be parked on the apron and boarding/disembarking is conducted using boarding stairs.
On board
Almost all seats have moveable armrests that make access to your seat easier. If you wish to attach a seat pan to the seat, we must have it tested in advance for safety reasons. In this case, please contact our Special Cases Desk.
In principle, you are free to choose the seat that best meets your requirements. There may be restrictions due to safety regulations, for example we cannot offer seats next in the emergency exit row.
At the destination airport
On arrival at your destination airport, you will receive your wheelchair immediately after disembarkation or at the baggage carousel.
Please note that your wheelchair cannot be delivered to you immediately after disembarkation at the following airports: Billund, Cagliari, Catania, Hanover, Nuremberg, Olbia, Palermo and Stuttgart.
Due to bottlenecks, there may be short delays in retrieving your wheelchair at busy times. The local airport wheelchair service will be waiting for you on the arrival of the aircraft and will assist you on your way.
Passengers with impaired sensory perception
To ensure you receive the best possible assistance, please let us know what assistance you require at least 48 hours before departure. When booking tickets by telephone or at a travel agency, please indicate your needs before completing the booking. You can also register your assistance requirements online after completing an online booking.
Our passengers with impaired hearing or sight do not require a medical certificate when they travel.
This is how to book your flight
For passengers with hearing or vision impairments who have requested assistance, we offer the following:
- Assistance such as being escorted at the airport, if requested
- Separate information in the event of flight disruptions
- Separate, individual safety briefings on board
- Our staff will also be happy to help you at your destination or if you need to change flights. They will accompany you to the airport exit or to the gate of your connecting flight.
Passengers with a cognitive or intellectual disability
The routes through airports are often long and complicated and passengers may have difficulty finding their way around and communicating. Security and customs controls can also cause stress.
During the flight, passengers must follow the safety instructions given by the crew.
The coping abilities of a person with a cognitive impairment should not be overestimated. With specific impairments that lead to confusion or disorientation (e.g. Alzheimer’s), there is a risk that the passenger will not observe the safety instructions from the cabin crew. If the passenger disembarks from the plane without assistance, they may become disoriented at the airport and could get into an increasing state of confusion. If this is a risk for the passenger, we strongly recommend that someone travel with them.
Assistance dogs
If you intend to take your trained assistance dog with you on your journey, please let us know when you book your flight. Certain requirements must be fulfilled in order for you to take your dog with you into the cabin.
Many countries have strict vaccination regulations for animals. Your destination country may refuse your dog entry if you do not have the required documentation or certificates. Some countries impose restrictions on the import of animals, including assistance dogs. Please check this in advance.
Handicapped accessible equipment on board
The majority of our long-haul aircraft and our Airbus fleet are equipped with handicapped accessible. On Boeing 777 and 767 aircraft, an onboard wheelchair is available as standard so that you can get to and from the lavatory easily.
If you let us know at least 48 hours before departure, we can also provide you with an onboard wheelchair on our other aircraft.
Our cabin staff will be happy to help:
- when preparing food
- when using the “onboard wheelchair” to access the lavatory
- for people with restricted mobility to access the lavatory
- when stowing hand luggage and aids
- communicating with passengers who are visually or hearing impaired
Do you need further support in addition to this? You then need a travelling companion who must be at least 18 years old.
Accompanying persons
In some cases, it will be necessary to take a companion with you on your flight.
You need a companion:
- if you do not understand the safety instructions from our cabin crew;
- if you cannot help yourself in the event of evacuation; or
- if you need assistance with eating or using the toilet.
Hidden Disabilities Sunflower
Austrian Airlines has concluded a cooperation agreement with Hidden Disabilities Sunflower.
Wearing the sunflower symbol is a discreet way to point out disabilities that are not visible. It is a way of making others aware that you may need help or that you just need a little more time. Please understand that the sunflower does not guarantee you will receive any special services. However, we will assist you as much as possible to ensure you have a relaxing journey.
Book more conveniently with FREMEC – the Frequent Traveller’s Medical Card
We offer the “Frequent Traveller’s Medical Card” (FREMEC) to frequent flyers with reduced fitness to fly. It simplifies your flight preparations and replaces the medical care form otherwise required for every flight. If you are interested in a FREMEC or would like to register for medical assistance, please click on “Medical Flight Clearance”.
Violation of the Regulation
In the event of any violation of Regulation (EC) No 1107/2006 of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air please contact:
Agency for Passenger Rights (APF)
Telephone: +43 1 5050707 740 (10:00 to 12:00 Monday to Friday)
www.apf.gv.at/de/flug.html
US Regulation 14 CFR DOT382 on direct flights from or to the USA
If you encounter problems while travelling on Austrian Airlines, please feel free to ask any crew member or ground staff for a Complaint Resolution Official (CRO).
Our CRO’s have been specially trained in sensitivity and awareness, as well as all applicable Federal Aviation Administration (FAA), U.S. Department of Transportation (DOT), Air Carrier Access Act (ACAA) and Americans with Disabilities Act (ADA) regulations and legislation. They will be glad to respond to your concerns.
If you feel that AUstrian Airlines is not compliant with the requirements of the Air Carrier Access Act or 14 CFR Part 382 you have the right to contact the U.S. Department of Transportation if you want that agency to consider further action on your behalf.
Mail:
U.S. Department of Transportation
Aviation Consumer Protection Division/C-75
1200 New Jersey Ave, SE
Washington, D.C. 20590
1-202-366-2220 (voice)
1-202-366-0511 (TTY)
Contact
Do you have any questions or require support? You can contact our Special Cases Desk by email1 or by sending a fax to +43 5 1766 51043.
1We will deal with your concern as quickly as possible.
The data you provide will only be used to process your enquiry. Your data will not be shared with third parties unless Austrian is obliged to do so for legal reasons
Email communication with Lufthansa Group airlines is not encrypted. Please note this in particular when sending personal data, such as your name, contact details or travel information, and most importantly do not refer to them in the subject line.
