We are happy to accommodate passengers with special needs on our flights. Please note that due to safety regulations, we are limited to the number of individuals with special needs that we are permitted to carry per flight.
Passengers are requested to include special assistance requests when making their original bookings. If a booking has already been made, and you would like to add services to your booking, please call us between 7am and 7pm, 7 days a week on 087 357 0030 to request the services needed.
All wheelchair requirements, excluding Electric Mobility Aids (WCBD), must be concluded no later than 48 hours prior to departure. Electric Mobility Aid requirements must be concluded 72 hours prior to departure.
For customers wishing to bring their electric mobility aids, kindly ensure your device is insured. We will transport it securely in our hold, at your own risk.
Carriage Of Wheelchairs, Mobility Aids And Medical Equipment
We recommend that you notify us through our Call Centre about any Special Needs requirements when booking your ticket. Failure to inform us about Special Needs requirements at time-of-flight booking may result in the service being unavailable upon your arrival at the airport and could even lead to denial of boarding.
All forms should be returned within 24 hours of receipt, as this service is limited to 2 passengers per each individual flight.
To ensure the efficient handling of your travel needs, we centralise all passenger communications with our Call Centre Special Needs department. Bookings should be made during office hours: Monday to Friday, from 07:00 to 19:00, by contacting our call centre on 087 357 0030. Bookings may also be made online and via our mobile app.
At the time of booking, you will need to specify the level of assistance required, namely:
- MAAS - The service known as "Meet and Assist" is designed for passengers who need assistance to and from the aircraft but do not require a wheelchair. In addition, we offer assistance for unaccompanied minors who are under 12 years of age. Make an unaccompanied minor booking.
- WCHR – The passenger requires a wheelchair for assistance to and from the aircraft but can independently navigate stairs and move around the cabin without aid.
- WCHS - The passenger requires a wheelchair for assistance to and from the aircraft, including aid for moving up and down stairs. However, the passenger can manage their own way to and from the cabin seat. A Passenger-Aid-Unit (PAU) may be necessary to assist this passenger during boarding.
- WCHC - Wheelchair assistance will be provided to and from the aircraft, along with aid for moving up and down stairs and to the passenger’s seat. A PAU may be necessary to assist this passenger in boarding the aircraft. An able-bodied assistant should accompany the passenger at all times.
- WCBD: This service is specific to and accommodates Electric mobility aids (wheelchairs) that exceed 32kg, but weigh up to a maximum of 136kg, with the maximum dimensions of 114 cm in width and 86 cm in height in order to fit through the aircraft cargo compartment door. Wheelchair assistance to and from the aircraft, as well as aid with moving up and down stairs and to their seat in the aircraft, will be provided. A PAU may be required to assist this passenger in boarding the aircraft.
Lithium batteries specifically certified as acceptable for air travel will be accepted, provided these are removed from the mobility aid and are stowed in the cabin with you. The watt hours per battery may not exceed dangerous goods regulations. A single battery may be carried as carry–on luggage provided that it does not exceed a maximum of 300 watt-hours. If there are two batteries, a single battery may not exceed 160 Watt-hours. If the batteries must be removed from the mobility aid and carried in the cabin, these will be removed by ground handler staff with the guidance of the passenger either inside the PAU or at the aircraft door.
Please note that these services are available only from our check-in counters to the aircraft on departure and from the aircraft to the arrival halls on arrival.
With the information you provide, we can make the required arrangements in advance for a lifting device or other facilities to better assist you in boarding and disembarking at your destination.
To ensure a smooth and dignified boarding, passengers with disabilities and/or requiring special assistance are kindly requested to check in for their flight at least 90 minutes before departure. They will generally be boarded before other passengers and disembarked after all other passengers.
Due to air safety regulations, passengers with specific needs and/or requiring special assistance, those with injuries, or those who need to travel with an assistant cannot occupy exit row seats.
We regrettably do not accept "stretcher passengers" who are unable to sit upright unaided for the duration of the flight.
A passenger's own wheelchair or mobility aid will be carried free of charge and stowed in the aircraft hold for the duration of the flight.
No battery-powered wheelchairs or mobility aids weighing more than 136 kgs or exceeding the dimensions of 114 cm in width and 86 cm in height will be accepted for carriage.
Wheelchairs or mobility aids powered by sealed, non-spill/dry cell batteries are accepted for carriage as checked baggage with our prior approval. The battery should be disconnected, the battery terminals insulated to prevent accidental short circuits, and the battery should be securely attached to the wheelchair or mobility aid.
Wheelchairs or other battery-powered mobility aids with unsealed, spill batteries will not be accepted for carriage on any flight, as these batteries are considered dangerous goods. The batteries must be removed before the wheelchair can be checked as luggage.
We do not have the facilities to dismantle large mobility aids.
We allow walking aids such as sticks and crutches to be taken onboard.
An able-bodied assistant must be physically able, independent, and a responsible person of at least 16 years of age, capable of assisting the passenger with personal needs, including transfers to and from mobility aids and seating as required, and in the case of a ground or in-flight emergency. For safety purposes, passengers and their assistants cannot occupy exit row seats.
The carriage of mobility aids is undertaken at your sole risk. It is the sole responsibility of the passenger to ensure that their mobility aid and accessories are adequately insured against all risks.
Most people with existing medical conditions are able to fly without difficulty. However, certain precautions sometimes must be taken, and we may request medical clearance. Medical passengers are passengers who have been physically or mentally compromised due to temporary or permanent disability or incapacity, have undergone surgery, hospitalisation, experienced illness or require or depend on special services such as oxygen or the use of specialised medical equipment. These passengers will require medical clearance to travel. They must submit their doctor's note and the FlySafair special needs form directly to FlySafair no later than 48 hours before departure. Medical passengers may not be seated in emergency exit rows and will require the assistance of an able-bodied person travelling with them who must be older than 16.
3. Medical Equipment and Oxygen
Under no circumstances are passengers allowed to use their own oxygen cylinders on board.
Sealed empty oxygen cylinders can be transported as checked-in luggage only and will be included within your luggage allowance. The regulator will need to be removed from the bottle and transported separately to the bottle.
FlySafair does provide oxygen, but this is for emergencies only.
Passengers using oxygen generators/concentrators must obtain prior written approval from FlySafair. Arrangements should be concluded no later than 48 hours prior to departure. This approval letter and the FlySafair Special Needs form should accompany the passenger on arrival at the FlySafair check-in counters.
We are unable to accommodate any devices requiring external electrical power onboard the aircraft.
Passengers may use their own aviation-approved oxygen generators/concentrators (not cylinders).
A list of approved portable oxygen concentrators can be found here
Medical Syringes - If, for medical reasons, passengers need to inject themselves during the flight (e.g. diabetics), they are permitted to carry syringes in the cabin. Please ensure that this is indicated on the FlySafair special needs form and is carried with you to ensure compliance. Passengers are advised to carry their medication in their hand luggage as medication could freeze in the hold.
We regrettably do not cater special meals for diabetic passengers. If needed, passengers are kindly requested to make their own arrangements.
Disabled passengers include those who have stable disabilities, such as but not limited to: reduced mobility is defined as any person whose mobility is permanently or temporarily reduced due to physical incapacity (sensory or locomotory), intellectual deficiency, age, impaired vision or hearing, or other cause of disability that means they require assistance at the airport when travelling. Disabled passengers may not be seated in emergency exit rows.
Passengers do not require medical clearance from a doctor to travel but must specify that they will need Special Assistance during the booking process.
If you require Special Assistance, you will be allowed to board the aircraft before the other passengers so that we can best ensure your comfort and efficient boarding. For this reason, we request that you arrive for check-in 90 minutes prior to departure for priority boarding.
6. Passengers with a hearing and or vision impediment
You are kindly requested to conclude Special needs arrangements no later than 48 hours prior to the flight departure. This will ensure airport staff are ready for your arrival and provide everything necessary for your safety and convenience.
All service dogs (guide dogs, assistant dogs) are carried free of charge, provided the dog is travelling with the owner and the passenger is fully dependent on the animal. Arrangements for the carriage of service animals are to be concluded no later than 48 hours prior to the flight departure. Passengers will need to show proof of identity documentation for the service dog, such as a current service Dog ID or relevant documentation issued by an approved organisation. The service Dog must be fully trained and harnessed and will be seated on the floor in front of the passenger's seat.
Expectant mothers up to 32 (thirty-two) weeks may travel with no medical certificate. They need a doctor's note from 33 (thirty-three) to 35 (thirty-five) weeks.
Expectant mothers will not be accepted for travel from the start of the 36th (thirty-sixth) week of pregnancy.
Pregnant passengers must have completed their journey in full by the end of the 35th week of pregnancy. Flying is not permitted from the beginning of the 36th week onwards.
Pregnant passengers may not be seated in emergency rows.