Passenger assistance

IMPORTANT NOTICE!Help for passengers requiring special assistance

We wish to ensure that your journey is as pleasurable as possible, so to enable us to assist with your requirements, please download the form below and send to [email protected] or contact us on +44 (0) 207 3080812. Please ensure you notify our team at least 48 hours prior to your travel.

Download special assistance form

Assistance when travelling by air

If you require assistance at the airport due to disability or medical condition we are happy to arrange this on your behalf. Please contact us at least 48 hours before departure to let us know what assistance you require.

Some airports will have very long walking distances and may involve using stairs within the airport terminal as well as to access the plane. For more information on distances between the check-in desks, including site maps, please visit the airport's website. If you feel that you may struggle with navigating the airport and boarding your flight, please contact our team to arrange assistance.

We recommend you arrive at the airport no later than two hours prior to your scheduled time of departure.  When you arrive at the airport, make sure to make yourself known to the staff at the Passenger Assistance desk. Passenger Assistance Points are signposted throughout the airport and are generally located within the car parks, taxi rank and bus stops, as well as within the departure area of the terminal. Alternatively, you can make our check-in staff aware of your requirements and they will contact the assistance company on your behalf or direct you to the designated area. Information regarding Passenger Assistance Points can be obtained by contacting the airport information line or by viewing their website.

Please ensure you have completed all your check-in processes and are at the assistance desk more than an hour before the scheduled departure time.

Assistance Provided by Airport and Airline Staff /Independent Travel

We will always endeavour to support passengers with disabilities or reduced mobility whether travelling with us independently or with a companion/helper, however there are limits with regards to providing personal care.
Airport staff and Cabin Crew will assist passengers to bathroom facilities but are unable to provide any further personal care that may be required. If you feel you may need assistance within the bathroom cubicles or with any other personal care requirements, you will need to consider travelling with an escort.

Airline and airport staff is also limited in the assistance they are able to provide with regard to administering medical treatments and operating medical equipment. You may therefore need to travel with a companion if you require assistance that cannot be provided by airport or airline staff. Please contact us if you require more detailed information in relation to your particular requirements at least 48 hours before your journey.

Accessible toilet facilities:

Q400 – Please note the toilets are at the front on this aircraft type are small and may be difficult to access

E195 – Please note that these toilets are locatated at the back of the aircraft and have two balance support/grab handles one to the left of the sink and one to the left of the toilet seat

E175 – Please note that these toilets are locatated at the back of the aircraft and have two balance support/grab handles one to the left of the sink and one to the left of the toilet seat

If you do have any questions regarding this please contact us.

 

Onboard the Aircraft

What help is available on-board? (Flybe operated flights only from 31st August 2015)

All passengers are required to understand and follow the safety instructions provided by the airport and airline staff. With advanced notice we can ensure these instructions are provided in a way that is most suitable for you. A passenger will require an escort if they are unable to understand or follow safety instructions independently.

It is important to note that our cabin crew cannot provide assistance with eating, drinking or taking medication. Nor can they give assistance in the toilet or any other form of personal care (although our cabin crew can help you get to the toilet). If you need help with any of these activities, you should travel with a companion. 

Will my seat be suitable? 

If you tell us about your needs when you make your booking, we will allocate a seat that is suitable for you without charge, which will be  next to any passenger travelling with you. The seats we allocate will generally have lifting armrests to make it easier to get in and out. 

If you want a different seat to the one we have allocated, but you do not need it because of your disability, you will be asked to pay for it on the same basis as other passengers using our allocated seating system. 

The minimum seat dimensions on board Flybe aircraft are as follows:

  • Pitch (distance between the back of your seat and the back of the seat in front): 30 inches
  • Width (distance between armrests): 17 inches on the Q400 and 18 inches on the E-Jets.  

If you cannot fit into a seat of this size you may need to buy a second seat. You can do this by calling our   Contact Centre. 

If you have limited mobility for any reason you will be unable to sit in the emergency exit rows. This is a standard safety practice followed by all airlines. 

Flybe can also accept passengers who require the use of a car seat or harness as a result of none or limited upper body strength. Flybe does not provide any additional support systems; however customers can bring and use the following:

  • Crelling HSB1, Model 27 harness
  • Child car-seats
  • AMSAFE CARES harness.

These can be viewed via www.crelling.com  and www.amsafe.com

All car seats and harness used on-board the aircraft must meet the safety guidelines and be pre-approved by the airline.

  • The car seat must comply with the following restrictions:
  • Only models which meet with the standards set by the CAA are permitted
  • The complete operating instructions must be available
  • It must be a forward facing model with a single release, 5-point type harness
  • The harness must secure the child’s lap, torso and shoulders
  • The car seat must be in good repair
  • Must be able to be secured to the aircraft seat using the aircraft seat belt

Can I get to the toilet? 

If you need to use the toilet, our cabin crew (providing they feel capable of doing so) will be able to assist you to get to/from the toilet door but they cannot give you any assistance using the toilet.

An on board wheelchair (which will take up to 220lb) can be requested by emailing [email protected] no less than 48hrs in advance of travel to help customers in getting to and from the toilet compartment. You must be able to transfer yourself from/to the seat to the wheelchair, as the crew won't be able to assist you in the toilet. 

The on-board wheelchair won’t fit in to the toilet compartment and so it would be pushed to the door and you’ll need to then use the grab handles/rails to move from the wheelchair to the toilet itself.

This isavery important point to think about before deciding if you need to travel with a companion.  Currently the longest scheduled Flybe flight is 3 ½ hrs

Seating onboard

If you have mobility issues you may want to use a seat with a moveable aisle armrest. On most of our aircraft all the aisle seat arms can be lifted except on Row 1, however, seating is not available in emergency exit roes and is not recommended on the last row of the aircraft, please see below for aircraft specifics.

Q400 = 1A, 1B, 2C and 2D are emergency exits and therefore seating is not available, row 21 is the last row and not recommended.

E195 – Rows 1 and 15 are emergency exits and therefore seating is not available, row 30 is the last row and not recommended.

E175 - Row 1 is the emergency exits and therefore seating is not available, row 23 is the last row and not recommended.

Please contact us if you would like to discuss your seating requirements.

Eastern Airways operated flights

Eastern Airways is unable to accept those passengers with a level of disability which needs the presence of a care assistant unless a care assistant is travelling with the passenger. The care assistant will need to comply with the same obligations as all other passengers. Eastern Airways will require a passenger to travel with a carer if such passenger is not self-reliant. Self-reliance is measured using the criteria set out in the Access to Air Travel for Disabled People: Code of Practice published by the UK Department for Transport ("Guidelines"). The passenger must be self-reliant by reference to all of the categories below. If not, he or she must be accompanied by a carer who must be capable of providing the assistance required.

The Guidelines state that a passenger:

• must not be reliant on supplementary oxygen, except in circumstances where the passenger can demonstrate that he or she is capable of fitting the nasal cannula without assistance.
• must be capable of moving from seat to an on-board wheelchair unaided.
• must be capable of using toilet facilities unaided or have other arrangements in place which are acceptable to the Airline.
• must be capable of feeding unaided or have other arrangements in place which are acceptable to the Airline.
• must be capable of administering medicines and medical procedures unaided.

The decision about whether a passenger must be accompanied by a carer will be made by the Airline when the passenger makes his/her disability known to us. Reasons will be supplied to the passenger where a decision is made that he or she must be accompanied by a carer.

 

Eastern Airways Operated Flights

Please note on Jetstream 41 aircraft operated by Eastern Airways, passengers must be able to walk the aircraft stairs unaided.

Eastern Airways is unable to accept those passengers with a level of disability which needs the presence of a care assistant unless a care assistant is travelling with the passenger. The care assistant will need to comply with the same obligations as all other passengers. Eastern Airways will require a passenger to travel with a carer if such passenger is not self-reliant. Self-reliance is measured using the criteria set out in the Access to Air Travel for Disabled People: Code of Practice published by the UK Department for Transport ("Guidelines"). The passenger must be self-reliant by reference to all of the categories below. If not, he or she must be accompanied by a carer who must be capable of providing the assistance required.

The Guidelines state that a passenger:
• must not be reliant on supplementary oxygen, except in circumstances where the passenger can demonstrate that he or she is capable of fitting the nasal cannula without assistance.
• must be capable of moving from seat to an on-board wheelchair unaided.
• must be capable of using toilet facilities unaided or have other arrangements in place which are acceptable to the Airline.
• must be capable of feeding unaided or have other arrangements in place which are acceptable to the Airline.
• must be capable of administering medicines and medical procedures unaided.

Passengers with Learning Difficulties travelling alone will require medical confirmation prior to booking stating the passenger is able to travel unaccompanied

The decision about whether a passenger must be accompanied by a carer will be made by the Airline when the passenger makes his/her disability known to us. Reasons will be supplied to the passenger where a decision is made that he or she must be accompanied by a carer.

Contact us

We offer a call back service if you are unable to contact us by email, please provide your telephone number including the area code to the staff member who takes your call.

Contact us at least 48hrs before you travel to register your requirements or to make an enquiry.

Download Flybe Mobility Aid Request Form here

Telephone: +44 (0) 207 3080812

Opening hours:
08:00 to 18:30 Monday to Friday
08:00 to 16:00 Saturday
10:00 to 18:00 Sunday and Bank Holidays

Email: [email protected]

If you wish to contact us for any other reason please click here.

Other sources of information

Please visit the links below for further information on air travel for passengers with reduced mobility.