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Special Assistance

Special Assistance

Special assistance at the airport

If you or anyone travelling with you require assistance at the airport due to disability or a medical condition, we’re here to help. Please tell us your requirements online via Manage my booking at least 48 hours before departure so we can ensure arrangements are made with the airport team.

Please make sure you arrive at your departure airport in plenty of time to board your flight, taking into consideration the time that you need to allow to go through security, and any extra checks required relating to COVID-19. 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, please go directly to the Customer Assistance desk. This is especially important for users of electric wheelchairs or mobility scooters, as these need to be secured and loaded onto the aircraft in good time.

If you are travelling with an electric mobility scooter, a Mobility Aid Request form will also need to be completed and sent to the Customer Contact Centre for authorisation before you travel.

Wheelchair assistance at the airport

Some airports have very long walking distances and may involve using stairs within the airport terminal as well as to access the aircraft. For more information on distances within the airport, including site maps, please visit the airport's website.

A complimentary wheelchair service can be requested before your journey. This can include assistance to your seat onboard the aircraft using a specialised lift or chair. Wheelchair requests must be made at least 48 hours before your flight.

If you feel that you may struggle with navigating the airport and boarding your flight, please request assistance online under Manage my booking.

There are some restrictions on the carriage of wheelchairs, particularly electric wheelchairs, due to their size and weight. We will endeavour to carry all types of wheelchairs, however, occasionally we must liaise with the airports to confirm that they can be safely loaded onto the aircraft. We are unable to accept any wet cell batteries which may power such equipment onboard our aircraft.

Battery-operated wheelchairs and scooters

If you are travelling with a battery-operated wheelchair, please let us know at least 48 hours in advance by calling the Customer Contact Centre. We can accept battery-operated wheelchairs and scooters onboard, on the provision that:

  • We have the make, model, height, width, length and weight (unladen)

  • The wheelchair battery is a dry/gel cell, or lithium ion/polymer type battery only

  • Accidental operation of the mobility aid can be prevented (e.g. using a key and or a shielded isolation switch, or by separating the power cable plugs or connectors between the batteries and controls)

  • Batteries must be securely attached to the mobility aid. However, if the device needs to be collapsed for carriage which means the batteries must be removed, lithium batteries must be protected and carried in the cabin. Other batteries may be securely packed carried in the hold.

  • Any batteries removed must be protected from short circuit

  • The operating manual must be brought with you to the airport.

If your chair weighs more than 23kgs, we will endeavour to arrange carriage.

EU legislation states the Passengers With Reduced Mobility Service may not be offered for passengers under 16 years old travelling alone.

Further information on Passenger Assistance Points and other airport facilities can be found on the airport’s website.

Special assistance onboard

In order for you to enjoy a safe and comfortable flight, please tell us in advance of any assistance you may need onboard.

All passengers are required to understand and follow the flight 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.

If you tell us about your needs when you make your booking, we will allocate a seat that is suitable for you without charge, and we can make sure you sit next to anyone travelling with you. The seats we allocate will generally have lifting armrests to give you easy access.

The minimum seat dimensions onboard 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

If a seat of this size is not suitable, you may need to buy a second seat. You can do this online.

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.

Use of car seats or harnesses

flybe can accept passengers who require the use of a car seat or harness as a result of limited upper body strength. This must be one of the following and we recommend you speak with our Contact Centre in advance to advise us:

  • Crelling HSB1, Model 27 Harness

  • The AmSafe CARES Harness

  • MERU chair - the chair is only for children aged between 3-12 years (the maximum weight for children sitting in MERU chairs is 35kg).

All car seats and harnesses used onboard 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 passenger’s lap, torso and shoulders

  • The car seat must be in good repair

  • It must be able to be secured to the aircraft seat using the aircraft seat belt

Airport staff and Cabin Crew will assist passengers to the toilet facilities provided they feel able to do so. They are unable to provide any further personal care that may be required. If you feel you may need assistance within the toilet compartment or with any other personal care requirements, you may need to consider travelling with an escort.

If you require a wheelchair onboard to get you from your seat to the toilet facilities, a wheelchair can be requested through the Customer Contact Centre no less than 48 hours in advance of travel. You must be able to transfer yourself from the seat to the wheelchair and back again, as the crew won't be able to assist you in the toilet.

It is important to note that our cabin crew cannot provide assistance with eating, drinking or taking medication.

Special assistance support

If you need assistance through the airport, we can arrange for a member of the airport team to accompany you. Please contact us via our Customer Contact Centre at least 48 hours before for your journey.

We accept recognised Assistance Dogs on all domestic routes. We can also make arrangements for you to travel with a recognised Assistance Dog at no additional cost. Please contact us via our Customer Contact Centre at least 48 hours before you travel.

The airport can be a challenging place for passengers with learning disabilities. We’re here to make your journey as comfortable and enjoyable as possible.

Some passengers visit the airport before their day of travel so they can familiarise themselves with the space, sights and sounds.

On the day of travel, we can arrange for a dedicated staff member to assist your transit through the airport and we will ensure you have priority at check-in and assistance through security. Where possible, we can arrange a quiet seating area in the departure lounge, and for you to board and disembark the aircraft either first or last. If you have any other individual requests, please let us know in advance or advise the airport staff on the day.

We also offer a comprehensive unaccompanied person service for adults who have learning disabilities but who wish to travel independently. We will offer this service at no additional charge to passengers who are comfortable travelling alone and can understand and follow the safety instructions. To arrange this service, please contact us via our Customer Contact Centre at least 48 hours before you travel.

If you are travelling with a child who has a disability, we’ll do our best to make sure your journey with us is as smooth as possible. Please contact us via our Customer Contact Centre at least 48 hours before your journey and we will be able to assist with any requirements that you may have.

If a child aged 2 years and over has a disability that prevents them from sitting in an aircraft seat unaided, or cannot be supported by either an approved car seat or harness, flybe will need to obtain approval from the Civil Aviation Authority to permit the child to sit on the accompanying adult’s lap during taxi, take-off and landing, or when the seat belt signs on board are switched on. It is essential that this approval is granted prior to your departure and in order to secure this approval, you must let us know your requirement at least 10 days prior to trav

Medical assistance, medication and requirements

Please contact us at least 48 hours before you travel if you require advice concerning any medical requirements you may have.

If you require the use of oxygen onboard the aircraft, have recently undergone major surgery, or have a medical condition that may have implications when travelling by air, you may be required to download and complete a MEDIF form. Passengers may carry their own oxygen cylinders onboard at no additional charge. Please contact us in advance of travel via our Customer Contact Centre to register your requirements.

Airport Security staff may require you to produce a medical certificate from your doctor or consultant detailing the medication or medical items being carried and stating they are required for your journey.

You are permitted to carry essential medicines of more than 100ml in your hand luggage, including liquid dietary foodstuffs and inhalers. You will need supporting documentation from a relevant medical professional (for example a letter from your doctor or a copy of your prescription). The same applies to gel packs.

Airport staff may need to open the containers to screen the liquids at the security point.

In light of this, we would recommend that you carry this documentation with you as a precaution at all times.

Should you need to use medical equipment during the flight please tell us by calling our Customer Contact Centre so that we can advise whether the device is safe to use onboard the aircraft.

flybe staff are limited in the assistance they are able to provide with regard to administering medical treatments and operating medical equipment. Therefore, you may need to travel with a companion if you require assistance that cannot be provided by airport or airline staff. Please call our Customer Contact Centre if you require more detailed information in relation to your particular requirements at least 48 hours before your journey.

flybe can accept passengers who require the use of oxygen. However, we are unable to supply oxygen. Passengers may carry a portable oxygen gas cylinder or one of the recognised portable oxygen concentrators (POC) confirmed here.

Please note that we are unable to carry liquid oxygen onboard our aircraft.

There is a restriction on the amount of passengers per flight whom we can carry with an oxygen need. We are unable to accept any passenger who requires in excess of 4 litres per minute of oxygen.

Passengers who require oxygen must complete a MEDIF form prior to travel. This is so we can add it to the notes on your booking and notify our crew. Your travel may be refused if you don’t make us aware of your requirements in advance.

If you’re pregnant, you can:

  • Travel up to 28 weeks with no medical certificate

  • Travel between 28 and 33 weeks with a valid medical certificate permitting you to fly.

From 34 weeks onward, you are unable to travel.

A medical certificate can be obtained from your doctor or hospital. Simply bring it with you to the airport and present it at check-in to board your flight. Travel may be refused if there is any concern over the passenger's condition.

Travelling alone with young children can be stressful. Read our full guide on travelling with children. Our guide covers some of the most commonly asked questions including child baggage allowance, permitted travel items and seating.

We advise against travel where babies are less than 7 days old, or where new mothers have given birth within the last 7 days. We usually recommend at least 2 weeks to ensure there are no complications.