Q: Booking and seating – companion

For safety reasons, every plane is fitted with designated seating for passengers with disabilities or reduced mobility. You can assign these seats when booking your assistance needs online or, at the latest, at the airport. These seats are usually located next to the window. For safety reasons, it is not possible to assign seats in the emergency exit rows, including the first and last rows. In compliance with ENAC regulation DG16 / 07/2021 , the seating allocation for persons accompanying people with disabilities or with reduced mobility is not subject to any additional charges. If you are travelling with a companion, Eurowings will do its utmost to assign you a seat next to or near them. Information on seating allocation on board our various aircraft models (Airbus A319 and A320) is available here .

Question 1

Wheelchairs, mobility scooters, and other mobility aids

Accepted Answer

Please complete and send this form by email to our customer service when booking your flight if you require a wheelchair (of any kind) or any other mobility aid to travel. This must be registered and approved no later than 48 hours before departure in order for it to be loaded into the baggage hold or handed over to the baggage loading staff in front of the plane when boarding. You may travel with two mobility aids (e.g. wheelchair and walker) free of charge.

On arriving at your destination airport, you will receive your checked mobility aid back at the baggage carousel.

Eurowings does its best to ensure the safe transport of mobility aids. However, some factors may prevent this. For all details and possible restrictions, please refer to the type of wheelchair below that you wish to register for transport.

Manual wheelchair (WCMP):
Personal wheelchairs can be transported, even if they are not fully collapsible. Your manual wheelchair will be collected at the check-in counter or after boarding the plane and stored in the baggage hold.

Wheelchairs and mobility aids powered by unenclosed batteries (wet batteries):
These are not accepted aboard Eurowings flights.

Wheelchairs and mobility aids powered by enclosed batteries (non-spillable / WCBD):
If the wheelchair or mobility aid is battery-powered, please inform us of the type of battery used and request transport approval from our assistance team when booking or no later than 48 hours before departure. Transport conditions vary depending on the type of battery. A mobility aid safety sheet is available from us on request.

Please complete and send the form along with the technical details of the battery by email to our customer service (technical data sheet or pictures of the battery from all sides). We will determine whether the battery type is safe for transport, based on the information provided by you.

Wheelchairs and mobility aids with lithium-ion batteries (WCLB)
These devices may be transported only when they meet the following conditions:

The batteries in use must be checked (UN Manual of Tests and Criteria Part III, Subsection 38.3).
If the mobility aid has been specially designed for battery removal, the user must remove it in accordance with the manufacturer's instructions. The removed battery may not exceed 300 Wh.

Devices that use multiple batteries (removed and/or replaced) may be transported in the cabin in the following circumstances:

Maximum two (2) batteries, of which none is more than 300 Wh (including replacement batteries)
Maximum four (4) batteries, of which none exceeds 160 Wh (including max two replacement batteries)

Both the removed and the replacement batteries may be transported in the cabin in a protective case only.

In order to prevent accidental operation of the mobility aid during transport, switch the device off and remove the key (if there is one); remove the battery connectors and lock the control panel when handing the device over during check-in, at the gate or at the plane – depending on local operations.

If the mobility aid doesn't meet the safety standards, it may not be permitted for transport. For this reason, we ask you to complete and send this form along with the technical data sheet or pictures of the battery from all sides by email to our customer service when booking this service.

Maximum wheelchair dimensions

The maximum dimensions of a personal wheelchair may not exceed the following measurements:

The loading height is restricted to:

1.15 metres (Airbus A320 family)
0.86 metres (Boeing 737-800)

A wheelchair's maximum permitted weight is 200 kg.

Question 2

Carriage of stretchers

Accepted Answer

The carriage of stretchers is not permitted aboard Eurowings flights.

Question 3

Booking and seating – companion

Accepted Answer

For safety reasons, every plane is fitted with designated seating for passengers with disabilities or reduced mobility. You can assign these seats when booking your assistance needs online or, at the latest, at the airport. These seats are usually located next to the window.

For safety reasons, it is not possible to assign seats in the emergency exit rows, including the first and last rows.

In compliance with ENAC regulation DG16 / 07/2021, the seating allocation for persons accompanying people with disabilities or with reduced mobility is not subject to any additional charges.

If you are travelling with a companion, Eurowings will do its utmost to assign you a seat next to or near them.

Information on seating allocation on board our various aircraft models (Airbus A319 and A320) is available here.

Question 4

Complaint procedure

Accepted Answer

If a person with disabilities or reduced mobility is of the opinion that they have received inadequate service in breach of Regulation (EC) 1107/2006, they have the right to submit a complaint to Eurowings or the airport operator.

In other words, the passenger who flew with Eurowings can send their complaint to our customer service in the event of the loss or damage of mobility aids or other mobility and assistance devices.

Failing that, if the response does not appear to be in line with the provisions of the regulation, passengers with reduced mobility or disabilities may submit a complaint to LBA (national civil aviation authority of Germany), preferably via this online form: https://www.lba.de/SharedDocs/Downloads/DE/Formulare/Z5/Formulare/Beschwerde_PRM.html?nn=2088508

It is possible to submit a complaint to the LBA when a service problem occurs:

at a German airport.
on flights departing from a German airport (regardless of the nationality of the operator).
on flights arriving at a German airport when operated by an EU-based airline.

Question 5

Forms and downloads

Accepted Answer

<ul class="rte-unordered-list">
 <li><a href="https://www.eurowings.com/content/dam/eurowings/downloads/questionnaire-special-needs_Eurowings_EN.pdf" style="background-color: rgb(255,255,255);" class="a-paragraph-link">Form for passengers with disabilities (PWD) EN</a> </li>
 <li><a href="https://www.eurowings.com/content/dam/eurowings/downloads/Medical_Information_Form_EN.pdf" class="a-paragraph-link">Medical information form (MEDIF)</a></li>
 <li><a href="https://www.eurowings.com/content/dam/eurowings/downloads/gipsverband_formular.pdf" class="a-paragraph-link">Plaster cast/prosthesis/fixator DE/EN</a></li>
 <li><a href="https://www.eurowings.com/content/dam/eurowings/downloads/form-expectant-mothers-eurowings.pdf" class="a-paragraph-link">Pregnancy form EN</a></li>
</ul>

Question 6

Avoiding denial of carriage

Accepted Answer

In accordance with Regulation (EC) 1107/2006, an airline, its agent, or a travel operator may not deny a booking on grounds of disability or reduced mobility.

The denial of a booking or boarding may happen in the following cases only:

For safety reasons
If an aircraft's dimensions or its doors make it physically impossible to board or transport the passenger with disabilities or reduced mobility or their equipment.

For more information on your flight, please complete and send this form by email to our customer service.

Question 7

Assistance aboard the plane

Accepted Answer

In accordance with Regulation (EC) 1107/2006 appendix II, our flight crew may help passengers with disabilities and reduce mobility as follows:

Accompanying them from their seat to the toilet (there is no obligation to lift the passenger nor help them into the toilet/WC).
Opening food and drink packages for them (there is no obligation to assist with the administration of drinks, meals, or medication beyond the service provided to other passengers).

If a passenger with a disability or reduced mobility requires help (for example, with using the toilet/WC, administering meals or medication), they must travel with a companion to carry out this specific assistance for the care and safety of the person.

All of our aircraft are equipped with manual wheelchairs that you can use to move from your seat to the toilet/WC.

Some of our on board toilets/WCs are fitted with handholds to assist passengers with disabilities and reduce mobility.

Question 8

Overweight passengers

Accepted Answer

If you believe that the aircraft seats are insufficient for your comfort, you may consider purchasing a BIZclass fare (if available) or a free middle seat for more legroom.

The forms of assistance mentioned above can be requested during booking or at a later time by contacting our customer service at least 48 hours before departure. If you booked your journey via a travel agency and require one of the forms of assistance mentioned above, please contact your travel agency.

Assistance requests must be made if:

You require assistance with boarding and exiting or you require transit.
You are travelling with your own wheelchair (manual or electric).
You are travelling with medical equipment.
An assistance dog will accompany you into the cabin.

Once aboard, you will be accompanied to your seat, from where the cabin crew's safety instructions or an in-flight announcement will be visible or audible. For safety reasons, seats located at the emergency exits are not available.

Question 9

Air passenger rights and responsibilities

Accepted Answer

It is important that Eurowings is informed of your assistance requests at least 48 hours before your departure. This allows us to notify all the involved parties in time to ensure a fast service at all touchpoints along your journey.

Passengers who have requested assistance must arrive at the Eurowings check-in counter at least two hours before departure. In the event that an assistance request has not been made, Eurowings and the airport operator will do their utmost to ensure that the passenger is able to board on time. However, there may be service interruptions and waiting times.

Eurowings transports air passengers with disabilities and restricted mobility in accordance with Regulation (EC) 1107/2006 on the rights of disabled persons and persons with reduced mobility when travelling by air. Assistance services are provided free of charge at all airports. Information on the available local services can be found on the website of the airport of departure/arrival.

Moreover, free transport is permitted for:

Guide dogs and assistance dogs
Two mobility aids (e.g. wheelchair manual/electric, crutches, walking aids etc.)
A medical device for use on board or at the destination (e.g. portable oxygen concentrator) with a maximum size of an item of hand baggage.
Medicine, medicinal products, and the syringes or autoinjectors required for their administration.

If medical materials require transport as main baggage, please send this form to our customer service by email.

The local airport assistance service will be waiting to help you on your way on arrival. Please remain aboard in your seat until collected by the assistance personnel.

As a passenger with reduced mobility or sensory impairment, reasons of safety require that an adult companion travels with you in the following cases:

You are unable to evacuate yourself (e.g. you must be carried)
You are unable to orientate yourself (excluding DPNA)
You are unable to communicate with cabin staff to receive safety instructions.
You are unable to understand and/or follow safety instructions.
You are unable to fasten/release the seatbelt or put on the life jacket.

Question 10

Online check-in

Accepted Answer

Online check-in is not available for passengers who request assistance.

Seating will be assigned when registering your special needs or during check-in at the latest.

Question 11

Assistance for people with disabilities or limited mobility

Accepted Answer

Wheelchair assistance to the gate and from aircraft (WCHR)
You are able to use stairs independently and board the plane but require a mobility aid or other means of transport over longer distances inside the terminal.

Wheelchair assistance to and from the aircraft entrance, avoiding stairs (WCHS)
You are able to walk independently inside the plane but cannot use stairs. You require a mobility aid or other means of transport over longer distances inside the terminal.

Wheelchair assistance for passengers travelling with their own mobility aid (WCHC)
You need your own wheelchair inside the terminal. You need assistance getting into and out of your airplane seat.

Impaired hearing (DEAF)
You are deaf or hard of hearing and require communication assistance inside the terminal and aircraft.

Impaired sight (BLND)
You are blind or have impaired sight and require assistance finding your way and communicating inside the terminal and aircraft.

Cognitive/developmental/social-emotional disability (DPNA)

You have a cognitive, intellectual, developmental, or other hidden disability, including Alzheimer's, autism, ADHD and dementia, and require assistance inside the terminal and aircraft.

You are able to travel independently or with assistance with these disabilities, depending on your particular needs and your degree of independence. Safety guidelines require a travel companion when the following tasks cannot be complete independently:

Fastening and unfastening the seatbelt.
Grabbing and putting on the life jacket.
Putting on the oxygen mask without help.
Understand the safety guidelines and follow instructions communicated in all possible formats.

Travelling with a plaster cast/prosthesis/external fixator

It is mandatory that the circular uncut cast has been applied at least five days before departure. If the plaster cast is younger than five days on the day of departure, it must have a split or expansion joint. We recommend attaining a medical certificate on your air travel fitness and having it verified via our contact form.

If you are wearing a plaster cast, please complete this form and send it to our customer service by email.

If you have an external fixator, please have your doctor complete this form and send a copy to our customer service by email.

If you have a prosthesis, please send this form along with your assistance needs to our customer service.

Question 12

Restricted medical devices

Accepted Answer

For safety reasons, disability supports/aids that must be attached to the rear of the seat are not permitted aboard Eurowings flights.

Question 13

Recognised assistance dogs

Accepted Answer

Task-trained assistance dogs (SVAN) travel free of charge in the cabin with Eurowings.

When taking connecting flights, please check the conditions of each airline operator. If you are flying with multiple airlines, we recommend attaining confirmation from each airline that the animal will be permitted on board.

General transport conditions

Regardless of the breed or type, task-trained assistance dogs are trained to help people with motoric disabilities, seeing and hearing impairments, intellectual or interpersonal disabilities, and other psychiatric disabilities..

The dog must have a training certificate.

This service must be requested no later than 48 hours before departure. Please send this form by email to our customer service. You will receive a confirmation from our staff once all of the provided documents have been verified.

IMPORTANT: In order to be able to take your assistance dog as hand baggage into the cabin, we require your confirmation that the animal meets the following requirements:

A training certificate from an assistance dog training facility that is accredited by Assistance Dogs International (ADI), Assistance Dogs Europe (ADEu), or International Guide Dog Federation (IGDF).
Or a training certificate from another training facility, stating the type of training, the task, the duration, and the location.
A signed statement by you that your dog meets the requirements set out below for the journey.

Please note: Emotional support dogs do not count as task-trained assistance dogs and are not transported free of charge aboard our flights. They travel under the usual transport conditions for pets.

Travel documents

You must ensure that your assistance dog meets all of the current entry and exit regulations for carriage as additional hand baggage inside the cabin of your outgoing and return flights in all the relevant countries.
The necessary veterinary examinations or treatments (e.g. vaccinations, microchipping) have been carried out in a timely fashion before your journey.
The official and veterinary documents (e.g. pet passport) required for your assistance dog are at hand.
You must ensure that you are able to take your assistance dog into the cabin of any other airlines along your journey.
You have booked your flight and registered your assistance dog for transport in the cabin with Eurowings or via your travel agency and you have received the relevant booking confirmation.

Question 14

Health documents and air travel fitness

Accepted Answer

Certain health issues (e.g. heart and lung diseases, stroke etc.), accident injuries, or chronic pains require that passengers are assessed for their air travel fitness by our assistance team.

If you are unsure of your own air travel fitness, please have your doctor complete this form and send a copy to our customer service by email.

Clearance to fly will be issued no later than 48 hours before departure. Eurowings may also demand the presence of a travel companion for certain types of assistance.

Should Eurowings deem it necessary, we may request a medical certificate from you or your doctor in the following situations:

If you have an infectious disease that presents a flight safety risk (including diversions and emergency landings)
If you require medical assistance or equipment (e.g. visible respiratory difficulties) – as your health may be adversely affected during or because of the flight.

Eurowings may also demand the presence of a travel companion for certain types of assistance. These are found in the section "Rights and responsibilities" above.

Question 15

Regulation (EC) 1107/2006

Accepted Answer

Regulation (EC) 1107/2006, on the rights of disabled persons and persons with reduced mobility when travelling by air, came into effect on 26 July, 2008.

For more information, the regulation is available to download here.

Question 16

Oxygen for medical purposes

Accepted Answer

Oxygen concentrators

Passengers suffering from sleep apnoea who have to use a CPAP device, as well as passengers who require an oxygen concentrator (POC device), may carry these on board in addition to their regular hand baggage. However, please note that the oxygen concentrator (POC) must be battery-operated if you wish to use it during the flight. An onboard power supply is not available on our aircraft. We recommend bringing the device description and a certificate of authenticity for presentation at the security gate if requested.

Please register your CPAP device by completing and sending this form by email to our customer service with the following information:

Brand and model
Weight
Dimensions (length x height x depth)

If you wish to use the device on board the plane, you must complete and send this form for passengers with special assistance needs at least 72 hours before departure. Boarding and carriage are not permitted without previous registration and a certificate of air travel fitness.

Please also include a medical certificate that confirms that an interruption of oxygen supply during take-off, landing, leaving a seat, and during critical flight phases is harmless and without risk to health. This can be informally presented on letterhead paper that is dated, signed, and stamped by your doctor.

Oxygen flasks

Personal oxygen flasks containing pressurised oxygen for the supply of oxygen on board a flight are usually permitted. The following conditions of carriage apply:

One oxygen flask per person..
The oxygen flask may not weigh more than five kilos and not be pressurised to greater than 200 bar.
The flask, valve, and regulator must be safeguarded against damage and external influences during assembly and may not release the content of the flask in an uncontrolled manner.

Please register your oxygen flask by completing and sending this form by email to our customer service with the following details included in your email:

Please also include a medical certificate that confirms that an interruption of oxygen supply during take-off, landing, leaving a seat, and during critical flight phases is harmless and without risk to health. This can be informally presented on letterhead paper that is dated, signed, and stamped by your doctor.

Assistance for people with disabilities or limited mobility

Frequently visited pages

Eurowings

Lufthansa Group

Partner