Question 1

Regulation (EC) 1107/2006

Accepted Answer

Regulation (EC) No 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.

Question 2

Complaint procedure

Accepted Answer

If you are a person with a disability or reduced mobility and you believe that you have not been assisted in the prescribed manner and that there has been a breach of Regulation (EC) No 1107/2006, please submit a complaint to the airport operating authority.

If you would like to draw attention to problems during the booking process or to insufficient assistance aboard your flight, please contact our customer service.

In the event of the loss or damage of mobility aids or other mobility and assistance devices, please report this to Eurowings baggage tracing directly on arrival or via our customer service. More information on this is available.

If you would like to draw attention to insufficient assistance at the departure airport, at a connecting airport, or at the destination airport, please contact the relevant airport operating authority.

If you are unhappy with a response to a complaint you have made to us or to the airport, you can submit a complaint to a national enforcement body designated by the European Union. In Germany, the Luftfahrt-Bundesamt (LBA) is the national enforcement body for Regulation (EC) No 1107/2006. An online form is available.

It is possible to submit a complaint to the LBA when a 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.

Other national enforcement bodies of European Union member states.

Question 3

Safety restrictions

Accepted Answer

According to Regulation (EC) No 1107/2006, an airline, its agent, nor a travel operator may not refuse to carry a traveller due to their disability or reduced mobility.

The denial of a booking or carriage may be justified in the following cases:

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 email our form to our customer service.

Question 4

Assistance aboard the plane

Accepted Answer

People with disabilities or reduced mobility have special rights in air travel. These are stated in Annex II of Regulation (EC) No. 1107/2006 of 26 July 2008:

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 you require assistance using the toilet, with eating, or taking medication, you are obligated to travel with a companion who assists you.

All of our aircraft are equipped with manual wheelchairs that the cabin crew use to assist you from your seat to the toilet.

Some of our on board toilets/WCs are fitted with handholds to make them as barrier-free as possible.

Question 5

Oxygen for medical purposes

Accepted Answer

Oxygen concentrators (PPOC)

Passengers who use a CPAP device to assist their sleep or 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. Please carry the device description and a certificate of authenticity with you. This can be checked at security.

Please register your CPAP device by emailing our form to our customer service. Please include information on the manufacturer and model, weight, and dimensions (length x height x depth).

If you wish to use the device during the flight, please complete and send our form for passengers with special assistance needs at least 72 hours before departure. Please note that boarding and transport is possible only with 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. The certificate can be on letterhead paper that is dated, signed, and stamped by your doctor.

Oxygen flasks (POXY)

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

A maximum of one oxygen flask per person may be carried.

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 emailing us the technical details. 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 on letterhead paper that is dated, signed, and stamped by your doctor.

When submitting your certificate, please include the following information:

Manufacturer and model

Weight

Pressure in bar

Dimensions (length x height x depth)

Question 6

Stretcher transport

Accepted Answer

Transport on a stretcher is not allowed on our flights.

Question 7

Recognised assistance dogs

Accepted Answer

Your assistance dog (SVAN) travels free of charge in the cabin with us.

But please bear in mind that this may not be the case if you have connecting flights with other airlines. Please check the rules of other airlines regarding assistance dogs before departure.

General definition of service

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 limitations.

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

General transport conditions

If you'd like to travel with your assistance dog, please register it with us no later than 48 hours before departure. You can do so by emailing our form to our customer service. You'll receive a confirmation once we've verified the details.

IMPORTANT: We need the following documents for registration:

Official government-issued certificate, identification card or
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.

We also ask that you note and ensure the following:

That taking your assistance dog on your journey in the cabin meets all of the current entry and exit regulations of all the relevant countries for your outgoing and return flights.
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 are able to take your assistance dog into the cabin of any other airlines along your journey.
You have a valid flight booking, you have registered your assistance dog for transport in the cabin with Eurowings or via your travel agency, and you have received the relevant booking confirmation.
When travelling with an animal in the cabin, you are unable to book seating in the emergency exit row or first row.
You dog is obedient and behaves suitably on board.
You secure your dog with a lead in the cabin and also bring a muzzle.
Your dog doesn't sit in a passenger's seat and doesn't block the aisle or an emergency exit.

Question 8

Wheelchairs, mobility scooters, and other mobility aids

Accepted Answer

If you require a wheelchair or any other mobility aid to travel, please complete and email this form to our customer service when booking your flight. Your wheelchair or other mobility aid must be registered and approved no later than 48 hours before departure so that it can be loaded into the luggage hold or handed over to the baggage loading staff in front of the plane when boarding. You may travel with up to 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.

We do our best to ensure the safe transport of mobility aids. However, some factors may hinder 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 luggage hold.

Wheelchairs and mobility aids powered by unsealed/unenclosed batteries (wet batteries):

For safety reasons, wheelchairs and other mobility aids powered by unsealed/unenclosed batteries, particularly wet batteries filled with a liquid electrolyte solution that can leak when damaged, cannot be transported on 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. We will request the mobility aid's safety data sheet from you to help us with our assessment.

Please complete and email our form along with the battery's technical details 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 (non-removable: WCLB, removable: WCLX)

These mobility aids 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, you must remove it in accordance with the manufacturer's instructions. The removed battery may not exceed 300 Wh.

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

Maximum two (2) batteries, of which neither 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.

When handing it over, please make sure that your device is switched off, the key has been removed, and the device is locked.

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. We will request the mobility aid's safety data sheet from you to help us with our assessment.

Please complete and email our form along with the battery's technical details 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.

Maximum mobility aid dimensions

The maximum dimensions of your wheelchair or mobility aid may not exceed the following loading height measurements:

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

A wheelchair's maximum permitted weight is 200 kg.

Question 9

Forms and downloads

Accepted Answer

<ul class="rte-unordered-list">
 <li><a href="https://www.eurowings.com/content/dam/eurowings/downloads/EN/Medical_Assistance/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/EN/Medical_Assistance/Medical_Information_Form_EN1.pdf" class="a-paragraph-link">Medical information form (MEDIF)</a></li>
 <li><a href="https://www.eurowings.com/content/dam/eurowings/downloads/DE/Medizinische_Assistenz/03000_OMH-Form.pdf" class="a-paragraph-link">Plaster cast/prosthesis/fixator DE/EN</a></li>
</ul>

Question 10

Online check-in

Accepted Answer

Online check-in is not available for passengers requiring assistance.

Please contact the check-in counter at the airport or, if available, to the priority check-in counter. There, you will receive your boarding pass and support from the staff.

Question 11

Health documents and air travel fitness

Accepted Answer

Certain health issues or disabilities (e.g. heart and lung diseases, stroke), 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 email a copy to our customer service.

Clearance to fly will be issued no later than 48 hours before departure.

In the following cases, we can require medical certification:

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.

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

Question 12

Seating assignments and travel companion requirement

Accepted Answer

You can reserve your seat free of charge via the call centre or book it online for a fee. Seats for our passengers with the designations WCHS or WCHC are usually window seats.

For safety reasons, we are unable to offer seats in the emergency exit rows or in the first or last rows. This applies for all the designations named above (DEAF/BLND/WCHR/WCHS/WCHC/SVAN/DPNA/PPOC/POXY)

Information on seating allocation on board our various aircraft models (Airbus A319, A320, and A321).

If you are travelling with a companion, we will do our best to assign you a seat next to or near them. In compliance with regulation (EC) no 1107/2006, the seating allocation for any person accompanying someone with a disability or with reduced mobility is not subject to any additional charges.

Question 13

Passenger rights and obligations

Accepted Answer

It is important that you let us know about your assistance needs 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.

Please be at the airport meeting points, service points, or Eurowings check-in counter at least two hours before departure for your airport assistance service.

Assistance is offered free of charge at all airports in the European Union, in accordance with Regulation (EC) 1107/2006 on the rights of disabled persons and persons with reduced mobility when travelling by air. Information on the services available and the local conditions can be found on the website of the respective airport.

Moreover, free transport is available for:

Guide dogs and assistance dogs (SVAN)
Two mobility aids (detailed transport conditions can be found under the section wheelchairs, mobility scooters, and other mobility aids)

- Manual mobility aid (WCMP)

- Electric-powered mobility aid (WCBD/WCLB/WCLX)

- Crutches/walking sticks (MEQT)

Medical devices for use on board or at the destination (e.g. portable oxygen concentrator). These are permitted to be no larger than the size of an item of hand baggage. Please make sure to carry a certificate with you if you wish to use these on board. The battery performance should be sufficient to cover at least one and a half times the duration of the flying time. The transport conditions are available under the section for oxygen for medical purposes (MEQT).
Medicine, medicinal products, and the syringes or autoinjectors required for their administration. Please always carry sufficient quantities in your hand baggage. You should carry at least enough doses for one and a half days in your hand baggage. (MEQT)

If medical materials require transport as main baggage, please e-mail our form to our customer service.

Please understand that the size of the aircraft and the applicable safety regulations may lead to restrictions regarding the transport of these items.

For safety reasons, an adult companion is required to travel with you in the following cases:

You are unable to evacuate the aircraft yourself (e.g. you must be carried).
You are unable to orientate yourself (except for pre-registered passengers with the DPNA designation).
You are unable to communicate with cabin crew 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/take off the life jacket or oxygen mask.

Question 14

Assistance for passengers with disabilities and restricted mobility

Accepted Answer

It's important that you let us know what kind of assistance you need. More information on the airport assistance service right for you is available here:

Wheelchair assistance to the boarding gate and from the aircraft entrance (WCHR)

You are able to use stairs independently and move about inside the plane but require a wheelchair 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 move independently inside the plane but cannot use stairs. You require a wheelchair or other means of transport over longer distances inside the terminal.

Wheelchair assistance for passengers travelling with their own mobility aid (WCHC)

You are completely immobile and travel with your own wheelchair. You require assistance from your arrival at the airport, during boarding and disembarking the aircraft, to and from your cabin seat, and to the end of your flight and your arrival at your destination.

Impaired hearing (DEAF)

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

Impaired sight (BLND)

You are blind or have impaired sight and require assistance finding your way.

Cognitive/developmental/social-emotional disability (DPNA)

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

Travel companions

You can travel alone or with a companion, depending on your individual needs and how much assistance you would like to have. For safety reasons, a travel companion is required when you are unable to perform the following tasks independently:

Fastening and unfastening the seatbelt.
Taking and equipping the life jacket.
Putting on the oxygen mask.
Understanding the safety guidelines and following instructions communicated in all possible formats.

Passengers with a plaster cast/prosthesis/external fixator

If you have a plaster cast, we ask you to note the following requirements:

Your plaster cast must be fully enclosed, not split or open, and must have been placed on you at least five prior to departure. If the plaster cast is younger than five days on the day of departure, it must have a split or expansion joint.

If you're unsure whether you're able to fly with your plaster cast, we recommend getting a medical certificate attesting to your air travel fitness. Please send this to us via our contact form. We'll check whether you're able to fly with us and let you know if there's anything you need to be aware of.

Depending on your specific circumstances, you can do the following:

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.

Overweight passengers

Your well-being on board is important to us. If you suspect that a standard-size cabin seat is unable to provide you with sufficient comfort, Eurowings offers a range of options to help make your journey more pleasant:

BIZclass fare (subject to availability): larger seats, more legroom, and extra comfort
Book a free middle seat for more space

These options can be selected while booking your flight or added via our customer service at a later time. Adding options is possible up to 48 hours before departure.

If you booked via a travel agency, please contact the agency to update your seating options or to request assistance.

Information for passengers with disabilities and reduced mobility

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