Special assistance

What is special assistance?

Airlines and airports may provide assistance for disabled persons and persons with reduced mobility.

This type of assistance includes, but is not limited to:

Assistance inside and outside of terminal buildings including at check-in, baggage counter, security, immigration, customs, and transportation to the boarding gate,
boarding the plane, with the provision for assistance from wheelchairs or lifts where appropriate, storing and retrieving baggage, disembarking, rechecking baggage, and transport to connecting flights,
ground handling of specialized equipment or service animals and temporary replacement of lost or damaged equipment,
carriage of service animals, subject to national regulations, communication of essential information about the flight in accessible formats, assistance to toilets during the flight if needed, reasonable effort to meet seating needs both for the main traveler and their travel companion, if they are accompanied,
and, in addition to medical equipment, transport of up to two pieces of mobility equipment per disabled person or person with reduced mobility, including electric wheelchairs (subject to advance warning of 48 hours and to possible limitations of space on board the aircraft, and subject to the application of relevant legislation concerning dangerous goods).

Make sure to arrive at the airport at the designated place and time to ensure you receive the assistance you have requested. If the time was not stipulated, arrive at least two hours before the departure time.

How can I request special assistance?

To request assistance, you can contact Kiwi.com customer support, or you can apply for assistance directly through the airline or airport. As the services are provided by the airline or airport and not Kiwi.com, it may be easier to contact them directly about your specific needs.

To request it through Kiwi.com, sign in to your account, and open the particular trip you require assistance on. Scroll down to Additional services > Special assistance and describe your request to us in as much detail as possible. Or you can contact our customer support agents directly, for example by phone.

Usually, these services are provided for free, and are always free when assistance is provided under Regulation (EC) n°1107/2006. or US regulation. Kiwi.com will never charge a fee for these services or its intermediation; if one is charged, it is done so by the airline or airport, and you will be informed about it after submitting your request for assistance.

It is recommended to ask for assistance as far in advance as possible, at least 48 hours before your flight, to ensure that appropriate assistance will be duly organized and provided.

If you need to bring your own wheelchair, the dimensions are important. Please make a note of any visual, hearing or other impairments, so that the appropriate assistance can be organized for you.

Are there any restrictions?

Assistance dogs are usually allowed in the cabin if you inform the airlines in advance and if they have their pet passport or veterinary certificate. The number of assistance dogs per flight may be limited, so it's best to apply for assistance as soon as possible.

There may also be restrictions applied by carriers due to the size of the aircraft, or due to safety regulations. We recommend you to check the airline or airport websites to find further information about special assistance.