Passengers with special needs
Passengers with special needs or with restricted mobility
Note: If you intend to buy or have bought SmartWings ticket through your travel agent, your travel agent will kindly reserve special services for you. Please don't contact SmartWings directly in such a case.
Where do I go in the airport to get my prebooked special assistance?
If you have prebooked your assistance on the day of reservation, as required by SmartWings, simply make yourself known at your designated check-in desk. Our agents will advise the handling company that you have arrived and they will come directly to assist you. We suggest that you check-in two hours prior to your scheduled departure time.
Broken leg in a cast
If you have a broken leg and the plaster is above the knee of the affected limb, you will have to purchase two additional seats (three seats in total one for you and two for your leg). Please contact your local reservation center to book your extra seats and to arrange assistance at the airport. If the plaster is below the knee of the affected limb then you do not have to purchase additional seats as you will have the flexibility to bend the knee.
Please note any passenger traveling with a plaster cast must have the cast split prior to traveling to allow for swelling.
Passengers using syringes from medical reasons
If for medical reasons a passenger needs to inject themselves during a flight (for example a diabetic passenger), they are permitted to carry syringes in the cabin. Passengers will be asked to produce medical evidence of this requirement (a doctor's letter will suffice) when checking in or at security screenings. This letter should be kept with the passenger at all times.
For the safety and comfort of all pregnant women traveling by air, SmartWings has introduced the following regulations:
SmartWings requires a doctor's certificate confirming that the passenger is fit and healthy and specifying the date that the baby is due. If a passenger arrives to the check-in without the required doctor's certificate, she must obtain same from her doctor prior to being accepted for the flight. If she cannot obtain same prior to the check-in deadline, her ticket may be revalidated for travel on the next available flight, after she produces the required certificate.
34 weeks and over
SmartWings will not carry women during this period of pregnancy under any circumstances.
It is the responsibility of all pregnant women to advise SmartWings of their condition at the point of reservation.
If a passenger wishes to purchase an extra seat for a large person, that customer will have to pay for the additional seat. Please contact our reservation center in order to book an extra seat. Extra seats cannot be purchased for infants.
Deaf or blind passengers (or with impaired vision) or with a guide dog
Passengers with impaired vision, who are blind or deaf, are given free extra services on the ground and on board.
Please note that our reservation center has to be notified as soon as possible after your reservation is completed, as not to do so, will result in SmartWings being unable to provide any special care.
SmartWings will carry one guide dog free of charge on flights. Please note that guide dogs cannot be accepted for travel on flights to/from mainland European countries to the UK or Ireland.
Any passenger wishing to bring their guide dog on board, must request same through the reservation center on the same day as the original booking, as not to do so, due to the above limitation, will result in SmartWings being unable to accept the guide dog for the flight reserved.
In order to ensure that the right type of assistance is booked at the airport to suit your requirements, the following options are detailed below, please advise your reservation agent of the option that suits your requirements.
Option A: Blind or visually impaired passenger: that requires a walker to and from the terminal to the aircraft.
Option B: Blind or visually impaired passenger traveling with a guide dog and requires a walker to and from the terminal to the aircraft.
Option C: Blind or visually impaired passenger: that requires no assistance at all.
Option D: Blind or visually impaired passenger traveling with a guide dog and requires no assistance at all.
Passengers with restricted mobility (wheelchair required)
Due to the limitation of four disabled/reduced mobility passengers on each flight, notification of your condition and any request for assistance must be made through our reservation center on the same day as your original booking. Failure to advise SmartWings of your requirements on the day of booking will result in the service being unavailable on your arrival to the airport and you being refused carriage.
You can use your own wheelchair or a wheelchair can be supplied by the airport wheelchair service provider. Both the wheelchair and assistance are free of charge.
Restrictions apply to the transportation of battery-operated wheelchairs, so please let us know the type of battery when booking. Assistance is free of charge. For health and safety reason, battery operated mobility scooters which weigh in excess of 32 kilos cannot be accepted.
Option 1: Passenger who requires the use of an airport wheelchair: and to be pushed through the airport terminal to the steps of the aircraft.
Option 2: Passenger who requires the use of an airport wheelchair: and to be pushed through the airport terminal to the steps of the aircraft and also requires lift on/lift off assistance onto and off the aircraft.
Option 3: Passenger who requires the use of an airport wheelchair only: but does not require to be pushed by airport staff.
Option 4: Passenger not traveling in a wheelchair: that does not require to be pushed through the airport to the aircraft steps but does require lift on/lift off assistance onto the aircraft.
Option 5: Passenger traveling in their own wheelchair: that only requires to be pushed through the airport terminal to aircraft steps.
Option 6: Passenger traveling in their own wheelchair: that requires to be pushed through the airport terminal to aircraft steps and also require lift on/ lift off assistance onto the aircraft.
Option 7: Passenger traveling in their own wheelchair: that does not require to be pushed through the airport terminal to the aircraft steps, but does require lift on/lift off assistance onto and off the aircraft.
Option 8: Passenger traveling in their own wheelchair: that require no assistance at all from airport staff.
Personal care attendant needed as follows:
A person with an intellectual disability, who is unable to understand or respond appropriately to safety instructions from SmartWings personnel.
A person, with both severe hearing and severe vision impairments, that the passenger would not be able to establish communication with SmartWings personnel so a safety briefing can be given
Passenger's who advise SmartWings that they fit into one of the above categories will be required to provide their own personal care attendant. The attendant must pay the fare applicable at time of making a reservation.
For safety reasons SmartWings does not permit passengers to bring their own oxygen on board our aircraft. If oxygen is required for use during the flight it must be booked directly with SmartWings on the same day, as the flight booking is made. Passengers must travel with a letter from their doctor confirming that they are fit to travel. Passengers will not be accepted for travel without this letter.
You can book oxygen by calling our reservation center. A fee of €200 / 311.5 L applies to prebook oxygen. The fee is set per one way reservation. The fee must be paid at the time of booking the oxygen. Fees for oxygen will not be accepted at the departure airports. Fees are not refundable, even if oxygen is not used. Oxygen must be booked in advance of travel.
For safety reasons we are only permitted to use 3/4 of the bottle of Oxygen. We cannot have more than one oxygen request per flight, as this is all that is legally permitted. Passengers who require more oxygen will not be permitted to buy a 2nd cylinder. Oxygen should be booked well in advance and cannot be pre-booked until a letter from passenger's doctor is received to state that although they require oxygen they are fit for travel and the oxygen we provide is suitable for their patient.