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Book well in advance
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It's important for us that you book your flight well in advance, i.e. at least 48 hours before departure, and tell us exactly what your needs are.
Why?
- It allows us to put together a service package carefully tailored to your individual needs.
- For flight safety reasons the seat choice for passengers with physical and/or sensory disabilities might be restricted in emergency exits and/or other defined rows.
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Tell us exactly what you need
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Please don't forget to inform us of your needs:
- When booking by telephone, please notify our agent of your requirements.
- When booking by Internet you can request the required service online using the "Services for Passengers with reduced mobility or sensory impairment" form.
- After booking you can always notify our Special Cases Desk of your needs:
Fax no.: +43 (0)5-1766-51043
E-mail: specialcases@austrian.com
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Do you have restricted mobility?
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If you have a chronic illness or disability, you do not need to present a doctor's certificate.
However, if you would like to request special assistance, please click here.
You will need to be accompanied, if you are unable
- to follow the safety instructions of our cabin crew independently or
- to assist in your own evacuation or
- if you need assistance in feeding or using the toilet.
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Travelling with your own wheelchair
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Are you travelling with your own wheelchair, or would you like us to provide one for you?
If you are travelling with your own wheelchair, please notify us of its size and weight and any special features (e.g. folding/non-folding, sport/electric wheelchair).
Electric wheelchairs
If you are travelling with a battery-driven wheelchair, please give us prenotification at least 48 hours before departure and notify us of the type of battery:
- Non spillable batteries (gel and dry batteries) can remain in the wheelchair, but must be secured and disconnected and the poles must be isolated before boarding the aircraft.
- For safety reasons, special packaging criteria apply to wet battery-driven wheelchairs, so the transportation of these must be cleared in advance with the Special Cases Desk: specialcases@austrian.com.
The transport of up to two pieces of mobility equipment (wheelchair, crutches, other mobility aids) per person with reduced mobility is free of charge on Austrian Airlines flights, subject to following conditions:
- electric wheelchairs must comply with the applicable dangerous goods legislation;
- there must be enough space for the mobility aid in the cargo hold of the aircraft.
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Degree of restricted mobility
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Please let us know the extent to which your mobility is restricted.
There are three internationally recognised wheelchair categories to help you classify your degree of disability:
- WCHR – Wheelchair Ramp
Guest only requires wheelchair to cover longer distances; able to climb stairs independently.
- WCHS – Wheelchair Steps
Guest not able to climb stairs but can cover short distances on foot.
- WCHC – Wheelchair Cabin seat
Guest requires wheelchair at all times, unable to move around the cabin without help from another person – own wheelchair carried with him/her at all times.
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Assistance dogs and therapy animals in the passenger cabin
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Assistance dogs
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are carried free of charge on Austrian Airlines flights.
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may travel with you in the cabin but must be kept on a lead.
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proof of the animal's status as service animal must be given at check-in
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are restricted in size and weight, therefore we ask for prenotification
For therapy purposes Austrian Airlines accepts also emotional or psychiatric service animals in passenger cabin.
Following conditions must be met:
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transportation is restricted to cats and dogs
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dogs must be muzzled during flight
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advance notification at least 48 hours before departure
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appropriate documentation issued by a licensed mental health professional confirming the animal's need of presence during the flight must be presented.
The general conditions for the transport of animals in cabin apply.
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Passengers with impaired sensory perception
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There are no restrictions applicable to hearing impaired and partially sighted passengers on Austrian Airlines flights. You do not require a doctor's certificate.
An assistance service for blind and partially sighted passengers is provided free of charge. If you require assistance at the airport, please ask one of our ground staff.
If you are deaf and blind, you will need to be accompanied during the flight.
Hearing impaired/deaf passengers
Please notify us of your disability when you make your booking so we can pass on the relevant information, especially to our cabin crew on board the aircraft.
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Choice of seat
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If you are restricted in mobility or impaired in sensory perception you have seatchoice to the highest extend as possible, for flight safety reasons it might be restricted in defined rows (e.g. emergency exits).
Some of the aisle seats on our aircraft are equipped with moveable armrests for your comfort. Ask for these special seats at time of booking!
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Direct flights to /from U.S.A
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Our special service concept complies with the regulation 14 CFR, DOT382.
Specially trained staff, Complaint Resolution Officials (CRO), are available at our destinations New York, Washington and Vienna.
Contact of the Austrian Airlines CRO
at Airport Vienna:
Team.IrregularityCare@austrian.com
Tel: +43 (0)5 1766 62507 (08:30 am - 08:00 pm)
Tel: +43 (0)5 1766 1000 (08:00 pm - 08:30 am) - in this case your request will be forwarded to a CRO immediately.
at Airport New York, JFK:
Tel: +1 800-843-0002 (Callcenter)
at Airport Washington, IAD:
cro.IAD@austrian.com
Tel: + 1 202 468 4716 or Tel: +1 202 560 0966
Here the link to Aviation Consumer Protection Division.
http://airconsumer.ost.dot.gov/
Our Fleet
Further Medical Questions
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