5. I have a disability

All Customers with disabilities will be provided transportation except when prohibited according to International Regulations regarding safety. Customers with disabilities do not need advance notice. Only 48 hours advance notice is required to allow time to coordinate services, equipment and logistics related to special needs based on disability.

Assistants: customers with disabilities are not required to travel with an assistant unless we determine that an assistant is essential for safety and to avoid discrimination based on a disability in air travel. Our team is not trained to provide special assistance for personal needs (e.g., assistance with eating, assistance with toileting, provision of medical services).

For the transportation of Customers who require special attention during flights due to special physical and/or medical conditions, the following guidelines should be considered:

i. A visually impaired Customer may travel with or without an Assistance Dog. The Assistance Dog must travel at the Customer's feet. A seat will be assigned next to the window.

ii. Assistance devices such as: crutches and walkers may go into the aircraft cabin; they may also travel in the aircraft belly at no additional cost.

Customers with reduced mobility must travel with a companion in the following cases:
i. The Customer, due to a mental disability, is unable to understand or respond adequately to safety instructions.
ii. The Client has such a severe mobility disability that they cannot physically assist themselves in the event of an evacuation.
iii. The Client has severe visual and hearing impairments that prevent them from establishing and adequate and understandable way to communicate with our staff or respond appropriately to safety instructions.

NOTE: Assistants must be at least 16 years of age at the time of travel.

Due to the validation of the supporting documentation of your condition it is not allowed to perform the web check in so we recommend arriving at the counter 3 hours before the departure time of your flight.