Special assistance

Please make sure you tell us about your needs as soon as possible and at least 48 hours before departure. It’s important to tell us the correct level of service required to meet your needs, and you can request more than one type of assistance if you have multiple requirements.

Wheelchair assistance levels

• you can walk independently within the cabin and can use the stairs but need assistance for long distances in the terminal
• you can walk independently within the cabin but cannot ascend/descend stairs
• you need full support to reach the aircraft cabin and transfer to your seat on board

Hearing or vision assistance

• If you have partial or total hearing or vision loss, you can be assisted with wayfinding and communication in the terminal and on the plane

Support is also available for you if you have a temporary disability such as a broken limb, or a non-visible disability.

When booking assistance, please answer questions honestly to ensure we can reserve the correct level of assistance for your needs. If your needs are variable, please select the highest level of service that you might require.

We recommend you check airport websites for the latest information on additional services that might be provided locally, such as requesting hoist usage or availability of a quiet/sensory room.

Some of the services that are offered by assistance providers include:

• getting from a designated meeting point in the departure airport
• going through customs and security to the boarding gate
• getting on board the plane and into your seat
• stowing and retrieving your cabin bag(s)
• getting off the plane after landing
• retrieving your luggage and any mobility equipment
• taking you to a meeting point in the arrival airport

Travelling with allergies

We cannot guarantee an allergy free environment on board, but we do have HEPA filters to help manage airborne allergens, and our onboard eat drink options are nut free. Please call our assistance team if you would like to talk through your needs and options.

It’s important for you to notify us of your assistance needs and any equipment you plan to take with you at least 48 hours before departure, so that we can ensure the airport service providers are given this information in good time to prepare for your arrival.

You should arrive at the airport assistance point or desk at least 2 hours before departure (up to 3 hours in some locations – check your flight itinerary for Bag Drop opening times).

Even if you wish to make your own way through the terminal, please let the assistance provider at the airport know when you have arrived. This is so they can confirm they have everything in place for your journey.

If the request for assistance has not been made in advance, easyJet, together with the airport assistance provider, will make all reasonable efforts to enable you to board your scheduled flight.

In accordance with EC Regulation 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air, the assistance service is offered free of charge at all airports. Information on the services available can also be found on the website of the specific airport.

If you have told us about your needs, we will allocate a suitable seat for you, free of charge. If you’d prefer to choose your own seat there are some restrictions on where you can sit.

Choosing a seat

Be aware that during the flight other customers in the same row may wish to get up from their seats, so be mindful when selecting an aisle or middle seat if you would find getting up and down from your seat difficult.

For safety reasons, not all seats may be suitable for some customers with disabilities or reduced mobility, such as over-wing or exit seats. Rows 3, 4, 5 and 25 on every aircraft have liftable armrests should you need this.

Toilets are located at both ends of the aircraft if you wish to choose a seat near one.

If you require the use of more than one seat, for example if you are travelling with a broken limb that needs to be elevated during flight or for comfort, you will need to purchase any additional seats in advance by calling our dedicated assistance team.

We cannot guarantee additional seats will be available to purchase on the day of travel.

For your own safety and that of fellow customers you must travel with a companion (someone at least 16 years old, who is physically and mentally able to help you in an emergency) if you’re unable to do any of the following independently:

• unfasten a seat belt
• leave a seat and reach an emergency exit unaided
• retrieve and fit a life jacket
• don an oxygen mask without assistance
• understand the safety briefing (including information communicated in accessible formats)

If you believe you will need help with any of the following, we recommend you travel with a companion as our Cabin Crew will be unable to support you with these tasks:

• consuming food and beverages
• personal care
• toileting needs
• administering medication

If you need to bring a travel companion, we guarantee their seat will be the same price as yours, even if they book it later.

Please make sure you check if you need a travelling companion before you get to the airport. For safety reasons you may be unable to fly if you don't have one.

If you're travelling with other customers not requiring assistance, only one of them may be able to accompany you through security and whilst boarding the aircraft. All other group members will need to make their own way through to boarding.

Your health and comfort on board the flight are important to us. If you've recently been unwell or had surgery, you will need to check when you can travel and if you will need to bring documents with you to confirm you are fit to fly. More details can be found here - travelling when you've had a recent illness or surgery.

If your medical condition isn’t covered, or if you have any doubt about your fitness to fly, please seek advice and a fitness to fly certificate from a doctor before you travel. We also recommend that you take out travel insurance before making a booking, in case any unexpected illness or event means you need to change your plans.

If you are suffering from a severely infectious disease, for example, tuberculosis, pneumonia or a severe respiratory infection you will not be able to travel.

If you pack your medication in your hand luggage, we only require a letter from your healthcare practitioner confirming that it is necessary for you to bring the following items on board:

• liquids that exceed 100ml
• sharp objects such as needles
• oxygen cylinders and concentrators
• any medical equipment that may be considered as dangerous goods in the aircraft cabin - see the list.

Online check in opens from 30 days before travel and closes between 2-3 hours before departure, depending on your location.

Customers who have requested assistance can also use our online check process.

If wish to add assistance during online check in, you must be logged in to your easyJet account on the website. If your booking was made by a third party or under another account, you will need to call our dedicated assistance team to get the assistance request added to your booking.

If you have already checked in and then add assistance, you will need to refresh your boarding pass to ensure the correct information is available for travel.

You can travel with an assistance dog on most of our routes. An assistance dog is a dog that has been specifically trained to perform tasks to assist a person with a disability and has been certified by a recognised assistance dog training organisation.

Assistance dogs trained by an organisation that is accredited to Assistance Dogs International (ADI) or International Guide Dog Federation (IGDF) can be accepted on all permitted routes.

For travel within or between the European Union and Switzerland (excluding the UK), other organisations with comparable training standards to ADI or IGDF organisations may be accepted on a case-by-case basis. Please contact our assistance team to check if your assistance dog can be accepted.

You will need to provide documents to confirm your assistance dog is trained and fit to travel on our aircraft. These include:

• an animal health certificate (or pet passport if this is accepted at your destination)
• vaccination certificates*
• official documentation from the training organisation confirming the training that has been completed, and the tasks the assistance dog has been assessed to perform on behalf of the owner

*Vaccination requirements vary by destination. You are responsible for ensuring the assistance dog has received the required vaccinations within the required timeframe for the country you are travelling to.

Emotional support dogs and pets of any kind are forbidden for carriage on our aircraft.

Non-permitted routes

Assistance dogs are not permitted on flights to/from Egypt, Israel, Kosovo, Montenegro, Morocco, Turkey due to local customs regulations.

You will need to provide us with details of your assistance dog’s health and training certification as soon as possible and no later than 48 hours before departure. We will check with the training organisation to ensure the training is appropriate for air travel.

We do not accept liability for assistance dogs which are not correctly documented:

• You need to notify the animal reception centre at the arrival airport that you are travelling with an assistance dog. Contact details can be found on the airport’s website or you can get advice from Guide Dogs UK or from the Pet Travel Scheme helpline.
• Your dog must be wearing a standard identifying jacket or harness.
• Your dog, together with containers and food, will be carried free of charge in addition to your  baggage allowance.
• Please make sure you arrive at Bag Drop or the Special Assistance area at least 2 hours before your flight is due to leave so there is enough time to complete any paperwork.

Failure to notify the animal reception centre could result in the dog being denied entry or being placed in quarantine. You may also be fined for incorrect documentation.

Assistance dogs in training may be accepted on certain flights if the assistance dog is in the advanced stage of training and under the control of an ADI or IGDF accredited trainer. Please call our assistance team to discuss further requirements.

Stretchers and many full body supports cannot be accommodated on board easyJet aircraft. Please call our dedicated assistance team if you would like to discuss specialist equipment.

easyJet do not supply oxygen for use on board the aircraft. Onboard oxygen is only available for use during emergencies.

You can take two small compressed air or oxygen cylinders for personal medical use only, in addition to your cabin baggage. They must not exceed 56cm in length, with a maximum diameter of 25cm and a maximum weight of 5 kg.

You'll need a medical certificate confirming the cylinders are required for medical reasons and that you are fit to fly. If you are taking oxygen cylinders, please tell the Cabin Crew when you are boarding.

Liquid oxygen is not permitted on board aircraft in the cabin or the hold.

Oxygen concentrators (either mains or battery powered) can be taken on board - you'll need a medical certificate confirming that it's for medical reasons and that you're fit to fly.

• If you need to use an oxygen generator during the flight, please be aware that only battery powered devices can be used as there is no power supply on board.

See our dangerous goods page for more information.

You can bring any medicines and medical equipment that you need to have with you. This includes gel packs or cooler bags to maintain the temperature of your medication, food and specialist devices such as dialysis machines (subject to size regulations), CPAP machines and nebulisers.

Crutches and walking frames can be brought on-board. Our Cabin Crew will store them for you and return them after landing. Walking frames can be stored on board if space is available, or we'll put them into the aircraft hold and return them after landing.

Portable medical equipment can be brought on board in addition to your cabin bag allowance. Portable medical devices must be no larger than 56 x 45 x 25 cm, otherwise they will have to travel in the hold.

Common medical devices that can be brought on board include:

• CPAP machines
• Nebulisers
• TENS machines
• Portable dialysis machines

If you need to bring several medical devices or a large piece of medical equipment, please contact our assistance team at least 48 hours before your flight so that they can advise you.

If you are flying with a passenger who has additional needs, devices we accept on board include Crelling Harnesses, Burnett Body Support and Travel Chairs. For children we also accept the Firefly and CARES. Find out more information about flying with children.

You may need to have certain seats allocated to travel with these devices so please call our assistance team to make these arrangements.

We don't have any additional support systems on board, however, if you're travelling with additional support systems, please contact our assistance team who will be able to check if the item can be accepted and allocate you a seat suitable to the support system.

Comfort aids (such as cushions) can be used on board so long as the aircraft seat belt can still be used.

Please be aware that if you are travelling on one of our partner airlines, on board wheelchairs may not be available.  Please contact our assistance team for the detail around your specific flight.

Our cabin crew are highly trained to help in emergency and medical situations. However, as per EC Regulation 1107/06 Annex II, they cannot assist with the following:

• consuming food and beverages
• personal care
• toileting needs
• administering medication

If you believe you will need help with any of the following, we recommend you travel with a companion.

We have an onboard wheelchair on every aircraft. You must be able to transfer yourself on to the chair, or with the help of your companion, and the Cabin Crew can assist with taking you through the cabin to and from the toilet door.

Toilets are located at both the front and rear of the aircraft, and they are all fitted with handrails.

We do not have equipment on board to keep medications cool, so please bring your manual cooling packs or similar with you to keep your medication cool.

For customers who are blind, have low vision, are deaf or hard of hearing, an adjusted safety briefing will be provided to you on the aircraft. You will also be able to handle the emergency equipment to make yourself familiar with it.

If you have an allergy, please let our Cabin Crew know when you board. We cannot guarantee an allergen free environment onboard, but our HEPA filtration system helps to remove most airborne allergens. We also have procedures to help reduce potential allergen related events, such as making announcements to ask customers not to consume nut-based products on board and arrange for you to wipe down your seat area at the start of boarding if pre-advised.

In accordance with the current regulation EC 1107/06, an airline, its agent, or a tour operator cannot refuse a booking request for reasons of disability or reduced mobility. Refusal of booking or boarding can only take place:

• 1. For safety reasons, including Dangerous Goods limitations
• 2. If the size of the aircraft or its doors make it physically impossible to board or transport the passenger with disabilities or reduced mobility.

I want to complain about problems at the airport

If the complaint is about the assistance at either your departure or arrival airports (for example; the assistance didn’t arrive, or it was late and/or unsatisfactory) you must:

• Make your complaint directly to the airport if it is in the UK or a European Union country (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden) as well as Iceland, Norway and Switzerland. You can find the customer service contact details for the airport on their website.
• Not make your complaint to easyJet. Even though you may have booked the assistance through us, under UK and European law the airport is responsible for the service provision.
• If you have problems at an airport outside of the European countries listed, you should complain to easyJet by contacting our assistance team. We are responsible for the assistance teams provided at these airports.

I want to complain about problems on the flight

If you have a complaint about anything that happened on the flight, or any staff member representing easyJet, you should complain to us. You can do this by contacting our assistance team. If you are not satisfied with the way your complaint is dealt with either by us, or by the airport, you can also complain to the Aviation Authority for the country you are in.

If you're travelling out of Switzerland, you'll need to direct your complaints to the Federal Office of Civil Aviation (FOCA) Passenger Rights.

At easyJet, we want to make travel as easy as possible for everyone. Even if you're travelling with a non-visible disability, we want to help make your journey run as smoothly as possible by guiding you through how to make your experience more comfortable while travelling.

Please visit our dedicated non-visible disabilities page for more practical support.

If you would like to let us know you have a non-visible disability, you can do this in the same way as requesting assistance (during booking, during online check in or by calling our dedicated assistance team). This only advises us that you have a non-visible disability and does not arrange any other level of assistance.

If you also require practical assistance through the terminal and/or on the plane, please add the relevant assistance levels to support your needs.

We are partnering with the hidden disabilities sunflower scheme and recognise that customers who choose to wear a sunflower are discreetly telling us they have a non-visible disability and may need some additional considerations.

On 26 July 2008 Regulation (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air came into force. For further information, download the regulation.

Visit our latest accessibility statement.