SPECIAL ASSISTANCE
CALL 03335 66 55 44 AT LEAST 48 HOURS BEFORE DEPARTURE TO REQUEST APPROPRIATE ASSISTANCE ACCORDING TO YOUR NEEDS.
- from UK call number 03335 66 55 44 (Mon-Fri 8:00-22:00, Sat and Sun 8.30-21:30)
- from Italy call number (+39) 06 65640
- from other countries contact the Customer Relations Office nearest you
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RIGHTS OF PERSONS WITH DISABILITIES AND PERSONS WITH REDUCED MOBILITY - AIRPORT LIABILITY
According to EC regulation 1107/06, within the EU, airport operators are responsible for assisting anyone with a disability throughout their stay at the airport. This includes persons whose mobility is impaired due to any physical disability (musculoskeletal or sensory, permanent or temporary), mental disability or handicap or for any cause of disability or for reasons of age, and whose condition requires adequate care and an adaptation of the service offered. Airlines should provide the airport operator with all relevant information to enable the operator to offer the appropriate service.
TRANSPORT OF SPECIAL CATEGORIES OF PASSENGERS (SCP)
As established for safety purposes by the EASA (European Aviation Safety Agency), in Air Operations – Commercial Air Transport, persons requiring special conditions, assistance and/or equipment when transported on a flight must be considered as SCPs (Special Category of Passengers).
The following people are considered SCPs:
- persons with reduced mobility (PRMs) who, without prejudice to Regulation (EC) N° 1107/2006, are persons for whom it is known that their mobility is reduced due to physical, sensory or musculoskeletal disabilities, either permanent or temporary, related to intellectual or learning, and any other cause of disability or age
- very young children (under 2 years old) and unaccompanied minors
- deportees and Inadmissible Passengers (INAD), or detainees
SCPs must be transported under conditions that ensure the safety of the flight and its occupants. Companies are responsible for checking that "the number and categories of SCPs [present on board] do not exceed the number of passengers capable of assisting them in the event of emergency evacuations" and, for safety reasons, they cannot occupy seats near to the emergency exits.
For this reason, in order to comply with the above safety measures, you may be required to make a reservation on an alternative flight to the one you want.
UNITED STATES REGULATION, PART 382 - NON-DISCRIMINATION ON THE BASIS OF DISABILITY
Alitalia applies this regulation to any flight departing from or arriving at a United States airport.
HOW TO OBTAIN A COPY OF REGULATION 14 CFR PART 382, NON-DISCRIMINATION ON THE BASIS OF DISABILITY IN AIR TRAVEL
You can obtain a copy of the DOT regulations that include the Air Carrier Access Act, 14 CFR Part 382, in one of the following ways:
- by telephone, if calling from the United States, by phoning the toll-free number for travelers with disabilities 1-800-778-4838 (voice) or 1-800-455-9880 (TTY);
- by telephone, by calling the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY);
- by email, writing to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 0590;
- on the Aviation Consumer Protection Division page.
ANAC 280 BRAZILIAN REGULATION
Alitalia applies this regulation for flights departing from Brazil.
GUIDELINES FOR FITNESS TO FLY
If you need a medical clearance to fly, have your doctor fill out the MEDIF health clearance form, completing Form A "Information for customers requiring special assistance" signed by you or your representative. The MEDIF form must report a date not earlier than 7 days from departure.
The MEDIF form (with stamp and signature of the completing doctor) must be sent to the Call Center at the same time as the booking, it must indicate a positive prognosis for the trip and the need or otherwise for a travel companion. If you require transport on a stretcher and/or oxygen therapy to be provided by the airline, please go to the dedicated section (click here).
The medical documentation must always be brought to the airport in paper format and made available for the necessary checks at the airport.
MEDICAL AUTHORIZATION OF FITNESS TO FLY
Persons must present clearance for air travel (MEDIF completed, signed and stamped by the passenger's doctor) if they:
- are suffering from diseases that could worsen due to the flight,
- require oxygen therapy or a stretcher on board,
- unquestionably require medical assistance on board,
- have recently undergone surgery,
- use electromedical equipment on board (for a POC, a medical certificate is sufficient that certifies if the passenger is able to see and/or hear alarm signals of the device and intervene, otherwise they must travel with a travel companion),
- are within the last 4 weeks prior to the expected delivery date or who have a pregnancy with medical complications or an expected twin birth,
- premature babies or infants in the first 7 days of life.
NB
Passengers suffering ONLY from cognitive, intellectual or developmental disabilities (identified in air transport with the DPNA coding), do not have to produce a MEDIF.
Instead, a medical certificate is required (please click here for a copy) written by a neurologist/psychiatrist/neuro-psychiatrist specialist who certifies the mental-physical fitness of the person to be able to deal with the flight and the possible need for a travel companion. If there is a need for MEDIF, this must be completed by a specialist doctor as indicated above or, if completed by another type of doctor, it must be accompanied by a specialist medical certificate drawn up in the manner described above.
Passengers suffering from contagious or infectious diseases are not allowed on board.
PERSONAL WHEELCHAIRS AND OTHER MOBILITY AIDS
When booking your flight, please inform the airline of your need to travel with a wheelchair, be it electric or folding, or any other walking aid. You can carry up to two mobility aids for free (e.g. wheelchair and walker).
Although Alitalia does its best to ensure that mobility aids are transported safely, some factors may prevent them from being transported. To see all the details, please click here. To help us transport your mobility aid correctly, please download the Powered Mobility Aid information form and give it to a member of staff or attach it to your aid.
Due to airport infrastructure, at most airports the wheelchair will be collected at check-in, tagged and carried in the hold.
You will be provided with assistance between check-in and the departing gate or aircraft and between the gate and the arrivals hall.
In the event that your wheelchair has been placed in the hold, if the airport facilities allow it, we will endeavor to return it to you as close as possible to the aircraft door. If this is not possible, we will make sure there is a wheelchair waiting for you to accompany you to the baggage claim area.
WHEELCHAIR ON BOARD
All aircraft in the Alitalia fleet are equipped with wheelchairs on board, to offer assistance to customers with walking problems who need to move from the seat to the toilet of the aircraft and vice versa. We remind you that the flight crew cannot provide assistance inside the toilets. The aircraft of Alitalia's partner airlines may not have wheelchairs on board; we recommend that you check their presence when making your booking.
In the event that your flight is operated by a partner company, please confirm the availability of the service with the Call Center.
TRAVELING WITH A COMPANION
For your safety and that of the people traveling with you, you may need to travel with a companion (safety assistant).
If you are unable to:
- understand the safety briefing
- fasten and unfasten the seat belts
- remove and put on the life jacket
- wear an oxygen mask
- leave your seat and reach the emergency exit without help
The safety assistant must be at least 16 years old (for Brazil, 18), be in full physical and mental health and be willing to help you in emergency situations.
For your comfort on board, you may need to travel with a travel companion (assistant to the person) who knows your physical condition well and is able to respond to your personal needs on board (even in the event of a delay and flight irregularity), such as medical procedures, eating and assistance for the use of toilets.
The cabin crew can help you open the food packages and walk you to the toilet door, but they cannot provide you with any help with feeding, taking medications or assisting you with use of the toilet facilities.
ARM OR LEG IN A CAST
If you have a limb in a cast, we inform you that air travel is not recommended before 48 hours after the cast has been placed. If you have had your cast for less than 48 hours, please ask your doctor for advice before traveling.
OVERWEIGHT PASSENGERS
If you are a passenger who falls into this category, we will try, if flight conditions allow, to vacate the seat next to yours.
In this regard, we remind you that the standard sizes of our Economy seats can vary between 46.99 cm (18.5 inches) and 41.98 cm (16.53 inches).
If for greater comfort you wish to purchase an additional seat, you can do so during the booking process by contacting the Call Center.
In this case, seat purchase is only possible in Economy on all medium and short-haul aircraft in the Alitalia fleet.
Finally, for safety reasons, it is not possible to occupy a seat at the emergency exits, in particular the wing exits.
SEATS
To facilitate the movement of passengers with mobility problems between their seat and the wheelchair, all Alitalia aircraft are equipped with seats with movable armrests on the aisle side. If you are traveling with an assistant, he/she will have priority for the seat next to yours. Depending on availability and the individual situation, the assistant can sit in the same row as you or in the one immediately preceding or following.
Passengers traveling with an assistance dog on domestic and intercontinental flights, a seat in front of a bulkhead is provided in order to accommodate the animal more comfortably. This does not apply for international flights that have bulkheads in Business Class only. An aisle seat will be offered for these flights.
If you have a disability that affects only one side of your body, you will be offered a seat on the side of the plane that allows the other side, for safety reasons, to be on the aisle side. If you have a leg in a cast or immobilized, so that you can still flex your knee you will be offered, where possible, a place at the bulkhead. Show up for check-in at least one hour before other passengers.
If you are unable to flex your knee and cannot sit with the seat upright during takeoff, turbulence or landing, you must travel using a stretcher.
For safety reasons, seats in the row corresponding to the emergency exit cannot be assigned to passengers with reduced mobility.
STRETCHERS
If you are injured or ill or have stiff legs that do not allow you to sit upright during take-off, turbulence or landing, you must travel on a stretcher. Stretchers are only available in the Economy class of most Alitalia aircraft. Please check availability when booking on the specific flight/day you intend to use.
If you need to travel on a stretcher, you can request this service when booking your flight. Please make sure you request the service well in advance to facilitate organization and also apply for a medical clearance to fly, the MEDIF form (to be completed by the doctor), and fill out and sign Form A "Information for customers requesting a special assistance ".
The MEDIF form, with all sections completed, signed and stamped by your doctor, must be sent to the Call Center and then evaluated by the Medicina Alitalia team at least 48 hours before departure; or, if on a Saturday, Sunday and/or during the holidays, no later than 72 hours after departure. In particular, for departures on Monday, the request must reach the Call Center by 12 noon on the previous Friday.
OXYGEN THERAPY
If you need oxygen therapy on board provided by Alitalia, please request it when making your booking.
Availability is limited. Please contact Alitalia to check if this service is available for the flight/day on which you will have to board.
Please make sure you request the service well in advance to facilitate organization and also request medical clearance to fly, MEDIF (to be filled out by your doctor) and fill in and sign the Form A "Information for customers requiring special assistance".
The MEDIF form, with all sections completed, signed and stamped by your doctor, must be sent to the Call Center and then be evaluated by the Medicina Alitalia team at least 48 hours before departure; or, if on Saturdays, Sundays and/or holidays, no later than 72 hours after departure. In particular, for departures on Monday, the request must reach the Call Center by 12 noon on the previous Friday.
Alitalia's standard airflow is 4/ltm.
We are unable to deliver oxygen to land regardless of the airport.
As an alternative to the equipment provided by Alitalia, you can use your own portable oxygen concentrator (POC). For more information, please see the section dedicated to MEDICAL DEVICES.
MEDICAL DEVICES
Portable medical devices refers to all battery powered small electrical/electronic equipment used for medical diagnosis, treatment and the monitoring of the health of passengers. Please inform Alitalia if you need to use a device of this type, indicating the make, model and type of power supply. The Call Center will verify the possibility of use.
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Medical devices and batteries
Passengers using FAA-approved portable oxygen concentrators (POCs) or other medical devices may present, as an alternative to MEDIF, a certificate issued by their treating physician, indicating the necessary oxygen flow, and that the patient is able to see/hear the safety signal of the device and take action. If the passenger is not able to do so, a travel companion is required.
After receiving Alitalia's approval for portable medical devices or small electrical/electronic equipment, the following regulations must be observed:
- the battery must be placed in the hand luggage;
- the battery must be individually packaged and protected from short circuits;
- it is necessary to carry a sufficient number of batteries for the entire duration of the flight, taking into account any delays (approximately 150% flight duration).
For lithium batteries:
- for alkaline or lithium batteries, the lithium content must be greater than 2g but less than 8g and the voltage must be less than 100 Wh per battery;
- for lithium-ion batteries, the watt-hour index must be greater than 100 Wh, but less than 160 Wh;
- the batteries used must be of a type that complies with the regulations of the United Nations Manual of Tests and Criteria, Part III, subsection 38.3.
BLIND AND VISUALLY-IMPAIRED PASSENGERS
Assistance is available from the designated point at the airport to the seat on the plane. The same service is available during disembarkation, to help you from the plane to baggage claim to the point where you will leave the airport.
The Safety Briefing Card for blind and partially sighted passengers is available on aircraft in the medium-haul Airbus fleet.
SAFETY BRIEFING CARD
On medium-haul Airbus aircraft, the SAFETY BRIEFING CARD is available for blind and visually impaired passengers. The card shows all safety information for the passenger in braille, with illustrations with tactile readability for the blind and in line with the requirements of legibility and color contrast for the visually impaired. Its features are:
- texts printed with characters and colors suitable for the visually impaired (and any travel companions);
- texts printed in braille characters;
- 3D illustrations showing elements such as the location of the emergency exits, the layout of the cabin, the instructions for fastening and unfastening the safety belt, the positions to be assumed in an emergency, the use of the life jacket and mask for oxygen.
GUIDE DOGS OR ASSISTANCE DOGS FOR DISABLED PASSENGERS
When booking, please let us know if you need to travel with a guide dog or recognized assistance dog. We recommend that you use a dog harness and bring a muzzle with you to use during the cruising phase of the journey, if necessary, at the request of the captain, for safety reasons.
Transportation of a recognized guide or assistance dog is free of charge and is not subject to weight limits. We also inform you that some countries adopt particular provisions regarding the access of animals. We therefore recommend that you read the regulations before departure. To enter the UK with a recognized guide dog, please also consult the relevant guidelines.
Recognized assistance dogs
European Regulation 1107/2006 requires airlines to accept recognized assistance dogs free of charge, in the cabin or in the hold. The definition of recognized assistance dogs is indicated in DOC 30 of ECAC Part I Section 5 Facilitation of the transport of persons with reduced mobility.
"Recognized assistance dogs refers to all guide dogs and any assistance dog that have been trained to assist a wide range of disabled people in everyday activities. Guide dogs, which are mainly trained to provide assistance for the mobility of the blind or partially blind, are trained by an organization that is recognized or affiliated with the International Guide Dog Federation (IGDF). Assistance dogs are trained by organizations that meet the requirements of Assistance Dogs International (ADI).
DIABETICS
If you suffer from diabetes, you do not need a clearance to travel by air, as long as you have not been hospitalized in the 30 days prior to the flight. In only this case, the Medical Information Form (MEDIF) is required, which must be filled in by your doctor and sent together with Form A "Information for customers requiring special assistance" signed by you. The MEDIF must be sent to the Call Center at the time of booking, with all sections completed, with a positive prognosis for the trip and an indication of the need for a travel companion or otherwise.
It is also possible to request a special meal when booking for flights over 3 hours.
Please carry insulin, with the necessary devices for administration, in your hand luggage. It will be easily accessible during the flight, as well as not subject to the risk of undergoing alterations due to temperature changes that can occur in the hold. It is allowed to carry a sufficient amount of insulin in the cabin for the entire journey (outward flight, stay and return flight).
To pass the security checks at the airport, it is sufficient to show the original certificate of the attending physician, dated no earlier than 30 days prior to travel.
TRANSPORT OF MEDICINE
The transport of medicine to be taken, including in liquid form or syringes, on board, is allowed for personal use, in sufficient quantities for the entire duration of the journey (outward flight, stay, return flight).
To pass the security checks at the airport it is necessary to have a medical certificate, dated no earlier than 30 days, which certifies the need, quantity and method of taking and administering the drug.
Please notify the cabin crew if you have used needles during the flight. You will be provided with a specific container for their disposal. Please do not attach IV devices to the parcel shelf: they could interfere with the emergency system of oxygen masks.
If your flight is operated by one of the alliance airlines or other partners, different restrictions may apply. Please therefore contact us before departure.
EARLY CHECK-IN REQUEST
If you have requested special assistance, please go to the reception desk one hour before the scheduled check-in time for other passengers. If you are traveling with a wheelchair or other mobility aid, you must check in:
- at least one hour before departure for domestic flights
- an hour and a half earlier for medium-haul flights
- two hours earlier for long-haul flights
Alitalia will do everything reasonably possible to guarantee accommodation on board for passengers who require assistance, who have not booked the service at least 48 hours in advance or who do not arrive at check-in early, provided that this does not result in a delay of the flight.
TRANSIT TO FIUMICINO
If there is a transit at the Fiumicino airport in your travel itinerary, if you use a wheelchair and need special assistance during boarding and disembarking (WCHC and WCHS Assistance), in order to give you the best possible service and make your travel experience more pleasant and serene, the minimum connection time between one flight and the next is expected to be:
- 1 hour 15 minutes (between two national or international flights to/from Schengen countries or between a national and an international flight from/to Schengen countries and vice versa)
- 1 hour 30 minutes (between two intercontinental or intercontinental and national or national and international flights from to non-Schengen countries, or from intercontinental to international).
Please contact the Call Center in advance for information and reservations.
Departing from Rome Fiumicino
If you are departing from Rome Fiumicino and have a disabled parking permit, you can access the Z.T.L. area in front of the airport doors free of charge. By filling out the online form on the A.D.R. website, you can also take advantage of a longer stop than the 15 minutes allocated.
For long-term stays, A.D.R. offers a series of free parking spaces. For more details, click here.
Departing from Milan Linate
If you are departing from Milan Malpensa or Linate, below you can find all the information on this page for the parking spaces reserved for you.