Passengers with specific requirements

FOR PASSENGERS WHO ARE DISABLED OR HAVE REDUCED MOBILITY (PRM) DUE TO A PHYSICAL, COGNITIVE (learning) DISABILITY OR ANY PHYSICAL IMPAIRMENT, AS DEFINED BY CURRENT EUROPEAN LAW, REGULATION EC1107/2006 ARTICLE 2(a).

ADDITONAL INFORMATION FOR DISABLED PASSENGERS AND PASSENGERS WITH REDUCED MOBILITY (PRM)

easyJet is committed to ensuring access is available for all its passengers and is working hard to make your experience as pleasant and as stress free as possible. Therefore it is very important that your expectations match the services that can be offered. Please read the following important information. This will help explain our policies in more detail.

You should read this information, as well as easyJet’s Carriers Regulations and terms and conditions before you book. Section 12 specifically provides information for disabled and reduced mobility passengers (PRM). This will enable you to determine whether your individual needs can be met before you commit to making a booking.

THE FOLLOWING ADVICE AND INFORMATION IS VALID FOR EUROPEAN UNION (EU) AIRPORTS ONLY. NON EU AIRPORTS MAY OFFER FEWER SERVICES AND FACILITIES FOR DISABLED PEOPLE AND PRMS.

It is a requirement that you notify easyJet of your access needs at least 48 hours prior to travel. This is because we need to relay your assistance request to the necessary airport body responsible for providing you with the assistance you require. If you do not provide 48 hours notice, the assistance may not be available and your travel plans may be disrupted.

ARRIVING AT THE AIRPORT AND REQUESTING ASSISTANCE

Passengers requiring assistance are responsible for allowing enough time to complete all the necessary airport processes and procedures. If you fail to check in or reach your boarding gate in time, you may forfeit your right to travel. The following information is for advice only.

If you need assistance to enter the airport terminal, you should arrive at one of the airports designated arrival points at least 2 hours before your flight is scheduled to depart. If you only need help from the check-in, you should present yourself at the check–in desk at least 90 minutes before your flights scheduled time of departure. In addition to this advice, you should allow additional time if you are travelling at peak or busy times.

When groups of people are travelling together, any passenger who requires assistance may be separated from those passengers who do not require assistance. Any options available should be discussed with the assistance company at the time of travel. When requested, every effort will be made to allow at least 1 person to stay with the assisted passenger whenever possible. However, this will be determined by local conditions at the time of travel.

IF YOU ARE INTENDING TO TRAVEL UNACCOMPANIED

Current legislation states that an airline can refuse to take a reservation from or to carry any person, if the safety and welfare of that person or other passengers may be compromised. If you are intending to travel unaccompanied you must meet the following criteria, otherwise someone must accompany you who can look after your needs. This is to ensure that your safety, welfare and needs can be met during your journey.

You must be self-reliant in emergency and evacuation situations. In reality, this means that you should be able to undo your own seatbelt, put on your own oxygen mask, lifejacket and make your own way to your nearest emergency exit unaided. This is because our cabin crew will not be able to concentrate their efforts on individual passengers in emergency situations.
You must be able to understand and react positively to instruction from our staff.
You must be able to take care of your own potential personal needs and welfare during your journey.

ASSISTANCE OFFERED BY THE AIRPORT YOU ARE TRAVELLING FROM AND TO.

If your disability or reduced mobility means that you cannot get to your aircraft unaided, under European law, the airport you are departing from is fully responsible for assisting you from a designated point of arrival, through the terminal and onto your flight. The airport you are flying into is fully responsible for assisting you off your aircraft and to a designated point of departure for onward travel. If you require help from outside the terminal entrance to reach your departing aircraft, you may wish to consider contacting each airport you are travelling through (EU only) to find out where their designated points of arrival are situated. As a guide, easyJet recommends you arrive at the airport at least 2 hours before your flights scheduled time of departure.

The boarding sequence for all passengers, including assisted passengers, will be determined by local conditions at the time of travel. The minimum levels of assistance for reduced mobility passengers is a wheelchair push and carry on/off service. We cannot guarantee that any particular item of equipment is used in providing you with assistance to navigate the terminal or to access the aircraft. Wherever local conditions allow, the minimum levels of service will be exceeded.

ASSISTANCE FROM A DESIGNATED POINT OF ARRIVAL, AT OR WITHIN THE AIRPORT BOUNDARY.

You can summon help from any designated point of arrival. As these designated points of arrival will differ at each airport, you may want to contact the airports directly for more information.

SPEEDY BOARDING AND ONLINE CHECK–IN

Although these services are not suitable for passengers who are unable to make their own way from at least the boarding gate to the aircraft, they can be purchased by other people in your travelling party to help provide the best choice of available seating.

ASSISTANCE FROM CHECK-IN

If you can reach your check in desk unaided but require assistance from here to your aircraft or boarding gate, provided you have pre booked your assistance, your check in agent can notify the assistance company of your arrival. As a guide, easyJet recommends that you check- in at least 90 minutes before your flights scheduled time of departure.

WHEN ASSISTANCE CANNOT BE OFFERED

You may not request assistance just because you are carrying a lot of baggage, you do not speak the native language of the country you are in or if you need help with looking after children. If you need help with any of these, you must ensure there are enough people in your travelling party who can assist you.

CHECKING IN PASSENGERS’ OWN WHEELCHAIRS

You may be advised that your own wheelchair must be checked in. In which case, you will be transferred to an airport wheelchair. This is to comply with safety regulations when transporting passengers in specifically adapted vehicles from the terminal to the aircraft. If your own wheelchair cannot be secured in the vehicle, you must transfer to one supplied by the assistance company. Wherever possible you will be allowed to stay in your own wheelchair for as long as possible but this will be determined by the local conditions at the time of travel. Information on local conditions at the time of travel is not available in advance. If you have any queries or concerns about this, please contact the airports concerned before you book your flights to discuss any options available.

You will be permitted to take up to 2 portable items of mobility equipment free of charge. If you are taking a battery powered mobility aid, you must ensure that its weight, excluding battery does not exceed 60 Kilos. This is to comply with weight and size limitations in and around our aircraft and health and safety regulations that protect our staff. The batteries must be of the dry or gel, non- spillable, sealed type and they must be disconnected safely, before it is loaded onto the aircraft.

TAKE OUT ADEQUATE INSURANCE COVER FOR YOUR WHEELCHAIR OR MOBILITY AID

easyJet’s liability for damage is limited. Most non-collapsible wheelchairs and mobility aids were not designed to be portable and therefore are unsuitable to be carried by air. Because of this, easyJet’s liability to pay compensation is limited and may mean that in the rare event that any damage or loss occurs to your wheelchair, you will not be compensated for the full value of your mobility aid. We strongly recommend that you arrange your own adequate insurance cover for your mobility aid.

SEATING ONBOARD

When onboard the aircraft, certain safety regulations need to be met. If your mobility, or your ability to communicate with the crew, either verbally or visually is significantly reduced, or if you have requested any assistance to reach your aircraft, you will not be allowed to sit in a seat near or adjacent to, an emergency exit. easyJet is also unable to guarantee that groups of passengers will be seated together. Priority will be given to the needs of individual disabled and PRM passengers.

ASSISTANCE ONBOARD

Our cabin crew can offer assistance once onboard your aircraft. For example, stowing and retrieving of hand baggage, subject to any applicable health and safety restrictions. They can provide a verbal explanation of the safety card information and location of emergency exits. They can help with opening food packages and describing the contents. easyJet does not carry onboard wheelchairs for use by passengers during a flight.

WHAT WE CAN’T HELP YOU WITH ONBOARD

The crew cannot assist you with any of the following. Manual lifting, any personal care, administering medication, feeding or assistance with children.

If you need help with any of these tasks, you must be accompanied by someone who can assist you.

GUIDE and ASSISTANCE DOGS

Guide and assistance dogs will only be considered for travel by easyjet provided they have been trained by a recognised training organisation. Dogs will only be permitted to travel if the passenger is in possession of official documentation confirming that the dog is a fully trained guide or assistance dog or is under the control of a verified trainer.
We will accept the dog’s identity tag attached to the dogs official working harness and the identity card of the owner. If the dog is in training we will require an official letter from the training organisation confirming this.

The assistance dog must wear a standard identifying jacket/harness at all times while working. This can be changed for a standard safety harness once onboard the aircraft and must be used to secure the dog whenever the seatbelt sign is switched on. Safety harnesses are to be supplied by the handler.

The dog will occupy the space at the feet of the passenger. We recommend that you present yourself at check in no later than 90 minutes before your flights scheduled time of departure if you only need help from check in. if you require assistance from outside the terminal building easyJet recommend you arrive at a designated point of arrival at least 2 hours before your flights scheduled time of departure.

easyJet does not carry dogs on international flights as the majority of the airports we use do not have animal reception centres which are required for international travel.

MEDICAL SUPPLIES AND EQUIPMENT

Subject to security measures in place from time to time, you are permitted to carry small portable items of medical equipment and or medical supplies which are necessary for the Journey you have booked. Proof of need and itemisation of items must also be supplied by your doctor. In addition, you must provide confirmation that you are medically fit to fly. Any medical equipment or supplies must be packed separately to your normal hold baggage. Wherever possible, you should keep your medication in your hand baggage and carry extra supplies in case of disruption.

DEAF PASSENGERS

Passengers who are deaf should notify us in line with our requirements, regardless of whether you require assistance. This information is required to satisfy our safety obligations and so that a record can be placed alongside the flight records. Additionally, you should identify yourselves to a crew member on entering the aircraft so that they can explain our safety procedures. Seating for deaf people is also restricted.

HARD OF HEARING PASSENGERS

If you are hard of hearing but use a corrective device that is fully working throughout your journey and it enables you to hear clearly, understand and act positively to instructions from crew members, you will do not need to notify us of your reduced hearing.

BLIND OR PARTIALLY SIGHTED PASSENGERS

Passengers who are blind or partially sighted should notify us in line with our requirements, regardless of whether you require assistance. This information is required to satisfy our safety obligations and a record can be placed alongside the flight records. Additionally, you should identify yourselves to a crew member on entering the aircraft so that they can explain our safety procedures. Seating for blind or partially sighted people is also restricted.

DISABLED PASSENGERS WITH ADDITIONAL SEATING REQUIREMENTS

Disabled passengers who cannot sit upright unaided and who do not meet our criteria for sitting on an adults lap or for using a car seat, can use the following body supports which must be supplied and fitted by the passenger. The Burnett Upper Body Support, the Crelling Harness, the Travel- Chair and the Care Harness. Information on these products can be sourced on the internet and we recommend you research this information before making your booking to see if your needs can be met.

EMERGENCY SITUATIONS

In an emergency situation, easyJet’s Cabin Crews’ efforts will be directed at all passengers and they will not be able to concentrate their efforts and time on any one individual or small group of individuals. Your safety is paramount to us and if you need individual help in an emergency situation, you will need to travel with a companion who can look after your welfare.

THINGS YOU NEED TO REMEMBER WHEN REQUESTING ASSISTANCE

The aircraft may be attached to an air bridge or passengers may be bussed to the aircraft side from the departure gate.
If you cannot manage stairs, you may be carried up and down the stairs in a carry chair.

HOW TO REQUEST ASSISTANCE

Once you have made your booking you can request different types of assistance via the confirmation page of your booking if you booked online, or with your telephone agent if you are booking by telephone. If you need to add a request for assistance at a later date, this can be done either via the "My easyJet.com" section of our website or by telephoning our customer service teams.

You can select from the following statements. Please pick the one that is closest to your requirements. You may select more than one option to cover your needs.

• I do need a wheelchair. I CAN walk up and down stairs but I can’t walk long distances unaided. I require assistance to get me through the terminal and to my boarding gate. I can make my own way onto the aircraft or bus
• I do need a wheelchair. I CANNOT walk up and down stairs or walk long distances but I can move about the cabin unaided. I require assistance to get me to and from the aircraft door
• I do need a wheelchair. I CANNOT walk, stand or move about the cabin unaided and I need to be lifted into and out of my aircraft seat. I will be travelling with an adult companion who can look after my requirements
• I am deaf
• I am blind or significantly sight impaired
• I do not need a wheelchair. I am travelling alone and I confirm I meet the criteria for travelling alone. I do need someone to help me get to and from the aircraft door
• I do not need a wheelchair. I am travelling alone and I confirm I meet the criteria for travelling alone. I do need help getting through the terminal and to my departure gate. I can make my own way onto the aircraft or bus

If you are unsure which assistance level suits your needs, please contact us for advice.

PASSENGERS TRAVELLING WITH BROKEN OR FRACTURED LIMBS AND PLASTER OR RESIN CASTS

You are not permitted to travel within 48 hours of having your cast fitted. Plaster casts that have been fitted for less than 48 hours need to be split. The split need to run along the entire length of the cast which must have been done prior to check in.

In all cases, passengers travelling with broken or fractured limbs in plaster are required to travel with a medical certificate confirming fitness to fly and the date that the cast was fitted.

Passengers travelling with upper limbs in cast will usually only require one seat to travel.

Passengers who are unable to bend their leg at the knee joint for any reason, are required to purchase additional seating to enable the leg to be elevated. You will not be permitted to place your leg in a position that will obstruct the movement of our crew or other passengers. The number of seats required will be determined by the length of the cast or leg. Each additional seat allows for approximately 17” or 43cm.

Passengers travelling with a below the knee cast, may only require one seat.

Please contact our call centreCustomer Experience Centre to arrange this or if you need any further advice on the number of seats required to meet your needs on 0871 244 2366. (Calls cost 10p per minute; calls from mobiles and other some networks may cost more. For other telephone numbers visit the contact us section.)

As a rough guide adult passengers normally require 3 seats in total and children normally require 2 seats in total.

CONTACT INFORMATION

If you have any queries or feedback about the assistance provided to you at an airport, please contact the airport concerned.

If you have any queries or feedback about the assistance offered to you onboard your flight, please contact us online.

Alternatively, please telephone us using one of the Customer Service telephone numbers listed here: Our Telephone Numbers or write to us at

easyJet Customer Services
PRM and Disabled Customer Support Team
Hangar 89
London Luton Airport
Luton
Bedfordshire
LU2 9PF
England