CONTACT THE CUSTOMER CENTER ON 1 800 3618336 AT LEAST 48 HOURS BEFORE DEPARTURE TO REQUEST APPROPRIATE ASSISTANCE TO MEET YOUR NEEDS.
- From Canada call 1 800 3618336
- From Italy call (+39) 06 65640
- From other countries, contact the Customer Relations Office for your country of residence
Alitalia has a dedicated team for passengers requiring special assistance. Request special assistance when you book your flight. Call us at least 48 hours before departure to request assistance tailored to your needs.
If your flight is operated by one of our alliance airlines or by a franchising partner, different restrictions may apply. In such cases, please contact us prior to departure.
RIGHTS OF DISABLED PERSONS AND PERSONS WITH REDUCED MOBILITY - AIRPORT RESPONSIBILITIES
According to EC regulation 1107/06, within the EU territories, airport operators must assist all persons with a disability during their time at the airport. This includes persons whose mobility is reduced due to physical disability (locomotory or sensorial), those with an intellectual disability or impairment, or those with disabilities relating to age, illness or any other cause. Airlines will provide the airport operator with all necessary information to enable the former to deliver an appropriate service.
To enable us to forward your request, please contact us when making your booking and in any event at least 48 hours before departure.
For more information on the rights of persons with reduced mobility, please consult EC REGULATION 1107/06
CARRIAGE OF SPECIAL CATEGORIES OF PASSENGERS (SCP)
According to the safety provisions issued by the EASA (European Aviation Safety Agency), in Air Ops – Commercial Air Transport (May 2013). Passengers who require special provisions, assistance and/or equipment when they are flying are regarded as belonging to the SCP (Special Category of Passengers).
The following are included in this category:
- Persons with reduced mobility (PRMs) who, without prejudice to Regulation (EC) No. 1107/2006, are understood to be any person whose mobility is reduced due to any physical disability, sensory or locomotory, permanent or temporary, intellectual disability or impairment, any other cause of disability, or age
- Infants (under two years old) and unaccompanied minors
- Deportees, inadmissible passengers (INAD) or prisoners in custody
SCP travelers must travel under conditions that ensure the safety of the aircraft 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 case of an emergency evacuation." For safety reasons, SCPs cannot sit in seats by emergency exits.
For this reason, in order to comply with the aforementioned safety measures, you may be asked to book on an alternative flight to the one you wish to take.
US 382 RULE FOR NON-DISCRIMINATION ON THE BASIS OF DISABILITY
Alitalia is covered by this regulation for any flight that begins or ends at a US airport.
OBTAINING A COPY OF 14 CFR PART 382 - NONDISCRIMINATION ON THE BASIS OF DISABILITY IN AIR TRAVEL
You may obtain an accessible copy of the DOT’s regulations implementing the Air Carrier Access Act, 14 CFR Part 382, by any of the following means:
- for calls made from within the United States, by telephoning the Toll-Free Hotline for Air Travelers with Disabilities on1-800-778-4838 (voice) or 1-800-455-9880 (Textphone - TTY);
- by telephoning the Aviation Consumer Protection Division on 202-366-2220 (voice) or 202-366-0511 (Textphone - TTY);
- by emailing 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;
- by visiting the Aviation Consumer Protection Division's website.
ADVANCE CHECK-IN REQUIREMENTS
If you require special assistance, please go to the check-in desk one hour before the check-in time stated 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, one and a half hours before for medium-haul flights and two hours before for long-haul flights.
Alitalia will make all reasonable efforts to ensure boarding for passengers needing assistance who did not book the service at least 48 hours in advance or who did not go to the check-in desk in advance as requested, on condition that this does not lead to the delay of the flight.
FITNESS TO FLY GUIDELINES
If you need medical clearance for fitness to fly, ask your attending physician to complete the MEDIF medical clearance form no more than seven days before your travel date and fill in Form A "Information for customers requiring special assistance", which must be signed by you or your representative.
The MEDIF must be sent to the Call Center during the booking stage and must be submitted to the Alitalia medical department at least 72 hours before you travel, excluding Saturdays and public holidays. If medical clearance is required for the transportation of passengers on stretchers, the form—completed in full, stamped and signed by the passenger’s attending physician—must be provided at least five working days in advance, not counting Saturdays and public holidays.
For customers with a FREMEC (Frequent Traveler Medical Card), Alitalia accepts this card as "medical clearance for travel" within the limits of the stable condition indicated and within the validity period of the card. For medical clearance for other services/conditions not covered on the FREMEC (e.g. oxygen), clearance should be requested from the company by submitting the MEDIF form and Form A.
If you have a limb in plaster, it is not advisable to fly for 48 hours after the plaster cast has been fitted.
Fit to fly medical clearance.
Proof of medical clearance for air travel must be provided by:
- Those affected by diseases that could be spread to other passengers
- Those affected by conditions that could worsen as a result of the flight
- Those needing oxygen therapy or a stretcher on board
- Those who, for physical or mental reasons, cannot take care of themselves
- Those who require specialized medical care on board
- Women in their last four weeks of pregnancy or who have a pregnancy with medical complications
- Premature infants
- Those who need to transport biological matter
Air travel is not generally recommended in the following specific clinical cases for passengers who:
- Suffer from serious cardiac conditions such as: serious heart failure or coronary thrombosis, heart attack. Passengers with these conditions are generally not accepted for six weeks after a heart attack.
- Have undergone treatment for the presence of gas, for example pneumothorax, or of air in the nervous system for ventriculography, pneumomediastinum, pneumoperitoneum etc.
- Suffer from mental illness and/or nervous disorders that require more intense tranquillizers; are not accompanied and for whom special measures are required; have serious cases of earache with occlusion of the Eustachian tube;
- Are suffering from contagious or infectious diseases
- Have serious cases of contagious skin disease
- Have recently suffered from poliomyelitis, unless the infection was over a month ago. Every phase of poliomyelitis.
- Have large tumors in the rib cage, a serious hernia, intestinal occlusion, illnesses leading to high endocranial pressure, skull fracture, or who have a recent jaw fracture with permanent damage to the ligaments
- Have recently undergone surgery from which the wound has not had sufficient time to heal
- Women who are pregnant, and seven days before and after giving birth
- Premature babies or newborn infants under 7 days old
PERSONAL WHEELCHAIRS AND OTHER MOBILITY AIDS
When booking your flight, please inform the airline of your need to travel with a powered or folding wheelchair or any other walking aid. You can check in two mobility aids at no extra cost (e.g. wheelchair and walker).
Alitalia will do its best to ensure that mobility aids are transported safely but some factors may prevent them from being transported. For full details, click here. In order to help us transport your mobility aid correctly, please download the Powered Mobility Aid information form and give it to the agent or attach it to your mobility aid.
If you wish, we can provide assistance between check-in and the gate or aircraft and between the gate and the arrivals lounge. Depending on the airport, you will be provided with an airport electric buggy or a wheelchair.
For wheelchair passengers with travel itineraries involving a connection at Rome Fiumicino Airport who require assistance during the embarkation or disembarkation process (assistance type WCHC and WCHS), and in order to offer the best possible service and a comfortable and calm travel experience, Alitalia recommends a minimum connection time of 1 hour and 15 minutes (for connections between two domestic Italy flights, connections between international flights from/to Schengen countries and domestic Italy flights, or connections between two international flights from/to Schengen countries) or 1 hour and 30 minutes (for connections between two intercontinental flights, connections between intercontinental and domestic Italy flights, connections between domestic Italy flights and international flights from/to non-Schengen countries, or connections between intercontinental and international flights from/to Schengen or non-Schengen countries). You are kindly invited to contact the Alitalia call center for more information.
ADVANCE NOTICE AND CHECK-IN FOR CERTAIN SERVICES OR ACCOMMODATION REQUESTS
Passengers must provide at least 48 hours advance notice and check in one hour before the check-in time for general public to receive the following services and accommodations:
- carriage of an incubator;
- hook-up for a respirator, ventilator, continuous positive airway pressure machine or portable oxygen concentrator to the aircraft electrical power supply; passengers should bring an adequate number of batteries on board the aircraft to power their electronic respiratory assistive medical devices (including portable oxygen concentrators) to power the device for 150% of the expected maximum flight duration. If the apparatus contains a lithium battery, it must not exceed 100Kwh, maximum 2 additional spare batteries of maximum 100 Kwh each can be carried on board, provided they are individually packed in protective casing. Lithium batteries are prohibited in the hold (Get full details on ITEMS PROHIBITED IN BOTH CABIN AND HOLD)
- accommodation for a passenger who must travel in a stretcher;
- transportation for an electric wheelchair on an aircraft with fewer than 60 seats;
- provision of hazardous materials packaging for batteries or other assistive devices that are required to have such packaging;
- accommodation for a group of ten or more qualified individuals with a disability, who make reservations and travel as a group;
- provision of an on-board wheelchair on an aircraft with more than 60 seats that does not have an accessible lavatory;
- transportation of an emotional support or psychiatric service animal in the cabin;
- transportation of a service animal on a flight segment scheduled to take 8 hours or more; or
- accommodation of a passenger who has both severe vision and hearing impairments.
Alitalia will make reasonable efforts to accommodate passengers requiring such assistance who fail to make reservations for such services at least 48 hours in advance or fail to meet these advance check-in requirements, if such accommodation does not delay the flight.
WHEELCHAIR ON BOARD
All Alitalia aircraft are equipped with wheelchairs on board to help passengers with mobility problems make their way from their seat to the aircraft restroom and back. Remember the crew can't give any assistance within the restrooms. Aircraft of Alitalia partner airlines may not be equipped with wheelchairs on board; you are advised to check this at the time of booking.
TRAVELING WITH A COMPANION
A companion is someone who accompanies a disabled passenger. The following categories of passengers may not act as companions:
- Children (under the age of 16)
- Physically or mentally impaired persons
- Persons who are too weak or frail
There are two categories of companions: safety assistants and personal assistants.
TRAVELING WITH A COMPANION
A safety assistant is a person of at least 16 years of age, physically and mentally able, willing to assist a person with reduced mobility (PRM) in the event of emergency or able to understand and apply safety instructions on behalf of the PRM.
A safety assistant is not a personal assistant who looks after the PRM's personal needs. A safety assistant must be provided as a condition of travel when the PRM is:
- not able to appropriately respond to flight safety instructions because of a mental disability;
- not able to physically ensure his/her own evacuation in case of emergency due to a severe mobility impairment;
- not able to communicate with flight attendants due to visual and hearing impairments;
- traveling as a member of a group of people with disabilities, in order to ensure compliance with the safety requirement that there should be one able passenger for each passenger belonging to the Special Categories.
A personal assistant is a person who is fully familiar with the physical condition of the passenger with a disability and who is capable of attending to the passenger’s in-flight needs, such as medical procedures, feeding and assistance using the restroom facilities (including during any delays or flight disruptions). The flight crew may help passengers to open meal packages and accompany them to the restroom door, but cannot assist them with eating or taking medication, nor assist them inside the toilet. If you require help with any of these functions, it is highly recommended that you travel with a personal care attendant.
If you are a passenger who falls into this category, we will try, if flight conditions permit, to leave the seat next to yours free.
We would like to remind you that the standard measurements of our seats in Economy Class may vary between 46.99 cm (18.5 inches) and 41.98 cm (16.53 inches)
If, for greater comfort, you wish to purchase an extra seat, you can do so at the booking stage by contacting the Call Center.
In such cases, purchasing an extra seat is only possible in Economy Class on all medium- and short-haul aircraft in the Alitalia fleet.
Finally, for safety reasons, you cannot sit by the emergency exits, in particular, exits over the wing.
In order to make it easier for passengers with mobility problems to transfer between an aircraft seat and a wheelchair, all aisle seats on Alitalia aircraft are equipped with movable armrests. If you are traveling with a companion, he/she will have priority for the seat next to you. Depending on availability and a number of other factors, your companion may sit in the same row as you or in the row immediately in front or behind.
Passengers traveling with an assistance dog on domestic and intercontinental flights are offered bulkhead seats to accommodate the animal more comfortably. International flights are excluded as bulkhead seats are only available in Ottima class. For these flights, passengers will be offered an aisle seat.
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 which allows your mobile side to be by the aisle, for safety reasons. If one of your legs in plaster or otherwise immobilized, but in such a way that you can still bend your knee, you will be offered, where possible, a seat by the bulkhead. Go to the check-in desk at least one hour before the other passengers.
If you are not able to bend your knee and you cannot remain seated with the seat in the upright position during takeoff, turbulence or landing, you must travel using a stretcher.
For safety reasons, the seats in the row by the emergency exit cannot be given to passengers with reduced mobility.
Passengers are carried on a stretcher if they are injured, are sick or cannot bend their lower limbs and are not able to remain seated with the seat in the upright position during takeoff, periods of turbulence or landing. Stretchers are available only on economy class on most of Alitalia aircrafts. Please check availability when booking for the flight/specific day of travel.
If you need to travel on a stretcher, you can request this service at the time of booking. Be sure to request the service well in advance so that we can make the necessary arrangements. Don’t forget to obtain medical clearance for fitness to fly, the MEDIF form (to be completed by your physician) and ensure you have completed and signed Form A "Information for customers requiring special assistance".
BLIND AND VISUALLY-IMPAIRED PASSENGERS
A Safety Briefing Card is available for blind and visually-impaired passengers on medium-haul Airbus aircraft.
A Safety Briefing Card is available for blind and visually-impaired passengers on medium-haul Airbus aircraft. The card contains passenger safety information in Braille with raised illustrations for blind passengers, in line with regulations on legibility and color contrasts for visually-impaired passengers. The features of the card are as follows:
Text with letters and colors for visually-impaired passengers (and their assistants);
Text written in Braille;
3D illustrations of a number of elements such as the location of emergency exits, the layout of the cabin, instructions on how to fasten and unfasten seat belts, emergency positions and the use of safety jackets and oxygen masks.
GUIDE DOGS OR ASSISTANCE DOGS FOR DISABLED PASSENGERS
When booking, please let us know if you need to travel with a guide dog or assistance dog. We recommend that you use a dog harness and bring a muzzle with you to use during the cruising phase, if necessary, at the request of the captain, for safety reasons.
Recognized guide dogs or assistance dogs are carried free of charge and there are no weight limits. Please also note also that some countries have special requirements regarding the admittance of animals. We recommend that you read the regulations before you travel. To enter the United Kingdom with a recognized guide dog, please also consult these guidelines.
European Regulation 1107/2006 requires airlines to accept recognized assistance dogs free of charge, either in the cabin or in the hold The definition of recognized assistance dogs is specified in ECAC Doc 30, Part I, Section 5: Facilitation of the transport of persons with reduced mobility, June 2012 edition:
“The term recognized assistance dogs refers to guide dogs and other assistance dogs trained to assist persons with a wide range of disabilities with everyday tasks. Guide dogs, primarily used to provide mobility assistance to blind or partially sighted people, are those trained by an organization that is affiliated with or recognized by the International Guide Dog Federation (IGDF). Assistance dogs are trained by organizations that meet the full Assistance Dogs International (ADI) membership criteria.
If you have diabetes, you do not need clearance to fly, provided that you have not been hospitalized in the 30 days before the flight. In this case only, the Medical Information Form (MEDIF) must be completed by your doctor and sent together with Form A "Information for customers requiring special assistance" signed by you. The MEDIF form must be sent to the Call Center at the booking stage.
You can also request a special meal for flights over three hours; this must also be done when booking.
Carry insulin with the devices needed for administration in your hand luggage. This way, it will be readily accessible during the flight and will prevent any risks associated with alterations to the substance due to the sudden temperature changes that may occur in the hold. You can carry enough insulin for your entire trip (outbound flight, stay and return flight).
To pass through the security controls in the airport, just show the original certificate from your treating physician, dated within the last 30 days.
OTHER SERVICES FOR HEALTHY TRAVEL
Find out about the other special assistance services:
- Oxygen therapy for passengers with cardiac, pulmonary or respiratory problems, to prevent any disturbances caused by the cabin pressure when the aircraft is at high altitude. If you need oxygen equipment on board you must request it in advance. We can only provide oxygen to one passenger per flight so availability may be restricted. The Medical Information Form (MEDIF) needs to be completed by your doctor and sent together with Form A "Information for customers requiring special assistance" signed by you. Alitalia standard continuous flow is 4/ltm. Contact Alitalia to check whether it is available on the aircraft you are planning to fly on. We cannot provide oxygen on the ground at any airport.
- Transportation of liquid medicine and syringes on board , for personal use, in sufficient quantity for the entire trip (flights to and from the destination and the duration of the stay). To pass the security checks at the airport, you must have:
- medical certificate dated within 30 days of the flight that attests to the need, quantity and method of administration of the drug
Please notify the cabin crew if you need to use needles during the flight. You will be given a special container in which to dispose of them. Do not hook intravenous devices to the overhead compartments: they could interfere with the emergency oxygen mask system.
Portable medical devices include all small electrical/electronic equipment, powered by battery and used for medical diagnosis, treatment and monitoring passengers' health. Please inform Alitalia if you need to carry a device of this type with you. For safety reasons, these devices require prior authorization, from time to time, by the Alitalia Medicine and Avionics Departments.
Passengers who use portable oxygen concentrators (POC) approved by the FAA or other medical equipment may submit, instead of the MEDIF, a certificate issued by their own attending physician, which indicates the oxygen flow necessary and that the patient is capable of seeing/hearing the device's safety signal and taking action. If this is not the case, they must be accompanied by another person.
After receiving approval from Alitalia for the portable medical devices or small electrical/electronic equipment, the following regulations must be complied with:
- The battery must be kept in hand baggage.
- The battery must be individually packaged and protected from short circuits.
- A number of batteries sufficient for the entire flight duration must be carried, taking possible delays into account (around 150% of the duration of the flight).
For lithium batteries:
- In the case of alkaline or lithium batteries, the lithium content must be more than 2 g but less than 8 g and the voltage must be less than 100 Wh per battery.
- For lithium ion batteries, the watt-hour rating must be more than 100 Wh, but less than 160 Wh.
- The batteries used must be of a type that meets the requirements of the United Nations Manual of Tests and Criteria, Part III, subsection 38.3.