Passengers with special needs

At Air Europa, we adapt to you.

Our commitment

Providing the best service and ensuring accessibility for all passengers Air Europa is our main objective. Our staff is always available to assist anyone who needs it, before boarding, during the flight and at the destination airport.

In order to request the assistance that best suits your needs, please contact our Customer Service Center or through our social networks.

Special meals

We offer a wide variety of customised options for you.
Safety assistant or trained companion

Situations may arise in which it is necessary to fly with a companion.
Comfort and well-being

Choose the space you need for your trip.
Service animals

We welcome service animals on board.
Mobility assistance

To the plane door or to your seat? You decide what assistance you need.
Medical assistance

Do you need to transport and/or use medical equipment? In this section you will find all the information you need.
Cognitive and sensory assistance

We are at your disposal to offer you support in any communication or guidance needs.
Additional information for flights to/from the United States

We answer your questions about Federal Aviation Administration and Department of Transportation regulations.
Questions about special needs

A medical certificate is not required to travel with a leg or arm plaster cast. However, please bear in mind the 48-hour period from the fitting of the cast and, also, the flight duration time.

FOR FLIGHTS UNDER 2 HOURS:

If the cast was fitted within the last 48 hours, it should be opened lengthwise down the middle. This cut can be made at the hospital or by the airport medical service. No medical certificate is required. However, the passenger must sign a disclaimer, which can be obtained at the check-in desks (except for flights to the USA), indicating the date that the cast was fitted.

If the passenger flies after the first 48 hours from the fitting of the plaster cast, it is NOT necessary to sign the disclaimer or provide a medical certificate.

FOR FLIGHTS OVER 2 HOURS:

Within the first 48 hours of the fitting of the cast, the passenger is required to have the plaster cast opened up halfway by means of a longitudinal cut. This can be done at the hospital or by the airport medical service. No medical certificate is required. However, the passenger must sign a disclaimer, which can be obtained at the check-in desks (except for flights to the USA), indicating the date that the cast was fitted.

If the passenger flies after the first 48 hours from the fitting of the plaster cast, it is NOT necessary to sign the disclaimer or provide a medical certificate.

Any passengers with a plaster cast that reaches their waist or covers the entire leg must purchase the required number of seats to keep their leg elevated throughout the flight.

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MEDICAL CERTIFICATE

  • During pregnancy, detailing the following information: fit to fly (for the round trip), the number of days of the pregnancy (based on the date of issue of the certificate), estimated date of birth, first birth or not, single/twin pregnancy, and any pregnancy complications.
  • Passengers with physical or mental disabilities (including passengers who travel on a stretcher, require oxygen therapy during the flight, or are accompanied by a service or support animal) who require special attention must present a medical certificate confirming they are fit to fly and sign a liability disclaimer before boarding.
  • Passengers with contagious diseases that may pose a direct threat to flight safety.
  • Passengers who need to use hypodermic needles for injections in the cabin must present a medical certificate at check-in.

To be considered valid, a medical certificate must be issued within 10 days prior to the scheduled flight departure date.

MEDICAL AUTHORISATION FORM

  • Passengers with a questionable physical condition for air travel due to illness, treatment, recent surgery, or any other situation that could affect the stable condition of the passenger during the flight.
  • Passengers whose medical condition requires the use of special services, such as a stretcher, oxygen therapy, or any other situation whereby the passenger requires medical assistance or transportation of special medical equipment.

You can download the medical authorisation form here.

For more information, please contact us at the following email address: ssr.ux@air-europa.com

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SERVICE ANIMALS

Service animals are trained animals that accompany passengers with special hearing or visual needs. Service animals can be identified by means of ID or other valid documents.

Guide animals can travel in the aircraft cabin provided that an up-to-date vaccination card is carried.

REQUEST AND BOOK

You can obtain more information or book the flight* by contacting us through our Customer Service, Facebook or Twitter. 

*Booking request only available on flights to/from the United States.

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  • Anyone able to act individually in the event of an emergency can travel without a companion. This means: unfastening your seat belt, leaving your seat and reaching the emergency exit without help. It also includes taking and putting on an oxygen mask and understanding the safety instructions and advice in the event of an emergency. 
  • If you require a companion, they must be over 12 years of age for domestic flights and over 15 years of age for international flights. The companion must be willing and able to understand the safety instructions and to physically assist the person with functional diversity in the event of an emergency.
  • Requests and authorisations for passengers with reduced mobility must be submitted to the Air Europa Special Requirements Department, providing as much information as possible, such as the type of reduced mobility, number of companions, etc. The service must be requested at least 48 hours before the flight departure time.
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ASSISTANCE SERVICE FOR PASSENGERS WITH REDUCED MOBILITY

  • Requests and authorisations for passengers with reduced mobility must be submitted to the Air Europa Special Requirements Department, providing as much information as possible, such as the type of reduced mobility, number of companions, etc. The service must be requested at least 48 hours before the flight departure time. If there are less than 48 hours before departure, we recommend contacting the airport directly to see if you can request this service.
  • Passengers can transport mobility devices for free in addition to their checked baggage: up to 2 wheelchairs, mobility device, walker, crutches, or other devices.
  • If you wish to request this service, please click here. Alternatively, you can call +34 971 92 78 64 or contact us through Facebook or Twitter. 
  • For further information, please click here.

GUIDANCE SERVICE

  • This is a free assistance service for passengers who require help to get around the airport.
  • Please request the service here or by contacting us through our Customer Service, Facebook or Twitter as far in advance as possible before the flight, indicating the type of special need (i.e., sensory, motor, auditory, or visual). 
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INFORMATION ON ONLINE CHECK-IN

Online check-in

To check in online, you must enter:

  • Booking reference or ticket number.
  • The first surname of the passenger who wishes to check in. If it has 4 letters or fewer, the second surname must be added.
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MANAGE YOUR BOOKING

Flight change

Air Europa has an online flight change system for you to use.

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FLIGHT INFO

Flight status

Check the status of your flight by inserting the origin/destination or the flight number.

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