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Passengers with reduced mobility

Our airline is committed to ensuring that the requirements of every passenger are satisfied and to making our aircraft as accessible as possible.

We offer a whole range of services to assist passengers with disabilities. Passengers should request these services when booking their flight.

If a service is not ordered in advance, or the request was made after the deadline set by the airline, we will do our best to help you, but will not be able to guarantee the provision of this service.

Booking and ticketing

In accordance with the General Rules of Carriage of airline, passengers must inform the airline if they have any disabilities when booking tickets.

 

You can book tickets and order special services from the websites www.georgianwings.com,  a sales office or at the Contact Centre by telephone. Persons with disabilities have priority when visiting the airline's sales offices, as well as the offices of sales agencies.

When booking, please provide the following information:

  • the nature of your disability;
  • whether you need to be accompanied and assisted while at the airport;
  • whether you will be accompanied by another person;
  • whether you will be accompanied by a guide dog;
  • what personal mobility aids you use; how many, their size, weight and other details (including the specifications of the battery if there is one);
  • whether you will need to carry an oxygen concentrator or other medical equipment required for supporting the passenger and the specifications of this equipment;
  • whether you will require shoulder belts to support you in the seat during the flight.

 

For personal comfort, passengers may book and ticket one or more additional seats using the Extra Seat for personal comfort service (EXST). The service is chargeable.

Requirements regarding an accompanying person

An accompanying person who will assist the passenger during the flight is required in the following cases:

  • for passengers who are both visually and hearing impaired;
  • for children with disabilities under 12 years of age.

Passengers recognised by the court as incompetent may travel at the request of their parents, adoptive parents or legal guardians and shall be accompanied by an adult passenger capable of ensuring the safety of the incompetent passenger and the safety of others.

Please note!

The airline's employees shall not provide any medical assistance, care for or feed passengers, assist with hygiene or toilet procedures, move the passenger (if this involves lifting the passenger), or care for a guide dog accompanying the passenger.

If an accompanying person is not present at check-in for a passenger requiring such a person, the passenger will not be allowed to fly.

It is recommended to have an accompanying person to provide care and supervision for the passenger during the flight if such a passenger requires medical assistance, help with hygiene or toilet facilities, has difficulties in understanding crew instructions, is unable to control their behaviour or may have considerable difficulty navigating during the journey.

Depending on the airport's specifics, passengers can check in as follows:

  • At the check-in desk
  • At the airport medical health centre (for passengers requiring medical assistance, as well as passengers accompanied by medical personnel and who need oxygen therapy and/or patients on stretchers)
  • We recommend that passengers arrive in plenty of time to check-in at the airport, preferably at least two hours before the scheduled departure time.
  • To receive the services requested upon booking, passengers should go to the check-in desk and notify airline personnel about their arrival at the airport.
  • Passengers with disabilities are served without queuing.

Crutches, walking sticks and folding walkers may be transported in the passenger cabin.

A passenger using a manual wheelchair can drop off their wheelchair during check-in or check it in as baggage and continue to use it until boarding. The wheelchair will be returned to the passenger immediately after disembarking from the aircraft at the airport of arrival if the Delivery at Aircraft service has been ordered.

If you would like to use this service, please inform the staff during check-in, so that the wheelchair can be marked with a special label (DAA – Delivery at Aircraft).

Escorts providing in-flight care for passengers with disabilities must check in together with the accompanied passengers. Escorts are assigned seats next to these passengers.

While waiting to board your flight, you can make use of the designated lounge in the public area or in the departure zone. Please visit the departure airport website for information on the availability of special services desks and lounges, as well as opening hours.

Please note!

Passengers with disabilities may board the aircraft before general boarding is announced.

Please arrive at the boarding gate no later than the boarding time indicated on your boarding pass.

If you check in through the airport medical health centre, please check your time of arrival and the service procedures you require on the airport website.

Our passenger seats are equipped with adjustable armrests so that passengers with limited mobility can move easily from their wheelchair to the passenger seat.

Flight attendants will help passengers get to their seat, tell them how to use the passenger seat and show them the location and equipment in the lavatories.

Crutches, walking sticks and folding walkers must be placed in the cabin in the immediate vicinity of the passenger’s seat.

Dogs accompanying passengers with disabilities are assigned a place near the passenger’s seat. Animals may not sit on a passenger seat, near other passengers, at emergency exits, block evacuation routes, and should not interfere with the implementation of standard service procedures. 

Before departure, flight attendants will help you get ready for take-off. Passengers with visual impairment or hearing loss will be given individual instructions.

Flight attendants may assist passengers with limited mobility to the lavatories.

Before arriving at the airport, flight attendants will inform about the exit procedure: passengers with disabilities will disembark immediately after other passengers leave the aircraft

Battery-powered wheelchairs are issued in the baggage claim area. 

Passengers on manual wheelchairs who requested Delivery at Aircraft at check-in, may receive their wheelchair immediately after leaving the aircraft cabin. An employee from the airport service company will assist in helping the passenger into the wheelchair, picking up his/her baggage and putting the wheelchair into its working position.

passengers can carry their own wheelchair and one extra personal mobility aid in the aircraft baggage hold free of charge; such devices include wheelchairs, wheelchair power attachments, stairclimbers, stairlifts etc.

In addition to the free carry-on baggage allowance (established in accordance with the class of service), passengers are allowed to carry the following items free of charge (per passenger):

  • crutches, walking sticks, walking frames, rollators, removable prosthetic limbs (arms, legs) that are needed by the passenger with disabilities;
  • breathing aids such as an oxygen concentrator or oxygen cylinder if the passenger requires oxygen therapy during the flight;
  • medical equipment required for supporting the passenger during the flight.

Passengers may carry their own folding manual wheelchair in the aircraft cabin, provided there is space to safely store it during the flight; otherwise, the wheelchair will be carried in the baggage hold free of charge.

If you are a wheelchair user in need of extra support in your passenger seat, you can order a shoulder belt (holding device) at no additional charge.

You can order the service after paying for your flight but 36 hours before the scheduled departure at the latest.

To order shoulder belts, please use the Feedback form on the website, contact a sales office or call the Contact Centre (by phone). Shoulder belts will be provided after boarding the aircraft. A flight attendant will fix the restraint to the seat backrest.

 

Passengers can carry their own wheelchair and one extra personal mobility aid, such as a wheelchair, wheelchair power attachment, stairclimber, stairlift, etc., if used by the passenger, free of charge.

A request to carry a wheelchair shall be made when booking the flight but 36 hours before the scheduled departure at the latest.

 

When making your request, please state the following:

  • dimensions (length, width, height of the folded wheelchair, or the actual dimensions if the wheelchair cannot be folded);
  • weight;
  • type and capacity of the battery, if present;
  • type and capacity of any spare batteries;
  • contact phone number, fax number, email address.

Other Information.

  • Wheelchairs and other mobility aids shall be checked in as baggage and carried in the aircraft's baggage hold. We recommend packing the wheelchair or mobility aid for carriage in order to avoid damage and loss of parts.
  • If the passenger checks in unassisted, the wheelchair shall be checked in at the oversized baggage drop-off desk.
  • Motorised wheelchair
  • Carriage shall be confirmed after the request is granted.
  • Powered wheelchairs (equipped with a battery) mustbe checked as baggage during check-in. Powered wheelchairs must be carried in compliance with security regulations: the battery must be disconnected and battery terminals isolated to prevent a short circuit.
  • Passengers using powered wheelchairs must carry a set of spanners/tools for disconnecting the wheelchair battery terminals and a container for the battery in accordance with the ICAO’s Technical Instructions for the Safe Transport of Dangerous Goods by Air.
  • The original packaging, a plastic box or cardboard box can be used as a container for the battery.
  • Battery terminals shall be disconnected by the accompanying person or an employee of the company providing the service at the request of the passenger and under his/her supervision.
  • After check-in, the wheelchair or mobility aid shall undergo a security check (screening) for items and substances prohibited for carriage by air.

Manual wheelchair

A passenger using a manual wheelchair can drop off his/her wheelchair during check-in, or alternatively check it in as baggage and keep using it until boarding; the wheelchair will be returned to the passenger immediately after disembarking the aircraft at the airport of arrival, if the Delivery at Aircraft service has been ordered.

If you would like to use this service, please inform the staff during check-in, so that the wheelchair can be marked with a special label (DAA – Delivery at Aircraft).

Please note!

If the passenger is planning to use their own manual wheelchair until boarding, the Airport Escort service must be ordered and confirmed at the check-in desk to place the wheelchair in the passenger cabin.

After check-in, the wheelchair or mobility aid shall undergo a security check (screening) for items and substances prohibited for carriage by air.

 

Passengers who require oxygen therapy during the flight may carry a portable oxygen concentrator in addition to the carry-on baggage allowance free of charge.

Carriage shall be confirmed after the request is granted.

A request to carry a portable oxygen concentrator shall be made 36 hours before the scheduled departure at the latest.

When making your request, please state the following:

  • make and model of the device;
  • type of disposable or rechargeable batteries the device uses;
  • whether the device is needed constantly or periodically.

The package containing the oxygen concentrator must display the make and model of the device.

The concentrator's batteries shall be charged to last for the duration of the flight. The concentrator shall not exceed 55x40x25 cm in size.

After check-in, the portable oxygen concentrator shall undergo a security check (screening) for items and substances prohibited for carriage by air. In accordance with the ICAO's Technical Instructions for the Safe Transport of Dangerous Goods by Air, the passenger shall provide transport documents (the datasheet and certificate of registration) for the concentrator.

Passengers with disabilities who requested special services when booking tickets shall be accompanied and assisted in the airport free of charge.

The Airport Escort service is provided without a wheelchair to passengers with visual, hearing or speech impairments, to persons accompanying passengers with mental and intellectual disorders, the elderly, or to passengers with disabilities who do not need or want to use a wheelchair.

The Airport Escort service offers a wheelchair to passengers with limited mobility:

  • to the aircraft for passengers who have difficulty walking long distances;
  • when boarding the aircraft for passengers who have difficulty climbing or descending stairs;
  • to their seat on the aircraft for passengers who require a wheelchair to move or who cannot move without a wheelchair.

Passengers with disabilities shall be accompanied and assisted through every step of the preflight or postflight service, including:

  1. at baggage check-in;
  2. when passing border, customs, as well as when passing preflight screening;
  3. when boarding the aircraft, including if a passenger is unable to move independently and requires the assistance of an ambulift;
  4. priority seating on board the aircraft;
  5. disembarking the aircraft using a wheelchair and/or ambulift, together with assistance in carrying the passenger's carry-on baggage after other passengers have disembarked the aircraft;
  6. passengers are met at the airport of arrival by employees of the organisation providing the service;
  7. when moving around the airport building.

When accompanying and assisting passengers, employees of the organisation providing the service in the airport shall:

  • assist in carrying the passenger's carry-on baggage during preflight/postflight procedures and when boarding the aircraft;
  • get the passenger's wheelchair ready for use, assist in collecting checked baggage;
  • assist in walking the guide dog.

The airport escort service shall be ordered when booking the flight, no later than 36 hours before the scheduled departure.

  1. meeting the passenger upon arrival and assisting them in moving around the airport if the passenger informs of their arrival in advance;
  2. providing a wheelchair and/or other mobility aid for moving around the airport;
  3. providing replacement wheelchairs to passengers with reduced mobility if their own special mobility aid did not arrive at the airport of destination or transfer on time, or was damaged or lost during carriage;
  4. assisting in walking the guide dog.

Please check the website of the airport of departure/arrival/transfer to confirm the information on services provided by the organisation at the airport.

Carriage shall be confirmed after the request is granted.

A request to carry a portable oxygen cylinder with gaseous oxygen shall be made 72 hours before the scheduled departure at the latest.

When making your request, please state the following:

  • number of oxygen cylinders;
  • number of accompanying persons (medical professionals);
  • the presence of required additional medical equipment; its size and weight;
  • specific features of using the additional medical equipment (whether it is mains or battery powered, what type of batteries it uses);
  • contact phone number, fax number, email address.

Passengers can carry oxygen bags for medicinal use if a medical certificate, authenticated with a seal, is provided.

The oxygen bag shall not exceed the size limits established for carry-on baggage so that it can be safely stowed away under the seat in front during the aircraft takeoff, descent and landing.

Passengers may carry portable oxygen cans fitted with breathing masks (oxygen-nitrogen mixture) for medicinal use without prior approval if a medical note, certified with a seal, is provided.

Please note!

The gross weight of each cylinder should not exceed 5 kg.

The airline does not provide cylinders for oxygen therapy.

After check-in, the oxygen therapy equipment shall undergo a security check (screening) for items and substances prohibited for carriage by air. In accordance with the ICAO's Technical Instructions for the Safe Transport of Dangerous Goods by Air, the passenger shall provide transport documents (the datasheet, certificate of registration, technical inspection certificate, medical certificate authenticated with a seal) for the equipment.

 

Rights of the Carrier to Refuse Carriage to Passengers

The airline may deny passengers boarding in the following cases

  • if a passenger’s health requires special carriage conditions or threatens the safety of the passenger or other persons, as evidenced by medical documents, or if it creates confusion and unavoidable inconvenience to other persons;
  • if carriage of a passenger who needs oxygen-air therapy using an oxygen cylinder during the flight is not agreed upon within the established time limit;
  • if carriage of a wheelchair is not requested upon booking and ticketing;