Special assistance

Pasażer na wózku asystowany przez pracownika lotniska

Book assistance today to ensure the best support when travelling! Even if you don't need assistance at your departure airport, it is worth booking it – you may need it on arrival or at a connecting airport.

How do you report your need for special assistance?

To inform us that you need special assistance, choose one of the available methods:

Select the assistance service when booking and buying your ticket.
At any time after buying a ticket through Manage My Booking.
By completing the special assistance form on our website.
By calling the Contact Center.
Writing to us on Messenger (opens in a new tab) or WhatsApp (opens in a new tab).

Book your assistance service not later than 48 hours before the departure.

Assistance types

If you are able to climb/descend stairs and move around the aircraft on your own, and you only need a wheelchair or other mobility equipment to cover longer distances (such as the way to the plane or around the terminal), use a service described as WCHR.

You will be accompanied by a single attendant who will help you at every stage of your stay at the airport, both before and after your flight.
If you are unable to ascend/descend stairs on your own, but can move around the aircraft on your own, and only need a wheelchair or other mobility equipment to cover longer distances (such as the way to the plane or around the terminal), use a service described as WCHS.

You will be accompanied by at least one attendant, who will help you at every stage of your stay at the airport, both before and after your flight. You will get to the plane via a boarding bridge, and if one is not available, the attendant will use a special lift/elevator to help you get to our boarding area in comfort and safety.
If you are unable to get around on your own, nor are you able to climb/descend stairs or reach your seat on the plane with your own efforts, and you only get around with the help of a wheelchair or other equipment, use a service described as WCHC.

An attendant (usually one or two people) will accompany you all the way - from the moment you arrive at the airport to the moment you take your seat on the plane, as well as upon arrival at your destination airport. You will get to the plane through the boarding bridge, and if the bridge is not available, the attendant will use a special lift/elevator to help you comfortably and safely reach our boarding area and comfortably take your seat.

Assistance types	WCHR	WCHS	WCHC
Assistance in crossing longer distances at the airport	YES	YES	YES
Assistance in entering/leaving the aircraft (in the absence of a boarding bridge), use of specialized equipment (such as an elevator)	NO	YES	YES
Assistance in getting from the airplane door to your seat on board	NO	NO	YES

How do you tailor assistance to your needs?

We offer a few types of assistance. Answer the questions below to choose an option that is best for you:

Are you able to walk up the stairs to the plane?
Are you able to walk to your seat on the plane?
Would you like us to help you walk long distances at the airport?

If you answered 'yes' to the three questions above, choose WCHR assistance – Support in covering long distances.

If you only need assistance in climbing the stairs to the aircraft, please use the WCHS assistance – Assistance in going up and down the stairs of the aircraft.

If you are unable to get around on your own and have to use a wheelchair, select WCHC assistance – On-Board Passenger Assistance Service.

Assistance for passengers with sensory disabilities

Ground staff shall provide assistance during the check-in process to passengers with visual or hearing impairments, passengers who are blind, deaf, or have limited mobility. A dedicated assistant accompanies you from the check-in counter to the aircraft and from the aircraft to the arrivals' hall after collecting your luggage at the destination airport.

Our cabin crew is always at your service and ready to assist you during the flight.

What to bear in mind when using special assistance

To ensure that you are comfortable and supported during your journey, read the rules of the special assistance service and the practical tips to help you use the available assistance efficiently.

How to prepare yourself before the flight?

Adapt the form of assistance to your needs. This will allow us to offer you appropriate assistance and also enable other passengers who need support to use the service.
Thanks to a note in your booking, staff at all airports along your flight route are informed of your chosen type of assistance.
Check the website of your departure airport for the exact location where you can wait for assistance or summon a staff member.

At the airport

Assistance is a service provided by airports, so contact airport information in case of questions or if you do not receive assistance at the required time.
Please note that you may have to wait for assistance at some airports, so try to arrive at the airport early to allow enough time before your scheduled departure.
If you are travelling with your own wheelchair, it will be loaded into the luggage hold, but you can use it until you board the aircraft.
As someone using special assistance, you can board early (pre-boarding) – the person assisting you at the airport will inform you of this. If you are travelling with a companion, they will board the plane at the same time as you.

After arrival

Upon landing, regardless of the type of assistance you have ordered, wait until all passengers have disembarked. The assistant will come on board after the all the passengers who do not need assistance have left. You will go to the baggage claim area and the public area of the airport with the assistant.
Assistants are easy to recognise. They wear special vests. They can also wait for you with a wheelchair if this type of assistance has been added to your booking.
It is better not to move away, because the airport staff will not be able to find or call you. If you cannot see the assigned attendant after your flight, please inform our cabin crew.