Assistance and support – easy-to-read version

Request special assistance in the way that suits you best:

• When booking your ticket – simply indicate that you need assistance.
• After booking – go to Manage My Booking.
• Via the form – available on our website.
• By phone – call the LOT Contact Center: +48 22 577 77 55 or +48 22 491 77 55.
• Through messengers – message us on Messenger or WhatsApp.

• Mobility support: when you only need help when walking longer distances.
• Stair assistance: when you need support walking up or down the stairs to the aircraft.
• Comprehensive assistance: when you cannot move on your own and need help at every stage of your journey.

Before the trip:

• Check: where to wait for your assistant at the airport.
• Report: to airport information if you cannot see your assistant
• Use the pre-boarding service to board first.

On arrival:

• Wait: until all passengers have left the plane.
• Wait for your assistant: who will be wearing a special waistcoat.
• Notify the cabin crew if no one arrives to assist you.

Want to find out more? Read about the special assistance service we offer.

Here are some tips to help you plan and tell us about your needs.

• Fill in the assistance form: to provide detailed information about your equipment, such as its size, weight and battery type and specifications.
• Submit your request in advance – no later than 48 hours before departure.
• Transport of equipment: Some devices can be taken on board with you, while the rest will be transported in the aircraft hold. If needed, we’ll provide a temporary wheelchair.

Battery-powered equipment:

• Provide detailed information – let us know the battery type, its capacity, and whether it can be removed.
• Bring extra batteries – make sure your device has enough power for the entire journey.

 Use of an oxygen concentrator (POC) or other specialised medical equipment during the flight:

• Complete the MEDIF form.

It’s worth looking at the websites of both your departure and arrival airports before your trip. You’ll find information about available amenities and the layout of each terminal. If you have any questions, contact the airport information desk.

Different ways of boarding:

• The jet bridge:connects the airport terminal directly to the door of the aircraft. Potential difficulties: it can be long and narrow, and the floor can be uneven.
• Bus: used to transport passengers from the terminal to the aircraft. Potential difficulties: it can be crowded inside and there will be stairs at the entrance to the aircraft.
• Walking on the tarmac: passengers walk from the terminal to the aircraft. Potential difficulties: exposure to variable weather conditions, airport vehicles may be passing nearby.

Be aware of your surroundings and follow the instructions given airport staff.

Why use special assistance:

When you use the special assistance service, you get extra help getting on board. Assistants use a variety of solutions such as lifts, ramps or specialised lifts to facilitate the boarding process.

• Plan ahead – visit the airport’s website to check accessibility information and available facilities for passengers with disabilities.
• Be prepared – wear comfortable shoes and clothing.
• Follow instructions – pay attention to announcements and guidance from airport staff.
• Ask for help – if you need assistance, don’t hesitate to approach an airport employee.

By following these tips, you’ll ensure a safe and comfortable boarding experience.

• On-board wheelchairs:
  • On-board wheelchairs are used to move around the cabin (e.g. on the way to/from the toilet).
  • Wheelchairs are available free of charge on long-haul flights.
  • On shorter flights, a wheelchair can be ordered in advance.
  • Wheelchair users can reserve a seat closer to the toilets.
• Staff assistance:
  • The crew may assist the passenger in reaching the toilet, but may not lift the passenger or assist with personal care. pasażera ani pomagać w czynnościach osobistych.
  • In case of difficulties such as needing assistance with toileting or eating, it is essential to travel with a companion who will provide appropriate support.

• Wheelchairs on board:
  • On flights to/from the USA, you can bring your own foldable wheelchair.
  • Your wheelchair must fit within certain dimensions.
  • If the wheelchair does not meet the size requirements, it will be transported in the baggage hold.

• Passengers with hearing difficulties can use alternative forms of communication provided by cabin crew.
• Instructional videos with Polish sign language translation are available on long-haul flights.