Special Assistance

Titan Airways strives to offer the best possible care to all our passengers.  For those passenger requiring special assistance the following information will help ensure our service to you.

Passengers who require special assistance are asked to advise us directly or via their tour operator  of their needs no later than 48 hours prior to their flight.  If travelling on ski flights, please contact your tour operator who will pass on the request to us.  With prior notice we’ll ensure that the relevant assistance is in place at their departure and arrival airports so that their journey is a smooth as possible.

Depending on the individual’s needs, a safety assistant may be required to accompany them.  Safety assistants are companions over 16 years of age who would be able to assist in the highly unlikely event of an emergency evacuation of the aircraft. 

 Safety assistants are required for passengers who are unable to do any of the following:

  • communicate with the crew with regard to safety
  • unfasten their own seat belt
  • lift themselves
  • reach an emergency exit without assistance
  • retrieve and fit a life jacket
  • fit an oxygen mask

Passengers with special needs should be aware that our crew are unable to administer medication or to provide any assistance with personal care.  If this kind of assistance is required, a capable safety assistant should also travel.  It is the passenger’s responsibility to book flights for their assistant.

For the carriage of any special equipment relating to a passenger’s disability suitable insurance cover is required since, in the unlikely event of loss or damage, Titan Airways liability is limited under the Montreal Convention.


WHEELCHAIR / ELECTRIC MOBILITY AID USERS

Titan Airways are happy to carry up to two wheelchairs or mobility aids per passenger free of charge as hold luggage provided there is sufficient space in the aircraft hold at the time of booking.  Requests for the carriage of wheelchairs and mobility aids should be made either direct to us or via your tour operator no later than 48 hours prior to travel. 

For Electric Mobility aids such requests should contain as much detail about the wheelchair as possible and must include the following information:

  • Make and model
  • Number of batteries installed
  • Type of battery(ies)
  • TARE (un-laden) weight
  • Dimensions (i.e. length x width x height)
  • Instructions for preventing unintended operation

Electric Mobility Aid – Safety Considerations

We can carry many types of electric wheelchair, including those containing ‘non-spillable’ (gel electrolyte), or lithium batteries, provided certain conditions are met to ensure their safe and secure transportation.   Due to aircraft hold door size there may be restrictions on mobility aids with dimensions larger than 130 x 70cm on some of our aircraft unless the mobility aid can be broken down.  Please contact us in advance if the mobility aid you require us to carry is larger than this.  We can then directly confirm if it can be carried on the aircraft type or discuss how best we may assist in its carriage.

In all cases steps will need to be taken to prevent unintended activation in transit.  This may be achieved by switching off the mobility aid and removing the key (if fitted), separating power cable connectors or by inserting an inhibiting plug (such as an Airsafe™).   If none of these options is possible, it is acceptable to lock out operation of an electric mobility aid by performing a sequence of movements of the joystick in accordance with the manufacturer’s instructions.  Details for many electric mobility aids can be found at  www.bhta.net/home/air-transport-advice-lists.html.

In the event that you present a mobility aid that cannot be immobilised to prevent unintended activation in transit we will refuse carriage on the grounds of safety.

Mobility Aids With Non-Spilable Batteries

To ensure that your mobility aid can be carried safely the following must be completed by airport representative staff before we can accept the item for carriage and load it into the aircraft:

  • The battery terminals must be protected from short circuits, e.g. by being enclosed within a battery container as is common with many current types;  where this is not the case and terminals are exposed they should be protected using electrical insulation tape. 
  • The battery should be securely attached to the wheelchair or mobility aid.
  • Electrical circuits must be isolated by removal of key/Airsafe™ plug etc. (guidance from user may be required).  Simple use of on/off buttons is not acceptable as these do not adequately immobilise the aid.
  • Where a mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. collapsible the battery must be removed, the terminals protected from short circuit; and be carried in strong, rigid packagings which must be carried in the aircraft hold

Mobility Aids with Spillable Batteries

To ensure that your mobility aid can be carried safely the following must be completed by airport representative staff before we can accept the item for carriage and load it into the aircraft:

Provided that the wheelchair or mobility aid can be loaded, stowed, secured and unloaded always in an upright position then the battery may remain installed in the wheelchair. The following conditions must be met:

  • the battery terminals must be protected from short circuits, e.g. by being enclosed within a battery container;
  • the battery must be securely attached to the wheelchair or mobility aid;
  • electrical circuits must be isolated by removal of key/Airsafe™ plug etc (guidance from user may be required). Simple use of on/off buttons is not acceptable as these do not adequately immobilise the aid.

 If the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded always in an upright position, the battery must be removed. The wheelchair or mobility aid may then be carried without restriction;

Should we be unable to stow the aid upright in the hold, its battery will need to be removed and the battery terminals will need protecting against short circuit.  Where possible please bring your manufacturer’s instructions to the airport to facilitate these measures.  In the event of the battery being removed it will need to be protected against short circuits, placed in in strong outer packaging packed with absorbant material marked “BATTERY, WET, WITH WHEELCHAIR” or “BATTERY, WET, WITH MOBILITY AID” and bearing a Corrosive label.  Titan Airways can provide this packaging but request if the passenger has such suitable packaging it is brought to the airport as this would be useful.

* Please note that only wet-cell batteries for the powering of wheelchairs are permitted on our flights.  Carriage of wet-cell batteries for other purposes will be refused.

Mobility Aids with Lithium Batteries

To ensure that your mobility aid can be carried safely the following must be completed by airport representative staff before we can accept the item for carriage and load it into the aircraft:

  • the battery terminals must be protected from short circuits, e.g. by being enclosed within a battery container;
  • the battery must be  securely attached to the wheelchair or mobility aid.
  • electrical circuits have been isolated by removal of key/Airsafe™ plug etc (guidance from user may be required).  Simple use of on/off buttons is not acceptable as these do not adequately immobilise the aid.

Where a battery-powered or other similar mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. collapsible) the battery must be removed. The battery must be protected from short circuit by insulating the terminals (e.g. by taping over exposed terminals) and the removed battery must be protected from damage by placing each battery in a protective pouch. The battery must be carried in the passenger cabin.  The battery must not exceed 300 Wh and a maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may also be carried.

At the Airport

At most airports wheelchair users may choose whether to relinquish their chair at check-in with the rest of their luggage or to keep it until boarding.  When wheelchairs are relinquished at check-in, an airport wheelchair will be provided for use until departure.  If requested we can also arrange for an escort through the terminal to the boarding gate. 

We ask all passengers requiring special assistance to arrive at the boarding gate well in advance of the departure of their flight so that they can board more comfortably and, if they wish, to take advantage of priority boarding - an announcement will be made at the gate inviting those in need of special assistance to present themselves first.  Appropriate assistance will be provided to help passengers with reduced mobility to board the aircraft and to take their seat.

Please understand that safety regulations mean it is not possible to seat any passenger with reduced mobility in an emergency exit row.  A number of seats on our aircraft however have moveable armrests for ease of access.  Our crew will be happy to help with the stowage of hand baggage and to provide assistance to passengers who need help moving between their seat and the toilet.  They are unable however to assist with personal care.

On arrival we'll endeavour to return any mobility aids to passengers as close to the aircraft as possible.  If it is not possible to bring them to the door, we will make sure there is an airport wheelchair ready and an escort available, if required, to provide assistance to the terminal building.

In the unlikely event that a mobility aid, or any other special equipment related to a passenger’s disability, is damaged or lost in transit, Titan Airways liability is limited under the Montreal Convention. We ask therefore that all passengers wishing to travel with such equipment have suitable insurance to cover these items in full.

DEAF AND BLIND PASSENGERS

With prior notice of at least 48 hours we can arrange for an escort to accompany deaf and hard of hearing passengers through the terminal from check-in to the boarding gate and onto the aircraft itself when it is time for boarding.  Since we appreciate that everyones needs are different and that everyone likes to be guided differently, passengers should let their escort know how they can best help on the day.

We ask that all passengers requiring special assistance arrive at the boarding gate well in advance of the departure of their flight so they can board more comfortably, and if they wish, take advantage of priority boarding.  An announcement will be made at the gate inviting those in need of assistance to present themselves first.

If requested, a cabin crew member can give individual safety briefings before the flight departs.

With prior notice of 48 hours we can arrange for an escort to meet the aircraft at the arrival airport and to guide passengers through the terminal to reclaim their baggage.

VISUALLY IMPAIRED

With prior notice of at least 48hours, we can arrange for an escort to accompany visually impaired passengers through the terminal from check-in, to the boarding gate and on to the aircraft itself when it’s time for boarding.  Since we appreciate that everyone’s needs are different and that everyone likes to be guided differently, passengers shouldn’t hesitate to let their escort know how they can best help on the day.

We ask all passengers requiring special assistance to arrive at the boarding gate well in advance of the departure of their flight so that they can board more comfortably and, if they wish, to take advantage of priority boarding.  An announcement will be made at the gate inviting those in need of special assistance to present themselves first.

If requested, a member of the crew can give passengers individual safety briefings before the flight departs. Our crew will also be happy to help with the stowage of hand baggage and to assist passengers to move between their seat and the toilet.  They are unable however to assist with personal care.

With prior notice of 48 hours, we can arrange for an escort to meet the aircraft at the arrival airport and to guide passengers through the terminal to reclaim their baggage.


ASSISTANCE DOGS

We are happy to carry certified assistance dogs for blind, deaf or disabled passengers on our flights.  Such dogs can travel free of charge in the cabin by prior arrangement.  Passengers must occupy a window seat and the dogs must be on the floor with an extension seatbelt through their collar.  For international flights dogs must be compliant with the Pet Travel Scheme.  Passengers wishing to travel with their assistance dog are requested to contact us as early as possible to make arrangements.

LEARNING DIFFICULTIES


With prior notice of at least 48hours, we can arrange for an escort to accompany passengers with learning difficulties through the terminal from check-in, to the boarding gate and on to the aircraft itself when it’s time for boarding.  Since we appreciate that everyone’s needs are different and that everyone likes to be guided differently, passengers shouldn’t hesitate to let their escort know how they can best help on the day.

We ask all passengers requiring special assistance to arrive at the boarding gate well in advance of the departure of their flight so that they can board more comfortably and, if they wish, to take advantage of priority boarding.  An announcement will be made at the gate inviting those in need of special assistance to present themselves first.

If requested, a member of the crew can give passengers individual safety briefings before the flight departs. Our crew will also be happy to help with the stowage of hand baggage and to assist passengers to move between their seat and the toilet.  They are unable however to assist with personal care.

With prior notice of 48 hours, we can arrange for an escort to meet the aircraft at the arrival airport and to guide passengers through the terminal to reclaim their baggage.