Special Assistance
Medical - passengers with Reduced Mobility
At Thomas Cook Airlines, we want you to have everything you need to make your journey comfortable and enjoyable. That's why we offer a comprehensive range of pre-bookable services designed to meet your specific needs. Just choose the service you require and call us no later than 48 hours before your departure (can be booked as early as the day the reservation is made) to make your request. We'll take care of the rest.
A carer must travel with any passenger who does not meet the DFT (Department for Transport)
code of practice definition of self reliance.
In establishing whether someone is "self-reliant" the DFT stipulate that the passenger should
be independent in the following areas:
- Feeding - the passenger should be capable of feeding themselves. Cabin crew could still
expect to assist with opening food containers and describing catering arrangements to blind
people.
- Lifting - the passenger should be capable of moving from a passenger seat to an on-board
wheelchair.
- Toileting - the passenger should be capable of using the toilet facilities unaided.
- Communicating - the passenger should be able to communicate with cabin crew and understand
their advice/instructions.
- Medicating - the passenger should be capable of administering their own medicines and medical
procedures.
- Breathing - the passenger should not be reliant on supplementary oxygen.
If you are not self-reliant (capable of taking care of all your physical needs independently in-flight) a carer is required for travel to take care of these needs. The carer must purchase a ticket at the same time.
A carer can travel with a maximum of 2 passengers requiring additional assistance as outlined
above.
Due to CAA (Civil Aviation Authority) regulations, any persons with reduced mobility or any
physical disability or intellectual impairment cannot be allocated seats adjacent to the
emergency exits.
Additional Assistance
If you require any additional assistance at the airport, during your journey or on arrival, simply call us no later than 48 hours before your departure.
We'll make sure help is at hand.
Customers requiring additional assistance
Thomas Cook Airlines is committed to looking after all its customers and none more so than
those who may require additional assistance. Should you feel you have a need for particular
support please contact us on 0844 855 0515 so that we can ensure that our customer service team
deliver the best possible service.
Advice for passengers requiring additional assistance or medical conditions
Some medical conditions require a fitness to fly certificate. If you consider yourself to have
a condition that will require your G.P. to give authorisation for travel, please obtain a
certificate from your G.P. stating you are fit to travel prior to contacting ourselves. If in
doubt please contact us on 0844 855 0515.
Thomas Cook Airlines welcomes those who might require a little extra assistance (for example)
due to, age or disability, and our cabin crew will do all they can to make sure your flight is
enjoyable. To ensure all the assistance you require can be arranged, we request that you check
with us before booking your holiday. This is because facilities and services vary from country
to country and airport to airport.
The airport will signpost designated points for passengers with reduced mobility.
Wheelchair Users
If you have your own wheelchair, this will be carried free of charge in addition to your normal baggage allowance. Since a wheelchair is carried in the hold and collected in the baggage reclaim area, we advise that it is adequately insured against loss or damage since the airline liability is limited.
Wherever possible you will be able to stay in your own wheelchair/mobility aid to and from the aircraft side. If required you will be transferred to another wheelchair to take you to your seat on the aircraft.
If you are a wheelchair user who cannot manage stairs or are unable to walk, please contact us, in order that we can make arrangements and advise on the facilities available for getting on and off the aircraft, as these can vary depending on the destination you are travelling to.
At some airports it may not be possible for you to take your wheelchair/mobility aid to the gate, where this is the case it may have to be taken at check-in and given back to you in the arrivals baggage hall of your destination airport. If the airline does this they will arrange for you to be transported from check-in to the aircraft in another wheelchair, or buggy where appropriate and, on arrival, from the aircraft to the baggage hall of your destination airport.
The airline needs to know about the size (including height, width and length) and weight of your wheelchair and whether your wheelchair is collapsible, foldable or rigid, so please have these details to hand when you tell us you are bringing it with you. For health and safety reasons, airport staff are unable to manually lift equipment up and down stairs or narrow ramps.
Wheelchair types and preparation for travel
It is your responsibility to provide sufficient information about your wheelchair/mobility aid and batteries prior to travel.
Dependant upon the type of wheelchair/mobility aid being used, a number of safety measures will need to be taken before the flight and you will need to provide information to enable airport staff to assist you. Some examples of those safety measures to be taken are detailed below.
Electronically powered wheelchairs will be accepted for travel, providing that the general conditions for their carriage, as outlined in the IATA Dangerous Goods Regulations, are met. These relate to the batteries used to power wheelchairs. Since the batteries will remain attached to the wheelchair, it is important that the wheelchair can be easily stored in an upright position when collapsed for carriage.
For wheelchairs/mobility aids with dry cell batteries or non-spillable (including gel) batteries
Protect the wheelchair/mobility aid from inadvertent operation i.e. remove the key, deactivate using the joystick, deactivate using an isolation switch or buttons.
If you cannot do this you will need to disconnect the battery and protect it against short-circuiting by insulating battery terminals.
For wheelchairs/mobility aids powered by wet-cell (spillable) batteries
Remove all connections from the battery terminals.
Protect the battery terminals to prevent short circuits by covering the terminals with electrical insulating tape or plastic caps.
Ensure that the battery (or batteries) is securely fastened and installed in the wheelchair/mobility aid battery tray.
To ensure safe carriage of your wheelchair/mobility aid it would be very helpful if you brought the manufacturers instructions (re: disconnection of batteries) with you to the airport.
Please note that you cannot travel with wet-cell batteries for any purpose other than for powering wheelchairs.
If you are a wheelchair user or have reduced mobility, we recommend that you contact us or the Airline directly as soon as possible after booking, and no later than 48 hours before departure, to request assistance service at airports. If you do not request this in advance we and the Airline cannot guarantee that this service will be available, as there is a limit on the number of passengers with reduced mobility and the number of wheelchairs we are able to assist on the day with no pre-notification.
Assistance Dogs
Airlines are able to carry guide dogs on many routes, please contact us or the Airline you
are flying with for full details.
For more information on Pet Travel Scheme you can call or make contact in the following
ways:
PETS help line: 44 (0) 870 241 1710 Monday to Friday 0830 - 1700
PETS website: www.defra.gov.uk/animalh/quarantine
PETS e-mail: pets.helpline@defra.gsi.gov.uk
Stretchers
Stretchers are not carried on-board Thomas Cook Airlines flights. For other airlines, please contact the airline directly.
Oxygen
For safety reasons customers are not permitted to carry their own oxygen for use
on-board.
Additional oxygen can be provided on flights with Thomas Cook Airlines (where the duration is
less than 5 hours) at a charge of £100 each way.
On Thomas Cook flights, only one customer can be carried per flight requiring additional
oxygen, we therefore recommend that you call 01274 384 767 prior to booking your holiday so
that the Airline can
discuss your requirements.
This service must be booked at least 21 days prior to departure.
Medication
Customers carrying syringes and/or needles must carry a doctor’s note or a repeat
prescription
as confirmation of medical requirement. Please read the following important advice about
travelling with medication.
- We recommend that you carry enough medical supplies to cover use in-flight, plus sufficient
for 2-3 days use upon arrival. The remainder should be packed in the hold, (the temperature of
which is maintained between 4 and 5 degrees centigrade).
- Have a letter from your GP confirming the name and type of medication being carried, with
prescribed doses. The letter should state what the medication is for and any other medical
items required. For example, syringes or EpiPens, that might otherwise be questioned by local
security or customs.
- The medication should be in its original packaging, clearly pharmaceutically labelled
identifying it as prescribed and belonging to you.
- It is advisable to obtain a repeat prescription from your GP and take this with you when you
travel abroad so that medication can be replaced in event of loss, damage or having
insufficient supplies.
- Please be aware that some medication may contain ingredients that are considered illegal in
other countries. You are advised to check with the Embassy of the country you are going to.
Needles and syringes
The carriage of needles and syringes is permitted onboard for the treatment or control of
medical conditions. However, you must also carry supporting documentation in the form of
either:
- A letter from your GP confirming the type of medication and what it is for. Or,
- If you do not have a GP’s letter, the medication must have a printed pharmaceutical label
identifying it as prescribed and belonging to you.
A "sharps" box to dispose of needles safely and hygienically is available onboard - please ask
the crew.
Keeping medication cold
The onboard fridge cannot be used to keep medication cold, (for example, insulin used for
diabetes). However, you may bring a cool bag with you.
Liquid medication in hand luggage
The amount of liquid medication you are permitted to take in your hand luggage is subject
to current security advice. Please visit the Department for Transport website for the latest
information: www.dft.gov.uk
Hearing Impaired
If you are hearing impaired and require assistance, please contact us or the airline
directly (see the Contact Us section above).
If required, an escort can be provided to and from the aircraft. The in-flight safety video
includes subtitles. Airlines offer separate briefing about safety procedures for deaf and hard
of hearing customers on-board. If you are hearing impaired, please contact us so that we can
make the necessary arrangements.
Visually Impaired
If you are blind or visually impaired and are unable to travel without assistance you will need to travel with a carer who must purchase a seat. The assistance that we offer visually impaired passengers can include an escort to and from the aircraft, individual safety briefings and assistance during the flight. Also, Braille cards are available on some flights on request.
Expectant Mothers
Expectant mothers will be accepted without a medical certificate up to the end of the 28th week of pregnancy.
From 29th week the expectant mother must produce a medical certificate confirming the expected date of delivery and confirming fitness to fly (doctors letter must have been written no earlier than 6 weeks before the outbound date of travel).
Expectant mothers will not be accepted under any circumstance from 34th week.
In the case of a multiple pregnancy the pregnancy should not be beyond the 32nd week at the time of the return inbound flight.
Cruise lines will not accept passengers who have entered their 24th week of pregnancy or beyond. All pregnant women are required to provide a letter to state both mother and baby are in good health and fit to travel.
Miscarriage
Passengers who have had a recent miscarriage may fly provided that they have had no bleeding or pain for at least 24 hours prior to the date of travel. A letter should be obtained from the passenger's doctor confirming this.
Broken Limbs
Any plaster cast must have been set in place for over 48 hours for legs and 24 hours for arms. In the case of a full leg plaster, where the leg cannot be bent, 2 additional seats must be purchased.
Seat Width
The seat widths on Thomas Cook Airlines aircraft vary from 16.25 to 18 inches depending on
aircraft type or grade of seat purchased (other Airlines may vary). We realise that some larger
customers, due to their size, often find that aircraft seat width is insufficient for their
needs. For your own safety and comfort and that of other customers, you must advise your tour
operator or your travel agent at the time of booking if you know or are unsure as to whether
the seat size on the aircraft will be sufficient for your needs. If you do require additional
space, then subject to availability, you can purchase more than one seat located side by side
or if you prefer, a wider seat in an upgraded class (where applicable). We regret however, that
due to additional costs incurred by your tour operator, you will have to pay the full cost of
all seats required by you, plus any upgrade supplement per seat.
If you have purchased an extra seat due to your size, please contact us or the airline directly to ensure the airline is aware.
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