Assistance

To ensure adequate service tailored to individual needs, the request for assistance for passengers with disabilities or reduced mobility must be notified to Aeroitalia during flight booking or later, no later than 48 hours before flight departure. When booking or subsequently via our Assistance Chat Box, it is essential to specify the type of assistance required:

WHEELCHAIR TO THE AIRCRAFT STAIRS

Passenger who can walk independently inside the aircraft and can manage stairs but needs a wheelchair or another means of transportation for long distances within the terminal.

WHEELCHAIR TO THE AIRCRAFT CABIN

Passenger who can walk independently inside the aircraft but cannot manage stairs and needs a wheelchair or another means of transportation within the terminal.

WHEELCHAIR FOR NON-AMBULATORY PASSENGER

Non-ambulatory passenger who travels with their wheelchair and needs assistance from the time of arrival at the airport through all boarding and disembarking phases, including during the flight and until the flight's conclusion and arrival at the destination.

HEARING DISABILITY

Passenger with partial or total hearing and verbal communication limitations

VISUAL DISABILITY

Passenger with partial or total vision limitations

INTELLECTUAL / RELATIONAL DISABILITY

Passenger with cognitive, intellectual, and behavioral limitations.

PASSENGERS WITH OBESITY

Passengers with obesity and reduced mobility may request a wheelchair assistance service when booking or later by accessing the "MY BOOKING" section, no later than 48 hours before flight departure. During booking, in the case of specific onboard needs or if it is deemed that the economy class seat is insufficient to guarantee expected comfort, it is possible to consider purchasing an additional adjacent seat.

Request your assistance during flight booking or later by accessing the "MY BOOKING" section, but no later than 48 hours before flight departure. If you booked your journey through an agency, you will need to request the assistance service directly through the same.

Assistance requests must be made to:

• prepare assistance at the airport during boarding, disembarking, and/or transit
• carry their wheelchair (manual or electric)
• carry special medical devices
• carry a guide dog in the cabin

Once onboard, passengers with disabilities or reduced mobility will be accommodated by staff in dedicated seats where crew instructions can be heard and seen during all flight phases. For safety reasons, it will not be possible to occupy a seat in rows corresponding to emergency exits.

It is important to notify Aeroitalia of assistance requests within the suggested timeframe to better prepare the service for all phases, including boarding, disembarking, and/or transit at a specific airport and onboard flights as per the itinerary.

Passengers who have requested assistance during booking must present themselves at Aeroitalia's check-in desk at least 2 hours before the scheduled flight departure time.

If the assistance request has not been previously made with Aeroitalia, the Airport Operator will take all possible actions to ensure the passenger's boarding on the planned flight.

As per EC Regulation No. 1107/2006 regarding the rights of persons with disabilities and persons with reduced mobility in air transport, the assistance service is provided free of charge at all airports.

Information regarding available services can be consulted on the respective airport's website.

Free transport is also allowed for:

• guide dogs or assistance dogs
• two mobility aids (e.g., crutches, walker)
• a medical apparatus to be used onboard or at the final destination (e.g., portable oxygen concentrator) with maximum dimensions equivalent to a carry-on bag
• medications, dressings, and any syringes or auto-injectors required for their administration

AEROITALIA, when deemed necessary, may request medical clearance directly or through a delegate when aware of:

• passengers suffering from contagious diseases that could pose risks to flight safety (including route changes and emergency landings)
• passengers requiring medical assistance or equipment (e.g., a passenger displaying evident breathing difficulties), as health conditions could worsen during or due to the flight.

Our Assistance Chat Box is available to provide all necessary clarifications from Monday to Friday, 9:00 AM - 6:00 PM local time in Italy.

The online check-in service is not available for passengers requesting assistance. In such cases, seats on board will be assigned during airport check-in.

During flight booking, inform AEROITALIA of your need to travel with a wheelchair, electric or foldable, or any other mobility aid. You may transport up to two mobility aids (e.g., wheelchair and walker) free of charge.
If necessary, once at the airport, we can accompany you from the airport meeting point to check-in, directly to the aircraft stairs, or to the aircraft cabin seat.
In this case, a wheelchair will be provided by the airport. More details can be consulted in the section "Assistance for persons with disabilities or reduced mobility."

Although Aeroitalia makes every effort to ensure mobility aids are transported safely, certain factors may prevent their transport. To know all details and any limitations, select the type of wheelchair to be transported.

Manual Wheelchair

Your manual wheelchair will be collected at the check-in desk or at the boarding gate to be loaded into the aircraft's hold.

Wheelchair and mobility aids powered by non-sealed (spillable) batteries

Not permitted for transport on Aeroitalia flights.

Wheelchair and mobility aids powered by sealed (non-spillable) batteries

In cases where the wheelchair or mobility aid powered by sealed batteries can be positioned vertically in the hold, the battery can remain attached to the wheelchair/electric device provided the following conditions are met:

• The battery must be securely attached to the wheelchair/mobility aid.
• The battery terminals must be protected from short circuits.
• Electrical circuits must be isolated.
• It is allowed to carry one (1) spare battery for wet batteries and two (2) for nickel-metal hydride batteries.

When booking the service, we ask you to provide our Assistance Chat Box (or your travel agency if you booked through one) with the wheelchair's technical specifications, including battery details.

Wheelchair and mobility aids powered by lithium-ion batteries

These batteries are considered hazardous and are subject to the following conditions:

• The batteries used must be of a type tested (UN Manual of Tests and Criteria, Part III, subsection 38.3).
• If the battery is removable by the user, if the mobility aid is specifically designed to allow removal, the battery must not exceed 300 Wh, or for a device with two batteries required for operation, each battery must not exceed 160 Wh.
• If the battery is not removed, there is no Wh limit. Aeroitalia allows the transport of one (1) spare battery of 300 Wh or two (2) batteries of max 160 Wh. Both removed and spare batteries must be carried exclusively in the cabin, in a protective case.

If the mobility aid does not meet safety requirements, it may not be boarded. Therefore, when booking the service, we ask you to provide our Assistance Chat Box (or your travel agency) with the wheelchair's technical specifications, including battery details.

On Aeroitalia flights, it is possible to transport trained and recognized guide and assistance dogs for free in the cabin. For connecting flights, it is necessary to verify the provisions of the airline operating the individual flights. If traveling with multiple airlines, we recommend confirming with each company that the dog will be accepted onboard.

General definition of the service

Recognized guide and assistance dogs, regardless of breed or type, are trained to assist people with motor disabilities, visual and hearing disabilities, intellectual/relational disabilities, or other psychiatric disabilities. The dog must have a training certificate. The service must be requested when booking the flight or later by accessing the "MY BOOKING" section, no later than 48 hours before flight departure. For any needs related to the assistance request, it is recommended to contact the Aeroitalia Assistance Chat Box available on our website (the Chat service is active from Monday to Friday from 9:00 AM to 6:00 PM local time in Italy). If you booked your trip through an agency, you must request the service directly through the agency. The service will be confirmed after verification of all documentation submitted by our staff. Note: Dogs providing emotional support are not considered trained assistance dogs and, therefore, their transport is not included for free on our flights. Their transport is possible for a fee according to the procedures for boarding dogs in the cabin or hold, depending on the weight and size of the animal.
We recommend informing yourself in advance about entry conditions in other countries.

General transport requirements:

To ensure flight safety and cabin comfort, the animal must be accustomed to obeying and behaving appropriately in a public environment (e.g., not barking, growling, attacking people or other animals). It is not mandatory for the dog to be transported in a crate during the flight, but it is necessary to use a leash and muzzle. The guide dog must remain in front of the owner's seat. If the dog does not behave appropriately or shows aggressive behavior, Aeroitalia may require the dog to be transported for a fee in the hold or deny its transport.

Onboard, the dog must:

• Not necessarily remain in the crate (if present) during the flight but must stay in front of its owner's seat and be leashed to remain under the passenger's direct control at all times.
• Not sit on a passenger's seat or stay near an emergency exit.

Additionally, the following conditions must be met during the animal's stay onboard:

• It is recommended to use a harness instead of a collar.

If the dog does not behave appropriately or shows aggressive behavior, Aeroitalia may require the dog to be transported for a fee in the hold or deny its transport. The passenger is responsible for damages and additional costs arising from transporting the dog.

On flights to and from Sardinia, the stretcher service is available. The service request must be made exclusively through Aeroitalia's call center. The service is subject to availability. 

It is recommended to request the service well in advance, at least 120 hours before the flight departure date (excluding holidays) by contacting Aeroitalia's Call Center.

The service is not covered under EC Regulation 1107/06.

On Aeroitalia flights, transporting oxygen cylinders or bottles for medical use is not permitted (the service is not provided by the airline).

Oxygen concentrators

The transport of portable oxygen concentrators (POCs) onboard our flights is subject to the following conditions:

• The passenger must inform Aeroitalia at least 4 days before the flight departure.
• The passenger must travel with an approved POC model (see list below).
• The POC must have a label indicating its approval for use onboard aircraft.
• The POC must not be contaminated with oils, grease, or other petroleum products and must be in good condition, free from damage or excessive wear and misuse.
• The passenger must present documentation for the POC for inspection.
• The passenger must present a form or equivalent letter from their doctor confirming the following information:
  • The passenger is fit to travel.
  • The passenger can operate the device, recognize and respond adequately to its alarms, or, if not, the user must travel with an accompanying person capable of performing these functions.
  • Specify the flight phases during which the device is medically necessary (taxiing, takeoff, cruise, landing).
  • Indicate the maximum oxygen flow rate relative to the pressure value during normal operations.
• The passenger must allow Aeroitalia staff to verify the contents of the medical certification.
• During the flight, the POC must operate on battery mode.
• The passenger must carry enough fully charged batteries to cover the duration of the flight and any delays. Spare batteries are only allowed in carry-on luggage and must be individually protected to avoid short circuits, with battery terminals insulated or packed to prevent contact with metallic objects, including other battery terminals.
• Spare lithium or lithium-ion batteries are not allowed in checked baggage.
• Use only lotions and creams compatible with the presence of concentrated oxygen.
• The POC must be turned off if it interferes with the aircraft systems.

The POC used during any flight phase must be completely stowed under the seat in front of the passenger using the device so that the intake filter is not blocked during use, and the user or their companion can hear audio and see visual alerts. The POC must be free from blankets, coats, and other carry-on items that could block the intake filter. When the seatbelt sign is off, the person using the POC is free to move around the cabin.

LIST OF AUTHORIZED CONCENTRATORS

AirSep FreeStyle	Inogen One	Invacare XPO2 / Solo2	DeVilbiss Healthcare iGo
AirSep LifeStyle	Inogen One G2	SeQual SAROS Portable Oxygen Concentrator	Respironics SimplyGo
AirSep Focus	Inogen One G3	Oxlife Independence Oxygen Concentrator	International Biophysics LifeChoice
AirSep FreeStyle 5	Inova Labs LifeChoice	Oxus RS-00400	SeQual Eclipse
Delphi RS-00400	Inova Labs LifeChoice Activox	Precision Medical EasyPulse	Respironics EverGo
(U) SeQual eQuinox Oxygen System (model 4000)	(V) SeQual Oxywell Oxygen System (model 4000)	(X) VBox Trooper Oxygen Concentrator

In any case, if the POC has the following label, “The manufacturer of this POC has determined this device conforms to all applicable FAA acceptance criteria for POC carriage and use on board aircraft,” the device is approved for transport.

For safety reasons on Aeroitalia flights, disability supports/aids that need to be attached to the backrest of the seat are not accepted.

In accordance with EC Regulation 1107/06 Annex II, our cabin crew can assist passengers with disabilities or reduced mobility in:

• Escorting them from their seat to the toilet (there is no obligation to lift the passenger or assist in using the facilities).
• Opening food and beverage packaging on their behalf (there is no obligation to assist in serving food, drinks, or medication beyond the service provided to other passengers).

All our aircraft are equipped with a manual wheelchair that can be used to move from the passenger's seat to the toilets.

Our onboard toilets are equipped with handrails to facilitate their use for passengers with disabilities or reduced mobility.

In case of inadequate or missing assistance, complaints should be submitted:

• To the airport management company for missing or inadequate ground assistance.
• To the airline for issues related to booking and missing onboard assistance.

If you wish to report a service issue to Aeroitalia, you can contact us by filling out the form available on the Aeroitalia website at the following link: Contact Us | Aeroitalia. Once the complaint registration process is completed, the system will open a numbered ticket and send a reference number.
Aeroitalia's Customer Care will respond as soon as possible, within 30 days at the latest. You will initially receive an automatic response with the reference number of the case. Our team will then provide a detailed response.

If the response received is deemed inadequate in relation to regulatory provisions, the passenger with disabilities or reduced mobility can submit a complaint to ENAC, preferably using the following online form: https://moduliweb.enac.gov.it/applicazioni/reg1107/modulo.asp.

It is possible to file a complaint with ENAC if the service issue occurred:

• At an Italian airport;
• On flights departing from an Italian airport (regardless of the nationality of the operating carrier);
• On flights arriving at an Italian airport if operated by an EU carrier.

On July 26, 2008, EC Regulation No. 1107/2006 regarding the rights of persons with disabilities and persons with reduced mobility in air transport came into effect. For more information, you can download the regulation here.

The ENAC project "Autism, Traveling Through the Airport" was created to facilitate air travel for people with autism. For more information, visit the website ENAC.