Travelling by air

As per Regulation (EC) No 1107/2006 regarding the rights of people with reduced mobility or disability when travelling by air, the following applies:

A. Special categories of passengers



Person with Reduced Mobility or disabled person (hereinafter PRM or PRM’s) means any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the service made available to all passengers.

Each request for assistance should be evaluated on its respective merits to ensure that such assistance is proportionate to the reduction in mobility, but there is an expectation that assistance will be provided without undue restriction. In this context, it is worth stressing that some passengers may only need assistance at the airport and not on-board the aircraft.

Acceptance is linked to the following factors:

  • Condition of the passenger.
  • Maximum limitation per aircraft.
  • Special equipment needed.
  • Special attendance on board required.
  • Onward interline transportation involved.

Categories



Normally passengers with reduced mobility are divided into 2 categories, Non-Medical cases and Medical cases.

A non-medical case is a passenger with reduced mobility for whom no medical clearance is required. Also are those passengers, who only need special assistance in the airport and/or for embarkation/disembarkation.

Non-Medical cases include passengers who are:

  • Deaf,
  • Blind, 
  • Elderly,
  • WCHR, WCHS and WCHC passengers if the need for a wheelchair is not a result of a medical condition e.g. need for wheelchair because of old age, comfort, etc.
  • Paraplegics after rehabilitation training,
  • Arm or leg amputated; healed or under medical treatment,
  • Spasmodic paralysis without cerebral damage,
  • Handicapped by infantile paralysis,
  • Handicapped by underdeveloped/undeveloped limbs without impairment of brains,
  • With a fraction (arm or leg), e.g. skiing accident,
  • With external wounds/bums, after medical attention, unless they are large area wound/bums.

Note: in case of passengers with full plaster cast of less than 48 hours, medical clearance is required.

A medical case refers to a passenger with reduced mobility for whom medical clearance is required. The nature and extent of a passenger’s infirmity should be ascertained before the passenger’s booking is accepted and where necessary or when doubt, the Aegean’s Medical Department should be consulted regarding acceptance.

Medical cases include passengers:

  • whose conduct, mental status or physical condition may render them incapable of caring for themselves without assistance or who might be a risk to themselves, to other persons or to the safety of the flight,
  • with injuries of the skull/brain, with internal or large external injuries,
  • with spasmodic paralysis with cerebral damage, or with mental deficiency,
  • whose indented date of travel is earlier than 6 months after a heart infract or a stroke,
  • who are dependent during flight on special equipment or treatment (oxygen, respirator, incubator, infusions etc),
  • who cannot travel on a passenger’s seat with backrest in upright position (carriage of stretcher).

Where clearance by the medical department is required the passenger must be advised that the following “Forms for Passengers Requiring Special Assistance” shall be completed.

Medical information form - MEDIF



MEDIF is completed by the attending physician and contains detailed information on passengers’ condition that will enable Aegean’s medical advisors, to judge if and under what conditions the patient can be permitted to travel by aircraft as requested. These details will also help the Aegean Medical Department in issuing appropriate instructions for the patient’s care and the special circumstances of the requested air journey.

Authority


AEGEAN Medical Department may overrule advices made by the passenger’s private physician.

Forwarding


After completion the forms shall be returned to the reservations office that is in contact with the passenger. The reservations office shall forward them for clearance to Aegean Medical Department. To avoid unreadable forms the preferable way to send them is by e-mail. Forms may also be sent by fax.

Refusal criteria


Transportation can only be refused on the grounds of safety if the passenger’s disability is so severe that he is completely unable to assist in his own evacuation.

The following criteria might lead to refusal of medical cases:

  • Persons whose condition is such that the trip is likely to result in complications or death.
  • Persons requiring individual nursing or care during flight, if not accompanied by a suitable escort.
  • Persons who are malodorous because of their condition or who have other unpleasant
    characteristics likely to offend fellow passengers.
  • Persons who, because of their physical or medical condition, might be a threat to the safety of other passengers, their property, the aircraft or crew.
  • If the doctor treating the condition refuses to provide information of any kind about the disease.

Escorts


If travelling as a group, certain PRM categories must be accompanied by able bodied escorts, unless otherwise agreed by the responsible departments. Generally, the number of escorts required depends on the ability of the PRMs to reach the aircraft emergency exits – with or without assistance. Medical cases must always be accompanied.

Persons less than 15 years of age do not qualify as escort. The Aegean Medical Department may grant exceptions. 

The Escort must be:

  • Physically able to: Move the disabled passenger to the emergency exit and assist the passenger during boarding and embarkation/disembarkation.
  • Familiar with: The condition of the disabled passenger. Any assistance needed during the entire journey (meals, way to and use of toilets, medication, assistance in case of flight irregularities etc.

Escorts Seating


The escort must be seated in the same compartment and next to the disabled passenger.

Escorts may not travel on a seat available basis.

Un-notified and emergency cases


If medical clearance is needed but was not requested, or is needed for an emergency case, then request medical clearance on the spot. In such cases the check-in supervisor may contact over the phone for medical clearance. If on the spot medical clearance is not possible (lack of time, outside office hours etc.), then the passenger cannot be accepted.

Note: Medical clearance by phone is not permitted when another carrier is involved.

Validity of medical clearance


Medical clearance is only valid for the flight(s) and date(s) specified on the clearance (there is no minimum or maximum validity).

Clearance granted is only valid in normal circumstances. If a serious deterioration of the medical condition took place in between the time of clearance and the actual flight, new clearance must be requested.

Medical clearance given by passenger’s private physician over the phone is not permitted.

The medical department must be in possession of the completed forms at least 48 before departure. To avoid unreadable forms the preferable way to send them is by e-mail. Forms may also be sent by fax.

B. Handing of PRM’s 

 

1. Preflight arrangements


To allow sufficient time for proper arrangements of PRMs, the booking request must reach our Inventory Department not later than 48 hours before the departure of the flight. Passengers are advised through our website and any other possible means our Company uses and the request can be made online, through Aegean and Olympic Air websites or through our Call Center.

2. Handling at check-in 


PRM’s should receive preferred treatment to shorten queuing times and to allow sufficient time for their handling arrangements they must arrive at the airport at least 60 minutes before their flight, or earlier if specified by the airport authorities. They also can check-in online 48 hours before their flight and print their boarding pass at the airport.

Designated PRM points are available in all airports and designated Check-in Counters, displaying “Special Services” note.

Also, in addition to the normal baggage tag, a Priority label and a Special Services label should be attached to ensure that no unnecessary delay will occur to the arrival airport. 

3. Handling on board 


The presence of all categories of passengers with reduced mobility, their escorts and any special arrangement made for them, while on board shall always be referred to the pilot in command.

4. Maximum number of PRM per aircraft


The number of passengers with reduced mobility may not be limited on Aegean flights, except where required for safety reasons or if applicable governmental safety regulations limit such numbers, but must not be greater than the number of passengers without reduced mobility or any kind of disability, booked on the flight.

The maximum number of PRMs on a flight must be no greater than the 49% of booked passengers without reduced mobility or any kind of disability.

5. Acceptance Exceptions


A. Acceptance to carry or continue to carry, may be refused to passengers:
a. whose carriage because of their physical or medical conditions, on the basis of established facts, could pose a threat to the safety of other passengers and their property, the aircraft or the crew; and/or
b. who refuse to, or do not submit themselves to the specific conditions of carriage to meet safety requirements established by international, Community or national law or in order to meet safety requirements established by the authority that issued the air operator's certificate to the air carrier concerned;

B.  Acceptance to carry or continue to carry may be refused to passengers when engaged in interline transactions for carriage, or commencing/continuing interline transportation of disabled persons:
a. whose conduct, status, mental or physical condition is determined by Aegean Medical Department to be such as to render them incapable of assisting in their evacuation of the aircraft (e.g. persons travelling in a stretcher or incubator, persons with severe mobility impairment, persons with severe hearing and vision impairment) unless they are accompanied by an escort who will be responsible for them and their needs on enplaning and deplaning during flight, and during emergency evacuation,
b. who may be a source of infection, in the case of certain diseases of public health significance, or
c. whose carriage, even with the implementation of special precautions, might cause unusual hazard or risk to themselves or to other persons and property, or
d. who cannot use the standard airline seat, either in a sitting nor reclining position, e.g. stretcher cases, for the class of service desired. Persons requiring transportation on a stretcher should follow our procedure.

Notes: 

  • The blind or deaf passengers, travelling unescorted do not require an assistant.
  • For passengers who are both blind and deaf the assistant is required.
  • The blind passengers may carry at no charge a guide dog. In such a case only two blind passengers are allowed.

6. Handling at transit station 


If locally permitted certain categories of passengers and their escorts may stay on board during transit:

  • Passengers needing special assistance
  • PRMs
  • Passengers on stretchers and their escorts.

7. Seating restrictions 


Seats are normally pre-assigned by the reservations department.

For safety reasons, PRMs may never be allocated, neither occupy, emergency exit and the adjacent rows.
Passengers who can move without assistance may in principle be seated according to their own request (e.g. near the toilets).

8. Loading of medical equipment


Special equipment, which is required by PRMs in connection with their journey, but not carried in the passenger cabin shall be loaded in baggage holds in such a way that it is easy to access and return to the passenger.

Such items must be properly identified and tagged with a “Direct Delivery to the Customer” label.

9. Medical equipment


AEGEAN provides the following equipment for the carriage of medical cases:

  • Stretcher
  • Wheelchairs

A. Strecher

  • A stretcher is used when a passenger requires transportation on a stretcher.
  • Passengers on stretchers are persons with reduced mobility and a medical clearance is required accordingly.
  • AEGEAN will accept stretchers, for transportation on both domestic and international services, strictly on Aegean’s operating flights only.
  • The stretcher (total weight: 22.5 Kgs with its bag and 5 Kgs more with the curtain installed) is suitable for installation on all Aegean A320 and A321 aircraft.
  • For the installation on A320 Fleet, at least three rows should be available. Stretcher can be accomplished on seats: NO: 26-29 DEF or NO: 32-34 DEF for A320 and A321 aircraft respectively.

B. Stretcher equipment

Stretcher equipment consists of the following items:

  • Stretcher (May be used on only board).
  • Sanitary kit containing sheets, and a pillow.

C. Handling Procedure

  • The stretcher passenger shall be embarked prior to the other passengers.
  • The stretcher passenger shall be disembarked after the other passengers.
  • Stretchers may not be used for transportation outside the aircraft.
  • Passengers must arrange an ambulance service for transportation to/from the aircraft. Ambulance access to/from the apron must be coordinated with the station responsible.

10 A. Wheelchairs


There are the following three types of wheelchair passengers:

  • WCHR: Passenger who can walk up and down stairs and move about in an aircraft cabin, but who requires a wheelchair or other means for movements between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal.
  • WCHS: Passenger who cannot walk up or down stairs, but who can move in an aircraft cabin, and requires a wheelchair to move between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal.
  • WCHC: This category covers a wide range of passengers. It includes those who cannot move at all, who can move only with the help of a wheelchair or any other means and who requires assistance at all times from arrival at the airport to seating in the aircraft or if necessary in a special seat fitted to their specific needs, the process being inverted at arrival. This category also includes passengers with a disability only affecting the lower limbs who require assistance to embark and disembark and to move inside the aircraft cabin, but who are otherwise self-sufficient and can move about independently in their own wheelchair at the airport.

B. Company wheelchairs

At each station an adequate number of wheelchairs should be available for moving invalid and incapacitated passengers.
Transportation of wheelchairs is free of charge.

C. Passenger owned wheelchairs

No charge for transportation of owned wheelchairs is applied.
The wheelchair must be name-labeled.

D. Types of Wheelchairs

There are three types of wheelchairs:

  • Wheelchairs with non-spillable wet battery or lithium battery
  • Wheelchairs with spillable wet battery
  • Wheelchairs with lithium ion battery

E. Acceptance

 

  • Wheelchair with non-spillable wet battery or lithium battery

Although not strictly required, pre-notification is recommended. The following packing rules apply:
‐ The battery must be disconnected.
‐ The battery terminals must be insulated to prevent accidental short circuits.
‐ The battery must be securely attached to the wheelchair.

  • Wheelchair with spillable battery

Not accepted for carriage.


  • Wheelchair with lithium ion battery

Pre-notification is required. The following packing rules apply:
‐ The battery must be removed and carried in the cabin.
AEGEAN accepts wheelchairs with collapsible lithium batteries. In that case battery must be removed and carried in the cabin. Battery must be up to 300Wh in case of one and in cases of two up to 160Whs each.

11. Portable oxygen concentrators (POC)


AEGEAN is accepting the use of battery driven Portable Oxygen Concentrators

(POC) on board under following conditions:

  • Electrically driven POC’s are not accepted.
  • Use of a POC on board must be requested latest 48 hours before departure.
  • A medical clearance has to be given by Aegean Medical Department; otherwise the passenger needs to be refused.
  • The POC equipment must be approved by Aegean Medical Department
  • The passenger is advised to fill in the MEDIF form and indicate the brand name and type of the POC.
  • Beside the MEDIF, the passenger has to sign the form: “Medical Statement: Portable Oxygen Concentrators” which informs him about his responsibilities using a POC on board. 
  • It is the passenger’s full responsibility to carry on the flight a sufficient number of extra batteries for 150% of the flight time.
  • Due to the risk of a shortcut each spare battery has to be packed separately in a container. The crew is advised to check up on it.
  • Seat the passenger preferably on a window seat. Seating on a bulkhead seat or in the emergency exit row is not allowed.
  • Portable oxygen concentrators (POC) are considered assistive devices. They do not count toward cabin baggage limits, whether or not they are used on board. They must be able to fit underneath the seat or in an overhead compartment.

The list of accepted devices as follows:

  • AirSep "Lifestyle", manufactured by the AirSep Corporation
  • AirSep "Freestyle", manufactured by the AirSep Corporation
  • Air Sep “Focus”, manufactured by the AirSep Corporation
  • Air Sep “Freestyle 5”, manufactured by the AirSep Corporation
  • (Caire) SeQual eQuinox / Oxywell (model 4000)
  • Inogen One, manufactured by the Inogen Corporation
  • Inogen One G2, manufactured by the Inogen Corporation
  • Inogen One G3, manufactured by the Inogen Corporation
  • Respironics EverGo, manufactured by Respironics Inc.
  • Respironics SimplyGo, manufactured by Respironics Inc.
  • SeQual Eclipse, or SeQual Eclipse 2, manufactured by SeQual Technologies Inc.
  • SeQual SAROS, manufactured by SeQual Technologies Inc.
  • Delphi RS-00400 / Oxus RS-00400
  • DeVilbiss Healthcare iGo
  • lnova Labs LifeChoice Activox
  • International Biophysics LifeChoice / lnova Labs LifeChoice
  • Invacare XPO2
  • Invacare Solo 2
  • Oxylife Independence Oxygen Concentrator
  • Precision Medical EasyPulse
  • VBox Trooper

Note: The above-mentioned list is subject to constant updates therefore always refer here for the most updated version.

12. Gaseous oxygen cylinders


Usage of Gaseous Oxygen Cylinders for medical use on Aegean flights is allowed under the following conditions:

  • The oxygen cylinder must not exceed the maximum capacity of 5kg gross weight.
  • The passenger must ensure that the valves are properly secured.
  • The oxygen cylinder must be stowed in a solid case under the front seat during the flight and if possible also during the usage.
  • The case must not exceed a maximum size of 55x40x23 cm and a weight of 8k.
  • No usage of the oxygen cylinder is allowed in the lavatory and during turbulence.
  • The passenger must follow the instructions of the Cabin Staff.
  • The passenger has to sign the form “Safety Instructions for Usage of Gaseous Cylinders for Medical Use on Aegean Airlines Flights”, which informs him about his responsibilities using the Gaseous Cylinders on board. 
  • Seating in the emergency exit row is not allowed.

Note: the limit of Gaseous Oxygen Cylinders and/or Portable Oxygen Concentrators allowed on Aegean flights depends on the flight time.