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Disabled Passengers Who Need Assistance
Home > Information Inquiry > Travel Preparation > Special Assistance
Disabled Passengers Who Need Assistance
Passengers Traveling With a Wheelchair


On flights operated by Air China, a wheelchair service is available for passengers with a mobility impairment or an injury. Air China staff will assist passengers to transfer from the check-in area to the boarding area using a wheelchair. In addition to the specified free baggage allowance, passengers are eligible to check in a wheelchair or another assistive device free of charge.

1. Ground Wheelchair Service

We provide a ground wheelchair service for passengers who are able to get on and off the plane by themselves and can walk to their seats in the cabin, and who only need to use a wheelchair to travel between the terminal, the tarmac and the aircraft. These passengers include elderly passengers aged 65 or over on the day of the scheduled departure, disabled passengers, as well as injured or ill passengers suffering from reduced mobility or leg injuries.

If you need to book this service, please submit a request before the deadline indicated below, either through the Air China app, official Air China website, Air China hotline, an Air China direct ticket sales departments, or sales agents. Please bring the relevant documentation to the airport for inspection during check-in:

(1) Request Deadline

A. For domestic routes (excluding: Hong Kong, China; Macau, China; Taiwan, China): please submit a request by 16:00 (inclusive) one day before the scheduled flight departure.

B. For international routes and routes departing from or arriving in Hong Kong, China, Macau, China, and Taiwan, China, please submit a request at least 48 hours (inclusive) before the scheduled flight departure.

(2) Request Documentation

For domestic routes, passengers must provide proof of disability or proof of injury/illness (original, copy, scanned, or photographed) issued within ten days (not including the day of departure) before the scheduled flight departure and signed/stamped by a doctor. Documentation must prove that the injury/illness has caused the passenger to suffer from reduced mobility.

Passengers are not required to provide proof of disability or injury/illness if their disability or reduced mobility is clearly visible, or if the passenger is aged 65 or over. The restrictions outlined in this paragraph do not apply to passengers traveling on international routes.


2. Boarding Wheelchair Service

We offer a Boarding Wheelchair Service for passengers whose mobility impairment means that while they are able to move to their seat in the cabin unaided, they are unable to board/disembark the aircraft. Passengers who require this service can submit a request via the Air China app, through any Air China direct ticket sales department or sales agent or by calling the Air China Hotline at least 48 hours (inclusive) before the scheduled flight departure.

We offer an On-board Wheelchair Service for passengers with a Level 1 or Level 2 physical disability. A Level 1 or Level 2 physical disability means that an individual is unable/mostly unable to complete everyday activities unaided.


3. On-board Wheelchair Service

We are able to provide an On-board Wheelchair Service for passengers who are unable to mobilize independently on Air China operated flights to/from Chengdu, Hangzhou, Tianjin, Chongqing, Shanghai, Wuhan, Guangzhou, Dalian, Hohhot and Beijing. This service can help passengers get into and out of seats, move to and from the lavatory and so on.

In accordance with CAAC flight safety requirements, only a certain number of unaccompanied passengers who require the On-board Wheelchair Service may be accepted per flight. The number of passengers that may be accepted per flight is dependent on the aircraft type. Passengers who require the On-board Wheelchair Service can submit a request within the following timeframes via the Air China domestic website, or through any Air China direct ticket sales department or authorized sales agent.

A. Passengers traveling on routes to/from Africa, Central America and South America (including Havana) should submit their request no later than 72 hours (inclusive) before the scheduled flight departure.

B. Passengers on all other routes should submit their request no later 48 hours (inclusive) before the scheduled flight departure.

Upon booking, disabled passengers who submit a request for the On-board Wheelchair Service must provide a medical certificate dated within 10 days (not counting the date of departure) of their first scheduled flight departure. Upon check-in, passengers must provide a medical certificate dated within 72 hours of the scheduled flight departure (24 hours before the scheduled flight departure for routes to/from Tibet). Medical certificates must be true, valid, issued by a doctor or a medical institution at or above county level and do not have to include the words "fit for travel."

For passengers who have undergone surgery, proof of surgery will also be required. Due to health and safety considerations, we can only accept passengers who have undergone surgery if their surgery was conducted at least 10 days prior to the scheduled flight departure (not counting the date the surgery took place).

4. Service Restrictions

To ensure your safety and comfort and that of any accompanying personnel, your wheelchair is reserved for use by you alone. Please do not carry infants/children or any baggage that would exceed the baggage restrictions of your fare class when using the wheelchair. When transporting a passenger via wheelchair, accompanying personnel cannot supervise children or baggage. Thank you for your understanding. Any baggage that exceeds the restrictions for unchecked baggage in your fare class must be checked in.

For more information on restrictions for checked and unchecked baggage, please refer to Baggage Services.

 

★ Special Note: Carriage of Injured or Ill Passengers

(I) For the health and safety of themselves, other passengers and crew members, injured or ill passengers should consult a doctor before planning a trip. The following injured or ill passengers are required to provide a true and valid medical certificate that clearly states "fit to fly" issued within 10 days of departure and signed or stamped by a doctor:

A. Passengers traveling on a stretcher.

B. Passengers that require the use of a portable oxygen concentrator (POC) throughout the flight.

C. Passengers who require medical attention or need to use medical equipment during the flight to keep them fit to fly.

D. Passengers who are known or suspected to have serious infectious diseases other than the major infectious diseases, who may endanger the health and safety of other passengers or crew members.

E. Passengers who have had surgery in the past 10 days (not including the day of surgery). (This requirement does not apply to routes to and from the United States.)

Even if you provide a certificate, we reserve the right to decide whether to let you travel at check-in based on your physical condition and the actual flight operation.

(ii). Passengers must request the stretcher service for their journey if they are unable to sit in a standard aircraft seat for any reason (e.g. cannot bend knee/hip joints due to arthritis) or if they are unable to sit in an upright position during takeoff and landing and no satisfactory alternative is available. Once we agree to the request and make the relevant arrangements, they can travel.

 
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