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Special Assistance

If anyone in your party requires special assistance due to a disability or has difficulty walking, please complete the Special assistance and mobility aid request form no later than 48 hours prior to departure. A completed copy of this will be sent to you after completion and a member of our customer support team will confirm that all necessary measures have been taken.

Passengers with special needs are those whose mobility is reduced due to physical incapacitation whether this is sensory or locomotory, intellectual deficiency, age, illness or any other cause of disability.

Wheelchair assistance can be provided to and from our aircraft. Please note a ‘lift on’ service is limited to certain aircraft types and on the smaller types of aircraft such as the Jetstream 41, passengers must be able to walk the aircraft stairs unaided. Due to health and safety reasons we are limited to the number of passengers with special requirements we can carry per flight. Wheelchairs/mobility aids will be carried free of charge and in addition to the normal free baggage allowance (subject to space availibity). Special arrangements need to be made and confirmation obtained for the wheelchair/mobility aid to be carried.

Guide Dogs
Eastern Airways regrets animals, other than guide-dogs for passengers with disabilities. Guide-dogs are carried free of charge.

Carriage of Mobility Aids
We will carry up to two pieces of mobility equipment per person free of charge in the aircraft hold subject to capacity of the operating aircraft. If you are carrying a manual aid which weighs over 32kgs, please inform our call centre on +44 (0)1652 680600 or email customersupport@easternairways.com 

Motorised Mobility Aids
Battery powered mobility aids can only be carried when they are for use by a passenger whose mobility is restricted by their disability, their health or age, or a temporary mobility problem (e.g. a broken leg).

Subject to acceptance, there are limitations depending on aircraft type, and devices shall be accepted on a first come first served basis.   

We can accept 1 device per flight, up to 32kg, on the Jetstream 41.

We can accept no more than 2 devices weighing a maximum of 40kg each on the ATR and the Embraer.  

 

To assist with the safe stowage of your wheelchair, please provide us with sufficient information at least 48 hours before you travel. To do this please complete the Special assistance and mobility aid request form. 

The type of wheelchair you have will determine how we are able to load your wheelchair on to the aircraft.

Within the EU it is the responsibility of the airport operators to assist anyone with a disability during their time at the airport. Airlines must provide the airport operator with advance information so that the appropriate service can be offered. To enable us to pass your request to them, please contact us as soon as possible with the details of your device and no later than 48 hours before travel.

Before an electric mobility aid is loaded onto our aircraft, Eastern Airways must be satisfied that the mobility aid has been made safe in accordance with the ICAO Technical Instructions. If we are unable to be satisfied or where it is established that the electric mobility aid has not been made safe, Eastern Airways will refuse carriage of the mobility aid. In such circumstances Eastern Airways is not under obligation to render it safe. Other factors which could prevent the carriage of an electric mobility aid are: the mobility aid dimensions exceeding cargo door dimensions, the tare (unladen) weight of the mobility aid exceeding the aircraft loading limitations after all possible load-spreading options have been considered and insufficient space being available on the aircraft at the time your booking is made.

Regardless of the type of battery your mobility aid or wheelchair uses, we will need the following information before you travel:

  • Make and Model
  • Type of battery
  • Number of batteries
  • The TARE (un-laden) weight
  • Dimensions (i.e. length x width x height)
  • Instructions for preventing inadvertent operation (see below for your specific battery type)