Wheelchair service

DAE uses three "Special Service Request" (SSR) codes which are entered into your booking. All airlines use these to help identify just what level of assistance you require (if any). Our staff may ask you questions about your ability to transfer into and out of the aircraft seat and will enter the code most appropriate to your needs into your booking. DAE offers wheelchair service to its passengers at no charge.

• Ramp (WCHR)
  Passengers who are able to ascend/descend aircraft steps and make their own way to/from the cabin seat.
• Steps (WCHS)
  Passengers who are unable to ascend/descend steps, but are able to make their own way to/from the cabin seat.
• Cabin (WCHC)
  Passengers who are completely immobile and require carrying or support to/from the cabin seat.

Assistance requests made for medical reasons should be accompanied by a Medical Information (MEDIF) form completed by your physician.

All wheelchair requests should be made at the time of booking, but in all other events no later than 24 hours before your flight, in order for us to ensure availability of the service you require.

If you choose, your own wheelchair may be checked-in and you will be provided with an airport wheelchair and assisted by staff to get to your aircraft seat. Airport wheelchairs may be in great demand during busy travel periods. We sincerely apologise for any inconvenience should you have to wait for wheelchair service during peak periods. You may also choose to remain in your own wheelchair until you reach the door of the aircraft. Your chair will be tagged at check-in and taken to the baggage hold from the aircraft door.

Your personal wheelchair will be carried in the cargo compartment at no extra charge, excess baggage charges may apply for additional equipment carried. Please ensure they are labelled with your name and address, (we can assist with this if required).

As many wheelchairs are uniquely designed for your personal requirements it is helpful to have written user instructions attached so our staff can pack, stow, and reassemble your wheelchair as carefully and quickly as possible.

Key points to show are:

• How to fold the seat back
• How to disconnect the battery (if required)
• How to release the gears to allow the wheels to spin freely
• How to remove the “controller / joystick”

Dry cell, non-spillable battery powered wheelchairs can be accepted provided that prior approval is obtained from DAE no later than 72 hours before the flight and the terminals of the battery are insulated to prevent accidental short circuits. The battery must be securely attached to the wheelchair. DAE does not accept the carriage of wet cell battery wheelchairs.

Service dogs

Service dogs (including guide dogs) are those that have been individually trained to perform functions and have an innate ability to assist you with your disability.

A service dog may travel in the cabin if it accompanies a passenger who is dependent upon it and if it is properly harnessed. Prior approval from DAE must be obtained by the passenger at a minimum of 72 hours before flight departure.

Important information regarding service dogs:

• Only one service dog / emotional support dog is permitted per passenger with a disability.
• Due to the size of our aircraft and our requirement under Civil Aviation Authority regulations to have the aircraft aisle clear at all times the total number of service dogs carried on a particular flight is limited to one. We apologise in advance if we are unable to accommodate you and your dog on the flight you prefer. We will do all possible to accommodate you on the next available service.
• Most countries have strict animal import regulations which must be adhered to including pre-approval for travel. Failure to provide details of the required documentation during the booking and check-in process may result in your dog not being permitted to travel. The passenger is at all times responsible for complete and accurate documentation.

Oxygen

DAE cannot accept passengers who require constant use of oxygen during the flight. Under strictly controlled circumstances, DAE may permit the use of medical oxygen onboard if required by your physician. DAE does not provide oxygen, but will accept oxygen supplied by an authorised medical supplier. Liquid oxygen may not be transported at any time, as it is forbidden for transport by air.

Prior approval for in-flight use of medical oxygen must be obtained from DAE by the passenger at a minimum of 72 hours before flight departure. In order to process your request, DAE will require a Medical Information (MEDIF) form (link to PDF file) to be completed by your physician.

Unaccompanied minors

Children older than 6 six years may travel unaccompanied, provided the child does not require additional care such as toileting, feeding or administering of medicine. If you are concerned that your child has a medical condition that may be affected by the flight please seek medical advice. Our staff will do all they can to ensure a safe and comfortable journey however they cannot administer medication or be responsible for ensuring your child takes medication at a specific time.

An unaccompanied minor between the ages of 6 and 13 will be escorted by ground personnel from check-in to their seat on the aircraft. On board the child will be in the care of DAE cabin crew. Supervision and assistance will also be provided if your child is making connecting flights on the same day. On arrival your child will be escorted from the aircraft, through the arrival formalities and handed to the person you have nominated.

In order that we can take the best possible care of your child, you will need to provide information including contact details of guardians at both ends of the journey and for any person meeting your child at stopover points. Should any of these details change it is important to let DAE know prior to dropping off or picking up of the child. You must present a completed Unaccompanied Minor form at check-in at the airport.

Travel as an unaccompanied minor is charged at the best available adult fare and does not attract any additional charges. In order to book an unaccompanied minor, please contact our callcenter or your local DAE office.