Special Assistance

Every guest is special, but we go the extra mile for the extra special guest.If you have any health or mobility worries about your flight, you’ll find the information you need for a smooth journey right here..

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Guests with walking disabilities

For guests who require assistance with mobility, we are open to making special arrangements to ease their journey, such as allocated front seating and wheelchair-friendly services. Should you need assistance with a disability or any additional ground or in-flight support, please notify our service staff beforehand.

Note: More critical cases of passengers with walking disabilities may require medical clearance from a doctor before they are allowed to fly. To find out more, please enquire with us via Call Centre at (+66) 2-529-9999 (7am to 8pm daily, GMT +7) or email [email protected]

Diabetic guests

If you are diabetic, you are allowed to carry sufficient insulin, syringes and hypodermic needles onboard as part of your handcarry. However, the items must be accompanied with a doctor’s letter confirming the requirement to carry the items. Please note that these items must not be disposed of onboard the aircraft.

As diets for diabetics vary considerably, please inform us at least 24 hours in advance of your meal requirements to be prepared by catering.

Guests who are unfit for travel

Some medical conditions are generally not unacceptable for air travel, such as:

• Anaemia of severe degree
• Severe cases of otitis media and sinusitis
• Acute, contagious or communicable diseases
• Myocardial infarction within 6 weeks of on-set/congestive cardiac failure
• Severe respiratory disease or recent pneumothorax
• Hypertensive disease with severe complications
• Peptic ulceration with recent haemorrhage within 3 weeks
• Post-operative cases: 
• Fractures of the mandibles with fixed wiring of the jaw
• Skin diseases which are contagious or repulsive in appearance
• Mental illness without escort and suitable medication for the journey
• Uncontrolled seizures unless medically escorted
• Expectant mothers beyond 35 weeks (for international travel) or 36 weeks (for domestic travel) of pregnancy
• Infants within 7 days of birth
• Introduction of air to body cavities for diagnostic or therapeutic purposes in the past 7 days

Assistance for incapacitated passengers

For the safety of our passengers and to maintain a precautionary standard for our flights, we may not allow certain passengers to fly with us. Guests who fall in the following incapacities or disabilities must be subject to medical clearance before being accepted for travel:

• Those suffering from any disease believed to be actively contagious, communicable and pose a risk to other passengers
• Those who, because of certain diseases or incapacitations, have the potential to develop unusual behaviours or physical conditions which could have an adverse effect on the welfare and comfort of other passngers and/or crew members
• Those who would require continuous medical attention and/or special medical equipment to maintain their health during a flight
• Those whose medical condition may deteriorate during or because of the flight

To check whether you or a companion is medically fit to fly with us, please enquire with our staff via email at [email protected] or contact our call centre Tel: +66 2 529 9999 from 7am to 8pm (GMT +7) daily.