Assistance for passengers with disabilities or reduced mobility

For certain medical conditions, passengers may need to provide a completed, stamped, and signed statement from their physician. If you have a medical condition or are undergoing treatment that requires special attention, please complete the  MEDIF form.The link will be opened in a new browser tab

The MEDIF must be completed by your physician no more than 7 days before your departure flight. Once signed and stamped, please email it to specialassistance@ita-airways.comThe link will be opened in a new browser tab.

Please provide your booking code and attach the form. Our aviation medicine team will review and respond to your submission.

The passenger must keep a printed copy of their medical documentation available for airport checks if requested.

A completed, signed and stamped  MEDIF formThe link will be opened in a new browser tab from your attending physician must be submitted in the following cases:

• Passengers with conditions that may worsen during the flight
• Passengers requiring oxygen therapy or a stretcher onboard
• Passengers needing medical assistance during the flight
• Passengers who have recently undergone surgery
• Passengers using electronic medical equipment. (For POC cases, it is possible to submit a recent medical certificate confirming the passenger’s ability to operate the device, hear alarms, and respond appropriately. Otherwise, boarding with a responsible escort will be necessary.)
• High-risk pregnancies, twin pregnancies, or pregnancies at or beyond 32 weeks
• Premature infants or newborns (under 7 days old)

Passengers with cognitive, intellectual, neurological, or development-related disabilities (identified as DPNA) must present a medical certificate (click here for the required templateThe link will be opened in a new browser tab) completed and signed by a neurologist, psychiatrist, or neuropsychiatrist specializing in psycho-physical fitness certificates for travel in pressurized cabins, including an assessment of the potential need for in-flight assistance.

Important: Boarding will not be permitted for passengers with infectious or contagious conditions.

When booking your flight, please inform us if you need to transport a wheelchair (manual, electric, or foldable) or any other mobility equipment, especially if it includes an attached battery.

While ITA Airways strives to ensure the safe transport of all mobility aids, certain limitations may apply For more details, click hereThe link will be opened in a new browser tab. To help us properly transport your mobility equipment, download the Powered Mobility Aid information formThe link will be opened in a new browser tab, provide it to the responsible staff or attach it to your mobility equipment.

When traveling with your mobility equipment, it must be compatible with the aircraft’s cargo compartment door dimensions.

When traveling with your mobility aid, it must be compatible with the dimensions of the aircraft’s cargo door.

Size of the cargo bin door (cm):

If you prefer, you can request assistance between check-in and the boarding gate or aircraft at your departure, transit, or arrival airport. Depending on the airport, you can request a wheelchair for your mobility needs.

At most airports, your wheelchair will be collected at check-in, tagged, and checked as baggage. We recommend arriving at least 2 hours before departure to ensure smooth assistance arrangements. If your wheelchair is checked, we will make every effort to return it to you as close to the aircraft door as possible. If this is not feasible, we will provide an ITA Airways wheelchair for your comfort until your personal wheelchair is available upon arrival.

For wheelchair-dependent passengers in transit at FCO – Fiumicino Airport, the minimum required connection time is 45 minutes for departures within Schengen Treaty countries and 60 minutes for flights to non-Schengen Treaty countries. 
For further details, please contact our customer service center.

If you depart from FCO – Roma Fiumicino Airport and have a disability or wheelchair ID badge/credential, you can access the Z.T.L. (Limited Traffic Zone) area in front of the terminal doors free of charge. Additionally, to extend your drop-off time beyond the standard 15 minutes, complete the online formThe link will be opened in a new browser tab on the A.D.R. website.

For longer stays, A.D.R. offers free parking spaces. Click hereThe link will be opened in a new browser tab for more details.

All of our aircraft are equipped with onboard wheelchairs to assist passengers in moving between their seat and the lavatory (and vice versa). Please note that flight attendants are unable to provide assistance inside the lavatories. Airline partner aircraft may not offer this service; therefore, we recommend that you contact our customer service center before your ticket is issued.

There are a few instances where our customers may need an onboard escort if you are:

• Unable to understand safety guidelines
• Unable to fasten and unfasten seat belts
• Unable to put on and fasten the life vest
• Unable to put on your own oxygen mask
• Unable to get around on your own and reach the emergency exit without help

The escort must be 18 years of age or older (in the Brazilian market) and be fully physically and mentally capable of assisting you, including in cases involving delays, flight irregularities, escorting you to the lavatories, helping administer medications, and meals. We offer a special discount to this companion in accordance with ANAC Resolution 280/2013The link will be opened in a new browser tab.

If you are immobilized with a cast, be aware that it is not recommended to travel by air within the first 48 hours after it is applied. If you have been immobilized with a cast for less than 24 hours, you will need to complete MEDIFThe link will be opened in a new browser tab.

If you require a seat belt extender or an extra seat, please contact our customer service center. We will check the availability and costs of these services. The standard width dimensions of our Economy cabin seats range between 41 and 46 cm. Please note that the purchase of an extra seat will only be possible in the Economy cabin. This service is not offered in the Premium and Business cabins. Please be advised that for security purposes, passengers requiring extra seats or extension belts will not be able to occupy seats next to emergency exits.

For the added comfort of our passengers who require a wheelchair or have mobility difficulties, all aisle seats on our aircraft have a movable armrest. If you need to board with an escort, we will prioritize assigning this seat next to you. However, depending on the occupancy of our aircraft, we may accommodate your companion in the rows immediately behind or in front of yours.

Passengers traveling with a guide dog on domestic or intercontinental flights will be seated in the first row of the economy cabin to ensure the animal’s comfort and accommodation. For flights with a divider between the business and economy cabins, due to physical space, we will offer a seat next to the aircraft aisle.

People who cannot bend their legs and knees or who cannot keep the seat in the upright position during takeoff, landing, or in situations where turbulence occurs, should contact our customer service center for stretcher service verification.

Please be advised that seats located at emergency exits cannot be assigned to passengers with reduced mobility or passengers who are unable to communicate with the crew.

If you have suffered any injury that makes it impossible to move your lower limbs or that prevents you from sitting in an upright position during takeoff, in the event of turbulence, or during landing, it is mandatory to board using a stretcher. Stretchers are only available in economy class. Please note that this service is subject to availability. Please contact our customer service center to verify the availability of this service on the desired flights as far in advance as possible.

Please make sure to request the service at least 5 days before your departure flight so we can arrange the necessary procedures for your boarding. Please note: The MEDIF form must be completed, signed, and stamped by your attending physician. Boarding will only be permitted after review by our Aeronautical Medicine Department. Once the forms have been completed, please send them with the medical certificates to specialassistance@ita-airways.com. If you have any questions, please do not hesitate to contact our customer service center.

If you require oxygen therapy onboard our flights, please call our customer service center so we can check availability for the desired flights. ITA Airways’ standard flow is 4 ltm. We do not offer this service to customers on the ground, regardless of the airport. As an alternative to the equipment provided by ITA Airways, you may use your own oxygen concentrator (POC). Please contact our customer service center.

Please make sure to request the service at least 5 days in advance. 
You will need to complete the MEDIFThe link will be opened in a new browser tab form, plus an aptitude test completed by a specialist physician. Please note: The MEDIF form must be completed, signed, and stamped by your attending physician. Boarding will only be permitted after review by our Aeronautical Medicine Department. Once the forms have been completed, send them with the medical certificates to specialassistance@ita-airways.com. If you have any questions, please do not hesitate to contact our customer service center.

Portable medical devices comprise all small, battery-powered electrical/electronic equipment used for medical diagnosis, treatment, and monitoring of passengers’ health. Please inform ITA Airways, through our customer service center, if you need to use such devices, indicating the brand, model, and type of power supply.

Passengers using FAA-approved portable oxygen concentrators (POCs) or other medical equipment may submit—as an alternative to the MEDIF form—a physician’s certificate confirming the required oxygen flow rate and the passenger’s ability to see/hear the device’s safety signals and respond appropriately. If this is not the case, a travel escort is required.

After receiving ITA Airways approval for portable medical devices or small electrical/electronic equipment, you must comply with the following regulations:

• The battery must be carried in carry-on baggage;
• The battery must be individually packaged and protected from short circuits.
• A sufficient number of batteries must be transported for the duration of the flight, taking into account any delays (approximately 150% of the flight duration).

For lithium batteries:

• In case of alkaline or lithium batteries, the lithium content must be greater than 2 g but less than 8 g and the watt-hour rating must be less than 100 Wh per battery;
• For lithium-ion batteries, the watt-hour rating must be greater than 100 Wh but less than 160 Wh;
• Batteries used must be of a type that complies with the regulations of the United Nations Manual of Tests and Criteria (Part III), subsection 38.3.