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Assistance

ITA Airways assistance service for reduced mobility passengers or passengers with other disabilities. All necessary information.

ASSISTANCE

If you are a passenger with disabilities or with reduced mobility, you can request assistance when booking your flight or at a later stage by contacting the ITA Airways Dedicated Team from a landline or mobile phone from Italy at the toll-free number 800 936090 (Monday- Friday 9am-8pm; Saturday, Sunday and holidays 9am-5pm CET) no later than 48 hours before your flight’s departure. To contact us from abroad, please click here

Please be informed that if the flight is operated by a third-party airline, some assistance services may not be available or may be different (e.g. wheelchairs on board).

Please contact our Dedicated Team at the above contact numbers and times for more details on your specific flight.

Assistance for persons with disabilities or reduced mobility

To guarantee a service tailored to your requirements, the request for assistance for passengers with disabilities or with reduced mobility must be made to ITA Airways during the flight booking process or at a later stage, but no later than 48 hours before your flight's departure.

Whether at booking or later, it is important to specify to our Dedicated Team the type of assistance required, as described below. For those with multiple disabilities, more than one type of assistance may be requested.

WHEELCHAIR ASSISTANCE TO AND FROM THE AIRCRAFT
Passenger who can walk independently inside the aircraft and descend and ascend stairs but needs a wheelchair or other means of transport for long distances inside the terminal.

WHEELCHAIR ASSISTANCE TO AND FROM THE AIRCRAFT AND WITH STAIRS
Passenger who can walk independently inside the aircraft but cannot descend or ascend stairs and needs a wheelchair or any other means of transport for long distances inside the terminal.

WHEELCHAIR ASSISTANCE FOR PASSENGER TRAVELLING WITH OWN MOBILITY AID
Non-ambulatory passengers, who can travel with their own wheelchair and require assistance from the moment of arrival at the airport, during all phases of boarding and disembarkation of the flight, including when on board the plane until the end of the flight and upon arrival at their destination.

HEARING ASSISTANCE
Passengers with partial or total limitations of hearing who requires communication assistance in the terminal and on the plane.

VISION ASSISTANCE
Passenger who is blind or low vision who requires assistance with wayfinding and communication in the terminal and on the plane.

INTELLECTUAL/DEVELOPMENTAL DISABILITY ASSISTANCE
Passenger with cognitive, intellectual, or developmental disability who requires assistance in the terminal and on the plane.

PASSENGER OF LARGER SIZE
If you think that your seat in economy class is not sufficient for your comfort, you can consider purchasing a higher class of service (if available) or an additional adjacent seat.

Please request assistance when booking your flight or at a later stage by contacting the Dedicated Team, and in any case no later than 48 hours before your flight’s departure.

Requests for assistance must be made to:

  • Arrange assistance at the airport during boarding, disembarkation and/or transit
  • Carry your own wheelchair (manual or electric)
  • Carry special medical equipment
  • Carry a service dog in the cabin

Once on board, the assisted passenger will be accompanied to his/her allocated seat.  For safety reasons, emergency exit seats are not available to passengers requiring assistance. Safety briefings will be provided in audible and visible formats at the seat.

Passenger rights and responsibilities

It is important to notify ITA Airways of your request for assistance no later than 48 hours before your flight’s departure.

This will allow the operator to notify in a timely manner all the parties involved to ensure appropriate service during all the phases of your journey.

A passenger who requested assistance must arrive at ITA Airways check-in counters, at least 2 hours before the flight departure time.

Should the request for assistance not have been made in advance, ITA Airways, together with the Airport Operator, shall make all reasonable efforts to provide such service to guarantee the passenger’s boarding on the scheduled flight.

In accordance with EC Regulation 1107/2006 concerning the rights for persons with disabilities and reduced mobility when travelling by air, the assistance service is offered free of charge at all airports.

Information on the services available can also be found on the website of the specific airport.

BOOKING AND SEATING ALLOCATION – ACCOMPANYING PERSON

For safety reasons, each aircraft is equipped with designated seats for passengers with disabilities or reduced mobility. These seats are assigned during check-in at the airport and are always adjacent to the aircraft aisle.

For safety reasons it is not possible to allocate seats next to the emergency exits.

In compliance with the ENAC regulation DG16 / 07/2021, the seating allocation for persons accompanying people with disabilities or with reduced mobility will not bear any additional charges.

If you are travelling with an accompanying person, ITA Airways will make every reasonable effort to allocate a seat next to you or nearby.

HEALTH DOCUMENTATION AND FITNESS TO FLY

If ITA Airways deems it necessary, it may request medical clearance directly from the passenger or his/her doctor in the following situations:

  • passengers suffering from infectious diseases that could pose a risk to the flight safety (including diversions and emergency landings)
  •  passengers in need of medical assistance or equipment (e.g., passenger showing obvious respiratory difficulties), as their health condition could worsen during or due to the flight.

Similarly, for certain types of assistance, ITA Airways may request the presence of an accompanying person.

ITA Airways Dedicated Team can provide all the necessary information Monday- Friday 9am-8pm; Saturday, Sunday and holidays 9am-5pm CET.

Online check-in

Online check-in is not available for passengers requesting assistance.

Seats on board will be assigned by contacting our Dedicated Team Monday- Friday 9am-8pm; Saturday, Sunday and holidays 9am-5pm CET or during check-in at the airport.

Wheelchair, scooter and other mobility aids

When booking your flight, please inform ITA Airways of your need to travel with a wheelchair whatever the type, or any other mobility aid. You can transport up to two mobility aids (e.g., wheelchair and walker) free of charge.

If necessary, once at the airport we can accompany you from the airport meeting point to check-in, or directly to the aircraft stairs, or to ascend the aircraft stairs or to your seat in the cabin.

In this case, the wheelchair will be made available by the airport. More details can be found in the section 'type of assistance'.

Although ITA Airways does its best to ensure that mobility aids are transported safely, certain factors may prevent them from being transported.  For full details and possible limitations, please identify below the type of wheelchair you need to be transported.

Manual wheelchair
Your manual wheelchair will be collected at the check-in counter or after your accommodation on board to be transported in the aircraft hold. 

Wheelchairs and mobility aids powered by unsealed batteries (spillable)
Allowed by ITA Airways. Further information will be provided during the booking process.

Wheelchairs and mobility aids powered by sealed batteries (non-spillable)
If the wheelchair or mobility aid is powered by sealed batteries and can be placed inside the hold in an upright position, the battery may remain attached to the wheelchair/electric device provided it complies with the following conditions:

  • The battery must be securely attached to the wheelchair/mobility aid
  • The electrical contacts of the battery must be protected against short circuits
  • The electrical circuits have been isolated
  • One (1) spare battery is allowed for so-called wet batteries and two (2) for nickel-metal hydride batteries

When booking the service, we ask you to provide our Dedicate Team with the technical data sheet of the wheelchair including battery specifications.

Wheelchair and mobility aids powered by lithium-ion batteries
These batteries are considered dangerous and for this reason they are subject to the following conditions:

  • The batteries used must be of a tested type (UN Manual of Tests and Criteria, Part III, subsection 38.3.)
  • Where the battery is removed by the user, if the mobility aid is specifically designed to allow its removal, the battery must not exceed 300 Wh or for a device with two batteries required for its operation, each battery it must not exceed 160 Wh.
  • If the battery is not removed, there is no Wh limit.

They should only be carried in the passenger cabin, inside a protective case.

If the mobility aid does not comply with the safety requirements, it may not be allowed on board. Therefore, when booking the service especially with the travel agency please ensure to contact our Dedicated Team to provide the technical data sheet of the wheelchair that includes the battery specifications.

Maximum dimensions of the wheelchairs
For the maximum dimensions of personal wheelchairs and weights allowed in the hold of the various types of aircraft, it is important to communicate this information to our Dedicated Team no later than 48 hours before your flight’s departure.

RECOGNIZED ASSISTANCE DOGS AND EMOTIONAL SUPPORT ANIMAL

On ITA Airways, task- trained assistance dogs may travel in the cabin free of charge.

For connecting flights check the regulations of the airline operating the individual flight.

If you are traveling with multiple airlines, we therefore recommend that you request confirmation from each airline that your dog will be accepted on board.

General Terms of Service
Regardless of breed or type, task-trained assistance dogs have been trained to assist people with motor disabilities, visual and hearing impairments, intellectual/relational disabilities or other disabilities of a psychiatric nature.

For the dog, it is required to present a training certificate in which the dog center/institution of reference certifies on headed paper (or with a legible stamp) that it is a service dog that must wear the relative harness.

The service must be requested no later than 48 hours before your flight’s departure to our Dedicated Team and will be confirmed once all the documentation submitted is validated by our staff.

Please note: Dogs that offer emotional support are not considered task-trained assistance dogs and therefore their transportation is not provided free of charge on board our flights. Their carriage may be possible at a charge according to the procedures for boarding dogs in the cabin or in the hold depending on the weight and size of the dog.

We also advise you to enquire in advance about entry conditions in other countries

General requirements for transport:
To guarantee flight safety and comfort in the cabin, the dog must be trained to obey and behave appropriately in a public environment (e.g. does not bark, growl, attack people or other animals).

For small dogs, it is not mandatory that they travel in the appropriate pet carrier for the entire duration of the flight. If they travel without one, a leash and muzzle must be used (the latter if requested by the captain).

The guide dog must remain in front of the owner's seat.

On board the dog must:

  • Remain under the direct control of the passenger at all times.
  • Must not sit on a passenger seat and cannot be in an emergency exit row.

In addition, the following provisions must be complied with while the animal is on board.

The passenger must have a muzzle available to be used only if requested by the pilot in command (if the dog, during the flight, shows aggression). The transport of the animal is free of charge even if it must be loaded in the hold. The passenger is responsible for damages and additional costs resulting from the transport of the dog

On board the dog must:

  • Remain under the direct control of the passenger at all times.
  • Must not sit on a passenger seat and cannot be in an emergency exit row.

In addition, the following provisions must be complied with while the animal is on board.

The passenger must have a muzzle available to be used only if requested by the pilot in command (if the dog, during the flight, shows aggression). The transport of the animal is free of charge even if it must be loaded in the hold. The passenger is responsible for damages and additional costs resulting from the transport of the dog.

Stretcher transport

Assistance is allowed only with the prior authorization of ITA Airways. It is dedicated to all passengers immobilized from the pelvis down or with both lower limbs in a cast and tense, such as not to allow them to travel seated and seated.

Stretcher assistance on board ITA Airways aircraft is available at a charge, on almost all aircraft in the fleet. The service is not available for infants and for those passengers who do not reach 1 meter in height. Passengers traveling on a stretcher must have the authorization (or medif) to travel by air and be accompanied. If medical assistance is required, the accompanying person must be a doctor or a nurse. All costs related to medical assistance and ground transportation (e.g. ambulance) are the responsibility of the passenger.

We recommend to request the service well in advance, no later than 96 hours before the flight’s departure (not considering holidays) by contacting the Dedicated Team at the free toll numbers for both landline and mobile networks, 800 936090 (Monday-Friday 9 am-8 pm; Saturday, Sunday and holidays 9 am-5 pm CET) . If calling from abroad check here.

Oxygen for medical use

Assistance, for passengers who need the company's oxygen therapy service, is allowed only with the prior authorization of ITA Airways.

Passengers traveling on a stretcher must have the authorization (or medifto travel by air and be accompanied.

The oxygen therapy system is not part of the fixed structure of the aircraft but is installed on demand, upon reservation at a cost. It is subject to availability. During the booking the passenger will need to specify the amount of oxygen needed.

We recommend to request the service well in advance, no later than 96 hours before the flight’s  departure (not considering holidays) by contacting the Dedicated Team on the free number for both landline and mobile networks, 800 936090 (Monday-Friday 9 am-8 pm; Saturday, Sunday and holidays 9 am-5 pm CET). If calling from abroad click here.

Subject to the authorization of ITA Airways and its competent technical bodies, it is possible to book the transport on board and the use during the flight of oxygen concentrators (PPOC) or oxygen dispensers (POXY) owned by the passenger.

During the booking phase, the passenger will be requested to provide the technical data of the device (e.g. manufacturer, model, technical specifications) to verify its compatibility with regards of in-flight safety and comfort in the cabin.

We recommend to request the service well in advance no later than 96 hours before the flight’s departure (not considering holidays) by contacting the dedicated Team on the free number from both fixed and mobile networks, 800 936090 (Monday-Friday 9 am-8 pm; Saturday, Sunday and holidays 9 am-5 pm CET). If calling from abroad click here.

Restrictions on medical devices

The opportunity to carry on board your medical support equipment is subject to ITA Airways approval after verifying the technical characteristics and their compatibilities with the cabin seats. Further information will be available by contacting our Dedicated Team at the toll free number 800 936090 (Monday-Friday 9 am-8pm; Saturday, Sunday and holidays 9 am-5 pm CET).

 The request must be made no later than 72 hours before your flight’s departure.

Assistance on board

ITA Airways aircraft are all equipped with aisle wheelchair that can be used to move the passenger from his/her seat to the toilets.

As per EC Regulation 1107/06 Annex II, our crews cannot provide assistance in the following cases:

  • Use of the toilets
  • Lifting or transporting the passenger where not intended for the use of the wheelchair
  • Administration of meals and drinks
  • Administering or supervising the administration of medication/s.

Our in-flight toilets are equipped with handrail support to facilitate its use by passengers with reduced mobility (only some central toilets on aircraft).

Prevention of refusal of carriage

In accordance with the current regulation EC 1107/06, an airline, its agent or a tour operator cannot refuse a booking request for reasons of disability or reduced mobility.

Refusal of booking or boarding can only take place:

  • For safety reasons
  • If the size of the aircraft or its doors make it physically impossible to board or transport the passenger with disabilities or reduced mobility.

Please note that if the flight is operated by third-party carrier, some assistance services may not be available or may differ (e.g., wheelchairs on board).

For futher details on your specific flight, please contact our Dedicated Team at the free toll number 800 936090 (Monday-Friday 9 am-8 pm; Saturday, Sunday and holidays 9 am-5 pm CET). If calling from abroad click here.

Complaint procedure

If the person with disabilities or reduced mobility believes that they have suffered a disservice in violation of Regulation (EC) 1107/2006, they can file a complaint with the ITA Airways or Airport Operator as the case may be.

 In the event of loss or damage of the mobility aid or other equipment the passenger can raise a complaint to the following email address complaints@ita-airways.com and upon the assessment results it will be compensated in accordance with the general conditions of transport and the national and international regulations.

Otherwise if the response appears to be inconsistent with the provisions of the regulation, passengers with reduced mobility or with disabilities can submit a complaint to ENAC ( Italian Civil Aviation Authority) , preferably using the following online form:  https://moduliweb.enac.gov.it/applicazioni/reg1107_English/modulo.asp

It is possible to send a complaint to ENAC if the service problem occurred:

• at an Italian airport.

• on flights departing from an Italian airport (regardless of the nationality of the carrier).

• on flights arriving at an Italian airport if operated by an EU carrier.

Regulation (EC) no 1107/2006

On 26 July 2008, the Regulation (EC) no. 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air came into force.

For further information you can download the regulation here.

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