Organize your Trip

Travel documents, special assistance, expecting mothers, children and pets. Discover how to best organize your trip.


To request assistance tailored to your needs, CONTACT at least 48 hours before departure THE TEAM DEDICATED TO TAKING CARE OF PASSENGERS WITH REDUCED MOBILITY by writing to or by contacting the toll-free number 800 936090 from Italy (Monday-Friday 09:00-20:00; Saturday, Sunday and holidays 09:00-17:00) 

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According to EC regulation 1107/06, within the EU, airport operators are responsible for assisting anyone with a disability throughout their stay at the airport. This includes persons whose mobility is impaired due to any physical disability (musculoskeletal or sensory, permanent or temporary), mental disability or handicap or for any cause of disability or for reasons of age, and whose condition requires adequate care and an adaptation of the service offered. Airlines should provide the airport operator with all relevant information to enable the operator to offer the appropriate service. 


As established for safety purposes by the EASA (European Aviation Safety Agency), in Air Operations – Commercial Air Transport, persons requiring special conditions, assistance and/or equipment when transported on a flight must be considered as SCPs (Special Category of Passengers). 

The following people are considered SCPs:

  • persons with reduced mobility (PRMs) who, without prejudice to Regulation (EC) N° 1107/2006, are persons for whom it is known that their mobility is reduced due to physical, sensory or musculoskeletal disabilities, either permanent or temporary, related to intellectual or learning, and any other cause of disability or age
  • very young children (under 2 years old) and unaccompanied minors
  • deportees and Inadmissible Passengers (INAD), or detainees

SCPs must be transported under conditions that ensure the safety of the flight and its occupants. Companies are responsible for checking that "the number and categories of SCPs [present on board] do not exceed the number of passengers capable of assisting them in the event of emergency evacuations" and, for safety reasons, they cannot occupy seats near to the emergency exits.

For this reason, in order to comply with the above safety measures, you may be required to make a reservation on an alternative flight to the one you want.


ITA applies this regulation to any flight departing from or arriving at a United States airport.


You can obtain a copy of the DOT regulations that include the Air Carrier Access Act, 14 CFR Part 382, in one of the following ways:

  • by telephone, if calling from the United States, by phoning the toll-free number for travelers with disabilities 1-800-778-4838 (voice) or 1-800-455-9880 (TTY);
  • by telephone, by calling the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY);
  • by email, writing to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 0590;
  • on the Aviation Consumer Protection Division page.


If you need a medical clearance to fly, have your attending physician complete the health clearance MEDIF and complete the Form A "Information for customers requiring special assistance" signed by you or your delegate. The MEDIF must report a date not earlier than 7 days from departure.                                   

The MEDIF (with stamp and signature of the completing doctor) must be sent to the Call Center at the same time as the booking, it must indicate a positive prognosis for the trip and the need or otherwise for a travel companion.        

The medical documentation must always be brought to the airport in paper format and made available for the necessary checks at the airport.


Persons must present clearance for air travel (MEDIF completed, signed and stamped by the passenger's doctor): 

  • who are suffering from diseases that could worsen due to the flight, 
  • who need oxygen therapy or a stretcher on board, 
  • who unquestionably require medical assistance on board, 
  • who have recently undergone surgery,
  • who use electromedical equipment on board (for a POC, a medical certificate is sufficient that certifies even if the passenger is able to see and/or hear alarm signals of the device and intervene, otherwise they must travel with a travel companion),
  • who are within the last 4 weeks prior to the expected delivery date or who have a pregnancy with medical complications or an expected twin birth,
  • premature babies or infants in the first 7 days of life.


Passengers suffering ONLY from cognitive, intellectual or developmental disabilities (identified in air transport with the DPNA coding), do not have to produce a MEDIF

Instead, a medical certificate is required (please click here for a copy) written by a neurologist/psychiatrist/neuro-psychiatrist specialist who certifies the psycho-physical fitness of the person to deal with the flight and the possible need for a travel companion. If there is a need for MEDIF, this must be completed by a specialist doctor as indicated above or, if completed by another type of doctor, it must be accompanied by a specialist medical certificate drawn up in the manner described above.

Passengers suffering from contagious or infectious diseases are not allowed on board.


When booking your flight, please inform the airline of your need to travel with a wheelchair, be it electric or folding, or any other walking aid. You can carry up to two mobility aids for free (e.g. wheelchair and walker).                                                                            

Although ITA SpA does its best to ensure that mobility aids are transported safely, some factors may prevent them from being transported. For further details,  please click here. To help us transport your mobility aid correctly, please download the Powered Mobility Aid information form and give it to a member of staff or attach it to your aid.                                                                           

If you wish, we can assist you between check-in and the gate or aircraft and between the gate and the arrivals hall. Depending on the airport, an electric buggy or airport wheelchair will be made available.                                   

Due to airport infrastructure, at most airports the wheelchair will be collected at check-in, tagged and carried in the hold.We recommend that you arrive at the airport at least two hours before your flight departure, for better organization of your assistance, or at the designated points at the airport to request assistance no later than two hours before the published flight departure time.
In the event that your wheelchair has been placed in the hold, we will endeavor to return it to you as close as possible to the aircraft door. And if this is not possible, we will make sure there is a wheelchair waiting for you to accompany you to the baggage claim area.                                    

If your travel itinerary includes a transit in Fiumicino airport, the minimum connecting time between one flight and the next is always 00:45 minutes except when connecting between a domestic flight and a flight to a non-Schengen country and vice versa. In this case the minimum connecting time is 01:00 hour. We kindly ask you to contact the Call center for information and reservations.                                   

If you are departing from Rome Fiumicino and have a disabled parking permit, you can access the Z.T.L. area in front of the airport doors free of charge. By completing the online form on the A.D.R. website,  you can also take advantage of a longer stop than the 15 minutes allocated.                                   

For long-term stays, A.D.R. offers a series of free parking spaces. For further information please click here.                                   

If you are departing from Milan Malpensa or Linate, below you can find all the information for the parking spaces reserved for you on this page.                                  


All aircraft in the ITA Airways fleet are equipped with wheelchairs on board, to offer assistance to customers with walking problems who need to move from the seat to the toilet of the aircraft and vice versa. We remind you that the flight crew cannot provide assistance inside the toilets. The aircraft of ITA Airways's partner airlines may not have wheelchairs on board; we recommend that you check their presence when making your booking.

In the event that your flight is operated by a partner company, please confirm the availability of the service with the Call Center.


For your safety and that of the people traveling with you, you may need to travel with a companion (safety assistant).                                   

If you are unable to:                          

  • understand the safety briefing
  • fasten and unfasten the seat belts
  • remove and put on the life jacket
  • wear an oxygen mask
  • leave your seat and reach the emergency exit without help                                    

The safety assistant must be at least 16 years old (for Brazil, 18), be in full physical and mental health and be willing to help you in emergency situations.

For your comfort on board, you may need to travel with a travel companion (assistant to the person) who knows your physical condition well and is able to respond to your personal needs on board (even in the event of a delay and flight irregularity) such as medical procedures, eating and assistance for the use of toilets.

The cabin crew can help you open the food packages and walk you to the toilet door, but they cannot provide you with any help with feeding, taking medications or assisting you with use of the toilet facilities.


If you have a limb in a cast, we inform you that air travel is not recommended before 48 hours after the cast has been placed. If you have had your cast for less than 48 hours, please ask your doctor for advice before traveling.


If you are a passenger who falls into this category, we will try, if flight conditions allow, to vacate the seat next to yours.

In this regard, we remind you that the standard sizes of our Economy seats can vary between 46.99 cm (18.5 inches) and 41.98 cm (16.53 inches).

If for greater comfort you wish to purchase an additional seat, you can do so during the booking process by contacting the Call Center.                                          

In this case, seat purchase is only possible in Economy on all medium and short-haul aircraft in the ITA Airways fleet.                                         

Finally, for safety reasons, it is not possible to occupy a seat at the emergency exits, in particular the wing exits.                 


To facilitate the movement of passengers with mobility problems between their seat and the wheelchair, all ITA Airways aircraft are equipped with seats with movable armrests on the aisle side. If you are traveling with an assistant, he/she will have priority for the seat next to yours. Depending on availability and the individual situation, the assistant can sit in the same row as you or in the one immediately preceding or following.                                         

Passengers traveling with an assistance dog on domestic and intercontinental flights, a seat in front of a bulkhead is provided in order to accommodate the animal more comfortably. This does not apply for international flights that have bulkheads in Business Class only. An aisle seat will be offered for these flights.       

If you have a disability that affects only one side of your body, you will be offered a seat on the side of the plane that allows the other side, for safety reasons, to be on the aisle side. If you have a leg in a cast or immobilized, so that you can still flex your knee you will be offered, where possible, a place at the bulkhead. Show up for check-in at least one hour before other passengers.

If you are unable to flex your knee and cannot sit with the seat upright during takeoff, turbulence or landing, you must travel using a stretcher.

For safety reasons, seats in the row corresponding to the emergency exit cannot be assigned to passengers with reduced mobility.


If you are injured or ill or with stiff lower limbs that do not allow you to sit upright during take-off, turbulence or landing, you must travel on a stretcher. Stretchers are only available in the Economy class of most ITA Airways aircraft. Please check availability when booking on the specific flight/day you intend to use.

If you need to travel on a stretcher, you can request this service when booking your flight. Pleas make sure you request the service well in advance to facilitate organization and also apply for a medical clearance to fly, the MEDIF (to be completed by the doctor), and fill out and sign Form A "Information for customers requiring special assistance".

The MEDIF form, with all sections completed, signed and stamped by your doctor, must be sent to the Call Center and then be evaluated by the Medicina ITA Airways team at least 48 hours before departure; in the presence of Saturdays, Sundays and/or holidays, no later than 72 hours after departure. In particular, for departures on Monday, the request must reach the Call Center by 12 pm on the previous Friday.


If you need oxygen therapy on board provided by ITA Airways, please request it when making your booking.

Availability is limited. Please contact ITA Airways to check if this service is available for the flight/day on which you will have to board.                                         

Please make sure you request the service well in advance to facilitate organization and also request medical clearance to fly, MEDIF (to be filled out by your doctor) and complete and sign Form A "Information for customers requiring special assistance".

The MEDIF form, with all sections completed, signed and stamped by your doctor, must be sent to the Call Center and then be evaluated by the Medicina ITA Airways team at least 48 hours before departure; in the presence of Saturdays, Sundays and/or holidays, no later than 72 hours after departure. In particular, for departures on Monday, the request must reach the Call Center by 12 pm on the previous Friday.

ITA SpA's standard airflow is 4/ltm.                                         

We are unable to deliver oxygen to land regardless of the airport.

As an alternative to the equipment provided by ITA Airways, you can use your own portable oxygen concentrator (POC). For more information, please see the section dedicated to MEDICAL DEVICES.                                      


Portable medical devices refers to all battery powered  small electrical/electronic equipment used for medical diagnosis, treatment and the monitoring of the health of passengers. Please inform ITA Airways if you need to use a device of this type, indicating the make, model and type of power supply. The Call Center will verify the possibility of use.


Medical devices and batteries

Passengers using FAA-approved portable oxygen concentrators (POCs) or other medical devices can present, as an alternative to MEDIF, a certificate issued by their doctor, indicating the necessary oxygen flow, and that the patient is able to see/hear the safety signal of the device and take action. If the passenger is not able to do so, a travel companion is required.

After receiving ITA Airways's approval for portable medical devices or small electrical/electronic equipment, the following regulations must be observed:

  • the battery must be placed in the hand luggage;
  • the battery must be individually packaged and protected from short circuits;
  • it is necessary to carry a sufficient number of batteries for the entire duration of the flight, taking into account any delays (approximately 150% flight duration).

For lithium batteries:

  • for alkaline or lithium batteries, the lithium content must be greater than 2g but less than 8g and the voltage must be less than 100 Wh per battery;
  • for lithium-ion batteries, the watt-hour index must be greater than 100 Wh, but less than 160 Wh;
  • the 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.



On some medium-haul Airbus aircraft, the Safety Briefing Card is available for blind and visually impaired passengers. The card shows all safety information for the passenger in Braille characters, with tactile legibility illustrations for the blind and in line with the requirements of legibility and contrast of colors for the visually impaired. Its features are:

  • texts printed with characters and colors suitable for the visually impaired (and any travel companions);
  • texts printed in braille characters;
  • 3D illustrations showing elements such as the location of the emergency exits, the layout of the cabin, the instructions for fastening and unfastening the safety belt, the positions to be assumed in an emergency, the use of the life jacket and mask for oxygen.


When booking, please let us know if you need to travel with a guide dog or recognized assistance. We recommend that you use the dog harness and, for safety reasons, bring a muzzle with you to use during the cruising phase of the journey, if necessary, at the request of the captain.

Transportation of a recognized guide or assistance dog is free of charge and is not subject to weight limits. We also inform you that some countries adopt particular provisions regarding the access of animals. We therefore recommend that you read the regulations before departure. To enter the UK with a recognized guide dog, please also consult the guidelines.

Recognized assistance dogs

European Regulation 1107/2006 requires airlines to accept recognized assistance dogs free of charge, in the cabin or in the hold. The definition of recognized assistance dogs is indicated in DOC 30 of ECAC Part I Section 5 Facilitation of the transport of persons with reduced mobility.

"Recognized assistance dogs refers to all guide dogs and any assistance dog that have been trained to assist a wide range of disabled people in everyday activities. Guide dogs, which are mainly trained to provide assistance for the mobility of the blind or partially blind, are trained by an organization that is recognized or affiliated with the International Guide Dog Federation (IGDF). Assistance dogs are trained by organizations that meet the requirements of Assistance Dogs International (ADI).


If you suffer from diabetes, you do not need a clearance to travel by air, as long as you have not been hospitalized in the 30 days prior to the flight. Only in this case, the Medical Information Form (MEDIF) is required, which must be filled in by your doctor and sent together with Form A "Information for customers requiring special assistance" signed by you.

The MEDIF must be sent to the Call Center at the time of booking.                                                                                 

It is also possible to request a special meal when booking for flights over 3 hours.       
It carries the insulin, with the necessary devices for administration, in hand luggage, it will be easily accessible during the flight, as well as not subject to the risk of being altered due to temperature changes that may occur in the hold. It is allowed to carry a sufficient amount of insulin in the cabin for the entire journey (outward flight, stay and return flight).       
To pass the security checks at the airport, it is sufficient to show the original certificate of the attending physician, dated no earlier than 30 days prior to travel.


The transport of medicines to be taken, including in liquid form or syringes, on board, is allowed for personal use, in sufficient quantities for the entire duration of the journey (outward flight, stay, return flight).                                   

To pass the security checks at the airport it is necessary to have a medical certificate, dated no earlier than 30 days, which certifies the need, quantity and method of taking and administering the drug.                                   

Please notify the cabin crew if you have used needles during the flight. You will be provided with a specific container for their disposal. Please do not attach IV devices  to the parcel shelf: they could interfere with the emergency system of oxygen masks.

If your flight is operated by one of the alliance airlines or other partners, different restrictions may apply. Please therefore contact us before departure.


EARLY CHECK-IN REQUEST                                    

If you have requested special assistance, please go to the reception desk one hour before the scheduled check-in time for other passengers. If you are traveling with a wheelchair or other mobility aid, you must check in:                                   

  • at least one hour before departure for domestic flights
  • an hour and a half earlier for medium-haul flights
  • two hours earlier for long-haul flights                                   

ITA SpA will do everything reasonably possible to guarantee accommodation on board for passengers who require assistance, who have not booked the service at least 48 hours in advance or who do not arrive at check-in early, provided that this does not result in a delay of the flight.