Assistance for passengers with disabilities or reduced mobility

In order to provide the appropriate level of service in line with your needs, any request for assistance for passengers with disabilities or reduced mobility must be communicated to the airline either during the flight booking phase, or at a later time, within at least 48 hours before departure.

Please note that it is important to specify the type of assistance required at the time of booking:

Wheelchair use up to the boarding gate
Passengers who can walk independently inside the aircraft, as well as going up or down steps, but who require a wheelchair or other means of transport to move around the airport.

Wheelchair use up to the aircraft seat
Passengers who can walk independently inside the aircraft but who are unable to go up or down steps and who need a wheelchair or other means of transport to move around the airport.

Wheelchair use for non-ambulatory passengers
Passengers who are unable to walk, who can travel with their own wheelchair and require assistance from their moment of arrival at the airport, during all phases of boarding and disembarking the flight, including when on board the plane until the end of the flight and upon arrival at their destination.

Hearing Disability
Passengers with partial or total limitations in hearing and verbal communication.

Visual Disability
Passengers with partial or total visual impairment

Safety Briefing Card

The new Safety Briefing Card, designed specifically for blind and visually impaired passengers, is now available on all our Airbus 321Neo, Airbus A350-900, Airbus330 Neo, Airbus320 Neo, A220-100 and A220-300 aircraft.
This important tool has been developed by ITA Airways and ENAC, in collaboration with the Federazione Nazionale delle Istituzioni Pro Ciechi, and is supported by the Minister for Disabilities.
By July 2025, the entire fleet will be equipped with our innovative new Safety Briefing Card.

The Safety Briefing Card is a booklet produced in Braille and large print, enhanced with tactile raised graphics and high-contrast visual elements, making it particularly accessible for the growing number of visually impaired travelers. It grants passengers with a visual impairment direct access to essential air travel safety tips during take-off, landing and cruising. Moreover, emergency evacuation procedures are presented in a clear and accessible manner. It is important to note that, although this information is now directly available to visually impaired travelers, our cabin crew will continue to conduct a special safety briefing for them before take-off.

Through this valuable aid, available in Italian and English, visually impaired passengers can now acquire detailed information on safety regulations and increase their awareness of the space around them inside the aircraft.

ITA Airways is proud to be the first airline to introduce this new inclusive policy for visually impaired travelers. This new tool dedicated to the serenity and safety of our passengers constitutes a further step toward accessible and inclusive air transport.

Intellectual-Relational Disabilities
Passengers with cognitive, intellectual and behavioral impairments.
Passengers with intellectual or developmental disabilities may travel independently or with an accompanying person, depending on the level of assistance required and their degree of autonomy. A certificate (​see TEMPLATE) issued by a neurologist, psychiatrist, or neuropsychiatrist is required, confirming the passenger’s fitness to travel by air and any need for an accompanying person.

Passengers with obesity
If you feel that an Economy Class seat does not provide sufficient comfort, you may consider purchasing a seat in a higher travel class (subject to availability) or an additional adjacent vacant seat. Please note that on certain aircraft, the armrest between seats may not be fully retractable.
Seat dimensions vary depending on the aircraft type and travel class. For more information, please review the option that best suits your needs when booking. ITA Airways reserves the right to change the aircraft assigned to the route for operational reasons.

Discover the width of our seats, measured between the armrests. ​ITA Airways fleet seat width

Please request assistance at the time of booking or at a later stage by contacting the dedicated team, no later than 48 hours before the scheduled departure time.

You can request assistance to:

• carry your wheelchair with you (manual or electric)
• transport special medical devices
• transport a guide dog/service dog in the cabin

Once on board, passengers with reduced mobility will be seated in dedicated seats near to the staff, where the crew's instructions will be visible and audible at every stage of the flight.

If you are departing from Rome Fiumicino, please see the ​information map for airport assistance details .

It is important to notify ITA Airways of requests for assistance within the recommended time frame. This will allow us to prepare the service for every stage of boarding, disembarkation and/or transit in a specific airport and on board the flights as per the itinerary.

Passengers who requested assistance during booking must arrive at the airport, at the ITA Airways check-in desk, at least 2 hours before the scheduled departure time.

If the request for assistance has not been previously communicated to ITA Airways, the Airport Operator will make every reasonable effort to ensure that the passenger is able to board the scheduled flight.

In accordance with Regulation (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air, this assistance service is offered free of charge in all airports.

Free transportation of the following items (either in the cabin or in the hold) is also permitted:

• their guide dog or service dog (SVAN)
• two walking aids (e.g., crutches, walker)
• medical apparatus for use on board or at final destination (e.g., POC), with maximum dimensions equivalent to one piece of cabin baggage
• medication, dressings and any syringes or auto-injectors needed for the administration of medicines

The transport of a manual, foldable wheelchair in the cabin is permitted, depending on the type of aircraft and the physical characteristics of the wheelchair.

One piece of baggage weighing up to 23 kg for the transport of medical supplies (e.g., sanitary devices or other personal care items) is permitted in the hold, also free of charge.

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

For safety reasons, seats at emergency exits cannot be assigned.

In compliance with the current ENAC regulation DG16/07/2021, seat assignment for companions of passengers with disabilities or reduced mobility does not incur any additional charges beyond the cost of the airline ticket.

ITA Airways makes every reasonable effort to assign a seat close to the person with a disability or the person with reduced mobility when traveling with a companion.

If deemed necessary, ITA Airways may request medical clearance (​MEDIF), either directly or through its delegate, when it becomes aware of:

• Passengers with infectious diseases that could pose a risk to flight safety (including route changes or emergency landings).
• Passengers in need of medical assistance, medical equipment (e.g. passengers who show evident signs of breathing difficulties), as certain health conditions could worsen during or due to the flight.
• Passengers who have undergone surgery in the last 30 days prior to departure.
  

Similarly, for certain types of assistance, the carrier may require the presence of a travel companion.

The ​Assistance Team will provide all the necessary information.

The Online check-in service is not available for passengers who require assistance.
In this case, seats on board will be assigned by contacting our ​Customer Information Assistance Office or during check-in at the airport.

When booking your flight, please inform the airline of your need to travel with a wheelchair (e.g. manual or electric chair, fixed or foldable model), or any other walking aid. You can carry up to two mobility aids free of charge (e.g. wheel chair and walker).

Depending on the type of assistance required and whether or not a wheelchair is needed, on your arrival at the airport the airport manager can collect you from one of the various meeting points located on the terminal floor and escort you to check-in, or accompany you from check-in directly to the aircraft stairs, including providing assistance to climb the stairs and take you to your seat on the aircraft. For more information, we recommend that you consult the website of the European departure airport.

Manual wheelchair
Your manual wheelchair will be collected at the check-in counter or at the time of boarding at the aircraft door to be loaded into the aircraft hold.

Wheelchairs and mobility aids powered by unsealed (spillable) batteries
Permitted by ITA Airways. Further information will be provided by the relevant team at the time of booking.

Wheelchairs and mobility aids powered by sealed batteries (non-spillable)
Wet batteries, nickel-metal hydride batteries, or dry batteries (i.e., liquid electrolyte lead-acid batteries, nickel-metal hydride batteries, or dry batteries)

In the event that the wheelchair or mobility aid is powered by a sealed battery and can be placed inside the hold in an upright position, the battery can remain attached to the wheelchair/electrical device, provided it complies with the following conditions:

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

When booking the service, we kindly ask you to provide our Call Center with the wheelchair’s technical data sheet, which also includes the battery specifications.

Wheelchair and mobility aids powered by lithium-ion batteries
These batteries are considered hazardous, consequently, 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.)
In the case 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. For any device that requires two batteries, each battery must not exceed 160 Wh.
Removed batteries must be carried exclusively in the passenger cabin in a protective case.
If the battery is not removed, there is no Wh limit.
To ensure the transport of your wheelchair or mobility aid, please make sure that the dimensions of the device are compatible with the aircraft cargo hold openings. Please check compatibility in the dedicated section.

If your mobility aid does not meet the safety requirements, it may not be accepted on board. Therefore, when booking the service, please provide the Dedicated Team with the device’s technical data sheet, including battery specifications, at least 48 hours before departure.

​Download the Battery-Powered Mobility Aids Form, complete it and attach it to your device.

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

Maximum wheelchair dimensions (cm):

As of August 1, 2024, additional requirements are in effect for all dogs, including guide dogs and recognized service dogs, to enter the U.S. To complete the ​required dog importation formThe link will be opened in a new browser tab and learn about all requirements, please ​​visit the dedicated CDC sectionThe link will be opened in a new browser tab.

ITA Airways allows passengers to travel with trained and recognized guide and service dogs free of charge. For connecting flights it is necessary to check the provisions of the airline operating the individual flight. Consequently, if you are traveling with multiple airlines, we recommend that you request confirmation from each airline that your dog will be accepted on board.

General definition of the service
Recognized guide and service dogs, regardless of their breed or type, have been trained to assist people with motor, visual and hearing impairments, intellectual/relational impairments or other psychiatric disabilities.

You will need to submit a training certificate, on headed paper of the relevant dog training center/institution or duly stamped by the same, certifying that your dog is in fact a service dog. The dog must be wearing the relevant harness. Service dogs are not subject to quotas/restrictions. The service must be requested at least 48 hours prior to flight departure by contacting our Dedicated Team, who will inform you of the documents required for your dog to travel on board. Documentation will be checked on the day of departure; passengers are therefore advised to arrive at the airport well in advance (at least 2.5 hours for European flights and at least 3.5 hours for non-European flights). Boarding will only be guaranteed if the documentation complies with the requirements provided by the Dedicated Team and published on the website.

Please note: Dogs that offer emotional support are not considered trained service dogs, consequently they cannot board our flights free of charge. They can travel for a fee, subject to the regulations for boarding dogs as carry-on or hold cargo based on their weight.

As some countries have specific regulations governing the entry of animals, passengers are advised to check in advance the applicable legal and health requirements of the destination country.

General travel requirements:
To guarantee flight safety and comfort in the cabin, the dog must be accustomed to obeying and behaving appropriately in public (e.g., it must not bark, growl, or attack people or other animals).

Small dogs do not necessarily have to travel in the 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:

• be under the direct control of the passenger at all times;
• must not sit on a passenger seat or next to an emergency exit.

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

It is mandatory to bring a muzzle on board
The passenger must have a muzzle available, to be used by the animal only if requested by the flight commander (in the event that the dog shows signs of aggression during the flight). The dog is entitled to travel free of charge, even if it travels in the hold. The passenger will be held liable for any damage or additional costs resulting from travelling with the dog.

Assistance is only allowed with the authorization of ITA Airways. This assistance is for all passengers immobilized from the waist down or with both lower limbs in a cast and extended, in such a way that it prevents them from travelling seated and belted.

Stretcher transport onboard ITA Airways aircraft is available for a fee on almost all the aircraft in the fleet. The service is not available to newborns and passengers under 1 meter tall.

Passengers traveling on a stretcher must have medical clearance (or ​MEDIF) for air travel and must be accompanied. If medical assistance is required, the travel companion must be a doctor or nurse. All costs related to medical assistance and ground transportation (e.g. by ambulance) are at the sole expense of the passenger.

We recommend requesting the service well in advance, at least 96 hours before the flight departure date (excluding public holidays), by contacting the ​ITA Airways Assistance Team from Italy or by writing to the dedicated e-mail addressThe link will be opened in a new browser tab ([email protected]). If you are calling from abroad, please check the specific phone number for your country.

The service does not fall under Regulation EC1107/06.

Onboard Oxygen Therapy
If you require oxygen therapy, ITA Airways can provide this service for an additional fee.

• As oxygen therapy equipment is not part of the aircraft’s fixed structure, please request the service at least 96 hours before the scheduled departure time of the flight (excluding public holidays) by contacting the ​ITA Airways Assistance Team from Italy or by writing to the dedicated email addressThe link will be opened in a new browser tab ([email protected]). If you are calling from abroad, please check the specific phone number for your country.
• Availability of the service will depend on the amount of oxygen required for the passenger and the duration of the flight.
• Passengers traveling with an oxygen therapy device must obtain medical clearance (or ​MEDIF) for air travel and must be accompanied.
• If medical assistance is required, the travel companion must be a doctor or nurse. All costs related to medical assistance and ground transportation (e.g. by ambulance) are at the sole expense of the passenger.
  

ITA Airways also allows passengers to carry their own oxygen tank/oxygen therapy equipment for medical use free of charge, under the following conditions:

• An authorization request must be sent to [email protected] or by contacting the Assistance Team at least 48 hours before the departure of the flight, following authorization by a medical professional.
• Each oxygen tank must not exceed 5 kg gross weight.

Please Note: Liquid oxygen is prohibited.

Portable oxygen concentrators (POC)
If you need to travel with your own portable oxygen concentrator (POC), you may carry it free of charge, provided that it is among those permitted on board our flights. Please check the list of approved devices here.

You do not need to complete the medical clearance form (​MEDIF); a medical certificate is sufficient, provided it states:

1. that the POC user has the physical and cognitive ability to operate the device independently, or whether they need to travel with a person capable of performing these functions on their behalf;
2. whether the use of the POC is required for the entire duration of the flight or only for part of it;
3. the maximum oxygen flow required.
   

Transportation conditions:

1. Only battery-operated oxygen concentrators may be used on board.
2. Make sure you carry an adequate number of spare batteries (in your hand baggage only) to run your POC for the entire duration of the flight, as we cannot guarantee they can be recharged on board the flight.
3. Spare batteries must be protected against damage and short circuit, and stored inside their original packaging, making sure that any exposed terminals are isolated with tape or by storing each battery in a separate plastic bag or protective case.
4. The passenger must be able to use the equipment without any assistance.
5. In case an oxygen concentrator needs to be used during the flight, it can be carried as carry-on baggage or registered baggage, as long as the batteries have been removed.
6. Oxygen concentrators that require the use of compressed gas (tanks) to be operated cannot be used on board.
7. POCs must be free of oil, grease or any other petroleum-based lubricants, in good working condition, with no excessive signs of damage, wear-and-tear or incorrect use.
   

Important: oxygen concentrators not included in the above-mentioned list of approved devices may also be accepted, provided that they bear a label displaying the following statement in red:

Example of the required POC label:

“The manufacturer of this portable oxygen
concentrator has determined
this device complies with all
applicable FAA acceptance criteria for
the carriage and use of portable oxygen concentrators on board aircraft.”

Please refer to the ​battery transport conditions.

The possibility of bringing on board and using passenger-owned medical support devices (e.g. postural seats) during the flight is subject to prior approval by ITA Airways, following verification of their physical and technical characteristics and their compatibility with the on-board seats.

For more information, passengers in Italy may contact the ​ITA Airways Assistance Team or write to the dedicated email addressThe link will be opened in a new browser tab ([email protected]). If you are calling from abroad, please check the specific phone number for your country.

The request must be made at least 72 hours before flight departure.

To ensure a comfortable and safe journey, ITA Airways pays particular attention to the needs of passengers with disabilities who may require postural support aids (PSE) during the flight.

A list of aids compatible with our aircraft seats is available on the dedicated ​page.

For all approved aids, it is still necessary to communicate the need for their use on board in advance.

We also recommend that you bring the manufacturer’s instructions for the aid with you. This will facilitate installation on board, which must be carried out in accordance with the instructions provided (for example: weight, passenger age, and installation method).

If the aid you require is not included in the list, you can contact the ​ITA Airways Team, or write ​to the dedicated email address.

In this case, you will be asked to send the technical data sheet of the aid at least 72 hours before flight departure, to allow the necessary checks.

As per EC Regulation 1107/06 Annex II, our crews can provide the following forms of assistance to passengers with disabilities and reduced mobility:

• accompanying them from their seat to the restroom (there is no obligation to lift the passenger or provide assistance in using the facilities).
• opening food and drink packages on their behalf (there is no obligation to help administer drinks, meals or medicines beyond the service provided to other passengers).

Consequently, if a person with a disability or reduced mobility requires help to perform these specific actions (e.g., using the toilet, administering meals or medication), they will need to travel with a companion to ensure the care and safety of that person.

Our aircrafts are all equipped with manual wheelchairs that can be used for moving from your seat to the restroom.

Our on-board toilets are equipped with a hand rest support to facilitate their use by passengers with disabilities and reduced mobility (only certain toilets on the aircraft).

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

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

Passengers in Italy may contact the ​ITA Airways Assistance Team or write ​to the dedicated email addressThe link will be opened in a new browser tab ([email protected]). If you are calling from abroad, please check the specific phone number for your country.

If the person with a disability or reduced mobility believes that they have been a victim of a service failure in violation of Regulation (EC) 1107/2006, they can lodge a complaint with the air carrier or airport manager concerned, depending on the case.
More specifically, in case of loss or damage to wheelchairs, or other mobility and assistance devices, the passenger who flew on an ITA Airways flight can file a complaint using our ​contact formThe link will be opened in a new browser tab.
For all other cases (specifically for issues related to assistance provided at the airport during departure, transit, and arrival), the complaint must be forwarded to the relevant airport operator.
Each EU Member State has designated independent bodies responsible for enforcing the Regulation within their territory and have the competent authority to impose sanctions in case of violations.
In Italy, this authority has been assigned to the National Civil Aviation Authority (ENAC).
If the received response is deemed inadequate according to the regulations, passengers with disabilities or reduced mobility may file a complaint with ENAC by following the instructions provided in the ​dedicated appThe link will be opened in a new browser tab.

You can send a complaint to ENAC if the service failure occurred:

• in and Italian airport;
• on a departing flight from an Italian airport (regardless of the nationality of the airline operator);
• on flights arriving at an Italian airport, if operated by an EU carrier.

Regulation (EC) No 1107/2006 on the rights of persons with disabilities and persons with reduced mobility in air transport entered into force on 26 July 2008.

For further information, please download EC Regulation no. 1107/2006The link will be opened in a new browser tab.

Getting to the airport, being in large, noisy spaces, and boarding a plane may seem like simple things for most of us, but for autistic people they can be extremely difficult.

In these cases, being aware and in control of the situation can make all the difference!

This initiative is part of a broader ENAC "Autism - Traveling through the Airport" project. In partnership with ANGSA (National Association of Parents of People with Autism), ITA Airways is the first airline to join the program, with the aim of helping people with autism enjoy the air travel experience at every stage of their journey.

Please visit the ​dedicated Autism Program section for full details.

Please refer to our ​Accessibility Statement.

Oxygen Therapy Equipment 1 May 2025 Update to the list of Portable Oxygen Concentrators (POCs) allowed on ITA Airways flights -
Recognized Guide and Assistance Dogs 1 August 2024 News New U.S. Dog Transport Provisions - CDC Final Rule -
Safety Briefing Card: 14 February 2025 "Safety Briefing Card A321Neo Italian - English "
Safety Briefing Card: 21 March 2025 "Safety Briefing Card A350-900 Italian - English "
Safety Briefing Card: 4 April 2025 "Safety Briefing Card Airbus330 Neo Italian - English"
Safety Briefing Card: 16 May 2025 "Safety Briefing Card Airbus320 Neo Italian - English"
Safety Briefing Card: 9 June 2025 "Safety Briefing Card A220-100 Italian - English"
Safety Briefing Card: 14 July 2025 “Safety Briefing Card A220-300 Italian - English”