Assistance for passengers 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 loss of hearing who requires communication assistance in the terminal and on the plane.

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

The 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 created in collaboration with ENAC under the patronage of the Italian 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 Braille document enriched with graphic representations featuring strong color contrasts to make it more legible for a 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/developmental disability assistance
Passenger with cognitive, intellectual, or developmental disability who requires assistance in the terminal and on the plane.
Passengers with intellectual or cognitive developmental disabilities may travel alone or with assistance, depending on their specific needs and level of independence. A certification (​view a SAMPLE hereThe link will be opened in a new browser tab) from a neurologist/psychiatrist/neuropsychiatrist is required attesting to the psycho-physical suitability to undertake air travel and to determine if an accompanying person is necessary.

Passenger of larger size

If you feel that your economy class seat will not be sufficiently comfortable, consider purchasing a higher class of seat (if available) or an additional seat next to your single seat. On some aircraft, the armrest between the seats may not be fully retractable. The seat size may vary depending on the type of aircraft and the travel class. For more information, please check the solution that best suits your needs while booking.  ITA Airways reserves the right to make changes in aircraft use for operational purposes.
Discover the width of our seats between the two armrests. 
​ITA Airways fleet seat widthThe link will be opened in a new browser tab

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.

It is important to notify ITA Airways of requests for assistance within the suggested times in order to better prepare the service at all stages of boarding, disembarkation and/or transit in a specific airport and on board the flights as per the itinerary.

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

If the request for assistance has not been previously made to ITA Airways, the airport operator will implement all possible actions in order to ensure the passenger is able to board the scheduled flight.

As per US & EU Regulations concerning the rights of people with disabilities and people with reduced mobility in air transport, this assistance service is offered free of charge in all airports.

Free transportation of the following (whether they are held in the cabin or in the hold):

• 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 a cabin baggage
• medications, dressings and any syringes or auto-injectors needed for medicine administration

Transporting a manual and foldable wheelchair in the cabin is possible, subject to the aircraft type and the specific physical characteristics of the wheelchair.

In the HOLD, one piece of luggage of max 23kg is always allowed free of charge for carrying medical supplies (e.g., sanitary devices or other personal care items).

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.

Under DOT regulations there are no designated seats for passengers with disabilities.  Passengers with disabilities may choose a seat of their choice with one exception.

• Passengers requiring assistance on and off the aircraft may not sit in an emergency exit row

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

In certain cases, ITA Airways may require passenger’s to provide a completed ​Medical information form (MEDIF)The link will be opened in a new browser tab which must be signed by you or your representative

The following passengers must provide ITA Airways with a ​Medical Information Form (MEDIF)The link will be opened in a new browser tab:

• A passenger who is traveling in a stretcher or incubator 
• A passenger who needs medical oxygen during the flight  
• A passenger whose medical condition is such that there is reasonable doubt that the individual can complete the flight safely, without requiring extraordinary medical assistance during the flight
• Passengers who have undergone surgery in the 30 days prior to departure

In the above cases, the MEDIF must be completed by your physician, dated within 10 days of your scheduled departure, and must clearly indicate that the passenger is fit to travel and can complete the flight safely without requiring extraordinary medical assistance. 

ITA Airways also requires a MEDIF for any passenger who has a communicable disease or condition that could pose a direct threat to the health or safety of others on the flight. In such cases, the MEDIF must be completed by your physician, dated within 10 days of your scheduled flight, and clearly indicate that the disease or infection would not, under the present conditions in your case, be communicable to other people during the normal course of a flight. The medical certificate must also state any conditions or precautions that would have to be observed to prevent the transmission of the disease or infection to other people in the normal course of a flight.

Finally, a MEDIF completed by a physician stating that the passenger has been examined and is physically fit to fly, and dated within 7 days of the passenger’s scheduled departure flight, must be provided to ITA at least 72 hours prior to such departure, in the following circumstances:

• Women in their last four weeks of pregnancy
• Infants less than seven days old and premature babies
• Those who need to transport biological substances.

ITA Airways ​Assistance Team can provide all the necessary information. 

Online check-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.

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.

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

 In the EU, wheelchair service will be made available by the airport. More details can be found in the section 'type of assistance'.  In the US, wheelchair service is provided by the airline.  Please contact ITA Airways for more information or to set up service.

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
US Regulations allow for passengers to stow their manual, collapsable wheelchair onboard the aircraft if it will fit in the closet or overhead bin.  Airplanes without closets may use the seat strapping method to attach a manual chair to a row of seats.   Otherwise, 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)
Wheelchairs / mobility aids with non-spillable wet batteries, nickel-metal hydride batteries or dry batteries 

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 must not exceed 160 Wh.
• All removed and spare batteries must be protected from damage (e.g. by placing each battery in a protective pouch) and must only be carried in the passenger cabin.
• 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 by phone our ​Dedicated Team or by sending an e-mail to the following e-mail address ​[email protected]The link will be opened in a new browser tab, no later than 48 hours before your flight’s departure, 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 by phone to our ​Dedicated Team or by sending an e-mail to the following e-mail address ​[email protected]The link will be opened in a new browser tab no later than 48 hours before your flight’s departure.

Download the ​formThe link will be opened in a new browser tab fill it out and attach it to your device.

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):

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 reduced mobility, people with vision or hearing loss, people with intellectual disabilities or people with psychiatric disabilities.
Outside of the US, 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

Note: Regulations for service animals are different in the US compared with other locations.  If you are flying in or out of the US please be sure to follow the DOT regulations.  The CDC also recently added new requirements as follows:

General Overview of CDC Requirements

As of August 1, 2024, the Center for Disease Control (CDC) has added requirements for dogs entering the United States. These include:

1. Dog must be at least 6 months old
2. Dog must have a microchip that can be scanned by a universal scanner
3. Dog must appear healthy
4. All dogs must have one or two forms based on their travel history in the 6 months prior to entering the U.S.

There are two scenarios that determine what documentation is required:

1. The dog is traveling from a “Low Risk or No Risk Country” and has not been to a “High Risk Country” in the 6 months prior to entering the U.S.
   Required Documentation: CDC Dog Import Form Receipt (only) 
2. The dog has been in a “High Risk Country” in the 6 months prior to entering the U.S.
   Required Documentation:  CDC Dog Import Form Receipt and  U.S. Rabies Vaccination Form or Foreign Rabies Vaccination Form

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 (muzzle required outside the US) 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:

• Always remain under the direct control of the passenger.
• 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.

Outside of the US, 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

For large service animals, ITA  Airways requires that an animal sit on the lap of the service animal handler (provided it meets any size requirements set by FAA or other safety authority) or in the foot space of the service animal user. ITA Airways requires that the animal not encroach on other passengers’ foot space. If the animal is too large, ITA Airways will always try to move you to another seat location within the same class of service that will accommodate the animal. If there are no alternatives, ITA Airways may require that the animal be transported in the cargo hold free of charge.

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.

​DOT Service Animal Air Transportation FormThe link will be opened in a new browser tab

• This form requires passengers to provide information about the health and training of the service animal.
• The form must be “current” which DOT defines as dated after the passenger has booked his/her travel.
• Total failure to submit the form is grounds for refusal to transport the service animal. However, if a passenger does submit the form but does not meet the 48 hour threshold, ITA Airways will accommodate the service animal request to the extent practicable.

​DOT Service Animal Relief Attestation FormThe link will be opened in a new browser tab

• For flights to/from the USA, scheduled to last eight or more hours, ITA Airways requires this form which certifies that the animal can relieve itself in a sanitary manner or will not need to relieve itself during flight.
• For passengers who book travel within 48 hours of departure, ITA Airways requires the form(s) be presented at the departure gate.

These forms require passengers to swear to the truthfulness of their statements. If ITA Airways believes that a passenger has falsified information on the forms, DOT has established an email address where carriers can report such behavior. 

For the transportation of guide and service dogs no container is required in the cabin, as long as the dog is leashed and the owner carries a muzzle (to be used only if needed)

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.

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 MEDIFThe link will be opened in a new browser tab)  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​ Assistance Team. If calling from abroad ​check here.

The service does not fall under Regulation EC1107/06.

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

• As oxygen therapy is not part of the normal aircraft structure, you will need to request this service from the ​Assistance Team at least 96 hours before flight departure (excluding weekends/holidays). To request this service from overseas, please check ​here.
• The availability of the service will depend on the amount of oxygen required for the passenger and the duration of the flight.
• Passengers travelling with oxygen therapy equipment must have air travel clearance (​or MEDIFThe link will be opened in a new browser tab) 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:

1.    An authorization request must be obtained by contacting the ​Assistance Team at least 48 hours before the departure of the flight, following authorization by a medical professional.

2.    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 can do so free of charge, on condition that the same is permitted on board our flights ​please see here for the list of authorized equipmentThe link will be opened in a new browser tab.

It is not necessary to fill out the medical form (medif); a medical certificate is sufficient to certify:

• that the user of the POC has the physical and cognitive abilities to use it independently, or if it is necessary for them to travel with a person capable of performing these functions on their behalf;
• whether the use of the POC is required for the entire duration of the flight or only for part of it;
• what the maximum oxygen flow required is.

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.
8. In the US, people carrying POC’s onboard the aircraft who require the use of oxygen during taxi, takeoff, and landing, may not occupy a bulkhead seat as the POC is required to go under the seat during taxi, takeoff, and landing. 

Please Note: We also accept oxygen concentrators that are not listed in the above-mentioned list of authorized equipment, as long as they have a label with the following declaration highlighted in red

Example of the required POC label:
“The producer of this portable oxygen
concentrator has determined
this device complies with all
applicable FAA acceptance criteria for
portable oxygen concentrator carriage and use on board aircraft.”

Please refer to the ​transportation conditions for batteries

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 ​Assistance Team.

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

As per US and EU Regulations, our crews can provide assistance to passengers with disabilities and reduced mobility for:

• accompanying them from their seat to the restroom (Outside of the US, there is no obligation to lift the passenger or provide assistance in using the restroom).  US regulations do require onboard staff to assist passengers with lifting and transferring to and from the onboard aisle chair.
• 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)
• storing and retrieving items from the closet and/or overhead bins

Therefore, if a person with a disability or reduced mobility needs to be helped to perform these specific functions (e.g., use of toilet, administering meals or medication), they need to travel with a companion for the care and safety of the person.

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

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

In accordance with the current US and EU Regulations, 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 ​Assistance Team. If calling from abroad ​click here.

If a person with a disability 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.

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), following the instructions provided in the ​dedicated online applicationThe link will be opened in a new browser tab.

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.

If a person with a disability  believes that they have suffered a disservice in violation of USDOT 14 CFR Part 382, they can file a complaint with the ITA Airways or Airport Operator as the case may be.  Passengers also have the right to file a complaint with the US Department of Transportation (DOT).  For more information visit: ​https://www.transportation.gov/airconsumer/file-consumer-complaintThe link will be opened in a new browser tab

In case of lost or damaged wheel chairs, or other mobility and assistance devices, the passenger who flew on an ITA Airways flight can send a complaint using our ​contact formThe link will be opened in a new browser tab.

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 ​hereThe link will be opened in a new browser tab.

Airline Passengers with Disabilities BILL OF RIGHTS ​hereThe link will be opened in a new browser tab.

Getting to the airport, finding oneself in large and noisy spaces, boarding an airplane are seemingly simple things, but for people with autism they can be moments of discomfort.

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

The initiative is part of the broader ENAC project “Autism - Traveling through the Airport.” ITA Airways is the first airline to join, in partnership with the ANGSA association (Associazione Nazionale Genitori perSone Autistiche - National Association of Parents of Autistic People), with the aim of helping people with autism to live serenely a unique experience such as traveling by air, in every moment. 

All details ​here.

Please refer to our ​Accessibility Statement.

• Onboard oxygen therapy 1 May 2025 Update on the list of portable oxygen concentrators (POC) allowed on ITA Airways flights
• Recognized assistance dogs and emotional support animals 1 August 2024 News New Regulations for Transporting Dogs to the USA - CDC Final rule -
• Ensuring Safe Accommodations for Air Travelers With Disabilities Using Wheelchairs. Docket No. DOT-OST-2022-0144 ̃RIN 2105-AF14 (see CFR 382.41b) - Updated 16 January 2025
• Safety  Briefing Card: 14 February 2025 "Safety Briefing Card A321Neo"
• Safety  Briefing Card: 21 March 2025 "Safety Briefing Card A350-900"
• Safety Briefing Card: 4 April 2025 "Safety Briefing Card A330 Neo"
• Safety Briefing Card: 16 May 2025 "Safety  Briefing Card Airbus320 Neo"
• Safety Briefing Card: 9 June 2025 "Safety Briefing Card A220-100"
• Safety Briefing Card: 14 July 2025 "Safety Briefing Card A220-300"