Example - Delta Airlines
Delta strives to make sure
that passengers with special physical and medical conditions have a pleasant
and convenient flying experience. We offer a wide range of services and
trained personnel to assist you throughout your travel, from curbside
The following frequently asked
questions provide important information about traveling with Delta. You
may also call 1-800-221-1212 to speak directly with one of our reservations
representatives about your specific questions.
Before You Fly
How do I make arrangements
for special assistance?
It is best to make your request when you book your reservation. The more
information you can provide to our reservations representatives when making
your travel plans, the more we can help you. Our representatives will
answer questions, discuss your specific needs, and alert you to special
notifications and procedures. For example, 48-hour advance notice and
an early check-in time are required if you need oxygen or a respirator
hookup aboard the plane, or if you are shipping certain battery-powered
What if I have mobility needs?
Delta's customer service personnel are available to assist customers with
special needs in boarding, deplaning and connecting with your flights.
Delta provides free wheelchair
service to and from the gates. Please let us know if you require this
service when making your reservation. Once at the airport, you can alert
a skycap at curbside or a Delta representative at the ticket counter,
and a wheelchair will be provided for you.
If you need boarding assistance, Delta has a specially designed "aisle
chair" to carry you to and from your seat. Every Delta aircraft also
carries a wheelchair for use between the lavatory and your seat.
If you need help making a connecting flight, we will arrange for a wheelchair
to transport you to the appropriate gate. Electric cart transportation
is also available in several locations. If your trip is over, we will
take you to the baggage claim area or wherever you need to go in the airport.
Is it necessary to advise Delta in advance that I will need a wheelchair?
Although we do not require you to request a wheelchair in advance, it
helps us provide you with better service if you do. It also helps if you
notify us of your wheelchair request when you arrive at the airport for
your departing flight.
What if I require special seating on the aircraft?
Passengers with disabilities may be seated anywhere in their ticketed
class of service except in emergency exit rows. You should ask your reservations
representative or ticket agent about special seating accommodations if
you are traveling with a service animal or an attendant who assists you
with certain functions during flight, if you have a fused leg, if you
need a seat with a movable aisle armrest or if you use an aisle chair
to reach your seat.
What do I need to know about
Delta's Connection Carriers?
Be aware that when a travel itinerary involves one of Delta's Connection
Carriers, you will need to use the steps to enter the aircraft. If you
are unable to negotiate steps to board the aircraft, please inform our
reservations agents so they can provide you with details about boarding
assistance for our partner airlines.
What if I have a service animal
or an assistive device?
Delta welcomes service animals that are trained to assist our passengers
with mobility, sight or hearing disabilities in the cabin on our flights.
However, some locations, including Hawaii and Great Britain, have quarantine
laws and others may prohibit or restrict entry of these animals. You should
check in advance of your travel date with Delta or your travel agent regarding
any applicable restrictions.
Assistive devices or life-support
equipment (non-oxygen generating) may be brought into the aircraft provided
that the apparatus can fit into a storage location approved by the Federal
Aviation Administration (FAA). If you require additional space to accommodate
your assistive equipment, you may need to purchase an additional seat.
What if I have a medical condition
and/or need to travel with oxygen?
Delta may require a medical certificate explaining your health condition
and the possible impact on other travelers. For example, if you have an
infectious disease, Delta may require a medical certificate from your
physician explaining that your disease is not communicable to other passengers
during the normal course of a flight. Delta also requires a medical certificate
authorizing the administration of oxygen or confirming that a medical
condition would not necessitate extraordinary medical assistance during
With a minimum of a 48 hours'
notice, Delta can provide oxygen onboard the airplane on all of its domestic
and international flights. (Delta Express and Delta Connection flights
are not equipped to provide oxygen. This service may not be available
on Delta codeshare flights. Check with Delta reservations by calling 1-800-221-1212
for information.) For safety reasons, FAA regulations permit only the
use of airline-provided oxygen equipment. Delta does not provide oxygen
service while you are on the ground. If such service is necessary, passengers
must make their own arrangements. Delta charges a fee for on-board oxygen
What if I need to take medication
at a certain time?
Passengers always should bring medication onboard in carry-on baggage.
Never put medicine in your checked baggage. Our airplanes do not have
refrigerators onboard, so please plan accordingly. If you use needles
to inject medication, it is helpful to have a doctor's statement with
you in case security officers have any questions. Delta personnel will
not be responsible for administering medication of any kind.
What if I have special dietary
Delta offers a variety of meals to comply with special dietary requirements
on flights which have scheduled meal service. Advanced notice is required
and you should ask about meal options when purchasing your ticket. For
example, we offer vegetarian, diabetic, low-sodium and low-cholesterol
meals on request.
I need someone to meet my grandmother
to assist her in connecting to another flight. She will also need a wheelchair.
Please call Delta Air Lines Reservations at 1-800-221-1212 for wheelchair
assistance and special services.
At the Airport
What is the difference between
wheelchair and electric cart service?
Electric cart service is available only at select airports. Electric carts
can not take passengers to different concourses or terminals. Also, electric
carts generally make stops at the gates as needed. On the other hand,
wheelchair services can be prearranged and will provide transportation
to connecting flights and other parts of the airport.
What if I am traveling with
my own wheelchair?
Delta transports most types of wheelchairs, including folding, collapsible
or non-folding manual wheelchairs, electric/battery-powered wheelchairs
and electric-powered carts. We ask that you check your wheelchair at the
ticket counter or gate, and we will return it to you at the gate or the
baggage claim area, as you prefer, when your flight lands.
If you have a battery-powered
wheelchair, we ask that you check in at the ticket counter one hour in
advance so that we can properly prepare the chair for loading into the
cargo section of the plane. We make every effort to load your chair in
an upright position and without disconnecting any components. However,
some batteries are subject to dangerous goods handling procedures and
may require special packaging. We recommend that you have written instructions
available to explain how to disassemble your wheelchair.
What if I have a hearing disability?
Please let us know when checking in at the gate if you have a hearing
condition so that our gate agents can inform you of any important announcements
before the flight departs. When onboard, notify the flight attendants
so that they can alert you to any important flight information. In the
airport, our gate agents or customer service representatives can assist
you with potential gate or schedule changes. Additionally, if you need
to make a phone call, most airports have TDD equipment, and our agents
can direct you to their locations.
What if I am visually disabled?
If vision conditions make it difficult to find your way through the airport,
please request assistance at curbside. A skycap will help you to the check-in
counter. From there, a Delta representative will help you get to the gate
and assist you with boarding the airplane.
Please also alert the flight
attendants. You may need assistance stowing your luggage or identifying
items on the service panel. In addition, notify the flight attendants
if you will need help leaving the aircraft on landing. If you need help
finding the gate for a connection, the baggage claim area or checking
the status of a connecting flight, a Delta representative will be happy
Is there a charge for transfer
Delta provides wheelchair assistance without charge. While a gratuity
for the wheelchair attendant is permissible, solicitation of tips is prohibited.
You should never be asked for a payment or tip. If this occurs, please
notify a Delta agent.
How long should I expect to
wait for a wheelchair when connecting to another flight?
We realize that you may be eager to deplane and get on your way to your
connecting flight. However, due to the size of our operations at large
hub cities, such as Atlanta, Dallas/Ft. Worth, Cincinnati and Salt Lake
City, a wait for a wheelchair and attendant is not uncommon. Rest assured,
we will be aware of your connection time and will plan for the transfer
What if I encounter a problem?
Delta has specially trained complaint resolution officials, CRO, in every
airport to meet the needs and concerns of our passengers with disabilities.
These employees are responsible for ensuring that disabilities policies
and procedures are properly implemented. They will be happy to address
any of your questions or concerns. To locate these officials, ask any
Delta representative at the airport.
We want to hear from you. If
you have comments or suggestions on how we can better serve you, please
fill out our Customer Comment card located in Sky magazine, write to us
at Delta Air Lines, P.O. Box 20980, Atlanta, Georgia 30320-2980