Special Assistance

Assistance for Disabled travellers and passengers  with reduced mobility

We’re here to provide you with the help you need on your journey, from when you arrive at check-in, board the aircraft and arrive at your destination.

What we can do to assist you?

A range of services are available from us or other service providers at the airports. Once we know your needs, we will take it from there to make sure the arrangements are in place.

Depending on your individual needs and requirements we can:

When you reach the aircraft and are seated, our cabin crew and staff will do their upmost to make you feel comfortable during your flight.

They can:

You will be seated in an appropriate area of the aircraft and, where possible, in a seat where the armrest to the aisle lifts up.

What you’ll need to do

During the flight, all passengers are responsible for their own personal care. This includes eating, drinking, taking medicine, and their personal care in the toilet (If you are able to get to the toilet unaided ** see below).

You will need to travel with a Safety Assistant (see the Safety Assistant Fares section) if you need help to do any of the following:

Please note: (**) In case you have not travelled with us before, you should be aware that we operate a fleet of smaller aircraft, which may not have the same facilities you are used to with larger carriers. For example, due to the size and configuration of the aircraft, we are not able to carry a wheelchair on board and the toilet cubicles are smaller. This means you should consider your personal care Before boarding the flight, particularly for the use of the toilet.

Overnight delays/diversions

It is also important that you consider the possibility of a diversion or overnight stop, for example during weather disruption.

In these circumstances, we will endeavour to provide accommodation suitable for your needs but we are not in a position to provide specialist care or assistance to passengers, above and beyond what is outlined above, so you will need to take care of yourself overnight and at mealtimes.

If you find that your flight has been diverted or delayed overnight, our accommodation provider will do their best to find accommodation suitable for your needs (and accessible transportation to get you to/from the accommodation). You can also make your own arrangements, keep your receipts and we will reimburse your reasonable expenses (This is up to a maximum of £100 per person and excludes alcohol).

A Safety Assistant fare is now available (see the Safety Assistant Fares section below).

 

How to request assistance

You can request assistance by contacting our Reservations team after booking a flight. This should be a minimum of 72 hours prior to travel but ideally as soon as possible. This ensures that we have time to provide the appropriate advice and make the necessary arrangements for you.

We will ask a series of questions to determine what kind of assistance you require. This includes whether you can manage the aircraft steps unaided, or just need assistance to and from the aircraft. We will also ask whether you can make your own way to the seat or require help. We will also check whether you need to travel with a safety assistant.

Wheelchair assistance through the airport - to and from the aircraft

To help you get to and from the aircraft, a wheelchair will be made available if requested in advance.  With the exception of the Emergency Exit rows you may choose to sit in any row of the aircraft by pre-selecting your seat on the website or you will be allocated a seat without charge at check-in.

Assistance through the airport and with the aircraft stairs

When providing assistance with aircraft stairs, you may hear us use the term “lift on”. By this we mean the use of specialist stair climbing equipment to help people with reduced mobility to get onto the aircraft.

If you require assistance for the stairs, please call our Reservations team as soon as you have booked on 01481 267267. We have specialist stair climbing equipment (S-MAX) to help passengers up and down the aircraft stairs of the ATR and Embraer. The chair has a maximum weight limit, but due to our aircraft size (our aircraft aisle is just 18” wide and the seat 16” wide) please do make us aware if you weigh more than 120kgs, and as our larger customers may also need extra equipment please confirm when booking assistance if you weigh over 80kgs. You may choose your own window seat in any row of the aircraft (except an Emergency exit row) on the Aurigny website - or you will be allocated a window seat without charge at the check-in desk. We request that you are seated in a window seat for your own comfort and to avoid disturbing you when the adjacent passenger is boarded.

Assistance through the airport and with the aircraft stairs and into your seat

If you are unable to manage to manage stairs or reach your seat on the aircraft without assistance we can arrange for a full "lift on" service using specialised equipment.

If you require assistance for the stairs and to your seat, please call our Reservations team as soon as you have booked on 01481 267267. We have specialist stair climbing equipment (S-MAX) to help passengers up and down the aircraft stairs of the ATR and Embraer. The chair has a maximum weight limit, but due to our aircraft size (our aircraft aisle is just 18” wide and the seat 16” wide) please do make us aware if you weigh more than 120kgs, and as our larger customers may also need extra equipment please confirm when booking assistance if you weigh over 80kgs.You may choose your own window seat as close to the floor level entrance/exit door at the REAR of the aircraft (except an Emergency exit row) on the Aurigny website - or you will be allocated a window seat without charge at the check-in desk. We request that you are seated in a window seat for your own comfort during the boarding process and to avoid disturbing you when the adjacent passenger is boarded.

If you are unable to do any of the below, you should travel with a Safety Assistant (see Safety Assistant Fares)

Reach an emergency exit unaided in the case of an emergency.

Lift yourself in and out of your seat.

Follow safety instructions and communicate with crew members on safety matters. This may apply to passengers having a severe learning/cognitive disability or an age-related impairment such as dementia.

Fasten/unfasten your seat belt.

Retrieve and fit a life jacket and an oxygen mask.


Safety Assistant Fares

Where a passenger needs to travel with a Safety Assistant, but would otherwise be travelling alone, we have introduced a new fare scheme.

Under this scheme, Aurigny will provide a complimentary ticket to the Assistant for any ‘positioning’ legs of the journey, i.e. where no assistance is required and the assistant is travelling alone. The ticket for the journey where they provide the assistance (travel with the passenger) will be charged at the normal rate.

Complimentary flights must be within 36 hours of the flight they are providing assistance on, or the next available return scheduled service. This may involve travelling to and from a different airport. Aurigny reserves the right to restrict the sale of Safety Assistant fares subject to commercial loads, in which case the nearest alternative flight will be offered.

A Safety Assistant must be aged 16 or over and capable of looking after all aspects of the welfare of the passenger – in particular assisting the passenger to the emergency exit. If a passenger is already planning to travel with another person, such as a family member or friend (aged 16 and over) who can provide the necessary assistance, this can be booked in the normal way.

Procedure for booking Safety Assistants

If the same Safety Assistant is travelling with the passenger outbound and/or inbound, please book the passenger and Assistant together in the same booking on the Aurigny website and then call us to arrange the complimentary flights, where the assistant will be travelling alone

If different Assistants are travelling with the passenger on their outbound and inbound flights, follow the same procedure, using the name of the first Assistant on both flights. Then call us and we will arrange the complimentary flight for each Assistant and make the necessary name change.

This all can be done by calling Reservations on 01481 267267.

Medical advice

Aurigny may need to request written professional medical advice from the passenger to confirm that the passenger is fit to fly. Any associated cost for such advice will need to be met by the passenger.

Aurigny follow CAA guidelines and further information can be found. CAA website

Plaster Casts

Due to the risk of swelling;  passengers fitted with a plaster cast less than 48 hours before flying MUST have the cast split by a medical professional or they cannot be accepted for travel. Passengers with leg casts cannot extend their leg in to the aircraft aisles as these need to be kept clear at all times. If extra space is required it may be necessary to purchase an additional seat to ensure sufficient space is available.

Expectant Mothers

What are the regulations for expectant Mothers?

For a woman with an uncomplicated pregnancy, flying is usually fine, so any mother in this category can fly with us without any need to declare their pregnancy or fill in a form, up to the end of their 27th week.

From January 2016, we’re making it easier for expectant mothers who are further into their pregnancy to fly with us. If you’re experiencing a normal pregnancy, without complications, then you can fly with Aurigny after your 27th week and up to and including your 35th week, as long as you sign a disclaimer saying you’re fit, aren’t expecting twins, or have been advised by your doctor that you shouldn’t fly. Please download Pregnancy Disclaimer form CSI 2016 15 Flying during Pregnancy Form.doc. We hope this will make it easier for pregnant mums in Alderney to visit Guernsey without the need for a nurse escort.

After your 36th week of pregnancy, or if you’re experiencing complications, we will always need to see your doctor’s letter confirming, that in their opinion, you are fit to fly with us.

Carriage of Infants

Infants are deemed to be under two years old (24 months) and must travel on the lap of a parent or guardian using a special supplementary loop belt to ensure they are safely and securely fastened. Infants are only charged the applicable taxes/fees, there is no fare charged by Aurigny because of the shared seating arrangement. On the day of the infant's second birthday they will be charged a child fare and seated in their own seat. NB this additional tariff applies on the anniversary of their birthday and may mean that an outbound fare is charged at the infant rate while the return is charged at the child rate.