A person is considered to have a disability or reduced mobility when their ability to use the transport is reduced by a physical (sensory or locomotive, permanent or temporary) or intellectual disability or impairment, or by reason of age or other factor, resulting in them requiring specific assistance and adaptation of the service to their needs.

Travelling assistant

• A travelling assistant is not required for any physically self-sufficient person who is able to assist themselves in evacuating the aircraft. In practice, self-sufficiency means a person being able to unfasten their seat belt, leave their seat and reach an emergency exit unaided; get and put on a life jacket and oxygen mask without assistance; and understand the safety instructions and advice given by the crew in an emergency (including information in accessible formats).
• A travelling assistant is anyone over 12 years old on domestic flights and over 15 years old on international flights who is willing and able to assist a physically disabled passenger in an emergency and who can understand and apply safety instructions.
• A blind person can be accompanied by a guide dog in the cabin, even if it weighs over 8 kg. Guide dogs must wear a muzzle and carry an up-to-date vaccination record.
• Authorizations for passengers with reduced mobility should be requested by fax to the Air Europa Special Requirements Department on 902 401 505, providing as much detail as possible of the type of disability, number of companions, etc.

Wheelchair services:

We offer three types of wheelchair services. When requesting this service, please specify the type required:

• WCHR: (R for Ramp) The passenger is able to walk up and down the stairs of the plane and make their own way to their seat, but needs a wheelchair to get from the check-in to the plane and vice versa.
• WCHS: (S for Steps) The passenger cannot walk long distances or up and down the stairs of the plane, but once in the cabin is capable of making their own way to their seat.
• WCHC: (C for Cabin Seat) The passenger is completely immobile (paraplegics, etc.) and needs to be taken from the check-in to their seat on the plane.

(It is important to clearly specify which of the three types is required when requesting the wheelchair service, so that the assistance the passenger needs can be provided).

Baggage allowance

In addition to the standard baggage allowance, passengers may also take 2 wheelchairs or mobility devices, crutches or similar at no charge.

Passengers with limited ability to sit

1. General

For safety reasons, all passengers other than those travelling on a stretcher are asked to sit upright during taxiing, take off, turbulence and landing.

Note: Seats that recline to appropriate angles can only be provided in Business Class on some aircraft types.

Passengers with reduced mobility who cannot sit upright unassisted and who do not meet Air Europa's criteria for sitting on the lap of an adult or using a child seat may use certain auxiliary devices. These must be provided and adjusted by the passenger. The Company must be informed of the use of such devices.

2. Classification and approval

The following devices are acceptable on an Air Europa flight if the passenger signs a Liability Release Form and the device can be installed correctly on the aircraft seat.

• Cushion. Chronic pain makes it difficult for some passengers to sit. Some passengers suffer from neck or back pain, chronic pelvic pain (symphysis pubis dysfunction - SPD), or just sore hips. People suffering from coccyx pain also have trouble sitting. Some people are helped by sitting on cushions that are cut away on one side to relieve pressure on the sitting bones; these can also help with spinal injuries and arthritic or orthopaedic conditions. For this reason, Air Europa permits doughnut and wheelchair cushions on its flights, as long as they fit on the seat and do not stop the passenger from fastening their seatbelt.
• Crelling harness. This is designed to support and protect passengers (children and adults) with specific requirements. It is not a safety harness and must be used with the aircraft seatbelt. It straps around the back of the seat and is tightened to fit securely (it does not interfere with the drop down table of the passenger sitting behind) using a 5 point harness.
• Body support. This device moulds to the body holding the desired posture, sometimes using vacuum technology. It is designed to be used anywhere, maintaining full body support by stabilising the torso. It is flexible to the touch and easy to install on the aircraft seat. There are two side holes for the seat belt, which must be fitted before the passenger sits down. An air chamber in the seat back is used to inflate the bag, which moulds to the shape of the body, providing full body support. This may take a few minutes. The passenger should therefore board the flight first.
• Travel chair. Providing head support, straps and foot rests, with a 5 point harness providing complete upper body support. These chairs allow disabled passengers with limited upper body support to travel in comfort. They are very much like a child's car seat in design. They were developed to help children with specific requirements (usually aged 3 to 11, although the limits depend on size and weight). They fit into a conventional seat using an adjustable security strap. This is not a safety harness and must be used in conjunction with the aircraft seat belt. There are two side holes for the seat belt, which must be fitted before the passenger sits down.
• Limitations. While the width of aircraft seats varies, a device wider than 40 cm (16 inches - the distance between armrests) is unlikely to fit, even if the armrests are moved as far as possible. Passengers will not receive adequate protection from a poorly fitting device.
• Passengers whose needs are not met by any of the above devices, may be accepted in the cabin under the rules set out for Stretcher Passengers (STCR).

General Conditions of Acceptance

As foreign carrier, Air Europa fully complies with the ACAA. For additional information, you may request a copy at Air Europa Airlines airport location, ticket office or you may simply print a copy of the U.S. Depatment of Transportation (DOT) regulations on Non Discrimination on the Basis of Disability in Air Travel (14 CFR part 382).

• The purpose of the ACAA is to ensure that you cannot be disciminated against, when traveling on an airline, solely because of your disability.
• Discriminate against any qualified individual with a disability by reason of the disability;
• Require anyone to accept special services.
• Deny an individual transportation even if separate or different services are available for individuals with disabilities.
• Take adverse action against someone asserting ACAA rights

If you encounter problems when traveling with us, feel to ask our customer service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware or respond to your concerns. Our CROs are available:

• Postal Address:
  Air Europa
  Polígono Son Noguera, 
  Carretera Arenal-Llucmajor Km 21.5
  Llucmajor | CP 07620 | Illes Balears | Spain
  Illes Balears
  Spain
• Toll free hotline from USA: 800 798 57 73
• Toll free hotline from Spain: 900 846 050 
• E-mail Address: croaireuropa@air-europa.com
• Schedule: 08:00 – 22:00 LT

The DOT has a toll free hotline to assist passengers with disabilities.

You make contact the DOT:

• Toll free hotline from USA for passengers with disabilities, 1-800-778-4838 (voice) or 1-800-455-9880 (TTY);
• By phone to Consumer Affair of Aviation Office 202-366-2220 (voice) or 202-366-0511 (TTY);
• Address:
  Air Consumer Protection Division, C-75, 
  U.S. Department of Transportation, 
  1200 New Jersey Ave., SE., 
  West Building, Room W96-432, 
  Washington, DC 20590; and
  Website of the Consumer Affair of Aviation Office: http://airconsumer.ost.dot.gov

Advance notice Requirements

We will need al least 48 hours advance notice for the following requests:

• Accommodation for travel in a stretcher
• Transport of your wheelchair or other assistive device that uses a gel cell or wet cell battery
• Reservations for a group of ten or maore qualified individuals with a disability travelling as a group

If advance notice or check-in requirements cannot be met, the services may still be provided if it can be done without delaying the flight.

Reservation

To make a reservation online, simple tell us what your requirements are.

To make a reservation by telephone, call our Reservations Centre. When making your reservation, simply inform the Reservation Agent of your special need. Our agents are trained to accommodate the special need of our passengers. If you are not sure, ask them what assistance is available and inform them how your needs can best be met. In addition, let us know:

• If you need assistance to/from the ticket counter and departure gate.
• If you will be travelling with a service animal or assistive device.
• If you have a power wheelchair and, if so, what type of battery it uses al least 24 hours prior to your scheduled flight departure.

You may wish to relay to the reservation Agent if you are using a wheelchair.

• Can go up and down steps.
• Can walk to your assigned seat.

Need assistance boarding and/or deplaning the aircraft, and whether you will be travelling with a companion to assist you.

• If you have a visual impairment.
•  If you have a hearing impairment.
• If you have special seating requirement due to mobility needs or any other reason.
•  If you are travelling with an attendant and need adjacent seating or if an attendant or medical equipment service company will be meeting you.

Any other special requirement

Seats

Air Europa will pre-assign a seat for you if you let us know al least 48 hours prior to your scheduled departure if you:

Require assistance with a boarding chair to get to your seat and are unable to transfer over a fixed armrest.

• Travel with a personal care attendant
• Travel with a service animal
• Have a fused or immobile leg

Anyone who self-identifies as having a special need other than one of the four listed above, and requests special seating accommodations, we will assign a seat as request. However, if on the day of departure a qualified individual with a disability will need that seat, you may be asked to move.

• You will need to travel with a personal care attendant if:
• You must be transported in a stretcher
• Because of a mental impairment, you are unable to understand or respond appropriately to safety instructions from Air Europa personnel.
• You have mobility impairment so severe that you would be unable to assist in your own evacuation of the aircraft in the event of an emergency.
• You have both severe hearing and severe vision impairments, if you cannot establish communication with or are unable to respond appropriately to a safety briefing or safety instructions for Air Europa personnel

If you advise Air Europa that you fit into one of the above categories, you will be required to provide your own personal care attendants and the attendant must pay the fare applicable at the time of making a reservation.

Person stoutly built

• If you are a stoutly built person and require an additional seat for travel, please advice the Reservation Agent so that we may accommodate your needs. Air Europa will charge the same fare for the additional seat(s) purchased to accommodate your requirements.
• Accessibility on Air Europa aircraft
• Economy class seats with movable armrests are identified by the type of aircraft and location.
• All Airbus aircraft will incorporate movable armrests in the economy class section, except in designated emergency rows and the first few rows.
• The type of aircraft is specified in our reservation system. The type of aircraft is usually available 24-48 hours prior to flight departure.
• Airbus A330-200 Aisle seats from row 15 to 55: C and G

Transport of medical devices on board

This subchapter applies to the transport of medical equipment on Air Europa flight operations to, from and within the United States of America (USA).

Transport of dangerous goods by air must be in accordance with,

United States Regulations (49 CFR Parts 171-180) or the ICAO Technical instructions as limited by 49 CFR Part 171 Subpart C.
The requirements of 49 CFR 175 applies to all shipments offered for air transport to, from or within the United States, including when the shipment is prepared in accordance with these Regulations.

Part 175 contains additional requirements applicable to any person who performs, attempts to perform, or is required to perform a function subject to 49 CFR and is also applicable to air passengers and crew.

ICAO Technical Instructions. When the ICAO Technical Instructions are used for consignments of dangerous goods, failure to comply with the ICAO Technical Instructions and all relevant US variations is a violation of the United States Regulations.

Note: The IATA Dangerous Goods Regulations are fully in compliance with ICAO Annex 18 and its associated Technical instructions.

SFAR 106 – Rules for use of portable oxygen concentrator system on board aircraft.

United States Regulations (14 CFR Parts 125 y 135) Use of certain portable oxygen concentrator devices onboard aircraft.

• Department of Transportation. – Federal Aviation Administration (14 CFR Part 382) Non discrimination on the basis of disability in air Travel.
• Department of Transportation. – Federal Aviation Administration (14 CFR Part 121) Use of conditional portable oxygen concentrator devices on board aircraft.

Information about Travelers with disabilities & Medical conditions: www.tsa.gov

MEDICAL DEVICES ON BOARD: VENTILATORS, RESPIRATORS, CPAP (Continuous positive airway pressure) and concentrador portátil de oxígeno (POC).

Reservation / Information

It is recommended that you notify Air Europa at the time of reservation or 48 hours before flight time that you will be flying with medical devices on board to verify their policy and check-in one hour before the check-in time for the general public to receive the services and accommodations in case of user of his/her ventilator, respirator, CPAP machine or POC.

The passenger shall make the requirement through the Telephone Assistance Centre on Schedule flights (the confirmation will then be shown in the reservation for that passenger).

A medical certificate shall be required for a passenger with a disability:

• Who is traveling in a stretcher or incubator;
• Who needs medical oxygen during a flight (NOTE: Air Europa does not supply oxygen equipment for passenger assistance.

; or

• 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

For purposes, a medical certificate is a written statement from the passenger´s physician saying that the passenger is capable of completing the flight safely, without requiring extraordinary medical assistance during the flight.
To be valid, a medical certificate must be dated within 10 days of the scheduled date of the passenger´s initial departing flight.

Check-in and Seating

Passenger must use check-in desk for control purpose.
Check-in Agent must check:

• No person using a portable oxygen concentrator is permitted to sit in an exit row.
• Ensure the device is approved for use onboard the aircraft. Check reservations (MEDA).
• Ensure that a passenger brings an adequate battery supply to power his/her device.
•  

Note: Air Europa cannot ensure the availability of electrical outlets and/or electrical supply on board their aircraft.

Inform passenger that the medical device must be placed under the seat in front or in the bean/rack.

Air Europa keeps the right to deny the transportation to those passengers who do not carry suitable or enough equipment and/or batteries necessary for the flight, or who did not make the necessary special arrangements for such transportation.

According to the oxygen capacity requiring and how long the flight last, two types of equipment may be considered:

Mobile kit, which does not require neutralizing extra seats. Kit is installed under the seat in front of passenger’s seat.

Fixed kit (not provided by Air Europa), requiring neutralizing a part of or all the seats next to the passenger. Necessary seats for the kit may be occupied by the persons accompanying the disabled passenger.

The station is informed of the presence of OXYG passengers by a message from the department responsible for the reservation.

In the event of full flights, the passenger must be protected and never be denied boarding.

The passenger must turn up at the check-in counter with time enough to carry out all necessary arrangements established locally on this airport.

No Advance Check-in Time has been defined as it may vary depending on the airport.

For security reasons, the passenger will be allocated on a window seat and (where the flight is not fully booked) the nearer seats will be neutralized.

The passenger will not be allocated on seats near to bulkheads and/or emergency rows or on a row adjacent to the emergency row, to ensure that the equipment is not displaced and that the passengers’ evacuation in case of emergency will not be obstructed.

The passenger must be informed that the equipment will be stowed underneath the forward seat during any phase of the flight, for whose purpose, the equipment must not exceed the relevant cabin baggage size.

The passenger must turn up at the boarding gate at least 00:45 hours prior to the departure time to board before the rest of passengers and be introduced to the cabin crew.

Restrictions / Prohibited devices for transportation

Please note that portable oxygen systems containing liquid oxygen are not accepted onboard, is forbidden under all circumstances, on the person, can not be checked or carried-on, even if the container is empty.
Chemical oxygen generators (generators must not be confused with concentrators), are strictly prohibited for its transportation.
Non-certified or not duly identified equipment and/or cylinders containing oxygen devices, equipment and/or cylinders are strictly prohibited for its transportation.

Oxygen supply by Air Europa

General Policy. Air Europa does not supply oxygen equipment for passenger assistance, this service is not available on Air Europa flights, however the passenger may carry the devices, equipment and/or oxygen cylinders, whether own or hired through specializing entities, as long as they meet the requirements set forth in this subparagraph and subject to previous approval by Air Europa.

Important note: The emergency oxygen installed on board the aircraft is used for unforeseen use and not for its use on passengers with special needs previously known.

Oxygen or air cylinders required for medical perposes

Passengers are not allowed to use their own oxygen cylinders in-flight.
Federal Aviation Administration (FAA) regulations prohibit use of personal oxygen units during flight. However, the FAA has issued guidelines for use of certain portable oxygen concentrators (POC) onboard.

NOTE: Equipment and/or cylinders containing oxygen or air may be carried as checked baggage, duly packed, as long as the equipment and/or cylinders pressure indicates “0”; being produced at the check-in counter with the valve / nozzle separated from the cylinder, thus allowing the check-in personnel to verify that tanks are purged.

Medical devices on board

Ventilators, Respirators, CPAP (Continuous positive airway pressure) and portable oxygen concentrator (POC). (USA FLIGHTS)

Aplication

This rule is based in the Federal Register 382.133 (d) (Requirements concerning evaluation and use of passenger-supplied electronic devices that assist passengers with respiration in the cabin during flight).
This rule applies to both the aircraft operator and the passenger using medical devices on board the aircraft.

Acceptance – Portable oxygen concentrator (POC)

Air Europa accepts the transport of following portable oxygen concentrators:

AirSep FreeStyle

AirSep LifeStyle

Delphi RS-00400

Inogen One

Invacare XPO2

Respironics EverGo

SeQual Eclipse.

Above POCs have the following characteristics,

(1) Do not contain hazardous materials as determined by the Pipeline and Hazardous Materials Safety Administration.

(2) Are also regulated by the Food and Drug Administration;
These units perform by separating oxygen from nitrogen and other gases contained in ambient air and dispensing it in concentrated form to the user.

Only lotions or salves that are oxygen approved may be used by persons using the portable oxygen concentrator device.

Operational requirements for medical devices on board

As a foreign carrier operating flights to, from or within the United States, Air Europa must provide the information during the reservation process as indicated in following paragraphs upon inquiry from an individual concerning the use in the cabin during air transportation on such a flight of a ventilator, respirator, CPAP (Continuous positive airway machine), or POC (Portable Oxygen Concentrator) of a kind equivalent to an FAA.approved POC for U.S. carriers:

(1) The device must be labeled by the manufacturer to reflect that it has been tested to meet requirements for medical portable electronic devices set by the foreign carrier´s government if such requirements exist;

(2) The device must be labeled by the manufacturer to reflect that it has been tested to meet requirements for medical portable electronic set by the FAA for US carriers if requirements for medical portable electronic devices have not been set by the foreign carrier´s government and the foreign carrier elects to apply FAA requirements for medical portable electronic devices.

(3) The maximum weight and dimensions (length, width, height) of the device to be used by an individual that can be accommodated in the aircraft cabin consistent with the safety regulations of the foreign carrier´s government.

During movement on the surface, takeoff and landing, the unit must:

(i) Either be stowed under the seat in front of passenger´s seat, or in another approved stowage location, so that it does not block the aisle way or the entryway into the row; or

(ii) If it is to be operated by the user, be used only at a seat location that does not restrict any passenger´s access to, or use of, any required emergency or regular exit, or the aisle(s) in the passenger compartment;

No person using a portable oxygen concentrator is permitted to sit in an exit row;

The requirements to bring an adequate number of batteries as specified and to ensure that extra batteries carried onboard to power the device are package in accordance with applicable government safety regulations.

The user, whose physician statement specifies the duration of oxygen use, must obtain from the aircraft operator, or by other means the duration of the planned flight, the user must bring an adequate number of fully charged batteries onboard, based on the battery manufacturer´s estimate of the hours of battery life while the device is in use and the information provided in the physician´s statement, to power the device for not less than 150% of the expected maximum flight duration.

The user must ensure that all portable oxygen concentrator batteries or other medical devices carried onboard the aircraft in carry-on baggage are protected from short circuit and are packaged in a manner that protects them from physical damage. Batteries protected from short-circuit include:

(1) Those designed with recessed battery terminals; or

(2) Those packaged so that the battery terminals do not contact metal objects (including the battery terminals of other batteries). When a battery-powered oxygen concentrator is carried on board aircraft as carry-on baggage and is not intended to be used during the flight, the battery must be removed and packaged separately unless the concentrator contains at least two effective protective features to prevent accidental operation during transport.

NOTE: Please note that aircraft electrical power is not available for portable oxygen concentrators; therefore, make sure to have enough batteries for the duration of the flight, overlay and unforeseen delays.

Batteries containing Lithium can be divided in two types based on the content of Lithium.

• With a content of up to 8 g Lithium can be carried unlimited.
• With a content of more than 8 g but not more than 25 g, not more than 2 pieces are allowed and only when individually protected against short circuits and wrapped in strong outer packaging can safely be transported in the passenger cabin.

To check the spare batteries which are offered upon check-in, the following equivalent values may serve as an aid:

• Up to 8 g Lithium may also be described as 100 watt/hour or 1450 mA/hour.
• Up to 25 g Lithium may also be described as 300 watt/hour or 4400 mA/hour.

Any requirement, if applicable, that an individual contact the carrier operating the flight 48 hours before scheduled departure to learn the expected maximum duration of his/her flight in order to determine the required number of batteries for his/her particular ventilator, respirator, continuous positive airway pressure machine, or POC;

Any requirement, if applicable, of the carrier operating the flight for an individual planning to use such a device to check-in up to one hour before that carrier´s general check-in deadline; and

Any requirement, if applicable, that an individual who wishes to use a POC onboard an aircraft present to the operating carrier at the airport a physician´s statement (medical certificate).

In the case of a codeshare itinerary, the carrier whose code is used on the flight must either inform the individual inquiring about using a ventilator, respirator, CPAP machine or POC onboard an aircraft to contact the carrier operating the flight for information about its requirements for use of such devices in the cabin, or provide such information on behalf of the codeshare carrier operating the flight.

NOTE: If an individual does not comply with the conditions for acceptance of a medical portable electronic device as outlined, you may deny boarding to the individual in accordance with this section and in that event you must provide a written explanation to the individual in accordance with the FAA Federal Register

Notification to Captain

The pilot in command must be apprised whenever a passenger brings and intends to use a portable oxygen concentrator on board the aircraft and the pilot in command must be informed about the contents of the physician´s written statement including the magnitude and nature of the passenger´s oxygen needs.
Whenever the pilot in command turns off the “Fasten Seat Belt” sign, or otherwise signifies that the permission is granted to move about the passenger cabin, passengers operating their portable oxygen concentrator may continue to operate it while moving about the cabin.

Other medical devices on board; nebulizers, insulin pomp, heart defibrillator, incubators, etc.

Medical devices on board such as:

Insulin pumps using wireless glucose monitors (This device may produce electromagnetic interferences).

Nebulizers

Respirators

Incubators

may produce electromagnetic interferences (EMI) that could interrupt or obstruct aircraft equipment’s standard performance.

The use of those equipments on board the aircraft is restricted, although their transportation in passengers’ cabin is permitted, as long as:

They meet the cabin baggage weight and size.

They fit under seat in front of the passenger or inside the stowage bin.

Note: These equipments/devices must be ensured underneath the seat, or else the passenger may book an additional seat (EXST) for their use on board.
This devices may be carried on and used by a passenger on board an aircraft provided the aircraft operator ensures that the following condition are satisfied, the devices does not cause interference with the electrical, navigation or communication equipment on the aircraft on which the device is to be used; to confirm this point the airline has to check with the device´s technical manual in order to confirm it could be operated on board.

These equipment/devices are carried with no extra charge and are considered as cabin baggage (weight and size standards have to be complied with).

These equipment/devices must be ensured underneath the seat, or else the passenger may book an additional seat (EXST) for their use on board.

Note: On the PNL, the passenger is identified by the remarks: FRAG + CKIN + MEDA.