Complaints & Suggestions
Laws & RegulationsPassengers with Disabilities and Special Needs Passengers
- Passengers with disabilities and special needs passengers must clearly disclose to the air carrier their conditions when making the Reservation, and to provide any supporting documents to prove such condition, with the exception of the elderly.
- The air carrier shall allow passengers with disabilities and special needs passengers to take the devices and equipment they need for movement free of charge, in addition to the weight allowed for the passenger, and to consider such devices and equipment priority baggage.
- In cases where passengers are accompanied by aid animals, the air carrier shall agree to transport the animal without any additional fees, provided that there is a written letter issued by a competent authority confirming that the animal has been trained to assist people with disabilities or special needs.
- In case the Supporting Tools and Equipment are of high value, the passenger shall declare that to the air carrier.
- In the event of damage or defect in the Supporting Tools and Equipment, it is compensated for the value of the caused damage.
- Special devices and equipment related to passengers with disabilities and special needs passengers shall be always excluded in cases when the air carrier is required to reduce the aircraft weight by unloading baggage, and the air carrier must ensure that such devices and equipment arrive with the passenger.
- In case a passenger’s wheelchair does not arrive on the same flight as the passenger, the air carrier is obligated to provide an alternative wheelchair immediately, and the passenger has the right to receive a compensation in the amount of (100) Special Drawing Rights Units in case an alternative wheelchair was not provided. The provisions related to the compensation for registered baggage specified in the Regulation apply to the delay in the arrival of the wheelchair.
- In case of denial of boarding after issuing a confirmed reservation ticket, passengers with disabilities and special needs passengers are entitled to compensation equal to (200%) of the total ticket value in addition to a refund of the full value of the ticket for the unused part of the flight.