Your journey with special assistance

When requesting special assistance, there are some things to bear in mind. That’s why we prepared an overview to give you all the information you need for a smooth journey.

When do I need to arrive at the airport?

Be at the airport well in advance. Especially in peak seasons (e.g., school holidays), we advise you to arrive at least 2 hours before flight departure.

Where do I mention that I requested special assistance?

When you go to the check-in desks for your flight, our colleagues will also check in any medical equipment if you requested this in advance. Present yourself afterwards at the special assistance reception desk, where a staff member will assist you and bring you to your gate, either by wheelchair or by cart.

Even if you don’t necessarily need assistance at the airport, you still need to pass by the special assistance reception desk. This way, the special assistance team of the airport can make sure someone will be available to help you during boarding.

At Brussels Airport, the special assistance desk is located opposite check-in row 1.

How do I get to my gate?

A member of the special assistance team will guide you through the airport and bring you to your gate. If you want to use your own wheelchair or other mobility aid in the airport, you can do so.

If you haven’t requested assistance at the airport, you can continue to your departure gate after letting the special assistance reception desk know that you have checked in.
Present yourself to the gate agent as soon as you arrive at the gate. This way, the airport staff and our crew can make sure you experience a smooth boarding and flight.
If you have used your own wheelchair or other mobility aid at the airport, you will have to leave it at the door of the aircraft, preferably folded. A staff member of the special assistance team will help you board the plane without your mobility aid.

Good to know

Our crew will gladly assist you as much as they can. However, there are certain things they are not allowed to do, such as:

Assistance in the toilet
Lifting or carrying you
Assisting with meals
Administering medication or supervising the administration of medication

If you have a connecting flight, the special assistance team of the connecting airport will assist you between flights.

If your connecting flights are operated by more than one airline, remember that you need to request this assistance with the airline that flies you to the connecting airport.

For example: You have a flight New York – Brussels - Vienna. New York – Brussels is operated by Brussels Airlines and Brussels – Vienna is operated by Austrian Airlines. In this case, you should request assistance at Brussels Airport from Brussels Airlines.

After landing, you will be asked to remain seated until the special assistance staff of the arrival airport can help you disembark. They will also help you get through the airport if you’ve requested assistance at the airport.

If you are travelling with a wheelchair, you will get it back either at the arrival gate or at the baggage belt. This depends on the policy of the arrival airport.