Assisted Travel

If you have a disability or are travelling with someone who may have impairments – whether physical, mental, intellectual or sensory – it’s important to know about the assistance airlines provide to make flying comfortable and accessible. Airlines cannot use impairments as grounds to stop consumer from booking or boarding a flight. An exception can only be made if the boarding process has implications on safety or if the aircraft’s size makes it impossible for persons with disability to board the plane. It is important to plan in advance, and ask all the necessary questions, either online or through the airline’s contact center. 

For persons with disability holding an OKU (Orang Kurang Upaya) card, airlines must provide free wheelchair service from the time of arrival at the airport until departure. To ensure these arrangements are in place, persons with disability or those accompanying them must inform the airline at least 48 hours prior to departure. It is also advisable to check with the airline regarding the required check-in time to access assisted travel services

In the event that mobility equipment or assistive devices are lost or damaged during the journey, consumers have the right to make a claim for compensation against either the *operating airline or the **contracting airline. This compensation will be based on the current market value of the equipment, providing assurance that affected consumers are fairly reimbursed.

Note:

* Operating airline refers to the airline that operates the flight.

** Contracting airline refers to the airline that sold the ticket.