Special assistance

If you have special (medical) needs or some difficulty to move around, we will be very happy support you free of charge, with a special assistance service to make your journey as comfortable as possible. In order to provide you with the best possible assistance, we encourage you to advise us ahead of your trip and to arrive well in advance at the airport


Although it is not compulsory, we encourage you to inform us on the nature of your medical problem (pacemaker, reduced mobility,...). In all cases where assistance is required, we will take the passenger to and from the aircraft and offer assistance with catching connecting flights.


 

Passengers with or in need of a wheelchair

There are three internationally recognized wheelchair categories. To help us understand how we can help you in the best way possible, please let us know to which category you belong:

  • WCHR – Wheelchair Ramp: You can independently ascend and descend steps and move in the aircraft cabin, but you need a wheelchair to cover longer distances.
  • WCHS – Wheelchair Steps: You are not able to ascend and descend steps on your own, but you are capable of moving independently in the aircraft cabin. You need a wheelchair for longer distances and must be carried up and down steps.
  • WCHC – Wheelchair Cabin seat: You are completely immobile and require a wheelchair at all times. You must be carried up and down steps, and to and from your seat.

When you arrive at your destination airport your own wheelchair is returned to you either immediately after disembarking the plane or at the latest at the baggage claim. In the latter case, you will be taken there in an airport wheelchair or an electric cart by a staff member of the airport's assistance company.

Want to bring your own wheelchair?
We will transport it free of charge in the hold, as long as it complies with certain criteria. More info

 

Blind/visually impaired and deaf/hearing impaired passengers

If you are blind/visually impaired or deaf/hearing impaired, you can receive special assistance. Please let us know if you need assistance in the airports. In addition, you may also be accompanied by a guide dog.
Guests that are both blind and deaf will receive special assistance but they also need to travel with a companion.

Want to bring your own guidedog?
You have the option to bring a guide dog on board, free of charge. More info

 

Passengers with a mental impairment (Alzheimer's disease, syndrome of Down,…)

In order to make sure that mentally impaired guests will enjoy a comfortable journey, it is very important to evaluate their ability to cope with unfamiliar situations such as finding their way to the gates or communicating with staff and understanding safety instructions during the flight.

Please be aware that the way to the boarding gates at international airports is often long and can be complicated. Mentally impaired passengers may have difficulty finding their way around and communicating with staff. Security, Customs and Police checkpoints may cause stress and anxiety.

Certain impairments that lead to confusion or disorientation (such as Alzheimer's disease) may result in the passenger not paying attention to the crew's safety instructions. It can also lead to unforeseen circumstances such as the passenger disembarking without supervision or getting lost at the airport. We kindly ask you to consider carefully if the person concerned will be able to travel alone or if they need a travel companion.

Having a travel companion might help
A travel companion is required if the passenger is unable to help themselves in the event of an emergency evacuation or if the passenger is unable to communicate about or understand the flight attendants' safety instructions. Read more in travel companions here.

 

Passengers with respiratory problems

Guests who require supplementary oxygen can request medical oxygen on board or bring their own POC (Portable Oxygen Concentrator).
Brussels Airlines can supply up to 5.2 litres of medical oxygen per minute on board. An additional fee will be charged for this service and must be paid 48 hours in advance. We recommend that you contact your health insurance or private health care provider about the possibility of having these costs refunded.

Please contact the Medical Assistance Coordination Service at the time of reservation (or no later than 48 hours before departure).

You will also need to fill in the MEDIF form if you need medical oxygen on board.

Prefer to bring your own Portable Oxygen Concentrator?
Click here for more information.

Need medical oxygen at the airport too? Please contact the relevant airport(s) services for further assistance.

 

Passengers on a stretcher

Guests who need to be transported on a stretcher always need a medical escort provided by the insurance company or the passenger.
Please ask your treating physician to complete our MEDIF Form.

 

Passengers requiring medical clearance (MEDA)

With certain illnesses (Ex. heart/lung disease, stroke…), injuries as a result of an accident or chronic conditions, Brussels Airlines will check if you are fit to travel.
Medical clearance is based on a completed MEDIF Form . The form consists of 2 parts which must be completed by the treating physician.

 

Pregnant passengers

Are you an expectant mother with a complication-free pregnancy? Then you are free to travel with us up to four weeks before your expected due date (or, up to and including your 36th week of pregnancy).

All you need is a medical certificate stating your expected due date. 

Or are you expecting twins/triplets/… or any type of complicated pregnancy? Then we require more information from you. Please click here.

Please note that if you have no medical documents to proof your expected due date, the captain of your flight may refuse to let you board the plane if he/she has reason to believe that flying may harm your, or your baby's, health.

 

Disabled minors

Minors with any type of disability (physical and/or mental) must be accompanied by an adult. In exceptional cases the unaccompanied minor procedure is accepted, but this depends on a case-by-case evaluation of the Medical Assistance Coordination Service.

Only need assistance at the airport?

Guests, who only require assistance at the airport and not during the flight, need to complete the Special Assistance Form at the time of booking or at least 48 hours before departure.

Need assistance during the flight too?

To ensure the best possible service at the airport as well as on board, we need some extra information from you. If you book by phone or with a travel agency, you can immediately let us know of your specific requirements.
If you book online, please contact us immediately after completing your booking:


Contact information Medical Assistance Co-ordination Service


Email: meda@brusselsairlines.com
Phone: + 32 2 723 3703
Fax: +32 2 723 3705
Opening hours:
Monday till Friday: from 9AM – 4 PM
Saturday, Sunday and bank holidays: from 9AM – 1 PM


For US customers: Contact our reservation agents in the United States at (516) 296-9786
Please note that these contact numbers are reserved for Persons with Reduced Mobility and special assistance requests only. The Medical Assistance Co-ordination Service cannot help you with ticket or flight information and is unable to forward your call to another number.

REQUEST YOUR ASSISTANCE WELL IN ADVANCE.

Preferably, contact us at the time of your booking and no later than 48 hours before departure. Specifically, in the following cases:

72 hours advanced notice: medical oxygen supplied by Brussels Airlines.
48 hours advanced notice: travelling with a guide dog or assistance dog
48 hours advanced notice: use of a respirator, POC or CPAP on board.
48 hours advanced notice: passenger on stretcher
48 hours advanced notice: transport of a battery powered wheelchair/mobility aid

MEDIF form

Brussels Airlines may ask you to complete a MEDIF form*.

This is an internationally acknowledged form to be filled in by your physician. Please don't forget to let your physician complete it, and return it via meda@brusselsairlines.com or fax (+32 2 723 3705).

Brussels Airlines may require you to provide a medical certificate/MEDIF form* if you:

  • require medical oxygen during the flight
  • have a medical condition which requires extraordinary medical assistance to safely complete your flight
  • have a contagious disease that poses a direct threat to the health and safety of other passengers.
  • need to travel on a stretcher

*To successfully display these forms in pdf format, the Adobe Acrobat Reader software, version 5 or higher, needs to be installed on your computer. If Adobe Acrobat Reader is not installed, please download and install the Acrobat Reader free of charge:

Get Adobe Reader

Documents for pregnant passengers

If you're pregnant, we advise you to always carry a document stating your expected due date with you. Expectant mothers that are beyond their 28th week of pregnancy are recommended to ask their physician for a document stating:

  • the expected due date
  • that the pregnancy is complication-free
  • the physician expressly states that it is safe for the pregnant lady to travel by air.

Medical clearance is needed for expectant mothers with:

  • complicated pregnancies
  • twins or a multiple pregnancy as from the 28th week of pregnancy

Please note that if you have no medical documents to proof your expected due date, the captain of your flight may refuse to let you board the plane if he/she has reason to believe that flying may harm your, or your baby's, health.

Travel documents for Portable oxygen devices

If you have a Portable Oxygen Concentrator (POC) and need to use it on board, you are allowed to do so as long as the device is on our list of approved POC devices. Your physician will also need to fill in the form below.

Ask your physician to complete this POC form and send it back to us at least 48 hours before departure.

Travel documents for Emotional Support Dogs

Emotional Support Dogs are only allowed on flights to/from the US, including connecting flights. The licensed mental health professional or medical doctor who is treating your condition must provide you with a document stating that:

  1. You have an emotional/mental health-related disability and having the animal on the aircraft with you is necessary.
  2. They are currently treating you for your condition.
  3. The date (the document may not be older than one year)
  4. Their mental health professional license and the state or jurisdiction in which it was issued

Minimum 48-hours advance notice is required to travel with an emotional support animal.

We'll transport your personal wheelchair free of charge, as long as it does not exceed the dimensions of the baggage hold door of the aircraft. Next to dimensions and weight, we need to know what type of wheelchair you're bringing on board (foldable, sports wheelchair, etc.) and if it is battery powered. Please be aware that the transportation of battery powered mobility aids will depend on the space available within the hold of the aircraft, and that any battery powered items must comply with the dangerous goods legislation.

Gel-cell / Dry-cell / non-spillable wet batteries.

  • Foldable/collapsible wheelchair: The battery must be removed, protected from short circuits, and transported in the hold in a strong, rigid packaging.
  • Non-foldable/non-collapsible wheelchair: The battery may remain in your wheelchair, as long as the electrical circuits have been isolated and the battery is securely attached to your wheelchair.

Lithium batteries

  • Foldable/collapsible wheelchair: The battery must be removed, protected from short circuits, and placed in a protective pouch. The removed battery may not exceed 300Wh (or for a wheelchair that needs 2 batteries to operate, each battery may not exceed 160Wh).
  • Non-foldable/non-collapsible wheelchair: The battery may remain in your wheelchair, as long as the electrical circuits have been isolated and the battery is securely attached to your wheelchair.

Wet Batteries or spillable batteries

  • Foldable/collapsible wheelchair: The battery must be removed, protected from short circuits, and transported in the hold in a strong, rigid and leakproof packaging. It must also be securely stored with straps. The packaging must be marked with 'Battery Wet with Wheelchair' and labeled with the Corrisive label plus package orientation labels.
  • Non-foldable/non-collapsible wheelchair: As long as the wheelchair can be loaded, stowed and unloaded in an upright position, the batter may remain in the wheelchair. Electrical circuits need to be isolated and the battery must be securely attached to your wheelchair.

Not sure what type of battery you're using? You can obtain a Data Safety Sheet from your battery manufacturer to check if your wheelchair is accepted on board.

Always notify us at least 48 hours in advance if you plan on bringing a battery powered mobility aid on board.

Your guide dog or assistance dog is welcome to travel with you in the cabin, free of charge. Please contact the Medical Assistance Coordination service at the time of booking or minimum 48 hours before departure if you wish to travel with a guide dog/assistance dog.

Requirements for transporting your dog

  • The dog has to fit in the space in front of your seat
  • The dog has to be able to lie or sit in that specific space
  • You have to secure your dog by leash to the seat
  • A harness (and muzzle) is recommended as opposed to a simple collar
  • The dog may not sit on a passenger seat

For a safe and undisrupted flight it is mandatory that your dog is trained to behave properly in public settings. In order to be allowed to travel with you in the cabin, your dog should be obedient and behave properly (i.e. no barking, growling, jumping at people or other animals, no relieving itself in the gate area or cabin, or doing so in a way that would cause health or sanitary issues on the flight).

A written confirmation is required for intercontinental flights with a scheduled flight time of 8 hours or more. The confirmation must state that the animal will not need to relief itself in-flight or can do so in a way that does not create a health or sanitation issues on the flight. If your animal does not behave appropriately, you can be asked to put its muzzle on during the flight, have it confined to the hold (if a kennel is available) or it can be denied boarding.

Emotional Support Dogs

Emotional Support dogs are only allowed on flights to/from the US, including connecting flights. On these flights you may bring your emotional support animal on board in the cabin, free of charge, as long as it is suitable for transport in the aircraft cabin.
On all other flights the Emotional Support Dog will be transported in the cabin as a Pet In Cabin (PETC) in a container or in the cargo compartment of the plane as Animal In Hold (AVIH) depending on the size/weight of the dog. Additional charges apply.

Your emotional support dog requires certain travel documents. Click here for more info.

Some countries have special regulations concerning the entry of animals. Please check if this is the case for you.

Please be aware that, if you are travelling alone, you need to be able to physically assist yourself in case of emergencies. If you are not capable to do so, Brussels Airlines may not allow you to travel alone on the flight.

In the following cases a travel companion is obligatory:

  • if the passenger cannot help himself/herself in the event of an emergency evacuation
  • if the passenger cannot communicate with flight attendants over safety instructions
  • if the passenger cannot understand or follow the safety demonstration

Personal medication in hand baggage (pills, injections,...)

If you need to bring medication with you, we advise you to bring the amount of medication you expect to need for the next few days with you in your hand baggage. Also take in account the exceptional cases where your flight may be diverted or delayed for several hours, or in case your baggage gets lost. Please note that your medication cannot be refrigerated on board.

If you have medication and injections needles in your carry-on baggage, we recommend having a doctor's note with you which confirms that these medicines are for personal use and that you need them with you at all times.

Passengers depending on a wheelchair, crutches, braces or a prosthetic device may carry the following items free of charge, in addition to the free baggage allowance:

  • 2 wheelchairs
  • 2 pairs of crutches and/or braces or any other prosthetic device

Portable Oxygen Concentrators (POC)

Only Portable Oxygen Concentrators (POC) may be used on board and no other private oxygen equipment.

  • For POC powered by lithium batteries, each battery may not exceed 160Wh.
  • If the POC is used during the entire flight, please make sure you have sufficient battery power for the entire flight, taking in account possible delays or irregularities (150% of battery power is recommended).
  • You are not allowed to connect your POC to the power outlets of the aircraft.
  • The device must be stowed on board in compliance with safety regulations.

The user must ensure that all POC batteries transported in carry-on baggage are protected from short circuiting and are packaged in a manner that protects them from physical damage.

Your POC device must be approved by our Medical Assistance Coordination Service. Your physician will also need to complete our POC document for approval.
Ask your physician to complete this POC form and the MEDIF form.
You can find a list of approved POC devices here

Private Oxygen Bottles or Air Cylinders

Small gaseous oxygen or air cylinders required for medical use are only accepted on board as checked baggage. Each cylinder may not exceed 5kg gross weight. Cylinders, valves and regulators, where fitted, must be protected from any damage that may cause accidental release of its content. This also applies for cylinders carried by medically trained passengers.
Note: Wet oxygen is not permitted on board Brussels Airlines operated flights.

Continuous Positive Airway Pressure Device (CPAP)

CPAP devices may be brought and used on board as long as they follow these restrictions:

  • The device must be switched off and stowed during taxi, take off, landing and in situations where the crew deems it necessary.
  • For CPAP devices powered by lithium batteries, each battery may not exceed 160Wh.
  • If the device must be used permanently during the flight, please make sure you have sufficient battery power for the entire flight, taking in account possible delays or irregularities (150% of battery power is recommended).
  • You are not allowed to connect your CPAP to the power outlets of the aircraft.
  • The device must be stowed on board in compliance with safety regulations.

Extra batteries must be transported as hand baggage, and protected from short circuit and physical damage.

Kidney Dialysis Machine and CAPD bags

Kidney dialysis machines with approximate dimensions of 80x60x40cm and continuously ambulatory peritoneal dialyses (CAPD) bags with dialysis solution may be carried on board free of charge.
Depending on your needs, the device may be carried as checked baggage or hand baggage. Please note that the use of a dialysis machine is not allowed on board.

Please contact Medical Assistance Coordination Service for more info.

Our cabin crew will gladly assist you as much as they can:

  • support during boarding and disembarking
  • help to stow away your hand luggage
  • open packages of meals
  • ...

Blind/visually impaired and deaf/hearing impaired guests will be provided a personal safety briefing and will be personally informed about important travel announcements such as delays. Blind or visually impaired passengers will also receive an explanation of the arrangement of their meal tray.

Our crew cannot help you with:

  • assistance in the toilet
  • lifting or carrying you
  • assisting you with meals
  • administering medication or supervising the taking of medication

For safety reasons, crewmembers are not authorized to carry or lift passengers between the passenger seat and a wheelchair or to assist passengers during the visit in the lavatory.
Passengers with reduced mobility should also bear in mind that the sanitary area in an aircraft is generally quite small.

Our aircrafts have a number of seats with moveable armrests for ease of access.

Refusal

We do our very best to make your travel experience as smooth as possible. Unfortunately, in certain cases our Medical Assistance Coordination Service, the station manager, duty manager or the captain of your flight may refuse to let you board the plane if they fear that flying may harm your health or that of other passengers or the crew.

Even if you have received a valid medical clearance, you may be denied boarding if our Medical Assistance Coordination Service, the station or duty manager or the pilot in command have reason to believe that:

  • air travel may possibly result in serious complications or even death.
  • persons requiring individual nursing or care during flight are not accompanied by a suitable companion.
  • your physical or medical condition is a plausible threat to the safety of other passengers, their property, the aircraft or crew.
  • you are in the infectious stage of a disease that is easily transferred to others during the flight and if the disease is one that can have significant adverse health consequences (e.g. chicken pox, measles).

I was denied boarding. What can I do?
If Brussels Airlines was the operating carrier and you were denied boarding, please use our denied boarding form. If the flight was operated by one of our partner airlines, we kindly ask you to contact the airline concerned.

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