Special Assistance

Information for customers with medical conditions or requiring special assistance on flyadeal

flyadeal aims to deliver a comfortable environment for all Customers travelling on its aircraft.

We have listed some of the most frequently requested services and information on this page, but if you require additional information or have any questions please call our Customer Engagement Centre on +966 92000 0212 or +966 (0)12 653 9515 (if calling from outside the Kingdom of Saudi Arabia).

We have to let the airport know what assistance you need at least 24 hours before you fly. If you give us less time to plan for your arrival at the airport we may not be able to provide the service you need or you may have to wait for the service to be provided.

 

Customers with Reduced Mobility

Customers with reduced mobility will be provided with a wheelchair and escort from the check-in counter to the departing aircraft, and from the aircraft to the arrivals hall after landing.

If you are travelling with your own manual folding wheelchair this should be checked in as hold baggage, no additional fees will be charged and you can collect it from the baggage carousel on arrival. If you are travelling with an electric wheelchair please call our Customer Engagement Centre at least 24 hours in advance of your planned travel as additional arrangements must be made to accept your wheelchair on the aircraft.

If you require additional support during your trip, for example, those who require one-to-one care onboard, or are unable to walk from the aircraft door to their seat, please call our Customer Engagement Centre at least 24 hours in advance of your planned departure so we can review your requirements as we may not be able to deliver the services you require on demand.

If we are unable to confirm your requested date or time, we will offer you alternatives for your booking.

Customers requiring special assistance must complete their check-in process at least ninety (90) minutes before their scheduled departure time and be present at the boarding gate at least sixty (60) minutes before their scheduled departure time.

 

Hearing and Visually Impaired

Please call our Customer Engagement Centre at least 24 hours in advance of your planned travel and we will provide an escort to assist you in the terminal.

If you are travelling with friends or family and do not require an escort in the terminal please do still inform us in advance of travel so our cabin crew can ensure you receive a great service onboard.

 

Expectant Mothers

If you are expecting, congratulations! Please note that expectant mothers between 28-32 (inclusive) weeks, must produce a Medical Form authorising travel, the form must:

  1. be dated within seven (7) days of travel
  2. completed in Arabic or English
  3. state clearly the number of weeks of pregnancy and expected due date
  4. confirm the pregnancy is free of any complications
  5. confirm the Expectant Mother if ‘fit to fly’
  6. be signed and stamped by a Doctor. Medical certificates signed by nurses or midwives will not be accepted.

For the safety of your baby and yourself, you will not be accepted for travel if your pregnancy is at 33 weeks or more.

 

Medical Equipment

Advance arrangements may need to be made if you must travel with stretchers, dialysis machines, portable oxygen cylinders and / or other medical equipment, please call our Customer Engagement Centre to request your booking so we can check availability.

 

Crutches and Plaster Casts

If you have modern collapsible crutches you can take them onboard in addition to your cabin baggage allowance, but during flight, they must be stowed in the overhead bins to avoid inconveniencing other Customers.

As we have limited space in the cabin we are unable to accept non-collapsible crutches as either Cabin or Hold Baggage.

If you have a half leg or full/half arm plaster cast we will try to make your journey as comfortable as possible, but your plaster cast must be at least 48 hours old and you must check you’re your doctor to ensure it is safe to travel. A medical certificate will be required before you are allowed to board, signed by a doctor, not nurse confirming you are ‘fit to fly’.

 

Contagious Diseases

The comfort and health of all Customers is a priority for us so we follow internationally accepted rules for the acceptance of Customers with contagious or transmittable diseases.

Customers suffering from any of the below must travel with a medical certificate, signed by a doctor, not a nurse, confirming they are not infectious and that the time restrictions as detailed below have been met

  • Chickenpox At least five (5) days after the first spots appear
  • German Measles (Rubella) At least five (5) days after the onset of the rash
  • Measles At least four (4) days after the onset of the rash
  • Mumps At least nine (9) days post swelling
  • Scarlet Fever At least one (1) day after appropriate treatment
  • Whooping Cough For three (3) weeks after the onset of the Whoop. However, the Customer may travel after five (5) days from the commencement of the appropriate treatment
  • Tuberculosis Customers with Tuberculosis will not be accepted for travel until their medical practitioner can confirm they are not infectious

Other Medical Conditions

A medical certificate will be required for all communicable diseases, infections or conditions which may be aggravated by travel, recent surgery or where you are unable to take responsibility for your condition and/or require additional assistance

Customers with the below mentioned conditions must provide a medical certificate before we will accept you for travel, please note this list is not exhaustive and we recommend you discuss your fitness to fly with your doctor if you have any concerns regarding your condition.

  • Asthma recent deterioration within 48 hours of travel
  • Head Injury Within 2 weeks of travel or where there is air in the cranium
  • Heart Attack Within 21 days of travel
  • Chest Surgery Within 10 days of travel
  • Ear or Sinus Pathology Within 48 hours of travel
  • Stroke Within 10 days of travel
  • Phobias If doubt about ability to cope with air travel
  • Anaemia Hb < 7.5 d L/L
  • Decompression Sickness Requires clearance from a specialist in hyperbaric medicine
  • Penetrating Eye Injury While there is air in the eye or a vitreous leak
  • Pneumothorax Within 14 days of resolution
  • Plaster Casts (see above, must be split if the injury is less than 48 hours old)
  • Fractured jaw which has been wired (Customer must carry wire cutters onboard and must travel with a Carer capable of cutting the wires if necessary. Suitable documentation must be carried due to security issues of travelling with wire cutters)

 

Service Dogs

Service Dogs allow Customers with a range of conditions the opportunity to live and travel and they are welcome on our flights.

To book for yourself and your Service Dog you must call us at least fourteen (14) days in advance of your planned date of travel. As we limit the number of Service dogs on each flight we may offer you alternative dates and / or times of travel.

You and your Service Dog will be allocated two (2) seats, where possible in the first row of our cabin.

Our Service Dog Application Form must be completed by you and a copy sent by email to wecare@flyadeal.com within twenty-four (24) hours of booking. Once received, we will review your form and provided your Service Dog meets our minimum requirements and you agree to our Conditions of Carriage we will process and complete your booking

Our minimum requirements are:

  • Maximum weight of 45kg
  • Maximum length of 86cm (neck to tailbone)
  • Is of good health and free of infectious disease
  • Certified and trained by a recognised authority as a Service Dog
  • Dog breed is not on the list of banned breeds within Saudi Arabia
  • Certified documentation confirming the Service Dog:
    • has achieved the appropriate level of training
    • is trained for travel on public transport, including an aircraft cabin
    • is trained to meet the standards of hygiene and appropriate behaviour for an animal in a public place (including an aircraft cabin)
    • has been trained within the past twelve (12) months

There is no charge for travelling with your Service Dog and you may also carry one small container of food onboard in addition to your standard cabin baggage allowance.

Please note that we have limited staff in our airports and whilst our team will endeavour to assist you, if you have impaired vision or hearing we do not provide an escort service therefore we will be unable to accept you for travel unless you are travelling with a companion.

 

Severe Allergies & Special Dietary Requirements

We recommend Customers travel with a medical certificate in case of a strong allergic reaction. If you have a specific dietary requirement you may bring your own food onboard but:

  • Our crew are not permitted to heat Customer’s own food (potential for cross contamination as our ovens may have been used to heat other food which you may be allergic to)
  • Our crew will not refrigerate Customer’s own food (see above)
  • Food must be free from strong odour to avoid inconvenience to other Customers
  • We are unable to provide any napkins, cups, glasses etc. where you have provided your own food (see above)