Special Assistance

 

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

 

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

We have listed the most frequently requested services and information on how to request them on this page

 

Customers with Reduced Mobility or Customers who are unable to walk

If you require wheelchair assistance in the airport and to the door of the aircraft simply add our Wheelchair Service when booking your flight online.

Once this service is added please check-in at the counter at least ninety (90) minutes before your scheduled departure time and inform our team that you have booked the service, they will provide you 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, or require additional support during your trip, for example Customers who require one-to-one care onboard or are unable to walk from the aircraft door to their seat, you must call us before booking, and at least 48 hours in advance of your planned travel as we may need to make additional arrangements for you. These services are not available on demand and must be pre-booked with our Customer Engagement Centre.

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

 

Hearing and Visually Impaired

We are unable to provide any assistance in the airport, so you must travel with a companion. Please inform us of your condition when booking by simply clicking on the relevant service on our web booking page, our cabin crew will then be aware of your requirements onboard.

 

Expectant Mothers

If you are expecting, congratulations! Please note that expectant mothers can travel with up to and including their 32nd week of pregnancy. However, if you are between 28-32 (inclusive) weeks, you must produce a Medical Form authorising travel. The form must:

1. be dated within seven (7) days of travel
2. be written or printed in Arabic or English
3. state clearly the number of weeks of pregnancy and the expected due date
4. confirm the pregnancy is free of any complications
5. confirm the Expectant Mother is ‘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.

Please let us know if you are an expectant mother when booking online so our cabin crew can ensure you receive a great service onboard

 

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 at least 48 hours before your planned travel so we can check availability.

 

Crutches and Plaster Casts

You can take modern collapsible crutches onboard in addition to your Cabin Baggage allowance, however, 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 to be carried with you in the Cabin.

If you have a half leg or full/half arm plaster cast we will try to make your journey as comfortable as possible, however, your plaster cast must be at least 48 hours old and. In addition, a medical certificate will be required before you are allowed to board, the certificate must be signed by a doctor, not a 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 certify 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 - 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 – Inability to cope with, or extreme fear of flying
• 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 is required due to security issues regarding travelling with wire cutters)

 

Assistance Dogs

Assistance 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 Assistance Dog you must call us at least fourteen (14) days in advance of your planned date of travel. We limit the number of Assistance Dogs on each flight, so we may offer you alternative dates and / or times of travel.

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

Our Assistance Dog Application Form must be completed by visiting our help center. Once received, we will review your form and provided your Assistance 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 Assistance 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 Assistance Dog. You may also carry one small container of dog food onboard in addition to your standard cabin baggage allowance.

Please note that if you also require an escort within the airport terminal you will need to request this service when you book.

 

Severe Allergies & Special Dietary Requirements

We recommend Customers who suffer from severe allergies travel with a medical certificate and related medication. If you have a specific dietary requirement please check with our cabin crew before you purchase from our onboard menu, alternatively you may bring your own food onboard, however:

• Our crew are not permitted to heat Customer’s own food since our ovens may have been used to heat other food to which you may be allergic
• Our crew are not permitted to 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. when you bring your own food (see above)

If the service you require is not listed 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).