A wheelchair user following an illuminated airport route towards a departing aircraft

Core service

Reduced-Mobility Assistance

Mobility assistance works best when the request describes what the passenger can and cannot do and when equipment details are accurate. We help organise those facts, check carrier procedures, and prepare for wheelchair handover, battery review, boarding, connection, and arrival.

Request this support All services

The operating airline and relevant authorities make the final acceptance decision.

Typical situations we can assess

Best for

Manual or powered wheelchair users
Passengers who cannot manage long distances, stairs, or the aircraft aisle
Travellers carrying mobility aids, batteries, or transfer equipment

Common scenarios

A powered wheelchair needs battery and dimension review
A passenger needs an aisle chair to reach the aircraft seat
A connecting journey requires assistance handover between terminals or carriers

What we do

Map the passenger's mobility needs to commonly used assistance categories
Check published airline requirements for wheelchairs, batteries, and advance notice
Prepare an equipment fact sheet for the airline and handling team
Review connections, aircraft changes, and likely handover points
Track written responses and prepare a travel-day verification checklist

Clear roles at every step

Who is responsible for what?

AeroAssist plans and coordinates the journey. The requester supplies and approves the facts, while the airline and airport retain control of acceptance and service delivery.

AeroAssist

Curates, books, and coordinates

Curated itinerary offer
Provide a curated offer with itinerary choices from airlines whose published capabilities and conditions of carriage are compatible with the stated request.
2
Airline-ready reservation request
Once the requester selects an itinerary and authorises booking, AeroAssist:
- makes the reservation with the selected airline, within the agreed service scope;
- requests the relevant airline or airport services intended to meet the requester's stated needs;
- provides the airline with the information it requires, in the format and through the channel the airline specifies;
- coordinates with the airline on solutions for possible exceptions to standard policy or other travel-acceptance constraints, and communicates any additional requirements or airline service fees.
Acceptance, payment, and documents
Obtain and communicate the airline's confirmation that it has accepted the reservation, process payment for tickets and ancillary services on the airline's behalf, and deliver the valid electronic tickets, payment receipts, and reservation confirmation to the client.
“On the Go” assistance
Provide support for rebooking the entire journey and rearranging the associated assistance and ancillary services when a service interruption or flight irregularity occurs.
Post-trip claims assistance
Support claims involving denied boarding for passengers; refused carriage for animals or special items; long delays; and damaged or delayed baggage.

Support specific to this service

Needs assessment for request purposes, not medical diagnosis
Equipment-data preparation and policy comparison
Assistance-request coordination within the agreed scope
A documented plan with confirmation status and escalation contacts

AeroAssist records submitted requests, tracks their status, and communicates provider decisions. A reservation note or service request is not confirmed until the airline or responsible provider accepts it. Rebooking, ancillary services, and claims support remain subject to availability, provider rules, supporting evidence, and any applicable charges.

Airline & airport

Decides, confirms, and delivers

The operating airline and its airport providers retain final control over acceptance, operational decisions, and delivery of confirmed services.

Acceptance and carriage of mobility equipment under its conditions
Airport assistance arranged through the airline and local service provider
Boarding equipment and aisle-chair support where available and confirmed
Operational handling, loading, unloading, and return of checked mobility aids

Requester

Provides, checks, and approves

You provide complete and accurate information, review the curated choices, authorise the selected itinerary, and meet document, payment, and response deadlines.

Wheelchair or scooter make, model, dimensions, weight, and folding instructions
Battery chemistry, watt-hours or voltage and amp-hours, and removal method
Whether the passenger can walk, use stairs, transfer, and reach an aircraft seat
Any detachable parts, safe lifting points, and handling instructions
Full itinerary and details of a travelling companion, if any

Related support

A clear next step

Need help with reduced-mobility assistance?

Give us the route and the traveller’s circumstances. We will help turn the questions into a practical next step.

Start a request