HELP CENTER

Yes. According to regulations of Jet Airways and commitment, the airline serves all passengers with the best and fairest services. Thus, the airline accepts to carry disable passengers. All necessary information about passengers with a disability/ reduced mobility will be collected when booking Jet Airways flights.

Passengers cannot be discriminated against, they have to be assisted for their journey. Passengers having reduced mobility and disabilities will be transported, if the transportation does not affect the safety reasons, violation of safety, security or the applicable State rules/requirement. To specify, passengers in the following case will be transported by 9W: Reduced mobility, sight disability, hearing disability, intellectual/ cognitive/ developmental disabilities, temporary disabilities.

9W will not allow disable passengers to get on board if the transportation affects the safety, violation of safety, security or the applicable State rules/requirements. If disable passengers are refuse, the airline will send a written statement showing the reasons of refusal within 10 days of incident.

To bring the best services to passengers with reduced mobility, the airline often provides wheelchair on request. If passengers need a stretcher, passengers have to inform staff when booking. There are some types of wheelchair service provided 9W: Wheelchair-Ramp, Wheelchair-Stairs, Wheelchair-Cabin. The service will bring the safety to disable passengers when moving at the airport or getting on board during the journey with 9W. In special case, passengers under 12 years old requiring wheelchair assistance have to be accompanied by a safety assistant.

According to the regulations of European Union (EU), assistance for Passengers with Reduced Mobility and Disability at airports within Europe must be provided by the airport owner. The service at the airport may be the service of a third party. Passengers with Reduced Mobility and Disability should request assistance through Jet Airways reservations system, no later than 36 hours before departure from or arrival into European airports, to enable Jet Airways notify the airport owner to provide the service.

Yes. 9W accepts personal wheelchairs, assistive devices or other mobility equipment as checked baggage if passengers are dependent on the equipment. Passengers are allowed to bring their assistive devices weighing up to 15kg free of charge as additional baggage, subject to the limitation of the aircraft. In piece system, free Jet Airways baggage allowance will apply as per the respective class of travel i.e. First Class, Premiere and Economy.

In this case, passengers can stow them in an overhead bin or under the seat as hand baggage, not checked baggage.

The acceptance of power-driven wheelchairs/assistive devices using batteries will depend on regulations governing the carriage of dangerous goods on flights of Jet Airways.

In case, personal assistive devices of passengers are damaged or lost during handling, screening, transporting, passengers will get compensation from the airline, handling agency, service provider, or operator of the airport or organization who is responsible for the damage.

Passengers bringing personal wheelchair have to conform to specification as regulated by the Disable Persons Transport Advisory Committee, UK. Passengers have to inform the airline about all details of the device (length, breadth, height, weight, power supply…) at least 48 hours before the departure time. Thus, the airline can arrange the best to meet the demand of passengers. Yet, devices having wet (spillable) batteries are not allowed to bring on ATR aircrafts.

In case, passengers are required to disassemble wheelchair devices before carrying on board, they have to provide written instructions for the same. Passengers have to present at the airport 01 hour before the check-in time for disassembly the device.

Personal wheelchair as checked baggage will be sent to the final destination of passengers. On connecting flights, there is a service of courtesy wheelchair provided to passengers from check-in to the airplane, between flights and upon arrival to the baggage collection area at the final destination.