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Home >  Disability Assistance

Disability Assistance

 

Introduction

In order to ensure all our guests can experience our people-oriented service approach, all our ground personnel and cabin crew have already completed a series of training for assisting passengers requiring special care. This is to make sure that all of them are equipped themselves to be an expert to take care of you. To help us provide you with the services you require, please let us know how we can best assist you.


You can obtain information in advance regarding assistance we can offer either through this web site or by contacting our local Reservations office. Please be aware that there might be unforeseen circumstances such as weather or mechanical problems that may call for a last minute aircraft switch, but we will do our best to accommodate your needs. However, in any circumstances, we are unable to provide passengers with any assistance for personal care needs in-flight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory, or other personal care needs. 


Advance Notice


Please contact our Customer Service Center at least 48 hours prior to the scheduled departure flight for advance arrangement.

- Use any medical portable electronic device including POC, CPAP machine, respirator, or ventilator inflight.
- Travel with a group of ten or more people with disabilities
- Plan to travel with guide dog

Travel advice

Check your flight status before arriving at the airport. Check into your flight and arrive at the airport as early as possible to allow time to check any baggage, go through the security screening, and board the plane. Be alert to gate and flight time changes and notify airline personnel of your need to move to a different gate, if necessary.

 

Mobility Assistance

Upon your request, Hong Kong Airlines would be more than happy to provide a wheelchair for you should you require the service. In order to ensure the service meets your needs, our reservation office or airport staff may ask you some questions to determine the level of assistance you required. To allow us to provide the best service, please let us have the most information at the time you confirm your booking.


Hong Kong Airlines will offer wheelchair assistance to passengers who require the service without any charge. Attendant will assist the passenger to arrive at the assigned boarding gate from check-in counters (depending on the facilities of the airport). If you need assistance inside the cabin in moving between your seat and the aircraft door or lavatory door, in-flight wheelchair and aisle seats are available to serve you. Our cabin crew are also trained in transferring techniques using appropriate transfer equipment available onboard our aircraft, and can assist if you are unable to transfer by yourself from the in-flight wheelchair to/from your seat.


For more details regarding wheelchair service please refer to "Special Needs"


In order to ensure that our guests have a sweet and memorable journey, Hong Kong Airlines reserve the right to require some passengers to travel with a safety assistant that can provide them with assistance in comprehending and responding appropriately to safety instructions from cabin crew and/or assist them to evacuate the aircraft in the event of an emergency as we are unable to provide passengers with any assistance for personal care needs in-flight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory,  or other personal care needs. We recommend that you travel with an appropriate personal care attendant or make alternative arrangements if you require assistance with any of these.


Walking canes, frames, and crutches may be carried in the aircraft cabin, provided they are stowed in accordance with cabin safety requirements. If your walking frame is collapsible and cabin crew can stow it safely, it can also be carried in the aircraft cabin. For safety reasons, non-collapsible walking frames are not permitted in the aircraft cabin and will have to be checked –in.  You can use your frame to the departure gate where it can be surrendered for priority stowage in the aircraft cargo hold.

 

Passengers requiring escorts

For safety reasons, Hong Kong Airlines may require some passengers to travel with a safety assistant that can provide them with assistance in comprehending and responding appropriately to safety instructions from cabin crew and/or assist them to evacuate the aircraft in the event of an emergency. A safety assistant may be required if the passenger:


  • -is travelling in a stretcher or incubator or require medical attention during the flight. (The attendant must be capable of attending to their medical needs in the cabin)

  • -is unable to comprehend or respond properly to safety instructions due to a cognitive or developmental disability.

  • -has mobility impairment, which is so severe that the passenger is unable to assist in his or her own evacuation of the aircraft.

  • -has severe hearing and vision impairments and cannot establish some means of communication with our cabin crew.

  •  

We are unable to provide passengers with any assistance for personal care needs inflight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory, or other personal care needs. If you require assistance with any of these, we recommend that you travel with a personal care attendant or make alternative arrangements. The safety assistant or personal care attendant must be self-reliant and mentally and physically able to provide the passenger with the assistance required.

 

Passengers with hearing impairment

If you require assistance during your flight with us, we encourage you to let us know how we may best assist you at the time of your booking or during check in. The assistance we can offer includes:


  • -Meet and assist service to escort you to and from the aircraft

  • -Individual safety briefings

  • -Subtitles on our in-flight safety videos

  • -Priority boarding


If you are travelling with your accredited service dog, please contact our local reservations office.

We do not require advance notification if you wish to bring onboard hearing aids, special headsets, audio-receivers or other battery operated assistive listening devices*. These devices can be used during all phases of flight. If you plan to bring onboard a transmitting device, please advise us at least 48 hours in advance so we can ensure that it is compliant with our safety requirements.

*Please note that for safety and operational reasons, passengers will not be permitted to plug any assistive listening devices into the aircraft’s power supply and must instead supply their own power in accordance with all applicable regulations.

 

Passengers with visual impairment

If you require assistance during your flight with us, we encourage you to let us know how we may best assist you at the time of your booking or during check in. The assistance we can offer includes:


  • -Meet and assist service to escort you to and from the aircraft

  • -Individual safety briefings

  • -Assistance inflight in moving to and from your seat

  • -Priority boarding

  •  

If you are travelling with your accredited service dog, please contact our local reservations office.

If you use a cane or other assistive device, it may be carried in the aircraft cabin with you, provided it can be stowed under your seat or in the overhead compartment. The cane needs to lie flat on the floor and should not block any emergency exit or protrude into the aisle. You may ask our cabin crew for assistance in loading and retrieving your cane in case it is not collapsible or if it cannot be stowed under your seat. All such assistive devices will be carried free of charge.

 

Passengers with cognitive or developmental impairment

If you require assistance during your flight with us, we recommend that you please let us know how we may best assist you at the time of your booking or during check in.

While we strive to provide an exemplary level of service, it is not possible for us to arrange for passengers to be attended to at all times. Passengers who are unable to follow safety instructions should arrange their own safety assistant and passengers in need of continuous assistance or personal care should arrange their own personal care attendant.

 

Guide Dog/Assistance Dog

In compliance with the guidance of Civil Aviation Department, Hong Kong Airlines only allow to accept guide dog (which has been accredited by International Guide Dog Federation, Assistance Dogs International or Assistance Dogs Europe) and assistance dog (which has been accredited by Assistance Dogs International or Assistance Dogs Europe) in our cabin for inbound and outbound flights. In the event the passenger is travelling with guide dog or assistance dog**, please contact Hong Kong Airlines Customer Service Center at least 48 hours prior to the scheduled departure flight for advance arrangement. The passenger is reminded to prepare any relevant documentation as may be required by Agriculture, Fisheries and Conservation Department and relevant authorities to/from your destination country. 

**In the event the passenger is travelling with assistance dog for emotional or psychiatric support purposes. Kindly provide a letter and/or documentation issued by licensed mental health professional (e.g. psychiatrist, psychologist, clinical social worker, or medical doctor who specifically treating the passenger’s mental or emotional disability) with the following details: 



  • -the date of the letter/documentation issued within one year prior to the scheduled departure flight;

  • -the passenger has a mental or emotional disability recognized in the current edition of the Diagnostic and Statistical Manual of  Mental Disorders.

  • -the passenger needs the emotional support or psychiatric assistance dog as an accommodation for air travel and/or for activity at  the passenger's destination;

  • -assessor providing the assessment is a licensed mental health professional and is currently providing professional care for the   passenger; and

  •  -the date and type of the mental health professional's license and the state or other jurisdiction in which it was issued.


Special Service Request For Disability Passengers (For U.S Route)

Support for passengers with disabilities

  1. 1. If you are requesting assistance for passengers with disabilities, please call us at  +1 8553933880    (Toll-free,  within the US) .

  2. 2. For customers with hearing or speech disabilities, please dial  711  and request the operator to contact us at the above toll free number.