Passengers using wheelchairs
Find out more about the services for Lufthansa passengers who are dependent on a wheelchair at the airport and on board.
When you book your trip, you can help us to provide the service you need on the ground and during your flight. We require some advance information from you so that we can ensure your comfort at the airport and on board our aircraft. Please tell us what assistance you require, either by telephone or at a Lufthansa Service Center. You can also register your assistance requirements after booking online. When booking tickets by telephone or at a travel agency, please indicate your needs before completing the booking. Please let us know what assistance you require, at least 48 hours before departure, to ensure you receive the best support. We can no longer guarantee the best assistance and support if you register at shorter notice.
Please allow enough time to arrive at the airport and check in without having to rush. We recommend you arrive at the airport 90 minutes before departure. Before you fly out it is also a good idea to find out about the exact conditions at the airport you will be flying back from.
Please tell our staff at the check-in desk about the booked service so that you can be given preferential attention and escorted on board before the other passengers, where necessary. Although it is not compulsory, it would help us if you tell us the nature of your medical problem (e.g. reduced mobility or a pacemaker).
In all cases where assistance is required, we will take the passenger to and from the aircraft and offer assistance with catching connecting flights.
Please note the following rules for the carriage of wheelchairs:
- You will be provided with a wheelchair free of charge. Equally, if you want to take your own foldable wheelchair with you, we will not charge you to transport it. Your wheelchair will be carried in the hold.
- If you will need a wheelchair at your departure and/or destination airport, please make sure you inform us of this either at the time of or after booking. If you are taking your own wheelchair with you, please tell us its dimensions and weight as well as any specific features (foldable/non-foldable, sports wheelchair, etc.). Some restrictions regarding size and weight of mobility aids apply on smaller aircraft. The cargo doors on the smallest aircraft operated, for example, are only 71 cm wide.
- If your wheelchair is battery-powered, please find out what type of batteries it uses, and let us know when you book your flight. Depending on the battery type, wheelchairs are subject to certain transport requirements. You can find further details here.
During the flight our flight attendants will assist passengers with reduced mobility as much as they can. Please note, however, that our flight attendants cannot carry or lift passengers.
All our long-haul aircraft are fitted with disabled toilets. However, passengers with reduced mobility should bear in mind that the washroom area on an aircraft is generally cramped. In addition, the aisle on an aircraft is usually narrower than on other means of transport.
Services on board for passengers using wheelchairs
Depending on the airport, there are many different transport options available to passengers with reduced mobility. You should therefore be prepared to have to change wheelchairs independently in order to get from the airport to the aircraft. In our aircraft a specially developed on-board wheelchair is available to passengers with reduced mobility, which they can also use to access the toilets.
Once on board, our cabin crew will be waiting to assist you:
- We will support you during boarding and disembarking
- We will help you to stow your carry-on baggage
- We will assist you in getting to and from the toilet
On arrival at your destination airport, your own wheelchair will be returned to you either immediately upon disembarking, or at the latest at baggage reclaim. In the latter case, you will be taken to baggage reclaim in an airport wheelchair. However, you may have to wait a little while. Please accept our apologies in such cases.
For longer stopovers in Frankfurt or Munich we have set up a waiting lounge and we will take you there in the wheelchair.
If mobility aids are damaged and we accept liability for that damage, we do not enforce the maximum compensation amounts set out in the Montreal Convention.
The person who is meeting you at your destination should contact the Lufthansa airport ticket team before your flight arrives to ensure that your support is seamless. At some airports, the person meeting you will be able to come to meet you at baggage reclaim.