Accessible travel
For passengers with special needs
On the following pages we have provided some important information on accessible travel with Lufthansa. Find out here about our services for passengers with reduced mobility or sensory impairment.
Booking and reservation
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.
Passengers with sensory impairment
Find out more about Lufthansa’s services for passengers with hearing or visual impairments or with cognitive disabilities.
Passengers using wheelchairs
Lufthansa provides special services for passengers who require a wheelchair before, during and after the flight.
Important contacts and information
Check-in
We recommend that you arrive at the airport in good time. Be aware of busier travel times, such as the start of the school holidays.
Please report to the special assistance desk or a check-in counter no later than 60 minutes before departure. This also applies even if you have already checked in online. The special service is guaranteed for passengers who have registered their assistance needs in good time (48 hours before departure) and who arrive at the airport early. Carriage on the flight booked, including the special services, cannot be guaranteed for passengers who register their assistance needs later than 48 hours before departure or do not register them at all. 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.
Important addresses and telephone numbers
Do you have any questions, requests or suggestions about accessible travel? Here you will find all the important addresses and telephone numbers.
Statutory requirements
Passengers with reduced mobility are carried in accordance with EU Regulation No. 1107/2006 of 5 July 2006 on the rights of disabled passengers and passengers with reduced mobility. Any passengers travelling to/from the USA are carried in accordance with the U.S. DOT provisions, Title 14, Code of Federal Regulations, Part 382, effective as of 13 May 2009.
Lufthansa Medical Operation Centre
For questions and for further information, the Lufthansa Medical Operation Centre (MOC) will be pleased to assist you:
Fax: +49 69 696 83 677
Email: specialservice@dlh.de
(Monday to Friday: 08.30–20.00 hours; Saturday, Sunday and public holidays: 08.30–16.30 hours)
For travellers to and from the USA, the Medical Desk in the USA can be reached using the following contact details (Monday to Friday: 09.00–15.00 hours):
Tel: +1-516-296-9580
Travel preparation checklist
- I have informed my travel agency or Lufthansa about my reduced mobility at least 48 hours before departure and have listed my specific requirements.
These include: the use of special mobility aids and services
(e.g. being met with a wheelchair, taking my guide dog with me, etc.) - I have given Lufthansa the dimensions and weight of my wheelchair with which I am travelling.
- I will arrive at the airport in good time – at least 90 minutes before departure – and will report to the special service counter or to the check-in counter.
- I have obtained a medical care form because of reduced mobility for current medical reasons (e.g. recent surgery or a break/fracture, etc.).