Statue of Liberty with the New York skyline in the background.

Accessible travel to the USA

We have put together the relevant information and tips to ensure you have a safe and relaxed trip to the USA.

Please tell us in advance

To make your stay at the airport as pleasant as possible and your trip on board relaxed, it is helpful to provide information in advance. This will help us to provide assistance that is better suited to your individual requirements.

Please call us at least 72 hours before your flight on 1-800-645-3880 so we can discuss and plan your assistance requirements.

In North America passengers with hearing impairments have access to a text phone: first dial 711 then 800 645 3880 to be transferred to the relay service (TRS). This service is available around the clock, even on public holidays. Please get in touch with our booking colleagues if you have any questions or concerns.

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By telephone

If you book your ticket by telephone, please be sure to inform us of your individual needs before completing your booking.

Call 1-800-645-3880
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Through your travel agency 

Before completing your booking, please inform your travel agency of your individual assistance requirements so that we can provide you with the best possible service.

Assistance on your trip to the USA

Information and services to make your trip to the USA easier – from departure to arrival at your destination airport.

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Travelling with your own wheelchair

Travel information and services for passengers with reduced mobility.
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Passengers with hearing impairments.

Information and support for travellers with hearing impairments.
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Travelling with an assistance dog

Tips and information for travelling to the USA with an assistance dog
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Assistance on your trip to the USA

Information and services to make your trip to the USA easier – from departure to arrival at your destination airport.

Do you have any questions or need further information?

Our Medical Service is available if you have any further questions and to provide more information.

The Lufthansa Medical Operation Center provides information about booking modalities and the availability of accessible services on our flights.

Fax: +49 69 69 68 36 77
Email: ​​specialservice@dlh.de
(Monday to Friday: 08:30–20:00 hours; Saturday, Sunday and public holidays: 08:30–16:30 hours)

Travellers to and from the USA

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 hours to 17:00 hours EST):

In general the Medical Desk Team speaks English.

Tel.: ​+1-516-279-1768

Considerably higher charges may apply when making telephone calls to the USA.

Reporting accessibility problems to a complaint officer at the US Department of Transportation

If a problem arises during your journey with Lufthansa, please contact our on-board crew or ground staff who will put you in touch with a Complaint Resolution Official (CRO).

Our CROs can offer the necessary sensitivity. They are familiar with all the applicable regulations and laws of the Federal Aviation Administration, the Department of Transportation, the Air Carrier Access Act and the Americans with Disabilities Act. They will be happy to deal with your concerns.

Our CROs can be reached during opening hours at all our US destinations and at the following locations in Germany: Frankfurt and Munich.

If you think that Lufthansa has violated a provision of 14 CFR Part 382 of US Federal Regulations, you can submit an official complaint according to the corresponding procedure in 14 CFR Part 382.65 via the following channels:

By post:

US Department of Transportation Aviation
Consumer Protection Division/C-75400
7th Street, SW
Washington D.C. 20590
1-202-366-2220

Online:

Aviation Consumer Protection DivisionThe link will be opened in a new browser tab

US Department of Transportation hotline for people with disabilities:

If you have an urgent problem with the service on your flight with regard to your disability, you can call us on 1-800-778-4838 (voice call) or 1-800-455-9880 (relay service). This hotline is available from Monday to Friday between 07:00 and 17:00 EST.

You can find the complete provisions in Part 382.

If you require further information, you can download a copy of Part 382.

Part 382. (PDF format; 641 KB)
Please note that with this link you are visiting an external website that may not follow the same privacy, security or accessibility policies.
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Further information on travel and health

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A healthy journey

Information and assistance to help you travel feeling as relaxed possible even if you are ill or suffer from allergies or fear of flying.
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Older travellers

Information and assistance to help older people fly comfortably and well prepared.
A woman doctor with a stethoscope and a female patient look at a tablet together.

Global Healthcare

There are special medical services available globally for international patients and people who have been injured or with health impairments.
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Medical escort service

If you wish, you can book a medical escort service for your flight, if you need assistance from nursing staff or a doctor.