If you are a passenger with special needs, we are here to provide you with the assistance to make your journey as seamless as possible. Lufthansa will not refuse transportation to any individual on the basis of a disability. If you need to speak to someone regarding a special service request regarding your disability, please contact your local Lufthansa office.

 
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Pre-travel assistance

Prior to your travel, we recommend that you contact us by telephone at 1-800-645-3880 at least 72 hours before your flight to discuss and schedule any additional assistance you may need. TTY (relay) service is available for USA-based hearing impaired customers at 1-866-846-4283 from 8:00 a.m. to midnight EST on business days and from 8:00 a.m. to 10:30 p.m. EST on weekends. Our reservations agents are standing by to assist you with any concerns or questions you may have.

 
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Lufthansa Medical Desk

If after reading the various topics below, you have a specific medical question that has not been answered, please feel free to contact our Medical Desk. The Lufthansa Medical Desk is open Monday through Friday, from 9:00 a.m. to 3:00 p.m. EST at the following number: 1-516-296-9580.

Contact your local Lufthansa office

 
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Assistance at the airport and in flight

At the airport

If you need a wheelchair or other mobility assistance to help you through the airport, we recommend that you contact us 48 hours prior to your flight to schedule additional assistance. If you cannot pre-book, any Lufthansa employee will be more than happy to help you at the airport.

In flight assistance

We will do our best to assign you to a seat that is most suitable to your needs. Bulkhead seats can be provided if you are traveling with a service animal or if you have an injury that may require a little extra legroom. We also have a number of seats with lifting armrests for ease of access.

It is our goal to make your flight as enjoyable as possible. However, pursuant to applicable FAA and safety regulations we might not be able to accommodate your request to be seated at emergency exits, or in cross aisles that form a part of emergency exit rows, if you can not assist in an evacuation of the aircraft. An on board aisle wheelchair is provided on all our flights to assist passengers with transportation to and from the restrooms (please note that crew cannot assist passengers in the restroom).

Contact your local Lufthansa office

 
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Traveling with your own wheelchair or other assistive device

If you are traveling with your own wheelchair, scooter, segway, or other assistive device, we recommend that you contact us with the height and weight information at least 48 hours prior to your journey so that we can make the necessary arrangements. We also request that you come to the airport one hour prior to the recommended check-in time so that we may ensure proper handling of your battery-powered mobility aids.

Small collapsible assistive devices that can be safely stowed in an overhead bin or under your seat can be stored by a crew member.

Lufthansa will accept assistive devices with batteries as checked baggage as well as inside the cabin. Assistive devices with batteries include respirators, CPAP machines (Continuous Positive Airway Pressure machine), portable oxygen concentrators (POC) and ventilators. Lufthansa will allow qualified individuals with a disability who are using FAA approved personal respirators/ventilators to bring their equipment, including non-spillable batteries, onboard the aircraft. You must have sufficient battery power for 150% of the maximum flight duration.

If your wheelchair/assistive device is checked with baggage; it will be returned to you at your final destination. We will transport you in another wheelchair from check in to the aircraft, to any connecting flights, and upon arrival to the baggage collection area at the final destination.

If your assistive device is battery powered, please be advised that Lufthansa accepts both spillable and non-spillable batteries. Batteries must be properly labeled and clearly marked “SPILLABLE” or “NON-SPILLABLE” so that our personnel can exercise proper handling procedures for the appropriate battery type. A battery may be refused if there is any sign of damage or leakage.

If you cannot pre-book, any Lufthansa employee will be happy to assist you at the airport with coordinating the storage of your assistive devices on the plane.

Contact your local Lufthansa office

 
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Traveling with an assistant

An assistant or companion will be needed to travel with a passenger under the following circumstances:

- If the passenger is traveling in a stretcher or incubator
- If the passenger cannot assist in their own evacuation during an emergency
- If the passenger cannot communicate or respond to the crew regarding safety matters
- If the passenger cannot comprehend safety instructions due to diminished mental capacity

Passengers are reminded that the crew cannot help with breathing, actual eating, the administering of medication, or assist in using lavatory facilities. We are able to help with the identification and opening of food items. We will assist passengers moving to and from the lavatory; yet are unable to assist within the lavatory.

Contact your local Lufthansa office

 
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Visually impaired passengers

If you are visually impaired, we recommend that you contact Lufthansa prior to traveling so that we can make the necessary arrangements. If you cannot pre-book, any Lufthansa employee will be happy to assist you at the airport.

We offer the following assistance to our visually impaired passengers:
- Separate briefings about safety procedures
- Separate briefings about delays and other travel issues
- Escort to and from the aircraft
- Any other assistance you might need to find locations in the airport

Contact your local Lufthansa office

 
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Hearing impaired passengers

If you are hearing impaired, we recommend that you contact us prior to travelling so that we can make the necessary arrangements. Our TTY number for USA calls is 1-866-846-4283, available Monday-Friday from 08:00 EST – 24:00, Saturday and Sunday from 08:00 EST – 22:30. If you cannot pre-book, any Lufthansa employee will be happy to assist you at the airport.

We offer the following assistance to our hearing impaired passengers:

- Separate briefings about safety procedures
- Separate briefings about delays and other travel issues
- Captioning in English & German for the in-flight safety video is available since January 2009 to meet the needs of our hearing impaired passengers

Contact your local Lufthansa office

 
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Traveling with service/assistance animals

If you are bringing a service animal, we recommend that you contact us prior to traveling so that we can make the necessary arrangements. Please be advised that, as a foreign air carrier, Lufthansa is only required to allow dogs on board as a service animal. If you cannot pre-book, any Lufthansa employee will be happy to assist you at the airport.

We recommend that all service dogs wear a harness, and that you bring some type of bedding etc. to make the dog more comfortable. On international flights over 8 hours long, we may require documentation showing that your service dog will not need to relieve itself on board, or that the dog can relieve itself in such a way that does not cause sanitation issues or other hazards to your fellow passengers.

We recommend that you refer to the government website of the country to which you are traveling for any additional entry requirements or documentation you may need for your dog.

Contact your local Lufthansa office

 
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Emotional support and psychiatric service animals

Lufthansa also welcomes emotional support and psychiatric service dogs. We recommend that you contact us prior to travelling so that we can make the necessary arrangements. If you cannot pre-book, any Lufthansa employee will be happy to assist you at the airport.

Required documentation: An emotional support or psychiatric service dog must be accompanied by documentation from a licensed mental health professional stating the following:
1. The passenger has a emotional/mental health-related disability and having the dog on the aircraft is necessary.
2. The individual providing the assessment is a licensed mental health professional, and that the passenger is under the care of the individual providing the documentation.
3. The documentation may not be more than one year old. The document must include the date, the type of mental health professional license and the state or other jurisdiction in which it was issued.

As our flights are all international flights, we recommend that you refer to the government website of the country to which you are traveling for any additional entry requirements or documentation you may need for your dog.

Contact your local Lufthansa office

 
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Reporting disability related problems via U.S. DOT

Complaint Resolution Official (CRO)

If you encounter problems while travelling on Lufthansa, please feel free to ask any crew member or ground staff for a Complaint Resolution Official (CRO).

Our CRO’s have been specially trained in sensitivity and awareness, as well as all applicable Federal Aviation Administration (FAA), U.S. Department of Transportation (DOT), Air Carrier Access Act (ACAA) and Americans with Disabilities Act (ADA) regulations and legislation. They will be glad to respond to your concerns.

Our CRO’s are available during operating hours at all our U.S. Destinations, and at the following German locations during operating hours: Frankfurt, Munich and Dusseldorf.

If you feel that Lufthansa has violated any provision of Title 14, Code of Federal Regulations, Part 382, you may file a formal complaint under the applicable procedures of 14 CFR Part 382.65 via the following channels:

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

Online:
Aviation Consumer Protection Division

U.S. Department of Transportation (DOT) Disability Hotline:
If you have experienced time-sensitive, disability related air travel service problems that require immediate attention, you may call 1-800-778-4838 (voice) or 1-800-455-9880 (TTY) to obtain assistance. This hotline is available from 7:00 a.m. until 5:00 p.m. EST, Monday through Friday.

Get more information on the U.S. Department of Transportation website under www.dot.gov.

 
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View complete regulations of Part 382

To get more detailed information, download a copy of Part 382. (PDF format; 641KB)