Traveling with disabilities to/from the USA

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. 

Rollstuhlfahrer und seine Freundin befinden sich am Abflugsgate // wheelchair user and his girlfriend are at the departure gate

Flight booking and reservations

If you book your ticket by phone, please tell us about any special needs before your booking is completed. If requests were not made at the time of booking or if you have made your booking online, 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 10:30 p.m. EST. Our reservations agents are standing by to assist you with any concerns or questions you may have. 

Lufthansa medical desk

If after reading the information provided here you still have a specific medical question that has not been answered, please feel free to contact our medical desk in New York. The Lufthansa medical desk is open Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST at the following number:
1-516-296-9580. Contact the medical desk via email.

Advanced seat requests

We will do our best to assign you to a seat that is most suitable to your needs. Passengers with disabilities may be seated anywhere in their ticketed class of service for which they are qualified and in compliance with FAA safety regulations. Bulkhead seats, or other seats that provide greater legroom, may be provided upon request if you are traveling with a service animal, or if you have a fused or immobilized leg. We also have seats with movable armrests for ease of access. Due to the limited number of bulkhead seats we may not be able to accommodate everyone travelling with your group in the bulkhead row.

Passengers with respiratory problems

We are only able to provide a limited extra oxygen supply on board, so please contact Lufthansa’s Medical desk no later than 72 hours before your departure to ensure that sufficient oxygen is available. Please be aware that the costs of providing this must be paid in advance. Additionally, you must be assessed for your fitness to fly before the flight.

Traveling with other assistive device

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. Traveling with a POC requires a physician statement. 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.

Reporting disability related problems via the 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 is not compliant with the requirements of the Air Carrier Access Act or 14 CFR Part 382 you have the right to contact the U.S. Department of Transportation if you want that agency to consider further action on your behalf.

Mail:
U.S. Department of Transportation
Aviation Consumer Protection Division/C-75400
1200 New Jersey Ave, SE
Washington, D.C. 20590
1-202-366-2220

Online:
Aviation Consumer Protection Division 

Please note that with this link you are visiting an external website that may not follow the same privacy, security or accessibility policies.

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 9:00 a.m. until 5:00 p.m. EST, Monday through Friday.

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

Please note that with this link you are visiting an external website that may not follow the same privacy, security or accessibility policies.

View complete regulations of Part 382

To get more detailed information, please visit the website for the U.S. Department of Transportation

Please note that with this link you are visiting an external website that may not follow the same privacy, security or accessibility policies.