Support for passengers requiring special assistance

Traveling with reduced mobility doesn't have to be complicated: we will assist you every step of the way – from check-in to your seat on board. Here you will find all the information about individual support offers at the airport and during the flight.

An elderly woman with short hair and a long-sleeved shirt is sitting in a wheelchair at the airport in front of the departure board, with her back to the camera.

Register for special assistance

If you need help at the airport or on board – for example, when boarding, on your way to your seat, or to the lavatory – please let us know as soon as possible. Your registration should reach us no later than 48 hours before departure.

The requested service is also automatically valid for the return flight, as long as you travel with Condor (flights with a DE flight number).

Book assistance now via our contact form**

** Links marked with a double asterisk will temporarily still take you to our old Condor website. Some of the content on that site is not yet fully accessible.

Our wheelchair services at a glance

Depending on your needs, we offer three different wheelchair services – all of which are free of charge and provided by our trained staff.

1. Wheelchair service to the gate (WCHR)
You can climb stairs, but do you find long distances difficult?
Our team will accompany you to the departure gate.
2. Wheelchair service to the aircraft door (WCHS)
You can move around independently on the plane, but are unable to climb stairs?

We will take you to the aircraft door and assist you with boarding.
3. Wheelchair service to the seat (WCHC)
If you are unable to walk long distances or climb stairs, we will take you directly to your seat on board.

If you wish, you can use your own mobility aid together with our service.

This is how transportation is handled at the airport

Depending on the airport, various aids and methods are available to get you on board safely and comfortably:

Passenger boarding bridge: Directly connects the terminal and the aircraft
Mobile lift: Comfortably lifts you up to the aircraft door
Special wheelchairs: Suitable for use on stairs

Note: Not all airports have passenger boarding bridges or mobile lifts. Please check the website of your departure airport in advance.

If the type or size of the aircraft does not allow for safe transport, we reserve the right to refuse carriage. In this case, we will offer you a rebooking or refund.

Assistance on board

We are also here for you during the flight – with specially trained cabin crew and appropriate assistance. Our on-board service includes:

Accompaniment to the seat
Assistance with stowing carry-on baggage
Accompaniment to the on-board toilet
Provision of the on-board wheelchair (WCOB) (must be booked in advance)

Our crew will be happy to assist you, but for safety reasons cannot lift or carry you. If you require additional assistance, please ensure that you travel with a companion.

Guidelines for Support Services

The service can only be booked for flights with a DE flight number. For codeshare flights, please contact the operating airline.
After successful registration, you will receive a written confirmation.
Make sure to plan enough time for your trip to the airport:
- At least 2 hours before departure for short- and medium-haul flights
- At least 3 hours before departure for long-haul flights

Can I travel alone with a wheelchair?

According to IATA regulations, you need to assess for yourself whether you can travel independently before your trip. To travel independently, you should be able to take care of your physical needs on board and perform the following tasks during the flight.

Eat and drink independently
Move from the seat to the on-board wheelchair and from the wheelchair to the toilet without assistance
Fasten and unfasten your seatbelt by yourself
Put on the oxygen mask by yourself
Put on the life jacket by yourself
Taking your own medication without assistance

If you are unable to do so, you should travel with a companion. We are happy to help you and arrange the seating.

Every companion must buy a flight ticket. If you need more than one person to assist you, please contact our service team.

Impaired sensory perception

If you have impaired sensory perception and need help, we will be happy to help you.

For passengers with hearing impairments
Help with understanding announcements and instructions
For passengers with visual impairment
Help with reading signs at the airport, following instructions on board, or locating the departure gate
For passengers with speech impairments
Assistance with communication with crew or ground staff

The following applies to assistance specifically on board:

Please introduce yourself to the crew when boarding so they can assist you accordingly.
If you have a visual impairment, you will receive a separate, personalized safety briefing from our crew.
It's important for you to know exactly what to do in the event of an evacuation. If you need more detailed instructions, please ask our crew.

Seat assignment

We aim to offer special assistance to passengers with severe mobility impairments, wheelchair users, and those with special needs, along with their companions and unaccompanied minors, during their Condor flight. Therefore, we offer these passengers a complimentary seat reservation. Please contact us via email.

Learn everything about seat reservations and travel classes.

Information on seat allocation for younger children and people with disabilities or restricted mobility on flights to, from, and within Italy:

As part of the check-in process, we are happy to assign contiguous seats (next to each other or – if not possible – in the same row of seats) to children aged 2 to 11 years and their parents or accompanying adults who travel in the same travel class with us from, to or within Italy.

Illustration of a wheelchair. The tires have blue and white stripes.

Book assistance

Please request the required service from us no later than 48 hours before departure.

Book assistance now via our contact form**

** Links marked with a double asterisk will temporarily still take you to our old Condor website. Some of the content on that site is not yet fully accessible.

Frequently asked questions

Does Condor offer special assistance for passengers with hearing or visual impairments?

Condor is here to make sure that everyone travels safely and comfortably.

If you have problems understanding airport announcements or the cabin crew, don't worry, we are here for you. Please introduce yourself to the flight attendants when boarding so we can help you.

If you have a visual impairment, our crew will give you a personal safety briefing, so you know what to do in an emergency. Please ask our staff if you need any further assistance.

What preparations can I make for my flight if I require special assistance?

We aim to make your flight experience as smooth and enjoyable as possible. We have some useful information for you to read on our website.

Allow yourself ample time. Be at the airport at least two hours before short-haul flights. For long-haul flights, at least three hours.

Please inform us well in advance of any assistance you need, a minimum of 48 hours before your flight. This service will also be booked for the return flight if you use the same airline for your return. You will receive written confirmation when your booking is complete.

What are the conditions for me to travel alone if I have an injury or disability?

IATA regulations state that you must determine whether you can travel alone before your flight.

You must be able to take care of your physical needs during the flight. This includes:

Eating and drinking without help
Moving from your seat to an on-board wheelchair and toilet without assistance
Fastening and unfastening your seatbelt
Putting on your oxygen mask alone
Putting on your life jacket alone
Taking your own medication without help.

If you cannot do these things on your own, you should fly with a companion.

I rely on a companion to support me. Can they travel with me free of charge?

No, each companion needs a valid flight ticket.

We will make sure you can sit next to your companion. If you need more than one person to support you, our service team will help you find the best solution.

How far will the airport special assistance service take me in my wheelchair?

It depends on which type of special assistance you choose.

We offer three different options: wheelchair service to the boarding gate, to the aircraft door or to your seat on the plane. You can also reserve a wheelchair for on board. Please register for each service at least 48 hours before your flight. You can find more information and the registration form on our page on accessible travel.

Support for passengers requiring special assistance

Register for special assistance

Our wheelchair services at a glance

1. Wheelchair service to the gate (WCHR)

2. Wheelchair service to the aircraft door (WCHS)

3. Wheelchair service to the seat (WCHC)

This is how transportation is handled at the airport

Assistance on board

Guidelines for Support Services

Can I travel alone with a wheelchair?

Impaired sensory perception

For passengers with hearing impairments

For passengers with visual impairment

For passengers with speech impairments

Seat assignment

Book assistance

Frequently asked questions

Does Condor offer special assistance for passengers with hearing or visual impairments?

What preparations can I make for my flight if I require special assistance?

What are the conditions for me to travel alone if I have an injury or disability?

I rely on a companion to support me. Can they travel with me free of charge?

How far will the airport special assistance service take me in my wheelchair?

Additional related topics

This is how transportation is handled at the airport

Assistance on board

Can I travel alone with a wheelchair?

Seat assignment

Guidelines for Support Services

Additional related topics

Our wheelchair services at a glance

1. Wheelchair service to the gate (WCHR)

2. Wheelchair service to the aircraft door (WCHS)

3. Wheelchair service to the seat (WCHC)

Impaired sensory perception

For passengers with hearing impairments

For passengers with visual impairment

For passengers with speech impairments

Register for special assistance

Frequently asked questions

Does Condor offer special assistance for passengers with hearing or visual impairments?

What preparations can I make for my flight if I require special assistance?

What are the conditions for me to travel alone if I have an injury or disability?

I rely on a companion to support me. Can they travel with me free of charge?

How far will the airport special assistance service take me in my wheelchair?

Book assistance