We recommend you pre-book the complimentary assistance or service that you need as early as possible and no less than 48 hours before your flight. This will ensure that everything can be arranged to create a smooth journey.
Please note that if you pre-book the special assistance for your outward flight, arrangements will also be booked for your return flight, provided that you are travelling with the same carrier. Please note that you can book the transport of your wheelchair / mobility aid with us only for flights with DE flight number. For all other flights, please contact the airline concerned.
Information on how to book your assistance and contact our dedicated special assistance team can be found here. We'll send you written confirmation of your special assistance booking once it has been completed.
You’ll also need to be at the airport on the day of your flight in good time – at least three hours for long-haul and two hours for short-haul – to reach your departure gate for priority boarding.
Transportation of Assistance Dogs
We only accept Service Dogs, which are trained according to the requirements of Assistance Dogs International (ADI) or in the International Guide Dog Federation standards (IGDF). These are organisations that offer specific training programmes for Service Dogs. A list of member organisations as well as individual programmes can be found on their websites.
Please note that a copy of the certificate is needed before travel.
For flights to/from the U.S. we also accept Service Dogs which are trained by other associations or are individually trained. For individually trained Service Dogs we may require you to demonstrate the dog’s special skills at check-in.
Please note that the passenger’s dog can always be booked as a regular pet.
Please also note the following:
- You must provide a dog car safety harness or equivalent to secure your assistance dog during take off and landing and whenever the seat belt signs are switched on.
- It is your responsibility to take care of your dog's needs - our cabin crew won't be able to offer any assistance to the dog during the flight.
- The dog does not behave aggressively in the presence of other passengers or animals.
- It will not be tranquilised during the flight.
- It is healthy, well-groomed and can urinate in a controlled way.
- It obeys instructions and signals.
Entry, exit and transit of Assistance dogs
- Please familiarise yourself with the rules applicable for the entry, exit and transit of Assistance Dogs for the country concerned.
- Please consider, that in many countries there’s no exception for them.
- Condor will not check your data or the documents provided by you for accuracy and completeness.
- Condor is not liable for any consequences, losses or expenses incurred due to your failure to observe the respective country’s valid regulations for the entry, exit and transit of the animal or for the passenger’s failure to present the proper documentation to support entry, exit or- health requirements. This also applies for the reentry into the country of origin.
- If the aforementioned regulations are not complied with, you may be subject to additional charges/fines/expenses (especially quarantine costs) that are imposed on Condor by the country concerned.
- For details about payment, carriage or damages during the flight please read our terms and conditions.
- If you have booked a connecting flight with another airline please contact the respective airline(s) to arrange the transport.
- For flights operated by other airlines or codeshare flights other requirements for the acceptance of an Assistance Dog may apply.
Transportation of Emotional Support Dogs
We only accept Emotional Support Dogs on flights to/from the U.S. To accept your Emotional Support Dog in the cabin we need current documentation from the passenger’s licensed mental health professional, confirming:
- that you are currently under his/her professional care
- that you have a mental or emotional illness as recognised by the Diagnostic and Statistical Manual of Mental Disorders, DSM IV
- that you are in need of the support of the Emotional Support Animal for the flight and/or at his/her destination
- the date and type of the mental health professional’s license
This documentation must not be older than one year from the date of the initial flight. Please provide us with a copy, but take the original documents with you on the flight as this will be required upon check-in.
For flights of 8 hours or more, written confirmation is required stating that the dog has the ability to control its bladder movements on the flight, in such a way that there will be no health or sanitation issues to other passengers on board.