Assistance for persons with disabilities or reduced mobility
If you are a passenger with disabilities or with reduced mobility, you can request your assistance when booking your flight or at a later stage by calling our Sales Center on 0039 045 2886140 or by sending an email to: [email protected] no later than 48 hours before your flight's departure.
The prior request for assistance submitted to the carrier with whom you are travelling is intended to allow the airline to verify the type of passenger it will need to transport (to ensure their safety) and to monitor the availability of seats on board the specific flight, reserved for use for disabled passengers or passengers with reduced mobility, which under Community regulations may not exceed a set number that varies according to the type and configuration of the aircraft.
This service is available from Monday to Friday from 8.30 to 20.00 CET (Central European Time) and on Saturdays and Sundays from 9.00 to 17.00 CET (excluding holidays)*.
Alternatively, fill out the form available here, providing your details and specifying your request. Our Sales Center will get back to you as soon as possible.
* Outside of these timeslots, you can send an email, which will be processed by one of our operators during the times indicated above.
To guarantee a service tailored to your requirements, the request for assistance for passengers with disabilities or with reduced mobility must be notified to Air Dolomiti during the flight booking process or at a later stage, but no later than 48 hours before your flight's departure.
Whether at booking or later, it is important to specify to our Sales Centre the type of assistance required, as described below. For those with multiple disabilities, more than one type of assistance may be requested.
•WHEELCHAIR ASSISTANCE TO AND FROM THE AIRCRAFT
Passenger who can walk independently inside the aircraft as well as descend and ascend stairs but needs a wheelchair or other means of transport for long distances inside the terminal.
•WHEELCHAIR ASSISTANCE TO AND FROM THE AIRCRAFT AND WITH STAIRS
Passenger who can walk independently inside the aircraft but cannot descend or ascend stairs and needs a wheelchair or any other means of transport for long distances inside the terminal.
•WHEELCHAIR ASSISTANCE FOR PASSENGER TRAVELLING WITH OWN MOBILITY AID
Passenger who travels with his/her own wheelchair and may require assistance in the terminal as well as during all phases of boarding and disembarkation of the flight.
Passenger with partial or total loss of hearing who requires communication assistance in the terminal and on the plane.
Passenger who is blind or low vision who requires assistance with wayfinding and communication in the terminal and on the plane.
•INTELLECTUAL/DEVELOPMENTAL DISABILITY ASSISTANCE
Passenger with cognitive, intellectual, or developmental disability who requires assistance in the terminal and on the plane.
•PASSENGER OF LARGER SIZE
If you think that your seat in economy class is not sufficient for your comfort, you can consider purchasing a higher class of service (if available) or an additional free adjacent seat by contacting our Sales Center when you make your booking.
You can request the above types of assistance when booking your flight or at a later stage by contacting the Air Dolomiti Sales Center and in any case no later than 48 hours before your flight's departure.
If you have booked your trip through a travel agency and you need to request any of the above-mentioned assistances, you will need to contact that agency.
Be reminded that such requests should be made in order to:
- arrange for assistance at the airport during boarding, de-boarding and/or transit
- carry your own wheelchair (manual or electric)
- carry special medical equipment
- carry a service dog in the cabin
Once on board, the assisted passenger will be accompanied to his/her allocated seat from where the crew safety briefings or any in flight announcement will be visible or audible during the course of the flight. For safety reasons, emergency exit seats are not available to passengers requiring assistance.
It is important to notify Air Dolomiti of your request for assistance no later than 48 hours before your departing flight. This will allow the operator to inform in a timely manner all the parties involved to ensure appropriate service through all the phases of your journey.
A passenger who has requested assistance must arrive at the check-in counter at least 2 hours before the flight departure time. If Air Dolomiti was not notified in advance of the request for assistance, the Airport Manager will take all possible measures to ensure the passenger boards his/her scheduled flight.
In accordance with EC Regulation 1107/2006 concerning the rights for persons with disabilities and reduced mobility when travelling by air, the assistance service is offered free of charge at all airports. Information on the services available can also be found on the website of the specific airport.
Additionally, free transport is allowed for:
- the guide dog or assistance dog
- two walking aids (e.g. crutches, walker)
- a medical device to be used on board or at the final destination (e.g., portable oxygen concentrator) with a maximum size equivalent to that of a piece of cabin baggage
- medicinal products, medications and any syringes or auto-injectors required for their administration
If medical material needs to be transported, please contact our Sales Centre or the travel agency.
Our operators will assist you with the pre-allocation of seat/s during the booking process.
For safety reasons it is not possible to allocate seats in emergency exit rows.
In compliance with the ENAC regulation DG16 / 07/2021, the seating allocation for persons accompanying people with disabilities or with reduced mobility will not bear any additional charges. Air Dolomiti will make every reasonable effort to allocate a seat next to you or nearby. If you need to travel with an accompanying person please ensure to inform the booking operator.
To enquire about seat allocation and/or for any other information please contact our Sales Center by calling +39 0452886140 or by sending an email to [email protected]
For certain health conditions (e.g. heart and lung diseases, stroke, etc.), injuries due to accidents or chronic pain, the passenger's fitness to fly must be assessed by the Air Dolomiti Medical Service.
If you have any doubts about your fitness to fly, please download the healthcare assistance form here and have it fully completed by your doctor and send it via email to
Dr. Alessandro Olivieri Email: [email protected]
Clearance to fly will be given no later than 48 hours before your flight's departure. Similarly, for certain types of assistance, the carrier may request the presence of an accompanying person.
For more information contact our Sales Center on +39 0452886140 (Monday to Friday 8.30 - 20.00; Saturdays and Sundays 09.00 - 17.00 - holidays excluded) or by email: [email protected]
When booking your flight, please contact our Sales Center if you need to travel with a wheelchair, whatever the type, or any other mobility aid: this must be registered directly at the check-in on the day of the flight, to then be loaded in the hold or delivered directly plane side when boarding. You can transport up to two mobility aids (e.g., wheelchair and walker) free of charge.
Depending on the assistance requested and if, in the absence of a wheelchair, once at the airport the airport manager can pick you up from the various meeting points located in the terminal and accompany you to the check-in area, or from the check-in area directly to the aircraft stairs, or help you climb the aircraft stairs or accompany you to your cabin seat. For more information, please consult the website of the European departure airport.
Although Air Dolomiti does its best to ensure that mobility aids are transported safely, certain factors may prevent them from being transported. For full details and possible limitations, please identify below the type of wheelchair you need to be transported.
Personal wheelchairs can be transported even if not completely foldable. Your manual wheelchair will be collected at the check-in counter or after your accommodation on board to be transported in the aircraft hold.
Wheelchairs and mobility aids powered by unsealed batteries (spillable):
Not accepted on Air Dolomiti flights.
Wheelchair and mobility aids powered by sealed batteries (non-spillable):
If the wheelchair or mobility aid is battery-operated, we would ask you to find out what type of battery is used and to request transport authorization from our Sales Center, either at the time of booking or at the latest within 48 hours of departure. In fact, the transport conditions will vary depending on the type of battery used. The specification sheet on the mobility aid may be requested.
Please fill out the form below. Based on the information you provide, we will check if your type of battery is transportable.
Wheelchairs and mobility aids powered by lithium-ion batteries
These devices can only be transported if they meet the following conditions:
• The batteries used must be tested (UN Manual of Tests and Criteria, Part III, subsection 38.3.)
• If the mobility aid has been specifically designed to allow the removal of the battery(ies), the user must remove it/them according to the manufacturer's instructions. The removed battery must not exceed 300 Wh.
In the case of devices with multiple batteries (removed and/or spare), the following can be transported in the cabin:
- a maximum of two (2) batteries, neither of which exceeding 300 Wh (including the spare battery)
- a maximum of four (4) batteries, none of which exceeding 160 Wh (including max. 2 spare batteries)
Both the removed and spare batteries may only be transported in the passenger cabin, inside a protective case.
To prevent the accidental operation of the mobility aid during transport, turn off the device and remove the key (if provided), remove the battery’s electrical connections and lock the panel.
If the mobility aid does not meet the safety requirements, it may not be allowed on board. Therefore, when booking the service, we ask you to provide our Sales Center (or directly to the travel agency if you have booked with them) the wheelchair data sheet including all battery specifications.
On Air Dolomiti task-trained assistance dogs may travel in the cabin free of charge.
For connecting flights, check the regulations of the airline operating the individual flight. If you are traveling with multiple airline companies, we therefore advise you to request confirmation from each company that your animal will be permitted on board.
General terms of service
Regardless of breed or type, task-trained assistance dogs have been trained to assist people with motor disabilities, visual and hearing impairments, intellectual/relational disabilities or other disabilities of a psychiatric nature.
A training certificate is required for the dog.
The service must be requested no later than 48 hours prior to the departure of the flight by contacting our Sales Center on: +39 0452886140 or by sending an email to [email protected] and will be confirmed by our staff once all of the documentation presented has been checked.). If you have booked your trip through an agency, you must request the service directly through it. The service will be confirmed once all the documentation submitted has been validated by our staff.
IMPORTANT: To enable you to take your pet with you into the cabin as carry-on baggage, we need your confirmation that the animal meets the stated requirements. Please present two copies of the completed and signed form at the check-in counter to confirm this: Form for carrying an animal in the passenger cabin
As there is a limit on the number of animals that can travel in the aircraft cabin, please notify our Sales Center well in advance if you are travelling with a guide dog.
It is advisable to find out as soon as possible if there are special regulations in place for the entry of animals in the country you are visiting.
Please note: dogs that provide emotional support are not considered task-trained assistance dogs and therefore their transportation is not provided free of charge onboard our flights. Their carriage may be possible at a charge according to the procedures for boarding dogs in the cabin or in the hold, depending on the weight and size of the animal. In this case as well, the service must be booked at least 48 hours before your flight via the Air Dolomiti Sales Center and the cost will vary depending on whether the animal travels in the cabin or in the hold: if the total weight of the animal and its carrier exceeds 8 kg, the dog will travel in the hold. We also advise you to enquire in advance about entry conditions in other countries.
General requirements for transport:
To guarantee flight safety and comfort in the cabin, the dog must be trained to obey and behave appropriately in a public environment (e.g. does not bark, growl, attack people or other animals).
It is not mandatory for the dog be transported in a cage during the flight, but it is necessary to have a leash and a muzzle at hand.
The guide dog must sit on the floor and remain in front of the owner's seat; if the animal is too large to sit in this space it might not be permitted on board.
On board the dog must:
• Remain under the direct control of the passenger at all times. It does not necessarily have to stay in its cage (if present) during the flight, must sit in front of its owner’s seat and stay on the leash;
•must not sit in a passenger seat and cannot be in an emergency exit row.
If the dog does not behave appropriately or is aggressive, Air Dolomiti may transfer it to the hold for a fee, or refuse to transport it. The passenger is responsible for damages and additional costs resulting from the transport of the animal.
Oxygen cylinders or tanks for medical use are not permitted on Air Dolomiti flights (this service is not provided by the company).
Portable oxygen concentrators (POCs) may be transported on board subject to completing the healthcare assistance form.
Once completed, the form must be sent by email to the company doctor, Dr. Alessandro Olivieri, at [email protected] at least 48 hours before the flight departure time.
For more information contact our Sales Center on +39 0452886140 (Monday to Friday 8.30 - 20.00; Saturdays and Sundays 9.00 - 17.00 - holidays excluded) or by email: [email protected]
In accordance with EC Regulation 1107/06 Annex II, our cabin crew can provide assistance to passengers with disabilities and reduced mobility to:
- escort them from their seat to the lavatory (there is no obligation to lift the passenger or to provide assistance for using the lavatory).
- open packages of food and drinks for them (there is no obligation to assist in distributing drinks, meals or medicines beyond the service provided to other passengers).
Therefore, if a person with a disability or reduced mobility needs to be helped to carry out these specific functions (e.g., use the lavatory, having meals or medicines administered) this passenger must travel with a companion to look after the care and safety of the person.
IMPORTANT: we do not have wheelchairs on board our aircraft.
Our rear lavatories are equipped with a support bar to facilitate their use by passengers with disabilities or reduced mobility.
Please contact our Sales Center if you have any doubts or for more information on the matter.
In accordance with the current regulation EC 1107/06, an airline, its agent or a tour operator cannot refuse a booking request for reasons of disability or reduced mobility.
Refusal of booking or boarding can only take place in the following cases:
• for safety reasons
• if the dimensions of the aircraft or its doors make it physically impossible to board or transport the passenger with disabilities or reduced mobility
In the event of failure or inadequate assistance, complaints must be filed to:
• the airport management body for lack of or inadequate ground assistance
• the airline for issues during the booking process or for lack of assistance on board
If you wish to make a complaint about the disservice you received from Air Dolomiti, you can contact us at the following link: Customer Relations
You will initially receive an automatic reply with your case reference number. Our team will subsequently provide you with detailed feedback.
In the event the response appears to be inconsistent with the provisions of the regulation, passengers with reduced mobility or with disabilities can submit a complaint to ENAC (Italian Civil Aviation Authority), preferably using the following online form: https://moduliweb.enac.gov.it/ applications / reg1107 / module.asp
It is possible to send a complaint to ENAC if the service problem occurred:
• at an Italian airport;
• on flights departing from an Italian airport (regardless of the nationality of the carrier);
• on flights arriving at an Italian airport if operated by an EU carrier
On 26 July 2008, Regulation (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air came into force.
Download the regulation here for further information.
The ENAC project entitled “Autism, traveling through the airport” was conceived to facilitate air travel for autistic people. For more information visit the ENAC website.