If you have a disability of any kind or your mobility is reduced, we give you all the information you need to travel.
Who can request assistance at the airport?
- Passengers travelling in a wheelchair
- Passengers with limbs in plaster casts
- Passengers with mobility problems, impaired sight and/or hearing
- Passengers with intellectual disability
- Passengers who are not self-sufficient (e.g. people with Alzheimer's), and must always travel with a companion
People with cognitive or intellectual disabilities, or diseases such as dementia or Alzheimer's, may travel alone only if they are able to understand and follow safety instructions on board. It is important to think about all aspects of the trip, including arriving at the airport, which can be a bit confusing and stressful. In these cases it is mandatory to always travel with a companion.
Please bear in mind that the airport assistance service is only available for minors if they are accompanied.
If you are travelling with children with autism, you can consult additional information that may come in handy on the day of your trip.
How to request assistance
In order to guarantee the quality of the service provided, we recommend to request assistance at least 48 hours before the departure of the flight, since the number of people requiring special assistance who can travel on a flight is limited. If you don't give advance notice, you may not be provided with the assistance you need and your travel plans may be affected.
If you make your purchase through our website, you can let us know during the purchasing process and we will request the assistance you need at the airports. You just need to state your type of need and whether you are bringing an assistance dog.
If you did not inform us of your needs during the purchase process or made the purchase through our app, you can do so through our website:
When is it necessary to be accompanied?
All passengers must be self-sufficient in the following cases:
- Understanding safety instructions
- Fastening and unfastening their seat belts
- Finding the life jacket and putting it on
- Leaving their seats and going to an emergency exit
- Putting on their oxygen masks
- Using the toilet independently
If they are not able to do these things, for their own safety and that of other passengers, they must travel with a non-disabled adult companion over 16 years of age who can provide them with the necessary assistance. Otherwise, they will be denied boarding.
Booking, seat assignment and check-in
According to our internal security procedures, the total number of unaccompanied or accompanied customers with special needs and their companions must not exceed 10% of the aircraft's capacity. These maximums may be exceeded in the case of groups that have previously requested it for specific dates or flights, on an exceptional basis. The group request must be made as far in advance as possible via our Customer Service Centre.
For safety reasons, our aircraft have seats for passengers with disabilities or reduced mobility; as a general rule, these will be window seats. They will not be able to occupy seats in row 1, the last row, emergency exits or adjacent rows.
In addition, under specific circumstances, additional seats must be booked:
- Passengers with plaster casts from the waist up: they will only need to reserve one seat.
- Passengers with plaster casts from the waist down (whole leg): they will need to book three seats to travel.
- Passengers with plaster cast only on lower leg: they must book two seats to travel.
- Online check-in is not available for this type of booking, unless the rate chosen at the time of purchase includes a seat.
Hand luggage and medical equipment
Passengers who book the airport assistance service, whichever fare they choose, are allowed to carry one piece of luggage on board (max. 10 kg and 55x40x20 cm), at no extra cost, as well as one underseat cabin bag (max. 40x20x30 cm). We also offer you the possibility of checking in this luggage for free if you prefer.
As well as hand luggage, other items may be carried on board such as crutches, walking stick, umbrella, walking frame and apnoea machines. You can also carry medicine or a diabetes kit in your underseat cabin bag or cabin bag (medical certificate required).
On the day of your flight
Once you've requested assistance, you should go to the meeting point at the airport at least 2.5 hours before scheduled departure. Departure and arrival services are very different depending on the destination of your flight and are provided by the airport, we recommend that you check the airport website to check information about the facilities and services offered.
You can also go directly to the Vueling check-in desks and we'll let the assistance service know you're here.
Wheelchair check-in
If you are travelling with a wheelchair or mobility device, we have prepared an article containing all the information you need to know.
Boarding, on board the plane and disembarkation
Customers with reduced mobility are the first to board to ensure that they can be seated on the plane as comfortably as possible. Depending on the assistance requested, the airport assistance service will accompany you to the boarding gate, to the aircraft door or to your seat.
Please note that we do not have wheelchairs on board the aircraft to transport you to the lavatory if you need help, so we advise you to go to the lavatory before boarding.
Once the plane lands, assisted customers will be the last to disembark and will be escorted to the location they indicate to the ground staff.
Traveling with an assistance dog
If you are travelling with an assistance dog, you can consult all the relevant information.
Damage or loss of mobility equipment
If your mobility equipment is delayed, damaged, or lost upon arrival at your destination, you must report it to the Lost and Found office before leaving the arrivals terminal. Check for more information on luggage incidents.