We’re here to make your flying experience as comfortable as possible. Send us a special assistance request at the time of booking or no later than 48 hours before departure, and we’ll pull out all the stops to make them happen for you. Please arrive at the airport at least two hours before the scheduled departure time of your flight so we can provide you with the best possible service.
Contact Special Assistance
Ireland (353) 1 886-2009
North America (877) 351-6882
Wheelchair Requirements:
Aer Lingus will notify your departure and arrival airports that you’ve requested a wheelchair and assistance from check-in to the boarding gate. We’ll also let them know if you’ve requested a carry on service, which is for passengers who are completely immobile and can’t make their own way to their seat. Passengers must be able to sit upright in the seat.
If you’re travelling with your own wheelchair, it travels free of charge, however we need to know if it’s battery operated. Passengers aren’t permitted to check in or carry on board any wet-cell batteries, either in wheelchairs or as spare batteries. For the purposes of loading onto and transport aboard our aircraft, wheelchairs must be capable of disassembly into constituent parts weighing not more than 120kgs each.
We endeavour to seat wheelchair users and persons of reduced mobility as close as possible to on-board toilets. Our A330 series aircraft are fitted with on-board wheelchairs; A320 series aircraft are not fitted with on-board wheelchairs.
All wheelchair-bound passengers must send us a special assistance request to request appropriate support from the departure and arrival airports. We’d ask you to give us a minimum of 48 hours’ notice of your intention to travel. Contact us for any further information on wheelchair requirements.
| Aircraft Door Dimensions | ||
|---|---|---|
| Aircraft | Front | Rear |
| Aircraft Seat Accessibility | ||
| Aircraft | Business Class | Economy Class |
| Airbus A330 | W 1.07m x H 1.93m W 76″ x H 42″ |
W 1.07m x H 1.93m W 76″ x H 42″ |
| Airbus A321 | W 0.81m x H 1.85m W 31.8″ x H 72.8″ |
W 0.81m x H 1.85m W 31.8″ x H 72.8″ |
| Airbus A320 / A319 | W 0.81m x H 1.83m W 31.8″ x H 72″ |
W 0.81m x H 1.83m W 31.8″ x H 72″ |
| Boeing 757 | W 0.84m x H 1.83m W 33″ x H 72″ |
W 0.76m x H 1.83m W 29.9″ x H 72″ |
| ATR 72 | W 0.81m x H 1.75m W 31.8″ x H 68.9″ |
W 0.73m x H 1.75m W 28.7″ x H 68.9″ |
| ATR 42 | W 0.81m x H 1.80m W 31.8″ x H 70.75″ |
W 0.75m x H 1.72m W 29.53″ x H 67.72″ |
| Airbus A330-300* | Fully moveable armrests at positions 1AG, 2DH, 3AG, 4DH, 5AG, 6DH and 7ADGK. |
Semi-moveable armrests (raise at a 45° angle to seat back). Exit and bulkhead rows have fixed armrests. |
| Airbus A330-200* | Fully moveable armrests at positions 2AGH, 3D, 4AGH, 5D and 6AGH. |
Semi-moveable armrests (raise at a 45° angle to seat back). Exit and bulkhead rows have fixed armrests. |
| Boeing 757* | Fully moveable armrests. | Lift up armrests (except rows 4, 6 and 23). Exit and bulkhead rows have fixed armrests. |
| * Onboard restrooms are not wheelchair accessible; however the onboard aisle chair provides accessibility to the entrance of restrooms. |
Adult/Child Harness:
We allow AMSAFE CARES harnesses but they may only be used in conjunction with the aircraft seat belt. For safety reasons, we do not allow AMSAFE CARES or crelling harnesses for use in the business class cabin of any of our aircraft.
For your maximum protection and to satisfy the certification criteria of our seats, the harness may only be used on seats that are at the end of a row backing onto a bulkhead, i.e. seats that have no seat behind them.
Crelling harnesses are permitted for use on board (in the economy cabin only) Aer Lingus flights as follows:
- Crelling 27I (Infant to 5 years)
- Crelling 27A (5 to 8 years)
- Crelling 27B (9 years to Adult)
Aer Lingus do not provide these harnesses, and if you intend to use one on board you must send us a special assistance request as soon as possible before the flight (no later than 48 hours before departure). The make and model of the harness should be included, along with details of any other particular requirements.
| Type of Restraint Device | Age of Child | |||||
|---|---|---|---|---|---|---|
| Up to 6 month | 6 to 12 month | 12 to 24 month | 24 to 36 month | 36 to 48 month | 4 years (under 5) | |
| Passenger seatbelt only | ||||||
| Infant loop belt | ||||||
| Car type safety belt | ||||||
| Amsafe CARES harness | * |
Please note: In exceptional circumstances, it may be possible to accommodate children or other passengers with an alternative arrangement. For such exceptional cases, special Irish Aviation Authority authorisation is required. Please make your application as soon as possible to specialassistance@aerlingus.com in advance of your flight.
Restrictions on Aer Lingus Regional flights operated by Stobart Air
(Flight number range 3000-4000)
Crelling harnesses are permitted for use on board Aer Lingus Regional flights
Aer Lingus Regional don’t provide these harnesses, and if you intend to use one on board you must send us a special assistance request as soon as possible before the flight (no later than 48 hours before departure). The make and model of the harness should be included, along with details of any other particular requirements.
AMSAFE CARES harnesses are permitted for use on board Aer Lingus Regional flights with the following restrictions:
- Child must be seated at a window and not at a restricted row or bulkhead row.
- *Use of the AMSAFE Cares harness is restricted on Aer Lingus Regional flights to children aged 2 years and over.
- The child must be assigned their own seat.
- Children using the AMSAFE Cares harness must not be bigger than 40lbs (18kg) in weight or 40 inches (1.3 meters) in height which equates to an approximate age of 4 years.
Blind or Visually Impaired Passengers:
If you’re blind or visually impaired and require assistance for your journey through the airport, or you’re intending to travel with an assistance dog, we’ll be delighted to help you. It’s important, however, that your special assistance request is made at least 48 hours before you travel.
A member of our staff will be happy to escort you through the terminal and help you to board or disembark your flight (assuming 48-hour notice has been provided). Please feel free to advise our airport staff or cabin crew of your preferred method of being guided.
We’ll happily allow you to pre-board the aircraft; just contact our customer service staff at the boarding gate. Our cabin crew will provide you with an individual safety briefing.
Travelling with Recognised Assistance Dogs:
The Department of Agriculture, Food & the Marine is responsible for administering the “Pet Travel Scheme” in Ireland. The Department defines Recognised Assistance Dogs as guide dogs or other assistance dogs who are specifically trained to assist a wide range of disabled persons with everyday tasks. Guide dogs must be trained by an organisation that is accepted by, and affiliated to, the International Guide Dog Federation (IGDF) and assistance dogs must be trained by an organisation affiliated with Assistance Dogs International (ADI).
In accordance with the requirements of Regulation (EC) 1107/2006, carriage of Recognised Assistance Dogs in the cabin is permitted subject to national regulations. All Recognised Assistance Dogs must have an Assistance Dog Identification Card provided by the qualifying organisation. On flights to/from the United States, assistance dogs are carried in accordance with the requirements of the Air Carrier Access Act and DOT Rules(14CFR Part 382).
Recognised assistance dogs entering Ireland from another EU member state must comply with the EU Pet Travel Scheme rules including having EU Pet Passport or EU certificate showing microchip ID and proof of vaccination. Full details of the Department’s requirements is available on their website https://www.agriculture.gov.ie/pets/.
Due to safety considerations, we cannot accept any of the restricted breeds of dog for carriage in either the cabin or hold as assistance dogs or otherwise.
If you are travelling into or via Ireland from a country outside the EU with a Recognised Assistance Dog, please contact the Animal Health Section of the Department of Agriculture, Food and the Marine (DAFM) by phone at +353-1-6072827 (or by e-mail to pets@agriculture.gov.ie) well in advance of travel. A prior approval permit is required to remove the “manifested freight rule” for the purpose of the Pet Travel Scheme.
Subject to the above, Recognised Assistance Dogs are carried free of charge and may travel in the cabin on all flights with the passenger provided they comply with the Pet Travel Scheme Rules. There is no requirement for a muzzle. The dog must be able to comfortably fit on the floor in the space forward or under your seat and cannot impede on the space beside you or block the aisle. Assistance dogs are not permitted to be located at an emergency exit.
Passengers are requested to send us a special assistance request providing minimum 48 hours notice of their intention to travel.
On flights within Europe, a maximum of four assistance dogs is permitted per aircraft, per flight. On transatlantic flights, a maximum of eight assistance dogs is permitted per aircraft, per flight. All government and quarantine regulations must be complied with.
All other pets travelling under the Pet Travel Scheme must travel as manifested freight and you are required to use IAG Cargo as your agent / broker. Find out more information about the Pet Travel Scheme.
Deaf or Hearing Impaired Passengers:
If you’re deaf or hearing impaired and wish to contact us with any queries, to request booking assistance or to notify us of your requirements, please send us a special assistance request. We ask that you give us a minimum of 48 hours’ notice of your intention to travel. We’re here to help you every step of the way – please advise our airport staff and/or cabin crew of your preferred method of communication.
At the airport, monitors will display the most up-to-date information on your check-in area, boarding gate and boarding time. Please keep an eye on the screens, as last minute changes can happen. Switch your hearing aid to ‘T’ at airports where you see signs that induction loops are in use. This will make airport announcements more audible by reducing the background noise of a busy terminal.
We’ll be happy for you to pre-board the aircraft, just talk to our customer service staff at the boarding gate. Our cabin crew will provide you with an individual safety briefing and you may review our safety information cards for each aircraft type.
When you’re on board, your hearing aid may be used at any time during your flight. For safety reasons however, you won’t be able to sit at emergency exit rows.
Passengers Travelling with Carers:
We take safety very seriously, and in certain instances Aer Lingus may require a passenger to travel with a carer to meet safety requirements.
These are the criteria we use to assess if a carer is required.
Passengers travelling with Aer Lingus:
- Must be able to use the normal aircraft seat, with the seatback in the upright position when required.
- Must be capable of using toilet facilities unaided, or have other arrangements in place, which are acceptable to Aer Lingus.
- Must be capable of feeding unaided or have other arrangements in place, which are acceptable to Aer Lingus.
- Must be capable of administering medicines and medical procedures unaided.
The decision as to whether a passenger must be accompanied by a carer will be made by Aer Lingus when the passenger makes his/her circumstances known to us.
Reasons (written if requested, and provided within five working days) will be supplied to the passenger where a decision is made that he or she must be accompanied by a carer.
For further information, please contact our special assistance department at least 48 hours in advance of your flight. Our staff will be happy to help you.
Passengers with Learning Difficulties:
Aer Lingus may seek a doctor’s advice on clearance of passengers with learning difficulties who are travelling alone.
Such passengers are required to provide us with a minimum of 48 hours’ notice of their intention to travel. Please contact our special assistance department, who’ll be happy to help.
Travelling with children and individuals with autism:
Together with the Kinney Center at Saint Joseph’s University, we have developed a series of visual guides that can be used by families to prepare and familiarise individuals with autism for their upcoming trip. These visual guides follow each stage of a typical guest journey on Aer Lingus with slight variations – for example, in-flight entertainment screens are only available on our long-haul flights.
In addition, we welcome any family or companion travelling with someone on the autism spectrum to send us a special assistance request with the name and booking reference of your upcoming flight on Aer Lingus and we will do our best to make your flight a pleasant one.
U.S. Department of Transportation:
U.S. residents who feel that we have violated any provision of Title 14, Code of Federal Regulations, Part 382 (available on the U.S. Department of Transportation website transportation.gov) may file a formal complaint under the applicable procedures of 14 CFR Part 382.65 via the following channels:
Mail:
U.S. Department of Transportation Aviation
Consumer Protection Division/C-75400
7th Street, SW
Washington, D.C. 20590
1-202-366-2220
Online:
Aviation Consumer Protection Division.
Phone:
U.S. Department of Transportation (DOT) Disability Hotline
If you’ve 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) for assistance. This hotline is available from 7a.m. until 5p.m. EST, Monday through Friday.
