Assisted travel

Your questions answered.

More questions answered

Can I carry my medication or medical equipment on the flight?

If you’ll be carrying medication or medical equipment with you in the aircraft cabin, you’ll need to bring a doctor’s letter or a prescription with you. This will need to confirm that the medication is yours, and the equipment is needed during the flight – having this will mean you can pass through check-in and security easily. You can also bring liquid medication larger than 100ml through security if you have a doctor’s letter. If you’re travelling with TUI Airways you can take medication and medical equipment with you at no extra cost – give the Assisted Travel team a call on 0800 145 6920 with the details and they’ll be able to confirm this for you. If you’re travelling with one of our partner airlines, you’ll need to give the Third Party Flying team a call on 0800 105 1734, as other airlines may have different policies.

If you’re putting medicines in your hold luggage, pack them in a separate bag – it will not be counted within your standard cabin baggage allowance. The bag may not exceed the maximum measures of allowed cabin baggage. If it is bigger than that you’ll need to contact our Assisted Travel team to pre-book your medical luggage allowance. Please be mindful about flight disruptions and delays when packing medication or medical equipment you may require during the flight.

We don’t specify a maximum number of medical items that may be carried during a flight. Let us know about your medical requirements – we’ll be able to check if the device is safe and permit it for travel on board. In order to check this, the team will need to make a note of the following:
• Equipment name
• Manufacturer
• Make and model
• Size
• Whether it is battery operated
• Type and wattage of battery
• Weight

We’ll also need to know whether you’ll need to use the equipment during take-off or landing, regularly, or occasionally while you’re flying.

You can carry insulin, or a pen injection device in your hand baggage during your flight without a medical certificate. Please let us know about it when you check in and ensure there are sufficient supplies of insulin in your cabin baggage rather than your hold luggage. Insulin may be inactivated if carried in the hold due to low temperatures.

If you need to receive medical treatment or use a medical device during your journey, our airport colleagues or crew won’t be able to assist you. This includes injections and any medication, which much be self-administered. If you believe you may need to use a medical device during your journey, and you are not able to perform this yourself, then somebody capable of helping should accompany you

Can I keep my wheelchair with me at the airport?

Most of the time you'll be able to keep your own wheelchair until boarding. However, this can depend on the airport and the wheelchair you're taking. If you need to check in your wheelchair, the airport will give you one to use at the airport. 

They'll also arrange for you to have assistance from check-in to the plane and, once you've landed, from the plane to the baggage hall to collect your wheelchair. Airport assistance must be pre-booked at least 48 hrs before your flight. You can do so by contacting the Assisted Travel team on 0800 145 6920.

Can I take Ashes on the flight?

You're welcome to bring ashes onboard a TUI flight. You'll need to carry them throughout the duration of the flight on your lap, and you'll need to show the death certificate at check-in and customs. 

Just to make you aware - Customs may also want to inspect the ashes, so please be prepared for this. If you wish to carry ashes, we'll need to add a note to your booking to make check-in staff aware, so please let us know before you travel by calling 0203 451 2688. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

Can I take a CPAP machine on my flight?

You can take a CPAP machine if you're travelling with TUI. We'll carry it free of charge, but we recommend you take a doctor's letter with you when you travel.  There are a few restrictions on things like battery size, and we can't carry every type of device. Contact our Assisted Travel team on 0800 145 6920 and we'll give you all the details when you call.

Other airlines
If you're travelling with another airline, their policy may be different. Contact us before you book so we can check for you. If you're not sure who you're flying with, take a look at "Which airline am I flying with?"

If you've already booked your holiday, you'll still need to call us so we can check if this can be added to your booking.

Can I take oxygen on my flight?

Liquid oxygen systems and full air cylinders are forbidden for carriage on TUI Airways flights. Air cylinders may be carried if completely empty. It’s your responsibility to ensure air cylinders
are empty before travel. Portable oxygen concentrators (POCs) are electronic devices used to provide oxygen at a higher concentration than that of ambient air and is an alternative to using oxygen cylinders. POCs can be used throughout the whole flight, including take-off and landing. You can bring your own POC if they are on the approved list, which the Assisted Travel Team have.
You must check with the team before departure. A letter signed by a GP or consultant will be required when travelling with a POC. You can take a non-approved POC as long as:
• It’s not used at any stage during the flight
• It’s empty and free of pressure
• The battery should be removed and packaged separately, or it should have a recessed battery terminal and the packaged battery terminals should not contact any metal objects

I am neurodiverse and/or have a non-visible disability, can I get assistance at the airport?

We know that getting to and navigating your way through the airport can be stressful.

We can arrange assistance to escort you through the airport, get you onboard first and show you around the cabin, so that you can have some extra time to get comfortable. Airport assistance is available to you at any of our 21 UK airports, you’ll just need to arrange this in advance. And, when you arrange this, you’ll receive the same level of assistance at your arrival airport as well, so we’re with you every step of the way.

You can either pop into your local TUI Store or give our friendly and helpful Assisted Travel team a call to arrange it for you. You’ll need to do this at least 48 hours before your departure.

I have a non-visible disability, how do I make myself known to TUI staff?

As an inclusive company, we go above and beyond to make travelling with non-visible disabilities as easy as possible. That's why we've teamed up with the Hidden Disabilities Sunflower Lanyard Scheme®. When you wear one of these lanyards, our team will be able to recognise that you have a non-visible disability and will - discreetly - provide special help at every stage of your journey*. To get one, pop in to your nearest TUI Store or contact our Assisted Travel team, they can post one out to you for free. 

*Please note that the Sunflower Lanyard is not recognised overseas as this is a UK initiative. 

I need a specific seat on the flight due to a medical condition, how do I book a seat on my flight?

If you need a particular seat because of your medical condition, call our Assisted Travel Team so we can check what seats are available. We will allocate your seats for free, so there is no need to purchase a seating product. Your travelling companion will be also allocated a seat next to you. 
Just so you know, on some flights, seats are only available on a request basis, and not all of these specific seats offer extra leg room. The minimum seat pitch on a TUI Airways aircraft is 29 inches and the minimum seat width is 16 inches. If you think you’ll have difficulty fitting into this seat size, please give us a call before you book.

Just so you know, seats 1A, 1B, 1C, and 2D, 2E and 2F on our 737 aircraft fleet are narrower than other rows, the armrest is fixed and the tray table stows inside it. These seats may not be suitable if you're using an extension seatbelt. We try our best to meet your needs when allocating seats, however the allocation of seats for all passengers is subject to appropriate safety requirements.

People with disabilities, or reduced mobility, are not allowed to occupy seats where their presence could impede the crew in their duties, obstruct emergency equipment, or hinder the emergency evacuation of the aircraft. For this reason, people with reduced mobility are unable to sit in emergency exit rows.
Other airlines

If you're travelling with an airline other than TUI, you may not be able to book specific seats. However, let us know what seats you need and we'll do our best to arrange this for you. If you're not sure who you're flying with, take a look at "Which airline am I flying with?"

What assistance can cabin crew offer onboard?

If you’re blind or deaf, or have another sensory impairment, our staff will make themselves known to you and will offer the appropriate level of assistance during the flight. They’ll also make sure the emergency procedures are explained to you.

Our cabin crew will support and help you on board your flight, however they will not be able to assist you with eating, drinking, taking medication, or visiting the toilet. If you need help getting to the toilet they’ll be able to assist you with this.

Please let us know if you require the use of an on board wheelchair when confirming your booking. Every TUI Airways aircraft carries wheelchairs on board to help you move between your seat and the toilets. Please note, you must be able to either move yourself, or have a personal assistant to help you between your seat and the onboard wheelchair. Our cabin crew cannot help you transfer into a wheelchair and will not compromise the performance or the health and safety requirements in undertaking their duties.

All TUI Airways aircraft have toilets that are accessible by using the onboard wheelchair. Our 787 Dreamliners have toilets with more space and grab handles.

Specialised harnesses are available for adults, with one available on each flight. These must be pre-booked at least 7 days before you’re due to go.


Where does the assistance start from at the airport?

You can get airport assistance from various points within the airport. You'll need to look out for assistance points, which are usually at the main entrances and in the car parks and connecting transport areas. Each airport will also have an assistance desk.

Alternatively, you can just make yourself known to the check-in staff and they'll arrange assistance for you from there.

You might find it useful to look on the airport website before you travel to see the layout of the airport and how far it is between certain areas - this will help you decide on the amount of help you'll need.  We recommend you arrive at the airport at least two hours before your departure time. If you’re travelling from any UK or European airport, and would like assistance from a car park, a taxi rank, or a bus stop within the airport’s boundaries, we recommend arriving at least three hours before departure.

Once you’ve reached the information centre or assisted travel meeting point, the airport assistance team at your designated airport will be informed and will come to meet you.

Who will help me at the airport?

Airport operators within the EU are responsible for helping anyone with a disability or mobility difficulty, and that includes non-visible disabilities. As the tour operator, we're responsible for passing your requirements on to the airports before you travel so the necessary arrangements can be made. Each airport will have a team of people dedicated to providing assistance.

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