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Assisted Travel - General information

Your questions answered.

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Am I fit to fly?

Not sure whether you're fit to fly? You'll need to contact your doctor before you book. Flying can cause problems like Deep Vein Thrombosis for people with bronchial or circulatory problems - so it's best to double-check.

Broken bones
If you've broken your arm or leg, you can still travel with TUI as long as your plaster cast hasn't been fitted or changed less than 48 hours before your flight. If it has been fitted or changed during the 48 hours before, you'll need a fitness to fly letter from your doctor.

If you have full leg plaster, a fused knee or you can't bend your leg, you'll need to book 2 extra seats so you can sit sideways during the flight. Please give us a call to arrange this. You'll need a fitness to fly letter, too.

Infectious diseases
If you've been suffering from an infectious disease like chickenpox, you'll need to wait a certain period of time after you've recovered before you can travel. Speak to your doctor and to the airline to check how long this is. You'll also need a fitness to fly letter from your doctor.

Can I take an assistance dog?

You are welcome to travel with your assistance dog free of charge on board TUI flights.

Recognised assistance dogs are those which are highly trained to assist a disabled person. For example a guide dog for a blind or visually impaired person, a hearing dog for a deaf or a hard of hearing person, or a service dog for a physically impaired person. Their training must have been undertaken by an organisation that is approved by the state secretary, or approved or affiliated to one of the following:
•  Assistance Dogs International (ADI)
•  International Guide Dog Federation (IGDF)

You’ll also need to provide official documentation which confirms that your assistance dog meets the requirements of the Pet Travel Scheme Regulation.

In addition, you’ll also need to provide a certificate which confirms that the assistance dog is fully trained or is in training and under the control of the trainer. This documentation must be from an organisation which is affiliated to either the ADI or IGDF.

Here’s a few general guidelines to consider if you’re planning on bringing an assistance dog on board:
•  We will not accept any recognised assistance dogs which are not correctly documented.
•​​​​​​​  We recommend that you contact the airport’s animal reception centre before you travel. They’ll usually meet you on arrival and clear your recognised assistance dog through customs. Head to your airport’s website for more details, or check out Guide Dogs UK or the Pet Travel Scheme helpline.
•​​​​​​​  Your dog and their required amount of food will be carried free of charge.
•​​​​​​​  Let us know if you’re bringing a recognised assistance dog no later than 48 hours before your flight.
•​​​​​​​  You should arrive at the airport at least two hours before your flight is due to leave so there’s enough time to complete any documentation.

Can I take my wheelchair?

You can take your wheelchair and one other mobility item free of charge on TUI flights, alongside your normal baggage allowance. However, you'll need to let us know at least 48 hours before you travel. You should make sure you've got insurance to cover its full value. We'll carry up to 2 pieces of mobility equipment needed for the journey, per person. You'll need to contact our Assisted Travel Team so we can arrange for it to be carried.
If you're flying with another airline, give our Assisted Travel Team and we'll contact them to see if your wheelchair will fit onboard. If you're not sure who you're flying with, take a look at "Which airline am I flying with?"

Electric wheelchairs:
If you've got an electric wheelchair, you'll need to let our Assisted Travel Team know so we can make the necessary arrangements. Please let us know the make and model of your wheelchair when you call, as well as it's dimensions, weight and battery type. Please also check your wheelchair will fit into the aircraft hold - you'll find the door measurements on our Assisted Travel page.
It's essential that you call the Assisted Travel Team before you book to make sure we can carry your wheelchair - there's a limit on how many electric mobility aids we can take on each flight. If you've already booked your holiday and need to take a wheelchair, please call our Assisted Travel Team . If you don't let us know before you book and we can't carry your wheelchair, you might need to pay extra to change your booking.

Can I travel if I'm suffering from an infectious disease, like chickenpox?

You will not be able to fly with TUI Airways if you have any severe diseases such as tuberculosis. If you’ve recently recovered you’ll need to bring a fitness to fly certificate. If you’ve recently had chickenpox, measles, mumps, rubella, or meningitis, there will be a recovery period before you’ll be able to travel with us. Here’s when you’ll be able to travel:

  • ​Chickenpox – 7 days after the last new spot appears.

  • Rubella – 4 days after the rash appears.

  • Measles – 7 days after a rash appears.

  • Mumps – once the swelling has subsided, this is usually 7 days but can take up to 14 days. You’ll need to contact your doctor who will let you know if you can travel. - Meningitis – once you’re completely recovered.

Please see our Assisted Travel page for more information on infectious diseases.

Can I travel with a broken arm or leg?

If you've had a plaster cast fitted less than 48 hours before you're due to fly, your doctor will need to split the cast. It'll usually be split in two and supported with more bandages. This is to allow for any more swelling. You'll also need to bring a fitness to fly letter.

If your plaster cast was fitted outside of 48 hours, you won't need a fitness to fly letter. That said, we'd recommend you speak to your doctor about any extra precautions you need to take whilst you're away.

If you're unable to bend your leg:
If you have full leg plaster, a fused knee or you can't bend your leg, you'll need to book 2 extra seats so you can sit sideways during the flight. Please call our Assisted Travel Team and we'll arrange it for you. You'll need a fitness to fly letter too.

Do I have to do anything to prepare my Electric Mobility Aid for air travel?

To make your journey as smooth as possible please read the following information.

The information you declare when pre-booking your Electric mobility aid will be checked at the airport and acceptance will only take place once this has been verified. If any information provided is inaccurate this could lead to the item being refused on safety grounds.

If your Electric Mobility Aid requires any supplementary equipment to inhibit the battery or make it safe for carriage then you must provide this. This includes any battery pouches for storage or electrical tape to insulate the battery terminals.

You must report to the check-in desk and declare your Electric Mobility Aid to the check-in agent prior to proceeding through security. If your Electric Mobility Aid is packed in a case or a bag which makes it difficult to identify it MUST be declared at the check-in desk.

If you have been advised that your Electric Mobility Aid is too high to be hold loaded in the upright position, please ensure it is collapsed before loading.

If you are using your Electric Mobility Aid to the boarding gate, then please ensure that you arrive at the gate as soon as it opens. This allows us to carry out the safety checks in good time. Late arrival of the Electric Mobility Aid could cause a flight delay.

Please carry your manufacturer's user guide to assist you and airport staff to inhibit the electrical circuits of the vehicle and remove the battery if required.

If the declared Electric Mobility Aid or your flight plans change please contact us immediately.

How can I contact you if I am British Sign Language User?

British Sign Language (BSL) users can contact one of our Assisted Travel Team agents using SignLive. 

We want to make travelling with us as easy as possible, which is why we’ve got a friendly and knowledgeable team dedicated to finding the holiday or flights to match your needs.

They’re capable of answering any queries relating to accessibility: Everything from navigating the airport, finding the right hotel, or booking an accessible transfer.  

SignLive is a free service that will connect you to a qualified online BSL interpreter. The interpreter will relay the conversation between you and a TUI agent. 
 
You can download the SignLive app on your mobile phone or tablet. Alternatively, you can use a web browser by visiting www.signlive.co.uk/login 
 
If this is your first time using the service, you’ll need to complete a one-time registration. Once logged in, you can contact TUI’s Assisted Travel Team, for free, through the Community Directory by tapping on TUI and then ‘Call’. 

How can I get information in an accessible format?

If you need information in a different format, for example large print or braille, please contact our Assisted Travel Team on 0800 145 6920

How can I lessen the risk of Deep Vein Thrombosis?

Deep vein thrombosis (DVT) is when muscles are constricted and the return of blood from the legs to the heart is inhibited. This can lead to fluid collecting in the feet and to subsequent muscular aches and pains, a feeling of excess fatigue or very rarely, more serious complications even after your flight has ended.

What is my risk?

Some people are more likely to develope DVT than others. Here are some examples from current medical knowledge:

Those at minor risk:        

- Aged over 40
- Very tall, very short or obese
- Previous or current leg swelling from any cause
- Recent minor leg injury or minor body surgery
- Extensive vericose veins


Those at moderate risk:

- Recent heart disease
- Pregnant or on any hormone medication, particularly the contraceptive pill and HRT
- Recent major leg injury or leg surgery
- Family history of DVT


Those at substantial risk:

- Previous or current DVT
- Known clotting tendency
- Recent major surgery or stroke
- Current malignant disease or chemotherapy paralysed lower limb(s)

If you're concerned about your risk of suffering from DVT we strongly recommend you seek medical advice before booking.

These steps below may help to reduce your risk:

- Drink plenty of water during the flight and avoid alcohol and caffeine during the flight (and before)
- Take only short periods of sleep
- Do not take sleeping pills
- Avoid leg discomfort when seated by not crossing your legs
- Walk around the cabin whenever you can
- Carry out the simple in-flight exercises shown below and in our in-flight information
- Wear loose fitting comfortable clothes and shoes when travelling
- Our main advice is to avoid being totally static throughout your flight this includes night flights.

How do I book assistance at the airport?

Here at TUI, we use an internationally recognised coding system to identify the level of assistance a customer with a disability may need. Here are some examples of the types of questions you may be asked while we’re getting a picture of your requirements:

•  What are your needs?
•  Are you able to walk through the airport terminal to the aircraft, or will you require a wheelchair or buggy?
•  If you do require a wheelchair, will you be using your own chair?
•  If so, we’ll need to find out more about your wheelchair including whether it’s power operated and what type of battery it uses. We’ll also need to note down a few details on its weight and size.
•  Are you able to walk up and down aircraft steps, or will you require assistance boarding and disembarking?
•  Can you transfer from a wheelchair to your seat unaided?
•  What type of aircraft seat suits you best?
• Will you be taking any medical equipment with you?

We ask that you make us aware of your requirements at least 48 hours before your due to travel.

You can give our Assisted Travel team a call on 0800 145 6920 if you’d like any more information


 
 

I'm neurodiverse, what help can you arrange for me?

Whether you’re still in the planning stages or you’ve already booked your holiday, you can pop into your local TUI Store or give us a call if you have any questions or queries. Our friendly and knowledgeable Assisted Travel team are on hand to help you with anything we can do to make your journey – and holiday – as stress-free as possible. You can call the team for free on 0800 145 6920.

Some ways they can help include:
• Amending your baggage allowance if you’ve got specific requirements
• Arranging airport assistance for you in advance. We recommend doing it at the time of booking – but don’t worry if you haven’t, we can arrange assistance up to 48 hours before your departure
• Providing you with a Sunflower Lanyard, so airport staff and TUI staff will be aware that you might need an extra helping hand when you travel

I am travelling alone, do I need a personal assistant?

You'll need a personal assistant to travel with you if you don't meet the UK Civil Aviation Authority's definition of being self-reliant. This means you need to be able to:

- Open your seat belt
- Leave your seat and reach an emergency exit without help
- Collect and fit a lifejacket
- Put on an oxygen mask without help
- Understand the safety briefing and instructions given by the crew in an emergency - including information provided in accessible formats

What's more you may want to think about travelling with a personal assistant if you need help with any of the following:

- Breathing - for example if you rely on supplementary oxygen
- Eating - although cabin crew can help you open containers
- Going to the toilet - cabin crew can help you move through the cabin in a wheelchair to reach the toilet, but you need to be able to use the facilities by yourself
- Taking medication - you'll need to be able to administer your own medication during the flight

Personal assistants:
If you need to travel with a personal assistant, you'll be sat in the seat next to them, as long as you have notified us in advance. Seats together in premium are more limited; please contact our
Assisted Travel team on 0800 145 6920 to check availability before you book. That said, we can't guarantee that you'll be sat together with any other passengers you're travelling with. Personal assistants need to have their own ticket to travel, and unfortunately we can't offer discounted fares to them.

I have a severe nut allergy, how do I inform the airline?

We cannot guarantee an allergen free environment while travelling with us. Our in-flight meals and products do not contain peanuts or peanut products, however they might be produced at a facility that handles peanuts. Products containing tree nuts or sesame may be served throughout the aircraft.

Please call our Assisted Travel Team for further assistance. They'll also ask cabin crew to make an announcement to all passengers, asking them not to eat nut products onboard, however we cannot guarantee an environment completely free from allergens.
 
We also recommend you speak to the cabin crew when you board and inform them of your allergy before your flight. Upon request during your flight, cabin crew can also provide allergen information contained within the products served during your flight.  

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