Request assistance

If you require help aboard the aircraft or before boarding, please let us know as soon as possible. Our priority is to ensure your safety and comfort on our flights. In some cases this will mean the involvement of third parties, which may require a little more time.

We therefore recommend that you contact us with your request for assistanceas soon as your needs are known, and no later than 48 hours before departure. You can either contact us directly or apply to your travel agent. Please provide us with all necessary information so that we can provide you with the assistance you need.

To help you, we have prepared a special disabled passenger declaration form. Please complete and sign the form and send it to your travel agent or the address below no later than 48 hours before your planned departure.

Our address

Adria Airways
Zgornji Brnik 130h
4210 Brnik


Definition of disabled person or person with reduced mobility

disabled person or person with reduced mobility (PRM) is any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the service made available to all passengers.

Safety restrictions applying to the carriage of disabled persons or persons with reduced mobility

Due to safety procedures, Adria Airways has introduced restrictions regarding the number of disabled passengers or passengers with reduced mobility who may travel with us. This number depends above all on the type of aircraft and the person accompanying the passenger.

Restrictions due to aircraft type
Aircraft typeMaximum number of passengers who need assistance 
while walking and boarding WCHR, WCHS* (including WCHC, DEAF/BLIND)
Maximum number of passengers who need assistance 
until seated in the passenger cabin WCHC, DEAF/BLIND*
* Codes taken from ECAC Document 30. Check the meanings of the codes in the table below.

If you are a disabled person or person with reduced mobility, we reserve the right to refuse your booking or to refuse boarding if, owing to the size of the aircraft or its doors, boarding or carriage is physically impossible
CRJ 100/200 6 2
CRJ 900 8 2
Airbus A320 12 4

Restrictions due to accompanying person

As a general rule, the number of PRMs may not exceed the number of able-bodied passengers capable of providing assistance in an emergency. This restriction applies to the total number of PRMs.

Blind/visually impaired and deaf/hearing impaired passengers travelling without assistance are not counted as PRMs.

When is an accompanying person necessary?

Never claim to be self-sufficient if you are not, since this could cause you and us serious problems because we will not be able to meet your basic needs. If you would like to travel alone but are unsure whether you count as self-sufficient, please consult the following guidelines:

  • you must not be reliant on supplementary oxygen;
  • you must be capable of feeding yourself;
  • you must be capable of moving from a passenger seat to an on-board wheelchair, if such a wheelchair is available;
  • you must be able to communicate with cabin crew and understand their advice and instructions;
  • you must be capable of using the toilet facilities unaided;
  • you must be capable of administering your own medicinesand medical procedures.

If you do not meet all of the above conditions, you may not travel alone.

What passengers must always travel with an accompanying person?

In order to meet applicable safety requirements, we may require that a PRM is accompanied by another person (accompanying person) capable of providing the assistance required by the PRM in connection with the above conditions.

The following passengers must always travel with an accompanying person:

We will make a decision on whether an accompanying person is necessary for your journey after you have informed us about your disability by completing the Declaration form. If it is decided that you must travel with an accompanying person, we will inform you of the decision in writing (on request and within five working days).

What passengers may travel without an accompanying person?

The following passengers may travel without an accompanying person (provided they meet the conditions for self-sufficient travel):

  • MAAS;
  • BLIND or visually impaired. These passengers may travel with an assistance dog in the passenger cabin;
  • DEAF or hearing impaired. These passengers may travel with an assistance dog in the passenger cabin.

Any assistance dog for blind/visually impaired and deaf/hearing impaired passengers must be fully trained for this purpose and must wear a muzzle. A medical certificate must evidence the passenger's dependence on an assistance dog. Assistance dogs are carried free of charge, in the passenger cabin or in the cargo hold.

Safety regulations applying to the carriage of disabled persons or persons with reduced mobility

What is the role of an accompanying person?

  • An accompanying person must be an able-bodied person at least 16 years old.
  • Where possible, the accompanying person will be seated next to the PRM and will assist him/her in all circumstances.
  • The accompanying person can sometimes play an essential role in assisting the crew in the event of an emergency evacuation of the passenger cabin. For this reason the cabin crew will give the accompanying person special instructions with regard to security procedures.

Where can PRMs sit?

  • PRMs will not be seated in rows with emergency exits.
  • They should be seated close to emergency exits in a manner that does not impede crew members in their duties or obstruct access to emergency exits or emergency equipment.
  • Only one PRM may be seated in each row.

How are blind/visually impaired passengers briefed about procedures?

Blind and visually impaired passengers and their accompanying persons are given a special briefing by cabin crew before take-off for the purposes of orientation and in order to inform them about procedures in an emergency situation.

Group travel by disabled passengers and PRMs

We will do our best to provide carriage for groups of PRMs. Depending on the type of disability, the permitted group size and conditions of carriage may vary. We shall determine the number of accompanying persons necessary for each group separately, according to circumstances.

Rules for the transport of wheelchairs

  • As a general rule, a battery-powered wheelchair will not be accepted for carriage if its dimensions and/or weight do not permit it to be loaded in an upright position into the hold of the aircraft, using a conveyor belt or forklift.
  • You will be asked about the weight and dimensions of your wheelchair when making your booking.
  • Wheelchairs powered by wet cell (spillable) batteries are not accepted for carriage on Adria Airways flights.
  • Wheelchairs powered by dry cell batteries will be accepted for carriage provided:
    • the battery is disconnected;
    • the terminals of the battery are insulated;
    • the battery is securely attached to the wheelchair.
  • Manual wheelchairs will be accepted for carriage.
  • On-board wheelchairs are not provided on our aircraft.

The final decision rests with the captain.

The final decision regarding all aspects of the safety of carriage and of other passengers rests with the captain commanding the aircraft.

Where can I make a complaint?

If in spite of all our efforts you believe that we have not done enough to ensure you a safe and comfortable flight, and that your rights under Regulation (EC) No 1107/2006 have been infringed, you may send a complaint to our address.

Relevant legislation

Our address

Adria Airways
Zgornji Brnik 130h
4210 Brnik

Codes for passengers who need special assistance

Source: ECAC Policy Statement in the Field of Civil Aviation Facilitation (ECAC.CEAC DOC No 30, 11th Edition/December 2009)
MEDA Passenger whose mobility is impaired due to clinical cases with medical pathology in progress, being authorised to travel by medical authorities. Such a passenger usually has social coverage in relation to the illness or accident in question.
STCR Passenger who can only be transported on a stretcher. Such a passenger may or may not have social protection or specific insurance
WCHR Passenger who can walk up and down stairs and move about in an aircraft cabin, but who requires a wheelchair or other means for movements between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal.
WCHS Passenger who cannot walk up or down stairs, but who can move about in an aircraft cabin and requires a wheelchair to move between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal.
WCHC Passenger who is completely immobile, who can move about only with the help of a wheelchair or any other means and who requires assistance at all times from arrival at the airport to seating in the aircraft or, if necessary, in a special seat fitted to his/her specific needs, the process being inverted at arrival.
BLIND Blind passenger.
DEAF Passenger who is deaf or passenger who is deaf without speech.
DEAF/BLIND Passenger who is both deaf and blind, who can only move around with the help of an accompanying person.
MAAS (meet and assist) All other passengers in need of special help.
DPNA Disabled passenger with intellectual or developmental disability needing assistance