Special Assistance

• If you require special assistance on your trip, please provide the airline you are flying with (Aer Lingus or British Airways) with information below at least 48 hours in advance of your scheduled departure.

• A Booking Reference is a 6-character alphanumeric beginning with the number 2.

• For multiple passenger requests: Due to the variation in individual needs, we ask that you submit individual requests for each passenger.

• For Aer Lingus Regional flights operated by Emerald Airlines please use the following link.

• For British Airways flights operated by Emerald Airlines please us the following link.

There are several different types of airport special assistance available which can be booked in advance online or by contacting our Special Assistance Team. Please see a summary below which should assist you in choosing the correct level of assistance:

• Passenger requires assistance through the airport (departure & arrival) to the boarding gate.

• Passenger requires assistance through the airport and lift on/off the aircraft seat.

• Passenger requires assistance through the airport and up/down the aircraft steps.

• Blind or vision-impaired passenger requires a walker (departure & arrival) through the airport to the aircraft seat and a separate safety briefing from the cabin crew.

• Passenger travelling with a guide or assistance dog who requires a walker (departure & arrival) through the airport to the aircraft seat, and a separate safety briefing from the cabin crew.

• Passenger is blind or vision impaired but does not require assistance (travelling alone or accompanied).

• Passenger with a cognitive or non-visible disability requiring assistance.

  • Note: Please contact our Special Assistance team to provide details on the type and level of assistance required.

• Passenger is profoundly deaf.

• Passenger travelling with a guide or assistance dog, but no special assistance services are required.

• Passenger requiring in-flight therapeutic oxygen must pre-book and pay for the service at least 7 days prior to travel by contacting our Special Assistance Line.

• Fixed armrests in front row seats only (aisle & window).  All seats other than row one have moveable armrests. All passengers travelling with Emerald Airlines must be able to use the normal aircraft seat, with the seat back in the upright position when required. If you need to use postural support, please see the information on approved harnesses.

• If you need to use a seat support or harness, you will be seated in the last row of the aircraft, as the seat behind becomes unusable.

• We understand that having a hidden disability can often make travelling a more daunting and challenging experience. As an airline we are committed to making your journey as accessible and smooth as possible.

• The sunflower lanyard is designed as a subtle way of indicating someone has a hidden disability and may require some extra assistance. We are proud to say that Emerald Airlines officially recognises the sunflower symbol and the benefits it brings to our customers.

• Lanyards are available at all participating airports on our network and can be collected from ‘special assistance’ and reception areas.

• If you are in any doubt about your fitness to fly we recommend that you contact your doctor.

• Emerald Airlines only requests medical clearance in certain circumstances.

• Examples include recent illness, hospitalisation, injury, surgery or a long-standing condition when special services may be required, e.g. therapeutic oxygen.

• Customers with medical conditions such as heart disease or breathing difficulties are recommended to discuss their trip with their doctor prior to making a reservation.

• If you have a broken limb in a cast, you should advise the airline you are flying with (Aer Lingus or British Airways) of both your condition and assistance requirements (if applicable). If you are traveling with upper limbs in cast, waist and above, you will only require one seat.

• If you are travelling with a leg in cast or a fused knee, at our discretion we may require Medical Clearance.

• Passengers with insulin-dependent diabetes are welcome to fly with Emerald Airlines. There is no medical restriction preventing travel, provided the condition is stable and the passenger can manage their own treatment.

• Before flying, it is recommended that you consult your doctor to ensure your insulin needs can be appropriately managed during your journey.

• If you are unable to administer your own treatment, you must travel with a companion who can assist you.

• To carry syringes, needles, or insulin in your hand luggage, you must have a doctor’s letter confirming the medical necessity of these items. While Emerald Airlines does not oversee airport security, a valid doctor’s note is essential for passing security checks with "sharp" medical objects.

• Please retain all syringes, needles, and medications during the flight and dispose of them responsibly after you disembark. These items must not be discarded onboard the aircraft.

• Customers with nut allergies are kindly asked to inform a member of the cabin crew upon boarding. Once notified, the crew will make a public announcement to advise all passengers of the allergy and to inform them that no nut-containing products will be sold during the flight.

• While we request that passengers refrain from opening or consuming any peanut products onboard, please be aware that we cannot guarantee a completely nut-free environment.

• For safety reasons on Emerald Airlines flights, we require a non-disabled person aged 18 and over to accompany a reduced mobility passenger who is not self-reliant.

• Each non-disabled accompanying adult may assist only one reduced mobility passenger and must purchase a standard adult fare. When a reduced mobility passenger is traveling with an accompanying adult, we will make every effort to seat the accompanying adult next to them.

Each passenger must be self-reliant in the following areas. If unable to meet these requirements, the passenger must travel with a non-disabled accompanying adult aged 18 or older who can provide the necessary assistance. If this is not the case, boarding will be denied.

• Passengers must be able to fasten and unfasten their seatbelt when instructed by the crew.

• Passengers must be able to retrieve and fit a lifejacket unaided when instructed by the crew.

• Passengers must be able to understand and respond to the safety briefing and any emergency instructions given by the crew.

Air carriers reserve the right to refuse travel to passengers whose medical conditions may deteriorate during the flight or pose a risk to themselves or others.

Certain medical conditions may require clearance from a doctor before you are permitted to fly. If you have recently undergone surgery or have a medical condition that could be affected by air travel, we strongly recommend consulting your doctor well in advance of your trip.

Please note that any medical guidance provided by the airline is for general information only. For personal advice regarding your fitness to fly, always speak directly with your healthcare provider.

We also require passengers who need assistance in any of the following areas to travel with a personal assistant. Failure to do so will lead to denial of boarding if we reasonably believe that the passengers’ carriage may pose a risk to safety.

• Feeding (passengers must be able to feed themselves unaided);

• Toileting (passengers must be able to use to the toilet facilities unaided);

• Medicating (passengers must be capable of administering their own medicines and medical procedures).