Accessible travel
Support with your travel planning
If you need assistance when travelling, we will ensure that you arrive at your destination safely and reliably. Book your flight as early as possible on flyedelweiss.com and then let us know your requirements at least 48 hours before departure by telephone on +41 848 333 593 (available 24 hours a day), using the contact form or by email.
Our dedicated Service Center team is at your disposal for all requests and will be happy to help you organise your trip with Edelweiss. If you have not booked via flyedelweiss.com, please contact your booking centre directly to make all the necessary arrangements.
Below you will find the most important information about barrier-free travelling with Edelweiss:
Assistance with your travel planning
It is important to us that you arrive safely at your destination, which is why we want to support you as much as possible with accessible travel.
If you require assistance on your journey, the first thing to do is to book your flight as early as possible on our website flyedelweiss.com. Then get in touch with us no later than 48 hours before departure. You can contact us in one of the following ways:
By phone on +41 848 333 593 (24 hours a day)
Using the contact form on the website
By email to medicalservices@flyedelweiss.com
Our customer service team will be happy to help you organise your trip.
If you didn’t book your flight via our website flyedelweiss.com, please contact the place where you booked your flight directly for all travel preparations.
Below you will find the most important information about accessible travel with Edelweiss:
Yes, you can reserve a seat free of charge if you have one or more of the following disabilities:
Limited mobility: you are unable to move unaided, or have difficulty doing so
Impaired hearing: you cannot hear, or cannot hear very well
Impaired vision: you cannot see, or cannot see very well
Cognitive impairment: you have difficulty reading, writing or understanding information
If you booked your flight via our website flyedelweiss.com, please contact us for your seat reservation no later than 48 hours before departure. You can contact us in one of the following ways:
By phone on +41 848 333 593 (24 hours a day)
Using the contact form on the website
By email to medicalservices@flyedelweiss.com
Our team will reserve a seat for you that is tailored to your needs. Unfortunately, for reasons of safety, we are unable to offer you any of the seats by the emergency exit.
If you didn’t book your flight via our website flyedelweiss.com, please contact the place where you booked your flight directly for all travel preparations.
Can my companion also reserve a seat free of charge?
Yes, your companion can also reserve a seat free of charge. Please note that the reservation is free of charge for only one companion. Additional companions must pay for their seat reservations.
Almost all of the seats on board have movable armrests. This makes it easier for you to get into your seat. If you want to attach your own restraint system, but it is not approved for aircraft, we must check it beforehand for safety reasons. To have it checked, please contact our Service Centre using the contact form.
This will depend on your needs and impairment. You may travel without a companion in the following cases:
If you are able to look after yourself during an evacuation. Evacuation means that all passengers must leave the aircraft as quickly as possible because it is no longer safe.
If you can communicate with the cabin crew.
If you can understand and follow safety instructions.
| Situation | Companion required |
|---|---|
You can walk only short distances and climb only a few stairs. For longer distances, you need a wheelchair and the appropriate assistance. | No |
You can walk short distances on foot, but you can’t climb stairs. For longer distances, you need a wheelchair and the appropriate assistance. | No |
You always need a wheelchair. You also need help in the cabin. In the event of an evacuation, you cannot get to the exit by yourself. | Yes |
You cannot hear or have difficulty hearing and need assistance. | Yes |
You need oxygen on board the aircraft. | No |
You have difficulty reading, writing or understanding information, but you can take care of your personal needs yourself. For example, you can eat or go to the toilet without assistance. | No |
You have limited mobility or have difficulty reading, writing or understanding information. For these reasons you need assistance. | Yes |
|
Do you need your service dog on board with you? The transport of designated service dogs in the cabin is permitted and free of charge. You can find more information about travelling with your service dog under the following link.
You can take your assistance dog on board the aircraft without any problem. The transport of trained assistance dogs in the cabin is permitted and free of charge. You can find more information about this at the following two links.
On request, you can use the special assistance service at the airport. The staff accompanying you will ensure that everything runs smoothly, both on departure and on arrival. You will receive additional assistance at the airport in the following cases:
If you are unable to move around unaided, or have difficulty doing so
If you cannot see or cannot see very well
If you cannot hear or have difficulty hearing
If you have difficulty reading, writing or understanding information
To register for assistance at the airport, you must first book your flight as early as possible on our website flyedelweiss.com. Then get in touch with us no later than 48 hours before departure. You can contact us in one of the following ways:
By phone on +41 848 333 593 (24 hours a day)
Using the contact form on the website
By email to medicalservices@flyedelweiss.com
All airports have free wheelchairs and transport vehicles available for people who are unable to move around unaided or have difficulty doing so.
Where and when should I go to the Check-in counters?
We recommend arriving at the Check-in counters no later than 2 hours before departure. At Zurich Airport, you can check in at Check-in 1 or 3. At our other departure airports, the Check-in counters for Edelweiss are clearly marked.
Check-in and baggage drop-off at the airport:
At Check-in, you will also find the pick-up points for the special assistance service (see next question). After greeting you, the staff will accompany you to the Check-in counters.
Where do I need to go at the airport to meet the special assistance service?
If you have registered for the special assistance service, please report to the pick-up point in the Check-in terminal, The staff will pick you up there and accompany you to your seat on the aircraft comfortably and on time. At your destination, you will also be accompanied from the aircraft to the drop-off point in the arrivals hall.
At Zurich Airport, you will find a designated PRM pick-up point (PRM = Person with Reduced Mobility) in all Check-in areas (1, 2 and 3). In other countries, please go to the normal Check-in counters.
PRM pick-up points at Zurich Airport
Where is the PRM Lounge located at Zurich Airport?
The PRM Lounge is located in the passenger area in Terminal A.
Do I have to queue for boarding?
No. To make it easier for you to reach your seat, you may board the aircraft before the other passengers. To do so, simply speak to the staff at the gate.
Please let us know what kind of disability you have, so we can ensure everything is well prepared for you. Please use the assistance categories from the table below:
WCHR (Wheel Chair Ramp)
| You can walk only short distances and climb only a few stairs. For longer distances, you need a wheelchair and the appropriate assistance. |
|---|---|
WCHS (Wheel Chair Steps) | You can walk short distances on foot, but you can’t climb stairs. For longer distances, you need a wheelchair and the appropriate assistance. |
WCHC (Wheel Chair Carry)
| You always need a wheelchair. You also need help in the cabin. |
BLND (Blind)
| You cannot see or cannot see well and need assistance. |
DEAF (Deaf)
| You cannot hear or have difficulty hearing and need assistance. |
DPNA (Disabled Passenger Needs Assistance)
| Disabled Passenger with Intellectual or Developmental Disability Needing Assistance Passengers with developmental and/or intellectual disabilities who require assistance. |
In certain cases, you will need to complete the so-called SAF/MEDIF form to be able to fly. You can find the link to this form here:
You and your doctor must complete this form. The form is then considered a medical certificate and confirmation of fitness to fly.
Why does Edelweiss need the SAF/MEDIF form?
We want to ensure the safety and comfort of passengers with special needs.
The SWISS Medical Services team can use the form to check whether, for medical reasons, it is safe for you to take the flight.
All parties involved in the travel arrangements can make the necessary preparations.
Where do I need to submit the SAF/MEDIF form?
Please submit the form via the SWISS Special Assistance Portal. You can find this portal at the following link:
When do I need to complete the SAF/MEDIF form?
If you have an acute illness or have had an accident recently
If you need to be transported on a stretcher
If you need additional oxygen on board
If you need someone to accompany and help you because of your state of health
If you have had recent surgery
If you need an additional seat for medical reasons
If you or your child has a disease that is thought to be contagious (for example, a childhood illness)
If you are flying with a baby younger than seven days old
If your state of health is not good and you may need medical assistance during the flight
If you are wearing a plaster cast, please refer to the section “Flying with a plaster cast” via the following link:
https://www.flyedelweiss.com/ch/de/prepare/travel-information/fly-healthy/health-issues.html
If you are unable to move or unable to move well unaided, you may take up to two mobility aids free of charge. For example, a crutch or a rollator.
Yes, you may bring your own wheelchair with you. However, due to safety regulations, the wheelchair must be transported in the hold.
What exactly does that mean? You have two options:
At the airport, you use your own wheelchair to get to the aircraft. When boarding, you hand over your wheelchair so that we can load it into the hold.
You check in your wheelchair as baggage at Check-in, and then you are escorted into the cabin in a wheelchair provided by the airport. If you are taking your own wheelchair with you in the hold, please contact us no later than 48 hours before departure. You can contact us in one of the following ways:
By phone on +41 848 333 593 (24 hours a day)
Using the contact form on the website
By email to medicalservices@flyedelweiss.com
We will do our best to transport your wheelchair. To ensure that your mobility aid fits through the cargo door, please check the door dimensions of our aircraft.
| Aircraft type | Cargo door width in cm/inch | Cargo door height in cm/inch |
| A320 | 182 / 71.6 | 124 / 48.8 |
| A340-300 | 270 / 106.3 | 168 / 66.1 |
| A350-900 | 185 / 72.8 | 167 / 65.7 |
Will your wheelchair fit through the cargo door, meaning we can take it with us? If so, please provide us with the following information about your wheelchair:
Weight
Dimensions
Type of battery
Handling batteries for electric wheelchairs
Please note: we can only transport electric wheelchairs with the following batteries:
Dry-cell battery
Gel battery
Non-spillable wet battery
Please ensure that the battery is secured and disconnected before the flight. The terminals must also be insulated.
Does your wheelchair have a wet-cell battery? If so, the battery must be removed before take-off. Our loading crew will pack the battery in a special transport box.
Additional points relating to electric wheelchairs
We want to ensure there are no problems when transporting your electric wheelchair. So please also note the following points:
Do not deflate the tyres before loading the wheelchair, as there may not be a suitable pump at your destination. Any potential drop in pressure in the hold will not affect the tyres.
Take your wheelchair’s operating manual with you so that the loading crew can use it if necessary.
The electrical components of your wheelchair must be in perfect condition. If you are unsure of this, have them checked by a specialist before your trip.
If you have any questions, we would be happy to help. You can reach us 24 hours a day by telephone on +41 848 333 593.
If you wish to reserve a wheelchair for use at the airport or for the cabin, please contact us no later than 48 hours before departure. You can contact us in one of the following ways:
By phone on +41 848 333 593 (24 hours a day)
Using the contact form on the website
By email to medicalservices@flyedelweiss.com
Please let us know which category of wheelchair you require. Depending on your needs, the following categories are available:
Wheelchair category | Description |
|---|---|
WCHR – Wheelchair Ramp | You can board and disembark from the aircraft unaided. You only need assistance in the airport area. |
WCHS – Wheelchair Steps | You can move unaided in the cabin. However, you need help boarding the aircraft and disembarking. You also need assistance in the airport area. |
WCHC – Wheelchair Cabin Seat | You need a wheelchair at all times and wherever you go. |
I need extra oxygen on the flight. What do I need to bear in mind?
An oxygen device is a portable electronic device and is classified as dangerous goods. However, under certain conditions you may take your oxygen device on board with you.
If you are flying with your own device, you will find the most important information for your flight below.
What do I have to do if I want to take my own oxygen device (POC)?
Do you need extra oxygen during the flight and would like to take your own POC (Portable Oxygen Concentrator) with you? If so, please note the following points:
Please complete the following two forms with your doctor.
SAF/MEDIF form
POC formDo you have an Edelweiss flight number (WK XXX)? If so, please send us both forms by email to medicalservices@flyedelweiss.com no later than 3 days before departure.
Do you have a SWISS flight number (LX XXXX) or a Lufthansa flight number (LH XXXX)? If so, please submit the documents via the SWISS Special Assistance Portal. You can find this portal at the following link:
SWISS Special Assistance Portal
What should I do if I want to take my CPAP (Continuous Positive Airway Pressure) device with me?
If you would like to use your CPAP device on an Edelweiss flight, please read the following instructions:
| Approval | You need technical approval from Edelweiss for your CPAP device. Please contact the place where you booked your flight, or contact the Edelweiss Service Center. You can also email medicalservices@flyedelweiss.com. Please provide the following information:
|
|---|---|
Security control at the airport | Please bring a medical certificate with you that states why you need a CPAP device on board the aircraft. The certificate helps in carrying out a quick security check. |
CPAP devices with batteries | Please pack each spare battery individually to prevent an electrical short circuit. |
Do you have any questions? You can contact us in one of the following ways:
By phone on +41 848 333 593 (24 hours a day)
Using the contact form on the website
By email to medicalservices@flyedelweiss.com
If you are not taking your own device with you but you do need additional oxygen on board, you can reserve an oxygen bottle with us. The next section outlines the key information you need to know.
I would like to reserve an oxygen bottle for my flight. What do I need to do?
Please note the following points when booking an oxygen bottle:
- Please complete the following form with your doctor. Your doctor must answer the questions relating to oxygen.
SAF/MEDIF form (PDF, 208 KB) - Do you have an Edelweiss flight number (WK XXX)? If so, please send us both forms by email to medicalservices@flyedelweiss.com no later than 3 days before departure.
- Do you have a SWISS flight number (LX XXXX) or a Lufthansa flight number (LH XXXX)? If so, please submit the documents via the SWISS Special Assistance Portal. Click the following link to access the portal: SWISS Special Assistance Portal
What are the fees to hire an oxygen bottle?
The fees for hiring an oxygen bottle can be found in the following table:
Short and medium-haul routes | Long-haul routes |
|---|---|
CHF 300 | CHF 450 |
On request, we can provide you with an escort service at the airport. Wheelchairs are available free of charge at all airports for people with reduced mobility. Transport vehicles are also available and the assistance staff will ensure that everything runs smoothly both on departure and arrival.
How do I register for the assistance service at the airport?
We will take care of organising your assistance service. After booking your flight, please contact our Service Centre at least 48 hours before departure by telephone on +41 848 333 593 (available 24 hours a day), using the contact form or by email so that we can make the necessary arrangements for you. If you have not booked via flyedelweiss.com, please contact your booking centre directly.
Click on the following link to find out more about our service options.
Where and when should I go to the check-in desk?
We recommend that you arrive no later than 2 hours before departure at Check-in 1 or 3 at Zurich Airport or in the check-in terminal at your departure airport.
Check-in and baggage drop-off at the airport
The pick-up points for the registered childcare service are also located there (see next question). After greeting you, the staff will accompany you to check-in.
Where do I have to register for the registered assistance service at the airport?
Register for the registered assistance service at the relevant pick-up point in the check-in terminal. Staff will meet you there and take you to your seat on the aircraft in good time and in comfort - or vice versa from the aircraft to the drop-off point in the arrivals hall.
At Zurich Airport you will find a PRM pick-up point in all check-in areas. Please use the normal check-in counters when travelling abroad.
PRM Pick-up-Points Zurich Airport
Where is the PRM Lounge located at Zurich Airport?
The PRM Lounge for people with reduced mobility is located in the passenger area in Terminal A.
Do I have to queue for boarding like everyone else?
To make it easier for you to get to your seat, you can board before the other passengers. Ask the staff at the gate to board first so that you have more time to prepare for the flight.
Our flight personnel (cabin crew) will be happy to assist you with the following:
Stowing your carry-on baggage
Accompanying you to the toilet door and back to your seat
Unpacking and identifying your food
The cabin crew cannot perform any medical services. The crew are also unable to assist you in the toilet or whilst you are eating. If you need assistance in these situations, we recommend that you travel with a companion. For more information, please read the section “Can I travel alone, or do I have to travel with a companion?”
Does Edelweiss provide wheelchairs on board?
A wheelchair is available for you on all our long-haul aircraft. If you wish, we can also offer you a wheelchair on a short-haul flight.
The wheelchair fits easily into the aisle of the aircraft, allowing passengers who need a wheelchair to move around on board.
Please book your wheelchair with us no later than 48 hours before departure. You can contact us in one of the following ways:
By phone on +41 848 333 593 (24 hours a day)
Using the contact form on the website
By email to medicalservices@flyedelweiss.com
Is there any on-board entertainment for passengers who cannot hear or cannot hear very well? Or who cannot see or cannot see very well?
Almost all our films and series have descriptive subtitles, so even people who cannot hear, or who have difficulty hearing, can enjoy our entertainment programme. Just in case our headphones don’t work with your hearing aid, we recommend bringing your own headphones.
You can view the current programme before your flight using the following links:
In the US, there is a provision that states: people must not be discriminated against because of a disability. This provision also applies to Edelweiss if a flight starts or ends at a US airport.
How can I read exactly what the provision says?
You can request a copy of the provision from Edelweiss at the departure airports for flights to the USA. You can also contact the US Department of Transportation directly. You can contact the US Department of Transportation in one of the following ways:
For calls within the USA: call the free hotline for passengers with disabilities on 1 800 778 4838 (voice) or 1 800 455 9880 (teletypewriter)
For calls within the USA: call the Aviation Consumer Protection Division on 202 366 2220 (voice) or 202 366 0511 (teletypewriter)
Send a letter to the following address:
Air Consumer Protection DivisionC-75
U.S. Department of Transportation
1200 New Jersey Ave., SE.
West Building, Room W96-432
Washington DC 20590
USA
Go to the Aviation Consumer Protection Division website
Canada also has accessible travel regulations. You can find the exact provisions in English or French at the following link:
English: https://otc-cta.gc.ca/eng/accessible-transportation-planning-and-reporting-regulations
You can find the most important information about your trip to and from Canada via the following link on our website. Please note that this information is currently only available in English.
Health and travel
Contact form