Barrier-free 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:
We offer our guests with reduced mobility, impaired hearing or sight or a mental impairment a free seat reservation. We will reserve a seat tailored to your needs, although for safety reasons we are unfortunately unable to offer you seats at the emergency exit.
Please book your flight as early as possible on flyedelweiss.com and then contact us for the free seat reservation 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 Service Center team will also be happy to assist you with all other organisational matters relating to your journey with Edelweiss. If you have not booked via flyedelweiss.com, please contact your booking centre directly for all preparations, including seat reservations.
Can my travelling companion also make a seat reservation free of charge?
Yes, we also offer one accompanying person per guest with reduced mobility, impaired hearing or sight or a mental impairment a free seat reservation.
Almost all seats have movable armrests to make it easier for you to access your seat. If you wish to attach a restraint system that does not have aircraft-approved certification, it must be checked in advance for safety reasons. In this case, please contact our Service Centre using the contact form.
An escort is mandatory in the following circumstances:
- If you are unable to help yourself during an evacuation of the aircraft
- If you are unable to communicate with the flight attendants during safety instructions
- If you are unable to understand and/or follow safety instructions
Guests with a physical or mental disability who are able to meet their personal needs may travel unaccompanied. However, if they are unable to fulfil these needs, they must fly with an accompanying person.
Please note that our cabin crew cannot provide assistance with eating or using the toilet.
The following table explains certain situations in detail.
| Situation | Accompanying person necessary |
|---|---|
You can only cover short distances and stairs on foot. For longer distances, you will need a wheelchair and the appropriate support. | No |
You can walk short distances but cannot climb stairs. You need a wheelchair and the appropriate support for longer journeys. | No |
You always need a wheelchair, even in the cabin you are dependent on assistance. | Yes |
You are deaf, hearing-impaired or deaf-mute and need assistance while travelling. | Yes |
You are blind or visually impaired and need assistance when travelling. | Yes |
You have a hearing and visual impairment. | Yes |
You are dependent on oxygen on board. | No |
You can take care of your personal needs independently despite a mental impairment. | No |
You need assistance while travelling due to a mental and/or physical disability. | 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.
We support passengers who are restricted in their mobility due to a disability or their age on their journey.
Book your flight as early as possible on flyedelweiss.com and then inform us of 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.
So that we can make the necessary arrangements, you should let us know how you are restricted in your freedom of movement. Please indicate the appropriate assistance category:
WCHR (Wheel Chair Ramp)
| You can only cover short distances and stairs on foot. For longer distances, you will need a wheelchair and the appropriate support. |
|---|---|
WCHS (Wheel Chair Steps) | You can walk short distances but cannot climb stairs. For longer distances, you will need a wheelchair and the appropriate support. |
WCHC (Wheel Chair Carry)
| You always need a wheelchair, even in the cabin you are dependent on assistance. |
BLND (Blind)
| You are blind or visually impaired and need assistance while travelling. |
DEAF (Deaf)
| You are deaf, hearing-impaired or deaf-mute and need support while travelling. |
DPNA (Disabled Passenger Needs Assistance)
| You need assistance while travelling due to a mental and/or physical disability. |
Depending on the degree of restriction, a medical certificate may be required for travelling by air. For this purpose, the SAF/MEDIF form must be completed in advance to assess medical fitness for air travel and the need for assistance. This form is important to ensure the safety and comfort of passengers with special needs during the flight. SWISS Medical Services also uses this form to check that there are no medical concerns about travelling on an aircraft and that all parties involved in the travel process can make the necessary preparations.
The SAF/MEDIF form must be completed by the passenger concerned and their attending physician and submitted via the SWISS Special Assistance Portal. To use the portal, a login is required. If you do not yet have a Miles & More service card number or a Travel ID, you can register for a Travel ID on the portal.
SWISS Special Assistance Portal
When is such a SAF/MEDIF form required?
A SAF/MEDIF form is required in the following cases:
- In the event of acute illness or an accident.
- Passengers who have to be transported with a stretcher.
- Passengers who require additional oxygen on board.
- Passengers who require the assistance of an accompanying person due to their mental or physical state of health.
- Passengers who have recently undergone an operation.
- Passengers who require an additional seat for medical reasons.
- Passengers suffering from a suspected infectious disease (e.g. paediatric diseases, etc.).
- Babies younger than 7 days old.
In certain cases where people have an arm or leg in plaster. Please refer to the special health situations (‘Flying with a plaster cast’).
The form is also required if your health condition could give rise to doubts as to whether you will survive the flight safely and without additional medical assistance.
Up to two mobility aids (wheelchair, crutches or other type of walking aid) per passenger with reduced mobility may be carried free of charge.
For safety reasons, wheelchairs are generally only transported in the cargo hold. If you need a wheelchair at the airport or on board, we will be happy to reserve one for you. Further information can be found further down on this page. If you wish, you can also take your own wheelchair to the aircraft at the airport. However, you must then hand it into the cargo hold when boarding.
If you are taking your own wheelchair with you in the hold, please provide us with the following information 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: Type of battery, weight, dimensions of the wheelchair.
Please ensure that dry, gel or leak-proof wet batteries are secured, disconnected and their terminals insulated before the flight. Wet batteries that are not leak-proof violate the safety regulations and are therefore excluded from transport.
Are you travelling with a power wheelchair?
So that we can ensure the smooth transport of your power wheelchair, please also note the following:
- Do not let the air out of the tyres before loading the wheelchair. You run the risk of not finding a suitable pump at your destination. The tyres will also withstand any loss of pressure in the cargo hold.
- Take the operating instructions for your wheelchair with you so that the loading crew can refer to them if necessary.
- The electrical equipment of your wheelchair must be in perfect working order. If in doubt, have them checked by a specialist before travelling.
If your wheelchair is fitted with a wet-cell battery, this must be removed from the wheelchair before departure. The loading crew will load it into a special transport crate. If you have any questions, we will be happy to help you by telephone on +41 848 333 593 (available 24 hours a day).
To reserve a wheelchair on board or at the airport, please contact us 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. If you have not booked via flyedelweiss.com, please contact your booking office directly.
The following options are available depending on your requirements:
Wheelchair category | Description |
|---|---|
WCHR – Wheelchair Ramp | You can board and leave the aircraft independently: A wheelchair is only required for the departure and destination airport areas. |
WCHS – Wheelchair Steps | They can move around independently in the cabin, but need help climbing stairs and getting around the airport. |
WCHC – Wheelchair Cabin Seat | You are dependent on a wheelchair everywhere and at all times. |
Flying with oxygen
Portable electronic devices are considered dangerous goods. However, you may take them on board if you fulfil certain conditions. If you are not taking your device with you, you can reserve oxygen cylinders for your flight with us.
If you are flying with your own device, you will find the most important information for your flight with Edelweiss below.
Under what conditions can I take my private oxygen device (POC) with me?
If you are dependent on oxygen during the flight and would like to take your own device (portable oxygen concentrator = POC) with you, please note the following points:
- please complete the two forms below with your attending physician.
SAF/MEDIF form
POC form
- Please submit both forms via the SWISS Special Assistance Portal. To use the portal, a login is required. If you do not yet have a Miles & More service card number or a Travel ID, you can register for a Travel ID on the portal.
SWISS Special Assistance Portal
I would like to take my CPAP device (Continuous Positive Airway Pressure) with me - what do I need to bear in mind?
If you intend to use a CPAP device on an Edelweiss flight, please read the following recommendations and instructions carefully.
Authorisation | The use of a CPAP device requires technical authorisation from Edelweiss. Please provide the following information to your booking office, the Edelweiss Service Centre or directly to medicalservices@flyedelweiss.com: Name, flight number(s), flight date or booking code (PNR), brand and exact type of device, operating mode (batteries, mains connection) |
|---|---|
Security check at the airport | To facilitate the security check, please bring a medical certificate stating the need to use the device on board. |
Security | To avoid an electrical short circuit, each spare battery must be individually packaged |
Battery-operated CPAP devices | To avoid an electrical short circuit, each spare battery must be individually packaged. |
If you have any questions, please contact our Service Centre by telephone on +41 848 333 593 (available 24 hours a day), using the contact form or by email.
If you are not taking your own device with you but need oxygen on board, you will find the most important information for your flight with Edelweiss below.
What do I have to do if I don't have my own device and want to reserve an oxygen cylinder for my flight?
Please note the following points:
- please complete the following form with your attending physician. The oxygen questions must be completed by your doctor.
SAF/MEDIF form (PDF, 208 KB) - If you are booked under an Edelweiss flight number, please send us the form by email at least three days before departure. If you are booked under a SWISS flight number, please submit the documents via the SWISS Special Assistance Portal. To use the portal, a login is required. If you do not yet have a Miles & More service card number or a Travel ID, you can register for a Travel ID on the portal.
SWISS Special Assistance Portal
What are the charges for an oxygen cylinder?
The charges for an oxygen cylinder are as follows:
Short & medium-haul | Long-haul |
|---|---|
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 crew will be happy to help you stow your hand luggage and assist you to the toilet door and back to your seat. Our cabin crew will also be happy to help you unpack and identify your meal. Our cabin crew will not provide assistance with medical services, in the toilet or with eating.
Does Edelweiss provide wheelchairs on board?
A wheelchair is available for you on all our long-haul aircraft. This is also available on our short-haul fleet on request. Thanks to this wheelchair, guests with reduced mobility can move around on board as it fits easily into the aisle of the aircraft. Please reserve the wheelchair 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.
Is there entertainment on board for guests with a hearing or visual impairment?
Almost all our films and television programmes have subtitles that include dialogue as well as audio instructions. We recommend that you bring your own headphones that work with your hearing aid.
You can check the current programme before your flight by clicking on the following links.
For Edelweiss, this provision applies to all flights originating or terminating at a U.S. airport. The exact wording of this provision is available upon request at the airports from which we serve the US.
A copy of the regulation can also be obtained directly from the US Department of Transportation in the following ways:
- By telephone within the U.S. by calling the toll-free hotline for air travellers with disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY).
- By calling the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY)
- By writing to the Aviation Consumer Protection DivisionC-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590, USA
- On the website of the Aviation Consumer Protection Division
Under the following link you will find the most important information about your journey to/from Canada with Edelweiss.
Health and travelling
Contact form