POLICIES AND PROCEDURES – Issue 2 Rev 2 22/06/2022

Module 6 – SPECIAL ASSISTANCE PASSENGERS

INTRODUCTION
We are committed to making it possible for people with disabilities, or those with reduced mobility
to take our flights. There may be limitations due to safety regulations and circumstances such as the
type of plane, the layout of the cabin, the total weight or number of passengers the plane can carry,
the number of passengers that crew members could manage to help in an emergency evacuation,
and any other matters relating to emergency procedures.

Any limitations in relation to the maximum number of Special Category Passengers (SCP’s) on a flight
included in these policies and procedures are only indicative guidelines and subject to revision and
prior authorisation by GOP’s Control, they will assess the specific circumstances of the case on the
basis of the above criteria. The total number of SCP’s on a flight shall not exceed the total number of
fully able-bodied passengers on the flight.

There may be occasions where you need to check medical documents/Fit to fly letters. Please be
aware of GDPR and only ask for the required necessary information.

RESERVATION OF AIRPORT SPECIAL ASSISTANCE

The majority of SCP’s pre-book special assistance on www.ryanair.com. This can be done up to 48
hours before departure. Special Assistance requirements are displayed on the customer’s online
boarding pass when pre-booked.

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Customers can also book special assistance by contacting our Special Assistance line (subject to
opening hours) up to 12 hours before their scheduled flight departure time. All information
regarding Special Assistance and how to book is available on www.ryanair.com/ie/en/useful-
info/special-assistance/booking-special-assistance

If a customer has not pre-booked and requires assistance on arrival at the airport we must make all
reasonable efforts to facilitate the customer’s assistance request and ensure that the relevant
customer information is provided to the flight crew and the special assistance companies at both the
departure and arrival airports.

In this instance a Ryanair Airport Special Assistance Voucher must be completed at check in/bag
drop and provided to the customer for presentation to the service providers and cabin crew.
This can be downloaded from www.groundops.com

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TYPES OF SCP’s, SAFETY LIMITS AND SEATING RESTRICTIONS

SPECIAL CATEGORY PASSENGERS (SCP’S)

Boarding Card SSR code DESCRIPTION SAFETY LIMIT SEATING RESTRICTION
Blind / Vision impaired
customer - travelling alone or
with a sighted companion -
BLDP
no assistance required –
50% of customer
separate tactile briefing
load factor less
required
the 4 safety Not permitted in
Hard of hearing or deaf
DEAF related emergency exit rows
customer
assistance types
Slow walkers, elderly, etc.
below.
customers - assistance to
WCHR gate only - can walk up/down
aircraft steps and around
aircraft without assistance

Boarding Card SSR code DESCRIPTION SAFETY LIMIT SEATING RESTRICTION

Blind / Vision impaired -
BLND assistance required separate
tactile briefing required
Intellectual disability - able to
understand and respond to
safety instructions - no travel
DPNA Not permitted in
companion required but
emergency exit rows
assistance to/from terminal
to aircraft is required 4 per flight
subject to no
Complete assistance to
WCHC OXYG pax,
aircraft seat
otherwise 3
Assistance up and down
WCHS
steps
Traveling with guide
assistance dog - assistance
BDGR
required, separate tactile Not permitted in
briefing required emergency exit rows
Travelling with assistance
PETC
dog, no briefing required
Requires pre-booked in-flight Not permitted in
OXYG 1 per flight
therapeutic oxygen emergency exit rows

Boarding Card SSR code DESCRIPTION SAFETY LIMIT SEATING RESTRICTION

Customers using own
MERU/CREL/BURN/GOTO 2 per flight Row 30 or Row 31
postural support during flight
Must not be used in
Customers using own Amsafe
Emergency seats or
AMSA CARES Child Aviation 20 per flight
rows before/after
Restraint System
emergency exit

Special Service Requests (SSR’s) for wheelchairs.

• WCAP – Requires airport wheelchair
• WCMP – Using own manual wheelchair
• WCBD - Battery Powered Wheelchair (Dry/Gel Cell)
• WCLB – Electric Wheelchair/lithium ion battery

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Mobility Equipment
• Checked in Free of Charge
• The 32kg single weight limit does not apply to mobility equipment.
• No wheelchairs are permitted to travel in the cabin.
• Due to space and weight restrictions we can only carry 2 electric wheelchairs/mobility
Scooters per flight.
• Mobility Equipment accepted on Ryanair flights are:
• Dimensions when collapsed must be 81cm Height, 119cm width & depth
• Passengers own manual wheelchair (WCMP)
• Dry/Gel Cell Battery powered wheelchair (WCBD)
• Lithium Battery Powered Wheelchair (WCLB)

* Ryanair does not accept Wet Cell Battery powered Wheelchairs*

ASSISTANCE DOGS

Guide and assistance dogs are accepted on all Ryanair EU/EEA and domestic flights. Due to
restrictions beyond our control they are not accepted on the following routes:
• Flights to/from Morocco
• Flights to/from Israel

The dogs must have a pet passport or, in countries that don’t issue pet passports, they must have an
official veterinary health certificate.

The following rules apply to guide/assistance dogs flying with Ryanair.

• To be accepted on a Ryanair flight a guide/assistance dog must be trained to perform tasks
for the benefit of an individual with a disability (physical, sensory or psychiatric) and must be
certified by an organisation that is a full member of Assistance Dogs International (ADI),
Assistance Dogs UK or International Guide Dog Federation (IGDF), the accrediting bodies for
assistance dog organisations worldwide.
• Emotional support or therapy dogs that are not recognised as assistance dogs by the above
organisations are not permitted to travel with Ryanair.
• The guide/assistance dog shall wear a standard identifying jacket or harness throughout the
journey.
• Guide/assistance dogs travel in the aircraft cabin and must sit on the floor at the passenger's
feet. A maximum of four guide/assistance dogs are permitted per flight. The dog along with
containers and food are carried free of charge.
• Any passenger wishing to travel with their guide/assistance dog on board should pre-advise
us preferably on the same day as booking. This can be done online or via the Ryanair Special
Assistance Line.
• A suitable harness, (which must be provided by the owner) must be attached to the owner’s
seat belt or to the seat belt buckle and must be utilised to provide the dog with an effective
level of restraint during take-off, landing and turbulence. There may be other devices
available with alternative attachment points that would also provide adequate
restraint. Any arrangement that adequately secures the assistance dog is acceptable.

PERSONAL CARE ATTENDANT

For safety reasons, on Ryanair flights we require an able bodied person aged 16 and over to
accompany a reduced mobility passenger who is not self-reliant.

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Guidelines for Air Passenger Self-Reliance:
The below information regarding air passenger self-reliance is set out by the UK Department for
Transport -Access to Air Travel for Disabled People: Code of Practice (July 2008) and in the
Guidelines of the European Commission on the application of Regulation EC 1107/2006 (2012).
Each passenger must be self-reliant by reference to all of the categories below. If not, then he/she
must travel with an able bodied accompanying adult aged 16 and over who is capable of providing
the assistance required. Otherwise, the passenger will be denied boarding.

• Passenger must be able to fasten and unfasten their seatbelt when instructed to do so by
crew;
• Passengers must be able to retrieve and fit a lifejacket unaided when instructed to do so by
crew;
• Passengers must be able to don an oxygen mask unaided when instructed to do so by crew;
• Passengers must be able to understand the safety briefing and any advice and instructions
given by the crew in an emergency situation.

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 (passenger must be capable of administering their own medicines and medical
procedures).
Where a reduced mobility passenger is travelling with an accompanying adult, we will do our best to
ensure the accompanying passenger is seated next to them.

Each able bodied accompanying adult cannot assist more than one reduced mobility passenger and
must purchase the prevailing adult fare.

SPECIAL MEDICAL ITEMS

Customers who wish to carry and use Special medical items on board must contact the Ryanair Special
Assistance line before travel to obtain a baggage waiver letter and where applicable, a fit to fly letter.
For full information on carriage of medical items visit www.ryanair.com

• Handling agents must check the item being carried matches the details on the waiver letter
and if required the Fit to Fly letter is valid.
• If the customer is not in possession of the waiver for the carriage of a dangerous
good/special medical item, you must call the Newskies helpdesk to get verbal authorisation.
• You must not refuse carriage or charge the customer for the item whether checked in or
carried in addition to hand luggage without first contacting the helpdesk.
• Fit to fly letters must be signed and dated by a doctor within 2 weeks of the date of travel.

PORTABLE OXYGEN CONCENTRATOR

• To travel with a POC, customers must contact our Special Assistance Line to obtain prior
approval and a Medical Equipment Approval & Baggage Waiver.
• This approval & waiver letter must be presented at the Bag Drop desk or at the boarding
gate if travelling with no checked baggage.

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Use of POC during Flight:
• To use a POC during the flight customer must contact our Special Assistance line to obtain
prior approval and a “Fit to Fly” form. They must complete the “Fit to Fly” form and return it
to Ryanair between 14 and up to 2 days prior to travel for validation. They must carry the
validated “Fit to Fly” form on all flights and produce it to our cabin crew on boarding the
aircraft.
• If the POC is to be used on board it is the customer’s responsibility to ensure that they have
a sufficient number of fully charged batteries for the duration of the flight and any possible
delays, as POC or batteries cannot be charged on board.

An oxygen concentrator should not be confused with either compressed oxygen or an oxygen
generator which are not permitted to be brought onto a Ryanair aircraft.

PORTABLE DIALYSIS MACHINE

• A PDM may be carried, but not used, in the cabin of the aircraft without prior notification
provided the item is within the cabin baggage dimensions.
• Customers wishing to carry a PDM in addition to their baggage allowance (checked and/or
cabin) should obtain a Medical Equipment Baggage Waiver letter by calling the Special
Assistance line.
• This waiver letter must be presented at the bag drop desk or at the boarding gate if
travelling with no checked baggage.

Portable dialysis machines cannot be used at any time during a flight.

RESPIRATORY PERSONAL DEVICE

• Customers can carry an assistive or non-oxygen generating support device such as a

respirator, nebulizer, ventilator, CPAP (continuous positive airway pressure) or BiPAP
machine in the cabin of the aircraft without prior approval, provided the item is within the
cabin baggage dimensions.
• To carry an RPD in addition to the baggage allowance (either checked or cabin) they will
need to obtain a Medical Equipment Baggage Waiver letter by calling our Special Assistance
line. This waiver letter must be presented at the bag drop desk or at the boarding gate if
they are travelling with no checked baggage.
• CPAP machines are not permitted for use on board.
• To use another type of RPD, such as a respirator or nebulizer, during the flight customers
should contact our Special Assistance line to obtain prior approval. To use one of these
machines on board they will need to complete a “Fit to fly form” which will be sent to you
once you have contacted our Special Assistance Line.
• The completed “Fit to fly form” must be returned to Ryanair between 14 up to 2 days prior
to travel for validation. The validated “Fit to fly form” must be carried by on all flights and
produced to our cabin crew on boarding the aircraft.
• Some devices including, but not limited to, CPAP machines may not be suitable for inflight
use and if unsure please contact our Special Assistance line.

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 RYANAIR – ANNUAL CPAP BAGGAGE WAIVER LETTER

Attention Passenger: you must present the below item along with this letter at the
boarding gate at least 45 minutes prior to your scheduled flight departure time for
validation and acceptance for carriage. Please review the instructions for carriage of this
item on Ryanair’s Travel Questions on www.ryanair.com before travel.

Passenger Name: XXXXXX

The above passenger is permitted to carry the following CPAP free of charge as an extra piece of
cabin baggage

Model: XXXXXX
Weight: XXXXXXX
Dimensions: XXXXXXXXX

The passenger will be exempt from any charge for the carriage of this additional piece of hand
luggage.

This letter is valid to XXXXXXX

Please note this device is not permitted for use on board.

Regards, Ryanair Validation Stamp

Special Assistance Agent

Airport staff should validate document details above against passenger id at boarding gate

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 RYANAIR – MEDICAL BAGGAGE WAIVER LETTER
(Permitted for use on board)
PASSENGER NAME

BOOKING REFERENCE

PROPOSED OUTBOUND FLIGHT FR DATE

ITINERARY NUMBER

RETURN FLIGHT NUMBER FR DATE

THE ABOVE PASSENGER IS PERMITTED TO CARRY THE FOLLOWING FREE OF CHARGE:

1 EXTRA CABIN BAG (WITHIN CABIN BAGGAGE DIMENSIONS & MAXIMUM WEIGHT OF KILOS
(Please present at the boarding gate at least 45 minutes prior to scheduled departure)

OR
1 CHECKED-IN BAG TO THE MAXIMUM WEIGHT OF KILOS.

(Please present at the bag drop at least 45 minutes prior to scheduled departure)

THE ABOVE EXTRA BAGGAGE ALLOWANCE IS APPLICABLE FOR THE CARRIAGE OF THE BELOW
LISTED ITEMS WHICH HAVE BEEN PRIOR APPROVED FOR CARRIAGE BY RYANAIR.

APPROVED FOR CARRIAGE BY

ITEM MAKE MODEL RYANAIR

SPECIAL ASSISTANCE DEPT

Please note this device has been approved for use on board.

The Passenger named above has confirmed to Ryanair that the medical equipment/supplies listed above are for personal
use and are essential for the passenger’s journey.
RYANAIR VALIDATION
The above information has been verified and validated by the Ryanair Special Assistance Department Authorisation is
recorded in Booking Reference

AGENT NUMBER DATE

©Ryanair Group Training Department 8 22/06/2022

 RYANAIR – MEDICAL BAGGAGE WAIVER LETTER
(Not approved for use on board)
PASSENGER NAME

BOOKING REFERENCE

PROPOSED OUTBOUND FLIGHT FR DATE

ITINERARY NUMBER

RETURN FLIGHT NUMBER FR DATE

THE ABOVE PASSENGER IS PERMITTED TO CARRY THE FOLLOWING FREE OF CHARGE:

1 EXTRA CABIN BAG (WITHIN CABIN BAGGAGE DIMENSIONS & MAXIMUM WEIGHT OF KILOS
(Please present at the boarding gate at least 45 minutes prior to scheduled departure)

OR
1 CHECKED-IN BAG TO THE MAXIMUM WEIGHT OF KILOS.

(Please present at the bag drop at least 45 minutes prior to scheduled departure)

THE ABOVE EXTRA BAGGAGE ALLOWANCE IS APPLICABLE FOR THE CARRIAGE OF THE BELOW
LISTED ITEMS WHICH HAVE BEEN PRIOR APPROVED FOR CARRIAGE BY RYANAIR.

APPROVED FOR CARRIAGE BY

ITEM MAKE MODEL RYANAIR

SPECIAL ASSISTANCE DEPT

Please note this device is not permitted for use on board.

The Passenger named above has confirmed to Ryanair that the medical equipment/supplies listed above are for personal
use and are essential for the passenger’s journey.

RYANAIR VALIDATION
The above information has been verified and validated by the Ryanair Special Assistance Department Authorisation is
recorded in Booking Reference

AGENT NUMBER DATE

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©Ryanair Group Training Department 10 22/06/2022
CHILD RESTRAINTS AND POSTURAL SUPPORTS

In accordance with Ryanair Safety Regulations, booster seats cannot be used on board the aircraft.

The child restraints and the postural supports listed below may be used in addition to an aircraft
safety belt, subject to certain safety restrictions.

CHILD RESTRAINTS

The following child restraints are permitted for use on Ryanair aircraft:

• Infant Seatbelt (provided by Ryanair)

• Amsafe CARES harness (provided by the customer)

Infant seatbelt

An infant seatbelt loops through the seatbelt of the accompanying adult (over 16). Infants aged
between 8 days and 23 months must sit on the lap of the accompanying adult.

Amsafe CARES Child Aviation Restraint System

• The Amsafe CARES restraint is a belt and buckle device that attaches directly to the aircraft
seat and is used in conjunction with the aircraft seatbelt.
• It is certified for use by children 1 year and older weighing between 22 and 44 pounds (10kg
– 20 kg). A customer using the Amsafe CARES restraint must be accompanied by an adult
(over 16)
• The restraint must be used as per the manufacturer’s instructions (weight, age, installation)
and it would be helpful for customers to have the installation instructions available for
reference on board.

The Amsafe CARES Restraint cannot not be used in the following seats:
• The emergency exit rows
• Seat rows immediately in front or behind an emergency exit row.

POSTURAL SUPPORT AIDS

The following postural supports are permitted for use onboard and are provided by the customer:

• MERU Travel Chair

• CRELLING HSB1
• CRELLING Model 27
• Burnett Body Support
• Firefly GoTo seat size 2

Unfortunately, we are unable to permit the use of postural supports for children under 2 years.

MERU TRAVEL CHAIR

The Meru Travel Chair provides postural support for disabled children aged approximately 3 – 11
years who are unable to use the aircraft seating when flying on commercial aircraft.

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CRELLING HSB1

This support consists of shoulder straps only which are designed to convert a simple belt into a
supportive harness - Suitable for customers from 9 years to adult.

CRELLING MODEL 27
This is a full 5-point harness designed to offer additional support and is suitable for customers from 2
years to adult. Customers using postural supports must be accompanied by an adult (over 16)
The Crelling harness must be used as per manufacturer’s instructions (weight, age, installation) and
it would be helpful for customers to have the installation instructions available for reference on
board.

BURNETT BODY SUPPORT

The system is based around a sealed welded casing filled with micro beads, which flow to mold to an
individual’s profile. By extracting the air via a valve, the casing contracts and the beads static nature
bring them together to provide a mold. This system is available in different sizes to meet the physical
dimensions of the individual customer.

FIREFLY GOTO SEAT

This is a lightweight, portable seating solution for children 2-5 years needing additional postural
support and stability.

SAFETY LIMIT SEATING RESTRICTION

Boarding Card code DESCRIPTION
Customers using own postural support
MERU/CREL/BURN/GOTO 2 per flight Row 30 or Row 31
during flight
Must not be used in Emergency
Customers using own Amsafe CARES
AMSA 20 per flight seats or rows before/after
Child Aviation Restraint System
emergency exit

BOOKING OXYGEN

• Customers who need to use therapeutic oxygen during the flight are required to notify the
Ryanair Special assistance line a minimum of 7 days before travel.
• A medical clearance form will be sent to the customer which they are required to complete
with their doctor and return to Ryanair a minimum of 2 days before travel. A single fee of
€55/£55 per booking is payable via the Ryanair Special assistance line only. If the customer
has booked a return journey on two one way tickets we only charge one fee.
• The customer must carry the validated Medical Clearance Form on all flights and the ground
handling staff should ensure that the form is valid. The customer cannot be accepted for
travel without the validated form.
• Ryanair supplies therapeutic oxygen at a continuous flow rate of 2 litres per minute for a
maximum duration of 250 minutes.
• Ryanair cannot accept customers for travel who require a continuous supply of oxygen for
more than the maximum time shown above.

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PREGNANCY REGULATIONS

• Once an uncomplicated pregnancy enters its 28th week, expectant mothers are required to
carry a 'fit to fly' letter completed by their midwife/doctor.
• Under no circumstances should you deny boarding to a customer who brings a ‘Fit to Fly’
letter issued by their own doctor/midwife rather than the Ryanair template letter.
• This completed letter should be dated within 2 weeks of the booked flight and presented at
either the bag drop desk and/or the boarding gate.
• If the ‘Fit to Fly’ letter expires while on their trip the passenger must get a new valid one
before their return sector.
• Ryanair reserves the right to refuse travel of an expectant mother over 28 weeks pregnant
who does not present a completed “fit to fly" letter from their midwife/doctor at either the
bag drop desk and/or the boarding gate.
• In some cases, passengers may sign a self-declaration to say they are fit to fly if they do not
present letter. Passenger must not be over 32 weeks for multiple birth or 36 weeks for single
birth. Please call Newskies Helpdesk or GOPS for authorisation before denying boarding in
these cases.
• If a customer is denied travel due to not having the required ‘Fit to Fly’ letter they should be
requested to obtain the necessary letter and then be re- accommodated on an alternative
available flight, without additional charge, on receipt of same.
• The same consideration should be given to their travelling companion if applicable. Enter
comments into the booking to advise of this and booking should be changed when the
customer returns to the airport with the valid ‘Fit to Fly’ letter.
• Pregnant customers may not be allocated emergency exit seating.

For uncomplicated pregnancies travel is not permitted beyond the following dates:

• For an uncomplicated single pregnancy, travel is not permitted beyond the end of the 36th
week of pregnancy.
• For an uncomplicated multiple pregnancy - twins, triplet’s etc., travel is not permitted
beyond the end of the 32nd week of pregnancy.

See below example of the expectant mother fit to fly letter which can be downloaded from
www.ryanair.com

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©Ryanair Group Training Department 15 22/06/2022
Handling of Refusal

• In the event of refusal of a PRM, the passenger must be informed of the reason for
refusal with reference to the General Conditions of Carriage.
• Apply Ryanair policy with respect to rebooking to another date, accommodation of the
passenger on the next possible flight, or refund of the ticket.
• If a PRM passenger is to be refused travel for reasons relating to their medical condition,
the agent should ensure to be calm, professional and informative as how the agent
informs the passenger can affect how the passenger reacts.

Disability Awareness

• Disability awareness means educating people regarding disabilities and giving people the
knowledge required to carry out a job.
• Some people have visible disabilities whereas others may have a hidden disability or
chronic illness.
• Some examples include but not limited to:
• Autism
• Brain Injuries
• Crohns Disease
• Chronic pain
• Epilepsy
• Cystic Fibrosis

Communication

• Communicate directly with the person.

• An individual with a disability or mobility difficulty knows best how their needs can be
met
• Seek to understand their needs through dialogue with the passenger, rather than
making assumptions.
• Passengers should be allowed to exercise self-reliance wherever possible
• Language matters stick to language that is positive and implies active, whole people.

Impaired Speech

• Many people have speech or language difficulties for various reasons.

• Do not assume that the person has a learning difficulty, as this is often not the case.

Deaf or Hard of Hearing

• Speak directly to the passenger.

• Visual information may be useful.
• If necessary, lightly touch his or her shoulder if you need to attract attention.
• Do not shout when speaking, use normal tone.

Blind or Partially Sighted

• Introduce yourself stating your name and position.

• Ask the passenger for their name.
• Ask if they need assistance.
If guiding someone, ask how they would like to be guided

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Wheelchair Users

• Look and speak directly at the person.

• Wheelchairs are an extension of personal space.
• Ask if the person wants help with luggage or to reach anything that is at a non-accessible
level.
• Ask the customer where to place the baggage tag on the chair.

Sunflower Hidden Disabilities

©Ryanair Group Training Department 17 22/06/2022