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Special assistance by KLM CARES

If you require help at the airport or if you are travelling with medical equipment, KLM CARES is there to assist you. Contact us for special assistance!

Request special assistance

Contact KLM CARES if you want to:

  • Arrange assistance at the airport during boarding, disembarking and/or transferring
  • Bring your own (electric) wheelchair (scooter), walker or crutches or use a cabin wheelchair
  • Bring special medical equipment
  • Bring your service animal into the cabin
  • Use an extended leg rest for a leg that needs to stay in a horizontal position (in a cast). On KLM flights within Europe, 2 extra seats need to be booked in Economy Class. On intercontinental KLM flights, you need to travel in Business Class.

How to request special assistance

Important before departure

  • You need to request special assistance (and book your flight) at least 48 hours before depar ture. If your flight will be operated by one of our partners, please request special assistance from this airline. KLM will transport your own wheelchair (scooter) or walker - free of charge.
  • You must check in at the airport at least half an hour before the recommended check-in time. If departing from Amsterdam Airport Schiphol, please check in at desk 16. –If you are using an electrically powered wheelchair, please check in 1 hour earlier.
  • Please go to the gate at the time indicated on your boarding pass.
  • Please know that the KLM crew cannot provide assistance during all stages of your trip. Make sure you have someone to travel with you should you require assistance throughout your entire journey.
  • According to CE 1107/2006 regulation, a person with reduced mobility cannot be refused due to his mobility restrictions except for safety reasons or due to arguments with the aircraft dimension or its access doors, that make it impossible to board with a reduced mobility. Once we have accepted that we cover all especial needs requested by these passengers, we have to offer the boarding and Assistance on the flight according to the CE1107/2006 regulation, so a passenger with reduced mobility who is refused at boarding due to especial circumstances, including also the passengers escorting them in their trip, will have the right for refund or an alternative transportation according to the CE 261/2004 regulation as far as the safety requirements are met.

    Regarding safety Rules:

    a) The operator will set the procedures for the transport of people with reduced mobility (PRM).
    b) The operator will ensure that the people with reduced mobility will be assigned, and in fact do not occupy, seats in which their presence could:

    1) Interfere with the Crew performing their tasks ;
    2) block the Access to the emergency equipment, or
    3) block the evacuation of the aircraft in case of an emergency.

    c) Any presence of passengers with reduced mobility must be notified to the Captain.

    Regarding the transport restrictions due to the aircraft dimension: the total number of passengers with reduced mobility(PRM) allowed cannot surpass the number of clients able to assist them in case of an emergency, and boarding can also be denied due to the dimensions of the aircraft or its access doors that makes impossible to board or transport passengers with reduced mobility.

    Bring your own wheelchair

    If you are bringing your own wheelchair, please make sure you contact us at least 48 hours before your departure. We will look into the possibilities and make a reservation for you right away. The number of (electric) wheelchairs we can transport is limited.

    Your wheelchair needs to be transported as check-in baggage in upright position to avoid damage and spilling of batteries.

    Maximum size and weight of wheelchairs per aircraft type:

    Aircraft typeMax. dimensions
    (l x w x h)
    Max. weight
    Boeing 777, 747, 787 and Airbus 330152 x 139 x 149 cm / 59.5 x 54.5 x 58.5 inchNo max. weight
    Boeing 737-700,
    - 800 and -900
    112 x 113 x 85 cm / 44 x 44.5 x 33 inch150 kg / 331 lbs
    Embraer 190 &
    Fokker 70
    120 x 100 x 70 cm / 47 x 39 x 27.5 inch150 kg / 331 lbs

    Onboard facilities

    • Foldable onboard wheelchair: available for you on all KLM’s Boeing 777, Boeing 747, Boeing 737 and A330 aircraft. Per July 2015, the Embraer 190 and Fokker 70 will be equipped with one as well.
    • Toilet facilities: wheelchair accessible toilets are available on all KLM’s Boeing 777, Boeing 787 and Airbus A330 aircraft. Our Boeing 737, Boeing 747, Embraer 190 and Fokker 70 aircraft have a foldaway curtain to enlarge the lavatory space. Our staff will help find your way to and from the toilet. Unfortunately, we cannot assist you in the toilet area.
    • Toilet handles: the toilets onboard of all our KLM aircraft are equipped with toilet handles.
    • Moveable armrests: in all our aircrafts we have a number of aisle and middle seats that have moveable armrests, so you can transfer more easily into your seat. The number and locations of movable aisle armrest seats may vary by aircraft type.
    • Special seating solutions will always be reviewed by our flight safety department to see if the seating solution is compliant with flight safety regulations.

    Medical Information Forms

    If one of the descriptions below applies to you, please consult your physician prior to travel. In some cases, you or your travel agent must complete Medical Information Form A  and your doctor must complete and sign Medical Information Form B . These should be in the possession of KLM no later than 48 hours before departure.

    • Passengers suffering from a contagious disease.
    • Passengers who, due to illness or a physical condition, display behavior that could potentially influence the comfort and well-being of the other passengers and/or the crew, or that could present a risk to the safety or punctuality of the flight.
    • Passengers who will need medical care or will be dependent on specific medical equipment during the flight.
    • Passengers who have a medical condition that could result in a life-threatening situation or could require the provision of exceptional medical care for their safety during the flight.
    • Passengers who need personal care during the flight (during meals, visiting the toilet, etc.) and will be travelling without a companion.
    • Passengers who cannot use the airplane seats in a normal, upright position.

    POC - Portable Oxygen Concentrator

    You are allowed to take your battery powered POC with you on board if it is EASA/FAA approved. To use your own POC on board, please make sure you reserve for the transportation of your POC at least 48 hours prior to departure by calling KLM CARES.

    If you bring your own POC, please check in at the airport desk.

    Batteries for a POC

    Unfortunately, we cannot guarantee a power supply on board, so you need to bring enough fully charged batteries with you. Based on the manufacturer’s estimate of the hours of battery life while the device is in use, and on the information provided by your physician, your batteries need to last for at least 150% of the expected maximum duration of your flight. The batteries will need to be stowed under your seat.

    • Lithium metal or lithium alloy batteries may contain up to 2 grams of lithium
    • Lithium ion batteries may have a watt-hour rating of up to 100 watt/hour

    You can find the watt/hour rating on the battery or in the user manual. Spare batteries must be individually protected to prevent short circuit, e.g. by taping terminals or by placing them in separate plastic bag or pouch.

    Contact KLM CARES

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