Special assistance by KLM CARES
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 and/or use a cabin wheelchair
- Bring special medical equipment (max. 2 items per passenger)
- 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.
- You need to request special assistance (and book your flight) at least 48 hours before departure.
- If your flight will be operated by one of our partners, please request special assistance from this airline.You will need to check in at the airport (if departing from Amsterdam Airport Schiphol, you can check in at desk 16) – at least half an hour before the recommended check-in time. 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.
- 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 dealing with the aircraft dimensions or its access doors, that make it impossible to board passengers with a reduced mobility. Once we have accepted to cover all especial needs requested by passengers with reduced mobility, we have to offer Boarding and Assistance on the flight according to CE1107/2006 regulation. In case a passenger with reduced mobility has been refused at boarding due to special circumstances, including also the passengers escorting them on their trip, they will have the right for refund or an alternative transportation according to CE 261/2004 regulation, as far as the safety requirements are met.
Regarding safety rules:
a) The operator will set the procedures for 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 make it impossible to board or transport passengers with reduced mobility.
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.
You can also send us an e-mail at KLMCARES@klm.nl, call us at 800 556 22 737 (charges may apply) or in the Netherlands (toll free) at 0800 556 22 737 (between 6:00 AM and 10:00 PM).
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(PDF, 295KB) and your doctor must complete and sign Medical Information Form B(PDF, 952KB). 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.