Special assistance by KLM CARES

Do you need special assistance, at the airport or on board? For instance, if you’re travelling with a wheelchair or with your assistance dog, or if you need to bring your medical equipment? KLM CARES is there to assist you. Contact us for special assistance.

Check if you need to request special assistance

Contact KLM CARES at least 48 hours before departure if:
  • You need to arrange assistance at the airport during boarding, disembarking and/or transferring, or to get through the airport
  • You are bringing your own (electric) wheelchair (scooter) on board
  • You are bringing special medical equipment in your hand baggage or check-in baggage, even if you are not using the equipment on board
  • You need to bring your assistance dog into the cabin
  • Your leg needs to stay in a horizontal position (in a cast), due to medical reasons.

Arranging special assistance not possible or necessary

  • Bringing your crutches, walker or cane on board is free of charge and can be done without reservation.
  • We do not offer special assistance in case of fear of flying.

Arrange a safety assistant or travelling companion yourself

  • In case you’re travelling alone and you would need assistance in the unfortunate event of an emergency, it is necessary to arrange someone who can assist you, a so-called ‘safety assistant’. You can either arrange it yourself or ask KLM staff at the airport to help you find someone. Without a ‘safety assistant’ to assist you during your flight, boarding will be refused.
  • If you require help in case of administration of medication, making use of the toilet or while eating, you need to arrange a travelling companion who will assist you during your flight.

How to request special assistance

Request special assistance at least 48 hours before departure:
  • Online: log in to My Trip
  • By email: KLMCARES@KLM.com (in English or Dutch)
  • By phone: at +800 556 22737 (+800 KLM CARES), in the Netherlands (toll free) at 0800 55622737 (between 7:00 and 22:00) or in the United States and Canada at +1 844 7977723.

Assistance at the airport

Amsterdam Airport Schiphol and most other airports are wheelchair friendly. At Schiphol Airport, wheelchairs are available for passengers who have difficulty walking. If you want to bring your own wheelchair, you need to contact KLM CARES. We will ask you if you’d also need assistance at the airport, on board or in both cases. After requesting assistance, please make sure to arrive at the airport well before your departure: at least 30 minutes before check-in time, or in case you are bringing your electric wheelchair at least 1 hour before check-in time. If you’re departing from Amsterdam Airport Schiphol, we are there to assist you further after checking in at the following check-in desk:

  • If you’re travelling in Economy Class, you can check in at check-in desk 8 (Schengen countries) or at check-in desk 16 (non-Schengen countries).
  • If you’re travelling in Business Class, you can check in at check-in desks 10 or 11.

Travelling with a wheelchair

Bring your own wheelchair free of charge and make your reservation at least 48 hours before departure. We will look into the possibilities and make a reservation for you right away.

What type of wheelchair are you bringing?

  • If your manual wheelchair is collapsible or dismountable, you can bring it as hand baggage as long as it doesn’t exceed the maximum dimensions of 33x92x107 cm (13x36x42 in).
  • Other types of wheelchairs will be transported as check-in baggage. After checking in, you can use one of the wheelchairs we have available for you at the airport.

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 330

152 x 139 x 149 cm /

59.5 x 54.5 x 58.5 inch

No max. weight
Boeing 737

112 x 113 x 85 cm /

44 x 44.5 x 33 inch

No max. weight
Embraer 175 and 190

120 x 100 x 70 cm /

47 x 39 x 27.5 inch

150 kg / 331 lbs
Did you make a reservation for travelling with your wheelchair? To check in your electric wheelchair, we ask you to be present at the airport at least 1 hour before check-in time; for other types of wheelchairs at least 30 minutes before check-in time.

Onboard facilities

  • Foldable onboard wheelchair: available on board of all KLM and KLM Cityhopper aircraft.
  • Toilet facilities: wheelchair accessible toilets are available on all KLM’s Boeing 777, Boeing 787 and Airbus A330 aircraft. Our Boeing 737, Boeing 747 and Embraer 190 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 aircraft 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 such as an Orthotic Positioning Device will always be reviewed by our Flight Standards & Compliance department to see if the seating solution is compliant with applicable flight safety regulations as defined by FAA. If it does not comply, unfortunately it cannot be accepted on board. Please make your request at least 2 working days prior to departure by calling KLM CARES.

Read the KLM CARES brochure 'Carefree travel'

Download the brochure

POC - Portable Oxygen Concentrator

Only POC’s that are battery operated or POC’s that are both battery operated and operating on net power are allowed for use on board. Please make sure you reserve for the transportation of your POC well before departure.

Batteries for a POC

Unfortunately, we cannot guarantee a power supply on every passenger seat 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. Spare batteries are only allowed in your hand baggage, never in your check-in baggage.

View the restrictions on lithium batteries.


Travelling with your assistance dog

If you are bringing your assistance dog on board with you, we will arrange it free of charge.

Guide dog

To bring your guide dog into the cabin, please download and fill out the Application Form Guide Dog and send the completed form to KLMCARES@KLM.com. Please also bring it with you when checking in at the airport.

Emotional support dog

As of 15 March 2019, bringing your emotional support dog into the cabin is only allowed on direct flights to and from the United States. Moreover, your emotional support dog must be at least 4 months old. If you already received a confirmation, you can still bring your emotional support dog.

Please always contact KLM CARES at least 48 hours before departure. Next to that, please download and fill out the Application Form Emotional Support Dog and arrange a signed declaration from your mental health care provider. Send the completed form together with the signed declaration to KLMCARES@KLM.com and bring these with you when checking in at the airport.

Read more about bringing your assistance dog.


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 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 cannot use the airplane seats in a normal, upright position.

Other questions

Still have any questions or is anything not clear for you? KLM CARES is there to assist you. You can always contact us:

  • Per email: KLMCARES@KLM.com(in English or Dutch)
  • By phone: at +800 556 22737 (+800 KLM CARES), in the Netherlands (free of charge) at 0800 55622737 (7:00 - 22:00) or in the United States and Canada at +1 844 7977723.

Read the KLM CARES brochure 'Carefree travel'

Download the brochure

Watch the videos if you want to know more about special assistance upon your departure  and arrival and transfer  at Amsterdam Airport Schiphol.