Air Astana Wheelchair Assistance

Traveling with mobility challenges should never be a source of added stress. That’s why Air Astana is committed to ensuring that every traveler has a comfortable and dignified journey. For individuals who require additional aid, the airline offers reliable wheelchair assistance services available throughout the check-in, security check, and terminal navigation processes. 

From the time travelers arrive at the airport until they board their aircraft, a friendly and well-trained Air Astana wheelchair assistance team is available to help. Air Astana’s objective is to make air travel easier and hassle-free by prioritizing comfort, convenience, and accessibility. This will enable passengers with limited mobility to have a smooth and enjoyable journey at every stage.

What are Air Astana’s Wheelchair Assistance Options?

To accommodate varying levels of mobility, Air Astana offers three distinct types of wheelchair assistance:

• For passengers who can independently ascend and descend steps but have difficulty walking long distances, airport assistance is available. A wheelchair or electric cart is typically provided to help them travel comfortably and efficiently through the terminal to the gate.
• Passengers who cannot climb stairs but can transfer to and from their aircraft seat independently may request terminal wheelchair assistance. This service ensures they can navigate check-in, security, and boarding areas smoothly without the need to walk long distances.
• Passengers who are fully immobile and require full assistance throughout their journey receive comprehensive support, including help at check-in, security, and boarding. Trained staff assist with stairs, transferring to aisle chairs, and settling into the aircraft seat, ensuring complete accessibility.

Accessibility services are restricted at Urumqi Airport. Only those passengers who can climb stairs on their own but need assistance over long distances are eligible for wheelchair support. 

Since extensive support is not always accessible, those who require full Air Astana wheelchair assistance must arrange and pay for first aid services directly with airport authorities. For a smoother journey, it is highly advised to make preparations in advance.

Why Should You Notify Air Astana In Advance Of Wheelchair Assistance?

To guarantee timely and efficient service, Air Astana advises passengers needing wheelchair assistance to contact the Help Centre at least 24 hours prior to departure. This advance notice allows the airline to make necessary arrangements and ensure a smooth airport experience. Travellers requiring stretcher services, requests must submit their requests a minimum of 96 hours before the scheduled flight. 

However, Air Astana may consider exceptions if the request is made at least 24 hours in advance. Early communication helps them provide the best possible care and ensures all special mobility needs are met with professionalism, safety, and personalized attention.

Ticketing and Refund Guidelines for Air Astana’s Wheelchair Assistance:

Here are some aspects regarding your ticket and refund when you book a wheelchair service at Air Astana: 

• According to the Classic fare guidelines, rebooking changes are allowed for up to six seats, however, there is a penalty cost per seat.

• Rebooking requests must be made at least 24 hours before departure in order to avoid any additional fees, guaranteeing prompt processing and adherence to airline regulations.

• Refund requests made within 24 hours of departure are absolutely prohibited; refunds are issued before departure with appropriate penalties to comply with fare regulations.

• Within a year following the initial ticket issuance date, passengers are eligible to receive a refund for any unused taxes, except fuel surcharges and service costs.

• Refunds for medical crises are handled entirely by the airline’s Service Recovery Unit and may be considered upon presentation with proper documents.

Air Astana’s Regulations for Bringing Your Own Wheelchair on a Flight:

Air Astana wheelchair assistance allows passengers to bring manual or battery-powered wheelchairs on board at no extra cost, and these do not count toward the free baggage allowance. For smooth assistance and proper handling, travelers are strongly advised to contact the Help Centre at least 24 hours prior to departure to ensure timely support and accommodation of mobility needs.

• Manually Powered Wheelchairs:

Foldable, manually operated wheelchairs are permitted without any special restrictions. These mobility aids can be checked in just like regular baggage at the airport, ensuring convenience for travelers. Airlines typically handle them with care to support passengers with reduced mobility throughout their journey.

• Battery-Powered Wheelchairs and Mobility Aids:

Air Astana accepts battery-powered wheelchairs under the following conditions:

Non-Spillable and Lithium Batteries:

• Lithium batteries must be certified and pass safety tests.
  
• If the wheelchair allows for battery removal (such as collapsible models), the battery must be detached and packed in rigid, protective packaging.
  
• Terminals must be protected to prevent short circuits.
  
• If the battery cannot be removed, it must be firmly attached, terminals must be covered, and all electrical circuits deactivated.

Spillable Batteries:

• If the wheelchair can be stowed upright, the battery may remain attached, provided all safety measures are in place.
  
• If not, the battery must be removed and packed separately in leak-proof, rigid packaging with absorbent materials. Terminals must be covered, and the battery secured in an upright position.

The lithium-ion battery capacity must not exceed 300 Wh for one spare battery, or 160 Wh each for two spares.

Air Astana’s Additional Stretcher Services:

Air Astana is well-equipped when it comes to providing passengers in need of stretcher services the adequate amenities. 

• Request and Booking Procedure:

To book stretcher assistance, passengers or their representatives must submit a request through the Air Astana Help Centre at least 96 hours before departure. Alongside this request, a medical certificate confirming the passenger’s fitness to travel must be provided. The airline’s onboard stretcher equipment will be used for transport, and no third-party devices are allowed.

• Ground and In-Flight Requirements:

• Transport to and from the airport is the responsibility of the passenger or their representative. This includes movement up to the aircraft ramp.
• Once at the airport, medical center staff will assess the passenger and validate all necessary documentation before boarding.
• The stretcher is transported to the cabin seat by Air Astana staff.
• An accompanying person is required for each stretcher case, especially for in-flight care. In certain medical conditions, exceptions may apply.
• Only the Economy class passengers may avail of the stretcher services. 
• Before departure, the escort has to contact Air Astana’s medical center. The staff will go on to examine the person on the stretcher. They will also verify all the documents and certificates, and then grant permission for the journey. 
• The escort should be booked separately in the Economy Class Classic Fare.
• The maximum allowable weight is 130 kg, and anything beyond that isn’t permissible.
  
• During Transit:

For connecting flights or layovers, Air Astana ensures transit passengers and their companions can remain on board, minimizing inconvenience and reducing unnecessary movement.

Use of Medical Devices on Air Astana Flights:

Passengers are allowed to bring Personal Oxygen Concentrators (POCs) on board their flight. However, they must submit a request to the airline at least 24 hours before departure, regardless of whether they intend to use the device during the flight. This advance notice ensures proper documentation and necessary preparations are made to accommodate the device and comply with safety regulations for a smooth and comfortable travel experience.

Types of POC that are allowed by Air Astana:

• AirSep Focus / FreeStyle 5 / FreeStyle / LifeStyle
• AirSep FreeStyle Comfort
• Respironics EverGo / Respironics SimplyGO
• SeQuel SAROS 
• VBOX, Inc.’s Trooper
• iGo (DeVilbiss Healthcare)
• EasyPulse (Precision Medical)
• ECLIPSE Models
• Inogen One / One G2 / One G3 / One G4
• LifeChoice / LifeChoice Activox (Inova Labs)
• Oxywell Model 4000 (SeQual)
• Quinox Model 4000 (SeQual)
• Invacare Solo2 / Invacare XPO2
• Oxlife Independence Oxygen Concentrator
• Oxus RS-0400

Air Astana Special Assistance Services for Young Travellers:

The Air Astana special assistance team understands that young travellers require extra care and attention. Whether you’re flying with an infant, a child, or an unaccompanied minor, their dedicated services are tailored to provide a safe and fun flight. Here’s everything you need to know about our special services for young passengers.

Travelling with Infants (Under 2 Years Old):

Infants can either travel on an adult’s lap or in a purchased seat with a child safety seat. Discounts vary based on flight routes and whether the infant has an allocated seat:

• Without Seat:
  

Domestic & Kazakhstan international flights: Free of charge.

International transit flights via Kazakhstan: 90% discount. on the entire adult fare

Flights with partner airlines: 90% discount.

• With Seat:

Domestic & Kazakhstan international flights: 50% discount.

International transit flights via Kazakhstan: 25% discount.

Flights with partner airlines: 25% discount.

Infants must be accompanied by an adult aged 18 or older and seated in the same cabin.

Children Aged 2–11/14:

Children receive significant discounts to make family travel more affordable:

• Domestic Flights (Ages 2–14): 50% discount.
  
• International Flights to/from Kazakhstan (Ages 2–11): 50% discount.
  
• International Transit or Partner Flights (Ages 2–11): 25% discount.
  

Documentation such as a birth certificate or passport may be required to verify age and eligibility for discounts.

Unaccompanied Minors:

Air Astana special assistance ensures young flyers travelling alone are in safe hands with their comprehensive unaccompanied minor service:

• Eligibility:
  

Mandatory for children aged 6–15.

Optional for passengers aged 16–17 upon parental request.

Only available on direct flights operated by Air Astana.

• Service Includes:
  

Supervision by Air Astana staff from check-in to arrival.

Special care during transfers if transit times meet specific criteria (Almaty–Astana–Frankfurt with layover under 2.5 hours).

• Legal Restrictions:
  

No solo travel between 11:00 PM – 6:00 AM under Kazakhstani law.

Daytime solo travel is allowed for minors aged 16–17 on domestic routes.

• Booking Requirements:
  

Book at least 24 hours in advance.

Arrive early: 2 hours (for international flights) or 1.5 hours (in case of domestic travel).

Submit multiple copies of the unaccompanied minor transport agreement.

Provide notarised authorization if someone other than a parent accompanies the child to the airport.

Onboard Comfort and Safety Rules:

To enhance the journey for young passengers, Air Astana offers special assistance:

• Baby Bassinets: Available on select aircraft in the first row of business or economy class. Must be requested during booking and require the purchase of a designated seat.
  
• Child Safety Seats: Passengers may bring certified seats (up to 41 cm wide). They must be pre-approved and installed in a window seat. It is not available for online check-in. Remember, hot drinks are not served to unaccompanied minors during flights for safety reasons.

Also Read: Singapore Airlines Wheelchair Assistance

Air Astana Special Assistance Services for Expectant Mothers:

To ensure a smooth journey, Air Astana special assistance provides a range of special services and clear guidelines for pregnant passengers.

Consultation and Planning:

Before booking your flight, Air Astana strongly recommends that all pregnant travelers consult with their healthcare provider. It’s also important to review their pregnancy travel policies, which outline specific requirements based on the stage and nature of the pregnancy.

Travel Guidelines by Pregnancy Stage:

Here are some of the important guidelines to note for travelling when pregnant:

• Up to 22 Weeks: Expectant mothers in the early stages of pregnancy (up to 22 weeks) may travel without the need for a doctor’s certificate. However, early check-in is encouraged to allow adequate time for support and boarding.
  
• 22 to 34 Weeks (Singleton Pregnancy) and 22 to 32 Weeks (Multiple Pregnancy): Air travel during this period is permitted only upon presentation of a valid medical certificate from a recognized medical institution. This certificate must confirm the pregnancy and the mother’s good health. For international travel, the certificate must be translated into the appropriate language and is valid for 30 days.
  
• Beyond 34 Weeks (Singleton) / Beyond 32 Weeks (Multiple): Travel is only allowed with formal approval from the Medical Consultative Board or an equivalent doctor’s commission. This assessment, documented on Form No. 026/у or an equivalent medical certificate, must indicate the expectant mother’s fitness to travel and be issued within 30 days before departure. For international flights, translation into the departure country’s language is required.
  

Additional Precautions:

Here are some more aspects to be considered if traveling when pregnant: 

• Complicated Pregnancies: If complications are known or suspected, expectant mothers must seek explicit medical advice before flying.
  
• Within 7 Days of Due Date: Air Astana reserves the right to deny boarding to expectant mothers whose due date is within 7 calendar days, even if a medical certificate is provided.
  
• Postpartum Travel: Transportation of mothers and newborns is not permitted within the first 7 days after childbirth.

Special Assistance On Air Astana Flights for Passengers with Visual and Hearing Impairments:

Passengers with hearing or vision impairments are warmly welcomed by the Air Astana special assistance team, which provides specialized help during the trip. It is free for passengers to bring certified assistance dogs on flights. As long as they are leashed, muzzled, and have documentation of their specific training, these dogs are allowed to sit at their owners’ feet and accompany them inside the cabin. If required, sedatives for the dog are also advised. However, flights to London do not offer this option.

Additionally, at check-in, boarding, and disembarkation, the airline offers passengers with hearing impairments personal support. Passengers are advised to notify the airline or their travel agent at least 24 hours before departure, together with any required papers, to guarantee the best possible service.

Air Astana’s Mobility Assistance and Health Considerations:

For individuals requiring mobility support or recovering from recent surgery or illness, Air Astana offers a range of services, including wheelchair assistance and seating accommodations. To ensure that your travel requirements are met safely, it is essential to consult with your doctor before flying and notify the airline in advance. If your disease presents a serious risk to your health, you may be subject to limitations when traveling abroad.

Special Meal Options Provided By Air Astana:

Recognizing the diverse dietary needs of its passengers, Air Astana offers a variety of special meals to suit medical, religious, and lifestyle requirements. These include:

• Children’s Meals
  
• Vegetarian and Vegan Options
  
• Religious Meals
  
• Medical and Dietary Meals
  

Passengers should request their preferred meal in advance to ensure availability.

Conclusion:

Air Astana places a high priority on providing customers with special needs and mobility issues with a kind and comfortable travel experience. Safety, convenience, and accessibility are the main focuses of their services, which include wheelchair support, medical accommodations, and help for kids and expectant mothers. Personalized and smooth service is ensured by advance notice and proper documentation. Wheelchair users, medical device users, babies, and unaccompanied minors can anticipate prompt, courteous assistance. With Air Astana’s dedication to helping all passengers, plan ahead and travel with confidence.

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