Air New Zealand Wheelchair Assistance

Flying is amazing. It should be easy and pleasant for any person. Turning this idea into reality, Air New Zealand has developed its own wheelchair Assistance plan, which is tailored to meet the clients’ needs without any stress from the moment they check in at the airport till they reach their destination. The airlines will take good care of you, as they promise, whether you need a wheelchair at the airport, assistance onboard, or support upon landing. In the Air New Zealand Wheelchair Assistance, you can explore exactly how to book the service in advance and what the crew can assist with at different stages of the journey.

How to Request Air New Zealand Wheelchair Assistance

Check for the Special Request section when you use the Air New Zealand app or make an online booking.

Typically, people who do not require a wheelchair but still need assistance have two choices:

• WCHR (Wheelchair Ramp):

 If you require wheelchair assistance from the airport to the gate. In that case, you can use the stairs and get to/from your cabin seat on your own

• WCHS (Wheelchair Steps): 

If you need wheelchair assistance at the airport to the gate and physical help on the stairs, you are permitted to get to/from your cabin seat without the aid of anyone.

We will discuss the Special Service Request codes in detail in the section that follows: 

Medical Requirements: 

Just in case you are on medication because of the surgery, or you need medical oxygen during the flight, then filing a medical clearance is the way to go.

On the Day of Travel (Domestic Flights (Within New Zealand)

• In case you have requested special care, then check in and arrive at the airport 60 minutes before your departure time.
• It is the responsibility of the crew members to take you to the departure gate.
• In the absence of a support person, the airline will assist you with boarding.
• Some regional airports require boarding and disembarking on the tarmac.
• Upon arrival, you may be asked to wait so that other passengers can board first. This makes your deboarding process easier.

On the Day of Travel (International Flights)

First, complete the bag drop process. After that, notify the kiosk staff or the Special Assistance team of your request. They will take care of your request and confirm that the assistance is provided at your gate.

Important Information:

• If you are transferring from a domestic flight to an international flight, a crew member can escort you to the free inter-terminal bus stop and inform staff at the other terminal about your needs.
• Their team would love to assist you with transportation; however, they are not allowed to be with you when you shop at Duty Free or wait while you have meals.
• During the chaotic holiday seasons, the demand for wheelchair assistance is so high that sometimes you might have to wait for a wheelchair for a while.

Air New Zealand Wheelchair Assistance Codes (SSRs)

Just like any other airline, Air New Zealand relies on Special Service Request (SSR) codes to indicate the exact nature of the support you need. To choose the best code for your reservation, the team will need some information from you relating to your transfer situation, i.e., moving in or out of the aircraft seat.

Seating and Booking Note

If you choose an SSR option, it is necessary for you to understand that you will not be able to select your seat online. Your seating will be arranged in advance according to the special assistance request. If you pick the WCHC code (wheelchair to your seat), a seat will be prearranged for you to make the transfer safe and comfortable, without any cost. The airlines ensure that your travel companions or safety assistant get a seat next to you or an adjacent seat. Please get in touch with the airlines if you have special seating requirements.

Air New Zealand Wheelchair Assistance Service’s SSR Code Definitions

Here are some of the Special Service Request Service codes that you need to know and understand for your convenience when availing of Air New Zealand’s wheelchair assistance services: 

• SSR WCHR (Wheelchair – Ramp): 

This coding is for customers who can walk small distances, use stairs, and can walk to their seat after getting on the plane. Only an assistant at the aircraft for departure and arrival should be with you. You can ascend and descend stairs. If you cannot use the stairs, you should choose the WCHS option.

• SSR WCHS (Wheelchair – Steps): 

The code is for those who can walk a short distance and go to their seats after getting on the plane, but they cannot ascend or descend the aircraft stairs. When you select this particular option seating will be arranged beforehand in a seat which allows you to transfer into or out of your seat by using a transfer equipment or even via self transfer (if you are able to do the same). 

There won’t be any charge for allocating this seat to you and Air New Zealand authorities will ensure that your safety assistant or travel companions are assigned a seat near or adjacent to you. 

• SSR WCHC (Wheelchair – Cabin): 

This code is for people who are entirely dependent on a wheelchair and probably need an arm lift and a special chair for the aisle to get into their seat. These categories have a total of five sub-categories, depending on the user’s transfer capabilities:

• WCHC SELF-RELIANT: 

You are totally dependent on a wheelchair but can move yourself from the aircraft wheelchair to the aircraft seat as well as the other way. Air New Zealand crew members are available to perform a body lift for you if required. (Note: In case you need help with hygiene, feeding, and medical services, a safety assistant should be with you during the journey.)

• WCHC WITH SAFETY ASSISTANT: 

You totally depend on a wheelchair, and self-transferring is not possible. You must be accompanied by your personal safety assistant, who can assist with the upper body lift for transfer and perform all necessary personal care activities (hygiene, feeding, medication) that you require during the vehicle ride.

• WCHC NO SAFETY ASSISTANT: 

This service is limited to flights that are direct to, from, or via the USA. You are entirely dependent on a wheelchair, and you cannot move yourself. The crew members will give you the necessary support during the change of your flight, but in case of a fire, you must be able to help with your own physical escape.

• WCHC NON-TRAVELLING SAFETY ASSISTANT: 

This service is only available on flights within the country. You are allowed to coordinate a trained staff member to help you at the airport if you need help with the upper part of your body for the transfer, as a substitute for a helper traveling with you. 

• WCHC EAGLE LIFTING DEVICE: 

Only selected airports (Auckland, Wellington, Christchurch, Dunedin for jet services, and Sydney, Melbourne, Perth with 72 hours’ notice) offer this. Customers who are totally immobile and need a mechanical lifting device for the transfer can use this option. A safety assistant is required to do the upper body lift for other airports and non-jet aircraft.

NOTE: When you select any one of the options mentioned above, you will not be able to avail of the Seat Select option while booking. That will be removed from your list of choices. 

Planning Your Journey with the Air New Zealand Wheelchair Assistance

Before booking, make sure to check the information below to guarantee that your trip with your wheelchair is a safe and easy one. Advance preparation is key for both your safety and comfort.

Traveling Independently vs. With a Safety Assistant

Whether you can travel independently depends on your ability to assist yourself in an emergency:

• If you are physically able to help with your evacuation in an emergency and you have complete safety confidence, then you are allowed to travel without a safety assistant.
• However, if you are physically unable to assist in your evacuation, in that case, you must be accompanied by a safety assistant (age 16 or older) who is capable of physically assisting you during an emergency evacuation.

Onboard Personal Care

The crew helps customers in different ways, but there are some personal tasks that the crew cannot assist with.

• In case you are unable to eat, take your medication, or use the toilet, and you require assistance during the flight, then you should be accompanied by a person at least 16 years old who is capable of helping you with these particular needs.
• If you need no such personal assistance on the airplane, you are permitted to take a solo flight (given that you satisfy the above-mentioned evacuation criteria).

Connecting Flights

If your trip involves a connecting flight with a different airline, please get in touch with that airline directly. As other airlines have different rules, it is essential to determine the services they provide and the information they require to assist you effectively.

Air New Zealand Wheelchair Assistance: Check-in, Boarding, and Onboard

• Kindly do the check-in procedure at least 90 minutes prior to your departure time for all flights (the required 60 minutes plus an extra 30 minutes). During this dedicated time, the airlines can complete your assistance and seat allocation before any other passengers.
• Do not use the automated airport kiosks. You have to check in with a staff member so the airlines can determine the exact level of assistance that you need.
• Please inform the check-in agent if you require an aisle chair or a lifting device. If you need a lifting apparatus, you can ask a male or female staff member for assistance in positioning the lifting sling with their support.

Onboard Aisle Chair Accessibility

• The Air New Zealand International Boeing 777 and International Airbus A320, as well as the rest of the long-haul fleet, feature aisle chairs onboard, which are specially designed wheelchairs to accommodate within the narrow aisles of the aircraft. The chair helps passengers to their seats, and it can also be carried into the cabin during the flight for use at the onboard toilets.
• However, aisle chairs cannot be used for local flights due to the lack of space on the planes. The airports designed for domestic flights have the boarding aisle chairs to facilitate the passengers’ boarding and disembarking. Those flying on short local routes will be able to use their seats during the flight.

In-Flight Support: Tetraplegic Harness

Each airplane of Air New Zealand is equipped with a special chest belt designed to provide extra support and restraint for travellers who need their upper body to remain stable during the flight. Those passengers who require the use of a harness are advised to make a booking request as well as inform the cabin crew after boarding.

Please keep in mind that, as a result of the safety regulations of the FAA, passengers who need a torso harness will not be allowed to sit in the Business Premier seats because the harness obstructs the seat’s airbag system.

Tips for Handling Your Wheelchair On Air New Zealand Flights

Here is what you must make note of when you plan to bring your personal wheelchair on an Air New Zealand flight. 

Carriage and Dimensions

You may carry a personal wheelchair along with another chair, such as a shower or sports chair, in the cargo hold without charge. However, excess baggage fees may apply for additional equipment.

• Your chair should have your name and address on it.
• If you carry a disassembled sports wheelchair that can be disassembled into 2 or 3 parts, it will still be counted as one piece for baggage calculation.

Instructions

To help Air New Zealand stow and reassemble your custom-designed wheelchair quickly and safely, please attach written user instructions that detail:    

• How to fold the seat back.
• How to disconnect the battery (if applicable).
• How to release the gears for free wheel spin.
• How to remove the “controller/joystick.”

Note: It is possible to interchange ATR72 and Q300 aircraft at short notice. If you have a non-collapsible mobility aid, you should verify the type of your aircraft before making a reservation.

Battery-Powered Wheelchair Requirements On Air New Zealand Flights 

Due to safety regulations, you have to inform the staff at check-in which kind of battery is in your chair.

Rules for Carrying Lithium and Lithium-Ion Batteries

Lithium batteries have strict rules due to fire risk:

• The battery power should be 300Wh or less. For example, if your wheelchair is powered by two batteries, then each one should not exceed 160Wh.
• The batteries have to be removed from the wheelchair and carried in the aircraft cabin. To prevent a short circuit, the terminals must be insulated.
• Non-removable batteries must be fixed securely, and the terminals protected. You must be able to demonstrate to the airport staff how to disassemble the wheelchair completely.
• Only one battery (max 300Wh) or two batteries (max 160Wh each) as spares in the cabin are allowed.
• Batteries with no or unclear Wh/LC marking will be refused carriage.
  • To calculate Wh: Amp-hours (Ah)×Voltage (V)=Watt-hours (Wh)

Boarding and Disembarking

At check-in, you may receive a notification of an earlier boarding gate reporting time to facilitate a quick, private boarding and efficient storage of your chair.

Eagle 2: Innovative Lifting Solution for Wheelchair Passengers

• Eagle 2 is a safe and dignified lifting device created by Solace for use on Air New Zealand flights carrying passengers with reduced mobility who are unable to transfer themselves.
• Passengers can use this service for their flights within New Zealand and also to and from the four main airports in the country, i.e., Auckland, Christchurch, Dunedin Airport, and Wellington.
• Travelers on local and international air jets from Auckland, Wellington, Christchurch, and Dunedin airports can use the service. If you are flying out of Sydney, Melbourne, or Perth, kindly make your reservation for the Eagle lift at least 72 hours before your departure.
• If the notice is shorter, Air New Zealand will try to the extent of every reasonable effort to support you.
• Because of the cabin design, the Eagle 2 is not allowed in Business Class; however, on flights to and from the U.S., crew members can employ a slide board, slide belts, and a slide sheet for transfers.

How the Eagle 2 Works

The transfer process implemented by Eagle 2 is designed of four basic and safe stages, where a sling and an electric lifting frame are utilized. The device can carry people with a weight of up to 200 kg.

• Step 1: Sling Placement

You are assisted by a skilled staff member in placing the lifting sling in the correct position while seated in your wheelchair. For privacy reasons, this is performed at the gate or a little inside the aircraft door. To guarantee safety and ease, the sling is put on your back and under your legs, secured with Teflon-coated straps. It is recommended that you wear shorts or long pants for both your comfort and decency.

• Step 2: Aircraft Transfer

The Eagle 2 frame is placed on top of your wheelchair; after that, the wheel is secured in place. The fabric of the sling is fastened to the frame, and an electric motor lifts you securely as your wheelchair is removed.

• Step 3: Aisle Navigation

After rolling the frame into the aircraft cabin, the two employees gently carry the device down the aisle. Only the seats on the right side of the aircraft are used for the transfer.

• Step 4: Seating Transfer

The seat is adjusted to a reclined position, and the armrests are raised. Then, the device gently lifts you onto the seat and slowly lowers you back down, ensuring your comfort and safety.

Also Read: Overcome Fear of Flying with Air New Zealand’s Special Assistance

Air New Zealand’s Eagle Lifting Device – Key Information for Passengers

Here are some key aspects that passengers should note of regarding Air New Zealand’s Eagle Lifting device. 

• The width of the Eagle Lifting device can be adjusted to accommodate different motorized wheelchair types.
• Generally, it is allowed that you stay in your wheelchair till the aircraft door and after landing, your chair is waiting for you. In the absence of air bridges, airport chairs are used for embarkation and disembarkation. In this way, the Eagle Lifting device can make the transfer easier for you.
• Only staff and the person are present during sling fixing and change, which occur in a private, empty airbridge or a similar area before general boarding.
• At remote gates without air bridges,a  forklift platform or high-lift vehicle will be used to transfer you to the aircraft safely.
• Airlines offer you early boarding to maintain privacy during the transfer process.
• While making a reservation, either ask your travel agent to arrange the Eagle Lifting device for you or pick the “wheelchair – require Eagle Lifting device” option that is available online under special assistance.
• Instead of the Eagle 2 device, you can select your own support person for the transfer. If necessary, the cabin crew can aid you in moving your legs.
• The crew member will select a suitable seat for passengers who wish to use the Eagle Lifting device. It is located on the right-hand side of the aircraft aisle.
• For a more secure and comfortable transfer, a neck support attachment is provided.
• There are three sizes for slings: Large (L), Medium (M), and Small (S).
• Every single sling is thoroughly cleaned, inspected, and maintained on a regular basis to ensure both safety and hygiene.
• Due to limited space and difficulties with getting access, Eagle 2 is not installed in smaller regional aircraft.
• The Eagle Lifting device is only permitted at certain airports and cannot be carried or used during the flight.

Conclusion

The Air New Zealand Wheelchair Assistance is a program that ensures the safety and security of all flyers, regardless of their mobility needs. The airline’s dedicated crew members and the modern devices, the Eagle Lifting device, are available to bring you pleasure and honor from the time you arrive at the airport until you reach your destination. In fact, the services are designed to facilitate easy and trouble-free air travel for all passengers by providing the necessary access and care to perform the task efficiently.

FAQs