Avianca’s Wheelchair Assistance: Comfort and Care from Check-in to Arrival

Being a person with reduced mobility, going on a trip can be challenging and complicated at times, but it is not so with Avianca Airlines. The comfort of the traveler is taken care of by Avianca’s wheelchair assistance from the time they arrive at the airport till they reach their destination. 

The airlines’ competent personnel who accompany you all the way are always there to provide you with help when you need it at the time of check-in, security, boarding, and baggage claim. By providing these services designed to meet the needs of passengers with reduced mobility, Avianca takes care of passengers’ needs and makes them feel that travel is for their own enjoyment, not a nightmare.

Understanding Avianca’s Wheelchair Assistance

Below, you’ll find a step-by-step guide covering everything you need to know about requesting and using Avianca’s wheelchair assistance.

Requesting Wheelchair Assistance When Booking

Avianca allows you to easily request special assistance as you go through the booking process. Based on the method of your ticket purchase, here are the steps you need to follow:

• On avianca.com:
  • During the third step of checkout, select “Accessibility and Assistance” and choose one of the following:
    • “I need a wheelchair” – if you require a loaned wheelchair.
    • “I am bringing my own wheelchair” – if you plan to travel with your personal wheelchair or scooter.
• At the Contact Center or Sales Office: Inform the agents about your mobility needs, and they will make appropriate arrangements for the appropriate service.

Important Note:

• Passengers who need assistance for using the restroom, personal care, eating, medication, or understanding safety instructions should be accompanied by a travel companion.
• You should inform Avianca of the support that you will require at least 24 hours before your flight time or 48 hours if your flight is to or from Europe.

Avianca’s Wheelchair Assistance – What To Do Before Your Flight?

Here are some things to make note of before you board your flight: 

• Go to Avianca’s Manage Your Booking page to make a request for a special service by filling in your booking reference and the last name of the passenger.
• Check the baggage limits for your ticket type and follow the instructions provided with your mobility aid to avoid delays at the airport.
• Download Avianca’s app for easy flight updates, check-in, and digital boarding passes.
• If you are traveling with your own wheelchair, inform the airlines of the type, weight, dimensions, battery type, and assembly/disassembly.

Avianca’s Wheelchair Assistance – What Should You Do At the Airport?

Here are some important aspects to consider: 

• Complete the online check-in process before landing.
• Upon reaching the airport, approach the dedicated Special Assistance counters to receive documentation verification and guidance.
• Be at the airport at least 30 minutes prior to your boarding time.
• Wheelchairs that are available on loan will be given to you from the check-in counter and will take you to your boarding gate or seat.
• Medical equipment and up to two mobility aids for passenger use may be carried free of charge and are exempt from carry-on limits.

Onboard the Aircraft

• Seats have movable armrests to ease transferring from wheelchairs.
• Emergency exit seating is unavailable for special assistance passengers.
• Restrooms aboard meet accessibility standards.
• Crew members provide personalized safety instructions and assist with mobility and overhead bin access.

Avianca’s Wheelchair Assistance Rules for Arrival and Connecting Flights

Passengers needing help will disembark last when everyone else has got off the plane. Some airports may require you to take the stairs and even a bus to get to the terminal. If a loaned wheelchair has been requested by you, then Avianca’s special assistance team will wait for you at the door of the aircraft. If any wheelchair service wasn’t reserved in advance, then you should inform the crew and wait until the assistance is being arranged. 

Those carrying personal wheelchairs must note that their mobility device will be delivered to them at the door of the aircraft or near the baggage claim area for excess luggage. 

If you have a connecting flight with Avianca then you will be assisted to the gate so that you may board the next flight. 

If your connecting flight is with any other airline, then the Avianca officials will help you get to the proper meeting point. Avianca’s team will also help you reach the baggage claim area, also guiding you in leaving the airport.

Avianca’s Guidelines for Wheelchair and Battery Guidelines

Here is what you have to know regarding bringing a wheelchair on Avianca, alongside the specified battery guidelines: 

• Allowed Free of Charge

Avianca permits a traveler to carry their own wheelchair and two other mobility equipment items free of charge. The policy applies only to the devices required due to a disability. If the wheelchair that you are carrying isn’t for personal use, in that case your device will go in as an additional checked baggage. 

• Reach Early 

If you are bringing your wheelchair along it is essential to arrive at the airport early – around three hours for domestic flights and approximately four hours in the case of international flights. 

• Provide Avianca Staff Details About Your Wheelchair 

To ensure that your wheelchair is transported safely, you must provide Avianca staff important specifications like the process of assembling, and disassembling it as per the manufacturer’s instructions, the battery types, and conditions to place it in the cargo hold (if any). 

• Things to Note During the Flight 

Customers can remain in their wheelchairs until the last moment till the time they board their flight. However, in a few airports you might have to hand it over a little early, for certain infrastructure purposes. If you’ve requested for your wheelchair to be delivered to you right at the door of the aircraft, upon reaching your destination, then you must note that this could take as long as two hours. A lot of it depends on the airport as well. For flights to/from the US, your wheelchair gets transported to the hold area as per the DOT regulations. 

• Battery Requirements

To ensure flight safety, airlines have specific regulations regarding wheelchair batteries.

Non-spillable batteries include dry, lithium, and nickel-metal hydride types. They are permitted in the aircraft; however, safe measures should be followed. The battery should be firmly fixed to the wheelchair, turned off, and the terminals must be protected to prevent short-circuiting.

Spillable batteries fall under  the category of wet-cell batteries. If these batteries have not been fully removed, they are not allowed to be carried together with the wheelchair. If you are bringing a spillable battery, it should be placed in a rigid, leak-proof container. Also, the container must be appropriately labeled to indicate the contents, and be safeguarded from short circuits. You should secure it in an upright manner and also shield it using sufficient absorbent material keeping the compatibility in mind. 

Also Read: Avianca’s Special Assistance for Flying During Pregnancy

Are the Transport of Spare Batteries Permitted? 

Of course, you are also allowed to carry spare batteries. However, there are regulations concerning the type and the amount of batteries allowed.

• Lithium: You are permitted to bring one spare battery that is up to 300 Wh, or two spares that are up to 160 Wh each.
• Nickel-metal hydride/dry: You can bring up to two spare batteries in rigid packaging.
• Non-spillable wet: You are allowed to bring one spare battery in rigid packaging.

Country-Specific Assistance Regarding Avianca’s Wheelchair Services 

Spain

For tourists in Spain, Aena, the airport authority, is responsible for handling the support. This help can be accessed at certain places inside the airport. It is required that you submit your application through Avianca at least 48 hours before the event to be sure that the service will be properly arranged.

London (UK)

If you are flying to London, please request assistance at least 48 hours before your departure. Then, at the airport, you can get in touch with the Avianca staff member to give you the aid that you require.

United States

Avianca provides all services in the United States that are in accordance with the regulations of the U.S. Department of Transportation (DOT) regarding the rights of people with disabilities. In case you are in the airport and have a problem or do not know what to do, you may request a Complaint Resolution Official (CRO) who is specially trained to assist passengers with disabilities.

Conclusion

A wheelchair assistance booking with Avianca is definitely a great way for a smooth and stress-free flight. The airline will be at your service from the time you check until your departure from the airport with the least possible hassle. By preparing in advance and understanding the specific guidelines for your destination, you can relax and focus on enjoying your journey. The care offered by Avianca makes it possible for people with disabilities to travel in comfort and be assured of their safety.

FAQs