Adria Airways

Passengers with special needs

Plan ahead

So that we can provide you with the necessary assistance on your journey to your chosen destination, please let us know how we can help you. We will make every effort to ensure that your journey is safe, comfortable and enjoyable.

It is important to book your ticket in advance and let us know what assistance you require.

Useful tips for passengers with special needs

  • Be sure to visit your doctor in good time so that he or she can prescribe any necessary quantities of medicines that you will require during travel;
  • if you are pregnant, it is advisable to keep your pregnancy record card or booklet with you, along with your valid travel documents.
  • if you are travelling with a wheelchair, check the rules for flying with a wheelchair and make sure you have the necessary spare parts;
  • check the rules on when you need an accompanying person aboard the aircraft and when you can travel alone;
  • on the day of travel, make sure you get to the airport sufficiently early so that the staff can take care of you without unnecessary hurry;
  • make sure there is enough time between individual flights. We recommend at least one hour. If less time is available, inform the cabin crew in advance, so that they can help you;
  • every airport in the European Union has specially trained teams at designated points ready to help you with airport procedures.

Passengers with special needs

Rules on carriage of disabled persons and persons with reduced mobility

Request assistance

If you require help aboard the aircraft or before boarding, please let us know as soon as possible. Our priority is to ensure your safety and comfort on our flights. In some cases this will mean the involvement of third parties, which may require a little more time.

We therefore recommend that you contact us with your request for assistance as soon as your needs are known, and no later than 48 hours before departure. You can either contact us directly or apply to your travel agent. Please provide us with all necessary information so that we can provide you with the assistance you need.

To help you, we have prepared a special disabled passenger declaration form. Please complete and sign the form and send it to your travel agent or the address below no later than 48 hours before your planned departure.

Our address

Adria Airways
Zgornji Brnik 130h
4210 Brnik
Slovenia

Definition of disabled person or person with reduced mobility

A disabled person or person with reduced mobility (PRM) is any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the services available to all passengers.

Safety restrictions applying to the carriage of disabled persons or persons with reduced mobility

Due to safety procedures, Adria Airways has introduced restrictions regarding the number of disabled passengers or passengers with reduced mobility who may travel with us. This number depends above all on the type of aircraft and the person accompanying the passenger.

Restrictions due to aircraft type
Aircraft type Maximum number of passengers who need assistance
while walking and boarding WCHR, WCHS* (including WCHC, DEAF/BLIND)
Maximum number of passengers who need assistance
until seated in the passenger cabin WCHC, DEAF/BLIND*
* Codes taken from ECAC Document 30. Check the meanings of the codes in the table below.

If you are a disabled person or person with reduced mobility, we reserve the right to refuse your booking or to refuse boarding if, owing to the size of the aircraft or its doors, boarding or carriage is physically impossible

CRJ 100/200 6 2
CRJ 900 8 2
Airbus A320 12 4

Restrictions due to accompanying person

As a general rule, the number of PRMs may not exceed the number of able-bodied passengers capable of providing assistance in an emergency. This restriction applies to the total number of PRMs.

Blind/visually impaired and deaf/hearing impaired passengers travelling without assistance are not counted as PRMs.

When is an accompanying person necessary?

Never claim to be self-sufficient if you are not, this could cause you and us serious problems because we may not be able to meet your basic needs. If you would like to travel alone but are unsure whether you count as self-sufficient, please consult the following guidelines:

  • you must not be reliant on supplementary oxygen;
  • you must be capable of feeding yourself;
  • you must be capable of moving from a passenger seat to an on-board wheelchair, if such a wheelchair is available;
  • you must be able to communicate with cabin crew and understand their advice and instructions;
  • you must be capable of using the toilet facilities unaided;
  • you must be capable of administering your own medicines and medical procedures.

If you do not meet all of the above conditions, you may not travel alone.

What passengers must always travel with an accompanying person?

In order to meet applicable safety requirements, we may require that a PRM is accompanied by another person (accompanying person) capable of providing the assistance required by the PRM in connection with the above conditions.

The following passengers must always travel with an accompanying person:

We will make a decision on whether an accompanying person is necessary for your journey after you have informed us about your disability by completing the Declaration form. If it is decided that you must travel with an accompanying person, we will inform you of the decision in writing (on request and within five working days).

What passengers may travel without an accompanying person?

The following passengers may travel without an accompanying person (provided they meet the conditions for self-sufficient travel):

  • MAAS;
  • BLIND or visually impaired. These passengers may travel with an assistance dog in the passenger cabin;
  • DEAF or hearing impaired. These passengers may travel with an assistance dog in the passenger cabin.

Any assistance dog for blind/visually impaired and deaf/hearing impaired passengers must be fully trained for this purpose and must wear a muzzle. A medical certificate must be provided as evidence of the passenger’s dependence on an assistance dog. Assistance dogs are carried free of charge, in the passenger cabin or in the cargo hold.

Safety regulations applying to the carriage of disabled persons or persons with reduced mobility

What is the role of an accompanying person?

  • An accompanying person must be an able-bodied person at least 16 years old.
  • Where possible, the accompanying person will be seated next to the PRM and will assist him/her in all circumstances.
  • The accompanying person can sometimes play an essential role in assisting the crew in the event of an emergency evacuation of the passenger cabin. For this reason the cabin crew will give the accompanying person special instructions with regard to security procedures.

Where can PRMs sit?

  • PRMs will not be seated in rows with emergency exits.
  • They should be seated close to emergency exits in a manner that does not impede crew members in their duties or obstruct access to emergency exits or emergency equipment.
  • Only one PRM may be seated in each row.

How are blind/visually impaired passengers briefed about procedures?

Blind and visually impaired passengers and their accompanying persons are given a special briefing by cabin crew before take-off for the purposes of orientation and in order to inform them about procedures in an emergency situation.

Group travel by disabled passengers and PRMs

We will do our best to provide carriage for groups of PRMs. Depending on the type of disability, the permitted group size and conditions of carriage may vary. We shall determine the number of accompanying persons necessary for each group separately, according to circumstances.

Rules for the transport of wheelchairs

  • As a general rule, a battery-powered wheelchair will not be accepted for carriage if its dimensions and/or weight do not permit it to be loaded in an upright position into the hold of the aircraft, using a conveyor belt or forklift.
  • You will be asked about the weight and dimensions of your wheelchair when making your booking.
  • Wheelchairs powered by wet cell (spillable) batteries are not accepted for carriage on Adria Airways flights.
  • Wheelchairs powered by dry cell batteries will be accepted for carriage provided:
    • the battery is disconnected;
    • the terminals of the battery are insulated;
    • the battery is securely attached to the wheelchair.
  • Manual wheelchairs will be accepted for carriage.
  • On-board wheelchairs are not provided on our aircraft.

The final decision rests with the captain.

The final decision regarding all aspects of the safety of carriage and of other passengers rests with the captain commanding the aircraft.

Travelling when pregnant

Travelling when pregnant

It is safe to fly during pregnancy

Provided of course that the future mother is in good health and enjoying an uncomplicated pregnancy. Before flying it is advisable to visit your gynaecologist, who will be able to answer all your questions and clear up any doubts.

The key cut-off date is the 37th week of pregnancy

Up to the 37th week of pregnancy you can travel without any special certificates, although it is still a good idea to consult your doctor.

After the 37th week of pregnancy, you need a doctor’s certificate in order to travel by plane. The certificate, which must be issued no more than seven days before the date of travel, confirms that travelling will not harm your pregnancy.

Make sure that flying during pregnancy is safe and comfortable for both of you

If you are able to plan in advance, the best time to fly is in the middle of pregnancy, roughly between the 14th and 28th weeks, which is also when you are feeling best. If you are going abroad for a longer period, don’t forget to calculate what stage of pregnancy you will be at on your return and make sure you have a doctor’s certificate if necessary.

Air travel is not suitable for mothers and newborn babies in the first seven daysafter birth.
It is advisable to keep your pregnancy record card or booklet with you, along with your valid travel documents, since this contains all necessary information about your pregnancy.

Rules about flying during pregnancy can differ from airline to airline, so be sure to check carefully when booking flights. Choosing the right seat. Aisle seats offer you the most comfort and the shortest route to the toilet facilities.

For greater comfort, fasten your seatbelt under your belly. We recommend a suitable amount of movement during the flight (for example moving the feet in a circular pattern while seated). Should you experience difficulties of any kind, call the cabin crew without delay. Drink more water than usual because of the dry air in the cabin.

Personal assistance

When is an accompanying person necessary?

Never claim to be self-sufficient if you are not, this could cause you and us serious problems because we may not be able to meet your basic needs. If you would like to travel alone but are unsure whether you count as self-sufficient, please consult the following guidelines:

  • you must not be reliant on supplementary oxygen;
  • you must be capable of feeding yourself;
  • you must be capable of moving from a passenger seat to an on-board wheelchair, if such a wheelchair is available;
  • you must be able to communicate with cabin crew and understand their advice and instructions;
  • you must be able to use the toilet facilities unaided;
  • you must be capable of administering your own medicines and medical procedures.

The accompanying person must be

  • at least 16 years old;
  • familiar with the passenger’s health status;
  • capable of providing first aid;
  • physically capable of helping the passenger in the event of evacuation or forced landing;
  • physically capable of accompanying the passenger to the toilet and assisting him/her there;
  • able to assist the passenger in all situations;
  • familiar with emergency procedures.

Travelling with children

Travelling with children

Essential information

Before setting off

All children, whatever their age, need their own identity document with photograph. Even babies need their own tickets, although babies and infants (children under 2 years old) do not need their own seat.

You may take a child’s car seat or folding pushchair right up to the aircraft door or steps, along with a suitable (small) quantity of food. Leave the car seat or pushchair at the aircraft door or steps and collect it from the same place after landing. If you wish to have your child’s car seat with you in the cabin, you will need to purchase an additional seat.

Unaccompanied children

Adria Airways child escort service

Sometimes it is unavoidable that your child has to travel alone. No problem! Our escort service will ensure a comfortable flight and a safe landing, not to mention an unforgettable memory of an adventure among the clouds.

Our cabin crew will talk to your child, check his or her documents and provide the best possible care throughout the flight. After landing the cabin crew will deliver your child into safe hands.

Make sure your child’s travel documents are in order, and check whether a visa is required.

How to organise an escort for your child

When you make the booking we will ask you for the personal details (full name, address, telephone number) of the contact person who will accompany the child to the departure airport and the person who will be meeting the child at the arrival airport.

Services for unaccompanied children are subject to a fee of €40 for each flight segment.

How to ensure a carefree flight

Choose a destination appropriate for your child’s age

Many parents ask themselves the same questions before a flight: Will my baby sleep during the flight? What happens if he/she cries? How do I get my child to sit quietly during the flight and not disturb other passengers?

It is more difficult for children to cope with dry air, low air pressure and restricted space than it is for adults, so when travelling with babies and small children try to choose shorter flights with as few connecting flights as possible.

Make sure your child has had all necessary vaccinations and check your child’s general well-being before the flight.Travelling with children

Prepare your child for the flight

Don’t forget to bring your child’s favourite toys, books, colouring books, colouring pencils and small snacks they are familiar with and like.

Our staff will be happy to help you find your seats, deal with your pushchair and ensure your child’s seatbelt is correctly fastened.

If a baby cries a lot during a flight, this may be because the difference in air pressure hurts his/her ears. We therefore recommend giving your baby plenty to drink during take-off and landing.

Travelling with children

Feeling comfortable at the airport

It’s a good idea to dress your child in layers because there can be considerable differences between the outside temperature, the temperature in the airport and the temperature aboard the aircraft. Don’t forget warm socks – children can wear them during the flight instead of shoes for greater comfort.

A large playroom is available at Ljubljana Jože Pučnik Airport for families waiting for flights: here children can burn off excess energy before take-off. Playrooms like this are now found at most major airports.

Travelling with animals

Travelling with animals

Travelling with animals

If you are planning to travel with an animal, you must inform Customer Care in advance, since acceptance is subject to availability. Transport of an animal is subject to a fee and is not part of your free baggage allowance.

Conditions of carriage for animals

We can arrange safe and comfortable transport for your pets, provided certain conditions are met and safety regulations are followed:

  • The animal you wish to take with you must be in a suitable and secure animal bag / container.
  • You must be in possession of all medical certificates and records of vaccinations, entry permits, transit permits, exit permits and other documents required for animals by states of entry and/or transit.

We can only carry animals if you accept full responsibility for them.

Transportation in the passenger cabin

You may transport a dog or cat in the passenger cabin provided it weighs no more than 8 kg including the pet bag/container. The maximum dimensions of the pet bag/container depend on the aircraft type.

The pet bag/container must be leakproof and large enough for the animal to turn around and stand up in.

The pet bag/container must be placed under the seat. It may not be transported on the passenger’s seat.

Only one pet bag/container is allowed per passenger.

Service animals

Service animals may travel in the passenger cabin. They are accepted free of charge, without restrictions of weight or size. You must inform the airline in advance that you are planning to travel with a service animal, since acceptance is subject to availability.

Transportation in the hold

Any small animal other than a dog or cat (mice, rats, hamsters, guinea pigs, rabbits, ferrets, squirrels, etc) must be transported in the hold. Dogs or cats weighing up to 8 kg that would qualify for travel in the passenger cabin may be transported in the hold at the owner’s request.

Any animal weighing more than 8 kg (including content) must be transported in the hold.

Number of animals per container: if more than one animal is to be transported in a container, every animal must be able to stand, lie and move. Animals must be used to cohabitation. In the case of adult animals, two animals of comparable size and of up to 14 kg each may be carried in a single container. If animals are less than six months old, three animals are permitted in one container.

Contacts

Customer Care for customer support, bookings and information

For all questions and information you can reach us by using the contact information below. Our friendly staff will be happy to give you all the answers you need.

Adria Airways Customer Care for bookings and information

T: +386 (0)1 369 1010 (for calls from abroad)

Working hours: Everyday from 9 a.m. to 5 p.m. Please note that all times are in Central European Time (CET).

Adria Airways flight irregularity center (in case of delay or cancellation):

T: +386 (04) 259 4582

Working hours: Everyday from 5.30 a.m. to 9 p.m. Please note that all times are in Central European Time (CET).

Adria Airways Special Assistance

Adria Airways Special Assistance
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