Special needs

People with reduced mobility (PMR)

According to the provisions of Regulation (EC) 1107/2006, a person with reduced mobility due to physical, sensory or locomotive incapacity, whether permanent or temporary, requiring special attention is considered to be Person of Reduced Mobility (PMR) And the adaptation of the services made available to all Passengers.

For safety reasons, the aeronautical regulation establishes a maximum number of PMR per flight and requires that in certain conditions travel accompanied.

The Passenger must communicate their special needs at least 48 hours before the departure of the flight, through the Call Center 902 808 065, in his Travel Agency or in the Sales Offices of the airports.

Types of passengers with special needs:

– Passengers with reduced mobility:

  • Passenger requiring assistance at all times.
  • Passenger who can go up and down stairs in addition to moving by himself inside the plane.
  • Passenger who needs help getting up and down stairs, but can move by himself inside an airplane.

– Passenger with difficult vision.

– Passenger with hearing difficulty.

– Passenger with intellectual disability.

– Others:

  • Passenger with oxygen on board.
  • Passenger with plaster.
  • Temporary disability requiring assistance.
  • Passenger dependent on a guide dog or emotional support.

It is important that the passenger appreciate that the “Other” category does not include:

  • Minor passengers.
  • Pregnant (less than 32 weeks of gestation and with unproblematic gestation).
  • Overweight people.

According to Regulation 1107/2006, of 5 July 2006, on the rights of persons with disabilities or reduced mobility in air transport, this service does not require any additional cost for the client.

When is it necessary to be accompanied?

For Canaryfly safety standards are fundamental and in some cases it is not possible to cover the assistance needs. It is mandatory that any person with a disability and need for assistance travel with a companion if he is not able to fend for himself.

Please note that Canaryfly does not provide sanitary, hygienic or safety assistance and therefore passengers with reduced mobility who are not self-sufficient must always be accompanied.

To be able to travel unaccompanied, a passenger with special needs must be able to:

  • Release the seat belt.
  • Recover and put on the lifejacket.
  • Put on the oxygen mask without assistance.
  • Understand the safety instructions and follow the information communicated in all accessible formats.

In many cases, the disabled person can use restraint devices, help or comfort to travel more comfortably. It is possible to carry them and use them as long as they fit in the seats and allow the seat belt to be attached, but Canaryfly does not facilitate these devices.

A valid PMR Companion is considered to be the person over 16 years of age who travels with her, in order to provide the help she may require during the trip.

A guide dog is considered as a valid companion for a blind or physically disabled person traveling alone.

Service request

The service must be requested at least 48 hours in advance of the departure of the flight, through the Call Center 902 808 065, Travel Agencies or in the Sales Offices of the airports, indicating the type of special need.

Civil Aviation regulations limit the number of passengers with reduced mobility per flight, so our flights are affected by these restrictions.

With the implementation of European Union regulation 1107/2006, ground handling of passengers with reduced mobility has become the responsibility of the airport managers or the agents in which they delegate, so that a minimum time of 48 Hours to be able to communicate to the service manager the needs of our passengers on a specific flight. At EU airports assistance can be provided from any meeting point specified at the airport: not only at the Terminal but also outside the terminal, such as parking or bus or taxi station stop at the Terminal at the airport. That the client has his flight of departure or arrival. These meeting points have an intercom to request the presence of the assistant.

Security Restriction Information

  1. Seats

All Canaryfly flights are without assigned seat, the assignment of seats to the PMR will be performed by cabin crew following the safety criteria.

  1. Special conditions for flying

The passenger needs to travel on a stretcher:

Canaryfly establishes 72 hours minimum to make the request of a stretcher service. The request will be made through the Call Center 902 808 065. The passenger must provide the pertinent medical authorizations in these cases.

The Passenger has plaster ends.

  • Passenger who travels in plaster from waist up will only need a seat to travel.
  • Passenger with both legs plastered, must travel on a stretcher.
  • Passenger with left leg plastered, occupying two seats, leaving its healthy side down the aisle.
  • Passenger with the right leg plastered, occupying two seats, leaving its healthy side down the aisle.
  • Passengers whose calf-only cast must reserve two seats for travel, provided they can not flex that limb.

Before flying it is necessary that at least 24 hours have passed since the passenger has been plastered since the pressurization of the cabin can cause in the leg a swelling higher than normal and can deform the plaster.

The passenger needs to take medication:

Medical supplies or vital drugs that the passenger must carry with him or her as carry-on luggage must comply with the regulations for hand luggage and must be accompanied by the corresponding medical documentation or medical certificate attesting to the need.

Passengers with controlled substances and / or injectable substances are advised to carry a letter / prescription from the doctor confirming the data of the substances and their intended uses.

The passenger travels with a wheelchair or mobility aid.

In accordance with Regulation (EC) 1107/2006, it is allowed to carry up to two mobility equipment per person with disability or reduced mobility, without additional charge.

Canaryfly does not have a wheelchair or space to locate the passenger’s own inside the passenger cabin.

In order to avoid possible damage to the aircraft and total safety in flight, mechanically driven wheelchairs will only be accepted on the flight in the hold, provided that the following requirements are met:

  1. Wheels driven by dry batteries.

Wheelchairs equipped with anti-skid accumulators can be transported as checked baggage whenever the accumulator is disconnected, its terminals are insulated to prevent possible short circuits and the accumulator is properly secured to the wheelchair.

  1. Wheels driven by wet batteries.

Wheelchairs equipped with spillable accumulators may be carried as checked baggage, provided that the wheelchair can be loaded, stowed, secured and always discharged in an upright position and that the accumulator is disconnected and secured to the chair and its terminals are insulated To avoid possible accidents. If these requirements are not met, the storage tank must be separated from the chair, which can then be transported as checked baggage. The accumulator shall be suitably packed in the following manner:

  • The packaging must be leakproof, unalterable to the electrolytic and protected against violent movements.
  • Accumulators must be protected against short circuits, and must be placed vertically in packages surrounded by absorbent material.

The passenger can carry the lithium battery according to the expressed standards, as hand luggage respecting the measures of hand luggage established, 45x35x25 cm, and 6kg of weight.

  1. Of wheels driven by lithium batteries:

Wheelchairs or other similar motor aids powered by lithium-ion batteries for use by passengers with restricted mobility due to disability or disability, health or age, or a temporary mobility problem (eg, fractured leg ), Are subject to the following conditions:

(A) Batteries must be of a type that is likely to meet the requirements of each test in the Manual of Tests and Criteria, Part III, subsection 38.3;

  1. B) the battery terminals are protected against short circuits, eg.That are enclosed in a battery container; The battery is secured to the wheelchair or mobility aid; 3. electrical circuits are inhibited.

(C) a mobility aid powered by a battery, wheelchair or similar device is specifically designed to enable the user to remove the battery (eg folding):

  1. the battery must be removed.The wheelchair / mobility aid must be transported as checked baggage without restriction;
  2. short-circuit batteries must be protected by isolating the terminals (eg by plugging the exposed terminals);
  3. Protect the batteries from possible damage (eg) by placing each battery in a protective case.Batteries must be transported in the passenger cabin;
  4. Removal of the battery from the device must be carried out following the instructions of the manufacturer or the owner of the device;
  5. the battery should not exceed 300 Wh, for equipment requiring two batteries for operation, each battery should not exceed 160Wh;
  6. A spare battery that does not exceed 300 Wh or two spare batteries not exceeding 160 Wh can be transported.(and)

The passenger needs oxygen on board:

Passengers requiring extra oxygen or other medical equipment or other on-board facilities must notify Canaryfly at least 48 hours in advance via the Call Center 902 808 065.

The cylinder must not exceed 5kg gross weight and will be fixed to the passenger seat by means of a baby belt. Passengers are not authorized to use the airplane’s fixed oxygen or emergency manning.

Canaryfly admits bottles of the passenger, which are duly certified and approved for use on board.

Bottles of oxygen will be for medical / therapeutic use only.

The passenger travels with guide dogs or emotional support:

Guide dogs / guide with a passenger can access the cabin, and will be transported free of charge. This service is at the request of the Passenger and must notify you through the Call Center 902 808 065, your Travel Agency or at the Sales Offices at airports.

It will be placed at or above the passenger’s feet, in the place that least annoys the rest of the passage and does not hinder traffic in the aisle.

Remember that:

  • You should not need a muzzle.
  • For dogs within the Autonomous Community of the Canary Islands, dogs older than three months must be in possession of the Official Health Card under the conditions set out in the regulatory provisions of the Antirrábica Campaign in the Canary Islands.
  • Companion pets traveling with non-profit travelers must be accompanied by an official veterinary certificate stating that they do not have any infectious or contagious disease or parasites, which shall be valid for 7 days from At the time of issue.

We always advise to contact your veterinarian for more information.

A guide dog is one trained specifically to assist a disabled person who has obtained recognition from a charity, one that is a member and meets all the criteria of the International Federation of Assistance Dogs (ADI), the accreditation body Of the worldwide assistance dogs.

If you are traveling with an assistance dog or emotional support, you must be trained and certified so you can get on board as a guide dog. It is important that such approval be presented, by means of a physical certificate, in billing since otherwise it will not be able to board. In case of not presenting the necessary certification issued by a psychiatrist or psychologist duly collegiate, it could only be accepted as long as it complies with the conditions of transport as animal in cabin, taking into account the regulatory measures of the trasportín, weight of the dog and contracting the service previously.

Other queries

For any communication or management with the company you should contact the Call Center 902 808 065.

Unaccompanied Minors (UM)

As a general rule, children under 12 (Child) must travel accompanied by a passenger, who must be at least 18 years old. However, it is possible that children over 5 and up to 12 years of age can travel unaccompanied within the Schengen area (Community flights).

For this, the Passenger can request our service of unaccompanied minors (UM), which carries an additional cost to the ticket price of € 30, through the Call Center 902 808 065, your Travel Agency or the Sales Offices Of airports.

This service consists of the accompaniment by the staff of Canaryfly in the embarkation, during the flight and in the arrival to the destination. The children will be under the care of Canaryfly staff. The Billing agent in charge of the child will escort him to the door of the plane and give it to the crew. Once in destination, the crew will deliver it to the billing personnel who will escort him to the person in charge of picking it up at the destination that will appear on the cited document and signing it.

Always ask for authorization and also the name and telephone number of the adult who delivers it to the airport of origin and the adult person who picks it up at the destination airport.

The adult person who delivers it, will do it to the billing staff, filling in and signing the document “Documentation for Unaccompanied Minors”. Minors under 5 years of age will never be able to travel alone.


  • The adult who accompanies the minor at the airport of departure must be presented sufficiently in advance at the airport, in order to complete the Disclaimer document, providing the data of the person who delivers the child , As well as those of the person who will receive the child upon arrival.
  • That this same person delivered at the time of invoicing, the documentation of the child that must consist of:

O Ticket with confirmed reservation for the whole trip.

O Completely discharged Disclaimer, with the contact details of the person / s that will receive the child.

O Passport and visas, if necessary, and any other additional documentation.

O Authorization of the parent / guardian, together with a photocopy of the DNI of the person authorized, to be picked up by our staff at the airport (only when the person delivering the child is neither the parent / guardian).

  • That the responsible of the child does not leave the airport, until the airplane takes off.
  • An adult who is of legal age to take care of the child and to be present at the airport of arrival, identifying the personnel of the company for the reception of the child.To that end, they must prove their identity presented the corresponding document, as well as sign the disclaimer upon receipt of the child.
  • Reservations are not allowed for the escort service of children, in cases of flights in connection with other transport companies, or Canaryfly flights in which the trip requires a stop-stay with an overnight stay on an intermediate scale.
  • Canaryfly staff will take care of the child from the moment the flight begins to embark at the Passenger Terminal, with documentation and billing completed, accompanying him to the plane, and deliver it to the flight crew, Which will accommodate him on board conveniently, in a seat designated to have him under his care and attention.
  • Canaryfly staff will receive it upon arrival, delivering it to the person (s) authorized in the Disclaimer Document at the Airport Passenger Terminal.This authorized person (s) must prove their identity by presenting the ID / Passport.

Those over 12 years and under 18 years can travel alone on board, but if they wish, passengers can request the service of unaccompanied minors, following the requirements and procedures described above.

Transport of babies and children

Transport of babies (Infant)

Infant (Infant) is considered when the person has not reached 2 years on the date of the flight. Each baby must be accompanied by an adult and be older than 7 days.

If a Passenger wishes to travel with two babies, one of them must have attained 18 months on the date of the flight and occupy a seat with an approved chair / adapter, the adult must reserve the seats and pay one as if he were a child ).

The baby should be seated on top of the adult, as long as the seatbelt sign is on, the seatbelt surrounds the adult only and the baby is secured with an extra belt (kangaroo belt) attached to the adult’s belt.

Child transport (Child)

It will be considered a child when the person is over 2 years old and has not reached the age of 12 on the date of the flight. Children have the right to seat and baggage allowance. They can not travel in emergency exits seats.

Transport of animals

The passenger may contract the transport service for domestic animals such as dogs, cats and birds, both in the cabin of passengers (PETC) and in the hold of the airplane (AVIH), provided that the quota of animals determined by Canaryfly .

This service is at the request of the Passenger and must request it through the Call Center 902 808 065, your Travel Agency or in the Sales Offices at the airports at the time of making your reservation.

The transport of animals on board Canaryfly is subject to acceptance by the company.

A pet is considered PETC (animal in a passenger cabin) if it weighs less than 6 kg including the animal and its complements as the carrier (this limitation is not applicable to guide dogs), and carries a cost of € 10. It is considered AVIH if it weighs more than 6 kg, whose cost is 25 €.

Within each carrier can go several animals of small dimensions as long as they are of the same species and animals can move naturally. In the case of dogs and cats, no more than 2 per container, from 8 weeks to 6 months of age, of a comparable size between the animals, provided that it does not exceed the overall weight mentioned above.

PETCs must travel in their approved cage or bag whose dimensions can not exceed 45x35x25 cm.

Each container must be appropriate for the type of animal to be transported. It must be able to hold the animal inside all the time, bear the weight of another load that could damage it or cause deformations in its structure. It should allow the animal to stand, rotate and lie down naturally.

The animal must be transported under suitable hygienic conditions.

Food and beverage containers should be covered to prevent their contents from spilling. The transport of the cage / container should be done on the ground, placing it between the feet of the Passenger or under his seat. It is forbidden to transport the cage / container in the seat attached to the Passenger, even if it is empty, or on the legs. All animals that, due to their special characteristics (bad smell, sanitary condition, hygiene or violent behavior) could be annoying to the rest of the passage.

Passengers who transport animals must take care of them at all times, responding to any problems they may cause. The animal can not be removed from its cage / vessel in any case from the embarkation to the landing of the aircraft. Only one animal per cage / container may be transported.

The Passenger transporting PETC must sign the authorization and disclaimer that will be delivered at the company’s billing desk and pay the corresponding amount.

Brachycephalic animals are those flat-nosed animals (such as dogs and cats) that are not warm-weather animals and have difficulty regulating the body’s normal temperature in warm climates. Therefore, these animals are very sensitive to heat and suffer from respiratory problems. This breathing difficulty can be increased in situations of high stress.

As a precaution, animals of this type will only be transported in cabin, with the limitations indicated for the PETC (up to 6 kg including the carrier, maximum measures 45x35x25)

The following is a list of the most common brachycephalic dog and cat breeds:


  • Boston Terrier
  • Boxer
  • Brussels Griffon (Small Brabanzo)
  • Bullmastiff
  • Bull Terrier
  • Pug or Carlino
  • Chow Chow
  • Dutch Pug (Mopshond, Mops Hund, Carlino)
  • English bulldog
  • English Toy Spaniel (King Carlos Spaniel)
  • French Bulldog
  • Lhasa Apso
  • Chin Chin (Chin, Japanese Spaniel, Japanese Pug)
  • Pekingese
  • Pug
  • Shar Pei
  • Shih Tzu
  • Staffordshire Bull Terrier
  • Tibetan Spaniel
  • Mastiff / Neapolitan mastiff
  • Dogue de Bordeaux


  • Burmese
  • Exotic
  • Himalayas
  • Persians

In the case of transporting dogs:

  1. For their circulation within the Autonomous Community of the Canaries, dogs over three months must be in possession of the Official Health Card under the conditions provided for in the regulatory provision of the Antirrábica Campaign in the Canary Islands.
  2. In the case of movements between sanitary units of commercial consignments of these animals or of those belonging to centers or establishments obliged to be registered in the Register of Livestock Farms of the Canary Islands, in addition to being accompanied by the documentation provided for in The previous section, must request authorization from the Production and Animal Health Service, for the purposes of issuing the corresponding Sanitary Guide.

When transporting other animal species is carried out under the following conditions:

(A) Companion pets traveling with non-profit-making travelers: they must be accompanied by an official veterinary certificate stating that they do not have any infectious or contagious disease, which shall be valid for 7 days from The time of its issuance.

  1. B) Items of animals from centers or establishments obliged to be registered in the Fifth Section of the Register of Livestock Farms of the Canary Islands: in this case, the owners of these must request authorization from the Animal Production and Health Service for the purpose of issuing The corresponding Sanitary Guide.

In accordance with Royal Decree 287/2000 of 22 March, implementing Law 50/1999 of 23 December 1999 on the legal regime for the possession of potentially dangerous animals, The potentially dangerous canine species, as well as dogs weighing more than 20 kg, must carry a muzzle.

Guide dogs and animals for emotional support

The passenger who requires a guide dog or emotional support animal, must act according to the procedure described above. The animal will be able to travel both in cabin and in warehouse and without additional cost.

In case of traveling in cabin, the animal will be placed next to the Passenger, in the place that less annoys to the rest of the passage and does not hinder the passage through the aisle. The limit of one animal per available seat row is set.

Current documentation of a licensed mental health professional is required stating that the passenger has a mental health related disability and it is necessary for his mental health that the animal accompany him.


Pregnant women wishing to fly between 28 and 35 weeks, both included, must prove the medical certificate confirming the ability to fly.

Although no deadline is set, IATA recommends not to fly within 7 days prior to and 7 days after the date of delivery.

In all cases, before starting the flight the passengers must sign the document Disclaimer Company Billing, for any eventuality that may arise resulting from their state during flight.

Special medical situation

Passengers in a special medical situation are considered those whose health status is therefore questionable for reasons of own risk and risk to other Passengers (cases of contagion).

The Passenger must communicate his / her special medical situation at least 48 hours before the departure of the flight at the Call Center, at his Travel Agency or at the Sales Offices at the airports.

Passengers who require medical authorization for the trip will be considered PMR, requiring the signature of the Disclaimer document. Therefore it is recommended to consult the information published in Passengers with Reduced Mobility.

The following cases are highlighted:

  1. Premature babies: For the health of the baby is not recommended the transport of babies less than 10 days;In the particular case of our company will not be transported to any baby of less than 7 days in an air transport commercial regime.
  2. Pregnant women, if pregnancy exceeds 32 weeks at the time of flight or problematic pregnancies.The passenger will be required to have a medical certificate and the signature of the Disclaimer.
  3. Passengers of the canary health service in transfer.
  4. Passengers not included in these groups, with non-contagious, acute or chronic diseases, medical or surgical, that by their characteristics at the time of the flight can be admitted on board in the opinion of the authorized doctors, because it is not foreseeable that the transport May cause aggravation or death.

Refusal of MEDA passenger air transport

The following MEDA cases will not, in principle, be accepted by medical services for air transport:

  • Persons who have physical complications such that the flight results in an aggravation of their condition or represents a life risk.
  • Passengers requiring medical assistance on board and not accompanied by trained personnel.
  • Persons to be transported in an aerial commercial flight, which due to their conditions give off a bad smell, have serious malformations or other unusual characteristics that may offend the rest of the passage.
  • Persons who due to their physical and / or medical conditions may affect the safety of the rest of the passage and / or their belongings, the airplane and / or the crew.
  • Passengers who refuse or do not accept the special conditions of their transportation established by this company.
  • Cases where the person’s diagnosis is required and the passenger’s physician does not provide such information to medical services.
  • People with communicable diseases.

NO Medical Cases (NON MEDA)

Passengers who do not require medical authorization for transportation and only need special assistance on the ground and / or by Cabin Crew during an emergency evacuation or during the flight and are not included in the MEDA passenger list.


902 808 065

From 7:30 a.m. to 9:30 p.m.


Canaryfly Special Assistance

Canaryfly Special Assistance
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