Nuestro objetivo es que viaje con la mayor comodidad posible dentro de los límites de un avión. Sin embargo, hay limitaciones para garantizar la seguridad de todos los pasajeros. Consulte a su agente de reservas o a Air New Zealand.
Observe que debe haber facturado 60 minutos antes de la salida de su vuelo nacional de Nueva Zelanda para estar seguro de que podemos facilitarle la asistencia especial solicitada.
Before you Travel
Online Booking
En el aeropuerto
En el avión
Eagle Lifting Device
Before you Travel
Air New Zealand uses three "Special Service Request" (SSR) codes which are entered into your booking. All airlines use these to help identify just what level of assistance you require (if any). Our staff may ask you questions about your ability to transfer into and out of the aircraft seat and will enter the code most appropriate to your needs into your booking.
Please see more details on the codes.
If you are connecting to another airline during your travel, it pays to contact the airline concerned to find out what services they provide and what information they require from you to meet your needs.
Online Booking
If you use a wheelchair for mobility and wish to book online, most types of wheelchair assistance may now be requested as part of your online booking. If the kind of assistance you require is not covered by the online booking options, please contact the Air New Zealand Contact Centre to ensure your booking is made with the necessary supporting documentation.
En el aeropuerto
Entrada
We ask you to check-in at least 30 minutes before the usual check-in time. Esto nos permite ocuparnos de sus exigencias de viaje y de asiento antes de los de otros clientes. Please don't check in via an automated airport kiosk as it is important that we have the opportunity to discuss and confirm the exact level of assistance you require.
Please advise the check in agent if a lifting device or aisle chair is required. For the lifting device, please state your preference for a male or female staff member to assist with positioning of the lifting sling.
If you choose, your wheelchair may be checked-in and you will be provided with an airport wheelchair and assisted by staff to get to your aircraft seat. Where an air-bridge is available, you may choose to remain in your own wheelchair until you reach the door of the aircraft. Your chair will be tagged at check-in and taken to the baggage hold from the aircraft door.
Your personal wheelchair and shower chair will be carried in the cargo compartment at no extra charge. Please ensure they are labelled with your name and address.
For sports or other wheelchairs, excess baggage charges may apply if your checked-in baggage exceeds your free baggage allowance. If a disassembled sports wheelchair breaks down into 2 or 3 pieces, this will be counted as just 1 piece in the baggage calculation when governed by the "piece" system.
As many wheelchairs are uniquely designed for your personal requirements it is helpful to have written user instructions attached so our staff can pack, stow, and reassemble your wheelchair as carefully and quickly as possible.
Carriage of battery powered wheelchairs on all Air New Zealand flights:
- Safety regulations require that the terminals on non-spillable batteries are protected against short circuit and the battery is securely attached to the wheelchair or mobility aid.
- If the chair or mobility aid has a spillable battery, it must be disconnected, the terminals protected from short circuit and the chair/mobility aid stowed in an upright position. This normally means removing the battery for stowage.
- Please ensure that you inform staff at check-in, what type of battery your chair or mobility aid contains.
Please note, as battery-operated wheelchairs are not completely collapsible, they cannot always be accommodated on certain smaller aircraft types. Please check with Air New Zealand before booking, as you will need a confirmation as to whether your wheelchair can be carried.
To and From the Aircraft
Where an air-bridge is available, you may remain in your own wheelchair until you reach the door of the aircraft. An earlier boarding gate reporting time may be advised at check-in. Early boarding allows time for a private transfer into the aircraft and for the transportation of wheelchairs to the aircraft hold. Should you wish to take advantage of early boarding please advise one of our gate agents.
At the aircraft you will either:
- self transfer into the aircraft seat
- or transfer with the assistance of your own support person
- or our staff will utilise the Eagle lifting device to make the transfer (within New Zealand only - Auckland, Wellington, Christchurch, Rotorua, Dunedin, Palmerston North and Queenstown airports).
If required, a lifting sling (used with the Eagle lifting device) will be positioned within the privacy of the air-bridge and either a male or female staff member may be requested to assist you with this. The wearing of shorts or long trousers is recommended for your privacy and comfort.
Please note that the Eagle lifting device is not available during the flight. It is ground based equipment at New Zealand airports.
On arrival, you will be met by our staff with an airport wheelchair or your own chair upon request. Where applicable, they will assist you through Customs and Immigration and help with retrieval of your baggage in the arrivals area.
En el avión
Onboard Skychair
All Air New Zealand International Boeing 777, 747, 767,737 and Airbus A320 aircraft have an onboard skychair (a specially designed onboard wheelchair that fits within narrow aircraft aisles). The skychair is used to take you to your seat and can be used to access the toilets on board the aircraft during the flight.
Limitations of space mean skychairs are not available inflight on Air New Zealand Domestic flights. Airports are equipped with skychairs and aisle chairs for aircraft arrivals and departures and will be used to get you to and from your seat. You will need to remain in your seat for the duration of the short sector domestic flight.
Tetraplegic Harness
All Air New Zealand aircraft are equipped with a special torso harness to provide additional support and restraint in the aircraft seat. Please request this at the booking stage and on board the aircraft. Due to FAA regulations passengers requiring a torso harness for support are unable to be accommodated in our Business Premier cabin due to the harness interfering with the in seat airbag.
Support Onboard
Our cabin crew will do everything to make your flight as comfortable as possible. There are however varying degrees of assistance that our crew are able to provide on board if you are unable to self-transfer.
For Travel on International Services other than to/from the USA
If you normally require a mechanical lifting device, or a two person manual lift to transfer to/from your seat, you will need to travel with a support person to provide this assistance during your flight. The support person needs to be able to perform an upper body lift. Our crew can assist with lower body transfers only.
For Flights to/from the USA
US Department of Transportation Law requires Air New Zealand staff to assist with transferring you to/from the aircraft seat when required. Our staff use a number of transfer techniques and various specialist equipment. Assistance will be available in transferring you to/from the onboard lavatory using an onboard aisle chair, but our staff are unable to provide any assistance inside the lavatory.
If you are unable to physically assist with your evacuation of the aircraft in the event of an emergency, you will be required to travel with a safety assistant.
For Travel within New Zealand
If you are unable to independently transfer or you require more than minimal assistance by one person, the Eagle lifting device is available for access to all domestic Boeing 737-300 and Airbus A320 aircraft. Or if you prefer you can arrange for your own support person to lift you into and out of the aircraft seat on boarding and disembarking the aircraft. The support person does not have to travel with you but needs to be able to perform an upper body lift. Our crew can assist with lower body transfers only.
Please note that there is currently no lifting device available for the regional aircraft (ATR72-500, Q300, Saab 340, Beech 1900D). A support person will be required to lift you into and out of the aircraft seat on boarding and disembarking these aircraft.
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