Passengers with Special Needs

Wheelchair Assistance

We have wheelchairs available for use at all airport locations to assist with transportation from check-in to the boarding gate, making connections (if applicable) and from the aircraft to the arrivals hall at the destination. However, this depends upon the availability of wheelchairs on flight.

Process to opt for assistance

In order to make necessary arrangements we request you to call us 48 hours prior minimum. Customers can request this service when making their flight booking via our call centre or they can call us after making their booking on our website. 

On-Board Services for passengers with wheelchair assistance

If a customer is travelling without safety assistant, IndiGo shall be happy providing below mentioned assistance:

• A meet and assist service to the customer to assist in boarding, deplaning, flight connections and check-in / transfer / reclaiming of checked-in bags.
• Stowing of hand baggage
• Opening any parts of customer’s on board meal
• On board individual safety briefings if requested by customer 

IndiGo regrets its inability to assist with following:

• Assist the customer with personal care and toileting needs before, after and during the flight.

Carriage of a POC

• A request for carriage or use of the POC on board needs to be made to IndiGo a minimum forty eight (48) hours in advance from the scheduled departure time.
• Only Portable Oxygen Concentrator (“POC”), approved by Federal Aviation Administration (“FAA”) is permitted on board IndiGo flights either as checked-in or hand baggage, free of cost, subject to certain conditions.
• The weight of a POC to be carried on board should not be more than 7 Kg
• Such customers must be capable of seeing, hearing and understanding the POC device warnings and should be in a position to take appropriate action, without assistance, in response to those warnings
• During taxi, take-off and landing the POC, if being used must be stowed under the seat in front.
  

Seat Allocation

• Customers carrying/using the POC on board shall be assigned only a window seat, except on rows 1,12 & 13. Such customers shall not be seated on middle or aisle seats. IndiGo reserves rights to change seats of such customers, if required.

Check-In of POC

• For safety purposes, Customer must ensure that the POC prior to check in is empty and free of pressure. Thus, if the POC was used before coming to the airport, then the Customer must to reset the POC to avoid any residual oxygen in the equipment
• If POC operates on lithium battery, battery should be removed and carried by Customer as hand baggage. If POC operates on any other type of battery, battery should be removed and packed separately in such a way that battery terminals do not come in contact with any metal objects. Carriage of such batteries will further be subject to applicable regulatory requirements including but not limited to those mentioned under the Aircraft (Carriage of Dangerous Goods) Rules, 2003, International Civil Aviation Organization (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air, the International Air Transport Association (IATA) Dangerous Goods Regulations.

Other conditions

• In case of the unlikely event of decompression, passengers must wear the oxygen mask from the overhead panel as a primary source of oxygen and not their POC, as the oxygen mask would ensure a continuous flow of oxygen and would also minimize the chance/ effects of decompression sickness.
• POC should not cause any interference with the electrical, navigation or communication equipment on board;
  Passenger carrying the POC on board must comply with all security requirements and instructions communicated by the Crew, from time to time;
• Passenger alone will be solely responsible for packing, assembling, dismantling or facilitating administration of POC both on ground and on board. IndiGo will under no circumstances be liable or responsible for the same.
• Notwithstanding anything contained herein, IndiGo, in its sole discretion, reserves the right to refuse carriage of the POC, if it is likely to endanger the safety of the aircraft or of any person

Customers are allowed to use their own crutches, braces and / or other prosthetic devices up to the aircraft, and may board with such items as hand baggage, provided the customers are dependent on them.

We will do our best to allocate you a seat that is most suitable to your needs including movable armrest for easy accessibility to the seats However, in order to meet the safety requirements of the DGCA, passengers with mobility issues which make it unsafe to facilitate aircraft evacuations will not be given a seat in a location where they would obstruct emergency exits, impede the crew in their duties, obstruct access to emergency equipment or hinder aircraft evacuation in case of an emergency. To allow us to provide the best assistance, please provide us with as much information as possible at the time of your booking and or at the time of check-in

A lavatory with a single panel door and additional grab bar is available on all our aircraft. Our cabin crew can provide assistance moving to and from the lavatory door(same as above), but will not be able to assist the customer inside the lavatory.