Q&A

What do I need to do if I have an electric/battery-powered wheelchair?
You must state that you use a wheelchair when you book your ticket. In addition, you must state the weight and size of your wheelchair when you book your ticket. Electric wheelchairs are not allowed in the cabin and must therefore be checked in with the rest of your baggage and be carried in the aircraft hold. In order to reduce the risk of damage, we recommend that you remove all loose parts from your wheelchair before leaving it with your airline.
Wheelchairs with dry batteries and gel batteries are approved for air transport. However, the battery cables must be removable and must be joined in order to avoid short circuiting. You can sit in your own wheelchair right up to the gate, and help to prepare the chair for loading onto the aircraft. Falck will be at your assistance.

Who assembles my wheelchair?
When your wheelchair is re-assembled, it is important that you give clear instructions on how this should be done. If the assembly is complicated, you must arrange in advance for the assistance you need.

Will I be separated from my helper from check-in to the gate?
You will be accompanied by your helper if at all possible, but you may be separated for a short period of time for various reasons.

Is it possible to get assistance for instance for duty- and tax-free shopping?
No, that is not included in the service.

Is there any kind of equipment which I am not allowed to bring on the flight?
The airlines may have different rules on what you are allowed to bring. We therefore recommend that you check this with your airline.

Is there any kind of equipment that could be damaged by the pressure in the cabin?
We recommend that you check this with the supplier of your equipment before departure.

Can a person who is unable to read get help to find the right gate?
Yes, an assistant will be available if this service has been booked via Falck. Otherwise, you can always ask at the airport’s service information desks.

What can I do if the announcements on the loudspeakers etc. are too fast and not clear enough for me to understand what they say?
If you have booked assistance, Falck will help you. Otherwise, you can always ask at the airport’s service information desks.

What should I do if I hear my name on the loudspeaker and do not understand why?
Ask Falck or at one of the airport’s service information desks.

Can I be accompanied by a social worker/helper all the way to the gate even if the person will not be accompanying me on the flight?
A companion would need to have a valid ticket to be allowed to accompany you all the way to the gate.  Falck will assist you all the way to the gate if you have pre-booked disability assistance.

Can I get help to go through security, and do I have to take off belt and braces, even if I cannot put them back on?
If you have booked assistance with Falck, you will get help for this as well.

I am going to bring a guide dog. What should I do?
It is important that you state that you will be travelling with a guide dog already when you book your flight. The rules on accompanying dogs differ from airline to airline. However, in most cases, a guide dog will be allowed to accompany you in the cabin and does not have to be in a cage. Normally there is no extra charge for bringing a guide dog. And the guide dog usually does not count as part of your baggage allowance.
As for all other animal transport, it is the owner’s responsibility to check which rules apply in the country of destination. In addition, you must check in advance which vaccinations the dog must have and what quarantine rules apply in the relevant countries. Passengers with an accompanying dog will usually be allowed to board before the other passengers.