Assistance for passengers with hearing impairment

Making a booking

If you have a hearing impairment and need assistance on your journey, let us know when you book or contact us a few days before you fly.

At the airport

We can arrange a meet and assist service from check-in to the gate, and from the aircraft to your onward transport at all airports.
There are screens displaying flight information throughout the airport and at the departure gate. You can also download our free ValueJet App to get live travel updates along your journey.
This includes check-in times, boarding announcements, and any changes to your flight such as delays or cancellations.
If you let us know at check-in, we can tell you if your flight is delayed or if the departure gate changes. You can also ask any of our team members for information at any time.

On board

• We can also give you an individual safety briefing on your flight. If you've already contacted us, then the cabin crew will approach you. Otherwise you can always ask. They will explain the safety procedures, exit locations, and how we can best assist you.
• A member of our cabin crew will update you when announcements are made on the flight.
• For safety reasons, we're unable to give you an exit row seat.

Assistance for passengers with visual impairment

Making a booking

If you have a visual impairment and need assistance on your journey, let us know when you book or contact us a few days before you fly.

At the airport

We can arrange a meet and assist service from check-in to the gate, or from the aircraft to your onward transport at all airports.
There are boarding announcements at the airport and you can ask any of our team members for information at any time.

On board

• We can also give you an individual safety briefing on your flight. If you've already contacted us, then the cabin crew will approach you. Otherwise you can always ask. They will explain the safety procedures, exit locations, and how we can best assist you.
• A member of our cabin crew will update you when announcements are made on the flight.
• For safety reasons, we're unable to give you an exit row seat.

Travelling with a guide dog

At the moment, passengers are not allowed to travel with guide dogs or service dogs.

Mobility assistance

Making a booking

If you need assistance through the airport or to move around the aircraft cabin, we can help. We can arrange a wheelchair at every airport and we can help you to travel with your own wheelchair or mobility aids. Tell us when you book or contact us 48 hours before your flight.

At the airport

We can assist you from the drop-off point at the terminal entrance through to your flight, and from your flight to the pick-up point when you arrive.

Traveling with your wheelchair or mobility aid

You can bring medical equipment and up to two mobility aids with you into the cabin, such as your own collapsible manual wheelchair, and they won't count towards your total cabin baggage allowance.
Before you fly, we will need to check your wheelchair or mobility aids can be carried and stowed securely in the cabin and that we have enough space available. Otherwise you can check them in.

Checking in your wheelchair or mobility aid

You can check in your wheelchair or mobility aid, depending on the size and weight. It needs to be packed properly to travel safely in the hold of the aircraft. When you land, we'll have a wheelchair waiting for you. You can then collect your wheelchair or mobility aid from the baggage hall.

Electric wheelchairs and mobility aids

There are a few more safety regulations to consider for carrying certain batteries, so we'll need to know the type of battery, the size of the wheelchair and the weight ahead of your flight. We also recommend you arrive at the airport three hours ahead of your flight so we have a little extra time to make sure your mobility aid is carried securely and within the regulations.

Canes, crutches, and walking sticks

You can take a cane, crutches, or a walking stick on board and we'll make sure it's safely stowed.

Priority boarding

Priority boarding

You can ask to board the aircraft first if you'd like more time to get settled on the flight.

Assistance and accessibility on your flight

Mobility assistance

Our cabin crew can get anything you need from the stowage and overhead lockers, and they can help you around the aircraft using our onboard wheelchair.

Traveling with an assistant

Our cabin crew are able to help you around the aircraft, but are unable to lift you. If you need some extra help transferring to your wheelchair, or assistance in the lavatories, with personal care, eating, or with administering medication, you'll need to travel with an assistant. You can find out more about flying with an assistant further down this page.

Flying with an assistant or medical escort

Flying with an assistant or medical escort

Our cabin crew are on hand to help you get things from the overhead lockers or to help you move around the cabin. However, they are unable to lift you, help you with personal care or administer medication.
If you need further assistance, you need to book a fare for an attendant or a medical assistant.

• You are unable to understand or respond to safety instructions.
• You are unable to assist in your own evacuation from the aircraft.
• You have severe hearing and vision impairments and cannot establish some means of communication with cabin crew.
• You need to travel on a stretcher or with an incubator, or require medical attention during the flight.

For your safety, your assistant must be:

• Physically and mentally able, and willing to assist you in the event of an emergency evacuation of the aircraft.
• You are unable to assist in your own evacuation from the aircraft.
• Sitting in an adjoining seat in the same cabin.
• Be 16 years or older.

If you need further medical assistance or you are flying with a medical condition, please contact us 48 hours before you fly.

Flying with PAP or CPAP equipment, ventilator and respiratory devices

You can travel with positive airway pressure (PAP) or continuous positive airway pressure (CPAP) equipment on board without a medical form, unless you need further assistance. It will not count towards your total baggage limit.

• The equipment must be within the approved size and weight limits so it can be used without blocking access and can be stowed safely in the cabin.
• Please make sure you have sufficient batteries to last the journey (factoring in transit times and unexpected delays). However, you can plug PAP or CPAP devices into the in-seat power.
• You can use the device at any time other than taxi, take-off and landing
• For safety reasons, you can't sit in an exit row seat.

Carrying PAP and CPAP batteries

• Two fully charged spare batteries must be packaged securely and carried in the cabin. You can plug your device into the in seat power, but we can't guarantee it will be available for the whole flight.
• Batteries must be protected against short circuiting, such as recessed battery terminals or packaged to prevent the batteries from touching metal objects, including the terminals of other batteries.
• If you're bringing CPAP/PAP devices into the cabin but don't intend to use it during the flight, the batteries must be removed and packaged separately.

Assistance for passengers with an intellectual or developmental disability

Please get in touch with us to talk about how we can assist you.

At the airport, we can help to explain directional signs and how to reach immigration, security, and the boarding gate, and we can direct you to facilities like quiet areas and lounges. You can also ask to be one of the first to board the aircraft so you have more time to get settled on the flight.

For safety reasons, if you're unable to understand or follow safety instructions you will need to have someone travelling with you.