Choose your topic of interest from the drop-down menu below. For further information, please check with your booking agent or Air New Zealand.
Please note that you must be checked-in 60 minutes prior to the departure of your Domestic New Zealand flight, to ensure that we can provide the special assistance requested.
Before you Travel
Online Booking
At the Airport
On the Plane
Eagle Lifting Device
Before you Travel
In order to provide you with the best possible service, it is important that you provide Air New Zealand with advance notice of your travelling and seating requirements. When you book your travel, please let us know what kind of assistance you require.
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. Ask for the code most appropriate to you, to be entered.
Please see more details on the codes.
If you are connecting to another airline during your travel, it pays to contact the airline 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 one of the options available online, please contact the Air New Zealand Contact Centre to ensure your booking is made with the necessary supporting documentation.
There are also several online booking options you may choose from.
At the Airport
Check-in
We ask you to check-in at least 30 minutes before the usual check-in time. This allows us to take care of your travelling and seating requirements before those of other customers. 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 remain in your own wheelchair until you reach the door of the aircraft. A green handling tag will be affixed to the chair (in New Zealand).
Your personal wheelchair and shower chair will be carried in the cargo compartment at no extra charge but must be labelled with your name and address.
For sports or other wheelchairs, excess baggage charges may apply if your checked-in baggage exceeds the free allowance either by weight or by the number of pieces permitted.
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Effective 26 March 2006, when the checked-in baggage allowance is based on the piece system, a disassembled sports wheelchair presented in 2-3 pieces will be counted as one piece. When the checked-in baggage allowance is based on the weight system, an extra 10kg for sporting gear is permitted free of charge. |
| Disassembled sports wheelchair |
It is also helpful to have written user instructions available for staff so they can pack or reassemble your wheelchair as quickly as possible.
Carriage of battery powered wheelchairs on all Air New Zealand flights:
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 for a private transfer into the aircraft and allows time for staff to transport wheelchairs to the aircraft hold. You will be advised of the reporting time at check-in.
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).
Your own wheelchair will then be stowed in the aircraft hold and be made available to you at the aircraft door on arrival, at most destinations.
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.
On the Plane
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 jet 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.
Support onboard
Like all of our customers, you'll enjoy award-winning service when you fly with Air New Zealand. Our cabin crew will do everything to make your flight as comfortable as possible. There is a difference between international and domestic flights when it comes to your support person requirements, if you are unable to self-transfer.
For travel on international services:
If you normally require a mechanical lifting device, or a two person manual lift to transfer position, you will need to travel with a support person on an international flight. The support person needs to be able to perform an upper body lift. This is in recognition of the longer flight times and the additional support likely to be required. Our crew can assist with lower body transfers only.
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 a 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.
See Online Help for Frequently Asked Questions.
