We understand that the carriage of people with disabilities can present unique challenges for both passengers and staff. As a result we will make every effort to provide a consistently safe and dignified travel experience through:
- Training our staff to be competent in assisting passengers with disabilities, including the use of specialised handling equipment.
- Booking services that identify and capture the specific requirements of passengers, so we can ensure they are implemented throughout the customer journey.
- Airport and aircraft environments that facilitate appropriate levels of access.
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.
Safety Assistant
There may be occasions when Air New Zealand will require you to travel with a Safety Assistant. Examples are:
Domestic and International Flights Excluding Flights to / from / via the USA
- When you are travelling on a stretcher or with an infant in an incubator.
- If you are unable to establish a means of communicating with or responding to our cabin crew.
- If you are severely disabled and unable to assist in your own evacuation from the aircraft in an emergency.
- When you are not able to take care of your own personal needs (in the toilet or with eating and taking medicines).
- When there are unusually large numbers of passengers with disabilities on one aircraft.
- If you are travelling on one of our smaller aircraft which doesn't have cabin crew (i.e. NZ2000 flight number series) and are not able to assist with your evacuation in the event of an emergency.
Safety Assistants Responsibilities
It is the customer's responsibility to arrange travel for a companion or assistant. An assistant helping you with your travel must be at least 16 years of age, physically and mentally able to assist you. Your assistant may be required to transfer you to and from your seat, so physical strength and experience in transfer techniques is necessary.
An assistant may also need to help with feeding, administering of medication, personal attention in the toilet, and with your Customs and Immigration clearance on International flights. For reasons of safety, assistants are required to be seated in the same cabin as the passenger.
Flights to / from / via the USA
Air New Zealand requires you to travel with a Safety Assistant when:
- You are travelling on a stretcher or with an infant in an incubator.
- You are unable to comprehend or respond appropriately to safety instructions from airline personnel.
- You are unable to establish a means of communicating with or responding to our cabin crew.
- You are unable to physically assist in your own evacuation from the aircraft.
An assistant helping you with your travel must be at least 16 years of age, physically and mentally able to assist you. Your assistant may be required to transfer you to and from your seat, so physical strength and experience in transfer techniques is necessary.
For reasons of safety, assistants are required to be seated in the same cabin as the passenger.
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