COC - Medical and Special Assistance

6.1 Fitness to Fly

Before boarding the aircraft for carriage the Passenger must be reasonably satisfied that they are medically fit to fly. If the Passenger has been advised that they are fit to fly provided certain precautions are taken (for example, use of medication) it is the Passenger’s responsibility to ensure that all such precautions are in fact taken before, during and after the flight (as the case may be) and that the Passenger will be able to produce the written evidence of their fitness to fly required by these Conditions of Carriage.

6.1.2

If any reasonable doubt exists about the Passenger’s fitness to fly, the Passenger may not be accepted for carriage unless they have produced to the Airline no later than three (3) Business Days before departure time a medical report from an appropriately qualified doctor, bearing a date no more than ten (10) days before the flight date and time, which confirms the fitness to travel on all flights on which the Passenger intends to travel.

Any assessment or appointment with the consulting doctor is at the Passenger’s expense. Photocopied or fax copies of the form are acceptable provided the information can be clearly read. In providing a medical report the Passenger waives the confidentiality of this information disclosed by the consulting doctor. Airlink may disclose the information on this form to any other carrier associated with the Passenger’s ticket. Airlink reserves the right to deny boarding if no medical clearance is obtained or if the Airline considers that it is not in the Passenger’s best interests to fly.

NOTE: AT TIME OF TRAVEL
If a Passenger appears to be physically ill (e.g. vomiting, requiring first aid or oxygen) in the terminal area or while boarding the aircraft, or presents other symptoms which create a reasonable concern that they may not be able to complete the flight safely, the Passenger may be denied boarding and not be permitted to travel until medical clearance is obtained.

6.1.3

Confirmation to fly is required from the Airlink Revenue Control office at least three (3) Business Days before the flight departure time for the following medical conditions:

6.1.3.1

A condition which is believed to be actively contagious or communicable and life threatening to other Passengers or crew; or

6.1.3.2

Which may cause or induce unusual behavior, or a physical condition, which could have an adverse effect on the safety, welfare and/or comfort of other Passengers or crew members; or

6.1.3.3

Which is considered to be a potential hazard to the safety of the flight; or

6.1.3.4

Which may cause the flight to be diverted or perform an unscheduled stop during carriage.

6.2 Passengers with Special Needs

6.2.1

Passengers with special medical needs including those requiring wheelchair assistance are required to contact the Airlink Revenue Control office +27 11 4517300 or +27 11 4517350 prior to the flight. If you book your ticket by phone, internet or a travel agent, please tell the agent about any special needs before your booking is completed.

6.2.2

Wheelchair and Medical assistance can be booked from Monday to Friday 07h30 – 17h00 and must be done no later than three (3) Business Days prior to departure. For flights over a weekend, as well as Monday, the cut-off for the necessary arrangements for special assistance must be no later than 15h00 on the Friday prior to the Passenger’s flight.

6.2.3

Regulations limit us to the amount of space available per flight to ensure the Airline have sufficient crew onboard to assist in the event of an emergency situation.

6.2.4

Passengers with disabilities may not be seated at the emergency exit rows nor the row in front or the row behind the emergency exit.

6.2.5

Airlink offers the following wheelchair types -

6.2.5.1

WCHR (Wheelchair Ramp) for Passengers who require a wheelchair in the airport terminal to/from the boarding gate and to/from the aircraft steps and must climb stairs but cannot walk long distances and does not need assistance in the bus, on passenger steps and in the aircraft to/from the seat, toilets and with meals.

6.2.5.2

WCHS (Wheelchair Stairs) for Passengers who require a wheelchair from the airport terminal to and from the aircraft and up and down the stairs. A Passenger Aid Unit (PAU) service will be provided if the Passenger cannot climb stairs at all (e.g. broken leg).

6.2.5.3

WCHC (Wheelchair to Cabin seat) for Passengers who are completely immobile e.g. Paraplegics and Quadriplegics who require a wheelchair to and from the aircraft via the service of a Passenger Aid Unit (PAU) and to and from their cabin seat. An able bodied assistant needs to accompany quadriplegic Passengers at all times. The Airline cannot accept stretcher cases.

6.2.6

One mobility aid (up to 32kg) e.g. manual wheelchair, is carried free of charge in addition to the applicable free hold baggage allowance. No battery powered wheelchairs or mobility aids weighing in excess of 32kg will be allowed onboard and will need to be carried as cargo.

6.2.6.1

Arrangement for the transportation of these wheelchairs will need to be arranged by the Passenger.

6.2.6.2

Wheelchairs within the limit will only be carried in the hold compartment of our aircraft and not permitted in the main cabin.

6.2.6.3

The aircraft types the Airline operates have different restrictions based on the size of the stowage space.

6.2.7

Passengers taking their own personal electric wheelchair are permitted wet or dry battery cells see Clause 10.5 (Lithium Batteries) and will need to follow the procedure below:

a) Arrange the wheelchair ahead of time according to Clause 6.2.2
b) Adhere to the weight limitation in Clause 6.2.6
c) Passengers must ensure there are no leaks
d) The terminals must be isolated
e) Collapsible wheelchairs and mobility aids, batteries must be disconnected
f) Passenger must clearly label their batteries “wet” or “dry”
g) Passenger must check-in their own wheelchairs and batteries Clause 10.5

6.2.8

Due to Occupational Health and Safety Law, the maximum weight of a person that can be carried is limited by the capabilities of the individual staff member carrying the Passenger, and may not exceed 100kg.

6.2.9

Wheelchairs and mobility aids that cannot be lifted manually into the aircraft hold will only be accepted for travel if both airports can provide the facilities to load / unload the device. Please note that some airports may not have sufficient equipment for lifting heavy wheelchairs and mobility aids.

6.2.10

Any Passenger unable to fit into a single seat for any reason will be required to purchase additional seats at the prevailing rates to accommodate the Passenger’s needs.

6.2.11

The Airline’s airport staff can only provide wheelchair assistance from the check-in desk to the aircraft as well as from the aircraft to the arrival hall upon landing and to the baggage claim area. This does not include the outside of the airport building nor can they wait with a Passenger or provide help with ground transportation.

6.2.12

Cabin crew may not assist Passengers with feeding of meals, on board facilities or provide medication. Passengers with any of these requirements must travel with an able bodied assistant.

6.2.13

Meet and Assist is for Passengers who require an escort to and from the aircraft. The age and a reason for the Meet and Assist request is required at the time of booking and is limited to:

a) First time flyer / Young Passenger (YP 12 to 16 years of age)
b) Passenger / Guardian travelling with an infant (Clause 5.1.5)
c) Elderly Passenger
d) Non-English speaking

6.2.14

As a rule, Airlink carries Passengers with Reduced Mobility. It is however important to note the following points:-

a) The routes to the boarding gates at most airports are often long and complicated and Passengers may have difficulty finding their way around and communicating. Security, customs and police checkpoints may cause stress and anxiety.

b) It is absolutely imperative that the Passenger is able to follow the crew’s safety instructions during the flight. Children with medical conditions are subject to the same MEDA procedure as adults.

c) The inability of a person with a medical impairment to cope should not be under estimated. With specific impairments which lead to confusion or disorientation, there is a risk that the Passenger will not pay attention to the safety instructions issued by the flight attendants. It can also have unforeseen consequences if the Passenger disembarks from the flight without supervision as they could get lost in the airport buildings or within the airport perimeter and become increasingly confused and anxious. Should the Passenger run such a risk, we strongly recommend that someone travels with them. This includes but not limited to Passengers that have:

Alzheimer’s
Dementia
Deaf and Mute
Mental Impairment
Hearing Impairment
Unaccompanied Minors with a Medical Condition (escort recommended)
Visually Impaired
Cognitive Disabilities

6.2.15

In certain circumstances for safety reasons, Airlink requires an escort or carer who must be 18 years and older to accompany Passengers who are unable to care for themselves during a flight and who must be seated next to them at all times as follows:

a) Passengers cannot help themselves in the event of an emergency evacuation.
b) If Passengers cannot communicate, understand or respond properly with flight attendants over safety instructions.
c) If Passengers have severe hearing and vision impairments and cannot establish some means of communication with Airline employees.
d) The Passenger is unable to self-toilet.
e) Unable to eat and drink without assistance.

6.2.16

The escort or carer must be self-reliant and mentally and physically able to assist the Passenger with the following if required:

a) Toilet and sanitary requirements both on the aircraft and on the ground.
b) Inflight and ground emergencies.
c) Carriage of carry-on baggage and/or equipment.
d) Food and beverage consumption.
e) Immigration and custom procedures (if applicable).
f) Boarding and disembarkation.

6.2.17

Flight attendants are not permitted to assist with feeding or personal hygiene and toilet functions. They cannot lift or carry you, and they cannot provide medical services such as giving injections. If your medical condition requires others to provide this type of care, you should travel with a ticketed escort or carer who can see to these needs during the flight.

6.2.18

Travelling with medication
Please ensure that you keep your medication in your hand luggage, and have a medical letter on hand outlining your condition and medication, in case you encounter difficulties while travelling.

a) All excess medicines and liquids are to be carried in checked baggage.
b) All prescription medicine, syringes and needles used by diabetics must be sealed and properly labelled.
c) The quantity of syringes and needles is limited to the amount required for the flight.
d) They must be disposed of safely once you’ve reached your destination.
e) For medication requiring refrigeration make sure that you bring your cooler box with ice packs. This medication must be kept with the Passenger throughout duration of the flight.

6.2.19

Colostomy Bags
Passengers dependent on colostomy bags must ensure that they use an empty bag at the start of the journey and carry a sufficient number of bags for the duration of the flight and dispose of them in a responsible manner upon arrival at destination.

6.2.20

Plaster Cast
Passengers travelling with a broken limb in a plaster cast will be regarded as a medical Passenger. The plaster cast must also be split open to ensure maximum comfort on board. Casts should be loosely fitted to allow for expansion and swelling at high altitudes.

6.2.21

Artificial Limbs
Due to limited stowage space in the cabin you may be restricted to carrying only one spare limb as part of your cabin baggage, additional limbs may be stowed as checked baggage. Please be aware that longer items (legs for above-knee amputees for example) may not be able to be accommodated in the cabin of the aircraft. Please package longer prosthesis' sufficiently for protection should they need to be checked-in, if required to be checked in there will be no charge.

6.2.22

Allergies
Passengers who are allergic to peanuts and/or other substances are required to bring it to the attention of the booking agent. In the event that you suffer from a severe allergy, you are required to bring your own emergency medication with you. Airlink will not take any responsibility should you have an allergic reaction on board.

6.3 Standard Information needed for any Wheelchair Request

6.3.1.

Wheelchair assistance may be made available in the event that the Passenger makes the necessary arrangements with the Airline at least three business (3) days prior to the departure date of the flight. This assistance service is provided free of charge to the Passenger.

6.3.2

In the event that wheelchair assistance is not available prior to the departure of the Passenger’s flight for whatever reason, the Passenger may elect to cancel his/her flight and the Airline will refund the Passenger in full.

6.3.3

In the event that the Passenger elects to continue with his/her journey in the absence of wheelchair assistance, the Passenger does so at his/her own risk and indemnifies and holds harmless the Airline and its representatives against any claims and damages that may arise from the Passenger’s decision to continue with his/her journey, save for claims that may arise due to gross negligence of the Airline and/or its representatives.

6.3.4

In the event that the wheelchair assistance service is made available as requested, the Passenger avails of such service at his/her own risk and indemnifies and holds harmless the Airline and its representatives against any claims and damages that may arise from the Passenger’s decision to continue with his/her journey, save for claims that may arise due to gross negligence of the Airline and/or its representatives. The Passenger will be required to sign an indemnity prior to the wheelchair assistance service being rendered.

6.3.5

The following information is required for all medical clearance bookings :

a) The age and weight of the Passenger.
b) The reason for wheelchair or meet and assist.
c) Whether the Passenger can walk long distances.
d) Whether the Passenger can climb stairs.
e) Whether the Passenger can see to their own needs onboard the aircraft for the duration of the flight including toilet facilities.
f) Whether the Passenger can sit in an upright position and can bend knees at 90 degrees for the duration of the flight.
g) If a Manual wheelchair or a Battery operated wheelchair.
h) The Weight of the wheelchair, including battery if applicable.

6.4 Situations Where Doctors Medical Report is Required

6.5 Diabetics

6.6 Oxygen, Ventilators, Respirators, CPAP/BiPAP Machines

6.7 Mental Disability

6.7.1

To travel in complete safety, mentally disabled passengers must be able to understand and implement security measures. However, it is important to take into account all aspects of air travel:

a) The path through large airports can be complex, long and difficult.
b) Safety, police and customs checks can take time, be stressful and, at times, intrusive.
c) International airports may pose linguistic and orientation difficulties.
d) The flight can experience turbulence and/or require a passenger to perform unusual safety measures.

We strongly advise against overestimating the capacity of a mentally disabled person to deal with these eventualities.

6.7.2

For certain types of disabilities that causes memory loss or orientation difficulties (e.g. Alzheimer's), the risk of misinterpreting instructions provided by the crew is real. Examples include disembarking without waiting for assistance which can have serious consequences including confusion at the terminal or outside, taking the wrong transportation and problems recognising where one is. If the person traveling may find him/herself in this situation, we strongly recommend that he/she travels with a companion.

6.7.3

While no physical identification is required to identify mentally disabled passengers on board, it is important that the cabin crew members are able to identify them in order to provide the assistance required, especially in emergency situations. We therefore strongly recommend that you inform us of any mentally disabled passengers.

6.7.4

Assistance services for mentally disabled passengers do not include:

help eating, drinking or taking medication,
assistance in the restrooms,
any other form of personal assistance.

It is therefore necessary to ensure that the unaccompanied passenger is able to perform certain duties necessary during air travel, without outside help.

If this is not the case, we strongly recommend that mentally disabled passengers travel with a companion in order to avoid any difficulty on board.

6.7.5

A medical practitioner must issue a medical certificate, certifying such a person is suitable for carriage by air and confirming that there is no risk of violence from such a person.

6.7.6

If the Passenger’s mental age is 11 years and younger then they shall be treated as an Unaccompanied Minor see Clause 6.13. If the mental age is 12 years and older then Airlink requires an escort or carer who must be 18 years and older to accompany such Passenger.

6.8 Carriage of Pregnant Passengers and Newborn Children

6.9 Special Assistance

6.10 Service Dogs

A Service Dog (SVAN) is a dog that has been trained to perform an active task to assist a person with a diagnosed disability (including sensory or physical disabilities other than a vision or hearing impairment) to alleviate the effects of that disability being either a Guide dog, Hearing dog, Diabetic Alert dog, Seizure alert dog or Medical Response dog.

6.10.2

Service dogs must be on duty and easily identified as a service dog wearing a vest, have an ID card, other written documentation (if the passenger’s verbal assurance is not credible) and a harness.

6.10.3

The Airline will accept a recognised trained service dog providing necessary assistance to the passenger under the following conditions:

a) One service dog per passenger permitted inside the passenger cabin on Airlink Regional and Domestic flights free of charge.
b) The size of the dog must not exceed the footprint or personal space of the passenger seat and foot area during the entire flight.
c) The service dog must be trained to assist the passenger with a disability or medical condition.
d) Have documentary evidence confirming the dog is a trained service dog.
e) Wear an identifying jacket/harness.
f) Must be leashed or in an approved carrier that fits under the seat.
g) Must remain under the control of the owner at all times in the airport and onboard the aircraft.
h) Do not overwater or overfeed service dog on the day of travel.
i) May not occupy a seat or sit on a tray table at any time.
j) May not obstruct the aisles or exit rows.
k) Give yourself ample time to check-in and advise the check-in agent to ensure we have included your service dog for onboard travel.
l) We recommend you carry the trained service dog’s current documentation to fly including health vaccination and rabies certificates (must be within one (1) year of travel date).
m) Details of the breed and weight of dog in question.
n) Service dogs in training nor pit bull type dogs as service dogs are not permitted.
o) Your service dog cannot travel in the cabin if you are:

An Unaccompanied Minor
Are seated in an Exit or Bulkhead row
Require the use of a medical device that requires stowage under your seat

6.10.4

Service dogs must be pre booked with the Airlink Revenue Control office +27 11 4517300 or +27 11 4517350 from Monday to Friday 07h30–17h00 no later than three (3) Business Days prior to departure. For flights over a weekend, as well as Monday, the cut-off for the necessary arrangements for special assistance must be no later than 15h00 on the Friday prior to the Passenger’s flight.

6.10.5

To ensure the safe and undisturbed operation of the flight, service dogs must be trained to be obedient to your commands and must behave appropriately in a public space with no barking, growling, or jumping up at people or other animals.

6.10.6

On no account may the dog relieve itself in the cabin or at the boarding gate, or may only be permitted to do so in such a way as to cause no health risk or hygiene problem.

6.10.7

Service dogs may not obstruct an aisle or any other area used for an emergency evacuation. Service animals should remain on the floor at the owner’s feet and may not occupy a seat. The size of the dog must not exceed the footprint of the passenger’s seat.

6.11 Emotional Support Dogs (not permitted on Cessna operated flights)

6.11.1

An Emotional Support Dog or Psychiatric Support Dog (ESAN) can only be used by passenger’s diagnosed with mental or emotional disorder and need not have specific training for that function but must be trained to behave appropriately in a public setting and obey your commands. If this is not the case, you may need to provide a certificate indicating that the dog has been trained or the dog may not be allowed in the aircraft cabin.

6.11.2

Emotional Support / Psychiatric Service Animals require signed current documentation that is no more than one (1) year old (prior to the first flight in the itinerary) on a letterhead from a licensed mental health professional (registered psychologist or psychiatrist) stating the following:

a) The passenger has a mental health-related disability.
b) The dog accompanying the passenger is necessary to the customer’s mental health or treatment.
c) The description, breed and weight of the dog.
d) The individual providing the assessment of the passenger is a licensed mental health professional and the passenger is regularly treated by this mental health professional and under his or her professional care.

Always include the reservation booking number on all correspondence.

6.11.3

We will refuse transportation of the animal if it engages in disruptive or aggressive behaviour such as:

Growling
Biting
Jumping on passenger, flight attendants or staff
Relieving themselves in the gate area or cabin
Barking excessively, not in response to a handlers need or distress
Eating off seatback tray tables

6.11.4

Support dogs must be pre booked with the Airlink Revenue Control office +27 11 4517300 or +27 11 4517350 from Monday to Friday 07h30–17h00 no later than three (3) Business Days prior to departure. For flights over a weekend, as well as Monday, the cut-off for the necessary arrangements for special assistance must be no later than 15h00 on the Friday prior to the Passenger’s flight.

6.11.5

Passengers are limited to one (1) support dog, six (6) months and older that must be seated and fit within the floor within the footprint of the seat or in a passenger’s lap. No animals are allowed to occupy passenger seats.

6.11.6

On no account may the dog relieve itself in the cabin or at the boarding gate, or may only be permitted to do so in such a way as to cause no health risk or hygiene problem.

6.11.7

Emotional Support Dogs must have been vaccinated for rabies (see 10.14.12). The health and vaccination certificates including relevant documentation and certification of the service animal must be presented for carriage at check-in.

6.12 Passenger Reimbursement for Medical Expenses and Directly Related Expenses Incurred by Airlink on Their Behalf

6.13 Carriage of Unaccompanied Children

Who is Eligible?

6.13.1

An unaccompanied minor is a child (five (5) to eleven (11) years of age) on the date the flight commences who is travelling without the supervision of a parent or guardian who is aged sixteen (16) years or older who will be responsible for the safety of the child / children.

6.13.2

Children under five (5) years of age will not be permitted to travel alone.

6.13.3

A young Passenger is a child who is at least twelve (12) years old, but under sixteen (16) years of age.

6.13.4

For the purpose of fares, any Passenger between the ages of twelve (12) to sixteen (16) is considered an adult, therefore no special handling is required unless requested by the parent.

Conditions of Travel

6.13.5

Prior authorisation from Airlink must be obtained.

6.13.6

Reservations for unaccompanied minors cannot be booked online. Please contact the Airlink Revenue Control office +27 11 4517300 or +27 11 4517350 from Monday to Friday 07h30 – 17h00 and must be done no later than three (3) Business Days prior to departure. For flights over a weekend, as well as Monday, the cut-off for the necessary arrangements for special assistance must be no later than 15h00 on the Friday prior to the Passenger’s flight.

6.13.7

Unaccompanied minors must be in possession of written consent (see reverse of last coupon of unaccompanied minor booklet) from their parent or guardians.

6.13.8

The unaccompanied child shall be escorted to the airport check-in desk for the check-in procedure by a parent or guardian responsible for the unaccompanied child who remains in the airport with an allocated member of the Airline’s staff until the unaccompanied child has boarded the aircraft and it has departed from the airport.

The parent or guardian responsible for the unaccompanied child is required to provide information to the Airline that the unaccompanied child will be met at the destination airport or Stopover airport by another parent or guardian responsible for the child (with full details of that person’s identity) and into whose custody the child can be delivered.

6.13.9

The child Passenger shall have a confirmed reservation for the flight and it is not reasonably anticipated by the Airline that the flight will terminate at a place other than its destination or make an unexpected stop at any other place due to weather or other operational conditions.

At the Airport

6.13.10

For safety and security reasons, Airlink reserves the right to refuse travel if the child is not booked as an unaccompanied minor.

6.13.11

Please ensure the check-in times are adhered to.

6.13.12

For Regional flights, please ensure that the necessary documentation is completed and in order.

6.13.13

At the check-in counter an Airlink representative will escort your child through the respective Security checkpoints / Passport control right until the Passenger door to the aircraft and handed to the flight cabin attendant.

6.13.14

Parents / guardians should remain at the airport until the flight takes off.

In the Air

6.13.15

Before the flight, the cabin crew will be notified of your child’s name, age and any special requirements. They will regularly check that your child is comfortable and entertained throughout the flight.

On Arrival

6.13.16

Upon landing, your child will be introduced to an Airlink / handling agent host, who will escort them through airport immigration (international flights only) to arrivals and personally hand them to the parent or guardian. This person must carry proof of identification. Kindly ensure that the appointed guardian is not late, causing unnecessary distress to the child.

Transit Stations

6.13.17

At transit stops, your child will always remain in the care of the ground staff.

Onward and Return Flights

6.13.18

Should you need to change your child’s travel plans, inform Airlink at any time before or during the trip as restrictions do apply to some airfares. There are also restrictions on the number of unaccompanied children that are permitted on each flight. Please check that the request for travel as an unaccompanied minor is transferred to the new flight.

Inform your Child

6.13.19

We will do our best to ensure that your child has a pleasant journey from start to finish. Below are a few things that you can do to make it easier.

a) Make sure your child knows who is to meet them upon arrival at their destination.
b) Explain the importance of their Passport and Tickets, and ensure that they can recognise both.
c) The Unaccompanied Minor identification lanyard cannot be removed as it is a form of classification.
d) Children must not leave the aircraft unattended, and must wait for the cabin crew’s assistance before they exit the plane.