We’re here to support you throughout your journey

Your comfort, wellbeing, and safety remain our highest priorities. Whether at the airport, on board, upon arrival, or during onward connections, our dedicated ground teams and cabin crew are committed to delivering seamless, attentive support at every stage of your travel experience.

You can request airport assistance at the check-in counters, information desks or special handling counters. Our teams can assist you to your flight gate and onto the aircraft, and from the aircraft side through immigration, customs and baggage formalities to the drop-off point.

To further enhance your journey, Hamad International Airport offers barrier-free access and dedicated facilities to make travelling more comfortable for passengers who require special assistance. Visit the link for more information. 

What our crew will support you with

Our cabin crew are here to make your journey as comfortable and seamless as possible. From helping you settle in to offering practical assistance throughout the flight, they are dedicated to supporting your needs wherever it is safe and possible to do so.

During meal times

Our crew will be there to make dining on board easier and more comfortable. They will serve your meals and beverages directly to you, and assist by opening packaging (if requested), identifying food items on your tray, and arranging everything so it is within easy reach. While guests are expected to eat and drink independently, our crew will be happy to help ensure you are comfortably set up and supported throughout meal service.

Moving around the cabin

If you need help getting around, our crew can assist you in moving between your seat and the lavatory using the on-board wheelchair, where available. They will guide and support you to and from the lavatory, ensuring you can move through the cabin safely and comfortably. This support does not involve lifting or carrying, but it is designed to help you navigate the space with confidence.

At key moments during the flight

During boarding, before take-off, and after landing, our crew can assist you with fastening and unfastening your seatbelt where possible. They will also provide general support and guidance to help you get settled into your seat and prepared for each stage of the journey.

Preparing for your comfort and safety

If you require your life jacket to be placed in a more accessible location during the flight, please inform the cabin crew on board. Our crew are always happy to help you prepare ahead of time so that essential items are easier to access if needed.

What our crew will not be able to assist with

To ensure the safety and wellbeing of all passengers, those who require assistance with personal care, eating, drinking, or responding quickly in an emergency must travel with a personal companion who can provide the necessary support throughout the journey, as assistance from cabin crew may be limited during critical situations.

The guidelines below are designed to ensure the safety and wellbeing of all passengers on board.

Personal care and eating assistance

While our crew will help you prepare for meals, they are not able to assist with feeding or with the act of eating and drinking. Passengers who require hands-on support during meals will need to travel with a personal companion who can provide this assistance.

Inside the lavatory

For privacy and safety reasons, our crew are not able to assist within the lavatory itself. While they will help you reach the lavatory, they cannot provide support once inside.

During emergency situations

In the unlikely event of an emergency, our crew’s primary responsibility is to carry out critical safety procedures for all passengers. This means they may not be able to provide individual assistance. For example, you may need to independently evacuate the aircraft, fasten/unfasten your seatbelt, or put on safety equipment such as an oxygen mask or life jacket without support.

We’re here to help you plan ahead

If you have any questions or would like guidance before you travel, we’re always here to help. By planning ahead, we can ensure you receive the support you need for a safe, smooth, and comfortable experience on board.