Special Assistance
Special Assistance
Passengers with Reduced Mobility - Disability Assistance
Passenger with Reduced Mobility (PRM) means any person whose mobility is reduced due to physical disability (locomotors or sensory) intellectual impairment, age, illness or any other cause of disability and who need some degree of special accommodation or assistance over and above than what is provided to other passengers.
Medical approval (MEDA) shall not be used for PRMs who only require special assistance or handling and who do not require a medical clearance. Please refer to MEDA handling procedures in case otherwise.
Disability and Medical Assistance
Passengers who, because of their medical, physical or mental condition require special assistance during travelling / flight need to seek prior approval from Qatar Airways. These passengers may require special assistance during any time of travel (e.g. on embarking, disembarking, in an emergency evacuation and/or during ground handling). Incapacitated passengers may have permanent but stable disabilities, or may have temporary disabilities. This assistance will become apparent from special requests made by the passengers, their family or a medical authority.
When an incapacitated passenger is requesting reservations, Qatar Airways must be advised of the nature of the incapacity and/or of any special requirements and/or conditions associated with the services to be supplied.
The Nature of Medical Condition and Special Assistance Required for Air Travel
Incapacitated passengers are categorized into various groups based on the nature of medical condition and special assistance required for air travel:
- Medical Case
- Blind Passenger
- Deaf Passenger
- Diabetics with unstable / complicated conditions
- Incubator
- Leg in Cast (Left)
- Leg in Cast (Right)
- Legs in Cast
- Mental Deficiency
- Medical Equipment e.g. Portable Kidney Dialysis machines, CPAP, BIPAP, nebulizer etc.
- Oxygen – Asthmatic sufferers and other passengers requiring oxygen
- Sitting Case
- Special Needs
- Stretcher
- Ventilator
- Wheelchair
Acceptance of Incapacitated Passengers
Care must be taken when accepting an incapacitated passenger for travel as certain diseases or physical conditions can have an adverse effect on the welfare and comfort of other passengers and/or crew members. A Medical Information (MEDIF) form is required to be submitted to QR by or on behalf of the passenger requiring special assistance. Qatar Airways Medical Centre is the final authority to approve air travel for any patient.
Medical conditions for which a MEDIF is mandatory are listed below.
- Stretcher
- Incubator
- Wheelchair
- Diabetics with Stable Condition
- Diabetics with Unstable / Complicated Condition
- Mentally Deficient Passenger
- Divers
- Asthmatic Sufferers
- Sitting Fracture Case
- Passengers with Portable Kidney Dialysis Machines or any Medical Equipment Including Portable Oxygen Concentrator (POC)
- Passengers with Implants
- Communicable Disease (SARS, Swine Flu etc.)
- Severe / Hyper Allergies
The following requirements are mandatory in order to avoid delays in handling the case/request:
- MEDIF: Details filled in completely by passenger’s Physician in the MEDIF form (part 2 on page 3) i.e. MEDA 01 through MEDA 16 and signature & stamp of the attending physician. A detailed Medical Report is mandatory with MEDIF;
- Indemnity Form (standard) (Not to be used for travel between Doha and U.S. stations and vice versa);
- Certification: If the passenger needs to be provided continuous oxygen and if unescorted by medical team then certification is required from the attending physician on a prescribed form that the non-medical escort is trained to administer oxygen;
- Medical Report is a mandatory requirement for Stretcher cases, Incubator, Ventilator, requests requiring medical escort, Wheelchair WCHC for passengers with recent temporary disabilities, Diabetics with unstable / complicated conditions, Mentally Deficient passengers, Pregnancy cases (Condition No.1 - Beginning of 33rd week and up to and not beyond 35th week for normal / single pregnancy without complication. Condition No. 2 - Beginning of 29th week and up to and not beyond 32nd week for multiple or complicated pregnancy), asthmatic sufferers requiring oxygen, passengers using any medical equipment/s on board and where required by QR Doctor.
- Medical Certificate includes a brief diagnosis and states whether the passenger is fit for air travel. Medical Certificate may be required in less serious medical condition for which there is no need to fill in MEDIF. The certificate should state if this condition is communicable or infectious or if there is a need to have precautionary measure/s to observe.
The following is applicable for Medical Certificate:
- In general, the Medical Certificate must be dated within 10 days of the scheduled date of the passenger’s initial departing flight and remains valid for the return journey;
- The validity requirements of the Medical Certificate vary for Pregnancy cases and communicable disease.
Ensure that the accepted MEDIF is for QR flight departing at least 48 hours but not more than 7 days from the time of receipt of MEDIF complete in all respects / requirements. Special requests for emergency travel and stretcher cases are entertained within 24 hours provided the MEDIF, medical report and other forms are complete.
Note:
- QR does not accept incapacitated passengers for interline transportation.
- Wheelchairs owned by passengers are carried free of charge and not included in the baggage allowance.
- Qatar Airways carries a special wheelchair on board all wide body Aircrafts.
- Fare to be charged is 6 times the highest applicable economy one-way adult market or IATA fare (whichever is higher) on the sector flown as stretcher.
Stretcher
Stretcher cases include bedding, pillows and curtains to provide privacy. Stretcher borne passengers might need oxygen during flight. Approval from QR Doctor on MEDIF is required. Fare is six (6) times the highest applicable Economy One-Way Adult Market fare (whichever is highest) on the sector flown as stretcher.
Requests for Stretcher / Incubator are entertained on Most QR itineraries except transit itineraries / passengers (certain restrictions apply)
Bagage allowance for stretcher :
- Total free baggage allowance will be equal to the number of fares paid
(Max 99 Kgs) - Cabin baggage limits will be as applicable to each passenger
Incubator
Infants less than 8 days old may be accepted, only as approved MEDICAL case. Approval from QR Doctor on MEDIF is required. Fare is one (1) infant plus five (5) times the highest applicable Economy One-Way Adult Market or IATA fare (whichever is highest) on the sector flown.
Rebooking/Cancellation & No-show Charges for the stretcher/incubator passenger
Due to the extensive preparations required to confirm and install the stretcher/incubator, in case of Rebooking/Cancellation or a No-show, a fixed charge of USD200 is applicable (multiply by either 6 or 5 times) based on whether the case is a stretcher or incubator.
For Stretcher, the penalty will be USD200 x 6 = USD1200.
For Incubator, the penalty will be USD200 x 5 = USD1000.
*No-Show is defined as failure to cancel reservations 3 hours prior to departure of the flight.
Note:
- Stretcher/Incubator can only be fitted in Economy Cabin
- Prior approval must be taken from QR medical centre for cases of Stretcher/Incubator
- Stretcher/Incubator cases MUST always be accompanied by MEDICAL escort unless authorised by QR doctor
- Stretcher/Incubator requests will not be entertained for transit itineraries/passengers
- With Immediate effect, all Stretcher cases received will be requested to travel with a minimum ot two medical escorts. These can consist of Dr, Nurse, Respiratory Therapist, Critical Paramedic or any other suitable medically qualified individual.
- Baggage Allowance:
Check-in baggage allowance for routes with weight concept is 99 Kgs; for routes with piece concept is 9 pieces);
Cabin baggage allowance is 1 Piece not exceeding 7 Kgs, in the dimension of 50 x 37 x 25 cm (20 x 15 x 10 inches)
Wheelchair definitions
WCBD |
Wheelchair - non-spill able battery to be transported by a passenger who will require advance notification and may require preparation disassembly. Weight and dimensions may be specified. Wheelchair and battery must be claimed and rechecked at each interline transfer point (by bilateral agreement) |
WCBW |
Wheelchair - wet cell battery to be transported by a passenger. Will require advance notification and may require preparation (dis)assembly. Weight and dimensions may be specified. Wheelchair and battery must be claimed and rechecked at each interline transfer point (by bilateral agreement) |
WCHC |
Wheelchair - C for cabin seat (Specify if passenger is travelling with own wheelchair and if such is battery-operated.) |
WCHR |
Wheelchair - R for ramp. Passenger can ascend/descend steps and make own way to/from cabin seat, but requires wheelchair for distance to/from aircraft, i.e. across ramp, finger dock or to mobile lounge as applicable. When service animal is accompanying passenger, specify the type of animal in free text of SSR item. (Specify if passenger is travelling with own wheelchair and if such is battery-operated.) |
WCHS |
Wheelchair - S for steps. Passenger cannot ascend/descend steps but is able to make own way to/from cabin seat; requires wheelchair for distance to/from aircraft or mobile lounge and must be carried up/down steps. (Specify if passenger is travelling with own wheelchair and if such is battery-operated.) |
WCLB |
Wheelchair - Lithium ion battery to be transported by a passenger which will require advance notification/preparation. Weight and dimensions may be specified. Wheelchair and battery must be claimed and rechecked at each interline transfer point (by bilateral agreement) |
WCMP |
Wheelchair - Manual power to be transported by a passenger. Weight and dimensions may be specified (by bilateral agreement) |
WCOB |
on-board wheelchair - provided by airline (by bilateral agreement) 48 hours notice recommended but not required |
This section is focused on Qatar Airways the rules of acceptance of expectant mothers.
When receiving request for such reservations, the booking office should endeavour to obtain all supporting information such as, time of confinement, any expected complications in delivery, previous cases or multiple births .etc..
- MEDIF is required if there is a possibility of passenger entering into 33rd week of pregnancy during transit.
- MEDIF is required in case of multiple or complcated pregnancy.
Expectant mothers travelling on QR operated flights are currently identified in the PNR by SK PREG element, however, this identifier will be changed to SSR PREG effective on/after 12th December 2022.
Change of PNR Identifier for Expectant Mothers:
- All existing SK PREG elements already associated to QR operated flights with or without connection to SSR MEDA may apply as it is. No change is required. Please do not add SSR PREG to such PNRs as it will duplicate the service.
- SSR PREG shall apply to expectant mothers who are booked on/after 12th December 2022 with any departure date on QR operated flights across QR network or on QR marketed flights operated by AT on DOH-CMN v.v. only:
- SSR PREG QR NN WEEKS (where “NN” shall be updated with actual number of pregnancy weeks on the day of flight departure). This SSR shall be used for approved MEDA as well as non-MEDA cases
- SSR MEDA QR MEDIF with MEDIF number shall be used for expectant mothers who travel as approved MEDA case in addition to SSR PREG
Some passengers may request an extra seat (EXST) for either their personal comfort or for medical reasons.
Please ensure that ASR (Advanced Seat Reservation ) is done at all times.
When making a reservation for your customer, the following key points need to be considered:
- A passenger may need an extra seat for personal comfort or for Medical reasons.
- A maximum of 3 Extra Seats can be reserved in addition to the passenger’s seat depending upon aircraft seat configuration.
- Additional baggage allowance is not permitted for EXST
- If passenger requesting for more than one EXST, PNR needs to be booked with two seats (one seat for passenger and the second for the EXST).
- Once ticketed, inform Qatar Airways representative to block the EXST and if the passenger requested to cancel the EXST which is already blocked, same needs to be communicated to Qatar Airways representative.
Extra seats are charged at the available published fare for which there is inventory availability and changes & refunds are subject to the same rules and conditions of the fare purchased. Where access to fares and inventory availability is not visible, IATA published fare may be charged.
- Extra seat charges are collected on the passenger’s ticket as “Q” surcharge.
- Taxes are charged only once.
- Fuel (YQ) surcharges are charged only once ** Note: For bookings ex AU/NZ please check the local AU/NZ Trade Portal site.
- Endorsement to reflect that this is an EXST case (to be updated manually).
- Ticket designator (EX) to be reflected next to the Fare Basis code.
- Only one Ticket is issued for the Passenger including the EXST.
- Once e-ticket is issued, PNR to be sent to your local QR office in order to protect EXST against cancellation and ensure that service request for EXST request is confirmed.
**Note: While traveling with an Infant , In case of a More Strict Local Government Regulation And/Or another Airline Regulation (Codeshare or OAL flight in the itinerary), the Stricter Rule shall take place over Qatar Airways Policy.
FAMILIES WITH CHILDREN TRAVELING ON THE SAME FLIGHT BUT IN A DIFFERENT CABIN
There are instances when a parent or guardian may require travelling in a different compartment on the same flight than that of the child. In such situations the child shall be treated as if they were being accompanied by an adult. Whilst providing details in connection with carriage of such types of customers we would like to reiterate that this policy is not marketed and should only be offered when a parent/guardian expresses a wish to travel in a different cabin from that of their child/children.
Guidelines
In case the child travels in a different cabin from that of an adult on the same flight.
- The child must be between 5-11 years or more of age.
- A child traveling in a different cabin less than 5 years will not be permitted to be seated alone unless accompanied by an adult 16 years of age and above in the same cabin as that of the child.
- Create a PNR for both customers in the desired class of travel.
- TCP (cross reference) both PNRS (additional information should indicate the class of travel for the adult/child. See example below:
E.g. OS QR TCP2 R/L ABCXYZ DOH/XXX TRAVELLING IN J CLASS - Request an appropriate meal for the child (CHML)
- Recommended seating arrangements at the time of reservation is as follows:The child if travelling in Economy should be seated closest to the Premium Cabin (Preferably the 2nd row of the Economy Cabin).
- For security reasons, the child must be seated on an aisle seat .
- QR shall endeavor to do all possible to assist with desirable seating arrangements during pre-flight editing, check-in and boarding if the above was not possible.
- Child fare applies.
- Parent or guardian must be courteously reminded at the time of reservations/check-in that movement onboard the aircraft is permitted from the Premium Cabin to the Economy Class Cabin but not the other way around.
- Since the child is accompanied by the parent or guardian during all of these stages i.e. Check-in, Security, Immigration-Customs, Boarding, Transit (where applicable), Arrivals, Baggage claim there is no
intervention required from any QR ground personnel. - For information related to lounge Access in case the child is in Economy class then please refer to QR agent.
QR Onboard meals
QR accepts following special meal requests via Special Service Request (SSR) in the PNR:
AVML / BLML / CHML / DBML / FPML / GFML / HNML / KSML / LCML / LFML / LPML / LSML / NLML / PRML / RVML / SPML / VGML* / VJML / VLML / VOML
- *For Intra GCC flights, only VGML can be requested
- QR will not serve any other type of meal.
Special Meal (SSR SPML):
- SSR SPML can only be requested for allergen free meals, i.e. for customers who are allergic to certain type of foods. Please contact QR for further assistance.
- SSR SPML cannot be requested for passenger`s individual requirements or any other special meals.
If a passenger does not wish to be served with any meals on-board QR flights, SSR code NOML shall be used to notify the respective teams for relevant action.
There might be instances when some passengers do not accept the meal on board due to various reasons, e.g. fasting during Ramadan.
This code can only be used when passenger himself/herself specifically informs the trade partners that they do not require a meal on board.
Learn more- Baby Meal (BBML) - Pre-packaged baby food for infants up to two years. This is a standard meal provided for infants onboard and does not need to be requested at booking.
- Children's Meal (CHML) - This may be a non-vegetarian meal that is suitable for young travellers. It may contain: Pancakes, pasta, breaded chicken / fish fillets, chips, sweets, fruit, etc. For vegetarian choices, please request Veg CHML.
- Vegetarian Meal - Vegan (VGML) - This is a strictly vegetarian meal that is completely free of animal products, including honey, eggs, and dairy products. It may contain: Vegetables, grains, and fruit. Does not contain: Meat, poultry, fish, cheese, honey, eggs, milk and dairy products.
- Fruit Platter (FPML) - This meal only contains dry fruits and seasonal fresh fruit. Does not contain: Vegetables, meat, poultry, fish, seafood, eggs, caffeinated beverages, highly-processed foods, additives and preservatives.
- Raw Vegetarian Meal (RVML) - This meal is for customers who prefer only raw vegetables with a variety of fresh fruit. It contains: Raw vegetables and fresh fruit. Does not contain: Meat, poultry, fish, seafood, eggs, caffeinated beverages, highly-processed foods, additives and preservatives.
- Vegetarian Lacto-OVO Meal (VLML) - This is a vegetarian meal that includes eggs and dairy products. It may contain: Vegetables, fruit, cheese, eggs, dairy products, and soy products. Does not contain: Meat, poultry, fish, and seafood.
- Vegetarian Oriental Meal (VOML) - This is an oriental style vegetarian meal. It may contain: Vegetables, grains, and fruit. Does not contain: Meat, poultry, fish, seafood, eggs, milk and dairy products.
- Asian Vegetarian Meal / Veg Hindu Meal (AVML) - This is a vegetarian meal flavoured with spices from the Indian sub-continent. It may contain: Vegetables, fruit, dairy products, spices and aromas associated with the Indian sub-continent. The meal could be mildly spiced. Does not contain: Meat, poultry, fish, seafood, and eggs.
- Non-Vegetarian Hindu Meal (HNML) - This meal is prepared according to the requirements of the Hindu religion. This meal is non-vegetarian and prepared in an Indian style and mildly spiced . It may contain: Lamb, chicken, fish, eggs, milk and dairy products. Does not contain: Beef, veal, beef sauces, and beef extracts.
- Vegetarian Jain Meal (VJML) - This is an Indian vegetarian meal prepared in accordance to Jain principles.It may contain: Vegetables grown above ground and fruit.Does not contain: Meat, poultry, fish, seafood, eggs, dairy products, root and bulbous vegetables such as onion, garlic, potatoes, ginger, etc.
- Kosher Meal (KSML) - Prepared according to Jewish dietary law and purchased pre-packed from reputable manufacturers. Passover meals cannot be provided.
- Diabetic Meal (DBML) - This is a diabetic meal that contains minimal sugar content with an equal balance of proteins, fats, fibre, and complex carbohydrates.It may contain: Lean meats, boiled potatoes, low fat milk, plain yogurt, vegetables, fresh fruit, whole grain rice, breads, pasta, cereal and steamed or poached prepared foods as a cooking style. Does not contain: Fried or fatty foods, sugar, syrups, jam, and sweets.
- Gluten-Free Meal (GFML) - This meal is for customers on a gluten-free diet. It may contain: Lean meats, fish, rice, dairy products, fresh vegetables and fruit. Does not contain: Wheat and wheat flour, barley, oat and rye-based sauces, soups, breads, crackers, cakes, pastas, sweets, soups, sausages, starch and gravy.
- Bland Meal (BLML) - This meal is for customers who prefer light and easily digestible foods that are low in fat and help prevent gastric discomfort. It may contain: Low-fat food items such as boiled meats, soft vegetables, mashed potatoes, milk, dairy products and steamed or poached prepared foods as a cooking style. Does not contain: Fried or fatty foods, nuts, garlic, onions, strong scented spice, pickles and mustard.
- Low-Salt / Sodium Meal (LSML) - This meal is for customers who are on a low-sodium diet where no salt is added during preparation. It may contain: Any fresh or frozen food which is low in salt. Meal can be flavoured with herbs and spices. Does not contain: Free of additional salt, MSG, baking powder, shellfish, salt-cured meats or fish, gravies, canned vegetables, fish, pickles, and salty cheese.
- Non-Lactose Meal (NLML) - This meal is for customers who are lactose-intolerant and cannot consume dairy products. It may contain: Meat, fish, pasta, rice, potatoes, vegetables, and fruit. Does not contain: Milk, yoghurt, cheese, croissants, soft rolls, ice cream, sherbet, pudding, and all other dairy products.
- Low-Calorie Meal (LCML) - This meal is for customers on a low-calorie diet. It may contain: Lean meats, low-fat dairy, complex carbohydrates and steamed or poached prepared foods as a cooking style. Does not contain: Fried or fatty foods, sugar, full cream dairy products, fatty meats, sweets, sauces such as mayonnaise, and salad dressing.
- Low Cholesterol / Fat Meal (LFML) - This meal is for customers on a low fat diet with limited amounts of saturated fat. It may contain: Lean meats, poultry, fish, low-fat dairy products, egg whites, wholegrain bread, fresh fruit and steamed or poached prepared foods as a cooking style. Does not contain: Fried or fatty foods, animal fats, egg yolks, full cream dairy products, shellfish, fatty meats, and nuts.
