Frequently Asked Questions

Frequently Asked Questions

Am I fit to fly?

Not sure whether you’re fit to fly? You’ll need to contact your doctor before you book. Flying can cause problems like Deep Vein Thrombosis for people with bronchial or circulatory problems – so it’s best to double-check.

Broken bones
If you’ve broken your arm or leg, you can still travel with TUI as long as your plaster cast hasn’t been fitted or changed less than 48 hours before your flight. If it has been fitted or changed during the 48 hours before, you’ll need a fitness to fly letter from your doctor.

If you have full leg plaster, a fused knee or you can’t bend your leg, you’ll need to book two extra seats so you can sit sideways during the flight. Please give us a call to arrange this. You’ll need a fitness to fly letter, too.

Infectious diseases
If you’ve been suffering from an infectious disease like chickenpox, you’ll need to wait a certain period of time after you’ve recovered before you can travel. Speak to your doctor and to the airline to check how long this is. You’ll also need a fitness to fly letter from your doctor.

Can I take an assistance dog on my flight?

Each airline may have a different policy for travelling with assistance dogs. Please check with the airline directly.

Can I take my wheelchair?

Airline policies on wheelchairs, how they’re booked and what can go on board will vary from airline to airline, so we suggest contacting yours to check.

Can I travel if I’m suffering from infectious disease, like chickenpox?

Please see our Assisted Travel page for information on infectious diseases.

Can I travel with a broken arm or leg?

For most airlines, if you’ve had a plaster cast fitted less than 48 hours before you’re due to fly, your doctor will need to split the cast. It’ll usually be split in two and supported with more bandages. This is to allow for any more swelling. You’ll also need to bring a fitness to fly letter.

If your plaster cast was fitted outside of 48 hours, you won’t need a fitness to fly letter. That said, we recommend you speak to your doctor about any extra precautions you need to take while you’re away as well.

If you’re unable to bend your leg:

If you have full leg plaster, a fused knee or you can’t bend your leg, you’ll need to book two extra seats so you can sit sideways during the flight. Please call your airline directly to let them know and work out the process.

I am travelling alone, do I need a personal assistant?

You’ll need a personal assistant to travel with you if you don’t meet the UK Civil Aviation Authority’s definition of being self-reliant. This means you need to be able to:

– Open your seat belt
– Leave your seat and reach an emergency exit without help
– Collect and fit a lifejacket
– Put on an oxygen mask without help
– Understand the safety briefing and instructions given by the crew in an emergency, including information provided in accessible formats

You may also want to think about travelling with a personal assistant if you need help with any of the following:

– Breathing – e.g. if you rely on supplementary oxygen

– Eating – although cabin crew can help you open containers

– Going to the toilet – cabin crew can help you move through the cabin in a wheelchair to reach the toilet, but you need to be able to use the facilities by yourself

– Taking medication – you’ll need to be able to administer your own medication during the flight

If you need to travel with a personal assistant, most airlines will need you to sit together. We would suggest getting in touch with the airline directly to check availability before you book.

Do I have to do anything to prepare my Electric Mobility Aid for air travel?

The information you declare when pre-booking your electric mobility aid will be checked at the airport and it will only be accepted once this has been verified. If any information provided is inaccurate, this could lead to the item being refused on safety grounds.

If your electric mobility aid requires any supplementary equipment to inhibit the battery or make it safe for carriage then you must provide this. This includes any battery pouches for storage or electrical tape to insulate the battery terminals.

You must report to the check-in desk and declare your electric mobility aid to the check-in agent before going through security, especially if it’s packed in a case or a bag which makes it difficult to identify.

If you’ve been advised that your electric mobility aid is too high to be loaded in the upright position, please ensure it is collapsed before loading.

If you’re using your electric mobility aid up until the boarding gate, then please ensure that you arrive at the gate as soon as it opens. This allows the airline staff to carry out the safety checks in good time and avoid any delays to the flight.

Please carry your manufacturer’s user guide to assist you and airport staff to inhibit the electrical circuits of the vehicle and remove the battery if required.

If the declared electric mobility aid or your flight plans change, please contact us immediately on 0203 451 2690.

If you’ve declared your electric mobility aid is operated by Lithium, Dry Cell or Wet Cell Battery, the industry standard conditions of carriage can be viewed here.


How can I get information in an accessible format?

If you need information in a different format, e.g. large print or braille, please contact our Assisted Travel team on 02034512690.*

*Calls from UK landlines cost the standard rate, calls from mobiles may be higher. Check with your network provider.

I have a severe nut allergy, how do I inform the airline?

You’ll need to contact the airline you’re due to fly with by going on their website and finding their contact us page.

I’m autistic or have learning difficulties – what help can you arrange for me?

There are lots of things we can do to help you on your journey, from sending photos of the airport processes to help you prepare to arranging someone to help you through the airport. Just give us a call on 0203 451 2690 and we’ll let you know what we can do.*

*Calls from UK landlines cost the standard rate but calls from mobiles may be higher. Check with your network provider.

How do I book assistance at the airport?

If you need assistance at the airport, you’ll need to let us know before you travel. You can book airport assistance online with us using our online check-in service

Once you’ve logged in, select the special requests option. Here, you’ll be able to give details of the assistance that you, or someone you’re travelling with will need. You can also let us know if you’ll then pass these details onto the assistance providers at the airport.

If you need to know more about online check in and you can’t find the information you on our website, give us a call on 0203 451 2690. If you’re having problems with checking in online within 7 days of travel, please contact us.* *Calls from UK landlines cost the standard rate but calls from mobiles may be higher. Check with your network provider.

How can I reduce the risk of Deep Vein Thrombosis?

Deep vein thrombosis (DVT) is when muscles are constricted and the return of blood from the legs to the heart is inhibited. This can lead to fluid collecting in the feet and to subsequent muscular aches and pains, a feeling of excess fatigue or very rarely, more serious complications even after your flight has ended.

What is my risk?
Some people are more likely to develop DVT than others. Here are some examples from current medical knowledge:

Those at minor risk:

  • Aged over 40
  • Very tall, very short or obese
  • Previous or current leg swelling from any cause
  • Recent minor leg injury or minor body surgery
  • Extensive varicose veins

Those at moderate risk:

  • Recent heart disease
  • Pregnant or on any hormone medication, particularly the contraceptive pill and HRT
  • Recent major leg injury or leg surgery
  • Family history of DVT

Those at substantial risk:

  • Previous or current DVT
  • Known clotting tendency
  • Recent major surgery or stroke
  • Current malignant disease or chemotherapy paralysed lower limb(s)

If you’re concerned about your risk of suffering from DVT we strongly recommend you seek medical advice before booking.

These steps below may help to reduce your risk:

  • Drink plenty of water during the flight and avoid alcohol and caffeine during the flight (and before)
  • Take only short periods of sleep
  • Do not take sleeping pills
  • Avoid leg discomfort when seated by not crossing your legs
  • Walk around the cabin whenever you can
  • Carry out the simple in-flight exercises shown below and in our in-flight information
  • Wear loose fitting comfortable clothes and shoes when travelling

Our main advice is to avoid being totally static throughout your flight this includes night flights.

I have a hidden disability, how can I contact you?

Airline support

If you’re travelling with TUI Airways, they’ve joined forces with the Hidden Disabilities Sunflower Lanyard Scheme®. Wear one of these around your neck and the staff at the airport will see that you have a hidden disability. They’ll then do whatever they can to make your journey as easy and stress-free as possible, without drawing any unwanted attention.

If you’re travelling with another airline, lease check directly with them.

In resort support

If you need support in resort, please contact our Assisted Travel team on 02034512690.*

*Calls from UK landlines cost the standard rate, calls from mobiles may be higher. Check with your network provider.

Sales Enquiries

If you are thinking of booking a holiday or just need some general advice, call:

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After Sales

If you have already booked a holiday and need to contact us, call:

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