Special Assistance

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EVA AIR provides various types of special assistance to make your flight safe and comfortable

Passengers who need special assistance

When you need special assistance because of a physical disability or mental/emotional disability, EVA will provide individual attention and assistance. If you need special assistance or services during your flight, please notify an EVA Air's Reservations Office, so we can make the necessary arrangements. An EVA Air Medical Information sheet (MEDIF) may be required to be completed by your attending physician under some circumstances and medical conditions. 

Contents

  1. Disability Assistance
  2. Complaint Resolution Officals (CRO) for Passengers with Disabilities
  3. Seating Accommodations
  4. Wheelchair and Other Mobility Aid Assistance at Airports
  5. Personal Wheelchairs and Other Assistive Devices
  6. Assistance Dogs
  7. Assistance During the Flight
  8. Unaccompanied Minors
  9. Travelling with an Infant and Small Children
  10. If You are Pregnant
  11. Stretchers Assistance
  12. On board Medical Oxygen
  13. Portable Oxygen Concentrators
  14. Additional Useful Information


Disability Assistance

We provide air travelers with disabilities with: (1) transportation to, from and between gates, by wheelchair or other appropriate means in the airport; (2) boarding assistance; (3) assistance with visual, auditory, cognitive, mental/emotional or  mobility impairments while in the airport and on the plane. At the time of making your reservation, we recommend that you inform our reservation staff of any physical condition and required equipment or service, such as customs clearance and wheelchair services you may require. For wheelchair and the other services, please read the rules listed below or contact our reservation offices. Any EVA Air flight that begins or ends at a U.S. airport conforms to the United States Department of Transportation (DOT) requirements. Read the Customer Service & Contingency Plan for additional details about our services for passengers with disabilities or special needs (including flight delays). 

Complaint Resolution Officals (CRO) for Passengers with Disabilities

EVA Airways has specially trained individuals called Complaint Resolution Officals (CROs) at each of our airport locations in the United States and at Taoyuan International Airport to assist our passengers with disabilities with their requests.

If you have any questions or concerns about your flight or the service you receive, please ask to speak with the CRO, you may also contact the US Department of Transportation:

  1. By telephone:Toll Free Hotline for Air Travelers with Disabilities
    • 1-800-778-4838 (voice)
    • 1-800-455-9880 (TTY)
  2. By telephone: Aviation Consumer Protection Division
    • 1-202-366-2220 (voice)
    • 1-202-366-0511 (TTY)
  3. By Mail:
    Air Consumer Protection Division
    C-75, US Department of Transportation
    120 New Jersey Avenue, SE
    West Building, Room W96-432
    Washington, DC 20590

The US Department of Transportation's Final Rule on Non-Discrimination on the Basis of Diability in Air Travel applies on all EVA Airways operated flights to and from U.S.A. and on all EVA Airways codeshare flights operated by other carriers

when the flight is within the U.S.A.

You may download a copy of the regulation 14 CFR 382 here or by accessing the U.S. DOT website at Aviation Consumer Protection webpage.

Seating Arrangements

Our reservation and airport ground staff will try to arrange an accessible seat for you on the plane. For in-flight safety, however, passenger seats will be arranged without blocking the emergency exits. For aircraft types and seating configurations, please consult our fleet webpage.

 

Wheelchair and other Mobility Aid Assistance at Airports

EVA Air office check-in services to passengers with special needs at the No.09 (05:00 ~10:00)/No.12 (10:00 ~ 23:30) counter of Taoyuan International Airport. You may also contact our ground staff at the other airports, and we will immediately help you with the check-i procedure. Most airports on EVA Air flight routes are equipped with air bridges and lifting equipment to provide enplaning and deplaning assistance. Please contact EVA Air as soon as possible if you are physically unable to use the stairs. 

Wheelchair service is available for departing, arriving, transfer and transit passengers at each airport. If you need wheelchair service, please let us know when you make the reservation or at least 24 hours before you travel. When travelling in a group of 10 or more passengers who use wheelchairs, please provide at least 48 hours of advance notice so that we can better assist you and provide the necessary stowage space. We provide wheelchair services for passengers who need to use one in the airport. Passenger's own wheelchairs or mobility aid devices are acceptable as checked baggage at no additional charge. These items may be checked in at either the check-in counter or the departure gate. If you need to use a wheelchair in cabin, please inform us in advance.

  • PTK (Passenger Transfer Kit) video chip 
  • PTKs are available to help passengers with full-body mobility impairments to their aircraft seats. Except for A321 and MD90 which has space restriction, all types of EVA Air aircraft are equipped with PTK. 

For passengers wit disabilities who do not require wheelchair assistance, but who do require assistance to/from the gates or between gates, we request that you inform us when you make your reservation or at least 24 hours before your flight(s) so that we can make the necessary arrangements.

Personal Wheelchairs and Other Assistive Devices

For customers with disabilities, there is no charge for transporting wheelchairs/mobility aid or providing wheelchair services. The wheelchair/mobility aid should be securely packed. If you bring your own electric wheelchair or mobility aid for travel,  limitation on the size and weight may apply. For safety reasons, we must examine all batteries to determine the proper handling. Thus, please provide us the following information:

  • Folding or non-folding wheelchair/mobility aid
  • Total weight and dimensions (i.e. length x width x height)
  • Number of batteries installed
  • Battery types: (it will help us to ensure the handling will be done safely and in accordance with the regulations)
    1. Dry battery
    2. Non-spillable wet battery
    3. Spillable (wet) battery
    4. Lithium battery (please also provide watt hour rating)
Wheelchairs or mobility aids with non spillable (wet) batteries or dry batteries
  • As the operator we must ensure that:
    1. the battery terminals are protected from short circuits e.g. by being enclosed within a battery container
    2. the battery is securely attached to the wheelchair or mobility aid
    3. electrical circuits have been isolated and there is no chance of unintentional operation
  • Where a battery powered wheelchair or mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. collapsible), the following must be adhered to by us as the operator:
    1. the battery(ies) must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction
    2. the removed battery(ies) must be carried in strong, rigid packaging which must be carried as checked baggage
    3. the battery(ies) must be protected from short circuit
    4. we must inform the pilot in command of the location of the packed battery
Wheelchair or mobility aid with a spillable (wet) battery
  • Provided that the wheelchair or aid can be loaded, stowed, secured and unloaded always in an upright position then the battery may remain installed in the wheelchair. As the operator we must ensure that:
    1. the battery terminals are protected from short circuits e.g. by being enclosed within a battery container
    2. the battery is securely attached to the wheelchair or mobility aid
    3. electrical circuits have been isolated and there is no chance of unintentional operation
      ** It’s not acceptable if the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded always in an upright position.
      ** No wheelchair or mobility aid with a spillable (wet) battery can be accepted on Aircraft type MD90.
Wheelchair or mobility aid with a lithium battery
  • As the operator we must ensure that:
    1. the batteries must be of a type which meets the requirements of each test in the UN Manual of Tests and Criteria, Part III, subsection 38.3
    2. the battery terminals are protected from short circuits e.g. by being enclosed within a battery container
    3. the battery is securely attached to the wheelchair or mobility aid
    4. electrical circuits have been isolated and there is no chance of unintentional operation
  • Where a battery powered wheelchair or mobility aid is specifically designed to allow its battery(ies) to be removed by the user (e.g. collapsible), the following must be adhered to by us as the operator:
    1. the battery(ies) must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction
    2. the battery(ies) must be protected from short circuit by insulating the terminals (e.g. by taping over exposed terminals)
    3. the removed battery(ies) must be protected from damage (e.g. by placing each battery in a protective pouch). The battery(ies) must be carried as carry-on baggage
    4. removal of the battery from the device must be performed by following the instructions of the manufacturer or device owner
    5. the battery must not exceed 300 Wh
    6. a maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may be carried. The battery(ies) must be carried in the passenger cabin
    7. we must inform the pilot in command of the location of the wheelchair or mobility aid with an installed battery or the location of the lithium battery when removed and carried in the cabin

To ensure safe carriage of your wheelchair/mobility aids, it will be very helpful if you bring the manufacturer's instructions with you to the airport. If your itinerary involves other carriers, you need to get confirmation with the other airlines for each segment. 

Please contact EVA Air Reservations for more details, we are glad to help you. We strongly recommend that your instructions be written in English and Chinese as well as the language of any other country on your itinerary.

Our aircraft are also designed to accommodate your basic needs. They are all equipped with an onboard wheelchair (except A321/MD90) that can be used to shuttle between the seat and the lavatory.

Service Dogs

EVA Airways recognizes that many people with disabilities use service animals. 

Service animals such as escort dogs required by disabled passengers can be carried on board without excess baggage charges. Passengers carrying such animals shall produce an attending physician’s statement, except when traveling to/from U.S.A. (see below). Please note the EVA Airways only accepts dogs as service animals. See traveling the Pets for detail about the transportation of pets. If you are traveling on a direct flight to/from the USA some additional or different regulations may apply: 

  • Service Dogs are dogs that are trained to assist passengers with disabilities with specific jobs or tasks. Because of the length of flights to and from the U.S.A.. We request that you contact our reservations department at least 48 hours in advance to make arrangements. 
  • Emotional Support Dogs are dogs that provide emotional support and comfort to passengers with mental or emotional disabilities. If you plan to travel with an emotional support dog, We will need the following documentation: 
    1. A letter from a licensed mental health professional on their letterhead stationery that is no older than 1 year.
    2. The letter must state that the passenger is under the care of the person writing the letter.
    3. The passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual (DSM) IV.
    4. The passenger needs the dog as and accommodation during the flight and/or at the destination.
    5. The date, type and jurisdiction of the mental health professional’s license.

If you are traveling with a service dog, you must also ensure that you have all the required health certificates for the dog for your destination and any countries of transit. Please check the with consulate(s) of the country (ies) on your itinerary to make sure you have all the health certificates and documentation that you need. 

Service and emotional support dogs must be able to fit under the seat in front of you or be able to lie at your feet without obstructing the row or the aisle.

Assistance During the Flight

Except for the MD90 which has space restrictions, all types of EVA Air aircraft are equipped with special toilets and on-board wheelchairs for passengers with disabilities. See the Our Fleet webpage for lavatory availability of each aircraft type.

  • In-flight services - we provide passengers with disabilities with the following assistance : 
    1. Transportation between the aircraft gate and seat while enplaning/deplaning.
    2. Transportation between the aircraft seat and toilet by on-board wheelchair or other mobility aids.
    3. Assistance in preparing to eat such as removing lids and opening packages and the identifying foods.
    4. Assisting semi-ambulatory passengers in moving to and from the toilets without lifting.
    5. Assistance in stowing and removing carry on items including mobility aids and other assistive devices. 
  • We are unable to provide the following assistance for passengers with disabilities: 
    1. Assistance with feeding of meals.
    2. Medical services.
    3. Assistance within the restroom or assistance at the seat with defecation and/or urination functions. 

Should you require the above-mentioned services. Please prepare in advance so you can accomplish what you need without the assistance of a flight attendant. 

Special meals on board: We offer diabetic, vegetarian, low-fat and various other meals that cater of passengers with special medical or dietary needs. Please inform our reservation staff of any special dietary requirement 24 hours before your schedule flight departure.

Unaccompanied Minor

Unaccompanied minors aged 5 to 12 years may travel with EVA Air. To ensure the safety of children traveling alone, we request that parents/guardians inform us that they are booking a flight for an unaccompanied minor at the time they make reservations. Parents need to fill out a UM form, including local contacts at both departure and arrival pick-up points.

  • In Business Class on each flight, EVA Air will accept a maximum of only one unaccompanied minor between the ages of 8 and 12 years of age. 
  • An unaccompanied minor is not allowed to use the VIP lounge facility at London/Brisbane airport due to alcohol regulations. EVA will provide meal coupons to the unaccompanied minor. 
  • If the itinerary includes a transfer/stopover that exceeds 4 hours, arrangements must be made in advance by a parent or guardian for an authorized person to meet/pick up the child upon arrival at the stopover/layover point and stay with the child until he/she can be checked back in to continue the trip. 
  • An unaccompanied minor should hold a UM Applicable Fare ticket or pay the difference to make up the UM charge. For detailed information about the UM applicable fare ticket, please contact your EVA ticketing office or travel agent. 
  • All children under the age of 12 will be considered unaccompanied minors, even if they are traveling with other young flyers under the age of 16. 
  • If segments of the unaccompanied minor's trip involve other airlines, we recommend that you contact those airlines for their specific procedures.

Traveling With an Infant or Small Child

  • When traveling, infants and small children under 2 years of age must be accompanied by an adult. 
  • Within the first 7 days after birth, a baby is not considered strong enough for air travel and will not be accepted as a passenger on an EVA flight. 
  • EVA requires that a Medical Information sheet (MEDIF) certifying readiness for air travel be provided for premature babies. 
  • For safety reasons, whenever two infants or small children are traveling with one adult, one must be able to sit in a seat using an approved car-type infant seat. 
  • According to CAA regulations, an aircraft shall be equipped with a seat for each person who is over two years of age. 
  • Beginning Nov. 1, 2004, infants who reach their second birthday while traveling on an EVA Air flight must, in accordance with safety regulations, begin to occupy their own seat. The applicable child's fare must be paid for all sectors flown after the child reaches two years of age. 
  • If you would like to order a baby meal and/or diapers, please contact our reservations office at the time you make your booking. We will do everything possible to assist you. 
  • Baby bassinets are available aboard all EVA Air aircraft, but for safety reasons, height and weight limitations apply. Please advise us of your baby’s date of birth, height and weight when you make your reservation.
  • Royal Laurel class can not accept use Chid Restraint System (car seat, CARES..)
  • Baby bassinets list:
  • AircraftMeasurementLimitNote
    B74781.9CM Long x 39.4CM Wide16KG
    B777

    70.8CM Long x 29.8CM Wide

    81.9CM Long x 39.4CM Wide

    14KG

    16KG

    Royal Laurel Class Baby Bassinet install between 138CM ~ 141CM height
    A332

    80.9CM Long x 32.8CM Wide

    81.9CM Long x 39.4CM Wide

    14KG

    16KG

    A33381.9CM Long x 39.4CM Wide16KG
    A32170.8CM Long x 29.8CM Wide14KG
    MD9060CM Long x 30CM Wide10KG

If You Are Pregnant

  • Although pregnancy is not a disability it is important to recognize that expectant mother during the last 4 weeks of pregnancy prior to confinement or a mother within the first 7 days after giving birth cannot be accepted as a passenger on an EVA flight. 
  • An expectant mother anticipating a complicated pregnancy during the last 8 weeks prior to confinement cannot be accepted as a passenger on an EVA flight. 
  • An expectant mother during the last 12 to 4 weeks of pregnancy prior to confinement must obtain an medical information sheet (MEDIF) within 10 days prior to flight departure. 
  • We recommend that pregnant travelers bring a Doctor's Diagnostic Statement verifying the expected date of confinement to prevent the possibility of being denied boarding by airport staff or barred from entering a destination country. 
  • Regulations vary from country to country. We recommend you check travel requirements with the local diplomatic mission of your destination country before you make a reservation.

Stretcher Assistance

An EVA Medical Information sheet (MEDIF) certifying fitness to travel must be forwarded to our reservations office and approved by an EVA physician before any passenger requiring this service can be transported.

The passenger using the stretcher must be accompanied by at least one medical doctor or nurse if medical treatment will be required during the flight. A stretcher surcharge equal to 6 full standard fares in the highest applicable adult Y class must also be paid. For detailed information about the stretcher assistance surcharge, please contact an EVA ticketing office.

Carriage is limited to 1 stretcher passenger on each flight segment in Economy Class of some specific aircraft types only. Please contact your EVA Air reservations office at least 48 hours (two working days) before your scheduled flight departure to request stretcher service.

On-board Medical Oxygen

The built-in oxygen supply systems on our aircraft are strictly designed for emergency situations. If a passenger anticipates that they will need oxygen during a normal flight, EVA Air will provide a supply for that individual when the request is made at least 48 hours prior to the flight.

An EVA Medical Information sheet(MEDIF) certifying the passenger's fitness for air travel must be forwarded to our reservations office and approved by an EVA physician at least 48 hours (two working days) before your scheduled flight departure.

A passenger who needs oxygen must be accompanied by at least one medical doctor or nurse if medical treatment is required during the flight. An oxygen bottle and seat surcharge must also be paid. There is a US$200 charge per one oxygen bottle and for the seat surcharge fare. Please contact an EVA ticketing office or travel agent. Excluding oxygen needs on the ground, EVA will make every effort to provide the requested oxygen supply onboard your flight.

Portable Oxygen Concentrators

EVA air permits the use of personal respiratory dvices POCs, Respirators and Ventilators during the flight. Unfortunately we can’t provide electricity to power medical equipment on our aircraft, so your equipment will need to be battery powered.

Portable Oxygen Concentrators (POCs):Passengers may bring and use Portable Oxygen Concentrator (POC) devices on board. The POC needs to be approved by EVA and comply with carry- on baggage weight and dimensions limitations. The POC must be stowed under the front passenger's seat; otherwise passengers may pay for an extra seat to tie-down the POC. The passenger must carry sufficient fully-charged batteries to power the device for 150% of the expected maximum flight duration,and any anticipated delays. Extra batteries must be packaged for carry-on in a manner to prevent short a circuit.

Battery terminals must either be recessed or packaged to prevent contact with metal objects, including terminals of other batteries. The passenger needs to advise EVA in advance at least 48 hours prior to the flight departure date and inform reservation staff of the intended use of the POC and the model of POC to be used.

Passengers who plan to use a Portable Oxygen Concentrator (POC) must provide a medical certificate (MEDIF) from their physician that is issued not more than 10 days prior to departure of the flight.

The passenger must check in and arrive at the departure gate no less than 60 minutes prior to departure. Prior to boarding, the handling staff will verify the POC model, physician's letter, number and packaging of batteries. The device must have a label attached indicating that it has been approved for use in aircraft. For more information, please contact EVA AIR reservation staff.

Other Respiratory Devices - Continuous Positive Airways Pressure Machines (CPAPs), Respirators and Ventlators: 

Passengers who plan to use respiratory devices, other than a POC, also need to provide battery power as we cannot guarantee uninterrupted electrical power. Passngers will need enough battery life for 150% of the maximm, anticipated flight time. Extra batteries must be packaged for carry-on in a manner to prevent a short circuit. The passenger needs to contact EVA Reservations at least 48 hours in advance of the flight departure date to get the flying time and to advise of their intention to use a respiratory device during the flight. 

Battery terminals must either be recessed or packaged to prevent contact with metal objects including the terminals of other batteries.

The following POCs are allowed on board:

  • Invacare Corporation's XPO2
  • Delphi Medical System's RS-00400
  • AirSep Corporation's Lifestyle
  • AirSep Corporation's Freestyle
  • Inogen Inc.'s Inogen One
  • SeQual Technologies' Eclipse
  • Respironics Inc,s'EverGo
  • DeVilbiss Healthcare's iGo
  • International Biophysics Corporation's LifeChoice
  • Inogen's Inogen One G2
  • Oxlife's Independence    

The following Medical -Portable Electronic Devices are allowed on board :

  • Ambulatory Infusion Pumps:
    1. CADD-1 Pump Model 5100
    2. CADD-PLUS Pump Model 5400
    3. CADD-TPN Pump Model 5700
    4. CADD-PCA Pump Model 5800
    5. CADD-Micro Pump Model 5900
    6. CADD-Legacy PCA Pump Model 6300
    7. CADD-Legacy 1 Pump Model 6400
    8. CADD-Legacy Plus Pump Model 6500
    9. CADD-Prizm VIP Pump Model 6100
    10. CADD-Prizm PCS Pump Model 6100
    11. CADD-Pirzm VIP Pump Model 6101
    12. CADD-Prizm PCS Pump Model 6101
    13. CADD-Prizm PCS II Pump Model 6101
  • Suction Unit:
    1. Sunrise Medical De VillBiss 7305
  • Ventilator:
    1. Newport HT-50
  • Pulmonetic Systems LTV-800/-900/-950/-1000/-1500/-1200
    1. CPAP (Continuous Positive Airway Presure)
    2. BiPAP (Bi-level Positive Airway Presure)
  • Products for the diagnosis and treatment of sleep-disordered breathing
    1. ResMed

Additional Useful Information for Passegers with Disabilities :

  • Passengers with disabilities who are departing from a US airport should check with the TSA website for information on screening and other procedures for passengers with disabilities. TSA also provides pre-arranged assistance in some cases for passengers with disabilities. Please refer to the Travel Information web page of Transportation Security Administration for details of the TSA Cares program.
  • Passengers who are traveling with medications should always carry their medications in their carry-on baggage and not place them in their checked baggage. If there are any questions about the amount of medication, especially liquids, please refer to the TSA regulations on their website.
  • Portable Dialysis Machines are permitted on flights to/from the U.S.A. but may not be used during the flight. Please contact EVA Reservations in advance of your flight to advise the dimensions (length + width + height) and the weight of your machine so we can advise you about its carriage. 
  • Personal Oxygen Bottles are never permitted on EVA flights either as carry-on or as checked baggage.This is due to US and international dangerous goods and safety regulations. If you require oxygen during the flight, please refer to the section about On Board Medical Oxygen.
  • Passengers with reduced mobility who are departing from UK airport. If you have any question or need special assistance, please contact our UK reservation office 20-73808300. 

Medical Information Sheet (MEDIF)

Please pass the following forms to your attending physician and fill them in depending on your health conditions, so that our Aviation Medicine Office can determine if special safety measures or medical services are required. It is prohibited to operate of any electrical medical device during emergency evacuation.


MEDIF English PDF download file

MEDIF Traditional Chinese PDF download file