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Disability Assistance

Disability Assistance

Passengers who need special assistance 

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

We provide air travellers 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 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 Commitment & Contingency Plan for additional details regarding our services for passengers with disabilities or special needs (including flight delays).

  • 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 the fleet webpage on this website.
  • 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 requirements at least 24 hours before your schedule flight departure.
  • Airport services: EVA Air offers check-in services for passengers with special needs at the No.19 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-in 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. 
  • In-flight equipment: All types of EVA Air aircraft are equipped with special toilets and on-board wheelchairs for passengers with disabilities except for the A321-type aircraft due to space constraints. Please consult the fleet webpage on this website 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 using on-board wheelchair or other mobility aids.
    • We are unable to provide the following assistance for passengers with disabilities: 1. Assistance with eating meals. 2. Assistance with defecation and/or urination within the lavatory or at the seat. 3. Medical services. 
  • Support animals: Service pets required by passengers with disabilities, such as guide dogs, are not charged as excess baggage. However, passengers must provide relevant medical certification documents. For pet transportation, please refer to Pet Policy AVIH.

Complaint Resolution Officials (CRO) for Passengers with Disabilities

EVA Airways has specially trained individuals called Complaint Resolution Officials (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. Passengers can also contact the US Department of Transportation by any of the following means:

  • For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY);
  • by telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY);
  • by mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590; and
  • The US Department of Transportation's Final Rule on Non-Discrimination on the Basis of Disability in Air Travel applies on all EVA-Airways-operated flights to and from the USA. Passengers can obtain a copy of DoT 14 CFR 382 on the Aviation Consumer Protection Division's website (https://www.transportation.gov/airconsumer).

Wheelchair and Other Mobility Aid Assistance at Airports

A wheelchair service is available for departing, arriving, transfer, and transit passengers at each airport. If you need the wheelchair service, please let us know when you make the reservation or at least 24 hours before you travel. When travelling to/from Amsterdam International Airport or 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. If wheelchair services are not booked prior to flight departure, passengers may be waiting for the wheelchair services in the airport. We provide wheelchair services at the airport for passengers who require it. Passengers' 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.

Personal Wheelchairs and Other Assistive Devices

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

  • Folding or non-folding wheelchair/mobility aid
  • Total weight and dimensions (i.e., length × width × 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)
    • Dry battery
    • Non-spillable wet battery
    • Spillable (wet) battery
    • Lithium battery (please also provide watt-hour rating)

Wheelchairs or mobility aids with non-spillable (wet) batteries or dry batteries (service code: WCBD)

  • As the operator we must ensure the following:
    • The battery terminals are protected from short circuits, e.g., by being enclosed within a battery container.
    • The battery is securely attached to the wheelchair or mobility aid.
    • Electrical circuits have been isolated and there is no chance of unintentional operation.
    • Altered, unclear battery labels or stickers are unacceptable. 

  • If the battery/batteries cannot be securely attached to a wheelchair or mobility aid during check in, the following regulations must be followed: 
    • The battery/batteries must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction.
    • The removed battery/batteries must be stored in strong, rigid packaging which must be carried as checked baggage;
    • The battery/batteries must be protected from short circuit; 
    • Altered, unclear battery labels or stickers are unacceptable; 
    • We must inform the pilot in command of the location of the packed battery.

Wheelchairs or mobility aids with spillable (wet) batteries (service code: WCBW)

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 the following:
  • The battery terminals are protected from short circuits, e.g., by being enclosed within a battery container.
  • The battery is securely attached to the wheelchair or mobility aid.
  • Electrical circuits have been isolated and there is no chance of unintentional operation.
  • Altered, unclear battery labels or stickers are unacceptable.    
    **It's not acceptable if the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded always in an upright position.

Wheelchairs or mobility aids with lithium batteries (service code: WCLB)

As the operator we must ensure the following: 

  • The batteries must be of a type that meets the requirements of each test in the UN Manual of Tests and Criteria, Part III, subsection 38.3.
  • Non-OEM or altered lithium batteries must also meet the requirements above.
  • Copies of lithium battery testing results must be provided for future reference.
  • Altered, unclear battery labels or stickers are unacceptable;
  • The battery terminals are protected from short circuits, e.g., by being enclosed within a battery container.
  • The battery is securely attached to the wheelchair or mobility aid.
  • Electrical circuits have been isolated and there is no chance of unintentional operation.

If the battery/batteries cannot be securely attached to a wheelchair or mobility aid during check in, the following regulations must be followed: 

  • The battery/batteries must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction.
  • The battery/batteries must be protected from short circuit by insulating the terminals (e.g., by taping over exposed terminals).
  • The removed battery/batteries must be protected from damage (e.g., by placing each battery in a protective pouch). The battery/batteries must be carried as carry-on baggage.
  • Removal of the battery from the device must be performed by following the instructions of the manufacturer or device owner.
    *The battery must not exceed 300 Wh, or for a device that is fitted with two batteries required for operation, each battery must not exceed 160 Wh.
    *In addition to the battery/batteries removed from the wheelchair/mobility aids, a maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may be carried in the passenger cabin.
  • If you are on a codeshare flight, please contact the airline that actually operates the flight to confirm the specifications and quantity of the lithium battery/batteries to avoid any inconvenience.
  • We must inform the pilot-in-command of the location of the wheelchair/mobility aids with an installed battery, or the location of the lithium battery when removed and carried in the cabin. 

Checking and Returning Personal Wheelchairs/Mobility Aids at Gate

Checking and returning your wheelchair/mobility aid can also be arranged at the gate if airport facilities and related regulations are complied with. Please advise us in advance if you need to use the equipment at an airport.

  • Departure Flight: After completing check-in, please proceed to the gate earlier in order to check in your wheelchair/mobility aid smoothly.
  • Arrival Flight: After disembarking from the aircraft, please wait for a moment until your wheelchair/mobility aid is delivered to the gate for use.

Please note that some airport facilities/regulations may not satisfy your needs. Thank you for your consideration for any inconvenience caused.

To ensure safe carriage of your wheelchair/mobility aid, it will be very helpful if you bring the manufacturer's instructions (or copies) with you to the airport. We strongly recommend that your instructions be written in English and Chinese as well as the language of any other country on your itinerary. If your itinerary involves other carriers, you will need to get confirmation from the other airlines for each segment.

Our aircrafts are also designed to accommodate your basic needs. They are all equipped with an on-board wheelchair (except the A321) that can be used to shuttle between the seat and the lavatory.

Please contact EVA Air Reservations for more details, we are glad to help you.