Special Assistance
If you have reduced mobility, a visual, hearing, or mental impairment, have recently undergone surgery, are wearing a plaster cast, are pregnant, are traveling with medical devices or medications, or have any other special conditions or illnesses that might affect your travel, please inform us at the time of booking. This will help us ensure the necessary services are provided for a smooth and hassle-free journey.
Important Notice
To ensure there are no delays at the airport or during boarding, we recommend that you arrive at the airport check-in counter at least three (3) hours before your scheduled departure time, along with any required medical certificates (if applicable).
U.S. Department of Transportation Requirements
We are committed to ensuring accessibility for all passengers, in accordance with the U.S. Department of Transportation’s (DOT) requirements under 14 CFR Part 382. For detailed information, you can refer to the DOT’s Airline Passengers with Disabilities Bill of Rights Airline Passengers with Disabilities Bill of Rights | US Department of Transportation. This important resource outlines the rights of passengers with disabilities and the obligations of airlines.
Wheelchairs and Other Assistance Devices
Arajet offers wheelchair service at the airport for our passengers with special needs or limited mobility who need assistance getting to the departure gate for their flight, making a connection, or upon arriving at their destination. To help us ensure that your needs can be met and addressed, we encourage you to request this service when booking your travel or by contacting our contact center 24 or more hours prior to the departure of your flight.
Travelling with Wheelchairs and Special Assistance Devices
We will carry Wheelchairs and other Assistance Devices as Hold Baggage for no charge. You must attend the airport check-in counter when it opens three (3) hours before the Scheduled Departure Time. Our staff will check your wheelchair in as Hold Baggage and issue you with a Baggage Receipt.
Assistance devices powered by non-spillable batteries may be checked in as hold baggage at no charge, provided that the plugs are protected against short circuits, the battery is located inside a container, and the wheelchair is properly secured to prevent damage from the movement of other baggage.
Wheelchairs and other Assistance Devices powered by battery are accepted for carriage only. if they do not affect the safety of the Flight. Wet or acid batteries are considered dangerous goods and will not be accepted for travel. You must read our conditions for acceptance of batteries as detailed in the conditions of carriage.
Customers with reduced mobility who can support themselves in the event of an evacuation, may travel without an attendant. Customers with reduced mobility who cannot support themselves in the event of an evacuation, must travel with an adult attendant aged sixteen (16) years or older and with no limitations. The attendant must pay the full Tariff.
Travelling with Wheelchairs and Special Assistance Devices
We will carry Wheelchairs and other Assistance Devices as Hold Baggage for no charge. You must attend the airport check-in counter when it opens three (3) hours before the Scheduled Departure Time. Our staff will check your wheelchair in as Hold Baggage and issue you with a Baggage Receipt.
Assistance devices powered by non-spillable batteries may be checked in as hold baggage at no charge, provided that the plugs are protected against short circuits, the battery is located inside a container, and the wheelchair is properly secured to prevent damage from the movement of other baggage.
Wheelchairs and other Assistance Devices powered by battery are accepted for carriage only. if they do not affect the safety of the Flight. Wet or acid batteries are considered dangerous goods and will not be accepted for travel. You must read our conditions for acceptance of batteries as detailed in the conditions of carriage.
Customers with reduced mobility who can support themselves in the event of an evacuation, may travel without an attendant. Customers with reduced mobility who cannot support themselves in the event of an evacuation, must travel with an adult attendant aged sixteen (16) years or older and with no limitations. The attendant must pay the full Tariff.
Traveling With Babies
We are happy to welcome your little ones onboard, but for their safety they must be at least 8 days old. Infants less than 8 days old will not be accepted for travel.
If you have a child aged 2 years or older or would like your Infant to occupy their own seat (in an approved travel seat), the full Tariff will be charged as available at time of booking. Please read our Conditions of Carriage for full details on requirements for Infant Travel Seats.
Infants travelling on the lap of an Adult will be charged 5% of the Fare (plus any Taxes and Charges). For safety reasons there is a limit of two Infants per Adult, one of which must occupy their own seat.
When travelling with an Infant you can take one additional Personal Item onboard. This must weigh no more than 6kg and be no larger than 40x25x20cm.
If you would like to take a stroller or travel seat with you, please take it to the airport check-in counter and our team will place a Baggage Tag on the item. You can use the stroller or travel seat in the terminal and collect from you at the boarding gate. On arrival, your stroller or travel seat will be available from the baggage carousel.
Children under the age of 16 may not travel unaccompanied and must travel with an Adult aged 16 or over.
If you have a child aged 2 years or older or would like your Infant to occupy their own seat (in an approved travel seat), the full Tariff will be charged as available at time of booking. Please read our Conditions of Carriage for full details on requirements for Infant Travel Seats.
Infants travelling on the lap of an Adult will be charged 5% of the Fare (plus any Taxes and Charges). For safety reasons there is a limit of two Infants per Adult, one of which must occupy their own seat.
When travelling with an Infant you can take one additional Personal Item onboard. This must weigh no more than 6kg and be no larger than 40x25x20cm.
If you would like to take a stroller or travel seat with you, please take it to the airport check-in counter and our team will place a Baggage Tag on the item. You can use the stroller or travel seat in the terminal and collect from you at the boarding gate. On arrival, your stroller or travel seat will be available from the baggage carousel.
Children under the age of 16 may not travel unaccompanied and must travel with an Adult aged 16 or over.
Traveling With Animals
If you would like to travel with an animal, there are several things you need to be aware of and prepare before your flight.
We only accept cats or dogs on board our flights, and we do not transport animals as cargo or as checked baggage. Animals must travel with their human in the cabin.
A passenger may only bring a maximum of one (1) animal on board a flight, and is responsible for presenting all thre required documentation, and for always controlling the behavior of the animal. The airport, the animal health unit and the Airline reserve the right to refuse carriage to your animal if it is less than 8 weeks old, is considered part of a dangerous, aggressive, or barchycephalic breed, if the required documentation from both origin and destination countries is notpresent and adequate, if we deem they present a risk to the comfort and safety of our other passengers and crew, and if the animal does not fit within the size dimensions outlined in the sections below. For more information, please visit to our Conditions of Carriage.
Pets
You may travel with one (1) cat or dog in the cabin (no other animals will be accepted) under the following conditions:
· Pets must travel in a soft-sided carrier, no larger than 15”x9”x7” / 40x25x20cm. The combined weight of the carrier and pet must be less than 10kg. No other type of carrier (handbag, hard-sided carrier or any other type) will be accepted. The pet must be able to stand and turn around in the container.
· At no time during travel may the pet be removed from the carrier. If, for reasons of inspection or validation by authorities it is necessary to remove the animal from the carrier, they must be restrained by a leash and dogs must be muzzled.
Pets are carried in the cabin for a fee. For safety reasons we limit the number of animals onboard each flight, so we strongly recommend you add your pet to your Flight when making your Booking or as early as possible.
Assistance dogs
You may travel with up to two (2) trained Assistance or Service dogs in the cabin (no other animals will be accepted) under the following conditions:
· Your Assistance / Service Dog(s) must be able to fit on your lap (if the dog is smaller than a 2-year-old child) or fit within your foot space without blocking passage of any other passenger. If your Assistance / Service Dog(s) is too large to fit in the seat(s) foot space you have purchased, you may purchase additional seat(s) to guarantee travel or wait for a flight that has sufficient empty seats available.
· Assistance / Service Dogs are carried in the cabin for no charge. To avoid delays at the check-in we strongly recommend you add your Assistance / Service Dog(s) to your Flight when making your Booking.
For travel to and from the US, you must submit at or before airport check-in the DOT Service Animal Air Transportation Form found here:
https://www.transportation.gov/individuals/aviation-consumer-protection/service-animals/Air_Transportation_Form
This form is compatible with the latest version of JAWS and
NVDA screen readers, and it may be completed and signed on a desktop or mobile device using Adobe Acrobat Reader. For any animal entering the US, it is also mandatory to submit the CDC Dog Import Form at the airport check-in. (https://www.cdc.gov/importation/dogs/dog-import-form-instructions.html)
Emotional support animals:
You may travel with one (1) cat or dog as an Emotional Support Animal in the cabin (no other animals will be accepted) under the following conditions:
· Your Emotional Support Animal must be able to fit on your lap (if the dog is smaller than a 2-year-old child) or fit within your foot space without blocking passage of any other passenger.
· You must provide supporting documentation from your physician justifying why you must travel with the emotional support animal; the certificate must include the signed letterhead of said professional and must not be older than one year before the date of the flight.
Emotional Support Animals are carried in the cabin for a fee. For safety reasons we limit the number of animals onboard each flight, so we strongly recommend you add your pet to your Flight when making your Booking or as early as possible.
We only accept cats or dogs on board our flights, and we do not transport animals as cargo or as checked baggage. Animals must travel with their human in the cabin.
A passenger may only bring a maximum of one (1) animal on board a flight, and is responsible for presenting all thre required documentation, and for always controlling the behavior of the animal. The airport, the animal health unit and the Airline reserve the right to refuse carriage to your animal if it is less than 8 weeks old, is considered part of a dangerous, aggressive, or barchycephalic breed, if the required documentation from both origin and destination countries is notpresent and adequate, if we deem they present a risk to the comfort and safety of our other passengers and crew, and if the animal does not fit within the size dimensions outlined in the sections below. For more information, please visit to our Conditions of Carriage.
Pets
You may travel with one (1) cat or dog in the cabin (no other animals will be accepted) under the following conditions:
· Pets must travel in a soft-sided carrier, no larger than 15”x9”x7” / 40x25x20cm. The combined weight of the carrier and pet must be less than 10kg. No other type of carrier (handbag, hard-sided carrier or any other type) will be accepted. The pet must be able to stand and turn around in the container.
· At no time during travel may the pet be removed from the carrier. If, for reasons of inspection or validation by authorities it is necessary to remove the animal from the carrier, they must be restrained by a leash and dogs must be muzzled.
Pets are carried in the cabin for a fee. For safety reasons we limit the number of animals onboard each flight, so we strongly recommend you add your pet to your Flight when making your Booking or as early as possible.
Assistance dogs
You may travel with up to two (2) trained Assistance or Service dogs in the cabin (no other animals will be accepted) under the following conditions:
· Your Assistance / Service Dog(s) must be able to fit on your lap (if the dog is smaller than a 2-year-old child) or fit within your foot space without blocking passage of any other passenger. If your Assistance / Service Dog(s) is too large to fit in the seat(s) foot space you have purchased, you may purchase additional seat(s) to guarantee travel or wait for a flight that has sufficient empty seats available.
· Assistance / Service Dogs are carried in the cabin for no charge. To avoid delays at the check-in we strongly recommend you add your Assistance / Service Dog(s) to your Flight when making your Booking.
For travel to and from the US, you must submit at or before airport check-in the DOT Service Animal Air Transportation Form found here:
https://www.transportation.gov/individuals/aviation-consumer-protection/service-animals/Air_Transportation_Form
This form is compatible with the latest version of JAWS and
NVDA screen readers, and it may be completed and signed on a desktop or mobile device using Adobe Acrobat Reader. For any animal entering the US, it is also mandatory to submit the CDC Dog Import Form at the airport check-in. (https://www.cdc.gov/importation/dogs/dog-import-form-instructions.html)
Emotional support animals:
You may travel with one (1) cat or dog as an Emotional Support Animal in the cabin (no other animals will be accepted) under the following conditions:
· Your Emotional Support Animal must be able to fit on your lap (if the dog is smaller than a 2-year-old child) or fit within your foot space without blocking passage of any other passenger.
· You must provide supporting documentation from your physician justifying why you must travel with the emotional support animal; the certificate must include the signed letterhead of said professional and must not be older than one year before the date of the flight.
Emotional Support Animals are carried in the cabin for a fee. For safety reasons we limit the number of animals onboard each flight, so we strongly recommend you add your pet to your Flight when making your Booking or as early as possible.
Pregnancy
At Arajet, our top priority is to ensure that you have a safe, comfortable, and hassle-free travel experience. Therefore, we kindly ask that you take the following information into consideration:
In general, pregnant women can travel by air without any issues up to the thirtieth (30th) week of gestation. However, we strongly recommend that you consult with your doctor before planning your trip.
If you are between 30 and 35 weeks pregnant, you will need present a medical certificate or sign a waiver releasing the airline from any responsibility for any circumstances that may arise related to your pregnancy during the flight. This waiver will be provided at the airport.
If you are in your 36th week or beyond, you must present a medical certificate that meets the following requirements:
Issued within 10 days prior to the initial departing flight.
Written or printed in Spanish or English.
Clearly detailing the number of weeks of gestation and the estimated due date.
Confirming that the pregnancy does not present complications.
Stating that the expectant mother is "fit to fly" (exact names as per the reservation).
Signed and stamped by a physician (certificates signed by nurses or midwives will not be accepted).
Arajet reserves the right to deny boarding if it is determined that the flight may pose a risk to the health of the mother or the baby.
In general, pregnant women can travel by air without any issues up to the thirtieth (30th) week of gestation. However, we strongly recommend that you consult with your doctor before planning your trip.
If you are between 30 and 35 weeks pregnant, you will need present a medical certificate or sign a waiver releasing the airline from any responsibility for any circumstances that may arise related to your pregnancy during the flight. This waiver will be provided at the airport.
If you are in your 36th week or beyond, you must present a medical certificate that meets the following requirements:
Issued within 10 days prior to the initial departing flight.
Written or printed in Spanish or English.
Clearly detailing the number of weeks of gestation and the estimated due date.
Confirming that the pregnancy does not present complications.
Stating that the expectant mother is "fit to fly" (exact names as per the reservation).
Signed and stamped by a physician (certificates signed by nurses or midwives will not be accepted).
Arajet reserves the right to deny boarding if it is determined that the flight may pose a risk to the health of the mother or the baby.
Other Medical Conditions
Medically Compromised Passengers: Must present a medical issued by the passenger’s physician indicating that the trip can be completed without extraordinary medical assistance during the flight. The certificate must be issued a maximum of 10 days in advance of the initial departing flight for international and domestic flights.
Passengers with a Communicable Disease: May be asked to present a medical certificate stating that the condition is not transmittable during the flight or describing the measures for preventing transmission during the flight. The certificate must be issued a maximum of 10 days in advance of each flight.
While we will do our best to accommodate your needs, safety is our top priority and passengers may be denied transportation if the passenger has a medical condition that creates reasonable doubt that they can complete the flight safely without requiring extraordinary medical assistance during the flight, and the passenger has not provided a medical certificate from a physician stating that the passenger is fit to fly.
For safety, it is recommended that prescription medications be carried on board the aircraft and avoid placing any type of medication in checked baggage. For medications that require injection, it is important to have a doctor's prescription on hand in case a security agent has questions. Our staff has not been trained to give injections.
Portal Medical Devices
If you need to travel with a portable medical device, please read the below requirements BEFORE your book to ensure a smooth hassle-free trip.
· Please advise us at the time of booking that you will be traveling with a portable medical device. You can also contact our Call Centre at +1 (305) 404 9382. No charge will be assessed for using this service.
· We do not provide an oxygen service on our aircraft.
· Medical Portable Electronic Devices (e.g., Dialysis Machines, External Defibrillator Life Vests, Nebulizers, Ventilators) may be carried as Carry-on Baggage at no charge when carried by themselves or with other assistive devices, medications, and/or medical supplies. These devices do not count towards your Carry-on Baggage allowance.
· Devices that contain oxygen or other gasses, e.g., in cylinders or canisters are NOT permitted for carriage on Arajet.
· Certain respiratory assistive devices (including portable oxygen concentrators, respirators, and ventilators) which are approved by the FAA for use in flight may be used on board our aircraft. Customers using such permitted devices must do so strictly in accordance with applicable regulations, including the carriage of sufficient batteries. (for details of FAA-approved POCs visit http://1.usa.gov/1MefUvG )
· Our cabin crew is not trained to assist with or operate such devices. Customers traveling with a portable medical device must be aged 16 years or over or traveling with a companion who can provide all necessary assistance.
Passengers Traveling with a Portable Oxygen Concentrator (POC):
POCs, ventilators, respirators, and continuous positive airway pressure machines that display the manufacturer's label in accordance with the requirements of the Federal Aviation Administration (FAA) are considered special assistance devices and can be transported and used on board Arajet flights at no additional cost.
Passengers traveling with POCs must:
· Ensure the POC and its batteries comply with the specifications described in Table 2.3a. of the IATA Dangerous Goods Manual.
· Be able to hear the alarms that the POC might transmit, see the alarm indicators, or travel with a companion who can hear/see the alarms/indicators.
· Travel with sufficient batteries with a battery life equivalent to 150% of the flight time scheduled as per the Itinerary. The total batteries include the one installed in the POC.
· Ensure the POC, and its batteries are in good condition, free of Damage, and are packaged as a unit avoiding contact between them to protect them from damage or short-circuiting.
Visual / Hearing Impairments
To ensure our staff are aware of your impairment and can provide a safe and secure service to you during your trip please advise us at the time of booking by selecting from our drop-down menu on the website or informing our call center.
If you have severe vision/hearing impairments which prevent you from establishing some means of communication with our staff that enables you to understand safety instructions, you must travel with a companion, aged 16 years or older, who can undertake said communications on your behalf.
If you would like an escort to assist you in the terminal, please go to the check-in counter and our team will provide this service to you for no charge.
Please note our staff is not obliged to provide assistance for personal needs (e.g., assistance in actual eating, assistance within the restroom, provision of medical services, etc.).
Passengers with a Communicable Disease: May be asked to present a medical certificate stating that the condition is not transmittable during the flight or describing the measures for preventing transmission during the flight. The certificate must be issued a maximum of 10 days in advance of each flight.
While we will do our best to accommodate your needs, safety is our top priority and passengers may be denied transportation if the passenger has a medical condition that creates reasonable doubt that they can complete the flight safely without requiring extraordinary medical assistance during the flight, and the passenger has not provided a medical certificate from a physician stating that the passenger is fit to fly.
For safety, it is recommended that prescription medications be carried on board the aircraft and avoid placing any type of medication in checked baggage. For medications that require injection, it is important to have a doctor's prescription on hand in case a security agent has questions. Our staff has not been trained to give injections.
Portal Medical Devices
If you need to travel with a portable medical device, please read the below requirements BEFORE your book to ensure a smooth hassle-free trip.
· Please advise us at the time of booking that you will be traveling with a portable medical device. You can also contact our Call Centre at +1 (305) 404 9382. No charge will be assessed for using this service.
· We do not provide an oxygen service on our aircraft.
· Medical Portable Electronic Devices (e.g., Dialysis Machines, External Defibrillator Life Vests, Nebulizers, Ventilators) may be carried as Carry-on Baggage at no charge when carried by themselves or with other assistive devices, medications, and/or medical supplies. These devices do not count towards your Carry-on Baggage allowance.
· Devices that contain oxygen or other gasses, e.g., in cylinders or canisters are NOT permitted for carriage on Arajet.
· Certain respiratory assistive devices (including portable oxygen concentrators, respirators, and ventilators) which are approved by the FAA for use in flight may be used on board our aircraft. Customers using such permitted devices must do so strictly in accordance with applicable regulations, including the carriage of sufficient batteries. (for details of FAA-approved POCs visit http://1.usa.gov/1MefUvG )
· Our cabin crew is not trained to assist with or operate such devices. Customers traveling with a portable medical device must be aged 16 years or over or traveling with a companion who can provide all necessary assistance.
Passengers Traveling with a Portable Oxygen Concentrator (POC):
POCs, ventilators, respirators, and continuous positive airway pressure machines that display the manufacturer's label in accordance with the requirements of the Federal Aviation Administration (FAA) are considered special assistance devices and can be transported and used on board Arajet flights at no additional cost.
Passengers traveling with POCs must:
· Ensure the POC and its batteries comply with the specifications described in Table 2.3a. of the IATA Dangerous Goods Manual.
· Be able to hear the alarms that the POC might transmit, see the alarm indicators, or travel with a companion who can hear/see the alarms/indicators.
· Travel with sufficient batteries with a battery life equivalent to 150% of the flight time scheduled as per the Itinerary. The total batteries include the one installed in the POC.
· Ensure the POC, and its batteries are in good condition, free of Damage, and are packaged as a unit avoiding contact between them to protect them from damage or short-circuiting.
Visual / Hearing Impairments
To ensure our staff are aware of your impairment and can provide a safe and secure service to you during your trip please advise us at the time of booking by selecting from our drop-down menu on the website or informing our call center.
If you have severe vision/hearing impairments which prevent you from establishing some means of communication with our staff that enables you to understand safety instructions, you must travel with a companion, aged 16 years or older, who can undertake said communications on your behalf.
If you would like an escort to assist you in the terminal, please go to the check-in counter and our team will provide this service to you for no charge.
Please note our staff is not obliged to provide assistance for personal needs (e.g., assistance in actual eating, assistance within the restroom, provision of medical services, etc.).