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Passengers with special needs

Ukraine International Airlines is happy to provide all the necessary services making air travel for passengers with special needs as easy and comfortable as possible.

Please note Certain service limitations might apply on flights with UIA's partner airlines. For more information and for any other questions, please, contact the ticket office where you purchased your ticket. You can also get information in UIA Contact Center using an online form.

Contacts in the USA for passengers with disabilities: tel. 1-800-876-0114, email specreq@flyuia.com.

Information on UIA fleet and aircraft configuration is available here.


Passengers with reduced mobility →

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If you require additional help for your journey from flight or ground handling personnel, please advice UIA no later than:

  • 72 hours before flight departure, if you are travelling on a stretcher;
  • 48 hours before flight departure in other cases.

Conditions of carriage

Please arrive at the airport well in advance of the check-in time for your flight so we can provide you with the best possible service. We kindly ask you to arrive:

  • 90 minutes before the scheduled departure time – if you are travelling individually;
  • 120 minutes before the scheduled departure time – if you are travelling in groups/parties of passengers with reduced mobility.

If you are flying via Amsterdam Schiphol Airport
From 2 January 2017, requests for assistance from Passengers with Reduced Mobility at the Axxicom Assistance Desk must be made no less than one hour before departure (according to Regulation (EC) No 1107 of the European Parliament and of the Council).


Medical Information Sheet →

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Some passengers with reduced mobility must ask their attending physician to complete the MEDIF (Medical Information Sheet) no less than 72 hours prior to departure. The MEDIF medical clearance form has to specify the passenger’s current state of health and the type of help needed. Download the MEDIF form.

Medical clearance is mandatory in the following cases:

  • passengers whose conduct, mental status or physical condition may render them incapable of caring for themselves without assistance or who might be a risk to themselves, to other persons or to the safety of the flight;
  • stretcher cases;
  • passengers who suffer from any contagious disease that could be transferred to other passengers, cabin crew and handling personnel on board;
  • passengers in need of medical attention, extra oxygen or other medical equipment on board.

Medical clearance is only valid for the flight(s) and date(s) specified in the MEDIF. If a serious deterioration of the medical condition took place in between the time of medical clearance and the actual flight, a new clearance must be requested.

It is not permitted to go through medical clearance by phone.

Passenger with reduced mobility who needs prior medical clearance (MEDIF form) must be accompanied by a person aged 18 years and older who has undergone special training and has medical knowledge to take care of the passenger according to the passenger’s health status. Requirements for medical escort must be specified in the MEDIF form.

Medical clearance is not required for those passengers in good health who only need special assistance at the airport and/or during embarking:

  • persons with limited mobility with a stable disability (congenital or for long time periods);
  • passengers having a sensory impairment (blind, deaf, mute);
  • passengers who are handicapped by age;
  • expectant mothers in good health, up to and including the 35th week of singleton pregnancy (up to 32 weeks in case of multiple pregnancy);
  • any passengers who need a wheelchair etc.

Also medical clearance is not required for those passengers with a chronic and stable medical condition/disability (since birth or for long time periods) who have a FREMEC (Frequent Traveller's Medical Card) valid for the date of appropriate flight departure and issued by any IATA carrier’s medical department. This saves a passenger the trouble of obtaining medical clearance for each journey, and describes the passenger’s medical needs and special handling requirements.


Expectant mothers, parturient women and newborn babies →

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In accordance with the legislation of “Passenger and Baggage Transportation Regulations” (approval of Ministry of Infrastructure of Ukraine N 735 30.11.2012) the following categories of passengers are not accepted for air carriage:

  • expectant mothers beyond the end of the 35th week (singleton pregnancy);
  • expectant mothers beyond the end of the 32nd week (multiple pregnancy);
  • parturient women after delivery within 7 days;
  • newborn babies under the age of 7 days;
  • prematurely born babies under nine months at the time of flight.

Expectant mothers in normal health up to and including the 35th week of singleton pregnancy (in case of multiple pregnancy, up to the 32nd week) do not require medical clearance.

In case of doubt about the real expected date of delivery and/or bad state of health during the pregnancy, medical clearance and MEDIF are required in earlier time period.

A doctors’ certificate is required after 28 weeks (according to estimated date of delivery).


Refusal of carriage →

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UIA has a right to refuse to carry or continue to carry in the following cases:

  • person's health condition is such that the journey is likely to result in complications or death;
  • person requiring individual in-flight nursing or care, if not accompanied by a suitable escort;
  • person who is malodorous because of health condition or who has other unpleasant characteristics likely to offend fellow passengers;
  • person who, because of their physical or medical condition, might be a threat to other passengers' safety, their property, the aircraft or its crew;
  • person suffering from a contagious disease;
  • expectant mother beyond the end of the 35th week (singleton pregnancy);
  • expectant mother beyond the end of the 32nd week (multiple pregnancy);
  • parturient woman after delivery within 7 days;
  • with newborn baby younger than 7 days;
  • prematurely born babies under nine months at the time of flight.

One or more of these criteria may result in refusal of carriage even if passengers received a valid medical clearance.

A leg rest device is not available on UIA flights to passengers travelling with lower limbs in a plaster cast. The requests for this service cannot be confirmed.


Stretcher passengers →

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A booking request for a stretcher passenger must be sent to the reservation department no later than 72 hours before the scheduled flight departure. Later requests will not guarantee the transportation.

A doctor and an attendant competent to provide whatever assistance is required, must always accompany all stretcher cases.

The requirements for a stretcher passenger' escort must be noted in the MEDIF.

A passenger on a stretcher, either adult or child, will be accepted, subject to payment of the following special fare:

  • Stretcher passenger: 6 adult normal fares.
  • Accompanying attendant(s): normal applicable fare(s) of the same class as the stretcher passenger.

Every such passenger is entitled to an established norm of free baggage allowance for each fare paid.

To request this service in UIA Contact Center, please, use the following online form.


Wheelchair passengers →

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A booking request for a wheelchair passenger must reach the reservation department no later than 48 hours before scheduled flight departure. To request this service in UIA Contact Center, please, use the following online form.
On-board wheelchairs are available on UIA flights only on Boeing 767-300.

Passengers’ own wheelchairs are only carried as checked baggage on all UIA flights.

  • Dry-cell battery-powered wheelchairs (with non-spillable batteries) may be accepted for carriage provided that:
    • the battery is disconnected;
    • the terminals are insulated to prevent accidental short circuits;
    • the battery is securely attached to the wheelchair.
  • Wet-cell battery wheelchair – WCBW (with spillable batteries) may be accepted for carriage provided that:
    • the wheelchair can be loaded, stowed, secured and unloaded always in an upright positions and
    • the battery is disconnected,
    • terminals are insulated to prevent short circuits, and
    • the battery is securely attached to the wheelchair.
  • If a WCBW cannot be loaded, stowed, secured and unloaded while remaining in an upright position, the spillable battery must be removed and the wheelchair carried as checked baggage without restriction.
  • The removed battery must be packaged in a strong, rigid container as follows:
    • the outside packaging must be leak-proof, impervious to battery fluid and be protected against upset by securing in cargo compartments using proper stabilisation (other than by bracing with freight or baggage) such as by use of restraining straps, brackets or holders;
    • batteries must be protected against short circuits, secured upright in the outside packaging and surrounded by compatible absorbent material sufficient to absorb their total liquid contents;
  • Manual power folding wheelchairs – WCMP are accepted for carriage as checked baggage without any special limitations.


Visually and hearing impaired passengers →

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Visually and hearing impaired passengers are entitled to assistance at the departure/transfer/arrival airports and can be accompanied by service animals.

Make a request of the assistance via the UIA Contact Center using the following online form.

Please see the Service animals chapter for details.


Supplementary oxygen →

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Supplementary oxygen for therapeutic reasons is not provided on UIA flights.

Your own oxygen apparatus (balloon, portable oxygen concentrator, ventilators,
respirators, and other apparatus containing oxygen or air) for therapeutic reasons in-flight use according to the recommendations stated in MEDIF or FREMEC form, may be accepted for flight provided prior agreement with UIA.

The booking request for oxygen transportation on UIA flights must reach the reservations department no later than 48 hours before scheduled departure.

The following documents shall be provided:

  • The medical need for using in-flight oxygen signed by attending physician (MEDIF of FREMEC form). See here the format of health certificate for passengers travelling to/from USA (in accordance to US DOT CFR 14 Part 382).
  • Information concerning the type, weight and dimensions of oxygen apparatus.
  • Safety data sheet or other relevant document for passenger's oxygen apparatus. You can request this service using the following online form

Portable Oxygen Concentrator must be certificated for air carriage.

Click here for information about portable oxygen concentrators approved for carriage on board of UIA aircrafts on flights to/from USA.

Batteries for portable oxygen concentrators should suffice for the duration of the flight, overlay and unforeseen delays.

Batteries containing Lithium can be divided in two types based on the content of Lithium:

  • Batteries containing up to 8g Lithium: these can be carried unlimited.
  • Batteries containing more than 8g but not more than 25g: 2 pieces are allowed if they are individually protected to prevent short circuit.

Only one private oxygen or air, gaseous, small cylinder required for medical use (for passenger indicated in MEDIF) not exceeding 5 kg gross weight, is permitted for one person to transport on board an aircraft as checked baggage or carry-on baggage provided prior confirmation has been received from UIA.

Cylinders, valves and regulators, where fitted, must be protected from damage that could cause inadvertent release of the contents.

Liquid oxygen systems are forbidden for transport.

Oxygen bottles can be used during the flight under our cabin crew supervision and cannot be used during take-off and landing.


Complaints and claims of passangers with reduced mobility →

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CRO (Complaint Resolution Official

If you have any complaints or claims concerning the service on UIA flights, please contact:

  • UIA Customer Relations Group: сustomerservice@flyuia.com (except flights to/from USA);
  • At John F. Kennedy International Airport: JFKstation@flyuia.com the contact division of Complaint Resolution Official (for UIA flights originating or arriving on the territory of USA).

TSA Cares program at JFK International Airport (New York), Terminal 7 →

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The TSA Cares program was designed to assist passengers with disabilities, medical conditions and other special circumstances as well as wounded warriors and veterans with additional assistance during the security screening process. TSA Cares can answer questions passengers may have as well as providing insight as to what to expect at the security checkpoint. TSA Cares will verify the travel information and notify the departing and or arriving airport to expect the special needs passenger/wounded warrior in advance of their travel in order for TSA to be ready and prepared to assist the passengers.

TSA Cares can be contacted 72 hrs in advance by calling 855-787-2227 or via email at
TSA-ContactCenter@tsa.dhs.gov.