Requesting wheelchair assistance

Written by Owen (SI), Director, Booking Operations · Updated 2026-10-05

To request wheelchair assistance, add a special request that mentions a wheelchair for that traveler when you book. Checkout then asks the airline's four assistance questions for that traveler.

After you book, the answers are saved on your trip, and you can change them there at any time while your trip is active.

How do I request it at checkout?

Here's what happens:

  1. You add a special request. When you enter the traveler's details at checkout, add a special request that mentions a wheelchair. Special requests are optional, and they're also where you can note things like meals.
  2. Checkout asks four questions. When a traveler's special request mentions a wheelchair, checkout asks the airline's four assistance questions for that traveler.
  3. You answer all four. Each one is a Yes or No, and all four are required before checkout continues.
  4. Your answers are saved on your trip. After you book, you'll find them on your trip page, under that traveler.

What are the four questions?

Here are the four questions checkout asks for the traveler:

  • Can they walk from the ticket counter to the aircraft door?
  • Do they need help on stairs while boarding?
  • Do they need to be lifted and transferred onto their seat?
  • Are they traveling with their own wheelchair?

All four are required because the airline can't arrange assistance without them. If you're booking for someone else and aren't sure of an answer, check with them before you finish checkout.

Can I change the answers after booking?

Yes. Needs can change, and you can update the answers at any time while your trip is active:

  1. Open Trips and tap your trip.
  2. In the Passengers section, find the Wheelchair assistance box under the traveler's name.
  3. Update the answers.

Our team is notified whenever you change them.

What does "Needs answers" mean?

If a trip was booked with a wheelchair request but without answers, the Wheelchair assistance box is marked "Needs answers". Fill in the answers there, so the airline has what it needs to arrange assistance.

What if I'm traveling with my own wheelchair or scooter?

Non-collapsible wheelchairs, scooters and other battery-powered wheelchairs can be checked at the airline's check-in counter or at the departure gate. Airlines have their own rules for some lithium-ion batteries, so check with your airline before you travel.

Didn't add it when you booked?

If a traveler needs wheelchair assistance and you didn't request it at checkout, chat with the Defera Concierge, our AI concierge. It can send a request to our team. Tell it which traveler needs assistance and on which flights. You can also contact us.

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