Volaris Special Assistance

Volaris Special Assistance team offers an inclusive care and attention to the specially abled passengers. These services range from wheelchair assistance, to offering assistive devices during travel. 

To book the Volaris assistance, you need to book between 48 and 24 hours before scheduled departure. 

Below is the overview of the Volaris assistance coverage available to all types of passengers – 

Volaris Wheelchair Assistance: How Does It Work?

All you need to do is book the Volaris trip assistance for specially disabled passengers at least 24 hours before scheduled departure. Passengers can also request special assistance during Volaris online check-in.

• On the day of departure, arrive 2 hours prior.
• Passengers traveling with electric wheelchairs must present at the airport 3 hours before scheduled departure for domestic travel, and 4 hours prior for international travel.

Airline’s liability while transporting a wheelchair

Any manual folding wheelchair will go in the baggage hold for free. The airline will provide their own wheelchair for disabled passengers to board their flights.

Priority boarding

Specially-abled passengers will receive priority boarding, as well as priority baggage handling. 

Wheelchair usage

You can continue using your electric or any other wheelchair until the aircraft door. You can also leave the wheelchair at the check-in counter and the airline’s representative will offer your wheelchair.

Wheelchair delivery on priority

Upon arrival, the manual folding wheelchair will be the first item, removed from the aircraft. Passengers will receive the wheelchair on priority. 

Damage or loss of wheelchair

In case of loss or damage of the wheelchair, the airline will offer a temporary replacement or reimburse for the assistive device. 

Permitted wheelchair 

As per Volaris special assistance policy, only dry and non-spillable batteries are permitted. 

How to request Volaris Airlines Wheelchair Assistance service –

Passengers can request a wheelchair at the time of booking, at the airport, or simply call the below-mentioned number.

Required paperwork under Volaris wheelchair assistance program

Passengers need to submit the following documents at the Volaris check-in counter – 

• Medical Certificate
• Mobility assistance request form
• Booking confirmation or itinerary
• Valid government-issued identification.

What are Volaris Special Assistance for disabled flyers?

Here is the overview of the Volaris special assistance for passengers with disabilities

• Notification and Pre-Booking – Passengers must notify the airline in advance for hassle-free travel.

• Wheelchair Assistance – As mentioned above, the airline offers dedicated support from the moment you arrive at the airport.

• Boarding and Deplaning Assistance – For passengers with disabilities, the airline representative provides priority boarding options to allow extra time for boarding Upon arrival, Volaris’ staff will assist you in safely deplaning and offer assistance at every step within the airport.

• In-Flight Assistance – Volaris flight attendants are trained to assist passengers with disabilities during the flight. Whether you require help with moving around the cabin, accessing the lavatory, or any other specific needs, the crew is here to support you.

• Electric Wheelchair Guideline – Disabled passengers traveling with an e-wheelchair need to arrive at the airport at least 2 hours before the scheduled departure. The wheelchair would be sorted in the designated cargo hold stowage space.

• Priority delivery – Upon arrival, wheelchairs are the first items removed from the aircraft and promptly delivered to the passenger.

Additional Volaris Special Assistance Services

Besides wheelchair assistance, the Volaris assistance team will offer the following services – 

• In-flight assistance – Volaris flight representatives are skilled and trained to offer the required assistance to specially-abled passengers. The airliner representative will help with the lavatory escort, medication, boarding, disembarkation, and other related services. 
• Electric Wheelchair – Volaris Airlines transport the electric wheelchair at no additional cost. Provided, concerned travelers must arrive at the airport 2 hours before scheduled departure. 
• Volaris senior passengers assistance – Volaris assists senior passengers (60 +) with check-in and boarding at the airport. The said service is paid and optional. This service is not applicable if the senior passenger has dementia, Alzheimer’s or other degenerative illness. 

Volaris Is With You Service: Senior Assistance Service

Volaris is With You service is dedicated for the senior citizens who need escort and assistance at the airport or during travel. Besides 

• Service is optional
• Airline staff control the specific dietary or medical needs
• Not applicable to the senior citizens who have conditions of dementia, Alziemers, or any other  degenerative illnesses. 
• If passengers have already availed CBX service, this service is not permitted.

How to book Volaris Special Assistance  – Passengers can avail this service at the time of booking,  through Call Center, Volaris Manage Booking section, via the Volaris app, or at the airport counters.

Volaris Special Assistance fee – Passengers need to pay 80 USD each way for this service. If you need Volaris travel assistance at the airport, it will cost 100 USD.

How much is the fee –

Please note – This service does not include transportation to/from the airport

Volaris flight assistance for passengers traveling with infants

Volaris axa assistance team allows you to carry baby-care essentials, as following items are permitted – 

• The infant luggage is allowed up to 22 lbs and the size of the check-in bag must be within 9.8 x 15.7 x 15.7 in (25 x 40 x 40 cm).
• Passengers can carry no more than 1 stroller
• In addition, passengers can check one car seat, baby carrier and a folding coat for free. 

Other health considerations

Infants cannot travel if they are suffering from any type of viral illness. Besides – 

• Volaris Special Assistance service would be offered to the passengers traveling with infants who are between 7 days and 2 years old on the day of travel. 
• Passengers must carry a birth certificate or passport.

Liquid and powders

Your carry-on baggage may include items such as baby formula, milk, and food that do not exceed 100 milliliters. For flights to/from the United States, powdered substances over 12 oz are not permitted.

Does Volaris Allow Passengers to bring medication or other assistive devices on the plane?

As per Volaris flight assistance policy, passengers are allowed to bring a Portable Oxygen Concentrator (POC), provided it must be FAA-approved. Also, oxygen tanks are not permitted.

Considerations for POC usage

POC must have sufficient battery life for the entire flight. You must keep this in consideration due to any sudden occurrence of potential delays and flight cancellations.

• To carry POCs, a signed doctor’s statement is mandatory.
• The doctor statement must mention oxygen’s medical necessity, maximum flow rate, and total operating time of the POC.

CPAP Usage

The CPAP device should go as carry-on baggage, and you must adhere to the guidelines mentioned in Volaris baggage policy. Passengers must ensure that the airline’s staff is aware of the  CPAP’s operating conditions during the flight.

Below is the list of CPAP devices that are allowed on board –

Medications

The Volaris flight assistance crew on board is not responsible for the medication unless you have availed Volaris elderly assistance service.

Passengers who are Allergens

If you have an allergy to service animals, speak to the airline’s staff to change your seat. 

Other medical conditions

Passengers with conditions like diphtheria, tuberculosis, hepatitis, smallpox, measles, meningitis, open or bleeding wounds, or recent surgery recovery are not permitted to fly with Volaris.

Volaris Assistance for Pregnant Women

Travel after 36th week

In that case, the pregnant woman must carry – 

• Authorization from a licensed physician to travel by air. The certificate must mention the travel date, as well as the flight duration.
• Full name, professional license number, and contact number of your physician.

The health certificate needs to be submitted to Volaris flight assistance team at the check-in counter. Wheelchair service would be offered at no additional cost.

Seating Restrictions

Pregnant women are not permitted to sit in emergency exit seats.

Volaris Special Assistance service offers tailored support to passengers with specific needs or disabilities. The airline ensures that every individual can experience safe, comfortable, and enjoyable air travel.

What are the requirements and emotional support for Service dogs on Volaris?

Under Volaris Special Assistance services, passengers can travel with emotional support animals and service dogs for free.

As per Volaris Airlines pet policy, the emotional support animals are available for the following route – 

Below is the requirement for taking emotional support service dogs and cats – 

• Documentation must be issued on letterhead paper, including the specialist professional license number.
• Your emotional support dog or cat may travel with a leash, harness, or in a carrier/kennel.
• The animal must weigh a maximum of 26 lbs to travel as an emotional support pet.
• If your pet will travel in a carrier, they may do so in fabric, sturdy plastic carriers, or bubble backpacks.
• The combined weight of your pet and the carrier must not exceed 26 lbs.

Required documents for service dogs and emotional support animals – 

Vaccination card – 

• You must present the vaccination record, including the first administration of a rabies vaccine or a current booster dose (validity of 1, 2, or 3 years).
• If your emotional support animal is receiving the rabies vaccine for the first time, it must be administered at least 30 days before your flight.
• For pets aged 15 months or older, a current booster dose of rabies vaccine is necessary to fly without waiting for 30 days.

Animal Health Certificate –

• You must provide an animal health certificate (original and copy) indicating that your emotional support pet has undergone prior inspection and is clinically healthy.
• The certificate should be issued on letterhead paper
• You must present a copy of the veterinarian’s professional license.

Flights from the United States to Mexico –

• A health certificate is not required. SENASICA personnel will conduct a physical inspection upon arrival.

SAGARPA/SENASICA animal health certificate –

• For flights from Mexico to Central America, present the original and a copy of the animal health certificate for export issued by SAGARPA/SENASICA.

Sanitary Inspection Certificate (CIS) –

• If traveling from Colombia, you must present a Sanitary Inspection Certificate (CIS) issued by the Colombian Agricultural Institute (ICA).

Volaris Assistance for Unaccompanied minors

The airline offers Volaris trip assistance to unaccompanied minors. Below are the requirements that passengers need to know – 

As per Volaris unaccompanied minor policy, the age criteria include – 

Volaris Special Assistance service offers tailored support to passengers with specific needs or disabilities. The airline ensures that every individual can experience safe, comfortable, and enjoyable air travel.

Frequently Asked Questions – FAQs