Hawaiian Airlines Special Assistance

Whether you’re embarking on a journey with a child, traveling alongside an assistive mobility device or trained service animal, or planning to move to Hawaii with your beloved pet, Hawaiian Airlines Special Assistance team is here to provide the utmost support and care throughout your entire travel experience.

In this article, we explore the range of services and accommodations Hawaiian Airlines offers for accessible and inclusive travel. 

What is the extent of Hawaiian Airlines Special Assistance for Guests with Disabilities?

Below is the overview of the various services and resources available to cater to your specific needs – 

How to request Hawaiian Airlines Assistance –  Passengers with disabilities need to request the assistance 48 hours before the scheduled departure. Here is the table for the relevant contact contact details with Hawaiian Airlines

Simply approach any Hawaiian Airlines representative and let them know how they can best assist you.

Common Situations and Accommodations  – Here are the following occurrences where the airline’s staff will help the passengers with disabilities at the airport and beyond – 

• Getting to and from the Gate – Enjoy Hawaiian Air service and airport escorts. It is recommended providing at least 48 hours’ notice in advance.

• Canes, Walkers, Crutches, or Prosthetics – These devices are allowed onboard and will not count toward your carry-on bag allowance. Pre-boarding is recommended to ensure smooth stowing or gate-checking of your device if needed.

• Mental or Cognitive Disabilities –  For travelers with severe mental or cognitive disabilities, a ticketed safety assistant may be required under certain circumstances. 

• Groups with Disabilities – If you’re traveling with a group of 10 or more individuals with disabilities, please inform the Reservations Department at least 48 hours in advance.

Assistance at the airport – If you have concerns during travel, feel free to ask for a Complaint Resolution Official (CRO). Hawaiian Airlines’ CROs are specially trained in disability regulations and are available at all airport locations during operating hours.

Can you travel with your personal mobility device on Hawaiian Airlines?

Hawaiian Airlines recommends providing at least 48 hours advance notice for travelers using mobility devices. For assistance, passengers can contact the Hawaiian Airlines Mobility Assistance team at 800-367-5320.

To expedite the Hawaiian Airlines check-in process, fill out the Wheelchair Description Form and have it handy during the boarding process.

Accepted types of batteries – Hawaiian Airlines accepts mobility devices with the following installed batteries:

• Lithium-ion batteries up to 300 Wh
• For non-removable batteries, the maximum limit is 100 Wh.
• Non-spillable, dry, gel, and NiMH batteries
• Spillable batteries

Please note – If your device’s height exceeds the cargo door’s height, you need to transport the assistive device in the cargo.

Transporting devices on board –

• 2 manual wheelchairs, up to 50 pounds each, in the cabin on a first-come, first-served basis.
• Manual wheelchair to be stowed in the cabin

Traveling with spare batteries – 

• For lithium-ion battery-powered mobility devices, passengers may travel with two spare batteries, each up to 160 Wh, or one spare battery up to 300 Wh.
• Spare batteries must be individually protected to prevent short-circuiting. Each battery must be enclosed in a separate plastic bag or protective pouch.

Does Hawaiian Airlines allow passengers to bring portable oxygen concentrators on board?

Hawaiian Airlines requires passengers traveling with Portable Oxygen Concentrators to provide at least 48 hours advance notice. To make arrangements, please contact Hawaiian Airlines special assistance team at 800-367-5320.

Important information – 

• Your device and any spare batteries must have sufficient battery life for 150% of the scheduled flight time.
• Devices cannot be plugged into onboard electrical outlets.

Check-in – 

• Please note that website, mobile, and kiosk check-in options are not available when traveling with a Portable Oxygen Concentrator.

Seating

• Portable Oxygen Concentrators are not allowed in exit rows, bulkhead rows, or seats that block access to the aisle for other passengers.

On board – 

• Portable Oxygen Concentrators must be stowed under the seat in front of you or in an overhead bin. However, they may remain in use.
• If you have a Portable Oxygen Concentrator but will not be using it during the flight, you can carry it on board for free, as per Hawaiian Airlines baggage policy. 

Using Portable Oxygen Concentrators in the First Class cabin on the A330 Aircraft

• Portable Oxygen Concentrators can be used in the lie-flat cabin on the A330 aircraft. But the lie-flat seats do not have stowage space to allow devices to be safely.
• If you are seated in First Class or International Business Class on A330, the airline may accommodate you, keeping in mind the safety of other passengers. 

Which POCs models are approved for use – Below is the list of approved models of portable oxygen concentrators for use on Hawaiian Airlines – 

Is it possible to travel with your personal mobility device on Hawaiian Airlines?

Passengers traveling with mobility devices must make the request at least 48 hours prior to scheduled departure. 

For assistance, please call Hawaiian Airlines mobility assistance department at 800-367-5320.

Check-in – To accommodate the necessary arrangements for your mobility device, please arrive at the airport at least 1 hour prior to the recommended check-in times.

Cabin Accommodation for Manual Wheelchairs – Hawaiian Airlines can accommodate up to 2 manual wheelchairs, each weighing up to 50 pounds. This accommodation is on a first-come, first-served basis.

• If you wish to have your manual wheelchair stowed in the cabin, kindly inform the airlines before your flight, during check-in, or at the boarding gate prior to pre-boarding. Remember to be present at the gate in time for pre-boarding.

Does Hawaiian Airlines accommodate passengers on stretchers?

Hawaiian Airlines (HA) offers specialized stretcher service for passengers traveling between PPG (Pago Pago, American Samoa) and HNL (Honolulu, Hawaii). 

Here’s how you can request – 

Conditions – 

• Must have a confirmed reservation with Hawaiian Airlines
• Must require a health certificate from the certified veterinarian. 
• Must be requested 10 days prior to departure
• Hawaiian Airlines special assistance team conducts a fit-to-fly assessment for passengers with special needs to ensure clearance. 
• Confirmation of stretcher service arrangements must be completed at least 48 hours prior to the travel date.
• Stretcher passengers must be accompanied by at least one medical attendant.

Fees – 

• For direct transportation between PPG and HNL , Hawaiian Airlines charges a flat fee of 6,750 USD.
• This fee covers the stretcher passenger and includes up to two (2) medical attendants or accompanying passengers.

Does Hawaiian Airlines allow passengers with mental conditions?

Hawaiian Special Assistance team will accepts mental patients under the following conditions – 

•  The airlines require written assurance from an acceptable medical authority confirming that the Mental Patient can be transported safely with an escort.
• There will be only one Mental Patient on a flight to ensure personalized care and attention.
• Acceptance is applicable for flights operated by Hawaiian Airlines or ‘Ohana by Hawaiian.

Escort responsibilities – The designated escort must adhere to the following responsibilities – 

• The Mental Patient will be accompanied at all times during the flight.
• The escort must have physical control over the Mental Patient to ensure safety.
• The Mental Patient should not possess or have access to any items that could be used as deadly or dangerous weapons. 

Procedures  – To ensure a smooth journey for all passengers, the following procedures and restrictions apply – 

• The mental patient would be offered priority boarding.
• Hawaiian Airlines will not provide any food, beverage, or utensils to the Mental Patient

What are the guidelines for traveling when pregnant with Hawaiian Airlines?

Under the Hawaiian Airlines special assistance service, you must make a note of the following services – 

• If you are in good health, not experiencing any medical complications or distress, and your travel is not planned within 7 days of your due date, passengers are welcome to fly with the airlines without any restriction. 
• In cases where an expectant mother is not in good health or is experiencing distress, the airline will consult in-house medical advisor to assess whether it is safe for you to board the flight.

Traveling within Hawaii – 

• If your travel date falls within 7 days of your due date or if your baby is less than 7 days old, you will need a medical certificate from your doctor to be permitted to fly on Hawaiian Airlines.

Traveling Between Hawaii and North America or Internationally – 

• If your travel date is within 30 days of your due date or your baby is less than a week old, your obstetrician will need to examine you within 48 hours of your scheduled departure. 
• You need to provide a written certification stating that you are medically fit to travel. 

What are the conditions for Traveling with a Lap Child on Hawaiian Airlines?

For guests traveling with children under the age of 2, Hawaiian airlines have offer two travel options – 

Travel options for children Under 2 years of age – 

1. Lap Child

• One (1) lap child is allowed for each ticketed adult.
• Seat reservations for children traveling as lap children are not permitted.
• Carry-on and checked baggage allowances do not apply for lap children.
• In-flight meal allowance does not apply for lap children.

2. Travel using a car seat

You may bring a child restraint car seat onboard as a carry-on item based on seat availability. If an empty seat is available you are welcome to use it. If the flight is full, the car seat will go as  checked baggage. 

3. Traveling with Two Lap Children

If you are traveling with two children under the age of 2, the following restrictions apply:

• Only 1 lap child is allowed for each ticketed adult.
• If a ticketed adult is traveling with two lap children, an additional seat must be purchased for the second child.
• Families with more than one lap child will need to be seated either across an aisle or in a different row.

Age requirements for accompanying adults – 

• For Neighbor Island and North America flights, the accompanying adult must be 15 years or older.
• For International flights, the adult must be 18 years or older.

Lap Child fares – For infants traveling in a lap, the following fares will be applicable – 

Required documents – Below is the overview of the required documents based on different travel routes – 

For travel between Neighbor Island and North America 

For International travel – 

Does Hawaiian Airlines Allow unaccompanied minors?

Hawaiian Airlines unaccompanied minor policy allows passengers 12 years old and above to travel alone on domestic and international flights. Children between 5 and 11 years of age are not permitted to travel alone. 

Follow these steps to ensure that your child travel safe with Hawaiian Airlines special assistance team

Parents or responsible adults should – 

• Bring the child to the airport for departure.

• Fill out our mandatory documentation for unaccompanied minors to provide essential details.

• Share the name, phone number, and address of the parent or responsible adult who will meet the child at their destination.

• Accompany the child to the departure gate and stay there until the flight has departed.

Upon arrival at the destination airport, parents or responsible adults must

• Pick up the child at the designated area of the destination airport.

• If gate passes are available at the pickup airport, please arrive at least 90 minutes before the flight’s arrival.

• The individual meeting the child must be one of the contact persons listed on the unaccompanied minor form submitted during the child’s departure. 

To facilitate a hassle-free process, download and complete the Unaccompanied Minor form available on the airline’s website. 

What are the conditions for traveling with Service animals on Hawaiian Airlines?

Hawaiian Airlines pet policy has outlined comprehensive guidelines for traveling with service animals.

Types of recognized service animals –  The airline recognizes dogs that have been individually trained to perform tasks for individuals with disabilities as service animals.

Advance Notice Requirements – For tickets purchased 48 hours or more before departure, the pet travel service must be booked at least 48 hours before departure. Passengers need to submit U.S. Department of Transportation Service Animal Air Transportation Form online.

Required documents – Passengers must carry the following documents at the time of check-in- 

• No health certificate is required for service animals traveling within Hawaii.
• No health certificate is required for service animals leaving Hawaii.
• A health certificate is required for service animals traveling to Hawaii and must be dated no more than 14 days before the flight arrival in Hawaii.

With a range of special assistance services, Hawaiian Airlines special assistance team strive to create a seamless and comfortable travel experience for passengers with unique needs.

Frequently Asked Questions – FAQs