Special Assistance and Wheelchair Requests on Flights Explained

If you or a family member has difficulty walking long distances, climbing stairs or standing in queues, airlines offer special assistance, including wheelchair help, usually at no extra cost. It can turn a long, exhausting journey, such as bringing elderly parents from Nepal to Australia, into a much smoother experience.

This guide explains what's available, how to request it and how to make sure it's waiting for you at every airport.

What is airline special assistance?

Special assistance (sometimes called "passenger with reduced mobility" or PRM service) is help provided by airlines and airports for passengers who need support getting through the airport and onto the aircraft. It can include:

• a wheelchair and an attendant from check-in to the gate;
• help through security and immigration;
• priority boarding and help to your seat;
• assistance at transit airports between flights;
• help on arrival with immigration, baggage collection and meeting family in the arrivals hall;
• support for travellers with visual or hearing impairments or cognitive conditions.

Wheelchair service codes explained

Airlines use standard codes to describe the level of help a passenger needs. Knowing them helps you request the right service:

Most elderly travellers who simply struggle with long walks need WCHR. If your parent can't manage stairs, which matters at airports where you board by stairs rather than an aerobridge, request WCHS.

How to request special assistance

1. Request it when you book, or as soon as possible afterwards. Most airlines ask for at least 48 hours' notice. Earlier is better, especially for busy periods.
2. Request it for every flight in the journey, including connections. On a single booking the airline passes the request along, but it's worth confirming each sector.
3. Give accurate details: the service code, whether the passenger can manage stairs, and whether they're bringing their own wheelchair or mobility aid.
4. Reconfirm 24–48 hours before departure with the airline or your travel agent.
5. Mention it again at check-in, and arrive early so staff have time to arrange an attendant.

Travelling with your own wheelchair or mobility aid

• Most airlines carry wheelchairs and mobility aids free of charge, on top of the normal baggage allowance.
• You can usually use your own chair to the aircraft door, where it's loaded into the hold.
• Battery-powered wheelchairs and scooters have strict rules on battery type and must be declared in advance. Contact the airline well before travel.
• Label the chair and remove loose parts such as cushions and footrests to carry on board.

What to expect on the day

Departing Kathmandu

At Tribhuvan International Airport, tell the airline counter at check-in that assistance has been booked. Allow plenty of time, because queues for check-in, security and immigration can be long. Airline staff will arrange an attendant to take the passenger through to the gate.

At the transit airport

At hubs such as Singapore, Kuala Lumpur, Bangkok, Hong Kong or Guangzhou, an attendant normally meets the passenger at the aircraft door and takes them to the next gate. Choose connections of at least 2–3 hours, because assisted passengers often leave the aircraft last.

Arriving in Australia

On arrival, the attendant helps with immigration and biosecurity, baggage collection and getting through to the arrivals hall where family can meet them. Remind your parents to answer the incoming passenger declaration honestly, especially about food items.

Tips for families booking for elderly parents

• Book on a single ticket so assistance is coordinated across the whole journey. It also helps Nepali passport holders stay airside. See our transit visa guide.
• Choose aisle seats near the front. See our seat selection tips for elderly travellers.
• Give your parents a printed itinerary in English and Nepali, plus a card with your phone number and address.
• Keep medications and prescriptions in their hand luggage.
• If they're not comfortable in English, ask whether a family member can accompany them, or choose a staffed connection airport.

We'll arrange assistance for you

When you book with us, we add the right assistance codes to every flight, reconfirm them before departure and pick connections that give assisted passengers enough time. Contact our team to plan your parents' trip.