ASSISTANCE

To guarantee a service tailored to your requirements, the request for assistance for passengers with disabilities or with reduced mobility must be made to Neos during the flight booking process or at a later stage, but no later than 48 hours before your flight's departure.

Whether at booking or later, it is important to specify to our Support Chat Box the type of assistance required, as described below. For those with multiple disabilities, more than one type of assistance may be requested.

WHEELCHAIR ASSISTANCE TO AND FROM THE AIRCRAFT
Passenger who can walk independently inside the aircraft and descend and ascend stairs but needs a wheelchair or other means of transport for long distances inside the terminal.
WHEELCHAIR ASSISTANCE TO AND FROM THE AIRCRAFT AND WITH STAIRS
Passenger who can walk independently inside the aircraft but cannot descend or ascend stairs and needs a wheelchair or any other means of transport for long distances inside the terminal.
WHEELCHAIR ASSISTANCE FOR PASSENGER TRAVELLING WITH OWN MOBILITY AID
Passenger who travels with his/her own wheelchair and may require assistance in the terminal as well as during all phases of boarding and disembarkation of the flight.
HEARING ASSISTANCE
Passenger with partial or total loss of hearing who requires communication assistance in the terminal and on the plane.
VISION ASSISTANCE
Passenger who is blind or low vision who requires assistance with wayfinding and communication in the terminal and on the plane.
INTELLECTUAL/DEVELOPMENTAL DISABILITY ASSISTANCE
Passenger with cognitive, intellectual, or developmental disability who requires assistance in the terminal and on the plane.
PASSENGER OF LARGER SIZE
If you think that your seat in economy class is not sufficient for your comfort, you can consider purchasing a higher class of service (if available) or an additional adjacent seat by contacting our Support Chat Box.
You can request the above types of assistance when booking your flight or at a later stage by accessing the 'MY BOOKING' section, but no later than 48 hours before your flight's departure. If you have booked your trip through a travel agency and you need to request any of the above-mentioned assistances, you will need to contact that agency.

You can request your assistance when booking your flight or at a later stage by contacting the Neos Support Chat Box and in any case no later than 48 hours before your flight's departure.
If you have booked your trip through a travel agency and you need to request any of the above mentioned assistances you will need to contact such agency.

Be reminded that such requests should be made in order to:
- arrange for assistance at the airport during boarding, de-boarding and/or transit
- carry your own wheelchair (manual or electric)
- carry special medical equipment
- carry a service dog in the cabin

Once on board, the assisted passenger will be accompanied to his/her allocated seat from where the crew safety briefing or any in flight announcement will be visible or audible during the course of the flight . For safety reasons emergency exits seats will not be available.

It is important to notify Neos of your request for assistance at least 48 hours before your departing flight. This will allow the operator to notify in a timely manner all the parties involved to ensure appropriate service during all the phases of your journey

A passenger who has requested assistance must arrive at NEOS 's check-in counter at least 2 hours (for short- and medium-haul flights) and at least 3 hours (for long-haul flights) before the flight departure time.

Should the request for assistance not have been made in advance to NEOS, the Airport Operator, shall make all reasonable efforts to provide such service to guarantee the passenger’s boarding on the scheduled flight.

In accordance with EC Regulation 1107/2006 concerning the rights for persons with disabilities and reduced mobility when travelling by air, the assistance service is offered free of charge at all airports.

Information on the services available can also be found on the website of the specific airport.

It is also permitted the transportation free of charge of:

• 1 (one) guide or service dog
• 2 (two) mobility aids for deambulation (e.g. crutches, medical walker)
• 1 (one) medical equipment (e.g. portable oxygen concentrator) with maximum dimensions similar to carry-on baggage.
• pharmaceutical products, medications, syringes or auto-injector syringes

The transportation in cabin of passenger’s manual wheelchair is allowed on B787 aircraft only.

For safety reasons, each aircraft is equipped with designated seats for passengers with disabilities or with reduced mobility. These seats are assigned during check-in at the airport.

For safety reasons it is not possible to allocate seats in emergency exit rows.

In compliance with the ENAC regulation DG16 / 07/2021, the seating allocation for persons accompanying people with disabilities or with reduced mobility will not bear any additional charges. If you are travelling with an accompanying person, NEOS will make every reasonable effort to allocate a seat next to you or nearby.

If Neos deems it necessary, it may request medical clearance directly from the passenger or his/her doctor in the following situations:

- passengers suffering from infectious diseases that could pose a risk to the flight safety (including diversions and emergency landings)
- passengers in need of medical assistance or equipment (e.g., passenger showing obvious respiratory difficulties), as their health condition could worsen during or due to the flight.

Similarly, for certain types of assistance, the carrier may request the presence of an accompanying person.

Our Support Chat Box can provide all the necessary information from Monday to Friday from 09:00am to 6:00pm CET.

Online check-in is not available for passengers’ requesting assistance.
Seats on board will be assigned by contacting our Support Chat Box (from Monday to Friday 09:00am to 06:00pm CET) or during check-in at the airport.

When booking your flight, please inform Neos of your need to travel with a wheelchair, whatever the type, or any other mobility aid.
You can transport up to two mobility aids (e.g., wheelchair and walker) free of charge.
Although Neos does its best to ensure that mobility aids are transported safely, certain factors may prevent them from being transported. For full details and possible limitations, please identify below the type of wheelchair you need to be transported.

Manual wheelchair
Your manual wheelchair will be collected at the check-in counter or after your accommodation on board to be transported in the aircraft hold.

Wheelchairs and mobility aids powered by unsealed batteries (spillable)
Not allowed for transport on Neos flights.

Wheelchair and mobility aids powered by sealed batteries (non-spillable).
If the wheelchair or mobility aid is powered by sealed batteries and can be placed inside the hold in an upright position, the battery may remain attached to the wheelchair/electric device provided it complies with the following conditions:
•The battery must be securely attached to the wheelchair/mobility aid
•The electrical contacts of the battery must be protected against short circuits
•The electrical circuits have been isolated
•It is permitted to carry one (1) spare battery for wet batteries and two (2) for nickel-metal hydride batteries.
When booking the service, we ask you to provide our Support Chat Box (Monday to Friday from 09:00am to 6:00pm CET) or travel agency with the wheelchair's technical data sheet including battery specifications.

Wheelchair and mobility aids powered by lithium-ion batteries
These batteries are considered dangerous and are therefore subject to the following conditions:
•Batteries used must be of a tested type (UN Manual of Tests and Criteria, Part III, subsection 38.3.)
•Where the battery is removed by the user, if the mobility aid is specifically designed to allow the battery to be removed, the battery must not exceed 300 Wh or for a device with two batteries required for its operation, each battery must not exceed 160 Wh.
•If the battery is not removed, there is no Wh limit.

Neos allows you to carry one (1) spare 300 Wh battery, or two (2) batteries of max 160 Wh. Both removed and spare batteries are to be carried exclusively in the passenger cabin, inside a protective case.

If the mobility aid does not meet the safety requirements, it may not be allowed on board, Therefore, when booking the service, we ask you to provide via Support Chat Box (or directly to the travel agency if you have booked with them) the wheelchair data sheet including all battery specifications.

Maximum dimensions of wheelchairs The maximum dimensions of a personal wheelchair will need to comply with the following measurements:

Aircraft B737: 140 x 114 x 85 (length x width x height)
Aircraft B787: 150 x 150 x 160 (length x width x height)

The maximum weight allowed for wheelchairs is 200kg.

On NEOS, task-trained assistance dogs may travel in the cabin free of charge.

For connecting flights, check the regulations of the airline operating the individual flight. If you are traveling with multiple airline companies, we therefore advise you to request confirmation from each company that your animal will be permitted on board.

General Terms of Service
Regardless of breed or type, task-trained assistance dogs have been trained to assist people with motor disabilities, visual and hearing impairments, intellectual/relational disabilities or other disabilities of a psychiatric nature. A training certificate is required for the dog.
This service must be requested when booking the flight or at a later stage by accessing the 'MY BOOKING' section, but no later than 48 hours before your flight's departure.
For further enquiries, you can use the Neos Support Chat Box available on our website (Monday to Friday from 09:00pm to 6:00pm CET).
If you have booked your trip through an agency, you must request the service directly through it. The service will be confirmed once all the documentation submitted has been validated by our staff.
Please note: dogs that offer emotional support are not considered task-trained assistance dogs and therefore their transportation is not provided free of charge onboard our flights. Their carriage may be possible at a charge according to the procedures for boarding dogs in the cabin or in the hold, depending on the weight and size of the animal. We also advise you to enquire in advance about entry conditions in other countries.

General requirements for transport:
To guarantee flight safety and comfort in the cabin, the dog must be trained to obey and behave appropriately in a public environment (e.g., does not bark, growl, or attack people or other animals). For small dogs, it is not mandatory that they travel in the appropriate pet carrier for the entire duration of the flight. If they travel without one, a leash and muzzle must be used (the latter if requested by the captain). The guide dog must remain in front of the owner's seat.

On board the dog must:
- Remain under the direct control of the passenger at all times.
- Must not sit on a passenger seat and cannot be in an emergency exit row.

In addition, the following provisions must be complied with while the animal is on board.

The passenger must have a muzzle available to be used only if requested by the pilot in command (if the dog, during the flight, shows aggression). The transport of the animal is free of charge even if it must be loaded in the hold. The passenger is responsible for damages and additional costs resulting from the transport of the dog.

Transport on a stretcher is not allowed on Neos flights.

Oxygen cylinders for medical use are not permitted on Neos flights. Note: Neos also does not provide this service.

Oxygen concentrators
The transport of portable oxygen concentrators (POC) onboard our flights is subject to the following conditions:
- The passenger must inform Neos no later than 4 days before the departure of the flight.
- The passenger must travel with an approved model of POC (see list below).
- The POC must have a label/tag indicating approval for use on board aircraft.
- The POC must not be contaminated with oils, grease and other petroleum products and must be in good condition and free from damage or other signs of excessive wear and tear or misuse.
- The passenger must present the POC documentation for inspection.
- The passenger must present Form FO-FO-019 or an equivalent letter from their doctor confirming the following information:

1) The passenger is fit to travel.
2) The passenger can operate the device, recognise and respond appropriately to its alarms if unable, the user must travel with an escort capable of performing these tasks.
3) Specification of the phases of flight during which the device is medically necessary (taxiing, take-off, cruise, landing);
4) Indication of the maximum oxygen flow value in relation to the pressure value during normal operations.
The passenger must allow Neos personnel to verify the content of the medical certification.

In addition:
- During the flight, the POC must be used in battery mode.
- The passenger must have enough fully charged batteries to cover the duration of the flight and any possible delays. Additional batteries are only allowed in carry-on baggage and must be individually protected to prevent short circuits; battery terminals must be unexposed or packed to avoid contact with metal objects, including the terminals of other batteries.
-Spare lithium or lithium-ion batteries are not allowed in checked baggage.
-Only lotions and conditioners that are compatible with the presence of concentrated oxygen may be used.
-The POC must be switched off in case of interference with aircraft systems.
-The POC used during each phase of the flight must be stowed completely under the seat in front of the passenger. This will enable the user or the user's accompanying person to hear the audible and visual warnings.
-The POC must be stowed free of blankets, coats or any other hand luggage that could block the suction filter.
-When the seat belt sign is off, the person using the POC is free to move around the cabin.

LIST OF APPROVED DEVICES

In any case, if the POC reports the following label "The manufacturer of this POC has determined this device conforms to the applicable FAA acceptance criteria for POC carriage and use on board aircraft", the device is approved for transport.

For safety reasons, supports/aids for disabilities that need to be fastened at the back of the seat are not permitted on NEOS flights.

As per EC Regulation 1107/06 Annex II, our cabin crew personnel can provide assistance to passengers with disabilities or reduced mobility only in the following cases:

- in moving from their seats to toilet facilities (they cannot lifting or carrying a passenger when not for the purpose of aisle wheelchair use)
- opening packages of meals and drinks (they cannot provide specific assistance with drinks, meals or medication going beyond the service provided to other passengers).

Neos aircraft are all equipped with an aisle wheelchair that can be used to move the passenger from his/her seat to the toilet if required.

Our in-flight toilets are equipped with handrail support to facilitate its use by passengers with reduced mobility (only some central toilets on B787 aircraft)

In accordance with the current regulation EC 1107/06, an airline, its agent, or a tour operator cannot refuse a booking request for reasons of disability or reduced mobility.
Refusal of booking or boarding can only take place:
• For safety reasons
• If the size of the aircraft or its doors make it physically impossible to board or transport the passenger with disabilities or reduced mobility or the.
Please note that if the flight is operated by third-party carrier, some assistance services may not be available or may differ (e.g., wheelchairs on board)

In the event of failure or inadequate assistance, complaints must be filed to:
- the airport management body for lack of or inadequate ground assistance
- to the airline for issues during the booking process or for lack of assistance on board
If you wish to file a complaint to NEOS, you need to first register an account.
Once signed into your personal account, click the "Customer Service" link on the home page, then click the “Customer Care” form button and insert your credentials.
Finally, click "New ticket" and provide all the information requested
After submitting your complaint, you will receive an email with your case reference number.
We will answer all passengers’ complaints within 30 days after the submission.
At any time, by accessing your personal account, you can monitor the progress of your complaint.
NEOS will not accept complaints via any other method.
In the event the response appears to be inconsistent with the provisions of the regulation, passengers with reduced mobility or with disabilities can submit a complaint to ENAC (Italian Civil Aviation Authority), preferably using the following online form: https://moduliweb.enac.gov.it/applicazioni/reg1107_English/modulo.asp
It is possible to send a complaint to ENAC if the service problem occurred:
• at an Italian airport.
• on flights departing from an Italian airport (regardless of the nationality of the carrier);
• on flights arriving at an Italian airport if operated by an EU carrier.

On 26 July 2008, Regulation (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air came into force. For further information, you can download the regulation here

The ENAC project entitled “Autism, traveling through the airport” was conceived to facilitate air travel for autistic people. For more information visit the ENAC website