Rules for passengers with special needs

General information

All services published on oozh.ge depend on the availability of the service providers and on the conditions of carriage set by the airlines; the oozh.ge Terms and conditions also apply to them.

The airlines' conditions may include specific boarding procedures, passenger obligations or other restrictions. These rules are set by the airlines. We want every passenger to have an equal opportunity to travel, so we provide the information below.

Your contract of carriage with the airline operating your international or domestic flight, or part of an international itinerary, is governed by the airline's conditions and rules and by the applicable law: for departures from Georgia, the rules of the Civil Aviation Agency of Georgia; for departures from the European Union, Regulation (EC) No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air.

The airline may refuse to carry a passenger who does not comply with the applicable law or does not provide, in good time, the documents and information required in connection with their special needs.

Passengers with reduced mobility

The airline accepts a passenger with a disability taking into account the following factors:

• whether the handling service can provide the assistance needed (equipment, trained staff);
• restrictions: the maximum number of passengers with reduced mobility (PRM) on board for each aircraft type, and the conditions for accepting certain PRM categories;
• the passenger's state of health, the equipment needed, the airline, the aircraft type and its limitations, to ensure a comfortable and safe journey.

Please therefore request special assistance when you book, or at least 72 hours before departure, so that the airline has time to prepare. We enter your request in the booking and pass it to the airline without delay. Under EU rules, the airline must provide assistance if it was notified at least 48 hours before departure. If the request reaches us late, the airline may be unable to provide the assistance or, under its rules, may refuse carriage.

For passengers with certain medical conditions, the airline may require a medical certificate. In that case a doctor completes the special MEDIF form, which is sent to the airline.

The form is available on the airlines' official websites; we can also provide it when you book. Send the completed form to the airline at the email address stated on its website, or through us.

Please tell us what help you need to get around. Three wheelchair service categories are used internationally:

1. WCHR: needs a wheelchair only for long distances; can climb stairs unaided.
2. WCHS: cannot climb stairs but can walk short distances unaided.
3. WCHC: completely immobile; needs a wheelchair and help all the way to the seat on board and cannot move on board without help.

If you travel with your own wheelchair, tell us its weight, dimensions and other characteristics (for example, foldable or not, sports or electric).

Electric wheelchairs are carried under special conditions. A non-spillable battery may stay fitted if it is securely attached, disconnected and has insulated terminals. Wheelchairs with wet-cell or lithium batteries are not accepted for carriage.

Mobility aids of a passenger with reduced mobility (wheelchair, crutches, other equipment) are carried free of charge in the hold.

Passengers with visual or hearing impairments

Please tell us about your needs when you book so that we can pass this information to the airline. No medical certificate is required for these passengers.

Some airlines may require a passenger with a visual or hearing impairment to travel with an accompanying person; please check the airline's rules.

A passenger with reduced mobility or a sensory impairment may choose a seat on board, but for safety reasons some seats (for example, at emergency exits) may not be available to them.

A passenger with a visual or hearing impairment may travel with a guide or assistance dog. Such a dog is carried free of charge. You must tell us about it when you book.

Conditions for carrying guide and assistance dogs:

• the dog's weight and size may be limited;
• the passenger must hold a certificate confirming the dog as a service animal (“Service Animal”);
• the dog must not move freely around the cabin;
• the dog does not occupy a separate seat;
• the dog must wear a muzzle and be on a leash.

Health data and your consent

Information about a health condition or disability is a special category of personal data. We process it only with your written consent, given separately: by ticking a separate box in the assistance request form or by a confirmation sent by email.

• We use the data only to arrange special assistance;
• we pass it to the airline or airlines operating your flights and, through them, to the airport handling services;
• we keep the data until the end of the journey and then delete it unless it is needed for a claim related to the journey;
• you can withdraw your consent at any time by email to [email protected]; after withdrawal we can no longer pass on the assistance request;
• we process a minor's health data only with the written consent of a parent or other legal representative.

For details, see the Privacy policy.

Our responsibility

It is our obligation to pass a request received in time to the airline correctly and without delay. The assistance itself is provided by the airline and the airport. If notice of a special need reached us late or not at all, we cannot be held responsible for a refusal of boarding caused by that.

If your itinerary includes flights operated by different airlines, please check each airline's rules for passengers with special needs.

To request special assistance, call us at +40 31 780 80 80, write to us at [email protected] or in the chat. For further information, contact the airline.