In good hands: Supporting every journey with care

Travel brings people together. Milestones like weddings, birthdays and family reunions become even more meaningful when shared with loved ones. But for those with medical or mobility issues, the journey may feel uncomfortable, leading to concerns about overseas travel and the possibility of missing out on special moments.

But it does not have to be that way.

At Singapore Airlines, we offer special assistance services to support passengers from departure to arrival, helping to make travel more accessible for those with additional needs.

Wheelchair support and mobility assistance are available for customers with injuries or health conditions, thus needing help to move through the airport or to and from their aircraft seat. This includes travellers who have difficulty walking long distances, require support with boarding and disembarkation, or travel with personal mobility aids such as walkers and manual or motorised wheelchairs.

Ground assistance for those with mobility issues is available at departure and on arrival. Wheelchair assistance can be arranged at key points of the journey including check-in, immigration, security, boarding gate, baggage claim and the arrivals area. Staff can also support the carriage and handling of mobility aids, including battery-powered wheelchairs, with advance notice. Do note ​the requirements for lithium batteries when removed from mobility aids: 300Wh for a single-battery mobility aid and 160Wh per battery for those with two batteries.

For inflight and transit services, assistance is available to and from the aircraft door as well as to and from the seat to ensure a smoother and safer journey. Support is also provided between gates and through transfer checks at transit airports.

Passengers with medical conditions or hidden disabilities may request for additional support from departure through to arrival. Should you need to use any personal or onboard medical equipment, prior approval may be required. Additionally, if you are uncertain whether you are fit to travel, please consult your physician and obtain medical clearance, if necessary. You may then reach out to Singapore Airlines to make the necessary arrangements.

Ground assistance at departure and on arrival includes pre-travel advice on medical documentation and clearance. Physical assistance during check-in, boarding, and after arrival, including support with medical equipment, is available.

For inflight and transit services, pre-approved medical equipment can be used as long as it is in line with safety regulations. Do seek the assistance of our cabin crew should you need to dispose any used syringes or needles while on board. Singapore Airlines can also arrange assistance at transit points, including support with equipment and wayfinding.

Passengers who do not require wheelchair or mobility assistance may still request for other forms of support, if they wish to seek help for language translation or assistance during departure, transit and arrival.  Depending on the request, support may include assistance with immigration clearance, transit navigation, and disembarkation to the arrival hall.

Passengers are advised to request for special assistance services in advance through singaporeair.com. Fill in the Special Assistance Form and specify the support required, including details of personal mobility aids, applicable medical or mobility considerations.

Submit the form at least 48 hours before your flight to allow enough time for coordination between the departure and arrival airports, as well as with the Singapore Airlines cabin crew on board. Please take note that some requests may require a longer lead time, you may refer to the Special Assistance page for more information. Once confirmed, these services will be reflected in your booking.

On the day of travel, customers who have arranged mobility, medical or MAAS support will be taken care of from departure to arrival. They may be invited to board early and disembark after other passengers to allow our cabin crew and ground staff to better assist them. Assisted transfers may take longer than usual so please allow additional time for connecting flights.

Because special assistance is coordinated for multiple passengers on each flight, there may be brief waiting periods, notably during peak travel hours. Do factor in extra time at the airport.

At Singapore Airlines, we strive to make travel comfortable and easier for passengers who need mobility or special assistance.

To learn more about mobility services or to submit a request, visit singaporeair.com/get-help/special-assistance. Please take note that some requests may require a longer lead time. Services may vary by airport and are subject to local regulations and operational constraints. Click here to download an infographic on Special Assistance.