Passengers with special needs: we have provided some important information on accessible travel. Find out here about our services for passengers who need assistance.
Special Assistance & Services
UMNR care service: restrictions for connecting flights via Brussels
(Update: September 2024)
Effective 2 September 2024, you will only be able to book the care service for unaccompanied minors (UMNR) for connecting flights via Brussels if the transfer time does not exceed six hours. This applies to all flights operated by Austrian Airlines, Brussels Airlines, Lufthansa, SWISS, Air Dolomiti and Edelweiss and booked under a Lufthansa Group flight number.
Please note that it is not permitted to circumvent this restriction by booking two separate tickets.
UMNR care service available on more connecting flight
(Update: July 2024)
You can once again book the care service for unaccompanied minors (UMNR) for all connecting flights via Brussels (BRU), Geneva (GVA) and Zurich (ZRH). This applies to all flights operated by Austrian Airlines, Brussels Airlines, Lufthansa, SWISS, Air Dolomiti and Edelweiss and booked under a Lufthansa Group flight number.
The UMNR service continues to be unavailable until further notice for connecting flights via Frankfurt (FRA), Munich (MUC) and Vienna (VIE).
Refund rules for UMNR service charge
(Update: December 2023)
If the travel plans of a child traveling alone change, the fare conditions apply for any rebooking or cancellation of the flight ticket. The UMNR service charge (UMNR EMD) is refundable up to 72 hours before departure. This applies both to a stand-alone refund of the EMD and to a refund of the EMD together with the ticket. Within 72 hours before departure, UMNR fees are non-refundable on a voluntary basis.
Traveling with children: what you should bear in mind
(Update: May 2023)
Whether at the airport or on board: the Lufthansa Group airlines have the travel wishes of all ages at heart. For children under 12 years of age, the care service for unaccompanied children (UMNR) must not only be booked if they are traveling alone, but also if parents and children are traveling on the same flight in different classes of service.
Under certain circumstances, these regulations may differ for SWISS flights. Your Lufthansa Group Agency Support team will be happy to provide you with further information.
SWISS to offer UMNR care service again on connecting flights
For SWISS flights departing on/after 1 April 2023, you can once again book the care service for unaccompanied children (UMNR) for connecting flights via Zurich or Geneva. Important: This only applies to flights operated by SWISS (LX) or Edelweiss (WK) and when booking the SWISS flight number.
For Austrian Airlines, Lufthansa, Air Dolomiti, and Eurowings Discover, the UMNR service can still be booked on point-to-point flights only. It is not available on connecting flights via Frankfurt, Munich, and Vienna until further notice.
No care service for unaccompanied children (UMNR) on connecting flights
(Update: July 2022)
The care service for unaccompanied children (UMNR) is currently only available on point-to-point flights to and from Frankfurt, Munich, Vienna and Zurich. On connecting flights operated by Austrian Airlines, Lufthansa, SWISS, Air Dolomiti and Eurowings Discover, the care service for unaccompanied children (UMNR) is not available until further notice. Booking requests will be immediately rejected with "NO".
Please note:
- Children traveling alone without a confirmed UMNR reservation will be excluded from carriage at the departure airport
- This also applies if an attempt is made to circumvent the UMNR embargo by booking two separate tickets
- It is not permitted to book another care service (e.g. Lufthansa Guide Service) for the care of children traveling alone
Children between the ages of 5 and 11 may only fly alone if they use our childcare service or travel together with a person who is at least 12 years old.
* On Brussels Airlines, the UMNR care service can be booked on point-to-point and connecting flights.
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UMNR: unaccompanied children
At Lufthansa Group, unaccompanied children are in the best possible hands – at the airport, during the flight and after landing. The Lufthansa Group special service makes sure that children and their relatives feel very comfortable.
Please note that Lufthansa Group airlines’ regulations for unaccompanied children may differ. Please enquire directly with the respective airline about the rules for children traveling alone on Lufthansa Group:
UMNR: From what age are children allowed to travel alone?
Children aged between 5 and 11 may only fly unaccompanied if they are using the Lufthansa special service (UM service) or if they are travelling with someone who is at least 12 years old. However, children aged from 12 up to a maximum of 17 years old, who are travelling alone, can also be looked after at the request of their parents.
Age
Options
Up to 2 years
May only travel accompanied by a person aged over 18
2–4 years
May only travel accompanied by a relative/legal guardian aged over 16 or a person aged over 18
5–11 years
For unaccompanied children: UM service is obligatory
Accompanied by a person aged over 12: UM service is not obligatory*
12–17 years
UM service is available on request, but not obligatory*
* If parents wish to use the UM service, however, the UM service charge applies to the relevant child and the passengers traveling with him/her.
UMNR: How to book the UM special service
Book the desired flight for your customers and register the unaccompanied child (UMNR) as an additional service. To do this the following fields must be filled in – as in GDS Amadeus here:
- SR UMNR LH NN1-UM07 (enter the child’s age)
If several unaccompanied children are booked in one PNR, the passengers must be listed separately:
- SR UMNR LH NN1-UM07/P1
- SR UMNR LH NN1-UM10/P2
In addition, enter the contact details of the escort on departure (EOD – ESCORT ON DEPARTURE) and on arrival (EOA – ESCORT ON ARRIVAL) as an OSI element:
- OS LH EOD – MRS JANE DOE, WALDSTRASSE 123, 13053 BERLIN, 004930123456789
- OS LH EOA – MR JOHN DOE, FIRST AVENUE, 10005 NEW YORK, 00121287654321
Please also enter the child’s date of birth in the booking:
- OS LH DOB01DEC2012
Important: the UM service is only available if the child’s entire journey is booked on one ticket. All flights must be on the same flight ticket number. If the child is travelling on several separate tickets, the UM service cannot be booked.
We recommend that you collect the UM charge directly at the travel agency by issuing an EMD-A. This will avoid the parents having to deal with a last-minute payment at the airport, and allow them to focus completely on their child.
New registration process for transport of dogs on Lufthansa flights to the USA
(Update: February 2025)
Effective 17 February 2025 (date of SSR request), passengers on Lufthansa flights to the USA must register the transport of dogs in the cabin (PETC) or in the cargo hold (AVIH) at least 72 hours before departure via an online form.
The online registration must be made in addition to the CDC requirements and also applies to booking requests (SSR PETC or SSR AVIH) that you make for your customers via NDC or in the GDS.
As usual, these SSR requests first go to HN. A dedicated Lufthansa Special Service Desk will process and check these SSR requests only after the online form has been submitted by the passenger. The SSR is then confirmed manually with HK or rejected with UC or NO.
Please note that all other regulations and restrictions for the transportation of dogs to the USA remain unchanged. For the transportation of cats, the online form must only be completed for transportation in the hold (AVIH).
Payment of the PETC fee up to 48 hours before departure starting 2 October 2024
(Update: October 2024)
Starting 2 October 2024, the fee for transporting an animal in the cabin (PETC) must be paid at least 48 hours before departure by telephone to the Service Center of the respective airline. For technical reasons, it is not possible to issue a PETC EMD in the GDS or via NDC.
Adjustment of fees for the transportation of animals in the cabin
(Update: September 2024)
Effective 2 September 2024 (date of ticket issue), Austrian Airlines, Brussels Airlines, Lufthansa and SWISS will increase the prices for the transport of dogs and cats in the cabin (PETC) by 15 euros. The fees for the transportation of animals in the cargo hold (AVIH) will remain unchanged.
New process for confirmation of PETC and AVIH requests on Lufthansa flights
(Update: May 2024)
In the past, requests for the transportation of animals in the cabin (PETC) or in the hold (AVIH) for Lufthansa flights were confirmed automatically.
As of 2 May 2024, PETC and AVIH requests for flights operated by Lufthansa (LH), Lufthansa CityLine (CL) or Lufthansa City Airlines (VL) are no longer confirmed automatically but reviewed manually by a new Lufthansa Special Service Desk. After the check, the SSR is confirmed manually with HK or rejected with UC or NO. In the event of a rejection, an SSR OTHS element with an explanation is also inserted in the PNR.
Processing will take place within 72 hours of the request at the latest, with short-term requests being prioritized.
Travelling with animals in cabin
(Update: January 2023)
Did you know that the airlines of the Lufthansa Group transport more than 100,000 dogs and cats as hand luggage in the cabin (PETC) every year? To ensure that pets arrive safe and sound at their destination, a soft-sided carrier that can be securely fastened is required for the transport of small dogs and cats in the cabin.
For carrying an animal as hand luggage (PETC) or taking an assistance dog (SVAN) on board, a confirmation is required that the animal meets all requirements. Please inform your customers at the time of booking that starting 1 February 2023, two printouts of the fully completed and signed form must be presented at the check-in counter.
Travelling with animals in cargo hold
Pets can be transported as the excess baggage in special transport containers in the air-conditioned cargo hold. Therefore, additional pre-check of availability and surcharge will apply.
Lufthansa Group airlines strive to ensure the safety and welfare of all its passengers – and this also, of course, includes animals. For this reason, our guidelines are based on current animal protection regulations, on import and export provisions and on International Air Transport Association (IATA) regulations.
For further information on specific airline regulations, please visit respective airline websites of Austrian Airlines, Brussels Airlines, Eurowings, Lufthansa and SWISS.
AVIH embargo for the transport of American Bulldogs
(Update: January 2023)
Starting 1 February 2023, the transport of the dog breed "American Bulldog" in the cargo hold (AVIH) is no longer permitted. This applies to all flights operated by Austrian Airlines, Brussels Airlines, Lufthansa, SWISS and Air Dolomiti.
Medical care form
With certain diseases (e.g. heart/lung disease, stroke, etc.), injuries as a result of an accident, or chronic conditions, an assessment of your fitness to fly must be obtained from Lufthansa Group medical service.
If you have any questions about your health on flights, please contact:
Please download the Lufthansa Group airlines’ medical care form below:
Health guide
Click on the links below to find detailed information on all the relevant topics for healthy travelling of Lufthansa Group airlines:
Safely on the move with medication
(Update: January 2022)
Medicines, vaccines or samples – temperature-sensitive goods are not always easy to transport. Thanks to Cube, a medicine box including cold packs and carrying bag, travelers can now easily and safely take their medications requiring refrigeration in their carry-on luggage.
The Lufthansa special service at the airport
- At Munich or Frankfurt Airport passengers with special needs can spend the time prior to departure along with a companion in a special lounge. They will then be accompanied to the aircraft and, after landing, met by another member of staff who will take them to the person they are meeting or to their onward flight.
- For travellers with impaired mobility free wheelchairs are made available. On-board wheelchairs and accessible toilets are also provided on all long-haul flights.
- A wheelchair service takes mobility-impaired passengers from the Departures area to the aircraft, from the aircraft to the Arrivals area or from aircraft to aircraft.
- The Frequent Traveller’s Medical Card (FREMEC) makes the processing of travel formalities easier for passengers with special needs who are also frequent flyers.
- The special service is included in the price of the fare. To guarantee the required support, it is necessary to register the request in advance through an SSR element in the booking at least 48 hours before the travel date.
Special arrangements in Frankfurt and Munich
There is a special service desk for passengers with special needs in the check-in hall at both Munich and Frankfurt airports. A special service at Munich Airport will meet visually impaired passengers directly at the check-in counter and accompany them to their gate. In addition, direct transport to their departure gate is possible by gate taxi. Throughout Munich Airport, all levels are connected by lifts (with instructions in Braille) or escalators; this helps to make longer distances easier for wheelchair users too.
Booking battery-powered wheelchairs containing a lithium battery
(Update: January 2025)
Passengers traveling with their own battery-powered wheelchair must register it in advance. Following new IATA standards for booking battery-driven wheelchairs, the Lufthansa Group airlines will in future use two different SSR elements to distinguish between removable and non-removable lithium batteries.
• New: WCLX for a passenger’s own wheelchair with removable lithium battery
• WCLB will only be used for a passenger’s own wheelchair with non-removable lithium battery
These updated SSR elements must be used for new bookings made from 13 January 2025 and for travel from 4 February 2025. Already existing and confirmed WCLB bookings remain unchanged and there is no need to rebook them.
All other regulations for booking assistance and mobility services remain unchanged. If you have any questions, your Lufthansa Group Sales & Service Team will be happy to help.
Bookings for passengers with reduced mobility (PRM)
You can help passengers with reduced mobility, with hearing or visual impairments, or with mental disabilities to enjoy the best possible service at the airport and during the flight by providing full details of their assistance requirements when booking.
It is important to clarify whether your customer will require a wheelchair throughout their journey, whether they must be carried to their seat, or whether the passenger is able to mount the steps and walk into the aircraft.
Up to two mobility aids (e.g. wheelchair or walking frame) can be transported free of charge either in the cabin or in the hold.
To register this, you can use various SSR elements to describe the requirements and ensure optimal assistance at the airport using the appropriate aids (wheelchair, lift truck, carrying equipment):
SSR elements
Description
WCHR
Passenger can walk short distances and also climb steps
WCHS
Passenger can walk short distances, but cannot climb steps (e.g. elderly passengers)
WCHC
Passenger cannot walk unaided and cannot climb steps (e.g. paraplegic)
BLND
Passenger who is blind or visually impaired
DEAF
Passenger who is deaf, hearing-impaired or a user of sign language
DPNA
Passenger with intellectual or developmental disability
If the passenger wishes to take their own wheelchair and/or needs it on board, this must be registered with the following entries:
Please make sure you enter the correct battery code as wheelchairs are loaded in different ways in the aircraft. Confirmation of the on-board wheelchair is dependent on the aircraft type and the route.
SSR elements
Description
WCMP
Manual wheelchair
WCBD
Dry-battery-powered wheelchair
WCBW
Wet-battery-powered wheelchair
WCLB
Lithium-battery-powered wheelchair (non-removable)
WCLX
Lithium-battery-powered wheelchair (removable)
WCOB
On-board transportation of wheelchair
Please note the following checklist for the registration:
- The requirement for assistance service must be registered as an SSR element in the booking at least 48 hours before the start of the journey. Optimal assistance cannot be guaranteed for registrations made at shorter notice.
- When making the reservation, Lufthansa has been informed of the mobility impairment and special requests have been listed. These include, for example, the use of special facilities and services (e.g. pick-up in a wheelchair, transportation of an assistance dog, etc.).
- It is important to assess the mobility impairment as accurately as possible, as inconsistent information about WCHR and WCHS, for example, can lead to operational disruptions and unnecessary delays.
- Due to limited space in the hold, it is essential to register and confirm a passenger’s own wheelchair. If this cannot be confirmed, for reasons of space it is unfortunately not possible to for the passenger to take it with them.
- On the day of departure, it is advantageous if passengers with reduced mobility can arrive early at check-in. In the case of Frankfurt and Munich Airports, it is recommended to arrive two-and-a-half hours before departure.
- There are no seat restrictions in principle; only the seats at the emergency exit cannot be allocated for safety reasons
If you have any questions, your Lufthansa Group Agency Support is at your service as usual or you can visit Lufthansa Group airlines’ websites:
Stretcher and Extra Oxygen onboard
With Lufthansa, Austrian Airlines, Brussels Airlines and SWISS, comprehensive services are available worldwide to international patients and to people suffering from injuries or other health-related problems. In cooperation with healthcare providers, we are able to offer a broad portfolio of global expert services.
Lufthansa details
Lufthansa Medical Services include additional services that can be booked to support travellers in need of wheelchair or stretcher transport. For patients with impaired pulmonary or cardiac function, the Wenoll system provides extra oxygen during the flight. For availability, booking and other information, please contact the Medical Operation Centre at medicaloperation@dlh.de
SWISS details
Depending on the degree of impairment, we may require a medical care form (SAF/MEDIF). For more information, please contact the SWISS Medical Services at medicalservices@swiss.com
The “Doctor on Board” programme of Lufthansa, Austrian Airlines and SWISS
If medical assistance is needed on board, we are helped by doctors who have joined our “Doctor on Board” programme. Lufthansa, Austrian Airlines and SWISS thank them for their assistance with:
- 5,000 Miles & More award miles on their next flight
- a copy of the “Handbook of Aviation Medicine and Inflight Medical Emergencies”
- a “Doctor on Board” bag tags designed exclusively for those taking part in the programme
- the opportunity (for a fee) to attend a course run by Lufthansa’s Medical Service and to acquire CME points while doing so
When a doctor registers with the programme, details of their medical specialism will be recorded by Miles & More so that, in the event of a medical emergency, the flight attendants can approach the doctor. If several doctors are on board, a medical consultation of several specialisms is possible.
Doctors can register in our “Doctor on Board” programme, simply by following below steps:
If they are not already a Miles & More member, they can register first. They will immediately receive their Miles & More card number, which they can then enter on their registration form. Go to Miles & More registration
They can register for our doctors’ programme as follows: simply by downloading the form Registration for the “Doctor on Board” programme (PDF, 1,280 kB), printing it out, upload the form to the Miles & More Website together with a copy of your license to practice medicine or your specialist qualification. Please send us an English approbation certificate or your international approved license. Click on the Contact tile and then on the Contact form tile and complete the form including the attachments.
When they book flights in future, simply quote their Miles & More card number as usual. That way we will know that we can depend on their medical assistance on board.
If you have any questions about our program or about registration, please contact us by email at
