Passengers with special needs

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At Wingo we will make every effort to transport and provide assistance to all our passengers, including those with special needs.

Passengers with limited mobility

  • Passengers with reduced mobility may select the seat of their choice; however, they cannot be located on seats next to emergency exits. They will have priority access when boarding the aircraft.
  • Passengers requiring wheelchair service must notify the airline through the channel used to make the reservation and/or purchase, not less than 24 hours prior to the flight. For such passengers, the service will be provided from the moment the passenger arrives at the check-in counter until the boarding gate or aircraft seat as required. After landing, the service finishes at the exit of the terminal and does not include the parking lot.
  • Passengers traveling with their own special-assistance device must keep in mind the following:
    • Passengers traveling with canes, crutches or walkers can travel on the aircraft cabin if the device’s dimensions are allowed on board, otherwise, the device must be checked in the aircraft cargo hold. This type of baggage will not be subject to additional fees.
    • Conventional (manual) wheelchairs may be transported as carry-on luggage if the device’s dimensions allow it to be carried in the overhead compartments or in the aircraft lockers, otherwise, the device must be checked in the aircraft’s cargo hold. This type of baggage will not be subject to additional fees.
    • Motorized wheelchairs powered by dry-cell batteries may be carried as checked baggage as long as the batteries have been removed from the chair. These batteries must be packed in a separate container and it must be ensured that all electrical terminals are properly protected against a short circuit. This type of baggage will not be subject to additional fees and must be checked at the boarding gate.
    • Motorized wheelchairs powered by lead-acid batteries containing liquids are only allowed to be carried on the aircraft cargo hold. The captain must be notified about the existence of this material on the plane. This type of baggage will not be subject to additional fees and must be checked at the boarding gate.
    • All services mentioned above must be checked and notified to the airline upon reservation not less than 24 hours prior to the scheduled flight.

Transportation of service animals

Wingo admits service animals, whose documentation demonstrates that they are required for the emotional well-being of the passenger and which may provide assistance to people with disabilities.

Passengers with visual impairment are allowed to travel with or without a guide dog. Passengers traveling with a guide dog or service animal must keep in mind the following:

  • Transportation of companion pets such as guide dogs is not subject to any extra fee or restriction on international or domestic flights. No weight restriction applies to service animals. No kennel is required for service animals, since the pet must be able to move freely in order to accompany its owner.
  • Passengers traveling with a companion pet must notify the airline through the channel used to make the reservation and/or purchase, not less than 24 hours prior to the flight.
  • All service animals must have their corresponding permits indicating that they are trained to provide assistance, as well as any additional documentation (such as entry permits to the country of destination and certificates of vaccination) that may be required. For animals providing emotional support, a medical letter must explain why the passenger must travel with this type of pet.
  • For international flights, the passenger must present at the airport of origin the animal's health certificate issued by a competent authority, certificate of vaccination and inspection register of the pet and all documents necessary to be admitted in the destination country.
  • For domestic flights in Colombia, only the current vaccination certificate of the animal will be required. You must also carry the corresponding permits for your arrival in the destination city. Animal's must be identified by an official badge. Muzzles are recommended during the flight.
  • Passengers meeting these conditions cannot be located next to emergency exits.

Passengers carrying syringes and insulin

Wingo allows transportation of syringes and insulin without limitation for those passengers that require such items due to their medical condition, as long as:

  • The passenger presents at the check-in counter a medical document that certifies his/her condition or medical formula that prescribes the administration of such medicine.
  • Medicine, provisions and devices for special needs must be subject to inspection in order to ensure they are free of hidden objects. This inspection is carried out at the airport’s security checkpoint.
  • Insulin in any form or container must be properly labeled and have a professionally printed tag that shows the name of the drug and manufacturer or pharmaceutical label.

Passengers traveling with portable oxygen concentrators

Wingo does not accept reservations or requests for oxygen for medical use on board provided by the airline or the passenger on any international or domestic flight.

  • Portable oxygen concentrators (POC) allowed by the airline may be carried and used on board at no extra fee, however, they must meet the FAA regulations on this matter. You can check FAA Approved Portable Oxygen Concentrators.
  • Personal oxygen units, such as bottles, are not allowed, since they may contain compressed gases or liquid oxygen, which are potentially dangerous during transportation.
  • Portable oxygen concentrators (POC) must be placed under the seat in front of the passenger. It will be considered carry-on luggage and will not be subject to extra fees.
  • Passengers traveling with these devices must notify it to the airline not less than 24 hours prior to the scheduled flight. This request must be registered upon making the reservation, in order to provide the human and logistic resources and equipment that might be needed during boarding, landing and transportation. Please keep in mind the following recommendations:
    • Notify the customer service agent during check-in that you are traveling with a portable oxygen concentrator.
    • Notify that the POC contains the required amount of oxygen considering that air pressure is under normal conditions on the cabin.
    • Passengers traveling under these conditions cannot be located on the seats next to the emergency exits.
    • Passengers must present a written statement by their doctor including the following information:
      • That the user is trained to understand, follow and listen to emergency instructions.
      • The use of the POC is required during the whole flight or at just one phase of the flight due to the passenger’s medical condition.
      • Certification stating that the POC contains the required amount of oxygen considering that air pressure is under normal conditions on the cabin.
      • The POC and its batteries are provided by the passenger.
      • Batteries must be fully charged. Such charge must be equivalent to 150% of the flight’s duration, since Wingo is not responsible for providing energy in case the POC’s batteries run out of energy.
      • Ensure that any extra battery is properly packed to protect it from short circuits. It must not touch metal objects, including the terminals of other batteries.

Caregivers for special assistance

Wingo will request a caregiver for passengers with special needs in the following cases:

  • Passengers with mental disabilities who are not able to understand and respond to safety instructions provided by the crew.
  • Passengers with physical limitations that affect more than 50% of their motor capabilities, who will not be able to move by themselves in case of an emergency evacuation.
  • Passengers who are not able to take care of their physiological needs by themselves.
  • Passengers who, due to their visual and/or hearing impairment, cannot communicate with the staff.
  • Caregivers must be over 18 years old and must be able to provide the assistance required by passengers with special needs.
  • The caregiver ticket must be purchased and will be subject to the applicable fee.
  • Assistance items can be carried on board as long as they meet the baggage requirements (carry-on or checked luggage) and are not considered additional pieces, therefore, they will not be subject to any fee.