EGYPTAIR customer service representatives and public relations representatives are available at departure and arrival locations to extend care and assistance to passengers with special needs (Those are passengers with reduced mobility, with physical or mental disability and elderly Passengers as well as hidden disabilities).
For all passengers departing from Cairo international airport (Terminal 3), kindly contact our public relation on 0020128666701, 30 minutes before arriving the terminal. For More inquiries, you can send an email on [email protected] / ([email protected])
As for passengers departing from Toronto international airport, kindly contact: Toronto Station Manager on Tel: +16477402572
For More inquiries, you can send an email on ([email protected])
What Can You Bring?
Planning ahead and packing properly can facilitate the screening process and ease your travel experience at the airport. Know what you can pack in your carry-on and checked baggage before arriving at the airport. Even if an item is generally permitted, it may be subject to additional screening or not allowed through the checkpoint if it triggers an alarm during the screening process, appears to have been tampered with, or poses other security concerns.
The final decision rests with the security authorities on whether an item is allowed through the checkpoint. Any sharp objects in checked baggage should be sheathed or securely wrapped to prevent injury to baggage handlers and inspectors.
Carrying Medical Equipment on Board
If you need to travel with medication, medical equipment or devices, such as CPAP machines, or hearing aids that emit radio waves, be prepared to provide the manufacturer, product name, model, size, battery type, etc.
Please note that we may check (security screening) your equipment again at the airport before departure.
Note: Scissors, even those that are part of medical equipment, cannot be carried on board.
For medication, a copy of the prescription or a medical certificate issued by a medical practitioner indicating the name of the illness, etc., may be requested at security.
In addition, the final decision rests with the security authorities on whether an item is allowed through the checkpoint.
Medications & Needles
Generally, customers are permitted to carry medications and associated supplies (including needles, syringes, and auto-injectors) for the treatment and control of their medical conditions onboard. Ensure adequate supplies of medication are carried in both carry-on and checked in luggage.
Regulations from Different Countries
The legal status of different types of medicine can vary from country to country and the carriage requirements are not consistently enforced. This applies to both over-the-counter and prescription medications.
To ensure a smooth transition through local security or customs, you are recommended to carry a letter from your doctor confirming that you have need of such medication and have them clearly labelled along with their generic names if possible.
Needles & Syringes
Bringing needles on board may be subject to the local country's safety and security clearance procedures and it is beyond the control of the airline. Please check with the specific country's security and customs agencies you are transitioning through.
It is recommended that the syringes and injectable medications are carried together and be clearly labelled to identify your name and the medication OR that you carry a medical certificate or supporting letter from your doctor indicating your name and the medication.
Refrigeration of Medication inflight
EGYPTAIR will not be able to refrigerate your medication. If you are bringing medication which requires refrigeration, you should pack them into a cool bag or vacuum flask along with dry ice in quantities of less than 2.5kg (5.5lbs) – all suitably packed to allow the carbon dioxide gases to evaporate freely. Please inform our airport staff that you are bringing dry ice onto the flight during the check in procedures.
Before your flight:
Review medication regulations with the relevant authorities, especially for travel with controlled drug.
Carry medicines in a correctly labelled container as issued by the pharmacist, carry a copy of all prescriptions, including generic names for drugs, along with the actual medication in the hand luggage, especially for controlled substances and injectable.
Wheelchair Assistance
We provide wheelchairs for mobility impaired customers to use on the way to the aircraft, during the flight and when disembarking after the flight. For this reason, you do not need to use your own wheelchair, which we will carry free of charge in the aircraft hold.
We can accommodate the following maximum dimensions for wheelchairs, according to aircraft type:
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A330-300 (W 95 * H 62 Cm)
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B787 (W 1.01 * H 1.14 Cm)
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B 777 - 300 (W 83 * H 110 Cm)
Note: Suitable packing or wrapping is required for the wheelchair.
Customers travelling on wheelchairs will be accepted for travel on EGYPTAIR flights without escorts and do not require medical clearance.
Only customers who need care / assistance during the trip (such as feeding or using the toilet) or unable to help themselves during emergency evacuation or failed to follow the safety instructions of our cabin crew must have escort to assist them.
If you are travelling in a group requiring wheelchairs, please contact our EGYPTAIR sales office or our call center for prior arrangements (at least 48 hours before your schedule flight departure).
EGYPTAIR provides the following wheelchairs category:
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WCHR – Wheelchair Ramp: Customer only requires wheelchair to cover longer distances, but able to climb the aircraft stairs Independently.
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WCHS – Wheelchair Steps: Customer not able to climb stairs but can cover short distances on foot.
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WCHC – Wheelchair Cabin Seat: Customer is completely Immobile.
On Board
Seats close to cabin attendants and lavatories are assigned to passengers with special needs to ensure their comfort onboard.
Most of our aircrafts are equipped with retractable armrests including the aisle seats.
EGYPTAIR accept all types of battery-powered wheelchairs as checked baggage such as wheelchairs with dry cell battery, gel cell battery, or non-spill able electric storage batteries. (WET BATTERY IS NOT ACCEPTED).
For your convenience, we provide wheelchairs, medical lifts, sheets, pillows and blankets free of charge.
You can place your request for assistance from among the following selections:
Therapeutic Oxygen
Passenger needs therapeutic oxygen provided in-flight. A 48-hour notice is required, and a Special Assistance Coordinator will confirm the availability of this request.
The Passenger is required to have a completed copy of Medical Information (MEDIF), a doctor need to specify if the passenger needs hi-flow or low-flow.
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Low flow (2 liter / Min) – Duration: 120 minutes
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High flow (4 liter / Min) – Duration: 60 minutes
A 72-hour advance notice is required for cancellations of therapeutic oxygen to ensure reusability of the oxygen unit.
Visually Impaired
An attendant must accompany visually impaired children under 12 years of age.
Dial 1-800-855-0511. Relay operator will connect with you who then communicate with EGYPTAIR Reservation Office.
Hearing Impaired
Someone who is known to them should preferably escort hearing impaired children under the age of 15.
TTY: If you have a teletypewriter (TTY), you can contact us for reservation related matters:
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Dial 711
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Once connected to the operator, type 416-960-0009
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Operator will dial and connect you with EGYPTAIR Reservation office
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Use Teletype to communicate with the operator who will connect to the EGYPTAIR reservation office
Stretcher Case
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Stretchers will be provided upon request and subject to availability.
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Customers on stretchers are accepted in economy class only.
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Escort is required with the customers travelling on STCR.
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The escort accompanying the stretcher case will be charged any available fare for the trip to be undertaken.
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The customer is required to have a completed copy of Medical Information Form filled and completed by his doctor and state that the customer is fit to fly. (Please be informed that the medical clearance form is available at EGYPTAIR sales office).
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Additional fee is applied for stretcher service. Please contact EGYPTAIR sales office or our call center for more information.
Our charges do not include:
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Ambulance, hospitalization, and other ground expense
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The ticket(s) and expenses of your escort
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The required reservations for the entire trip have to be made prior to departure.
The customer will be responsible to arrange the ambulance transportation and/or all expenses incurred at stations for medical or special attention.
Note: customer travelling on STCR should be present at the airport of departure at least (3 hours for the international flight and 2 hours for domestic flight) prior to their schedule time of departure.
Please be informed that the procedures for accepting STCR is subject to the airport regulations, rules and to the local conditions.
All arrival information (Name of the hospital, ambulance contact, etc) to Egyptair before departure.
Note: STCR cases are only acceptable on flights operated by EGYPTAIR only.
Accessible Toilets
Lavatory for the handicapped. A Specially-designed lavatory has been constructed for an ease of use for handicapped passengers. This is wide enough to accommodate a wheelchair, if necessary, on board, at Cairo Airport, at the lounges and at Toronto Airport.
Service Animals
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An exception applies to certified assistance dogs accompanying visually impaired customers and customers with reduced mobility dependent on their help. Assistance dogs are transported free of charge in the customer cabin provided they wear a harness, are on a leash and have a training certificate and all travel documents required.
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Service animals (Seeing eye dogs, hearing aid dogs, etc.) are carried free of charge subject to aircraft type (for more information, please contact your nearest EGYPTAIR Office).
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Service animals remain subject to custom regulations at the country of transit and destination.
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Documentation on letterhead from a licensed mental health professional, dated within the past 12 months, stating that the customer is under professional care for a mental-health-related disability, and that the animal's assistance is essential to his or her mental health.
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Such animals should be accompanied with valid health and vaccination certificates/entry permit.
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Service animals are accepted in the customer cabin when properly harnessed and not occupying a seat, and should be sitting at customer's feet, subject to prior arrangements being made with EGYPTAIR, and are exempted from any weight limitation and container requirements.
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In case of animals being disruptive or the animal is too big to fit in the customer cabin, then it must be caged and accepted as checked baggage, or else the customer will be offloaded.
NB: The above-mentioned notes only apply for EGYPTAIR operated flights. If you have a connecting flight on a different airline, please refer to its live animals' regulations.
NB: The above-mentioned rules are applied only for flights operated by EGYPTAIR and in case of Code-Share flights operated by other carrier please refer to EGYPTAIR call center or the nearest EGYPTAIR Sales offices. NB: customers with a connection flight must carry empty cages.
Passengers with High Body Mass
For your comfort, if you require a second seat, remember to indicate this when making your reservation. EGYPTAIR agents will notify you of availability. Booking a second seat guarantees you a more comfortable and non-restrictive trip.
If the flight is full and you have not reserved a second seat, you may be refused permission to board for safety reasons if your body mass does not allow you to sit in a single seat.
Personal Portable Oxygen Concentrators (PPOC)
You should contact EGYPTAIR sales office or our call center at least 48 hours in advance of your flight to let us know about your special medical requirements, and a Special Assistance Coordinator will confirm the availability of this request.
The customer must hold a Medical Information Form (MEDIF), filled and completed by his doctor. (Please be informed that the medical clearance form is available at EGYPTAIR sales office). The customer must be capable of hearing the portable oxygen and be able to take appropriate action in response to these warnings, or travel with a companion capable of doing so.
The PPOC must have a label attached indicating that it has been approved for use in the aircraft. (Please contact EGYPTAIR sales office or our call center for more details about the approved PPOC type). EGYPTAIR doesn't guarantee to provide electricity on board for the operation of the PPOC.
The customer is fully responsible for his PPOC and must have a sufficient number of fully charged batteries to cover no less than 1.5 times of the expected maximum flight duration which is based on the scheduled flight time and factors such as weather conditions, traffic delays and other conditions that may delay travel.
PPOC and their supplemental batteries are permitted in addition to the carry-on baggage allowance. The customer must place the extra batteries in the carry-on baggage and must pack it in a manner that protects them from damage.
The customers must ensure that their PPOC is free of oil, grease or other petroleum products and is in good conditions free from damage. Customers holding PPOC and holding connecting flight on another airline or travelling on code-share flight, customers must contact the operating carrier to obtain their approvals.
Continuous Positive Airway Pressure (CPAP)
You should contact EGYPTAIR sales office or our call center at least 48 hours in advance of your flight to let us know about your special medical requirements, and a Special Assistance Coordinator will confirm the availability of this request. The customer must hold a Medical Information Form (MEDIF), filled and completed by his doctor. (Please be informed that the medical clearance form is available at EGYPTAIR sales office).
For safety reasons, the CPAP machine needs to be switched off and stowed for taxi, take off, landing and during abnormal or emergency situations. The CPAP must have a label attached indicating that it has been approved for use in the aircraft. (Please contact EGYPTAIR sales office or our call center for more details about the approved CPAP type).
The customer must make sure that the CPAP is designed and certified for use in the aviation environment as the pressure changes and the CPAP might not operate efficiently during the flight.
EGYPTAIR doesn't guarantee to provide electricity on board for the operation of the CPAP. The customer is fully responsible for his CPAP and must have a sufficient number of fully charged batteries to cover no less than 1.5 times of the expected maximum flight duration which is based on the scheduled flight time and factors such as weather conditions, traffic delays and other conditions that may delay travel.
CPAP and their supplemental batteries are permitted in addition to the carry-on baggage allowance. The customer must place the extra batteries in the carry-on baggage and must pack it in a manner that protects them from damage. The customers must ensure that their CPAP is free of oil, grease or other petroleum products and is in good conditions free from damage.
Note: Customers holding CPAP and holding connecting flight on another airline or travelling on code-share flight, customers must contact the operating carrier to obtain their approvals.