Mobility, Medical Equipment and Special Services

We want everyone to enjoy their travels and are determined to do our best to make that happen. The entire OWG team is dedicated to assist you should you require mobility or medical assistance.

Notice of Special Needs

Please contact us at least 72 hours prior to departure at service@owg.com to let us know about any special assistance you may require.

You also have the option to request one of our customer service agents to make the booking for you, and they can make notes about your mobility or medical needs directly on your booking.

Personal Wheelchairs or Mobility Devices

Every traveler, regardless of the type of fare they have purchased, may check in one manual or electric wheelchair or mobility aid. This item is checked in free of charge.

This includes the following:

• Electric wheelchairs
• Scooters (size restriction may apply,
• Manually operated wheelchairs
• Walkers, canes and crutches
• Splints
• Any device that assists in communication
• Any prosthesis or medical device

Travelers utilizing motorized wheelchairs must check with OWG if the batteries meet the Transportation of Dangerous Goods regulations.

We require that you notify one of our customer service agents ahead of time, to verify if we can accommodate your device. Size and weight will be restricted, please contact service@owg.com to confirm compliance. 

Battery Powered Wheelchairs and Mobility Aids

Airport Wheelchairs

If you require a wheelchair, we are happy to oblige. Simply advise us by contacting the OWG customer service team by email at service@owg.com, at least 72 hours before your scheduled departure time.

OWG offers the following services at our airport locations:

• A manual wheelchair to get around the airport.
• An aisle wheelchair for easier transfer on board the aircraft.
• An escort to the departure gate that will keep an eye on the traveler periodically.
• A complimentary pre-boarding service for disabled persons (given that they arrive prior to the scheduled boarding time).

Visual or Hearing Impaired

Our team is dedicated to giving every traveler a great flying experience. We ask that you advise us if you are a visually, or audibly impaired person as early as possible. This way we can provide measures to accommodate you and make your flight as safe and enjoyable as possible.

Traveling with Oxygen or Other Medical Devices

Personal Oxygen Concentrators

Travelers may carry their personal oxygen concentrator on board, if approved. The following conditions must be met to obtain approval:

1. The traveler is required to advise OWG that they will need to use a personal oxygen concentrator during the flight at least 48 hours before the scheduled departure time.
2. The traveler needs to get medically cleared to travel by a medical professional so that OWG can determine if a safe oxygenation rate can be maintained during the flight. The clearance will have to be presented at the Check-in counter.
3. The personal oxygen concentrator type has to be one that is approved by OWG.
4. The personal oxygen concentrator must be clean and free of oil and/or grease.
5. The traveler is required to bring spare batteries in their carry-on baggage as they will not be permitted to be transported in the checked baggage.
6. The traveler must carry enough extra batteries to be able to use their personal oxygen concentrator throughout their entire itinerary. This includes connection time and check-in time. Also, please add a few hours of buffer in case of unforeseen circumstances. Please note that there is no way to recharge batteries during connection.
7. The traveler must ensure that the batteries are packed away from metal objects (e.g. keys or coins) and that they are packaged to protect them from any physical damage or short circuiting.
8. In addition to the carry-on baggage allowance, personal oxygen concentrators, as well as the extra batteries needed are accepted at no extra charge.
9. Travelers who require a personal oxygen concentrator must check in in person as they will not be permitted to do so online.
10. Liquid oxygen is forbidden on board the aircraft.