Read more about special assistance at Aero

Any guest requiring special assistance while embarking, disembarking or onboard the aircraft will need to seek prior arrangement with Aero at time the of booking. If Aero is not provided with such notice in advance, Aero will nevertheless use reasonable efforts to accommodate a guest's special needs. Guests will not be denied carriage on the basis of any special assistance requirement that has been agreed upon with Aero in advance.

Mobility and assistive devices that cannot be carried in the cabin due to space limitations will be considered checked baggage in addition to the included baggage allowance, without charge, provided the guest is dependent upon such items. Mobility aids are assigned the highest boarding priority and every reasonable effort will be made to transport guests and their mobility aids on the same flight. There may be times, however, when space, weight and safe stowage constraints may limit the number of devices that may physically and safely fit onto a particular aircraft. For example, most non-collapsible mobility aids powered by dry and wet cell batteries are too large to fit onboard the aircraft. When this happens, we will coordinate with the guest and endeavour to offer the best solution available.
 
Although the small size of many of our aircraft may limit some of our flexibility (e.g. the inability to fit non-collapsible electric wheelchairs on the aircraft), we will accommodate our guest’s special needs to the greatest extent possible, with dignity and respect.


For safety reasons, on Aero flights we require an able bodied person aged 16 and over to accompany a reduced mobility guest who is not self-reliant.


Self-reliant requirements

Each guest must be self reliant by reference to all of the categories below. If not, then he/she must travel with an able bodied accompanying adult aged 16 and over who is capable of providing the assistance required. Otherwise, the guest will be denied boarding.


  • Guests must be able to fasten and unfasten their seatbelt when instructed to do so by crew
  • Guests must be able to retrieve and fit a lifejacket unaided when instructed to do so by crew
  • Guests must be able to don an oxygen mask unaided when instructed to do so by crew
  • Guests must be able to understand the safety briefing and any advice and instructions given by the crew in an emergency situation

Additional requirements

We also require guests who need assistance in any of the following areas to travel with a safety assistant. Failure to do so will lead to denial of boarding if we reasonably believe that the guests’ carriage may pose a risk to safety.


  • Feeding (guests must be able to feed themselves unaided)
  • Toileting (guests must be able to use to the toilet facilities unaided)
  • Medicating (guests must be capable of administering their own medicines and medical procedures)
  • Where a reduced mobility guest is travelling with an accompanying adult, we will do our best to ensure the accompanying guest is seated next to them 

Important information


  • Each safety assistant cannot assist more than one reduced mobility guest and must purchase the prevailing adult fare.
  • In order for an airport to provide pre-booked special assistance, guests must present at the airport at least 1 hour before their flight departure.
 
Please see below a series of questions related to traveling with special assistance. 

 

How can I contact the Aero team about special assistance? 

If you need special assistance while embarking, disembarking, or onboard the aircraft, please let us know at the time of booking. 

 

For any inquiries related to special assistance, please contact our Concierge at +44 7401 292376 or email us at concierge@aero.com.

 

If we are not provided with such notice in advance, we will nevertheless use reasonable efforts to accommodate your special needs. Guests will not be denied carriage on the basis of any special assistance requirement that has been agreed with Aero in advance.

 


What seating options does Aero offer?

On our ERJ-135 jets, we offer a 16-seat, 1-and-1 configuration; in other words, every seat is both a window and an aisle seat. All seats have ample leg room, and all seats recline. Our seats are large-first class club seats, none of which have armrests that move. While our jets do not have overhead bins, there is space underneath the seat in front of you (save the bulkhead row) to stow your personal item. 

 

Should you require special assistance, please reach out to our Concierge team and they can ensure you are seated in the best seat for your needs.

 

Please note: pets, minors, anyone carrying a lap infant, pregnant women, or others who might require special assistance will not be permitted to sit in the Emergency Exit row. 

 

On our Legacy 600 jets, we offer 13 seats, in a business jet configuration that includes two pairs of facing club seats in the front of the jet, four seats around a table in the center of the jet, and one pair of facing club seats adjacent to a sofa, which seats three.

 

Can I bring a wheelchair on board? 

Although the small size of many of our aircraft may limit some of our flexibility (e.g. the inability to fit non-collapsible electric wheelchairs on the aircraft), we will accommodate our guests’ special needs to the greatest extent possible.

 

Guests can bring their wheelchair, but will have to walk up the stairs and get to their seat either on their own or with assistance, which cannot be provided by Aero. Wheelchairs must be stowed in the luggage compartment. 

 

Motorised wheelchairs may also be carried, but guests must provide us with the specification of the battery in advance of the flight. It may be possible that the battery will need to be removed and carried in the cabin.


Please see our Conditions of Carriage for additional information. 

 

Is there an extra charge if I need to bring medical equipment with me on the flight? 

No, any mobility and assistive devices that cannot be carried in the cabin due to space limitations will be considered checked baggage in addition to the included baggage allowance, without charge, provided you are dependent upon such items. Although the small size of many of our aircraft may limit some of our flexibility (e.g. the inability to fit non-collapsible electric wheelchairs on the aircraft), we will accommodate our guests’ special needs to the greatest extent possible.

 

What is your policy on carrying oxygen or any other breathing apparatus on board? 

Aero’s jets will carry emergency oxygen onboard and also carry therapeutic oxygen for emergency medical assistance. There will be no additional charge for this service. 

 

Can I bring aboard a service or support animal? 

​​We welcome trained dogs as service animals (free of charge). The service animal will sit on the floor between the legs of the guest and be able to perform its duties at the seat location. They must remain on the floor throughout the flight and must never be in or blocking the aisle. Emotional support animals do not qualify as assistance dogs or service animals.

 

Guests can book a service animal on the Aero website or by contacting concierge@aero.com

 

Can I fly if I'm pregnant?

Please consult with your physician prior to flying. For the safety of our guests, we are unable to fly expectant mothers after and including week 32 of pregnancy. In addition, expectant mothers in weeks 28-31 of pregnancy must provide a letter at check-in from their doctor verifying that they are physically fit for air travel at this time.

 

How can I share feedback about my experience?

Should you wish to share feedback about your experience with Aero or if you had a problem or issue that needs further attention from our team, please contact the Concierge by emailing concierge@aero.com. Please include in your email your confirmation code, date of your flight, and route so we can address your concern as quickly as possible.