How we can help to make your journey easier
If you have any disability, medical need or if you have difficulty moving around you’ll find the information you need for a smooth journey here.
 
To take full advantage of the free assistance that is available, you need to pre-book no less than 48 hours before your departure. If you advise us within 48 hours we will do our best to arrange assistance where possible.
 
If you are within 14 days of your departure date, please call our Customer Contact Centre on +91-9911788187 (check with your service provider for any additional charges) to add your assistance.
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At the Airport
Airport assistance
Airport operators have a responsibility to assist anyone with a disability or mobility difficulties during their time at the airport. This includes intellectual disability or impairment, age or any other cause of disability. The airports will signpost designated points for customers with reduced mobility.

Airport layout
To help plan your journey, we recommend visiting the airport website to find out information about airport layout and walking distances for each terminal. This may help determine the level of assistance you require.

Requesting assistance
If you or any member of your party require special assistance at the airport, this can be requested online at least 48 hours before departure.

We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements. We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience. If you don’t tell us then we won’t compensate you.

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On Board
Seat selection
On HolidaysAt, we aim to provide seats suitable for your requirements. Seats can be booked in two ways:

Customers can discuss their requirements with our special assistance team who will reserve a seat that we consider is appropriate.

Any customers with reduced mobility will not be able to sit in an exit-row seat. If you’ve selected these via Manage My Booking, you will be re-allocated seats either at check-in or on-board the aircraft.


Type of assistance available on board an aircraft
The assistance Airlines can provide to disabled customers and customers with reduced mobility, includes the following:

Assistance moving to and from seats on the aircraft
Providing use of the on-board wheelchair on all flights operated – there is no requirement to pre-book the wheelchair

Helping a customer to and from the on-board lavatory providing this does not involve lifting or carrying the customer Assisting a customer with their hand luggage on board the aircraft


Requesting assistance
If you or any member of your party require special assistance, please contact us at least 48 hours before departure : +91-9911788187. Our opening hours are Monday to Saturday from 08:00 – 20:00.

We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements.

We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience. If you don’t tell us then we won’t compensate you.


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Your Accommodation
Your accommodation & room requirements
If you, or anyone on your booking require specific accommodation arrangements or have any other overseas requirements relating to a disability, we would ask that this is processed over the phone via your booking agent. We always recommend you discuss your specific requirements with our team before making a booking.

Adapted Rooms, or walk in showers can only be requested after a booking is confirmed. If someone on your booking would like to arrange these then the Special Assistance department should be contacted.


Your transfer arrangements
If you’ve booked or are considering booking a resort transfer between the airport and your accommodation as part of your holiday arrangements with us, you’ll need to contact us so we can help.

Our suppliers will try to accommodate all customers and their equipment/luggage on transfer coaches, but there are restrictions due to the type, space and accessibility of vehicles that are available in other countries. This means alternative transfer arrangements may have to be organised.

For example, If you’re taking an electric wheelchair or scooter, we recommend you book a taxi transfer to your hotel as in most destinations you can’t take this equipment on coaches. We can also arrange a taxi transfer for you if you are not able to climb the steps on the coach. Please contact us for prices of taxi transfers and we’ll help you with any reservations you need to make. In some destinations taxis may not be adapted to accommodate wheelchairs, please ask us for more details when you call.


Requesting assistance
If you or any member of your party require special assistance, please contact our team at least 48 hours before departure using the following details:

Call us on: +91-9911788187. Our opening hours are Monday to Saturday from 08:00 – 20:00.

We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements.

We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience. If you don’t tell us then we won’t compensate you.


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Medication
Medication
Customers carrying syringes and/or needles must carry a doctor's note or a repeat prescription as confirmation of medical requirement. Please read the following important advice about travelling with medication.

We recommend that you carry enough medical supplies to cover use in-flight, plus sufficient for 2-3 days use upon arrival. The remainder should be packed in the hold, (the temperature of which is maintained between 4 and 5 degrees centigrade).

Have a letter from your GP confirming the name and type of medication being carried, with prescribed doses. The letter should state what the medication is for and any other medical items required. For example, syringes or EpiPens, that might otherwise be questioned by local security or customs.

The medication should be in its original packaging, clearly pharmaceutically labelled identifying it as prescribed and belonging to you

It is advisable to obtain a repeat prescription from your GP and take this with you when you travel abroad so that medication can be replaced in event of loss, damage or having insufficient supplies

Please be aware that some medication may contain ingredients that are considered illegal in other countries. We recommend that you check with the Embassy of the country you’re going to. It’s your responsibility to ensure medication is not prohibited in your final destination.

If a customer on the booking is carrying a controlled substance then that customer’s Doctor will need to complete a Controlled Substances Form which must be taken to the airport.


Needles and syringes
The carriage of needles and syringes is permitted on-board for the treatment or control of medical conditions. However, you must also carry supporting documentation in the form of either:

A letter from your GP confirming the type of medication and what it is for. Or, If you do not have a GP's letter, the medication must have a printed pharmaceutical label identifying it as prescribed and belonging to you

A "sharps" box to dispose of needles safely and hygienically is available on-board - please ask the crew.


Keeping medication cold
There’s no facility to store medication on board Airlines flights for keeping medication cold, (for example, insulin used for diabetes). However, you may bring a cool bag with you, but you won’t be able to use liquid based ice/freezer blocks (or similar) due to security restrictions.

Liquid medication in hand luggage
The amount of liquid medication you’re allowed to take in your hand luggage is subject to current security advice. Please visit the Department for Transport website for the latest information.

In the event a doctor’s note is required, this should be dated within three months of the date of travel and fitness to fly certificates should be dated within seven days of the date of travel.


Requesting assistance
If you or any member of your party require special assistance, please contact us at least 48 hours before departure Call us on: +91-9911788187. Our opening hours are Monday to Saturday from 08:00 – 20:00.

We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements. We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience. If you don’t tell us then we won’t compensate you.


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Feedback.
Complaints & Compliments
If you have a complaint or would like to share your experience with us please contact us via any of the channels listed below:

If you are yet to travel and would like to discuss your booking, please contact our Online Chat Team.

If you need to contact us about a flight or holiday you have returned from, please submit your complaint via email :- sachin@holidaysat.com or letter) or phone us on 011-29554826

Alternatively, you can write to us at:
Customer Relations Department,
HolidaysAt,
198 Cariappa Marg Sainik Farms,
Near M.B.Road New Delhi -110062