Special Assistance Passengers

Passengers with physical disabilities, injuries, or who are pregnant, etc. can receive extra support at the airport and inside the aircraft.

Passengers requiring special assistance are asked to call our Contact Center in advance. Passengers requiring special assistance should arrive at the check-in counter 2 hours prior to departure.

Special Assistance and Accommodation Requests If you would like to request any support with a wheelchair, stowage of an assistive device, seating accommodation, and/or escort for vision assistance, please send the following information to contact.en@zipair.net and an agent will be in contact with you shortly to process the request.

- Reservation Number - Passenger Name (full name for all passengers in the reservation) - Preferred Method of Contact (Email/Phone) - Additional Details (i.e. wheelchair dimensions: height x width x depth, weight, collapsible or not)

Passengers who use wheelchairs are asked to confirm the following details with our contact center in advance.
Presence of an Aide or Service Dog
Our ground staff and cabin crew cannot assist passengers with personal care needs (assistance with eating, going to the lavatory, etc.) Passengers who have difficulties caring for themselves must be seated next to an aide or other individual who can provide care. Please select your seats in advance to allow this.
For those passengers who needs service dog please check For those passengers who needs service dog.
Difficulties in Walking
Please inform us if any of the following apply
You are able to walk but have difficulties climbing or descending stairs
You are able to walk but are unable to climb or descend stairs
You cannot walk (you require a wheelchair on board the aircraft)
Information about your Own Wheelchair
Passengers who intend to bring their own wheelchair are asked to inform us of the following.
The type of wheelchair (electric or manual)
If electric, whether the battery can be removed
If electric, what type of battery is used
If the wheelchair can be folded
The wheelchair’s size (height, width, depth, weight)
Prior Selection of Seats
We recommend passengers who intend to use wheelchair select their seats in advance. However, please understand that this service requires an extra fee.
Passengers who have difficulties caring for themselves must select a seat next to an aide or other individual who can provide care.
Passengers with hearing impairments are asked to confirm the following details with our contact center in advance.
If you need to use the communication board to communicate with, please contact the crew.
Presence of an Aide or Service Dog
Our ground staff and cabin crew cannot assist passengers with personal care needs (assistance with eating, going to the lavatory, etc.) Passengers who have difficulties caring for themselves must be seated next to an aide or other individual who can provide care. Please select your seats in advance to allow this.
For those passengers who needs listening dog please check For those passengers who needs service dog.
Passengers with vision impairments are asked to confirm the following details with our contact center in advance.
Presence of an Aide or Service Dog
Our ground staff and cabin crew cannot assist passengers with personal care needs (assistance with eating, going to the lavatory, etc.) Passengers who have difficulties caring for themselves must be seated next to an aide or other individual who can provide care. Please select your seats in advance to allow this.
For those passengers who needs guide dog please check For those passengers who needs service dog.
Passengers with intellectual or developmental disabilities are asked to confirm the following details with our contact center in advance.
Presence of an Aide
Our ground staff and cabin crew cannot assist passengers with personal care needs (assistance with eating, going to the lavatory, etc.) Passengers who have difficulties caring for themselves must be seated next to an aide or other individual who can provide care. Please select your seats in advance to allow this.
If you are sick or injured or if you bring medical equipment on board or if there is a possibility of a sudden change in your physical condition during the flight then please inform the following information to contact center in advance.
(e.g.) I have an epileptic seizure.
Presence of an Aide
Our ground staff and cabin crew cannot assist passengers with personal care needs (assistance with eating, going to the lavatory, etc.) Passengers who have difficulties caring for themselves must be seated next to an aide or other individual who can provide care. Please select your seats in advance to allow this.
Submission of a Medical Information Form
Please submit a Medical Information Form (questionnaire) to inquire about the condition of illness or injury and the type of medical device.Please submit this check sheet to the contact center by e-mail (at least 48 hours before boarding) in advance and bring it with you on the day of boarding.Please prepare the medical certificate within 14 days including the boarding date.
MEDICAL INFORMATION FORM
Medical certification
File size: 504KB
Detailed information on medical equipment (CPAP) for sleep apnea syndrome (SAS) (only for those who bring it in)
Please inform to the contact center about manufacturer/product name/model number/battery information because it is necessary to check the availability of the in-flight carry-on/use. We would appreciate it if you could let us inform before your departure.
* Please be aware that ZIPAIR does not allow oxygen cylinders and stretchers to be carried onboard.
* Our contact center will attempt to confirm whether you will be able to board but cannot make firm guarantees. Our ground staff at the airport will make final decisions regarding boarding.
Pregnant passengers are asked to confirm the following details with our contact center in advance.
Planned delivery day
If it is within 28 days including the due date, you need to submit a Medical Information Form (questionnaire).If the scheduled date is not clear, those who are pregnant with twins or more or who have experienced premature birth must submit it even if it does not fall within 28 days, including the due date.Please submit this check sheet to the contact center by email 48 hours before boarding and bring it with you on the day of boarding.Please prepare the medical certificate within 14 days including the boarding date.
MEDICAL INFORMATION FORM
Medical certification
File size: 504KB
Assistance dogs for people with disabilities (guide dogs, service dogs, hearing dogs) are allowed in the cabin free of charge.Please be sure to inform us when making your reservation.As they are subject to animal quarantine, please contact the consulate of the country you are visiting and the animal quarantine station of the country of departure for the requirements and documents required for entry.
For flights departing from or to the US and Canda, service dogs (psychiatric service dogs, alert dogs, etc.) other than assistance dogs (guide dogs, service dogs, hearing dogs) are allowed inside the cabin for people with disabilities who meet certain conditions.Passengers who wish to use this services are required to submit the documents.Please contact us atlease before 48 hours of departure.
There will be new requirements for dogs entering the U.S. after August 1, 2024. For more information, please see CDC website. In the case of an external site,it may or may not meet accessibility guidelines.
For routes to/from the U.S.
US DOT Form
File size: 369KB
If the flight time is longer then 8 hours, it is necessary to present the following documents(toilet training certificate).
US DOT Form
(Only for flights over 8 hours)
File size: 189KB
For routes to/from Canada
SERVICE DOG CONSENT FORM
File size: 54KB
*Service dogs have to be trained to help those passengers who need assistance. And also when you are at the airport or in flight please hold your dogs with responsibility. On the day of your departure we will check the service dog's behavior. If it may interfering safety operation we may not let you bring your service dog in flight.

Inquiries

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Inquiries via Online Chat or Email

Please contact Frequently Asked Questions.

Inquiries via Phone

From outsides the U.S.:+1 6468288233 From the U.S.: 1-888-820-6002 (Toll Free)

ZIPAIR allows for phone-based inquiries from passengers requiring special assistance or passengers with children. Other passengers are asked to use our chat or email based services. Charges applied to the phone call will be borne by caller. Customers in the U.S. who have a hearing or speech impairment and who use a text telephone (TTY) can call via the National Relay Service by dialing 711. The relay operator at the National Relay Service will assist customers by contacting ZIPAIR. For more information about the Nationality Relay Service, please see website of National Relay Service.

Special Assistance Passengers

Passengers using Wheelchairs

Passengers with Hearing Impairments

Passengers with Vision Impairments

Passengers with Intellectual/Developmental Disabilities

Customers who needs medical attention (sickness/injury/carrying medical equipment)

Pregnant passengers

For those passengers who needs service dog

Use of Two Seats (any customer who cannot comfortably fit within one seat with the armrests in the down position)

Inquiries

Inquiries via Online Chat or Email

Inquiries via Phone