Assistance at the airport & on board
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Registration of assistance service at the airport
At Marabu Airlines, we want your journey to be as smooth and comfortable as possible. To help us prepare the support you need, we recommend pre-booking any complimentary assistance or services as early as you can—and no later than 48 hours before your flight.
If you arrange special assistance for your outbound journey, we’ll automatically book it for your return as well, as long as you're flying with Marabu both ways.
On the day of travel, please arrive at the airport at least two hours before your flight to allow plenty of time to reach your departure gate and enjoy priority boarding.
To arrange your assistance service:
- Choose the type of support that suits you best. You’ll find details about the available assistance options further down on this page.
- Submit your request using our online form.
- Receive confirmation. Once everything is arranged, we’ll send you written confirmation to let you know your assistance is booked.
If you would like to request additional assistance or services—such as transportation of your personal mobility aid or medical equipment—please download the registration form, select the required services, and submit it via email to [email protected].
Assistance Services You Can Pre-Book
We’re here to support you every step of the way. If you have reduced mobility, you can pre-book one of the following assistance services—free of charge. Each option is designed to meet different needs, so you can choose the one that suits you best:
Wheelchair assistance to/from the departure gate (WCHR)
- For passengers who can walk short distances and use stairs but need a wheelchair to get through the airport
Wheelchair assistance to/from the aircraft door (WCHS)
- For passengers who can walk short distances but cannot use stairs. Includes wheelchair support and assistance boarding via lift or ramp.
Wheelchair assistance to/from the aircraft seat (WCHC)
- For passengers who cannot walk at all. Includes full support from check-in to your seat on board and after landing.
To help us prepare, please pre-book your assistance at least 48 hours before your flight.
Passengers with Other Physical Disabilities
If you have a physical disability such as visual, hearing, or speech impairment and need support getting to the departure gate or boarding the aircraft, you can pre-book a special assistance service tailored to your needs:
Assistance for passengers with impaired hearing
- Book this service if you may have difficulty hearing or understanding airport announcements or instructions from our crew.
Assistance for passengers with impaired vision
- Book this service if you may have trouble reading airport signs, following instructions on board, or navigating to your gate independently.
Assistance for passengers with impaired speech
- Book this service if you may find it difficult to communicate verbally with airport staff or cabin crew.
Please let us know your needs when booking so we can provide the right support for your journey.
Passengers with Non-Physical Disabilities
If you have a non-physical disability—such as Autism, Asperger’s, or a cognitive condition—and need support getting to the departure gate or boarding the aircraft, you can pre-book assistance tailored to your needs.
If you’re travelling alone, you must be able to understand and follow safety instructions from the crew. If this isn’t possible, we kindly ask that you travel with a carer or companion who can support you throughout the journey.
Carriage of Passengers with Reduced Mobility
For safety reasons, the number of passengers with reduced mobility is limited to one passenger with reduced mobility per able-bodied passenger carried. As an example, on a fully booked Airbus A320 with a seating capacity of 180, up to 90 passengers with reduced mobility may be accepted.
Self-Reliant Passengers and Travelling Companions
In accordance with IATA regulations, you need to carefully assess your own capabilities before travelling. You may not be able to board if there is a risk to your own safety or to the safety of other customers on board.
As Marabu Airlines does not provide onboard wheelchairs, you need to be able to independently manage your own physical needs during the flight. This means you must be able to:
- Consume food and drink without assistance.
- Move independently within your seat area (please note: no onboard wheelchairs are available).
- Communicate with and understand instructions provided by the cabin crew.
- Fasten and unfasten your seatbelt.
- Use the oxygen mask without assistance.
- Fit a life jacket.
- Administer your own medication.
If you are unable to perform any of these tasks, you need to travel with a carer or companion who can assist you. Marabu Airlines will ensure that you and your carer/companion are seated together.
Your carer/companion must purchase a ticket at the same time as you book your own, to guarantee seat availability. If you require more than one companion to support your needs, you need to contact our service center team in advance so that the necessary arrangements can be made.
Seat Allocation
Make your journey as comfortable as possible by choosing a seat that suits your needs. Seats next to companions can be reserved when available. Please note that exit row seats cannot be selected for safety reasons.
You can reserve your seat for free through our Service Center.
Payment options
