Assistance and Available Services

Available Services

What do you need to know if you want to travel without a companion?

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    You may travel WITHOUT a companion, WITHOUT the intervention of the Medical Department of the company and WITHOUT the need to complete the MEDIF form, provided that you can:

    * Fasten your seat belt and put on the oxygen mask, and

    * Understand the crew’s safety instructions, and

    * Leave the aircraft on your own in case of emergency, and

    * Go through all the stages of the flight without displaying any disruptive behavior.

    If you do not meet any of these requirements, you will have to travel accompanied by a person –18 or older– capable of communicating with the crew, who must be in proper physical and psychological conditions to assist you during the flight and help you evacuate in case of an emergency.

     


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Do you need assistance?

  • General Information

    We have counters for priority attention and assistance in all of our airports.
    We need you to inform the kind of assistance you will need and whether you are traveling with a group at least 48 business hours before your flight so that we can be better prepared to provide you with the service.

     

  • Wheelchair Assistance

    If you need this service, you should book it at least 48 business hours before the departure of your flight and let us know your specific needs:

    * To cover long distances inside the airport? (You can go up and down stairs)

    * To go up or down ramps/stairs?

    * To get to your plane seat? In this case, you should bear in mind that you can only travel alone if you are able to move from the wheelchair to the seat by yourself; otherwise you will need to travel with a companion.

    What you need to know if you are travelling with your own wheelchair

    You may carry your manual or non-spillable-battery-powered wheelchair in the bay free of charge.

    Spillable-battery-powered wheelchairs will be checked as baggage without their batteries, which must be sent as cargo.

     

     

  • How to determine your battery type

    NON-SPILLABLE BATTERIES are those identified with the following words or acronyms:

    AGM                                   Gel Cell

    Absorbed Glass Mat              SLA

    Non Spillable Sealed             Lead Acid

    Dry Non                              Regulate

    Dry Cell                              VRLA

    Valve Regulated lead acid


    WET BATTERIES – SPILLABLE are those not labeled as “NON-SPILLABLE” (or any version thereof).
    They may only be carried as CARGO. To do so, please contact cargas@aerolineas.com.ar or our contact center, 0810-222-VOLAR (86527).


    LITHIUM-ION / LiFePO4 BATTERIES
    The battery may not exceed 300Wh. If 2 (two) batteries are required for the wheelchair to work, each one of them may not exceed 160Wh.

    Helpful tips:
    Remember to show up well in advance at the airport:
    For Domestic flights: 120 minutes before the departure of your flight.
    For Regional/International flights: 180 minutes before the departure of your flight.
    You must submit 3 (three) copies of the Wheelchair Handling Sworn Declaration.
    Download the Wheelchair Handling Sworn Declaration
    The battery/ies must be attached to the wheelchair and their electrical circuit must be inhibited (e.g. disable joystick control, remove ignition key, turn off on-button, unplug power outlet, etc.) and/or their connectors unplugged and terminals isolated, in order to avoid short circuits or any other incidental drive of the chair.
    If your lithium-battery-powered wheelchair is designed specifically to allow removal of the battery, please bear in mind that the check-in staff will ask you to remove the battery and it will be carried in the cabin.
    We recommend that you keep in your carry-on baggage all removable items that could get lost, such as cushions, footrests, pressure relief pads, among others.
    If you are connecting flights, do not forget to check the wheelchair handling conditions with the airline. It is also important that you request the assistance service according to your needs, because the wheelchair will be given back to you together with your baggage at your final destination.
     

     

     


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People with Disabilities

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    Bear in mind that you may travel WITHOUT a companion, WITHOUT the intervention of the Medical Department of the company and WITHOUT the need to complete the MEDIF form, provided that you can:

    * Fasten your seat belt and put on the oxygen mask, and

    * Understand the crew’s safety instructions, and

    * Leave the aircraft on your own in case of emergency, and

    * Go through all the stages of the flight without displaying any disruptive behavior.

    If you do not meet any of these requirements, you will have to travel accompanied by a legally able person –18 or older– capable of communicating with the crew, who must be in proper physical and psychological conditions to assist you during the flight and help you evacuate in case of an emergency.

    Service Dogs are considered able companions in the case of passengers with a visual or hearing impairment. The dog must wear a harness and you will be required to submit current healthcare documentation. It is important that you have previously checked the immigration requirements of your country of destination, which will be reviewed at the airport, at the time of check-in.

    We have priority assistance counters at all of our airports.

    We are currently working to improve our processes and ensure a good flight and on-ground experience. If you have any doubt or question, you may contact our Contact Center (0810-222-86527).
     

     


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People with Medical Conditions

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    Call our Contact Center (0810.222.86527) at least 10 business days and up to 72 business hours before the departure of your flight in the case of:

    - Acute illnesses.

    - Recent hospitalizations and/or surgeries (less than 30 days).

    - Transplantation

    - Ongoing oncological treatment

    - Decompensations or flare-ups of chronic conditions.

    - Use of Portable Oxygen Concentrators.

    - Immobilization.

    - High-risk pregnancies.

    • You will have to submit the Medif form, completed by your doctor in a neat and legible handwriting, to any of the Sales Points of Aerolíneas Argentinas, or send it via email to producto@aerolineas.com.ar.
    This document is subject to review by the Medical Department of the Aerolíneas Argentinas group and we might request additional information, if necessary. The MEDIF may only be submitted in Spanish or in English.

    You should then contact the Special Services Sector (Sector Servicios Especiales) at (5411) 2821-2531, Mondays through Fridays, from 9:00 AM to 9:00 PM, in order to confirm the receipt of the form and to receive any relevant instructions.
     

     


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Pregnant Women

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    • More Information

    You may travel with no restrictions until you are 34 weeks pregnant.

    From 34 up to (and including) 37 weeks of pregnancy, you will only need to submit a medical certificate from your obstetrician.

    Multiple pregnancy:

    From 28 up to (and including) 37 weeks of pregnancy, you will have to submit a medical certificate from your obstetrician.

    The medical certificate must be issued no more than 7 days before the departure of your flight and must include the following information:

    • Origin and destination of your trip.

    • Date of departure and arrival of your flights.

    • Weeks of pregnancy.

    • Express authorization to travel by plane.

    High-risk pregnancy:

    You will have to submit the medical form (MEDIF Attachment A and B) at least 10 business days and up to 72 business hours before the departure of your flight.
    Pregnant women are not allowed to fly as from week 38 of pregnancy in flights operated by Aerolíneas Argentinas/Austral.
    We do not recommend traveling with babies less than 7 days old.

     


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On-board Portable Oxygen Concentrator - POC

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    In Aerolíneas Argentinas/Austral, we accept the use of portable oxygen concentrators on board, which must be RTCA/DO-1600 21 category M Compliant to show that they have been modified to be used during the flight. If you do not have this certification, you will not be allowed to use it. Concentrators appearing in the FAA list are compliant with said certification. Please check the list at:

    • https://www.faa.gov/about/initiatives/cabin_safety/portable_oxygen/
    • AirSep FreeStyle
    • AirSep LifeStyle
    • AirSep Focus
    • AirSep Freestyle 5
    • (Caire) SeQual eQuinox / Oxywell (model 4000)
    • Delphi RS-00400 / Oxus RS-00400
    • DeVilbiss Healthcare iGo
    • Inogen One
    • Inogen One G2
    • Inogen One G3
    • Inova Labs LifeChoice Activox
    • International Biophysics LifeChoice / Inova Labs LifeChoice
    • Invacare XPO2 / XPO100
    • Invacare Solo 2
    • Oxylife Independence Oxygen Concentrator
    • Precision Medical EasyPulse
    • Respironics EverGo
    • Respironics SimplyGo
    • Sequal Eclipse
    • SeQual SAROS
    • VBox Trooper
    •  

    The largest size allowed is 50 cm long, 30 cm wide and 17 cm tall.

    If its size exceeds the permitted measurements, you will have to travel in Club Cóndor or Club Economy.

    Positive Airway Pressure Devices (CPAP/BPAP) and nebulizers:

    They may be used onboard provided that they use non-spillable lithium or lithium-ion batteries of 12V or less and of 100 Wh or less, without the need of any special check.

    Battery autonomy for the use of POC/CPAP/BPAP:

    You will have to bring the equipment with its batteries fully charged because you will not be able to plug it into the electrical system of the plane.

    For flights under 6 hours: You must have enough battery to cover 3 additional hours of the duration of the itinerary, including stop-overs and connections. For example, if your flight lasts 5 hours, you must have enough battery to power it for 3 extra hours, i.e. you will need enough battery to cover 8 hours at the time of boarding.

    For flights over 6 hours: The autonomy must be enough to power your device for 150 % of the scheduled duration of the itinerary, including stop-overs and connections. For example, if your flight lasts 6 hours and 30 minutes, 150 % of autonomy means enough battery to cover 9 hours and 45 minutes at the time of boarding.

    The required number of charged batteries will be calculated based on the life in hours estimated by the manufacturer.

    Extra batteries are considered hazardous items; therefore, the terminals on the batteries must be isolated to prevent them from coming into contact among them and/or with other metallic items that may cause a short circuit, make them unstable and/or generate heat.

    Spare batteries:

    You may take up to 20 spare batteries per passenger if their power does not exceed 100 Wh (lithium-ion) and they contain up to 2 grams of lithium.

    You may only take up to 2 spare batteries per passenger if their power falls between 100 Wh and 160 Wh (lithium-ion) or they contain between 2 and 8 grams of lithium.

    Batteries with a power exceeding 160 Wh or containing more than 8 grams of lithium may not be carried.

    For more information on the number of flight hours and battery autonomy, please contact Special Services at (011) 4909 2511/2512, Mondays through Fridays, from 9 AM to 9 PM.

    Procedure for the use of POC (Positive Airway Pressure Devices) onboard

    RESERVATION: contact our Contact Center (0810.222.86527) at least 10 days and up to 72 business hours before the departure of your flight.

    DOCUMENTATION: submit the Medif form (Attachment A and B), completed in print writing, to any of the Sales Points of Aerolíneas Argentinas, or send it via email to producto@aerolineas.com.ar.

    This document is subject to the analysis of Aerolíneas Argentinas group’s Medical Department, and we may request additional information, if necessary. The MEDIF form may be submitted only in Spanish or English.

    Then contact the Special Services Sector (Sector Servicios Especiales) at 2821-2531, Monday through Friday from 9 AM to 9 PM, in order to confirm the receipt of the form. We will then email you a sworn statement for the use of the Oxygen Concentrator that you must sign and submit on the day of the flight at the departure airport.

    • AIRPORT: submit the medical form (MEDIF) completed by your doctor (original form and two copies). Please bear in mind show up times: for Domestic flights, 120 minutes before the departure of your flight; and for Regional/International flights, 180 minutes before the departure of your flight.

    CHECK IN: you will have to check in at the priority assistance counter.

    CARRY-ON BAGGAGE: POC and Positive Airway Pressure Devices are considered carry-on baggage. The location of the equipment will vary depending on its size. If its size is similar to the size of a small handbag, then it may remain next to the passenger during the whole flight. If it is bigger, it must be placed under the seat in front of the passenger.

    If you use any of these devices, you should take into account that:

    • If you have connecting flights with other companies, you must check their policies on this regard.

    • In the case of cabin depressurization, you must use the oxygen mask that deploys over your seat.

    • You may use your Device while walking through the cabin, provided that the seatbelt sign is off.

    • If you need oxygen at the airports, or in any of the stages previous to, during or after the flight, we suggest you coordinate the procedures and the provision of the service with local providers, medical coverage or assistance, insurance or health services.

    • Carry the medical equipment’s user manuals in your carry-on baggage. You should be familiar with all usual adjustments.

    • For safety reasons, passengers using POC cannot be seated in an exit row or in the first row of seats.

    • Passengers travelling with POC cannot travel with pets in the cabin.
     

     


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Special Meals

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    Passengers that follow a certain diet (for medical, religious or cultural reasons) may request Aerolíneas Argentinas for an alternative meal. There are also special menus for babies and children under 12 years old.

    These special meal offerings are fully available in international flights. Gluten-free menus for people with celiac disease are currently available in regional and domestic flights.

    Special meals must be requested when booking your flight, either by contacting our Call Center or going to one of our sales points, at least 72 hours before the departure of your flight, bearing in mind the destinations and classes with available special meal options.

    Special meal availability by Flight/Class/Destination

    Type of meal

    Fruit based meal

    Low fat & low cholesterol meal

    Low calorie meal

    Bland meal

    Low sodium meal

    Muslim meal

    Hindu meal

    Kosher meal

    Vegetarian (lacto-ovo) meal

    Baby meal

    Diabetics’ meal

    Child meal

    Gluten-free meal

    Lactose-free meal

    Asian vegetarian meal

    Vegetarian lactose-free meal

    Nuts

    We offer nut-based snacks for Economy class in domestic flights.

    In international flights, we serve a starter containing nuts for Club Cóndor class, and nuts may decorate desserts in both cabins.

    We recommend that our clients take all necessary medical precautions if they have any history of allergies to such products.

    For more information, please contact Aerolíneas Argentinas branches, social media, webpage or our Call Center, 0810 222 VOLAR (86527).

     


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Oxygen provided by the Company

  • Service available until December 31, 2018

    IMPORTANT:
    Oxygen services provided by the Company will be available until December 31, 2018 subject to availability and as detailed below:

    For tickets issued up to and including November 30, requests for this service will be received regardless of the date of the flight.
    For tickets issued from December 1 up to and including December 31, the service will be delivered only during this period.

    When requesting supplementary oxygen, you should bear in mind that: 

    • Confirmation of this service is subject to availability on the booked flight.

    • You must travel accompanied by an 18 years old or older person with legal capacity.

    • If you are connecting with other companies’ flights, you must check their policies.

    • Onboard oxygen may only be provided at a continuous flow rate of 2 liters per minute. Pulse dose oxygen machines are not available.

    • Oxygen is provided with standard oxygen masks with reservoir, and nasal prongs or cannulas cannot be fitted.

    • The service is provided with the company’s equipment. If you travel with portable oxygen bags, bear in mind that they must be empty to be carried onboard. You should plan to replace the oxygen tanks of your bag at your place of destination, since the airline does not provide oxygen on ground, at the airports or in any of the stages previous to, during or after the flight.

    • We do not carry oxygen dependent persons.

    • Liquid oxygen is considered a hazardous good; therefore it cannot be carried or used onboard.

    How to request onboard supplementary oxygen

    • BOOKING: Contact our Contact Center (0810.222.86527) at least 10 days and up to 72 business hours before the departure of your flight.
    • DOCUMENTATION: Submit the Medif form (Annex A and B), completed in a neat and legible handwriting, in Spanish or English only, to any of the Sales Points of Aerolíneas Argentinas, or send it via e-mail to producto@aerolineas.com.ar.
    This document is subject to review by the Medical Department of the Aerolíneas Argentinas Group, and we might request additional information if necessary. The MEDIF may only be submitted in Spanish or in English.
    You should then contact the Special Services Sector (Sector Servicios Especiales) at (5411) 2821-2531, Mondays through Fridays, from 9:00 AM to 9:00 PM, in order to confirm the receipt of the form.

    • AIRPORT: Submit the medical form (MEDIF) completed by your treating doctor (original form and two copies). Please bear in mind show up times: for Domestic flights, 120 minutes before the departure of your flight; and for Regional/International flights, 180 minutes before the departure of your flight.
    • CHECK IN: you will have to check in at the priority assistance counter.
    Note: for flights operated with Embraer 190 equipment, oxygen may only be provided in economy class.

     


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