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Special Assistance

※ Applicable to China Airlines/Mandarin Airlines international flights only. For code-shared flights, please refer to the rules of the operating carrier.
Airport Assistance

Airport Assistance

Most airports we fly in and out of are equipped with a Flight Information System. Our airport staff will inform passengers through broadcasts about boarding information and flight irregularities. We recommend that passengers who are disabled or have hearing/visual problems relay their special needs directly to our employees at each point of contact throughout the airport.


Most airports we fly in and out of are equipped with jet-bridges and passenger assist lift (PAL) in order to assist disabled passengers with boarding and deplaning.


Priority Arrangement of Seats Before Departure

In order to provide you with maximum comfort, we will arrange for passengers with disabilities to have aisle seats that are easy to access or seats that are equipped with movable armrests.


※ The seating configuration may differ across aircraft types. Please go to the Cabin Guide and view each type of aircraft's Seating Plan for details.

In-Fight Assistance

In-Fight Assistance

  1. All aircraft types are equipped with onboard wheelchairs in order to facilitate disabled passengers' movements between the seats and toilet. 
  2. Flight attendants will offer assistance to passengers with disabilities in getting to/from seats during boarding and/or disembarkation; taking or placing carry-on baggage or other assistive devices; and getting to/from the toilet during the flight.

    Flight attendants are not permitted to provide feeding assistance, assistance within the lavatory or assistance at seat with defecation and/or urination functions, and medical services. If your medical condition requires that others provide you with these types of care, we recommend that you arrange for a nurse to accompany you

Equipped Toilet for Disabilities

All our aircrafts are equipped toilets for passengers with disabilities, which have installed service bells, handrails, and no-skid floors inside. Some aircrafts have extended 60 inch toilets, or have installed curtains in order to assist disabled passengers. Please go to the Cabin Guide and view each type of aircraft's Seating Plan for details.

Special Meals

We offer pre-ordering special meals for guests with religious or health dietary requirement; we also provide special meals for vegetarian, infant and small children. Please select a meal from China Airlines Special Meal listing 24 hours before flight departure and feel free to contact China Airlines local reservation office, we will do our best to make arrangement for you.

For food intolerances and special medical dietary needs, in order to ensure a safe dining experience, special meal offerings may vary depending upon regional catering availabilities.

Wheelchair Booking and Consignment Services

In order to ensure that our service can satisfy your actual condition, our staff may ask you some questions. (For example: Can you move on your own without any assistance? How far can you walk? Can you climb up or walk down the stairs without any assistance?)

  1. Passengers who have booked a wheelchair can contact our staff to get the wheelchair when they arrive at the airport. Passengers can also use their own wheelchairs to get to the boarding gate. 
  2. Passengers who use electronic wheelchairs should consign the electronic wheelchairs when checking in at the airport. 
  3. Our company provides general wheelchairs for boarding. We provide the same service at the transit and arrival destination. Our company will provide free wheelchair consignment service to passengers who bring their own wheelchairs, regardless of whether they are manual or electronic wheelchairs. Since the domestic and international airport facilities and statute of limitations are different, if your wheelchair is unable to be delivered to the boarding gate from the apron by the time of arrival, we will deliver it to the baggage claim area as a priority. We will also have the wheelchair prepared after you arrive at the terminal and subsequently accompany you to the baggage claim area and assist you to get your checked wheelchair and baggage.

Wheelchair Batteries

The batteries for your wheelchair or mobility device must pass the tests specified in Section 38.3 in Part III of the UN Manual of Tests and Criteria. Li-ion battery for a wheelchair:

  • If the battery can be removed:
  1. The battery can choose not to be removed, but must be insulated, and disconnected from the wheelchair and then consigned for shipment.
  2. Removed battery enclosed within a battery container, and carried onboard in carry-on baggage. Each battery's capacity cannot be greater than 300 W/H.
  3. In addition to the wheelchair battery, a spare li-ion battery with a capacity lower than 300 W/H or two spare li-ion batteries with a capacity lower than 160 W/H each are allowed in carry-on baggage.
  • If the li-ion battery cannot be removed: The battery must be insulated and disconnected from the wheelchair and then consigned for shipment.
  • If a portable medical equipment contains a li-ion battery, take the battery certificate with you.

Medical Clearance Procedure

Passengers travelling with any of the following conditions should complete a MEDIF when making a booking. Passengers need to obtain approval from China Airlines’ medical department in Taiwan. Please submit all completed application and documents at least two working days (excluding weekends and holidays) prior to the flight departure date. Medical Clearance Form and Medical Certificate must be dated within 10 days of scheduled initial departing flight. Additional Medical Summary or medical charts are required for passengers who have received surgical procedure or have been admitted to the hospital within 2 weeks. (If the departure date is Mar 29, the “Medical Clearance Form” & “Medical Certificate” must be dated after Mar 20.)
  1. Recent illness, hospitalization, injury, surgery or existing unstable medical condition.
  2. Passengers whose medical condition requires a supply of oxygen, a stretcher, a medical escort or treatment whilst on the flight.
  3. Passengers who may need to use medical equipment or instruments on the flight.
  4. Any medical condition that would render a passenger unable to complete the flight safely, without requiring extraordinary medical assistance during the flight, is considered unacceptable for air travel.

Visually Impaired Passenger Service

  1. Ensure all passengers are familiar with the followings before take-off
    • No smoking.
    • Restrictions of using the electrical devices.
    • The use of seat belts, including instructions on how to fasten and unfasten the seat belts.
    • The location of emergency exits.
    • The location and use of any required emergency flotation device.
    • The location and use of oxygen masks.
    • Other emergency equipment provided for individual use or for collective use.

  2. Cabin crew will conduct the selected contents of briefing according to the actual state of the passenger. Contents of Briefing:
    • The location and use of seat belts.
    • The location and use of oxygen masks.
    • The location and use of life vests.
    • The two nearest exits and how many rows away from the exits (front and back).
    • Explain to the subject passenger, should an emergency evacuation become necessary; one is required to follow the instruction given by duty zone cabin crew to proceed to an exit.
    • Explain when evacuation becomes necessary, all passengers are required to evacuate immediately. If one cannot evacuate on one’s own, cabin crew or PSP will assist them. For vision impaired passenger: Use the oxygen mask and life vest in Demo Kit to perform the briefing; a walk from his/her seat to the exit is often the easiest way to help the subject passenger. The Blind Version of Safety Instruction should be referred to the passenger.

  3. When leading the way for a visually impaired passenger:

    Cabin crew performs verbal instruction before providing assistance or service to a subject passenger.
    Effective communication with the passengers must be established.
    • Cabin crew stand in front of the passenger, pat one’s hand back gently to let the subject passenger be able to hold cabin crew’s arm.
    • Inform obstacle ahead.
    • Direct the subject passenger to seat by putting one’s hand on the armrest or the seat back so that one will be able to seat oneself easily.
    • Assist the passenger in being seated with seat belt fastened and introduce the seat facilities and surroundings according to one’s facing direction, and the nearest lavatory.

    During the flight
    Cabin Manager and cabin crew provide adequate service, assistance, and care during in-flight.
    • Assist the physically impaired passenger, the accompanied adult passenger or medical personnel in moving the passenger to or from one’s seat.
    • Ask the accompanied adult passenger or the medical personnel, if available, about the appropriate meal serving time and any special requirements from the subject passenger before meal service.
    • Assist with the use of the on-board wheelchair and assistive device to enable the person to move to and from a lavatory.

service dog

Service Dogs

A service dog is individually trained to do work or perform tasks for the benefit of a qualified individual with disability. Based on the service dog type and the flight route, China Airlines and Mandarin Airlines accept trained service dogs to accompany passenger with a disability at no charge in the cabin on international operating flights. Passengers travelling with service dogs are advised to contact our customer service hotline and submit the request at least 48 hours before flight departure. Please refer to acceptance rules and documents required below.
Service Dog Type / Flight RouteApplicable Routes / Required Documents
Flights to and from United States
(include Guam and Hawaii, and the itinerary travelling to and from the United States with extended CI/AE transit segment via Taiwan)		All itinerary except flights to and from United States
Medical Assistance
For trained service dogs such as guide dogs, hearing dogs, or medical assistance dogs which provide assistance to individual with visual, hearing, or other physical disability.		Travel in cabin without charge
Required Documents:
1. USDOT Service Animal Air Transportation Form
2. USDOT Service Animal Relief Attestation Form (For flight time longer than 8 hours.)

Travel in cabin without chargeRequired Documents:

1. Service dogs declaration form

2. Please carry the service dog training certificate with you for verification.

Psychiatric Assistance
For trained service dogs that are trained to assist their handler with disability including sensory, psychiatric, intellectual, or other mental disability.		Transport in the cargo hold
Travel as a pet and need to be transported and handled as checked baggage with additional charge
 
 
Application Notice
  1. China Airlines and Mandarin Airlines only accept service dogs on international operating flights.
  2. A service dog is individually trained to do work or perform tasks for the benefit of a qualified individual with disability, and it must be trained to behave properly in public and follow instructions. Any other dogs that do not qualify as service dogs must travel as a pet and need to be transported as checked baggage with additional charge.
  3. Passengers are obliged to meet the relevant animal transit and entry requirements and obtain all the necessary documents for service dogs.
  4. The service dog must be vaccinated from rabies, has not been exposed to rabies, and is free of pests and diseases that would endanger people or public health.
  5. The service dog must be harnessed, leashed, or tethered or stayed in the kennel at all times, and should be able to fit on the lap or within the foot space of the passenger on the aircraft, otherwise the passenger may be required to purchase an additional seat. If disruptive behavior of the service dog is observed at any point during the journey and isn't corrected or controlled, in the reasonable exercise of our discretion, China Airlines and Mandarin Airlines reserve the right to refuse carriage or to claim for any loss and damage caused by the service dog.
  6. For safety reasons, passengers travelling with service dogs are not allowed to seat in the exit row.
  7. To avoid improper sale of animals, China Airlines and Mandarin Airlines would only accept the applications for the same service dog under the same passenger's booking record.
  8. Emotional support animals are considered pets and must be transported as checked baggage at an additional cost. You can find out more about our Pet Policy here.
  9. Please be reminded that providing forged or false service dog training certificates constitutes fraud. To maintain cabin safety, boarding will be denied if such documents are verified as false.
  10. The above rules are only applicable to itineraries that involve pure international CI/AE operating flights. Different rules from other airlines may apply if a code-share flight or other carriers are involved in the full itinerary.

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