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Customers with Disabilities

Questions?

Questions?

Our customer service team will be happy to provide the answers.

» Contact our Reservations Department

General Conditions of Acceptance

Hawaiian Airlines fully complies with the Air Carrier Access Act (ACAA). For additional information, you may request a copy at any Hawaiian Airlines airport location, city ticket office, through our Consumer Affairs office, or you may simply print a copy of the U.S. Department of Transportation (DOT) regulations on Non Discrimination on the Basis of Disability in Air Travel (14 CFR part 382).

The purpose of the ACAA is to ensure that customers with disabilities cannot be discriminated against, when traveling on an airline, solely because of a disability.

If problems are encountered when traveling with us, feel free to ask our customer service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware of applicable Federal Aviation Administration (FAA) and DOT disability regulations. They will be glad to respond to any questions or concerns. Our CROs are available at all airport locations or via telephone during our schedule flight service times.

The DOT has a toll free hotline to assist passengers with disabilities. If you would like to contact DOT or visit their website, click here.

In an effort to better assist you, more information about our services for customers with disabilities has been provided below.


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Reservations

Make a reservation online.

To make a reservation by telephone, call our Reservations Center. When making your reservation, simply inform the Reservation Representative of your special needs. Our Reservations Representatives are trained to accommodate your special needs. If you are not sure, ask them what assistance is available and inform them how your needs can best be met. In addition, let us know:

  • If you need assistance to/from the ticket counter and departure gate.
  • If you will be traveling with a service animal.
  • If you will be traveling with a mobility or other assistive device.
  • If you will be traveling with a motorized assistive device and, if so, what type of battery it uses. Please information Hawaiian Airlines at least 48 hours prior to your scheduled flight departure. To avoid any type of delay or potential damage to your assistive device, please print and complete our Special Service Requests and Wheelchair Description Form prior to departing for the airport so that you may give it to a Hawaiian Airlines representative.

If you are using a wheelchair it is beneficial to inform the Reservations Representative whether you:

  • Can go up and down steps.
  • Can walk to your assigned seat.
  • Need Assistance boarding and/or disembarking the aircraft.
  • Whether you will be traveling with a personal care attendant to assist you.

Other information you may relay to the Reservations Representative are:

  • If you are blind or have limited sight.
  • If you are deaf, hard of hearing or deaf blind.
  • If you have special seating request due to mobility needs or any other disability reason.
  • If you are traveling with a Service Animal (Domestic Travel, International Travel)
  • If you are traveling with a personal care attendant and need adjacent seating or if a personal care attendant or medical equipment service company will be meeting you.
  • If you are transporting and/or using a Personal Portable Oxygen Concentrator.
  • If you are traveling from Pago Pago, American Samoa, to Honolulu, Hawaii, only, and require Supplemental Medical Oxygen, or if someone requires Travel in a Stretcher
  • Any other special request.

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Advance Notice Requirements

Hawaiian Airlines requires at least 48 hours advance notice for the following requests:

  • Supplemental medical oxygen (this service is only available from Pago Pago, American Samoa, to Honolulu, Hawaii and inter-island travel upon request from an approved third party medical provider.)
  • Accommodation for Travel in a Stretcher (this service is only available from Pago Pago, American Samoa, and Honolulu, Hawaii.)
  • Transport of your mobility or other assistive device that uses a gel cell or wet cell battery
  • Reservations for a group of ten or more qualified individuals with a disability traveling as a group.

If advance notice or check-in requirements cannot be met, Hawaiian Airlines will make every effort to provide the service requested if it can be done without delaying the flight.

Hawaiian Airlines recommends:

  • You verify the availability of a passenger boarding bridge or ramp lift for boarding accommodations at each airport in your itinerary.
  • Ask us about the type of aircraft intended for the flights on your itinerary. Hawaiian Airlines operates an all-jet fleet, but our code share partners may utilize smaller aircraft to some cities. You should know what type of aircraft you will be flying on and if your particular flight can accommodate your special needs. We will do our best to find alternatives, if necessary.

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Seating Accommodations

Hawaiian Airlines will pre-assign a seat at least 24 hours prior to your scheduled flight departure if you:

  • Will be requiring assistance with a boarding chair to get to/from your seat.
  • Will be traveling with a personal care attendant
  • Will be traveling with a service animal
  • Have a fused or immobile leg

Travel with a medical escort or personal care attendant is required if:

  • Travel in a Stretcher (this service is only available from Pago Pago, American Samoa, and Honolulu, Hawaii)
  • Because of a mental disability, you are unable to understand or respond appropriately to safety instructions from Hawaiian Airlines personnel
  • You have a mobility disability so severe that you would be unable to assist in your own evacuation of the aircraft in the event of an emergency
  • You are both deaf and blind, and you cannot establish communication with or are unable to respond appropriately to a safety briefing or safety instructions from Hawaiian Airlines personnel

If you advise Hawaiian Airlines that you fit into one of the above categories, you will be required to provide your own personal care attendants and the attendant must act as your Safety Assistant and pay the fare applicable at the time of making a reservation.


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Special Service Requests

Hawaiian Airlines has developed a Special Service Requests form, which contains important requests from customers with special needs. This form is used by Hawaiian Airlines to communicate your special need(s) for assistance throughout your travel.

Simply complete the form, print it, and provide it to a Hawaiian Airlines representative at the airport when you are checking in for your flight.

Gate Service

Please inform the gate staff if you have a vision or hearing disability. Let us know where you will be sitting in the boarding area so that we can inform you about any important announcements made before the flight departs or to assist you with boarding.

During the Flight

Hawaiian Airlines will do its best to assist our customers with special needs. We are not qualified to provide certain types of medical assistance and are not permitted to administer or dispense medication. We will not assist with eating or lavatory functions. Hawaiian Airlines personnel can provide additional information regarding the availability of emergency medical services.


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Mobility Needs

Assistive Device

Assistive Devices are defined as:

  • Any piece of equipment that assists a customer with a disability to cope with the effects of his or her disability. Such devices are intended to assist a customer with a disability to hear, see, communicate, maneuver, or perform other functions of daily life, and may include medical devices and medication.
  • Wheelchairs, motorized scooters, walkers, crutches, Segways, canes, braces, portable toilets, and other devices, equipment or items which assist customers with their disability.

Fees / Charges

There is no weight limit for assistive devices. Assistive devices will be accepted as cabin baggage or checked baggage; however must be safely stowed as determined by Hawaiian Airlines personnel at the time of check-in and will not count towards your baggage allowance, and will be carried free of charge. Any assistive devices packed within a suitcase with other items will not be exempt from baggage charges.

If space is not available in the cabin for your assistive device, it will be tagged for special handling and placed in the cargo hold as you board the aircraft so as long as you do not need the assistive device during the flight.

At the time of check-in, the Hawaiian Airlines representative at the airport will determine when the transportation of the assistive device is free of charge. Only the primary assistive device will be accepted free of charge. Additional assistive devices not used as a primary assistive device are subject to standard baggage rules and fees.

Curbside Service

Please ask the skycap or porter for assistance, where available, if you need an airport wheelchair, help with your own wheelchair, or other special assistance.

Ticket Counter Service / Check-in

The following information will assist you as you check in for your flight:

  • You should be at the airport to check in with enough time to get to the departure gate at least one hour prior to the scheduled departure time. If you require assistance with your mobility device, we recommend being at the departure gate at least one hour prior to the scheduled departure so that you may take advantage of pre-boarding the flight.
  • Please inform us of your special needs so proper assistance can be provided without delay.
  • All of Hawaiian Airlines' aircraft are equipped with space available inside the passenger cabin to stow one standard-size manual personal wheelchair. Customers who wish to stow their wheelchair onboard shall present themselves during pre-boarding. . The onboard wheelchair stowage area will allow your wheelchair to be stowed with priority over other carryon items, with the exception of through flights. Otherwise the wheelchair will be tagged for special handling and stowed in the cargo hold of the aircraft.

Please inform Hawaiian Airlines of any special assistance you may need. In particular, tell us:

  • If you are traveling with an assistive device or mobility aid
  • If you are traveling with a mobility device that requires assembly and disassembly. Hawaiian Airlines requests that you provide instructions on the proper way to assemble and disassemble your mobility device. We recommend that you complete and the Wheelchair Description Form and bring the printed copy with you to the airport on the day of departure. Present the form when tendering your mobility aid to the Hawaiian Airlines representative at the airport.
  • Note: If you are traveling with a battery-powered wheelchair, please provide us with your own tools to ensure proper disconnection of your battery.
  • If you require extra time while boarding the aircraft.
  • If you require boarding using an aisle chair.
  • If you are traveling with a companion who will assist you. If you wish to be seated near an accessible lavatory.
  • Any other information we need to know about your special needs so proper assistance can be provided without delay.

Boarding the Aircraft

If you require extra time or assistance to board the aircraft please inform us. If necessary, Hawaiian Airlines has a special boarding chair to assist you to your seat. These chairs are considerably narrower than a standard wheelchair and can maneuver through the narrow aisles of our aircraft.

If you require assistance to transfer, please provide us clear instructions on how you wish to be transferred.

Deplaning the Aircraft

If you need extra time exiting the aircraft, a wheelchair at your destination or transfer point, or assistance in deplaning the aircraft or through the terminal please notify a flight attendant of this at least 45 minutes prior to landing so they can request the necessary assistance prior to the aircraft arriving at your destination.

To better assist you and for the safety of all customers, we kindly ask that you remain seated until the main flow of customers have deplaned the aircraft. When the main flow of customers have deplaned, a Hawaiian Airlines representative will come onboard to assist you.

If you are requesting special assistance with mobility needs, please review the following:

  • Canes and Walkers - Canes and walkers are permitted as carryon items when traveling. When not in use, these assistive devices must be stowed in the overhead storage compartment or under the seat when onboard the aircraft.
  • Wheelchair Service - Wheelchairs are available at all airport locations to transport you between the ticket counter and gate, if required. Ask a representative for assistance.
  • Electric Carts - Electric carts are available at some airport locations. These carts are used to transport passengers between concourses within the same terminal. Ask a representative for assistance.
  • Inflight Passenger Aisle Chair (IPAC) – All Hawaiian Airlines’ aircraft have an available IPAC for use in the cabin during your flight. Our flight attendants will assist you to/from the lavatory facilities.

Please understand that, during certain travel periods, airport wheelchairs are in great demand. We appreciate your patience in the event you have to wait a few minutes for a wheelchair or additional assistance.

Batteries

All battery operated wheelchairs must meet FAA standard shipping requirements.

Wet Cell Batteries (Spillable)

  • Battery is disconnected and removed from the mobility aid and carried in a special HA provided and FAA approved container
  • Battery terminals are insulated to prevent accidental short circuit
  • Container must be leak-proof
  • Battery is protected against short circuits and surrounded by absorbent material
  • Container must be marked “Battery Wet Filled with Acid” and labeled with corrosive labels
  • Boxes will be provided at check-in and Hawaiian Airlines will pack the battery prior to boarding.

Gel / Dry Cell Batteries (Non-Spillable)

  • Battery does not need to be removed if transporting in upright position, but wire/connection must be disconnected
  • Battery terminals are insulated to prevent accidental short circuit
  • Battery is securely attached to the mobility device

Inter-island flights are operated by B717 aircraft. Hawaiian Airlines B717 aircraft will accommodate powered mobility devices; however for safety purposes they must be placed on their side for loading and during the duration of the flight. As a result, batteries must be disconnected and removed.

Segways

Hawaiian Airlines will accept Segway Human Transporters which are used as an assistive device and operates on nickel-metal hydride (NiMH) batteries only. For safety purposes, Segway Human Transporters powered by lithium-ion batteries are prohibited for transportation in the cargo compartment and will always be refused.


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Medical Certificates

A medical certificate is a written statement from your physician saying that you are capable of completing your flight safely without requiring extraordinary medical care during the flight.

Hawaiian Airlines may require medical certification under the following circumstances:

  • You are Traveling in a Stretcher. (This service is available from Pago Pago, American Samoa, to Honolulu, Hawaii, only)
  • You require Supplemental Medical Oxygen during the flight (this applies to flights from Pago Pago, American Samoa, to Honolulu, Hawaii, only).
  • You have a medical condition which causes Hawaiian Airlines to have reasonable doubt that you can complete the flight safely without requiring extraordinary medical assistance
  • You have a communicable disease

Hawaiian Airlines reserves the right to contact its medical advisory service if there is any concern whether you can safely complete your flight.


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Portable Oxygen Concentrators

A Portable Oxygen Concentrator (POC) is a device that is used to provide oxygen therapy to patients at substantially higher oxygen concentrations than the levels of ambient air.

To ensure the safety and wellbeing for all passengers that require the use of a POC, we kindly ask that you advise us of your POC needs no later than 48 hours prior to your scheduled flight by calling our Reservations department.

The Department of Transportation (DOT) has provided a list of approved POC devices that can be used during the flight.
For the complete list of DOT approved POC devices, please click here.

POC devices not approved by the DOT and Hawaiian Airlines will not be permitted for use onboard the aircraft. If you have a device that is not listed, or if you have questions or concerns about your POC device, please complete the Respiratory Assistive Device Approval Request form, here. After submitting this form, a Hawaiian Airlines representative will contact you for further assistance. Please note that forms submitted less than 48 hours, may not be approved for inflight use prior to travel.

Batteries

Hawaiian Airlines does not have electrical power outlets onboard to support any personal assistive device.

All POC devices require 150% battery life. 100% to cover the entire flight time plus 50% to cover for any unanticipated delays.

Restricted Items

Personal oxygen units that contain compressed or liquid oxygen are considered Hazardous Material and are prohibited from check-in, carry-on and use onboard our aircraft.

Physicians Statement for Portable Oxygen Concentrator Use

All POC users must have with them a written statement from their physician dated within 30 days of their scheduled departure point that includes the following information:

  • Passenger’s ability to travel
  • Verification that the passenger is able to see and hear alarms and respond appropriately; AND
  • Verification of when the oxygen will be required; i.e. for the duration of the trip or a portion of the trip; AND
  • Prescribed oxygen flow rate identified in liters per minute (LPM) plus any additional information required.

For your convenience, you can print out a Physician’s Statement here and take this form to your physician. Please keep this completed form on your person during travel for inspection by Hawaiian Airlines personnel. Incomplete forms may result in denied boarding.

If you are in need of oxygen and do not have a POC unit, please contact any one of the following POC companies that can assist you with your oxygen needs. These companies are not affiliated with Hawaiian Airlines, but can assist with your POC needs.

Advanced Aeromedical, Inc
24-hour Assistance:  800-346-3556
International: +1-757- 481-1590
Fax::  +1-757-481-2874
E-mail:info@aeromedic.com
Website:http://www.aeromedic.com
All Medical
24-Hour Assistance:  888-280-2677
Website:http://www.oxygenconcentratorstore.com/
American Medical Sales and Repair, Inc.
Daily Assistance to Midnight:  +1303-799-0013
Fax:  +1-303-484-3450
Website: http://www.portableoxygenconcentrators.com/
Desert Medical Equipment
24-hour on call service 866-711-9171
International +1-702-876-9171
Fax 702-876-9083
E-mail :bschultz@desertmedicalequip.com or aolvera@desertmedicalequip.com
Website:http://desertmedicalequip.com/
Liberty Medical - A Travel Oxygen Provider Since 1990
24-hour customer service: (800) 375-6060
Rentals: (800) 375-3030, (303) 279-1444
Fax: (303) 279-8706
E-mail:askus@liberty-o2.com
Website:http://www.liberty-02.com
OxLife Inc.
24-Hour Assistance: 800-780-2616; +1-828-684-7353
Fax:  +1-828-684-8990
Email:info@oxlifeinc.com
Websitehttp://www.oxlifeinc.com/rentals.php
Oxygen Concentrators for Less
Toll Free Support 1-877-807-0646
Toll Free Fax 1-877-651-9042
Email:Support@OxygenConcentratorsforLess.com
Website:http://www.OxygenConcentratorsforLess.com
Oxygen To Go - Oxygen when and where you need it
Medical information: (888) 362-4321 toll-free via Board Certified physicians. (For OxygenToGo customers.)
Rentals: (866) 692-0040 toll-free
Fax: (866) 903-9709 toll-free
E-mail:info@oxygentogo.com

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Respiratory Assistive Devices (Ventilators, Respirators, Nebulizers)

You may carry onboard and use respiratory assistive devices such as personal ventilators, respirators, and other portable electronic devices if it can be verified by a manufacturers’ label or otherwise that it meets applicable FAA requirements. While the manufactures label is acceptable, there may be devices that do not have the appropriate labeling due to the date it was manufactured. As a result, Hawaiian Airlines has a list of pre-approved personal assistive devices which have been approved for use. If you are not sure whether you can use your personal assistive device onboard, please take a moment to complete the Respiratory Assistive Device Approval Request form. After submitting the form, our team at Hawaiian Airlines will determine if your device can be used inflight. Please submit the form as soon as practicable but no later than 48 hours prior to your initial date of travel. For assistance, you may contact a Reservations Representative.

Carry-on Procedures / In-Flight

If you wish to use a PAP machines onboard a Hawaiian Airlines aircraft, you are required to notify Hawaiian Airlines that you intend to use the PAP machine onboard and the make and model of the device at the time of the reservation and also when you check-in for the flight. You should be in possession of a statement from your treating physician dated within thirty (30) days of departure that states the required use of the device.

Batteries

Many PAP machines require the use of a lithium-ion battery. Only approved models of lithium-ion batteries are permissible on Hawaiian Airlines aircraft. You are responsible to ascertain that you have a sufficient number of charged batteries for the duration of the flight, plus any unanticipated delays. Batteries must be packed individually to protect them from short-circuiting and physical damage. Batteries protected from short-circuit include batteries with recessed terminals and batteries packed so that the battery terminals do not contact metal objects.

Hawaiian Airlines aircraft do not have electrical power outlets for your personal assistive device use. It is your responsibility to make sure you have an ample supply of fully charged batteries for the flight, which should equal 150% of the flight duration.

Non-Approved Items

Please note that Hawaiian Airlines does not permit the use of the following devices onboard any of our aircraft:

  • Personally owned medical oxygen cylinders
  • Personally owned portable liquid oxygen concentrators
  • Devices requiring external power (from an aircraft power receptacle)
  • Any assistive device which requires the use of an electrical outlet onboard the aircraft

If you wish to simply transport these devices (without using it), you may do so (except for liquid oxygen concentrators). All personal assistive devices must be stowed and/or used in the passenger cabin with applicable TSA, FAA and other regulations governing carry-on baggage.


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Service Animals

Hawaiian Airlines welcomes service animals to accompany persons with a disability. There is no charge for the transportation of a service animal, and they may travel in any area of the aircraft, as long as the animal does not obstruct an aisle or other area that must remain unobstructed in order to facilitate an emergency evacuation. Please select one of the links below for more information on traveling with your service animal either domestically or internationally.

For the comfort of your animal, you may view a list of Animal Relief Areas at select airports Hawaiian Airlines serves. If your airport is not listed, please ask for directions or assistance from our airport representatives.

Emotional support and Psychiatric service animals

Emotional support and psychiatric service animals are considered to be service animals. However, a customer traveling with an emotional support or psychiatric service animal will need to provide specific documentation to Hawaiian Airlines before the animal can be accepted for travel. Please understand that different states and/or countries do not recognize emotion support and psychiatric service animals as service animals. Hawaiian Airlines recommends that you check with the local government agencies for entry requirements.

An animal which has been determined not to be a service animal, emotional support or psychiatric service animal can be accepted for travel following Hawaiian Airlines' current pet policies. Please be reminded that Hawaiian Airlines does not accept pets for travel on certain international flights.


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Special Meals

Hawaiian Airlines does not offer specials meals. If you have special dietary needs, please feel free to bring your own meals onboard our flight. Please review TSA guidelines regarding the carriage of liquid prescription medication.


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Other Medical Items

Medical supplies, such as but not limited to syringes, nebulizers, and insulin pumps will be accepted as long as it is an approved device, meets the requirements for the device, and you can present Hawaiian Airlines with a doctor’s note (unless otherwise stated below) that states your name, travel period, and requirement for such items and that the you do not require extraordinary care in-flight because of the use of these device(s).

Medical Narcotics

For more information about carrying medical narcotics, please contact the TSA.

Insulin Pumps

Insulin pumps will be permitted for use while onboard the aircraft provided the insulin pump does not use a wireless glucose monitor. Insulin pumps using wireless glucose monitors cannot be used onboard the aircraft, these devices may be carried on the aircraft at no additional cost provided they fit securely beneath the seat, in the overhead compartment, or an additional seat may be purchased for large assistive devices.

Incubators

Incubators are not accepted on Hawaiian Airlines.


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Allergies

Hawaiian Airlines recognizes that some people are allergic to peanuts, nut products, animals or other items that may be on our flights or that passengers might bring onto our aircraft. Hawaiian Airlines cannot guarantee allergen-free flights and we make no provisions to do so. Please consider the possibility of exposure on any aircraft, particularly when accepting any in-flight meal or snack. We strongly advise customers to take all necessary medical precautions to prepare for the possibility of exposure.

You may bring your own food items on your flight. Many people take the precaution of carrying epinephrine (epi-pens) or other suitable anaphylaxis treatment prescribed by their physician that can be self-administered. Please review TSA guidelines regarding the carriage of liquid prescription medication and please make sure you keep your medication in your carry-on luggage so you can access it in-flight if necessary.


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Forms

Hawaiian Airlines hopes that you can find these forms helpful during you travel.

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