Wheelchair & Assisted Passenger Travel Policy

At Miller's Travel & Tours, we are committed to assisting clients with reduced mobility to travel safely, comfortably, and with dignity. The following policy outlines important information regarding wheelchair assistance and mobility support when travelling by air, particularly via Cape Town International Airport, and onward international travel.

Miller’s Travel & Tours assists with the submission of special assistance and wheelchair requests; however, final approval, acceptance, and handling are determined by the applicable airline and airport authorities.

1. Advance Notice Requirement

Clients requiring wheelchair or special mobility assistance must inform Miller's Travel & Tours at the time of booking.

This allows us to:

• Notify the airline timeously.
• Arrange appropriate airport and boarding assistance.
• Confirm suitability for battery-powered mobility aids (if applicable).

All required mobility and medical documentation should be submitted at least five (5) weeks before departure to allow sufficient processing time.

The five (5) weeks' lead time is an internal requirement of Miller's Travel & Tours to ensure sufficient time for airline and medical processing.

Important: Late notification may result in delays or limited assistance at the airport.

Last-minute requests may be declined by the airline due to operational and safety constraints.

2. Airport Wheelchair Assistance (Cape Town International Airport)

Cape Town International Airport, managed by Airports Company South Africa (ACSA), provides wheelchair assistance within the terminal building only.

Key points:

• Airport wheelchairs are available from Information Desks in the Central Terminal.
• A valid ID may be required when collecting a wheelchair.
• Wheelchairs are not available in parking areas or parkades.
• Airport assistance covers movement within the terminal up to the boarding gate, while aircraft boarding and airside assistance are handled by the airline.

Clients may also make use of the Assisted Passenger Drop-off Facility, which allows passengers with reduced mobility to be dropped close to the terminal entrance for a limited period.

3. Airline-Provided Assistance (Mandatory for Boarding)

All airside assistance, including boarding and disembarkation, aisle wheelchairs, and assistance to and from the aircraft seat, is provided by the airline, not the airport.

For this reason:

• Assistance must be pre-booked with the airline.
• Each airline applies its own safety and seating rules.
• Passengers requiring full assistance may not be seated in emergency exit rows.

Airlines and airport staff provide assistance within the airport environment only. Personal care, feeding, medication administration, or medical assistance is not provided during the flight.

4. Personal Wheelchairs & Mobility Aids

• Personal manual and electric wheelchairs are generally accepted by airlines free of charge.
• Most aircraft do not allow personal wheelchairs inside the cabin.
• Battery-powered wheelchairs require prior airline approval.
• Battery acceptance, size, and watt-hour limits vary by airline and aircraft type.
• Battery type, size, and weight restrictions apply.
• Some batteries may need to be removed and carried separately.

Certain size, weight, and aircraft hold limitations apply to mobility aids. Acceptance depends on the aircraft type and airline safety requirements.

Passengers are advised to ensure their mobility device is insured.

Miller's Travel & Tours will only be able to assist with submissions once all required information and documents are received at least five (5) weeks prior to departure. Late submissions may result in delays or non-approval, as final approval rests with the airline.

5. Medical Fitness & Medical Clearance

Medical clearance MAY be required if:

• The passenger cannot sit upright for take-off and landing.
• The passenger requires oxygen or medical equipment.
• The passenger has an unstable or serious medical condition.
• Stretcher transport is required (generally not accepted).

Medical clearance is assessed by the airline on a case-by-case basis and is not automatically required for all wheelchair users.

Where required by the airline, a MEDIF (Medical Information) form may be requested for approval. This form should be completed and stamped by a qualified medical doctor and submitted 48-72 hours before departure, depending on the airline's requirements.

Passengers are strongly advised to contact the airline as soon as possible to confirm medical clearance procedures and timelines.

Companion requirement: A travelling companion may be required only if the airline determines that the passenger cannot travel independently, requires in-flight personal assistance, or is unable to follow safety instructions.

Passengers who are able to manage independently or who require assistance only within the airport terminal may not require a companion.

If medical clearance documentation is requested, supporting documents should also be submitted at least five (5) weeks before departure to allow processing.

The five (5) weeks' lead time is an internal requirement of Miller's Travel & Tours to ensure sufficient time for airline and medical processing.

6. Arrival & International Travel (Including Saudi Arabia)

Wheelchair and mobility assistance does not automatically carry over between departure airport, airline, and arrival airport.

For Umrah travellers:

• Assistance at Saudi airports is generally well-established.
• Hotel and Haram access is largely wheelchair-friendly.
• However, services must still be arranged and confirmed in advance.

Miller's Travel & Tours will guide clients through this process but cannot guarantee third-party service delivery.

7. Special Service Request (SSR) Codes - Important for Passengers Requiring Assistance

Airlines use Special Service Request (SSR) codes to formally record and arrange assistance for passengers with reduced mobility or medical needs.

These internationally recognised codes (set by the International Air Transport Association - IATA) help ensure that the correct type of support is provided at the airport and on board the aircraft. [wheelchairtravel.org]

It is extremely important that the correct SSR code is added to your airline booking.

Wheelchair Assistance SSR Codes

The most common wheelchair-related SSR codes are:

• WCHR (Wheelchair - Ramp): Passenger requires a wheelchair for long distances in the terminal but can walk up and down aircraft stairs and move independently in the cabin.
• WCHS (Wheelchair - Steps): Passenger requires a wheelchair and cannot manage aircraft stairs, but can walk short distances inside the cabin.
• WCHC (Wheelchair - Cabin): Passenger cannot walk at all and requires:
  • Wheelchair assistance from check-in to the seat.
  • An aisle chair for boarding and disembarkation.

Travelling with a Personal Wheelchair or Mobility Aid

Additional SSR codes are used when travelling with personal mobility equipment:

• WCMP - Passenger travelling with a manual wheelchair.
• WCBD - Passenger travelling with a dry/gel or lithium battery wheelchair.
• WCBW - Passenger travelling with a wet-cell battery wheelchair (not accepted by many airlines).

Battery-powered mobility aids must always be declared, and acceptance is subject to airline approval and safety limits.

Medical & Other Assistance SSR Codes

Depending on medical needs, airlines may also use:

• MEDA - Medical case (medical clearance or MEDIF required).
• OXYG - Passenger requires onboard oxygen.
• PPOC - Passenger travelling with an approved portable oxygen concentrator.
• MAAS - Meet-and-assist service (assistance through the airport).
• BLND / DEAF - Passenger who is blind or deaf and requires assistance.

The level of service provided is determined by the airline based on the selected assistance category and aircraft type.

Why SSR Codes Matter

Correct SSR coding ensures that:

• The right number of trained staff are allocated.
• Boarding equipment (such as aisle chairs or lifts) is available.
• Seating restrictions (e.g. emergency exits) are managed correctly.
• Medical and safety approvals are in place before travel.

Airlines can limit the number of passengers requiring assistance per flight, making early notification essential.

Important Notes for Clients

• SSR requests must be approved by the airline, not just noted by the travel agent.
• Assistance must be requested at the time of booking or at least 48-72 hours before departure, depending on the airline.
• Providing incorrect or incomplete information may result in reduced assistance or delays on the day of travel.

Miller's Travel & Tours will assist in submitting the correct SSR requests once all required information and documents are received 5 weeks prior to departure, but final approval always rests with the airline.

The five (5) weeks' lead time is an internal requirement of Miller's Travel & Tours to ensure sufficient time for airline and medical processing.

8. Limitations & Liability

Wheelchair services are provided by airports and airlines in accordance with their operational and safety procedures. While every effort is made to ensure safe assistance, passengers remain subject to the terms and conditions of the relevant airport, airline, and service provider.

Miller's Travel & Tours acts as an arranging agent and is not responsible for operational decisions, delays, or service changes made by third-party providers.

Miller's Travel & Tours cannot guarantee acceptance of wheelchairs, seating, or assistance requests, as these are subject to airline and airport approval.

9. Our Commitment

We understand that travelling with reduced mobility requires planning, patience, and care. Our team is committed to:

• Providing clear guidance.
• Advising on best practices.
• Assisting with arrangements wherever possible.

Clients are encouraged to discuss their needs openly with us so that we may assist effectively.

Additional Information

• Cape Town International Airport
• Assisted Passenger Information (ACSA)
• CTIA Assisted Passenger Facility (PDF)
• Cape Town International Airport Contacts

ACSA Special Needs Passenger Assistance: +27 (0)21 935 3737

For Assistance or Enquiries

Email: | WhatsApp: Chat on WhatsApp

Please submit all required assistance and medical documents at least five (5) weeks before departure.