Wheelchair & Assisted Passenger Travel Policy

At Miller's Travel & Tours, we help clients with reduced mobility travel safely and with dignity.

This policy covers wheelchair and mobility assistance for flights from Cape Town International Airport and for international travel.

We submit special assistance and wheelchair requests for you. Airlines and airports decide whether requests are approved and how assistance is provided.

At a glance

• Tell us about mobility needs when you book.
• Send all required documents at least five (5) weeks before departure (Miller's Travel & Tours requirement).
• Cape Town airport assists inside the terminal; your airline handles boarding and the aircraft cabin.
• Assistance, wheelchairs, and SSR codes must be approved by the airline, not only noted by the agent.

1. Advance Notice Requirement

Tell Miller's Travel & Tours at booking if you need a wheelchair or other mobility assistance.

We can then:

• Notify the airline in good time.
• Arrange airport and boarding assistance.
• Check rules for battery-powered mobility aids, if you use one.

Document deadline: Submit all mobility and medical documents at least five (5) weeks before departure. This lead time is required by Miller's Travel & Tours so airlines and doctors can process your file.

Important: Late notice can mean delays or less help at the airport. Airlines may refuse last-minute requests for safety and operational reasons.

2. Airport Wheelchair Assistance (Cape Town International Airport)

Airports Company South Africa (ACSA) provides wheelchair help inside the terminal only at Cape Town International Airport.

• Borrow a wheelchair from Information Desks in the Central Terminal.
• You may need a valid ID to collect a wheelchair.
• Wheelchairs are not available in parking areas or parkades.
• Airport staff can help you reach the boarding gate.
• Boarding the aircraft and all airside help are provided by your airline.

The Assisted Passenger Drop-off Facility lets drivers drop passengers with reduced mobility near the terminal entrance for a limited time.

3. Airline-Provided Assistance (Mandatory for Boarding)

Your airline—not the airport—provides airside help. This includes boarding, leaving the aircraft, aisle wheelchairs, and help to and from your seat.

• Book assistance with the airline in advance.
• Each airline has its own safety and seating rules.
• Passengers who need full assistance cannot sit in emergency exit rows.

Airport and airline staff do not provide personal care on board. They do not feed passengers, give medication, or offer medical treatment during the flight.

4. Personal Wheelchairs & Mobility Aids

• Airlines usually accept personal manual and electric wheelchairs at no extra charge.
• Most aircraft do not allow personal wheelchairs inside the cabin.
• Battery-powered wheelchairs need airline approval first.
• Battery type, size, weight, and watt-hour limits depend on the airline and aircraft.
• Some batteries must be removed and carried separately.

Size and weight limits in the aircraft hold also apply. The airline decides acceptance based on aircraft type and safety rules.

Insure your mobility device where possible.

Miller's Travel & Tours can submit paperwork only after we receive complete information and documents by the five (5) week deadline in section 1. Late files may be delayed or refused; the airline makes the final decision.

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).

Airlines review medical clearance case by case. Not every wheelchair user needs it.

If the airline asks for a MEDIF (Medical Information) form, a doctor must complete and stamp it. Deadlines are often 48–72 hours before departure, but rules vary by airline.

Contact the airline early to confirm medical clearance steps and timelines.

Companion requirement: An airline may require a companion if you cannot travel alone, need personal help in flight, or cannot follow safety instructions.

If you manage on your own, or only need help in the terminal, a companion may not be required.

Send any medical clearance documents by the same five (5) week deadline in section 1.

6. Arrival & International Travel (Including Saudi Arabia)

Assistance at your arrival airport is not automatic. You must arrange it for each leg of the journey.

For Umrah travellers:

• Saudi airports usually offer good wheelchair support.
• Many hotels and Haram areas are wheelchair-friendly.
• Still confirm services before you travel.

Miller's Travel & Tours will guide you, but we cannot guarantee third-party services.

7. Special Service Request (SSR) Codes

Airlines use SSR codes to record and arrange help for passengers with reduced mobility or medical needs.

IATA sets these international codes so staff know what support you need at the airport and on the aircraft. More on SSR codes (wheelchairtravel.org)

The correct SSR code must be on your airline booking.

Wheelchair assistance codes

• WCHR (Wheelchair – Ramp): Wheelchair for long walks in the terminal. You can use aircraft stairs and move on your own in the cabin.
• WCHS (Wheelchair – Steps): Wheelchair required; you cannot use aircraft stairs. You can walk short distances in the cabin.
• WCHC (Wheelchair – Cabin): You cannot walk. You need a wheelchair from check-in to your seat and an aisle chair to board and leave the aircraft.

Personal wheelchair or mobility aid

• WCMP – Travelling with a manual wheelchair.
• WCBD – Dry, gel, or lithium battery wheelchair.
• WCBW – Wet-cell battery wheelchair (many airlines do not accept this).

Always declare battery-powered aids. The airline must approve them under its safety limits.

Medical and other assistance codes

• MEDA – Medical case; clearance or MEDIF may be required.
• OXYG – Onboard oxygen required.
• PPOC – Approved portable oxygen concentrator.
• MAAS – Meet-and-assist through the airport.
• BLND / DEAF – Blind or deaf passenger needing assistance.

Service levels depend on the code, airline, and aircraft type.

Why SSR codes matter

• Staff with the right training can be assigned.
• Boarding equipment (aisle chairs, lifts) can be ready.
• Emergency exit seating rules can be applied correctly.
• Medical and safety approvals can be completed before travel.

Airlines may cap how many assisted passengers are on a flight, so book early.

Important notes for clients

• The airline must approve SSR requests—not only your travel agent.
• Request assistance when you book, or at least 48–72 hours before departure (airline rules vary).
• Wrong or incomplete details can mean less help or delays on travel day.

We submit SSR requests after we have complete information by the five (5) week deadline in section 1. The airline always makes the final decision.

8. Limitations & Liability

Airports and airlines provide wheelchair services under their own safety and operating rules.

Passengers remain subject to each airport, airline, and service provider's terms and conditions.

Miller's Travel & Tours is an arranging agent. We are not responsible for operational decisions, delays, or changes by third parties.

We cannot guarantee acceptance of wheelchairs, seating, or assistance requests. Airlines and airports approve these requests.

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.