Home >

Special Passenger Application


City Phone
Los Angeles 800-200-5118
09:00AM-05:30PM (Mon-Fri PT)
09:00AM-01:00PM (Saturday)
New York 866-588-0825
09:00AM-05:30PM (Mon-Fri ET)
San Francisco 855-892-9983
09:00AM-05:30PM (Mon-Fri PT)
Hawaii 800-200-5118
08:30AM-04:30PM (Mon-Fri HST)
The disabled service mailbox:
specialtravelneeds@chinaeastern-usa.com

Special Service > Special Passenger Application

China Eastern Airlines is dedicated to providing the best customer service for

customers who require assistance in hearing, speech, vision and mobility.


I. Accessibility and Assistance

Airport Special Service

China Eastern Airlines has ticket offices and check-in counters available at local airports to ensure that every

passenger can enjoy our services.


Flight and Boarding Gate Information Service

Information about all flights can be found on display screens at airports. Information about specific flights is

available on the electronic display at boarding gates. Our staff at the boarding gate will orally inform all

passengers, including passengers with visual impairments, of boarding notice and flight changes.


Airport Assistance

Our staff will assist the passenger with disabilities in boarding, getting off and transfer.

We also assist passengers with connecting flight service. However, we do not provide full guardianship

service while the passenger is waiting for boarding. Passengers in need of full guardianship service should have company.


Onboard Special Service

Most of our aircraft offer special services for passengers with disabilities. We offer removable channel

handrails, wheelchair storage space and cabin wheelchairs depending on the type and service life of our

aircraft. We also provide wheelchair accessible bathroom on large aircraft.


Removable Channel Handrails

We offer removable channel handrails on some aircraft for easy access of passengers with wheelchairs. The

seat standards of different aircraft types may vary.

If the armrest of your seat is non-removable, our gate staff and crew will be happy to check whether another

serviceable seat is available on the aircraft.


Wheelchair Storage Space

Most of our aircraft have special storage space for one wheelchair. This service is strictly first come, first

served. Please apply for this service in advance. Passengers who need this service should board in advance.

The wheelchair must be able to be put into the FAA-approved storage area and meet the aircraft’s

requirements on weight and size.


Cabin Wheelchairs

We provide cabin wheelchairs on all our flights to the US. These wheelchairs are designed to help passengers

who want to use the bathroom. Our trained flight attendants will help you use the wheelchair. However, they

cannot lift or move you.


Accessible Bathroom

Many of our large aircraft are equipped with accessible bathrooms. Please check individual aircraft for details.


Onboard Assistance

Our flight attendants will ensure that you travel safely and comfortably. They can help you use the cabin

wheelchair, store or retrieve carry-on luggage, deliver the food and open its packaging.

However, the flight attendants do not assist with dining and personal hygiene or help passengers use the

bathroom. They cannot lift or move you, nor can they provide injections and other medical services.

Passengers who need such services should have company of nursing personnel during the flight.


Passengers Who Need Security Support Personnel

We request that passengers with disabilities must be accompanied by security support personnel under the

following circumstances. Otherwise we will not provide transportation services if:

1. The passenger is unable to understand and respond to safety instructions;

2. The passenger is unable to communicate with our employees to get brief safety instructions;

3. The passenger is unable to evacuate on his/her own in case of emergency.



II. Bookings

Please make the booking in advance for us to prepare your trip in case you have special needs. Most of the

special services require check-in at least two hours in advance.

If you have the following special requirements, please follow the deadlines and inform

us in advance. Please check in at least two hours prior to departure:

•Please notify us 72 hours prior to departure if oxygen equipment is required.

•Please notify us 48 hours prior to departure if you need to consign the electronic wheelchair.

•Please notify us 48 hours prior to departure if you travel with ten or more passengers with disabilities.

•Please notify us 48 hours prior to departure if you need a cabin wheelchair.

•Please notify us 48 hours prior to departure if you have hearing and visual impairments.


Medical Certificate

A medical certificate issued by a physician is required under the following circumstances. Please notify the

booking service agent at the time of ticket purchase:

1. You need medical oxygen.

2. You have an infectious disease.

3. You cannot safely complete the flight if necessary special medical equipment is not in place on the plane.

Under such circumstances, you need a medical certificate issued by a licensed physician within 10 days before

the departure. Please note the following requirements:

If you need medical oxygen, the medical certificate must specify the particular need and the amount of oxygen

required per minute.

If you have an infectious disease, the medical certificate must indicate what preventive measures we need to

take. The medical certificate must prove that the epidemic will not spread to other people on the plane.



III. Seating for Passengers with Disabilities

We will try our best to meet the seating needs of passengers with disabilities. It is our responsibility to provide

you with the seat class you purchased in advance. We will also provide the following services:

1. Passengers who use the channel wheelchair, and cannot pass fixed channel armrest will be given seats with mobile channel armrests.

2. The assistant or carer of the passenger can have an adjacent seat.

3. Passengers with service animals can be seated at any available seats.

4. Passengers with mobility problems can sit on any qualified seat to facilitate their operations.

You can also use our online check-in service and choose your preferred seat at:

http://us.ceair.com/muovc/newsitefront/checkin/muss/checkin!doInit.shtml



IV. Application for Special Services

Transportation Application for Passengers with Visual, Speech or Hearing Impairments

If you need to apply for a blind/deaf/hearing impairment transport service, you or your agent can go to ticket

offices of China Eastern Airlines, or visit the official website for the application and fill out the "Application

for Special Passengers".

For passengers who apply through the official website, the passenger or agent should fill out the "Application

for Special Passengers" online and submit an application request. China Eastern Airlines will confirm the

application and contact the applicant.

※ Reminder: After you submit the "Application for Special Passengers" online, China Eastern Airlines will

receive your application. It does not mean that your application will be successful. After your application is

confirmed, we will send the electronic edition of the "Application for Special Passengers" to you via email.

Please print the "Application for Special Passengers" (two copies) because it is the only evidence that can

enable you to enjoy this service. To ensure the information is accurate and valid, please bring the printed copy

and check in at the airport 120 minutes prior to the flight departure time.


Transportation Application for Passengers with Other Disabilities

If you need to apply for transport service for passengers with other disabilities, you or your agent can go to

ticket offices of China Eastern Airlines, or visit the official website for the application, and fill out the

"Application for Special Passengers".

For passengers who apply through the official website, the passenger or agent should fill out the "Application

for Special Passengers" online and submit an application request. China Eastern Airlines will confirm the

application and contact the applicant.

※ Reminder: After you submit the "Application for Special Passengers" online, China Eastern Airlines will

receive your application. It does not mean that your application will be successful. After your application is

confirmed, we will send the electronic edition of the "Application for Special Passengers" to you via email.

Please print the "Application for Special Passengers" (two copies) because it is the only evidence that can

enable you to enjoy this service. To ensure the information is accurate and valid, please bring the printed copy

and check in at the airport 120 minutes prior to the flight departure time.


Application for Wheelchair Service

If you need to use the airport wheelchair service or cabin wheelchair, you or your agent can go to ticket offices

of China Eastern Airlines, or visit the official website for the application, and fill out the "Application for

Special Passengers". To better meet your needs, our staff will confirm with you whether you are able to walk

without additional assistance, your walking distance, and whether you are able to ascend or descend stairs

without additional assistance.

For passengers who apply through the official website, the passenger or agent should fill out the "Application

for Special Passengers" online and submit an application request. China Eastern Airlines will confirm the

application and contact the applicant.

※ Reminder: After you submit the "Application for Special Passengers" online, China Eastern Airlines will

receive your application. It does not mean that your application will be successful. After your application is

confirmed, we will send the electronic edition of the "Application for Special Passengers" to you via email.

Please print the "Application for Special Passengers" (two copies) because it is the only evidence that can

enable you to enjoy this service. To ensure the information is accurate and valid, please bring the printed copy

and check in at the airport 120 minutes prior to the flight departure time.


Time of Application

Please inform us no later than 48 hours before the departure time should you need the following equipment or service:

1. You need to consign the electric wheelchair.

2. You need to use the cabin wheelchair.


Consign the Electric Wheelchair

If you need to consign the electric wheelchair, please note the following:

Please go to the airport and contact our staff for shipment procedures two hours prior to the departure time.

Packaging requirements:

The packaging of the electric wheelchair should meet the following requirements:

(a) For wheelchairs with leak-proof battery, make sure the battery is securely attached to the wheelchair

without a short-circuit; if the battery is removable, the battery must be put it into strong packaging and

checked in as baggage stored in cargo space.

(b) For wheelchairs equipped with a spill-type battery: Remove the battery and place it in strong packaging.

The packaging should be leak-proof to ensure that a short-circuit does not occur. The surrounding space

should be filled with suitable absorbent material to absorb any leaked liquid.

(c) Wheelchair with lithium-ion battery:

The battery must be removed and carried into the cabin; the rated wattage of each battery must not exceed

300Wh; if there are two batteries in the wheelchair, the rated wattage of each battery must not exceed 160Wh;

each passenger can carry one backup battery so long as the rated wattage of each battery does not exceed

300Wh, or two backup batteries with the rated wattage of each not exceeding 160Wh.

For more information, please contact your local China Eastern Airlines office.


Application to Store Assistive Devices in the Cabin

If the size and weight of your personal folding wheelchair meet the requirement of the storage space in the aircraft,

you can request to store the wheelchair in the aircraft. (Please check individual aircraft for details.)

Priorities will be given to wheelchairs. In each aircraft, there is a special space for only one wheelchair.

This service is strictly first come, first served.

The following assistive devices are regarded as carry-on items:
Category Assistive devices
Passenger with disability Walking aid Walking stick
Prosthesis
Passenger with severe disability Service dog
Hearing impaired passenger Hearing aid Cochlear implant
Hearing aid
Hearing dog
Sight impaired passenger Seeing-eye dog
White cane Multifunction
Basic
Typoscope
Glasses

Note: 1. This service is strictly first come, first served. Storage of assistive devices should comply with the

           relevant security provisions and provisions of transport of dangerous goods;

           2. We will help you consign related equipment free of charge if there are no storage facilities or

           space in the cabin.

To learn more, access the Department of Transportation regulations on Non-Discrimination on the Basis of Disability in Air Travel (PDF)(will open in a new window)