Special Needs

Planning Your Trip | At the Airport | Boarding & Disembarking

 

Planning Your Trip with special needs

You can request a wheelchair during the booking process on our web site. On the “Traveler Details” page, click on “Add Special Services” and select all the options you need. Once at the airport, you can alert a skycap at curbside or a Frontier representative at the ticket counter, and a wheelchair will be provided for you. If you seek additional assistance with a special services request, please call Frontier at 877-846-8035 or email us at specialneeds@flyfrontier.com.

We recommend that Customers arrive at the airport two hours ahead of departure.

Safety/Personal Care Assistant

In some circumstances, we may require that a passenger travel with a safety assistant. The situations below require a safety assistant:

  • the passenger, because of a mental disability, is unable to comprehend or respond appropriately to safety instructions from our employees, including the required safety briefing.
  • the passenger has a mobility impairment so severe that he or she is unable to assist in his or her own evacuation of the aircraft in an emergency.
  • the passenger has both severe hearing and severe vision impairments, and if the passenger cannot establish some means of communication with carrier personnel that is adequate both to permit transmission of the safety briefing, and to enable the passenger to assist in his/her own evacuation of the aircraft in an emergency.


A passenger may wish to travel with a personal care assistant to provide help with feeding, lavatory functions, or provision of medical services.

 

Traveling With Wheelchairs

We accept all wheelchairs and mobility devices as checked baggage in the cargo compartment of the aircraft. These items are not counted as part of a passenger's baggage allowance and baggage charges do not apply. We have also designated priority space in the passenger cabin of all Airbus aircraft for stowage of one wheelchair or mobility device. Refer to wheelchair stowage onboard our aircraftfor more information.

When making your reservatio, or prior to travel, please make a request for the wheelchair to be stowed onboard. In addition, please notify our customer service representative at the ticket counter at the time of check-in and upon arrival at the gate area. We accommodate wheelchair stowage onboard on a first-come, first-served basis at the airport.

Other assistive devices, such as walkers, canes, crutches, etc. that can be stowed in compliance with the FAA safety regulations will be given priority onboard stowage, and will not be counted toward the carry-on baggage allowance.

 

Wheelchair Batteries

Federal regulations require spillable (wet cell) and non-spillable (dry cell) batteries to be disconnected from their device unless the mobility aid has an effective design to prevent unintentional activation. If the wheelchair is equipped with an electronic memory chip, disconnection may cause memory loss. Spillable batteries may need to be removed from the device and transported in a special battery box if the device cannot be loaded, secured, and unloaded in an upright position. Frontier will provide the battery box if necessary.

 

Sitting Upright for Taxi, Take-off and Landing

For your safety and the safety of others, all passengers must be able to sit upright during take-off and landing. Some passengers with a disability may need assistance to sit upright to meet this requirement. An Orthotic Positioning Device (OPD) or brace may be used by the passenger on the aircraft to meet this requirement. If you are not able to sit upright during taxi, take-off and landing, you will need to bring a device that assists you to sit upright such as an Orthotic Positioning Device. The device cannot be attached to the seat back and the seat belt needs to be the method by which you are secured in the seat. Any type of OPD or brace is acceptable if it supports the passenger to sit upright and is not attached directly to the aircraft seat. In addition, the OPD or brace should fit between the armrests in the down position and not infringe on another passenger's seat. Frontier does not provide passengers with OPDs. For further assistance, contact Specialneeds@flyfrontier.com.

 

Customers Who Are Deaf/Hard of Hearing

Because it is sometimes difficult for our employees to know if you are unable to hear, identify yourself to one of our customer service representatives at the ticket counter and departure gate, as well as to our flight crew while onboard, so we can be sure to establish an acceptable means of communication to provide you with important flight information. If you need assistance at the airport, during boarding, or onboard the aircraft, let us know.

 

Customers who are Blind/Sight Impaired

At your request, we are happy to assist you to/from gates, with flight connections, with identifying inflight snacks, etc. Please let us know how we can assist you.

 

Traveling With a Service Animal

We accept service animals trained to assist passengers with disabilities in the cabin of our aircraft at no charge. Here are a few things to know about traveling with a service animal:

  • A health certificate is not required for service animals unless required by government regulations when traveling to an international destination.
  • Identification of a service animal, including one or more of the following, is required: 
    • Animal identification card
    • Harnesses, vests, capes or backpack with appropriate identification
    • Verbal assurance detailing what services the animal provides, as well as the training received


Your service animal must be properly harnessed for the duration of the flight(s). A proper harness is considered a collar and leash or guide dog harness. The animal may sit at your feet and may not sit in the aisle or another seat. If the animal is small enough, it may sit on your lap. If you are traveling with a service animal, you may not be seated in an emergency exit row.

NOTE: We reserve the right to refuse to accommodate an animal in the cabin if credible proof of service and training is not available or if the animal is considered aggressive or disruptive.

 

Traveling With a Therapeutic/Emotional Support Animal

We accept therapeutic/emotional support animals in the cabin of our aircraft at no charge under the following conditions:

  • Passengers are limited to three emotional support animals.
  • A written statement, current within one year, on letterhead from a mental health professional is required if you wish to travel with a therapeutic/emotional support animal. The statement must:
    • Include the date and type of the mental health professional's license and the state or other jurisdiction in which it was issued.
    • Include documentation that the individual providing the assessment is a licensed mental health professional and that you are under his or her professional care.
    • Verify that you have a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders—Fourth Edition (DSM IV).
    • Verify that you need the emotional support animal or psychiatric service animal as an accommodation for air travel or for activities at your destination.
  • Your seat space is limited to two emotional support animals so you may be required to purchase an additional seat to accommodate a third animal.

Your therapeutic/emotional support animal must remain under the control of you or a traveling companion for the duration of the flight(s). Only one properly harnessed animal may be out of a travel container. A proper harness is considered a collar and leash or guide dog harness. The animal may sit at your feet and may not sit in the aisle or another seat. If the animal is small enough, it may sit on your lap. If you are traveling with a therapeutic/emotional support animal, you may not be seated in an emergency exit row.

A health certificate is not required for therapeutic/emotional support animals unless mandated by a foreign country.

NOTE: We reserve the right to refuse to accommodate an animal in the cabin if requested documentation is not available or if the animal is considered aggressive or disruptive.

 

Allergy (Peanut or Pet)

Frontier Airlines acknowledges that some of our passengers suffer from mild to severe peanut allergies. For this reason, we do not want to create false expectations with regard to the aircraft environment. We are unable to guarantee a peanut or allergen-free flight, nor can we prevent other customers from bringing peanuts or products containing peanuts onboard our flights. Some inflight food offerings may contain trace amounts of nut ingredients, or may have been processed in facilities that handle nuts, including peanuts.Prior to making travel plans with Frontier, we urge you to speak with your health professional regarding risks of onboard exposure to any allergen.

Frontier does allow passengers to travel with pets in the cabin of our aircraft. These pets may include domesticated dogs, cats, rabbits, guinea pigs, hamsters, or small household birds. Therefore, we recommend that passengers with allergies to pets check with your health professional regarding risks of onboard exposure to any allergen. For more information on travelling with pets, visit our Traveling with Pets section.

 

Portable Oxygen Concentrator Onboard

Certain carry-on Portable Oxygen Concentrators (POCs) are approved by the Federal Aviation Administration (FAA) and Frontier for use on board the aircraft.

At this time, the only portable oxygen concentrators accepted and approved by the FAA for air transport and use onboard Frontier aircraft are:

 


NOTE: While the SeQual SAROS (26.8” length x 4.375” diameter) is an FAA-approved device, the device exceeds acceptable carry-on baggage dimensions described in this program; therefore, it cannot be carried onboard. The SeQual SAROS may be checked without charge.

For additional information regarding portable oxygen concentrators, contact these providers.


NOTE: A passenger may be responsible for expenses incurred by Frontier for such things as utilization of on-board emergency oxygen supplies or the diversion of a flight for medical attention in conjunction with items deemed the passenger's responsibility.

  • A POC is considered an assistive device and may be carried on the aircraft or checked without charge.
  • A POC may be carried onboard for use in the cabin or transported as checked baggage.
  • You should carry enough fully charged batteries to power the device throughout your entire journey including all ground time (between connections), the duration of the flight, and any unexpected delays. All batteries must be transported in carry-on baggage and packaged in a manner that protects them from physical damage and short circuits.
    • You should plan to bring a battery supply equal to at least 150% of scheduled flight time. For more information regarding travel with batteries, access the following link, provided by the U.S. Department of Transportation:http://safetravel.dot.gov/whats_new_batteries.html
  • Aircraft electrical outlets (plugs) are not available for use with any electronic device.
  • Prior to traveling, passengers must complete the Portable Oxygen Concentrator Medical Authorization Form 30881 (PDF)or obtain a medical statement from their physician addressing the points on the Frontier Medical Authorization form.

You must provide the completed and signed Frontier Portable Oxygen Concentrator Medical Authorization form or a medical statement at the airport. Customer service representatives and flight crews will ask to see the document prior to transport.

 

Other Respiratory Devices Onboard

Frontier allows the use of battery-powered respiratory devices (e.g., ventilator, respirator, CPAP machine) for use on board the aircraft. These devices must bear a sticker indicating they are approved for use on aircraft and meet FAA requirements.

  • A respiratory device is considered an assistive device and may be carried on the aircraft or checked without charge.
  • A respiratory device may be carried onboard for use in the cabin or transported as checked baggage.
  • You should carry enough fully charged batteries to power the device throughout your entire journey including all ground time (between connections), the duration of the flight, and any unexpected delays. All batteries must be transported in carry-on baggage and packaged in a manner that protects them from physical damage and short circuits.
    • You should plan to bring a battery supply equal to at least 150% of scheduled flight time. For more information regarding travel with batteries, access the following link, provided by the U.S. Department of Transportation:http://safetravel.dot.gov/whats_new_batteries.html.
  • Aircraft electrical outlets (plugs) are not available for use with any electronic device.
  • A medical authorization is not required.

 

Medical Oxygen Onboard

Cylinders of compressed or liquefied medical oxygen can't be accepted onboard or in checked baggage for any of our flights.

 

Customer of Size

Customers who are unable to lower both armrests and/or who compromise any portion of adjacent seat or aisle should book two seats prior to travel. The armrest is considered to be the definitive boundary between seats. Additionally, armrests (when fully lowered) are viewed as providing a measure of safety by restricting the seat occupant's lateral (side-to-side) movement.
It is Frontier's goal to ensure a safe, comfortable flight for everyone and to make every customer's travel experience pleasant from beginning to end.

At the Airport

We work to ensure our services are accessible to everyone. Our customer service agents are happy to assist passengers with special needs while in the airport terminal. Ask for assistance if you require a wheelchair or electronic cart ride through the concourse (where available) to get from one departure gate to another, or to help you reach baggage claim. At most airports you'll find display boards with flight and gate information. Our customer service agents will be happy to answer any questions or assist you in understanding this information.

 

Telecommunication Device for the Deaf (TDD)

Most airports offer TDDs. Please ask one of our customer service agents to help you find one.

 

TSA checkpoint

Every passenger must be screened at the Security checkpoint. If you have special needs that make it difficult for you to go through the normal screening procedure, the TSA professionals can perform a private search upon request. If you need to carry medicine or medical equipment on board the aircraft, accesswww.tsa.govfor information regarding permissible and prohibited items.

Boarding & Disembarking

Let us know if you need assistance boarding or exiting the aircraft. If you will be checking any assistive device prior to boarding, please be sure to have identification securely fastened to the device.

Wheelchair stowage onboard our aircraft

We'll accept one passenger's wheelchair in the cabin on Airbus aircraft in a priority stowage space on a first-come, first-served basis. The wheelchair cannot exceed a height of 40 inches, a length of 50 inches, a width of 13 inches, or weigh more than 70 pounds. The wheelchair can be accepted if it can be folded or collapsed to meet these dimensions.

Our customer service representative will make sure that you have the opportunity to board before the general boarding begins and our inflight crew will ensure your wheelchair is properly stowed in the last row of the aircraft. Upon arrival at the destination city, a customer service representative or flight attendant will bring your wheelchair to the front of the aircraft after all passengers have deplaned and will gladly assist you with disembarking.

When making your reservation or prior to travel, please make a request for the wheelchair to be stowed onboard to let us know you are coming. This request is for planning purposes only. You need to notify our customer service representative at the ticket counter at the time of check-in, and upon arrival at the gate area. First-come, first-served basis is based on notification at the airport.

We'll accept all other wheelchairs as checked baggage in the cargo compartment of the aircraft. Checked wheelchairs are accepted without a fee for all customers.

Refer to wheelchair batteries for transport requirements.

Additional Information

Frontier policies and procedures are in accordance with 14 CFR Part 382,Nondiscrimination of the Basis of Disability in Air Travel. A copy of 14 CFR Part 382 may be obtained from the U.S. Department of Transportation (DOT) by any of the following means:

  1. for calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities (including our hearing impaired customers) at 800-778-4838 (voice),
  2. by telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY),
  3. by mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave. SE, West Building, Room W96-432, Washington, DC 20590, and
  4. on the Aviation Consumer Protection Division's website

The DOT also publishes New Horizons, which provides planning assistance for passengers.

Please let us know how we can assist you to make your travel on Frontier safe and enjoyable.