Customers With Limited Mobility & Impairment

Our special assistance offers customers with mobility and impairment issues, a seamless and hassle-free experience. Some of the needs we cater to are listed below in detail:

If you require wheelchair assistance, you can do so while making your booking on the website. In case you have already made a booking, you can request for wheelchair assistance from -

• ‘Manage My Booking’ section on the Vistara website
• Calling our 24 x 7 Customer Service Centre
• By writing to specialservices@airvistara.com between 7 am and 11 pm

We request you to inform us at least 48 hours prior to flight departure time. Vistara will accommodate requests made within 48 hours from departure on a best effort basis.

As a special gesture, we offer free transport of customers’ personal wheel chairs. We take on board manual/collapsible wheelchairs, and battery-powered models with non-spill batteries. Other wet battery models will fall in the category of checked-in baggage. Batteries need to be disconnected, insulated and sealed as per standard aviation security requirements.

If you have opted for Wheelchair Assistance and have not received an email confirmation yet, please enter your details below to receive the same: 

*An e-mail confirmation will be sent out to the registered email ID mentioned at the time of booking. You can modify passenger details from the Manage My Booking section.

Customers with sight disabilities can travel with or without a sighted companion. If you would like wheelchair assistance or help with directions and/or navigating the terminals, please inform our staff at the counters. Advance notice of your request, at least 48 hours prior to departure makes it easier for us to make suitable arrangements to ensure a seamless travel experience.

• TSAL would request Customers with visual/hearing Impairment to check in early for their flight for a hassle-free experience If Customer declares independence in mobility within the airport and doesn't require any staff for assistance, the Customer must ensure to be present at the designated boarding gate at the boarding time advised to him verbally by the staff.
• If a visually impaired customer requires assistance at the airport, they must get in touch with our Ground Staff at the airport check-in counter.
• Please note that our boarding gates close 20 minutes prior to the scheduled departure time, post which boarding is not allowed.
• Since some of the airports are silent airports, there would not be any sort of announcements made.
• Such Customers will be boarded first.
• Our cabin crew will not be able to provide any assistance in feeding such Customers or provide lavatory assistance.
• Due to safety regulations, the Customer with visual/ hearing impairment will not be allocated an exit row seat.

Our staff and cabin crew are happy to help and extend assistance to partially or fully visually impaired passengers in navigating terminals and moving through procedures. Additionally, we permit guide dogs on our aircraft, subject to standard aviation requirements:

• If any country or territory on the route prohibits the entry of dogs, carriage will be refused.
• The customer must ensure that all government regulations and documentation requirements for uplift, transit and disembarkation of the guide dog for all stations are complied with.
• Vistara does not accept AVIH (animal in hold).
• Please ensure the canine is fully trained, vaccinated and on a proper harness.
• Please ensure a muzzle for the dog. (Mandatory)
• Please carry a hygienic moisture absorbent mat to be used for the cabin floor.

Customers with hearing impairments will be provided a special ‘meet and assist’ service on arrival and departure of flight, if requested. If you require such a service, we request you to inform us of this need at check-in or through the Customer Service Centre prior to your scheduled flight date.

Please note that the policy might be different for a variety of carriers. If you are connecting to any of our interline and codeshare partners, kindly contact them directly as they may have different processes.

If a hearing-impaired customer requires assistance at the airport, they must get in touch with our Ground Staff at the airport check-in counter.

Important Notice

Vistara does not refuse carriage of any person on the basis of disability and/or reduced mobility. However, in case, Vistara perceives that the health of such a passenger may deteriorate in-flight, the said passenger will have to be examined by a Doctor in person - who shall in his/her opinion, categorically state the medical condition and whether the passenger is fit to fly or not. After obtaining the medical opinion, Vistara shall take an appropriate decision on the carriage of such passengers. In case of refusal of carriage, the passenger will be informed of the reason in writing immediately.