- • Die Batterie kann am Rollstuhl oder an der Mobilitätshilfe angebracht bleiben, muss aber in diesem Fall sicher befestigt werden. Die Batteriepole müssen nicht getrennt werden, wenn sie bereits in einem Batteriebehälter untergebracht sind oder isoliert werden für die Vermeidung eines Kurzschlusses.
Passagiere mit Mobilitätseinschränkungen werden von Royal Air Maroc mit besonderer Aufmerksamkeit betreut. Wir sorgen für optimalen Komfort, Sicherheit und Unterstützung während dem Flug.
Bitte teilen Sie uns im Vorfeld mit, ob Sie eine Behinderung haben und wie viel Unterstützung Sie benötigen. Dadurch können wir Ihren Bedürfnissen am besten gerecht werden.
Neue U.S.-Vorschriften für den Transport von Passagieren mit beschränkter Mobilität
Royal Air Maroc bietet umfangreiche Dienstleistungen für Ihre Bedürfnisse (motorisch / auditiv / visuell und / oder mental): von Buchung, Einsteigen und Aussteigen über die Hilfe unseres qualifizierten Personals zu Dienstleistungen und Unterstützung an Bord.
Diese Dienstleistungen sind auf Royal Air Maroc-Flügen von und nach den Vereinigten Staaten verfügbar.
Neue US-Vorschriften:
Die neue US-Vorschrift 14 CFR 382 gilt für alle Flüge vom oder zum Flughafen New York (JFK). Die folgenden Flughäfen sind betroffenen:
Flughafen Mohammed V (CMN) Terminal 3 für Abflüge und Terminal 2 für Ankünfte. Flughafen New York (JFK) Terminal 1. Ein Exemplar der gesamten Verordnung kann kostenlos angefordert werden (auf Anfrage). Die Regeln können auch über den Link am Ende dieser Seite eingesehen werden.
Informationen
Bitte geben Sie Ihren Betreuungsbedarf mindestens 48 Stunden vor der Abreise an, damit wir eine auf Ihre Bedürfnisse zugeschnittene Betreuung während Ihrer Reise gewährleisten können.
Nach diesem Zeitpunkt können wir die Bereitstellung geeigneter Dienstleistungen nicht mehr garantieren.
BETREUUNGSSERVICE
Benötigen Sie besondere Betreuung?
Royal Air Maroc kann Ihnen individuell auf Ihre Bedürfnisse zugeschnittene Dienstleistungen anbieten.Gehbehinderung, Blindheit oder Teilblindheit, Taubheit oder Teiltaubheit, usw.
Wheel chair assistance
-
Book special assistance
If you need help getting around the airport or on board the aircraft, we are here to assist you. We can arrange a wheelchair at all served airports, or assist you if you are travelling with your own wheelchair or mobility aid.
To ensure appropriate assistance before, during or after your flight, we recommend informing us at the time of booking, or no later than 48 hours before departure. -
Assistance at the airport
For a smooth journey, please arrive at least 3 hours before your flight.
If you are departing from Mohammed V Airport in Casablanca, Morocco, please go to the PHMR counter in Terminal 1.
We can accompany you from check-in to boarding and, upon arrival, from the aircraft to your pick-up point. -
Traveling with a Wheelchair or Mobility Aid
Depending on their dimensions and weight, mobility aids may be checked into the hold.
Royal Air Maroc allows you to carry up to two mobility aids free of charge. They must be properly packaged to ensure protection during transport. For more information, please see below the dimensions and specifications of accepted wheelchairs and the conditions of carriage. -
Quota and type of assistance
To ensure flight safety, quotas apply depending on the type of assistance required for passengers with reduced mobility (PRM):
WCHR: No limit on the number of passengers.
WCHS & WCHC: The total number is subject to a restriction. This total is calculated by adding the number of WCHC passengers and half the number of WCHS passengers. This sum is limited depending on the aircraft type:
B787: 18 ;B767: 18 ;B73G: 7 ;B738 + MAX: 9 ;E190: 5;ATR: 4 -
Electric wheelchairs and powered mobility aid
The carriage of certain wheelchairs fitted with batteries is subject to specific safety rules.
You must therefore inform us, before your flight, of the type of battery used (including whether it is dry, wet, lithium, etc.), its power (in Watt-hours), as well as the wheelchair’s dimensions and weight.
Assistance for Deaf or hearing-impaired passengers
-
Making a reservation
If you are hearing-impaired and require assistance during your journey, please let us know when you make your reservation or contact us a few days before your flight. -
At the airport
For a smooth journey, please arrive at least 3 hours before your flight.
If you are departing from Mohammed V Airport in Casablanca, Morocco, please go to the PHMR counter at Terminal 1.
We can assist you from check-in to boarding, and upon arrival, from the aircraft to your pick-up point. Flight information is displayed on screens throughout the airport, as well as at the boarding gate. If your contact details were provided during booking or check-in, any change to the boarding gate or the time of your flight will also be communicated to you in real-time via email or SMS. -
On board
All of our safety videos are subtitled in French and Arabic. We can also provide you with individual safety instructions on board. If you have already contacted us, the crew will come and meet you. Otherwise, please do not hesitate to ask our crew for assistance. They will explain the safety procedures, show you the location of the exits, and advise you on how we can assist you. A member of our crew will inform you of the announcements made during the flight. -
In-flight entertainment
Many of the films and TV series we offer are subtitled.
Assistance for blind or vision impaired travellers
-
Making a Booking
If you are blind or visually impaired and require assistance at the airport or on board, we invite you to inform us at the time of booking, or no later than 48 hours before departure.
You are not required to travel with a companion unless your condition requires special assistance. If you are accompanied, specific fare conditions may apply. -
At the Airport
For a smooth journey, please arrive at least 3 hours before your flight.
If you are departing from Mohammed V Airport in Casablanca, Morocco, please go to the PHMR counter at Terminal 1.
We can assist you from check-in to boarding, and upon arrival, from the aircraft to your pick-up point. A personalized assistance service can be arranged from your drop-off point to the boarding gate, or upon arrival, from the aircraft to your means of transport.
Audio announcements will inform you of the key steps of your journey (boarding, gate changes, etc.), and our staff will be available at all times to assist you or answer your questions. -
On Board
You will be offered priority boarding and receive a personal safety briefing. The crew will explain safety instructions, indicate the location of the exits, and inform you how we can assist you throughout the flight.
A Braille version of the safety instructions will be provided on board. It contains all the essential safety information and highlights the key areas of the aircraft. This booklet is made available to you during the flight.
Upon request, our cabin crew can read the menu to you before the meal service and describe the layout of the items on your tray. -
Traveling with a Guide Dog
Your guide dog can travel free of charge.
Depending on the itinerary, they may also be allowed in the cabin.
• Please inform us of your dog's presence at least 48 hours prior to your flight so that we can make the necessary arrangements.
Required Documentation
For the transport of service dogs accompanying visually or hearing-impaired passengers, a medical certificate confirming the passenger's disability is required.
Flights to/from the United States
If you are traveling with a service dog on flights to or from the United States, you must provide duly completed copies of the U.S. Department of Transportation (DOT) Service Animal Attestation Forms.
Please consult and complete these forms:
• Air Transportation Attestation Form: www.transportation.gov/individuals/aviation-consumer-protection/service-animals/Air_Transportation_Form
• Relief of Service Animal Attestation Form: www.transportation.gov/individuals/aviation-consumer-protection/service-animals/Relief_Form
Specific Assistance for Passengers with Invisible Disabilities (Cognitive, Psychic, or Mental)
-
Organization and Booking
To benefit from the most appropriate assistance, it is imperative that you inform us of your specific needs when booking your ticket, and no later than 48 hours before departure.
Contact our services to organize:
- The type of assistance you require.
- The booking of adapted meals (gluten-free, vegetarian, etc.).
DPNA Code: If this code appears on your ticket, it is simply a standard reference used by the airline industry to communicate your specific needs to all our teams (airport, onboard) and the authorities. -
Traveling Alone or Accompanied: The Safety Imperative
The majority of people with cognitive disabilities can travel alone, provided they are capable of understanding and applying safety instructions.
Important Warnings:
Risks: Large airports involve complex and long routes (security checks, police, customs). In case of disorientation, flight disruptions (turbulence), or emergencies, the ability to follow instructions must be guaranteed.
Important Warnings:
Risks: Large airports involve complex and long routes (security checks, police, customs). In case of disorientation, flight disruptions (turbulence), or emergencies, the ability to follow instructions must be guaranteed.
Personal Assistance: Our onboard assistance does not include help with eating, taking medication, or assistance in the lavatories. -
Traveling Alone or Accompanied: The Safety Imperative
Although Royal Air Maroc is committed to providing optimal assistance, we insist on the need to realistically assess the traveler's autonomy in the face of the unpredictable nature and requirements of air travel. We strongly recommend that the person travels accompanied if they fall into one of the following situations: 1- Failure to Follow Safety Instructions: The person is unable to understand, retain, or follow essential safety instructions communicated by the crew (for example, during an emergency evacuation or severe turbulence). 2- Risk of Disorientation or Memory Loss: The disability leads to significant memory or orientation loss (for example, related to Alzheimer's disease). The risk of failing to apply instructions is then real. Example: Disembarking from the aircraft without waiting for the planned assistance can lead to serious consequences, such as the person becoming lost in the terminal or major difficulty in locating them. Personal accompaniment is the safest solution to guarantee the traveler's peace of mind and their safety throughout their journey. -
Assistance at the Airport and Onboard
At the Airport
Assistance is provided for travelers traveling alone. This allows you to:
- Move around the airport.
- Proceed with check-in and baggage drop-off.
- Be directed to formalities (police, customs, security).
- Get to the boarding gate and settle onboard.
Priority Boarding: You can request to board first to have more time to settle in comfortably. Transfer: The service is also available in case of a connection.
Onboard
Our cabin crew is specially trained to identify and assist passengers with cognitive or sensory needs, particularly in emergency situations.
Comfort: Eye masks and the option to use noise-reducing headphones (depending on the travel class). Ambient cabin lighting can be dimmed on long-haul flights.
Entertainment: Our system offers movies and series with CC.
Rollstuhlreservierung
Sind Sie gehbehindert? Rollstühle sind auf den von uns bedienten Flughäfen verfügbar. Unser qualifiziertes Personal steht Ihnen vom Check-in bis zum Einsteigen ins Flugzeug zur gerne zur Verfügung. Bitte buchen Sie den Rollstuhlservice mindestens 48 Stunden vor der Abreise, damit wir Sie optimal bedienen können.
Bitte lesen Sie alle unten stehenden Informationen sorgfältig durch. Es stehen 3 Kategorien von Rollstühlen zur Verfügung:
- WCHR (Rampe) - Sie können sich alleine fortbewegen, die Treppe hinuntergehen und sich in der Kabine bewegen.
- WCHS (Stufen) - Sie können sich selbstständig in der Kabine bewegen, aber Sie können nicht Treppen hinauf- oder hinuntersteigen.
- WCHC (Cabin) - Sie können sich nicht selbstständig bewegen.
Rollstuhlanforderungen
Mit auslaufsicherer Batterie / Trockenbatterie
Mit auslaufsicherer Batterie / Nassbatterie
- • Die Batterie kann am Rollstuhl / der Mobilitätshilfe befestigt bleiben oder abgenommen werden, wenn der Rollstuhl nicht während des gesamten Prozesses in senkrechter Position gehalten werden kann.
Unzerlegte auslaufsichere Batterie
- • Wenn die Batterie nicht entfernt wird, muss sie sicher am Rollstuhl oder an der Mobilitätshilfe befestigt sein. Die Klemmen müssen getrennt und mit einem Klebeband abgedeckt werden um einen Kurzschluss zu vermeiden.
Zerlegte, auslaufsichere Batterie
- • Wenn die Nassbatterie vom Rollstuhl getrennt wird, muss sie senkrecht in einer festen, starren und flüssigkeitsdichten Batterieverpackung aufbewahrt werden. Im Inneren muss die Batterie vor einem Kurzschluss geschützt und von einem ausreichend saugfähigen Material umgeben sein, um die gesamte darin enthaltene Flüssigkeit aufzusaugen.
Rollstuhl mit Lithiumbatterien
- Lithiumbatterien müssen unbedingt entfernt werden und geschützt in der Kabine unter Ihrer Obhut aufbewahrt werden.
Rollstuhl mit Flüssigbatterien
- Flüssigbatterien können nur transportiert werden, wenn sie für den Antrieb eines Rollstuhls verwendet werden. Wenn Ihre Gehhilfe mit einer Flüssigbatterie ausgestattet ist, müssen wir diese möglicherweise aus Sicherheitsgründen während des Transports entfernen. Sie können auch einfach die Gebrauchsanweisung des Herstellers mit zum Flughafen nehmen. Das erleichtert unsere Aufgabe.
Travelling with your own wheelchair or assistive device
To keep your wheelchair safely once entrusted at check-in, you must take some precautions:
- When booking, you will be informed by our Royal Air Maroc staff of the terms and conditions of acceptance of personal chairs: by type of chairs, depending on battery type (dry or wet / Lithium or not), size (length * width * height).
- Royal Air Maroc accepts wheelchairs, motorised or not, as well as mobility assistance devices, provided they comply with the regulations in force regarding the dimensions.
- To prevent any accidental use, please carry along the wheelchair manufacturer's instructions with you to the airport.
- Your presence or that of your companion is required for dismantling and reassembling your device.
- Irrespective of the type of your electric wheelchair, you must register it as a luggage when checking -in.
You can if necessary have your personal wheelchair until boarding. It will then be returned to you when your luggage is being delivered. Loading your wheelchair in the aircraft hold must meet certain requirements, in accordance with air transport regulations in force
Wheelchair Dimensions
| Height (cm) | Width (cm) | |
|---|---|---|
| B737-800/700 | 84 | 122 |
| B737 MAX | 88,9 | 121 |
| B787-8/900 | 170 | 269 |
| E190 | 85 | 109 |
Assistenz-Service
Telefon
00212 522 48 97 51
*Kosten für ein Ortsgespräch, wenn es sich um ein Inlandsgespräch handelt
*Kosten für ein Ortsgespräch, wenn es sich um ein Inlandsgespräch handelt
Öffnungszeiten
Montag bis Sonntag. Von 9 bis 18 Uhr.