Ethiopian Airlines is committed to providing safe, convenient, and comfortable service. This guide helps you plan your trip if you’re a passenger with a disability.
Note
These services apply only to Ethiopian Airlines flights to/from the USA. If you're flying with another airline, contact them directly as policies may differ.
We recommend requesting special services (e.g., wheelchair assistance) when you book.
You’re not required to disclose your disability. But the more detail we have, the better we can prepare.
If you can’t use our website due to a disability, call us. We’ll offer you web-based fares over the phone with no service fee as an accommodation.
Reservation contacts:
● Washington D.C.: 1-800-445-2733
For hearing impaired: 1-800-828-1120 (Telephone Relay Service)
● Addis Ababa: +251 11 617 9900
● Online: EthiopianAirlines.com
To request special assistance online:
● During booking: select your needs in the ‘passenger information’ section.
● After booking: update your reservation or send your request through the site.
We recommend booking as early as possible.
Notice and check-in times for specific needs:
● In-flight medical oxygen (provided by us):
Notify us 72 hours in advance and check in 1 hour early.
● Personal respiratory equipment (e.g., CPAP, POC):
Notify us 48 hours in advance and check in 1 hour early.
● Stretcher, service animal, or incubator travel:
Notify us at least 48 hours in advance and check in 1 hour early.
Also notify us 48 hours in advance if you:
● Need to hook assistive devices to aircraft power (not guaranteed)
● Travel with hazardous materials (e.g., certain batteries)
● Have severe vision and hearing impairments
● Need onboard wheelchair use
● Need packaging for batteries or other devices
Boarding assistance:
If a wheelchair lift or ramp is needed, arrive 1 hour early for boarding.
We also recommend contacting us if you:
● Need wheelchair support
● Need help transferring into your seat
● Need specific seat arrangements
If you’ll use a battery-powered respiratory device in-flight, notify us at least 48 hours before departure. We’ll confirm flight duration and help calculate how many batteries are needed.
Accessible seating is available on request. Please contact us at least 24 hours before departure.
Types of accessible seating:
● Bulkhead seats: Usually in the first row, with more legroom.
● Movable aisle armrest seats: Easier for transfers.
● Designated disability seats: Reserved for customers who:
○ Use an aisle chair and can’t transfer over a fixed armrest
○ Have service animals
○ Have a fused or immobilized leg
○ Travel with a safety assistant or care attendant
Note: Aircraft changes may affect seat assignments. We’ll do our best to accommodate you.
Our staff can help with boarding, deplaning, and flight connections.
Connecting flights:
If you’re non-ambulatory and have a long layover, we recommend traveling with a companion.
Pre-boarding:
Let the gate agent know you need assistance.
Boarding support includes:
● Equipment for those unable to use stairs
Safety briefings:
● Individual briefings are available.
● Captioned video briefings and Braille safety cards are available on request.
Carry-on support:
● Crew can help stow and retrieve carry-on or assistive devices.
On-board wheelchair use:
● Aircraft flying to/from the USA have onboard wheelchairs for lavatory access.
● Flight attendants help with the chair, but not with lavatory functions.
Other assistance:
● Crew can identify food, slice meals, and open packages.
● Crew cannot assist with eating, hygiene, lifting passengers, or giving medical aid.
If you need this support, please travel with a personal care attendant.
Airport wheelchairs:
Our staff can assist with boarding, deplaning, and transfers.
Priority goes to those who requested a wheelchair in advance. Delays may occur during peak times.
Checking your wheelchair:
● All assistive devices are accepted, including electric wheelchairs.
● You can check your personal wheelchair at the gate.
● It will be returned as close to the aircraft door as possible, fully assembled (where allowed by law).
If your layover is short, you may not receive your wheelchair between flights. Consider using our wheelchair service or booking a longer connection.
Tips for checking electric wheelchairs:
● Attach clear handling instructions (e.g., switching to manual mode, removing parts).
Label your wheelchair battery clearly as spillable or non-spillable.
Spillable (wet-cell):
● We’ll disconnect and protect the terminals
● Battery may be removed and packaged
Non-spillable (dry-cell, gel-cell):
● We'll tape battery posts
● Battery may be removed if upright storage isn’t possible
We do not transport damaged or leaking batteries.
A dedicated cabin closet is available to store one folding manual wheelchair (max: 13” x 36” x 42”), without removing wheels.
Passengers who pre-board may store their wheelchair here, ahead of other cabin items. This is in line with safety and security rules.CROs are available at Addis Ababa Bole and Washington Dulles airports.
Ask any staff member to contact a CRO for you.
More Information:
For the full U.S. regulation on disability rights in air travel (14 CFR, Part 382):
● Call (U.S. only):
○ 1-800-778-4838 (voice)
○ 1-800-455-9880 (TTY)
● Call (DC office):
○ 202-366-2220 (voice)
○ 202-366-0511 (TTY)
● Mail:
Air Consumer Protection Division
C-75, U.S. Department of Transportation
1200 New Jersey Ave., SE, Washington, DC 20590
● Website: airconsumer.ost.dot.gov
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