Special Assistance Service

SPECIAL ASSISTANCE SERVICE

Royal Air Maroc pays special attention to passengers requiring special assistance and strives to guarantee optimal conditions of comfort and safety throughout the trip.

Royal Air Maroc offers a wide range of services tailored to your needs (motor / auditory / visual and / or mental): to facilitate each step of your trip: when booking, assistance at the airport, during the flight, during connecting flights etc.

General booking conditions of our special assistance service

 -  To guarantee assistance tailored to your needs during your trip, please indicate your need for assistance at least 48 hours before departure.

After this period, we cannot guarantee the provision of appropriate services.

Refer to the guide corresponding to your need.

-       Requests for special assistance can be made online.

-       If your sate of health requires a medical clearance to be issued by Royal Air Moroc, the issuance of your ticket depends on this clearance. Once the travel authorisation has been given by the company, you can then pay your ticket.

-       Miles of the loyalty program Safar Flyer are not valid for payment of assistance services (stretcher, extra seat etc.), with the exception of the UM service which can be paid in Safar Flyer miles.

-       Code share flights: some Royal Air Maroc flights can be made by our partner airlines. Do not hesitate to contact our Call Centre or nearest RAM agency to confirm the possibility of offering the assistance required.

-       In some cases and depending on your state of health, you need to get a medical clearance from our medical department to travel. The presence of a companion may also be required.

Contact our special assistance service (click here ) or by e-mail disabled-passenger-services@royalairmaroc.com

Special ROYAL AIR MAROC Assistance service
 
Phone
00212 522 48 97 51 (cost of a local call if it is a national call)

Opening hours

Mondays to Sundays from 9 am to 6 pm

After 6 pm

Or visit your nearest RAM agency (consult the list)

RESERVATION OF WHEELCHAIRS

Is your mobility reduced?

We provide wheelchairs in the airports we serve.

Our dedicated staff is available to assist you in your movements from the check-in area until you board the plane.

To receive all necessary assistance during your trip, it is important to request the wheelchair service when booking at least 48 hours before departure.

Consult all the necessary information below.

 3 categories of wheelchairs are available:

My table caption

Type of wheelchair to request 

Level of mobility

How to book? (1)

WCHR (Ramp)

You can move alone, climb / go down stairs and move in the cabin.

Please contact our call centre directly (access here) or go to the nearest Royal Air Morocco agency (access here)

WCHS (Steps)

You can move alone in the cabin but you cannot climb or go down stairs?

Please contact our call centre directly (access here) or go to the nearest Royal Air Morocco agency (access here)

WCHC (Cabin)

You cannot move alone?

Please contact our call centre directly (access here) or go to the nearest Royal Air Morocco agency (access here)

(1) NB 

A medical clearance to be issued by our Royal Air Maroc medical service and the presence of a companion during the flight may be required in some cases

-          The wheelchair request service is available on all Royal Air Maroc flights (domestic and international network), in all travel classes.

-          If you are obliged to travel lying down, please book for a stretcher.

-          From 10 passengers travelling on wheelchairs, a clearance to be delivered by the Company will be required: for more information, visit your agency or contact our call centre.

Fee 

-       The provision of a wheelchair by Royal Air Maroc is free.

-       Items needed for your mobility (such as wheelchairs, a pair of crutches, orthopaedic devices) will also be transported free of charge in the hold provided they meet the standards in terms of volume, weight, size (know more).

Quota 

-          For some types of devices and chairs, the number of cabin seats is limited. Book this service well in advance to benefit from it.

Seat 

-       For easy access, we will endeavour to put you on a seat with removable armrests.

Information

-          When booking and to prepare for your trip calmly, our Royal Air Maroc staff is entirely at your disposal to provide you with all the information : location of seats with movable armrests, unallocated seats, limitations on the possibility of loading mobility equipment or other aids, in the cabin or in the aircraft hold including the loading of  wheelchairs...

AIRPORT

Our staff is particularly qualified and trained on different types of handicaps and disabilities as well as their care.

Check-in

If your request was made at least 48 hours before departure, our special assistance service will help you in your movements and proceed to check you in with your luggage and mobility equipment.

-       Reporting time: we recommend that you report at least 90 minutes before the close of check-in, so as to arrange the assistance you need.

-       Priority check-in :

  • You will benefit from priority check-in. Report to one of the check-in counters of your travel class. If you are a holder of our Safar Flyer Ambassador / Gold / Silver card, you will be checked in at the Business class counter.
  • At the Casablanca Hub, report to the “Special Assistance” area if you checked in at Terminal 1: you will be assisted by our dedicated staff for all necessary check-in formalities.

-       Luggage 

-       Checked baggage 

-          In addition to your baggage allowance authorised on your ticket, you can carry free of charge in the hold: a wheelchair (consult the acceptance conditions (1) or any other orthopaedic device, which will be delivered to you first.

-          In case of loss or damage of your wheelchair or mobility aid equipment, you shall be covered in accordance with the regulations in force. We recommend that you purchase travel insurance suitable for the equipment you are carrying.

-       Cabin baggage: in addition to your cabin baggage (which should not exceed 10 kg and the dimensions must not exceed 55 x 35 x 25 cm), you can transport free of charge a device such as a POC: oxygen concentrator for respiratory failure (consult the conditions of acceptance of POC here) or prosthetic device. Walking sticks / crutches are also accepted as cabin baggage.

Travelling with your own wheelchair or assistive device

General acceptance conditions for personal wheelchairs

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 with spillable battery / dry battery

 The battery can remain attached to the wheelchair or mobility device but in this case it must be securely fastened.

  • The battery terminals do not need to be disconnected if they are already put in a battery container, or isolated to avoid any short-circuit.

 Wheelchair with non-spillable battery / Wet battery

  • The battery can remain attached to the wheelchair / mobility device or be removed when the vertical position of the chair cannot be guaranteed throughout the process.

Non-disassembled non-spillable battery

  • When the battery is not removed, it must be securely attached to the wheelchair or the mobility device.
  • The terminals must be disconnected and covered with an adhesive tape to avoid any short-circuit

Disassembled non-spillable battery

  • When separated from the chair, the wet battery must be placed in a vertical position in a solid, rigid and fluid-tight battery packaging.
  • Inside, the battery must be protected from any short circuit and surrounded by a sufficiently absorbent material to soak up all the liquid it contains.

Wheelchairs with lithium batteries

They should be removed in all cases and kept protected in the cabin under your care.

Chairs with liquid batteries

Liquid batteries can only be transported if they are used to power a wheelchair. If your mobility aid uses a liquid battery, we may be forced to remove it for safety reasons during transportation. To simplify our task, do not hesitate to bring the manufacturer's instructions with you to the airport.

- Recommended reporting time: It is preferable to go to the airport well in advance to calmly go through the check-in formalities.  This applies particularly to foreign airports if you have never been there.

It is recommended to report at the airport at least 02 hours before your departure time.

Boarding

-       Once you have checked in, our staff will assist you from the customs formalities until you board the plane.

-       To enable you sit comfortably and put your equipment in racks reserved for this purpose, you will be pre - boarded except there is an operational necessity.  We will make a priority boarding announcement at the boarding gate.

On board

-       Our crew will be at your disposal if you need help to :

  • Keep your hand luggage when boarding
  • Moving between your seat and the toilet
  • During meals, for the opening of certain containers and food identification

-       Our crew is not authorized to administer injections or drugs.

-       Meals: if the request was made when booking, a special meal adapted to your diet (food without salt, sugar etc.) will be served you first.

-       Wheelchairs, called "cabin transfer chairs "are available on board some of our aircrafts to facilitate your movements from the cabin to / from the toilet. Please ask our crew.

-       Walking sticks / crutches should be kept under your seat before takeoff and landing. They should be laid flat on the ground, without blocking the passage or emergency exits.

Arrival:

Upon arrival, you will be assisted by our staff to leave the plane last.

If this was requested when booking, you will be assisted by a dedicated agent who will retrieve your checked baggage and your mobility equipment, which will be delivered first.

You will also be escorted until you leave the airport.

If you have to continue on another flight to your destination, if you are using a multi-leg (end to end) ticket, a dedicated agent will accompany you to the connecting flight area until you are taken over by the dedicated agent of the onward flight company.

UM SERVICE

Let your children travel 

Is your child travelling alone? At the airport, on board or by connecting flight, our Royal Air Maroc staff will assist him and ensure his safety and comfort.

Aware of the importance and the responsibility of this task, be rest assured that we will take all necessary measures to ensure your child travels in comfort.

Specific conditions apply for the care of unaccompanied children depending on the age group.

Age

Can you use our UM service?

Less than 4 years 

The UM service is not available. Your child must travel with a companion who is aged above 18. *

Between 4 and 12 years 

The UM service is mandatory for an unaccompanied child.

Your child will be accompanied by one of our agents from check-in until boarding, and then shall be entrusted to our hostesses on board. Once at the destination airport, your child will be handed over.

Between 12 and 16 years 

The UM service is available on request but not mandatory.

(*) The companion may be below 18 years of age in the case of the father, mother or legal guardian,

The following guide will give you all the information on how we care for your child as well as what is required of parents / guardians.

1-  Between 4 and 12 years 

Your child is between 4 and 12 years and has to travel alone?

Get all information on our special assistance service reserved for unaccompanied children (UM) to ensure their safety and comfort throughout the trip.

In requesting our assistance service for your child (UM Unaccompanied Minor), he can thus travel safely, without being attended to by an adult (parents or family members).

They will thus benefit from the UM service that ensures your child receives constant attention and support from the company staff, from check-in until he is received on arrival by the person you would have designated.

Booking the service  

  • Time limit: Apply for this service at least 48 hours before the departure date.
  • Fee:

-       Enjoy our UM service, which is free on all our domestic flights all year round!

-       The UM service is however not free on international flights for unaccompanied children aged 4 to 12.  Available all year round, you apply for it when booking

-       The UM service has a specific fee to be paid as you book the flight: contact our call centres or visit your nearest agency.

  • Booking formalities  

You can book our “UM Special assistance " service only through our call centres (consult the list here) or at our Royal Air Maroc agencies and travel agencies.

This service is not available on our website www.royalairmaroc.com.

If you buy a ticket for your child via the Internet and he is aged between 4 and 12, you will need to pay the UM service at the agency or by contacting our call centre.

Download and print the following documents which must be presented on the day of travel:

-       An UM route sheet indicating all the information about your child and his itinerary, which will allow us to take all necessary steps to watch over your child.

-       A disclaimer. You can download the form here.These forms are also available at our agencies (consult the list of RAM agencies)

-       Rules can be applied for unaccompanied minors in some countries. Check with the authorities concerned.

  • Quota: The number of beneficiaries for this exception is limited depending on the type of device. For this, do not hesitate to request this service well in advance.
  • Meals: When booking, remember to request for a Kid's meal 48 hours before departure.
  • Seat   

-          Book the flight well in advance to have a wide choice of seats.

-          Children travelling as UM will not be put on the emergency exit-row seats

  • Conditions of acceptance 

-          Children aged 4 to 12 at the commencement date of the trip may travel alone (without being accompanied by an adult) by subscribing to the UM assistance service and be accompanied by an attendant of the company). The UM service is mandatory for children aged 4 to 12 and optional for those aged 12 to 16.

-          If your child has a medical condition, consult our "medical clearance" section. In some cases, a medical clearance is required and the child may not travel as an UM.

-          UMs cannot be allowed to board a flight without the required documents and they must be accompanied by their parents / guardians at both departure and arrival.

-          The ticket must be confirmed throughout the itinerary.

-          A child travelling as UM cannot travel with a pet.

  • Preparing for the trip :

-          Before the trip, we recommend that you talk to your child and explain to him clearly how the flight will look like: care by the Royal Air Maroc ground staff, assistance by the hostesses on board the aircraft. In this way, your child will be reassured and can travel completely relaxed.

-          Educate your child that the UM pouch that will be placed around his neck, must not be removed throughout the trip.

-          Acceptance rules of cabin baggage also apply to your child's cabin baggage. (access the link)

-          Avoid putting any valuable thing inside and remember to put his favourite blanket or toy. 

Airport

Check-in 

We first check-in any child travelling as an UM (Unaccompanied Minor). To do this, you just need to go to one of our counters (Business class) in the different airports we serve.

In order to check in your child on the flight, the person accompanying the child will be asked to submit the following to the check-in agent:

  • The UM route sheet (fact sheet) and the disclaimer duly filled and signed.  (download here).

Submit three copies of each of these documents for each stage of the flight until the final destination.

The UM route sheet contains

-          The personal information of your child as well as his flight number,

-          The names and addresses of the people who will meet your child at the destination,

-          The signed authorization from the parent or guardian of the child.

  • a valid personal identification document  of the person accompanying the child. Only original documents are accepted (no photocopies):

-       Your child should be in possession of current travel documents of the country of destination (passport and possibly a visa and a vaccination certificate). Always contact the local authorities of your child’s country of destination or departure to inform you about the regulations, documentation and visas they will need to travel. 

NB: Check-in at the self-service kiosks is not allowed.

-          To ensure the safety of your child, the information sheet must be signed on arrival by the person expressly designated to pick up the child.

-       Luggage 

  • Cabin Baggage: Acceptance rules of cabin baggage also apply to your child's cabin baggage. (access the link)
  • Avoid putting any valuable thing inside. To ensure a comfortable flight for your child, remember to pack warm clothing, medication, his favourite blanket / toys /games and some basic needs (wet wipes etc.)
  • Also put some candy or chewing gum to suck or chew during takeoff and landing. Since children's ears are very sensitive to pressure changes, this will avoid any discomfort.
  • Your child's checked baggage will be delivered first on arrival. 

-       An identification pouch is placed around the neck of the child

Your child will have to wear it throughout the trip.

-       Reporting for check-in

  • Please report early enough for check-in; at least two hours before the departure of the flight.  In this way, all documents submitted will be checked.
  • During peak periods (end-of-year holidays, school holidays etc.), we recommend that you report early enough at the airport which is likely to be crowded.
  • Royal Air Maroc will take responsibility for unaccompanied minors only 30 minutes before check-in closes.
  • You are also requested to remain at the airport until your child's flight takes off.  After takeoff, stay reachable. In this way, Royal Air Maroc will contact you in case of any irregularities as the flight progresses.

Note: The UM service will not be guaranteed if you wait until the day of the flight to request for the service

 Boarding

- Once your child has checked in, a Royal Air Morocco agent will take care of him; assist him from the customs formalities to boarding, where he will be entrusted to our staff on board who will take charge.

- To ensure maximum comfort for unaccompanied minors (UM) during their wait before their flight, an area has been specially designed for them at the Casablanca airport. Located in the bonded departure area, our UM lounge is designed to allow children rest and play before the flight (television screens, games consoles).  This area has all the necessary amenities to ensure that each child feels comfortable: comfortable chairs, television screens, games (Play Station 3) books ... Photos.

-  We will ensure that your child enjoys his flight

- Your child will also be boarded first. This will allow us to sit your child comfortably and put his hand luggage in the racks dedicated for this purpose.

- If your child has a connection at Casablanca airport, he will remain under the supervision of our Royal Air Maroc staff. In the case where the connection requires accommodation (duration more than 8 hours), Royal Air Maroc will not accept UMs.

- Be rest assured that Royal Air Maroc will pay special attention to your child throughout his trip.

On board 

- Once seated on board by one of our hostesses, your child will be constantly attended to throughout the flight. Our crew will ensure that your child will have everything he needs during the flight. He will also be well attended to during meals and when moving in the cabin.

- If the request was made when booking, your child will be served a kid’s meal, adapted to his tastes and needs.

- We will endeavour to offer your child an activity pack " Univers Magique " with many toys and games appropriate for his age (less than 2 years, between 3 and 6 years, between 7 to 12 years) to allow him play and have fun.

- Depending on the duration of the flight, he can watch many movies, cartoons and short films. 

- Once the plane lands, we will ask your child to please remain seated until he is attended to by our staff.

Upon arrival

Throughout the Arrival stage, your child will be assisted by our ground staff.             

They will assist your child with the formalities and procedures on arrival and will retrieve his luggage, which will be delivered first.

Your child will be handed over only to the person mentioned on the document filled at the departure station.

The details of the person to pick up the child must be duly mentioned on the UM route sheet. 

Between 12 and 16 years

This service is optional (and is paid for) if the child is aged between 12 and 14. You can apply at your Royal Air Maroc agency or at our call centres (link to access the list).

Less than 4 years: the UM service is not available. Your child must travel with a companion aged over 18.

Reservation

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Hotels

Cars

With Royal Air Maroc, you can book your car hire online for all our destinations and many others around the world. Our partnerships with Europcar and Holiday Autos guarantee you the best rates for your leisure and business car hires.

In addition, Safar Flyer customers can earn Miles and take advantage of great discounts.

Please note : When using this service, you will be redirected to the websites of our partners responsible for all aspects of this service.

Europcar

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