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.
Passengers with reduced mobility
Royal Air Maroc pays particular attention to passengers with reduced mobility and ensures optimum comfort, safety and support during the trip.
We request that you inform us in advance regarding any disability you have and the level of assistance you require so that we can best accommodate your needs.
Assistance for Deaf or hearing-impaired passengers
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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
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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)
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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.
Wheelchair assistance
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Wheelchairs reservation
To ensure smooth support from check-in all the way to your seat, please request assistance at least 48 hours before departure.
Three assistance levels are available based on your needs :
- WCHR (Ramp): You can walk inside the cabin and climb/descend stairs independently.
- WCHS (Steps): You can walk inside the cabin, but cannot manage stairs.
- WCHC (Cabin): You require full assistance for all movements. -
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.
Wheelchair Dimensions
| Height (cm) | Width (cm) | |
|---|---|---|
| B737-800/700 | 84 | 122 |
| B737 MAX | 88,9 | 121 |
| B787-8/900 | 170 | 269 |
| E190 | 85 | 109 |
Wheelchairs requirements
With spillable battery / dry battery :
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.
With lithium batteries :
They should be removed in all cases and kept protected in the cabin under your care.
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.
Travelling with your own wheelchair or assistive device
To keep your wheelchair safely once entrusted at check-in, you must take some precautions :
Royal Air Maroc staff will inform you of the terms and conditions for accepting personal wheelchairs based on :
- Type of wheelchair
- Battery type (dry, wet, or Lithium)
- Dimensions (length $\times$ width $\times$ height)
Acceptance Conditions
- Manual, motorized wheelchairs, and mobility devices are accepted, provided they comply with current size regulations.
- Electric wheelchairs of any type must be checked in as baggage at check-in.
Airport Procedures
- Bring the manufacturer's instructions to the airport to prevent accidental activation.
- You or your companion must be present for the dismantling and reassembling of your device.
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
U.S. regulations for the transport of passengers with reduced mobility
In accordance with U.S. Department of Transportation (DOT) regulations under 14 CFR Part 382, passengers with disabilities are entitled to specific rights and protections when traveling by air.
How to obtain a Copy of 14 CFR Part 382 :
- By Phone (U.S.) : Toll-Free Hotline : Voice 1-800-778-4838 | TTY 1-800-455-9880 , Aviation Consumer Protection Division : Voice 202-366-2220 | TTY 202-366-0511
- By Mail (U.S.) :
Air Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave., SE.
, West Building, Room W96-432
Washington, DC 20590 - Online : Aviation Consumer Protection Division Website : www.transportation.gov/airconsumer
At Royal Air Maroc, we are committed to making your journey as smooth and comfortable as possible. If you require wheelchair assistance, we encourage you to inform us at least 48 hours before your flight. While advance notice is not strictly required, it allows our team to best prepare for your arrival and ensure prompt service.
How to Request Wheelchair Service :
- Online : Submit a request directly through our Special Services Form.
- By Phone : Contact our Call Center at +212 522 48 97 97.
- At the Airport : Request assistance directly from our staff at the check-in counter.
Important Note :
The information above is primarily for flights originating or terminating in the United States.
For flights within Morocco or other international destinations, please refer to the specific regulations and assistance options provided by Royal Air Maroc.
Special Assistance Form
Please fill out the form below to request the specific assistance you will need.
Assistance service
Phone
00212 522 48 97 51
*Cost of a local call if it's a national call
*Cost of a local call if it's a national call
Opening hours
Monday to Sunday. From 9 am to 6 pm.