Pasajeros con discapacidad

Asistencia para pasajeros sordos o con discapacidad auditiva

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.

Asistencia para viajeros ciegos o con discapacidad visual

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

Asistencia específica para pasajeros con discapacidades invisibles (cognitivas, psíquicas o mentales)

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.

Asistencia en silla de ruedas

Reserva de sillas de ruedas

Para garantizar una asistencia fluida desde el momento de la facturación hasta su asiento, le rogamos que solicite asistencia al menos 48 horas antes de la salida.
Hay tres niveles de asistencia disponibles en función de sus necesidades:

- WCHR (Rampa): Puede caminar dentro de la cabina y subir/bajar escaleras de forma independiente.
- WCHS (Escaleras): Puede caminar dentro de la cabina, pero no puede subir o bajar escaleras.
- WCHC (Cabina): Requiere asistencia total para todos los desplazamientos.
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.

Requisitos para sillas de ruedas

Con batería derramable / batería seca

La batería puede permanecer fijada a la silla de ruedas o al dispositivo de movilidad, pero en este caso debe estar asegurada firmemente.
No es necesario desconectar los bornes de la batería si ya están colocados en un contenedor de batería o aislados para evitar cualquier cortocircuito.
Con batería no derramable / batería húmeda

La batería puede permanecer fijada a la silla de ruedas / dispositivo de movilidad o extraerse cuando no se pueda garantizar la posición vertical de la silla durante todo el proceso.
Batería no derramable no desmontada

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

Dimensiones de la silla de ruedas

	Height (cm)	Width (cm)
B737-800/700	84	122
B737 MAX	88,9	121
B787-8/900	170	269
E190	85	109

Viajar con su propia silla de ruedas o dispositivo de asistencia

Para mantener su silla de ruedas de forma segura una vez entregada en la facturación, debe tomar algunas precauciones:

El personal de Royal Air Maroc le informará sobre las condiciones de aceptación de las sillas de ruedas personales en función de:

- Tipo de silla de ruedas
- Tipo de batería (seca, húmeda o de litio)
- Dimensiones (longitud $\times$ anchura $\times$ altura)

Condiciones de aceptación

- Se aceptan sillas de ruedas manuales, motorizadas y dispositivos de movilidad, siempre que cumplan con las normativas de tamaño vigentes.
- Las sillas de ruedas eléctricas de cualquier tipo deben facturarse como equipaje durante el check-in.

Procedimientos en el aeropuerto

- Traiga las instrucciones del fabricante al aeropuerto para evitar activaciones accidentales.
- Usted o su acompañante deben estar presentes durante el desmontaje y montaje de su dispositivo.

Si lo desea, puede conservar su silla de ruedas personal hasta el momento del embarque. Se le devolverá posteriormente junto con la entrega de su equipaje. El cargamento de su silla de ruedas en la bodega del avión debe cumplir con ciertos requisitos, de acuerdo con las normas de transporte aéreo vigentes.

Normativa estadounidense para el transporte de pasajeros con movilidad reducida

De acuerdo con las regulaciones del Departamento de Transporte de EE. UU. (DOT) bajo el Título 14 CFR Parte 382, los pasajeros con discapacidades tienen derecho a protecciones y derechos específicos al viajar en avión.

Cómo obtener una copia del 14 CFR Parte 382:

- Por teléfono (EE. UU.): Línea gratuita: Voz 1-800-778-4838 | TTY 1-800-455-9880 , División de Protección al Consumidor de Aviación: Voz 202-366-2220 | TTY 202-366-0511
- Por correo postal (EE. UU.):
Air Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave., SE.
West Building, Room W96-432
Washington, DC 20590
- En línea: Sitio web de la División de Protección al Consumidor de Aviación: www.transportation.gov/airconsumer

En Royal Air Maroc nos comprometemos a hacer que su viaje sea lo más fluido y cómodo posible. Si requiere asistencia en silla de ruedas, le recomendamos que nos lo informe al menos 48 horas antes de su vuelo. Aunque el aviso previo no es estrictamente obligatorio, permite a nuestro equipo preparar su llegada de la mejor manera y garantizar un servicio ágil.

Cómo solicitar el servicio de silla de ruedas:

- En línea: Envíe una solicitud directamente a través de nuestro Formulario de Servicios Especiales.
- Por teléfono: Contacte con nuestro Centro de Atención al Cliente en el +212 522 48 97 97.
- En el aeropuerto: Solicite asistencia directamente a nuestro personal en el mostrador de facturación.

Special assistance form

Please fill out the form below to request the specific assistance you will need.

Go to form

Go to form

Special assistance service

Phone

00212 522 48 97 51
*cost of a local call if dialed nationally

Opening hours

Monday to Sunday, from 9:00 a.m. to 6:00 p.m.

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