Passeggeri con disabilità

Assistenza per passeggeri sordi o con problemi di udito

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.

Assistenza per passeggeri ciechi o ipovedenti

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

Assistenza specifica per i passeggeri con disabilità invisibili (cognitive, psichiche o mentali)

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.

Assistenza in sedia a rotelle

Prenotazione sedia a rotelle

Per garantire un'assistenza fluida dal check-in fino al vostro posto a sedere, vi preghiamo di richiedere assistenza almeno 48 ore prima della partenza.
Sono disponibili tre livelli di assistenza in base alle vostre esigenze:

- WCHR (Rampa): È possibile camminare all'interno della cabina e salire/scendere le scale in autonomia.
- WCHS (Scale): È possibile camminare all'interno della cabina, ma non è possibile salire o scendere le scale.
- WCHC (Cabina): È richiesta un'assistenza completa per tutti gli spostamenti.
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.

Requisiti per le sedie a rotelle

Con batteria rovesciabile / batteria a secco

La batteria può rimanere fissata alla sedia a rotelle o al dispositivo di mobilità, ma in questo caso deve essere saldamente fissata.
I morsetti della batteria non devono essere scollegati se sono già inseriti in un contenitore per batterie o isolati per evitare cortocircuiti.
Con batteria non rovesciabile / batteria al piombo con elettrolito liquido

La batteria può rimanere fissata alla sedia a rotelle / dispositivo di mobilità oppure essere rimossa quando la posizione verticale della sedia non può essere garantita durante tutto il processo.
Batteria non rovesciabile non smontata

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.

Dimensioni della sedia a rotelle

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

Viaggiare con la propria sedia a rotelle o dispositivo di assistenza

Per custodire in sicurezza la sedia a rotelle dopo averla consegnata al check-in, è necessario adottare alcune precauzioni:

Il personale Royal Air Maroc vi informerà sui termini e le condizioni di accettazione delle sedie a rotelle personali in base a:

- Tipo di sedia a rotelle
- Tipo di batteria (a secco, al liquido o al litio)
- Dimensioni (lunghezza $\times$ larghezza $\times$ altezza)

Condizioni di accettazione

- Le sedie a rotelle manuali, motorizzate e i dispositivi di mobilità sono accettati, a condizione che rispettino le normative vigenti sulle dimensioni.
- Le sedie a rotelle elettriche di qualsiasi tipo devono essere imbarcate come bagaglio al check-in.

Procedure in aeroporto

- Portare in aeroporto le istruzioni del produttore per evitare l'attivazione accidentale.
- Voi o il vostro accompagnatore dovete essere presenti durante lo smontaggio e il riassemblaggio del dispositivo.

Se necessario, potete utilizzare la vostra sedia a rotelle personale fino all'imbarco. Vi verrà restituita al momento della riconsegna dei bagagli. Il caricamento della sedia a rotelle nella stiva dell'aeromobile deve soddisfare determinati requisiti, in conformità con le normative di trasporto aereo in vigore.

Normativa statunitense per il trasporto dei passeggeri a mobilità ridotta

In conformità con le normative del Dipartimento dei Trasporti degli Stati Uniti (DOT) ai sensi della direttiva 14 CFR Part 382, i passeggeri con disabilità hanno diritto a specifiche tutele e diritti durante i viaggi aerei.

Come ottenere una copia della norma 14 CFR Part 382:

- Per telefono (USA): Numero verde gratuito: Voce 1-800-778-4838 | TTY 1-800-455-9880 , Aviation Consumer Protection Division: Voce 202-366-2220 | TTY 202-366-0511
- Per posta (USA):
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: Sito web della Aviation Consumer Protection Division: www.transportation.gov/airconsumer

In Royal Air Maroc ci impegniamo a rendere il vostro viaggio il più agevole e confortevole possibile. Se necessitate di assistenza in sedia a rotelle, vi invitiamo a informarci almeno 48 ore prima del volo. Sebbene il preavviso non sia strettamente obbligatorio, consente al nostro team di preparare al meglio il vostro arrivo e garantire un servizio tempestivo.

Come richiedere il servizio di sedia a rotelle:

- Online: Inviate una richiesta direttamente tramite il nostro modulo per i Servizi Speciali.
- Per telefono: Contattate il nostro Call Center al numero +212 522 48 97 97.
- In aeroporto: Richiedete l'assistenza direttamente al nostro personale presso il banco accettazione.

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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