Information about accessible travel to and from the USA

Please phone us at least 72 hours before your flight on 1-800-645-3880 so we can discuss and plan your additional support requirements. A text telephone is available for hearing-impaired passengers in North America: First dial 711 and then 800 645 3880 for relaying to the TRS (Telecommunication Relay Service).  This service is available 24/7, even on holidays. Please contact our booking staff with any questions or concerns.

Please read the various topics discussed below. If you still have a specific medical question, please contact the Lufthansa Medical Desk on 1-516-279-1768, which is available from Monday to Friday between 09:00 and 17:00 EST.

Contact your local Lufthansa office

Lufthansa is committed to handle your wheelchair or scooter (herein referred to as “mobility device”) with care. Despite our best efforts, mobility devices may sometimes be damaged or delayed.

-If you need to report a delayed or damaged mobility device during your trip please file a report online or contact lost and found at your destination airport:

​Create a report

-You may also request a reimbursement of expenses by completing this form:

Request a reimbursement

Additionally, in the event of any mishandling of your mobility device, please ask our crew members or ground staff to direct you to a Complaint Resolution Official (CRO).

Our CROs are available during operating hours at all our US destinations and in Frankfurt and Munich.  

Delay 
In case of a delayed return of your mobility device, you may choose between picking up the delayed mobility device at your destination airport or having it delivered to a reasonable location such as your home or hotel. 

We will reimburse transportation expenses to and from the airport that you incurred as a direct result of your mobility device being delayed. You may be required to submit documentation that substantiates the cost.

Loaner 
If your device has been mishandled on your flight, you have the right to receive a loaner wheelchair from us with customizations that meets their function and safety requirements as much as possible while you are waiting on returns, repairs or replacements for your mishandled device. If this is not possible, you can secure your own alternative loaner mobility device. The associated cost will be reimbursed within 30 days of your submission of the documentation substantiating the expense.

Repair or replacement 
In case of a damaged or lost mobility device, you will be offered the following options:

1. Lufthansa will handle the repair or replacement of the device, with a device of comparable function and safety at our expense. 
   
2. Arranging the repair or replacement of the device through your preferred vendor with Lufthansa having the responsibility to transport the device to the preferred vendor and to pay the vendor directly for the associated cost.

Reimbursement of the price difference for your ticket: 
If you are unable to take your originally planned flight because your mobility device cannot be transported and your new flight has a higher ticket price, we will refund you the difference in price. This applies if both flights take place on the same day, with the same airline and between the same airports.

For reimbursement, please contact our customer feedback Feedback and other contact forms | Lufthansa and submit these required documents:

• Dimensions of your mobility device

• Ticket price for the flight on which your mobility device could not be loaded

• Ticket price for the new flight.

We’ll do our best to accommodate your mobility device. To ensure that your mobility device fits through the cargo door, please check the door sizes of our aircraft:

If you have a hearing impairment, please contact us before your trip so we can make the necessary arrangements. The number of our relay service for phone calls from the USA is 1-866-846-4283 and is available from Monday to Friday from 08:00 to 24:00 EST and at weekends from 08:00 to 22:30 EST. If you cannot advise us in advance, our Lufthansa staff will be happy to assist you at the airport.

You can take your assistance dog with you on board Lufthansa flights free of charge. Please find out about the general requirements for taking an assistance dog into the aircraft cabin with you.

In the event of problems during your trip with Lufthansa, please ask our crew members or ground staff if you can speak with a complaint resolution official (CRO).

With their specialist training, our CROs have the sensitivity required and are familiar with all applicable Federal Aviation Administration regulations and laws, those of the Department of Transportation, the Air Carrier Access Act, and the Americans with Disabilities Act. They will be happy to deal with your concerns.

Our CROs are available during operating hours at all our US destinations and at the following locations in Germany: Frankfurt and Munich.

If you think that Lufthansa has violated any provision of Section 14, Code of Federal Regulations, Part 382, you can file an official complaint in accordance with the relevant procedure in Section 14 CFR Part 382.65 via the following channels:

By post:
U.S. Department of Transportation Aviation
Consumer Protection Division/C-75400
7th Street, SW
Washington, D.C. 20590
1-202-366-2220


Online:
Aviation Consumer Protection Division


US Department of Transportation hotline for people with disabilities:
If you have a time-sensitive issue with the service on your flight in connection with your disability that requires immediate attention, call 1-800-778-4838 (voice call) or 1-800-455-9880 (relay service) for support. This hotline is available between 07:00 and 17:00 EST from Monday to Friday.

Consult the full regulations in Part 382
If you require more detailed information, you can download a copy of Part 382. (PDF format; 641 KB)