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. For hearing-impaired passengers in the USA, a relay service is available on 1-866-846-4283 from 08:00 to midnight EST on weekdays and from 08:00 to 22:30 EST at weekends. 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 using the following contact details (Monday to Friday: 09.00–17.00 hours):
Tel: ​+1-516-279-1768
E-Mail: ​nycmedicaldesk@dlh.de

On Lufthansa flights you can either check in your battery-driven mobility aids as baggage or take them with you in the cabin. Battery-driven mobility aids include respirators, CPAP machines (Continuous Positive Airway Pressure), portable oxygen concentrators and ventilators. Passengers with disabilities who use a FAA-approved personal respirator/ventilator are permitted to take their equipment (including non-spillable batteries) on board. The battery power must be sufficient for 150% of the maximum flight duration.

Lufthansa permits the carriage of battery-driven mobility aids that use both spillable and non-spillable batteries. The batteries must be clearly marked “SPILLABLE” or “NON-SPILLABLE” so that our staff can deal appropriately with each type of battery. Batteries that show signs of damage or leakage may be refused.

If you cannot inform us in advance, Lufthansa staff will be happy to help you at the airport to store your mobility aids in the 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 and knowledge 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, Munich and Dusseldorf.

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.

You can find further information about the US Department of Transportation on .

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)