Special Assistance

General

• Incapacitated passengers are those with a medical, physical or mental condition who require individual attention, not given to passengers normally during (dis) embarkation, during flight, ground handling and or in case of an emergency evacuation.
• The need for individual help shall become apparent when the passenger, family or a doctor makes a request, or when abnormal physical or mental conditions are observed and reported by airline staff or agents.
• To assure that the appropriate service shall be delivered; it is essential that sales agents- by- asking- shall verify with the passenger whether the available service(s) meet(s) all customer needs.
• Incapacitated passengers including WCHCs, shall travel alone on Air Zimbabwe flights as long as they are self-supporting.
• In order to make sure that the assistance requested can also be provides, incapacitated passengers shall make their special service request at the time of reservation at least 48hrs in advance.
• To assure that appropriate service shall be delivered, it is important that the sales agent-by-asking- verifies with the passenger, whether the available service(s) meet(s) the entire customer’s needs. The use of the correct SSR codes in the reservation records is essential in order to deliver prior service.
• All service requests for arriving flights are also mentioned in the PSM.
• Incapacitated passengers have seating priority over other passengers.
• Ground staff or cabin crew shall assist passengers who need assistance at embarkation or disembarkation. To avoid falling, the staff concerned shall climb the steps behind the passenger embarkation, and descent in front of the passenger on disembarkation.
• Incapacitated passengers and their escorts shall normally embark first and disembark last.
• Local situation and transfer time permitting passengers travelling with their own manually driven wheelchairs shall be given the choice of other using station/airport wheelchair, or using their own wheelchair to/from the gate.
• When requested, ground staff shall help the incapacitated passengers through immigration and with the delivery of their baggage.
• Whenever a passenger in a wheelchair has to wait for pick-up by the ground staff, whether in the aircraft or at the gate, staff shall inform the customer about the expected waiting time.
• Ground staff providing wheelchair services shall offer a WCHC passenger to pass by an airport toilet accessible for wheelchairs prior boarding. Passenger shall be able to use such toilet without the help of ground staff.
• Stretcher cases to be charged upon request during booking as, 6 seats will be blocked consisting of 1 seat for the escort and 5 for the stretcher.​​​​​​
• If you require wheelchair services on any of our destinations, kindly contact Central Reservations first before ticketing on +263716801440/1

General

• A blind person is dependent upon tactful support
• Shall he/she be led by a guide dog, the passenger shall be seated in a front row or where he shall have an empty seat (when flight is not full) adjacent to him/her (B767)
• He/ She shall preferably be given an aisle seat so that for easy access to the aisle and to avoid feeling his way past other passengers, shall he want to get up.
• Blind persons generally try to help themselves to keep pace with those who and are usually successful to a great degree because of their “shall” power.
• It is unsuitable to show pity or exaggerated consideration.
• Visually challenged people are thankful if you treat them naturally and help them where necessary.
• When escorting a blind person, let him/her take hold of your arm. He/ she shall naturally walk slightly behind you so that he can anticipate a change in direction or step up or down.
• If there is particularly a high step or flight of stairs, you shall mention this to him/her.
• Always remember that a blind person cannot see you approach and if there are other people around, he shall not realize that you are addressing him so preface your remarks with his/ her name or touch them slightly on the arm.
• Never ask others present a question that a blind person can answer for themselves.

Caution: The number of weeks of the pregnancy shall be mentioned in PNR

Note: Doctor’s clearance letter is required as from 28 weeks of pregnancy

34 weeks applies to flights of up to 4hours duration. Flights of more than 4hours duration accept up to 32 weeks for both first and subsequent pregnancy.

General

Infants under 2 years are accepted for travel under the following conditions:

• They shall be accompanied by a full paying adult passenger.
• The passenger is travelling on the same flight, in the same class and to the same destination as the infant.
• The passenger is willing and capable to take full responsibility over the infant.

One passenger shall accompany a maximum of two infants and at least one of these infants shall occupy a confirmed seat against application child fare.

Minors from ages 5- end of 11years traveling domestic are charged $20USD and $25USD on regional routes per sector.

Meet and Assist for young flyers.

 These are above 12years but below 18years. No service fee is charged but if they require assistance, they are charged $20USD for domestic and $25USD on regional routes per sector

• Medical form to be filled by the patient’s doctor.
• Authority to travel will be granted by the airline doctor
• Ambulance arrangements to be made to and from the airport. (Ambulance must be accepted by the Airport Authority of Zimbabwe)
• Oxygen tanks can be provided at a fee when flying on B767. We do not provide oxygen tanks on B737, thus passenger to provide own oxygen tanks which are aviation approved.