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Air New Zealand Wheelchair Policy and Special Assistance Guide
Flying With Your Wheelchair on Air New Zealand
Air New Zealand recommends that you arrive to check in at least 60 minutes before your departure time, in order to attend to your travelling and seating needs. They ask that you check in with a human being, not an airport kiosk, so that there is the opportunity to chat and confirm what sort of assistance you need. Be prepared to show Air New Zealand staff how to fold your wheelchair, how to disconnect the battery (if applicable), how to put your wheelchair into free wheel mode (if applicable) and how to remove the controller or joystick (if applicable).
When checking in, make sure to let the staff know if you require the use of a lifting device to transfer you from your wheelchair to your seat on the aircraft, and if you would prefer a male or female attendant.
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Wheelchair Size Limits on Air New Zealand
Air New Zealand operates three kinds of aircraft which have size limitations for wheelchairs, as follows:
Airbus A320 - 97 cm (38”) tall, 79 cm (31”) wide, 131 cm (52”) long
ATR72 - 100 cm (40”) tall, 60 cm (24”) wide), 100 cm (40”) long. For non-collapsible headrests, the maximum height is 140 cm (55”)
Q300 - 82 cm (32”) tall, 75 cm (30”) wide, 120 cm (47”) long
Your aircraft type can be found on your itinerary, or on your boarding pass. For Air New Zealand’s 777-300 and 787-9 aircraft, there is no size limits on wheelchairs.
Battery Operated Mobility Aids on Air New Zealand
Air New Zealand accepts Lithium-Ion, Non-Spillable, and Spillable batteries for transport. Your batteries must conform to the regulations below to be accepted for transport.
Lithium Ion Battery Regulations
The battery must not exceed 300Wh for a single battery, or 160Wh each if your mobility aid requires two batteries
If removable, the battery must be removed and carried as cabin baggage. Ensure that the terminals are isolated from short circuit and the battery(ies) are protected from damage
If not removable, the battery must be securely attached to the wheelchair with the terminals protected from short circuit. You must be able to explain to airport staff how to ensure the wheelchair is fully deactivated
You may carry one spare battery up to 300Wh, or two spare batteries up to 160Wh each as cabin baggage
Dry Cell Battery Regulations
Terminals must be isolated and protected against short circuit. The battery must be securely attached to the wheelchair. You must ensure your wheelchair cannot be accidentally activated during the flight.
Spillable Battery Regulations
The battery must be disconnected and the terminals protected from short circuit.
The wheelchair and battery must be stowed in an upright position. If an upright position is not possible, the battery must be removed and stored in approved packaging.
Requesting Wheelchair Assistance at the Airport when Flying with Air New Zealand
Air New Zealand uses three Special Service Assistance (SSA) codes to determine the level of assistance you require at the airport. You can input these codes when making your reservation.
WCHR - You are able to walk short distances but require a wheelchair getting to and from the aircraft. You are able to go up and down stairs without assistance, and can walk to your seat on the aircraft.
WCHS - You are able to walk short distances, but cannot go up or down stairs without assistance. You are able to walk to your seat on the aircraft once on board.
WCHC - You use a wheelchair for mobility and require either the use of a manual lift or aisle chair to access your seat on the aircraft.
You may choose to remain in your wheelchair until you reach the doors of the aircraft, where it will be checked into the baggage hold, or you may check it in at the desk. If you choose to check your wheelchair at the desk, Air New Zealand will provide you with an airport wheelchair and assist you through the airport to your flight.
Wheelchair Contact Information for Air New Zealand
You can contact Air New Zealand by calling the customer relations line at 1800-132-467 from New Zealand, or at 64-0-9-366-2323 from elsewhere in the world from 9 am to 5 pm NZ time, Monday to Friday.
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