China Southern Airlines accept service requests raised by the disabled. These services include a wheelchair ramp service (WCHR), wheelchair elevator service (WCHS), wheelchair cabin service (WCHC), wheelchair on-board service (WCOB), electric wheelchair check-in service, as well as services for unescorted blind passengers (BLND), deaf-mute passengers (DEAF), and passengers with service dogs (PETC) (for passengers who are deaf-mute, blind, or require mental assistance). After buying tickets, disabled passengers can log into the official website of China Southern Airlines and apply for special services on the Disabled Service Request page.
These special services are only offered to applicants whose flights are exclusively undertaken by China Southern Airlines. Passengers who have booked connecting flights or round-trip flights with other airline companies should apply to the corresponding companies for similar services.
To find out more about applying for special services, passengers can consult a China Southern Airlines ticketing office or dial 4006695539 to contact the customer service center.
1. Certificate of Diagnosis
(1) If passenger(s) have any of the following situations, they are required to issue a medical certificate or certificate of diagnosis approved by CSN before purchasing a ticket and taking a flight:
a) Passenger(s) who are travelling with premature infant incubators.
b) Passenger(s) who carry a compliant portable oxygen concentrator (POC) that is required for use in flight and is physically able to travel.
c) Passengers applying for stretcher service.
d) Passenger(s) who travel by air will be dangerous to their health status or required special medical care in flight, including medical conditions not mentioned in Provisions 5.1.2 and 5.2.1 but which may occur during the flight and lead to undesirable impacts on the health of the passengers and the safety of the flight.
e) Passenger(s) who suffer from a severe contagious disease but have taken precautionary measures to prevent infecting others.
f) Mental patients who are considered stable by licensed medical institutions or medical staff recognized by CSN and are suitable for air travel after taking certain measures.
g) Where CSN has reasonable grounds to believe that passengers with disability cannot safely complete air travel without medical assistance during the flight.
(2) Three copies of all medical certificates or certificates of diagnosis are needed on carbon copy paper. The diagnoses of a patient's condition issued by a medical institution at the second class and above level, signed by a doctor of that institution and have received an official stamp of the official documents.
(3) Time limit requirements for medical certificate
a) Preventive measures to protect against spreading passengers’ diseases or infections should be stated on certificates. Certificates are valid only when they are issued within 96 hours of the flight departing or within 48 hours if passengers are seriously ill.
b) The medical certificates required for disabled passengers to prove that they can take a flight safely without medical assistance should be issued within 10 days before their departure.
2. Boarding Application for Special Passengers
If a passenger applies for special services during their flights through a China Southern Airlines ticketing office or customer service center, paper-based boarding applications are provided.
(1) Sick passengers, passengers who are required to provide medical certificates or diagnosis certificates, passengers who need to apply for wheelchair services and disabled passengers with service dogs should complete three copies of the “Boarding Application for Special Passengers” form on carbon copy paper which states that they are fully accountable for situations such as a worsening of their condition, death, or causing harm to others.
(2) The “Boarding Application for Special Passengers” should be signed by the passenger in person. However, if he/she is unable to do so, the signature of one of his/her family members or guardians is also valid.
(3) China Southern Airlines is not excused from liability for the loss, damage, or death of wheelchairs or service animals that disabled passengers have checked in on flights to or from China to the US.
3. Accompanying Persons
(1) Accompanying persons should state that they are accompanying others when reserving their seats and their tickets should be purchased separately. Accompanying persons and the accompanied disabled passenger(s) should take the same flight.
(2) Accompanying persons should be able to take care of the disabled passenger(s) and help them to evacuate in an emergency. Accompanying persons should also sit next to the disabled passenger(s).
Gentle Reminder:
All of the featured check-in services (including online check-in and self-service check-in) are not offered to special passengers or passengers who have to check in with other certificates (including important passengers, injured or ill passengers, disabled passengers, disabled veterans or policemen, pregnant women, unaccompanied elderly people or children, and passengers in need of special meals). These passengers should therefore check in at a China Southern Airlines’ check-in counter with their valid identification documents used when purchasing their ticket and other certificates as required.