Our employees are trained to assist our passengers with disabilities and we offer a wide variety of special assistance. To help us provide you with the services you require, please let us know how we can best assist you.
You can obtain information in advance regarding assistance we can offer either through this web site or by contacting our local reservation office. Please be aware that there might be unpredictable circumstances such as weather or mechanical problems that may call for a last minute aircraft switch, but we will do our best to accommodate your needs. On-board our aircraft, passengers with disabilities will be provided:
- Assistance in moving to and from seats,
- Help in preparation for eating,
- Assistance in use of inflight wheelchair to and from the lavatory door.
* We are unable to provide passengers with any assistance for personal care needs inflight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory, or other personal care needs. If you require assistance with any of these, we recommend that you travel with a personal care attendant or make alternative arrangements.
Information for Passengers Travelling To/ From U.S.
The United States Department of Transportation’s (US DOT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel applies to all our flights to and from the US. We comply with all regulations contained in USDOT 14 CFR Part 382.
The following information may help if you have a complaint or concern regarding discrimination, accommodations or services in relation to your rights as a passenger with a disability.
Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel
Recent amendments to 14 CFR Part 382 introduced by the U.S DOT’s Final Ruling on Non Discrimination on the Basis of Disability in Air Travel are applicable to foreign carriers operating flights to and from the U.S.
Copies of U.S DOT 14 CFR Part 382 can be obtained in the following ways:
Ask the Airport
A full copy of this ruling is available on request at our airports servicing the US.
For calls made from within the United States by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at:
- (+1) 1-800-778-4838 (voice)
- (+1) 1-800-455-9880 (TTY)
By telephone to the Aviation Consumer Protection Division at (+1) 202-366-2220 (voice) or (+1) 202-366-0511 (TTY).
You can access the full text of the U.S DOT regulation 14 CFR 382 online.
Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.
Seating accommodation and aircraft accessibility for passengers with a disability
We offer priority seating for passengers with a disability and will do our best to allocate you a seat that is most suitable to your needs. However, in order to meet the safety requirements, passengers with mobility issues which make it unsafe to facilitate aircraft evacuations will not be given a seat in a location where they would obstruct emergency exits, impede the crew in their duties, obstruct access to emergency equipment or hinder aircraft evacuation. Furthermore, there is no limit on the number of passengers with a disability which may travel on a flight. You can obtain information in advance regarding accessibility of your particular aircraft either through this web site or by contacting our local reservation office. Please be aware that there might be unpredictable circumstances such as weather or mechanical problems that may call for a last minute aircraft switch, but we will do our best to accommodate your needs.
You can always record your needs through our
Our cabin crew can provide you with assistance moving to and from the lavatory door, but will not be able to assist you inside the lavatory.
In-Flight Wheelchairs: All our aircraft are equipped with on-board wheelchairs to assist passengers with mobility issues in moving throughout the cabin and our cabin crew can provide you with assistance moving within the aircraft cabin.
Passengers travelling with Postural Support Equipment (PSE)
PIA recognizes that some passengers with disabilities may need to use Postural Support Equipment (PSE) when they travel. PSE is allowed at all PIA flights. Passengers must bring their own PSE and will be fully responsible for installation, usage and removal. Passenger should follow manufacturer’s instructions/requirements for the usage of the PSE. The aircraft seat seatbelt must remain as the primary restraint. Passenger-supplied PSE will be carried free of charge. If you are planning to travel with PSE other than the above models, we recommend that you please contact our local reservation office a minimum of 7 days prior to departure and inform them of your PSE specifications.
In most cases, passengers with disabilities may travel on their own. However, it is a requirement that you travel with a safety assistant if you are unable to physically assist in your own evacuation from the aircraft in event of an emergency.
In-flight our crew will be able to assist you with:
- moving to and from your seat
- preparing for eating
- Transfer to and from the door of the aircraft toilet using our inflight wheelchair.
We are unable to provide passengers with any assistance for personal care needs inflight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory, or other personal care needs. If you require assistance with any of these, we recommend that you travel with an appropriate personal care attendant or make alternative arrangements.
Walking Canes, Crutches and Walking Frames
Walking canes, frames, and crutches may be carried in the aircraft cabin, provided they are stowed in accordance with cabin safety requirements. If your walking frame is collapsible and cabin crew can stow it safely, it can also be carried in the aircraft cabin. For safety reasons, non-collapsible walking frames are not permitted in the aircraft cabin and will have to be checked –in. You can use your frame to the departure gate where it can be surrendered for priority stowage in the aircraft cargo hold.
Passengers needing escorts
For safety reasons, PIA may require some passengers to travel with a safety assistant that can provide them with assistance in comprehending and responding appropriately to safety instructions from cabin crew and/or assist them to evacuate the aircraft in the event of an emergency. A safety assistant may be required if the passenger:
- Is traveling in a stretcher or incubator or require medical attention during the flight. (The attendant must be capable of attending to their medical needs in the cabin)
- Is unable to comprehend or respond properly to safety instructions due to a cognitive or developmental disability.
- Has mobility impairment, which is so severe that the passenger is unable to assist in his or her own evacuation of the aircraft.
- Has severe hearing and vision impairments and cannot establish some means of communication with our cabin crew.
We are unable to provide passengers with any assistance for personal care needs inflight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory, or other personal care needs. If you require assistance with any of these, we recommend that you travel with a personal care attendant or make alternative arrangements. The safety assistant or personal care attendant must be self-reliant and mentally and physically able to provide the passenger with the assistance required.
Information Regarding Special Assistance Travelling To/ From Canada:
- If the airline deems that a passenger with a disability has not provided enough information with a request for accommodation, the airline will follow up with the passenger, or the person making the request on their behalf, in order to obtain the necessary information.
- Request for a wheelchair generally includes assistance with the wheelchair. Passengers that require alternate assistance (development disorders, cognitive decline, visual/hearing impairments) may specify the extent of assistance required.
- Requests can be made to airline by passenger, their representative, an attendant or their travel agent.
- Wheelchair requests for all inbound and outbound flights are relayed to wheelchair service providers 24-36 hours in advance.
- Wheelchair passengers are handed over to special assistance agents for necessary care after check-in.
- Requests can be made upon booking, after ticket issuance and on flight day. Requests at check-in and the boarding gate are also communicated to wheelchair service agents.
- Requests reflect on tickets and noted on boarding passes as WCHR for wheelchair assistance only
- All possible efforts are made to ensure that wheelchair assistance is made available to passengers that place requests.
- All possible efforts are made to remove any obstacle for passengers that require special assistance
- Any persons with disabilities or limitations that are unable to communicate their queries via mail and can contact PIA Toronto on phone: 905-677-9053 (with option to leave voicemails)
Requests can also be made through 24/7 PIA Contact Centre at: +92 330 0786786
- Any persons with concerns regarding special assistance may visit PIA Toronto during office hours at: 56 Aberfoyle Crescent, Etobicoke ON M8X 2W4.
- Procedure for wheelchair assistance and boarding conveyed upon check-in and regular announcements made at boarding gate, bilingual representatives are present at all times to communicate in English and Urdu.
- Pakistan International Airline monitors service providers on each flight to ensure that all passengers are handled with upmost professionalism without delay or distress.
Discounts for Passengers with Disabilities
PIA offers 40% discount to passengers with disabilities and 20% discount to the accompanying attendant, for both international and domestic travel. This discount will be available only through PIA counters/sales offices. Disability ID card should be presented at the time of purchase of ticket. (Conditions apply)
If you believe that you have experienced discriminatory treatment under any of the applicable regulations please write to us through email, comment card or online feedback form.
For further information please dial 00-92-21-111-786-786