Travel Tips
中国东方航空
中国东方航空

Information for Passengers with Wheelchairs

I. Eligibility

We are committed to providing necessary wheelchair assistance to passengers who require any of the following types of wheelchair service.

Ground wheelchair: The passenger can walk short distances and use stairs independently.

Apron wheelchair: The passenger can walk short distances but requires assistance and cannot use aircraft stairs independently.

Cabin wheelchair: The passenger is unable to walk independently and requires wheelchair assistance throughout the journey.

II. Applicable Routes

This service is available only on flights operated by China Eastern Airlines or Shanghai Airlines and bearing China Eastern or Shanghai Airlines flight numbers.

III. Application Channels

China Eastern ticket offices

Customer Service Hotline: +0086-21-20695530

Official Website / Mobile App / Mobile Website

IV. Application Time Limits

Ground wheelchair: at least 24 hours prior to the scheduled departure time (local time of departure, inclusive).

Apron wheelchair: at least 24 hours prior to the scheduled departure time (local time of departure, inclusive).

Cabin wheelchair: at least 48 hours prior to the scheduled departure time (local time of departure, inclusive).

V. Documents Required for Application

Application Form for Special Assistance Passengers

VI. Documents to Be Presented at Check-in (Printed Copies Required)

Application Form for Special Assistance Passengers (two copies)

VII. Check-in

Passengers are advised to arrive at the departure airport and complete check-in procedures at least 120 minutes prior to the scheduled departure time.

VIII. Other Requirements:

1. Barrier-free services and assistance>>>

(1) Airport assistance

Assistance boarding and disembarking:

Our staff will be happy to assist you with boarding, disembarking, and transiting.

assenger seating arrangements:

We try our best to accommodate all seating arrangements. It is our responsibility to provide you with seats in the cabin class you have purchased.We will be happy to show you extra care in the following situations:

Passengers can be seated next to those accompanying them.

Passengers with limited mobility may be accommodated in any eligible seat or, if requested, in a seat better suited to their mobility needs.

Select your preferred seat through our online check-in.

(2) Specialized on-board services

Specialized services are provided on most of our aircraft. Depending on the aircraft type and age, we offer amenities such as movable aisle armrests, cabin wheelchairs and so on, and wheelchair-accessible washrooms on larger aircraft.

Movable aisle armrests:

We provide movable aisle armrests for some aircraft types to make it easier for passengers using cabin wheelchairs to get in and out of their seats. The number and location of seats with movable aisle armrests vary depending on the aircraft type. Link

If your seat armrest is not movable, boarding gate staff and aircrew will be happy to check if there are other seats on the aircraft to change to.

Storing assistive devices in the cabin:

You may bring the assistive devices listed in the table below into the cabin as carry-on items:

Category

Assistive Device

Physical disability

 Walking aid Walking stick
折叠轮椅（尺寸应不大于33×91×106厘米/13×36×42英寸）
Prosthetic limb

Severe physical disability

Assistance dog

Deaf

 Hearing aid device Electronic cochlear
Hearing aid
Hearing dog

Blind

 Guide dog
Blind cane Multiple functions
Simple
Vision aid
Glasses for the visually impaired

Note:1. Storage and space in the cabin is handled on a first-come, first-served basis. Assistive devices must be stored in accordance with the relevant regulations on security and air transportation of dangerous goods;

　　2. In the event there are no storage facilities or space in the cabin, we will help you check your device free of charge;

　　3. Passengers with disabilities eligible to fly can check for free one assistive device other than those listed.

客舱轮椅

我们的大型飞机上都备有客舱轮椅。这些轮椅是为我们飞机上的过道专门设计的，可供旅客在飞机上进出卫生间时使用。我们的飞机乘务员都经过培训，他们会协助您使用轮椅，但他们不能对您进行抬高和移动。

Washrooms for persons with disabilities:

We have washrooms for persons with disabilities on many of our larger aircraft. However, the availability of this facility depends on the size and structure of the aircraft. Link

On-board assistance:

Our flight attendants are trained professionals and can ensure that you travel safely and comfortably. They can assist you with the use of a cabin wheelchair, in storing or retrieving carry-on baggage, introducing food on the plate and unpacking, and so on.

However, flight attendants cannot feed passengers or help with personal hygiene or the use of the washroom. They cannot lift or move you, or provide medical services such as injections. For this type of care, you must be accompanied by the relevant personnel during the flight.

For any questions, please consult our customer service hotline 95530.

2、Requirements for checking in electric wheelchairs>>>

如果您需要托运电动轮椅，为了您和其他旅客的安全，请您务必注意以下事项：

（1）如您携带电动轮椅，需在乘机当天提前2小时到达机场与我们的工作人员联系办理托运手续。

（2）请您留意以下包装要求：

电动轮椅在托运时，其包装应该符合下列要求：

（a） 带有防漏型电池的轮椅，需确保电池不发生短路且安全地安装在轮椅上；如电池可以拆分，必须拆下电池，放入坚固的硬质包装内运载，作为交运行李存放在货舱内。

（b） 装有溢漏型电池的轮椅：须卸下电池放入坚固的硬质包装，包装应该具有防漏功能，确保电池不发生短路，并且周围用合适的吸附材料填满，以吸收任何泄漏液体。

（c） 装有锂离子电池的轮椅：

旅客必须卸下电池，并将电池携带入客舱；每块电池额定瓦时数不得超过300Wh；如果轮椅上配备的电池是2块，则每块电池额定瓦时数不得超过160Wh；每位旅客最多可携带一个额定瓦时数不超过300 Wh的备用电池，或两个额定瓦时数各不超过160 Wh的备用电池。

对于电动轮椅托运的更多信息，请与当地营业部或客户服务热线95530联系。

3. Instructions for Flights from/to the US>>>

For a flight on a US route, please be mindful of the following:

1. Passengers who must be accompanied by safety assistance personnel

We believe assistance personnel are essential to the safety of passengers under certain circumstances. China Eastern requires passengers with disabilities to be accompanied by safety assistance personnel before providing transportation services if:

The passenger is unable to understand and respond to safety instructions due to severe intellectual or mental impairment;

The passenger has severe hearing and visual impairments and is unable to communicate with employees to obtain simple safety instructions;

The passenger lacks vital mobility and would be unable to move away from the aircraft in an emergency.

Special service application time limit:

If you have the following special requirements, please notify us in advance according to the following time limits and check in at least 2 hours in advance on the day of departure:

If medical oxygen is required during the flight, please notify us 72 hours in advance.

To check an electric wheelchair, please notify us 48 hours in advance.

If you are traveling with 10 or more passengers with disabilities, please notify us 48 hours in advance.

If you require a cabin wheelchair, please notify us 48 hours in advance.

If you have severe visual or hearing impairment, please notify us 48 hours in advance.

If you are traveling with a service dog, please notify us 48 hours in advance.

Passengers using stretchers must notify us 72 hours in advance.

3.机上轮椅存储：
由于我们的美国航线使用较大机型，如果您使用个人折叠轮椅，在提前登机时，如果轮椅尺寸大小和重量符合机上存储空间要求（轮椅不拆除轮子或不拆除部件时的尺寸，应不大于33 × 91 × 106厘米/13 × 36 × 42英寸），您可以要求在飞机上存放轮椅。（并不是所有航班都可以装载任何型号的轮椅。）较之旅客的其他随身携带物品，飞机上优先存放轮椅。
每架航班只限存放一台个人轮椅，按照先到先存放的原则办理。

如欲了解更多信息，请查看美国运输部规定的不歧视残疾人的空中旅行规定（PDF）

IX. Important Notes

If you require any of the following services or equipment, please submit your request no later than 48 hours prior to the scheduled departure time. Subject to aircraft type and airport resources, we will respond within 24 hours regarding availability:

Use of a portable oxygen concentrator during the flight.

Service for a group of passengers with disabilities (more than 10 passengers).

Checking in an electric wheelchair (refer to “Requirements for checking in electric wheelchairs”).

Provision of a cabin wheelchair (refer to “Accessible services and assistance”).

For passengers making last-minute requests, wheelchair assistance will be provided subject to on-site operational capability.

As wheelchairs cannot be stored in the passenger cabin, personal wheelchairs must be checked in. The airline will carry the passenger’s wheelchair free of charge, and it will not count toward the free baggage allowance.

If you are unable to use stairs independently and the flight does not use a jet bridge, we will make every effort to arrange a lifting device for boarding and disembarking. If such equipment is not available, we will consult with you and provide alternative assistance.

China Eastern Airlines and Shanghai Airlines will review the application based on the scheduled departure date and contact the applicant between 09:00 and 19:00 daily. Please keep your phone accessible after submission. If you do not receive a confirmation call or message within 4 hours (excluding non-working hours), please resubmit your request or contact 95530.

Submission of the online application indicates receipt of your request by China Eastern Airlines; however, it does not constitute approval. Your requested flight may not be available due to service limits, seat availability, or airport operational constraints. We will contact you to offer alternative flight or date options. Approval is subject to our final confirmation.

X. Sample Form

Application for Special Passengers

Note: For iOS devices, press and hold the document link, select “Share,” and save it to the Notes app to download the form.