Passengers with special needs

Only a Personal Oxygen Concentrator (POC) is permitted for carriage. A request for the transportation of a POC must be submitted no later than 24 hours before departure, regardless of whether it will be used on board or not.

If the POC will be used during the flight:

• Charging the device on board is prohibited.

• The passenger must ensure they have a sufficient number of fully charged batteries for the entire journey, including possible delays.

• The passenger and/or accompanying person must be able to operate the POC independently.

• The POC is not included in the free baggage allowance but is transported free of charge.

If the POC will not be used during the flight:

• Batteries must be removed and packed separately.

• In the case of built-in batteries, the contacts must be securely insulated to prevent contact with metal objects.

• The POC must be empty (without oxygen) and not under pressure.

• In this case, the device is included in the baggage allowance.

We recommend informing the airline in advance about the presence of a POC and clarifying all transportation details at the ticket booking stage.

No, a separate booking is made for the accompanying person at any Economy Class fare available.

With the purchase of the service 6 seats are issued in Economy Class. The airport charges are applicable only once. 

A children's discount of 50% of the fare can be applied. To clarify the cost of the ticket and the possibility of sending a passenger on a stretcher, you must send special request.  

More detailed information is available at the link.

Transportation to the cabin seat on board the aircraft is carried out on a passenger's stretcher. Air Astana provides its own stretcher on board and other type of stretchers is not permitted.

The transportation by ambulance to and from the airport of departure and arrival must be organized by the passengers/representatives up to the aircraft ramp.

Air Astana provides the opportunity to fly passengers who need to be transported in a lying position during the flight.

This service can only be applied for by contacting our own sales offices or send a special request.

Read more here

You can find the list of portable oxygen concentrators (POCs) permitted for carriage on our website. A request for the transportation of a concentrator must be submitted no later than 24 hours before departure, regardless of whether the POC will be used on board or not, by completing the form.

Passengers in the specified categories are offered complimentary assistance from the check-in counter to their seat in the aircraft cabin, and upon arrival - to their greeters or the arrivals hall. You may also travel with a guide dog. Detailed information is available via the link. Please inform us of the need for this service when booking your ticket.

Passengers with disabilities are boarded first, while disembarkation takes place after all other passengers. The aircraft seat is not removed; the passenger travels in a regular seat. Information on the procedure for assisting passengers with reduced mobility is available via the link.

The transportation of a passenger’s wheelchair is free of charge and does not depend on whether checked baggage is carried. No additional fee applies.

The carriage of electrically powered wheelchairs is permitted subject to compliance with established regulations.
Wheelchairs must be foldable or disassemblable and are transported in the aircraft’s baggage hold. Use of the wheelchair in the cabin is not allowed - the passenger must be seated in a standard passenger seat.

If the battery is non-removable, its capacity must not exceed 300 Wh. Two batteries are also permitted, provided that each does not exceed 160 Wh.
If the battery is removable, it must be detached before the wheelchair is checked in. The wheelchair or other mobility device may be checked in as registered baggage without restrictions. The removable battery must be packed in a strong, rigid case that prevents short-circuiting of the terminals.

The transport of wheelchairs with lithium-ion batteries exceeding 300 Wh is strictly prohibited on passenger flights - both in carry-on and checked baggage.

Prior approval from the airline is required for the transport of a personal wheelchair. A special form must be completed in advance for this purpose.

The transportation of manually operated wheelchairs is permitted in accordance with established regulations.
Wheelchairs are transported in the aircraft’s baggage hold and must be foldable or disassemblable. Passengers may use their own wheelchair up to the aircraft cabin entrance, after which it will be handed over for loading into the baggage hold. Upon arrival, the wheelchair will be returned to the passenger at the aircraft exit.

Please note that aircraft cabin seats cannot be dismantled - the passenger must occupy a standard passenger seat.
To confirm this service, the relevant form must be completed in advance.

The transportation of wheelchairs is permitted in accordance with established regulations.
Wheelchairs are transported in the aircraft’s baggage hold and must be foldable or disassemblable. Passengers may use their own wheelchair up to the aircraft cabin entrance, after which it will be handed over for loading into the baggage hold. Upon arrival, the wheelchair will be returned to the passenger at the aircraft exit.

Please note that aircraft cabin seats cannot be dismantled - the passenger must occupy a standard passenger seat.
To confirm this service, the relevant form must be completed in advance.

For us to prepare for quality care, please provide us with all necessary information at least 24 hours before your flight (72 hours if a stretcher is required).  To send a request for special assistance please fill out a necessary web form.

A wheelchair and a medical escort to the aircraft/in-cabin chairs (depending on the service selected) will be provided upon request at the check-in desk. The passenger is escorted to the arrival lounge and baggage claim upon arrival.

We offer a range of services to assist passengers with reduced mobility. If you are unable to move freely, please complete the required form. More detailed information is available via the link.