Mobility and Wheelchair Assistance
Adding Special Service Requests
To help us accommodate your unique travel needs and provide an exceptional JetBlue experience, we recommend you book your travel as soon as possible and add a Special Service Request (SSR) via Manage Trips. You can add an SSR when you book online at jetblue.com or with our free app.
Need help booking or adding a Special Service Request? Please contact us or call us at 711 (TTY). There’s never a fee to add an SSR to an existing booking.
If you are at the airport, please let our airport crewmembers know how they can assist you.
When booking your flight:
- Be sure to add a Special Service Request (SSR).
- If you need help booking or adding a Special Service Request, please contact us or call us at 711 (TTY). There’s never a fee to add an SSR to an existing booking.
- Choose your own seat ahead of time. Do it when you book online at jetblue.com or with our free app.
- Once you get to the shopping cart, you will click: Next - Traveler Details.
- At the bottom of the Traveler Details section, under the Additional Information section, you will click the plus (+) sign that says: I require wheelchair assistance.
- Indicate what type of assistance you require by checking one of the available options.
- You can then continue onto the next steps of your booking. Your wheelchair request will be saved.
After your flight is booked:
To add a wheelchair to your booking:
- Submit your trip details on the Manage Trips page.
- Select the Traveler Details link at the top of the Manage Your Trips page.
- Scroll down and click on the plus (+) sign that says “Add special service requests”.
- Then select the ‘I require wheelchair assistance’ option and indicate what type of assistance you require by checking one of the available choices.
- Click “Continue” to save accessibility selections.
- If you are at the airport, please let our airport crewmembers know how they can assist you.
- Be sure to add a Special Service Request (SSR).
Wheelchair Assistance at the Airport
JetBlue offers mobility/wheelchair assistance at all airports. We can provide boarding and deplaning assistance at your departure and destination airports, and have your personal wheelchair available upon arrival at the gate or bag claim area—whichever you prefer. If you choose to have your wheelchair delivered at bag claim, we’ll provide wheelchair service to get you there.
Need a wheelchair at the curb? Please have a companion alert a JetBlue crewmember or business partner that you’ve arrived and one will be brought out to you.
To ensure you have a wheelchair available for you upon arrival:
- It is recommended that you request this service when making a reservation. This can be done on the traveler details page by clicking the checkbox for special requests.
- Upon arrival at the airport, please notify a JetBlue crewmember at the ticket counter inside the terminal that a wheelchair is required.
- There may be a waiting period for our business partner or crewmember to arrive with the equipment. Plan to arrive with enough time to check in, drop off any checked bags, obtain mobility assistance, clear TSA screening, and get to your gate prior to the commencement of boarding.
We provide assistance from the curb to the aircraft, to your connecting flight, from the aircraft to the bag claim, and from the bag claim to the curb at your destination. We also provide assistance to the entrance of an airport restroom along the route to the gate area or bag claim.
JetBlue crewmembers will need to be notified of your arrival inside the terminal at the ticket counter in order to start the process of providing you with assistance.
Wheelchairs & Scooters On JetBlue
We transport most types of personal wheelchairs including folding, collapsible or non-folding manual wheelchairs, battery-powered wheelchairs and scooters.
JetBlue will accept battery-powered wheelchairs and mobility aids as checked items only.
Important info about batteries:- Wheelchair batteries are not permitted in the cabin, with the exception of lithium-ion batteries.
- Any lithium-ion battery that’s been removed from an assistive device must be transported in the cabin with the terminals properly protected, but may not contain more than 300 watt hours or 25 grams of lithium.
- Customers may carry up to two (2) spare lithium-ion wheelchair batteries as long as the combined total is less than 300 watt hours or 25 grams.
- If a wheelchair or mobility device does not have a protective housing for a lithium-ion battery, the lithium-ion batteries must be removed, the terminals properly protected from short circuit, and the lithium-ion batteries must be carried onto the aircraft.
- Lithium metal (non-rechargeable lithium) batteries are not accepted for travel.
- Both spillable and non-spillable batteries are accepted in wheelchairs and mobility devices.
- Batteries used for assistive devices require labeling. The outer packaging must be plainly and durably marked "nonspillable" or "nonspillable battery" or "spillable battery" so our crewmembers can exercise proper handling procedures for the different battery types. In the absence of a label, we may consult our battery experts for handling instructions.
- A battery may be refused if there are obvious signs of damage or it doesn’t meet safety standards.
- Detachable items such as seat covers should be carried into the cabin. These items do not count against your carryon allowance.
JetBlue accommodates one manual, collapsible wheelchair inside the cabin on every aircraft upon request. We are able to stow a second manual, collapsible wheelchair in the cabin with some limitations. Alternately, JetBlue will check your manual wheelchair at the ticket counter or gate upon request.
- No advance notice is required to stow a wheelchair in the cabin—the accommodation is made on a first requested, first-served basis at the airport.
- If we cannot accommodate your chair in the cabin, we can gate-check it so it can be retrieved at the plane door upon arrival.
- You must pre-board in order to have your device stowed in the cabin.
- To request this accommodation, contact an airport crewmember upon your arrival. We also recommend you add a Special Service Request to your booking.
- Detachable items such as seat cushions and foot rests should be carried into the cabin. These items do not count toward your carry-on allowance.
Traveling with your own wheelchair?
Whether it’s motorized or manual, it’s important to let us know the best way to handle, operate and stow your device. Please download, print and complete our wheelchair information form.
Measure the height and width of your chair when it is folded to its smallest size (not expanded). Measuring estimates do not guarantee the wheelchair can be safely stowed due to aircraft safety limitations.
| Aircraft | Cargo Bin Door Dimensions |
|---|---|
| A220 | W 44in / H 32in |
| A320 | W 71.6in / H 48.8in |
| A321 | W 71.6in / H 48.8in |
When making a reservation, should your assistive device not fit on the aircraft based on the cargo bin door dimensions, you may qualify for a refund of the difference in airfare from your desired flight and the scheduled flight. Both flights for review must meet the following criteria to qualify:
- Flights must be operated by JetBlue.
- Flights must have the same origin and destination.
- Flights must be identical in either non-stop or a connection.
Please reach out to us and request a CRO for review and include the following in support of your request:
- The dimensions of your wheelchair showing the desired flight could not accommodate your device.
- When possible, any screenshots showing the cost of the flight you were not able to take with your wheelchair. Your screenshot must include the dates and the base fare.
- The confirmation code and/or itinerary for the scheduled flight you were able to take based on the aircraft.
Any support provided and/or screenshots must be clear and easy to read with all necessary details.
Disassembling Mobility Devices
JetBlue will not disassemble any battery powered assistive device when the battery is non-spillable unless directed to by our HazMat specialists for safety reasons. When the assistive device uses a spillable battery, the battery will be removed and properly packaged in a protective container.
When wheelchairs or other assistive devices are disassembled by JetBlue for stowage, JetBlue will reassemble them and ensure their prompt return to the Customer. Wheelchairs and other assistive devices shall be returned to the Customer in the condition received by JetBlue.
Prior to arriving at the airport, please know how you can bring your device to the smallest size possible, which parts are removable, what type of battery you have, and any other instructions that would help with safe transport of your device.
Other Assistive Devices
Other assistive devices (i.e., walkers, canes, prosthesis, crutches, braces, etc) which can safely fit in an overhead compartment or under a customer's seat may be carried into the cabin and do not count toward your carry-on bag allowance.
Medical devices have different restrictions, depending on battery type.
Liability for Assistive Devices
JetBlue is committed to returning your disability-mitigating assistive devices such as wheelchairs, canes, walkers, crutches, etc. to you in the condition in which they were entrusted to us. If your device is lost or damaged, please notify a JetBlue Crewmember before leaving the airport so we may document the damage or loss and immediately put you in touch with our Business Partner who will work with you to repair or replace your device.
If your wheelchair or scooter has been mishandled by JetBlue, under 14 CFR Part 382 you have the right to ask for a Complaints Resolution Official (CRO) and to file a claim with JetBlue.
Aircraft Accessibility
Jetbridge access or level entry is not always available in every JetBlue city. If you are traveling using a mobility assistive device, there are tools available that can be made ready to assist you as you board or deplane the aircraft. Please let us know how we may best assist you.
Need to know which airports have level entry boarding?
Search for your airport
Wheelchairs, aisle chairs, transfer kits and personnel are available to assist with boarding and deplaning. You can also bring your own transfer kit.
If you cannot ascend or descend stairs, please alert JetBlue of the assistance needed once you arrive at the airport.
The lavatories on our aircraft are not accessible, but they are equipped with grab bars and accessible handles.
More resources
Air Carrier Access Act
DOT website for travelers with disabilities
Like a wingman through Security.
TSA Cares provides support for travelers needing accommodations or assistance during the screening process.