Passengers with Disabilities and Special Needs
Passengers with Disabilities and Special Needs
If you or someone you are traveling with requires special assistance, equipment, or considerations Sun Country Airlines wants to make your experience as convenient and smooth as possible. The following information covers a majority of situations, however, if your situation is not covered here please contact us for specific guidance.
You can also find additional information regarding the new TSA Travel Helpline Number for Passengers with Disabilities and Medical Conditions by clicking here.
Passengers needing special assistance may be accompanied beyond the security checkpoint by an assistant. See a Sun Country ticket agent for a gate pass.
For those passengers with special needs, Sun Country Airlines transports all types of wheelchairs including folding, collapsible or non-folding un-powered wheelchairs, electric powered wheelchairs, and electric powered carts. A minimum of one hour is required for check-in of any electrical equipment to ensure it meets all dangerous goods handling requirements.
Please note that the maximum forward cargo door width on Sun Country's 737 aircraft is 48” inches and maximum door height is 35” inches. Maximum aft cargo door width on Sun Country's 737 is 48” inches and maximum door height is 33” inches, which may not accommodate all mobility devices.
Sun Country is unable to accept special meal requests, therefore customers with special dietary needs may want to bring a packed meal with them.
To request wheelchairs and discuss other special needs requirements, please call Sun Country Customer Service toll-free at 1-800-359-6786 or 651-905-2737 for Minneapolis/St. Paul local calls (Mon-Sun, 5am-Midnight Central Time).
Non-Discrimination on the Basis of Disability in Air Transportation
Sun Country strives to provide the best possible service to all of our passengers, including those with special needs, and complies with all non-discrimination policies from the Department of Transportation. Passengers can obtain a copy of the Department of Transportation's Non-Discrimination on the Basis of Disability in Air Transportation policy in the following ways:
Sun Country Airlines recognizes that some passengers are allergic to peanuts and other tree nuts. Sun Country may serve products containing peanuts and peanut products. Additionally, we may serve other nut products (such as walnuts on salads). There may be trace elements of unspecified nut ingredients, including peanut oils, in meals and snacks.
We do not have in place procedures that allow our flight crews not to serve these foods upon request of a customer. We do not provide “buffer zones”. Our planes are cleaned regularly, but these cleanings are not designed to ensure the removal of nut allergens, nor are our air filtration systems designed to remove nut allergens. Additionally, other customers may bring peanuts or tree nuts on board.
Therefore, we cannot guarantee customers will not be exposed to peanuts or other tree nuts during flight, and we strongly encourage customers to take all necessary precautions to prepare for the possibility of exposure.
Sun Country welcomes animals trained to assist customers with mobility, visual, and hearing disabilities on-board, at no charge. The animal(s) must remain seated on the floor at the customer's feet and cannot obstruct an aisle or other area used for emergency evacuation.
When traveling outside the U.S. and its Territories, please ensure documentation of the animal's health (e.g., vaccinations, health certification, etc.) is up-to-date and readily available for customs agents to avoid delays or the possibility of the animal being quarantined.
Psychiatric Assist and Emotional Support Animals
Required documentation for emotional support animals travel on Sun Country Airlines:
Passengers traveling with a Psychiatric Assist or Emotional Support animal are required to provide us with advance notification a minimum of forty-eight (48) hours prior to their initial flight. Please call Sun Country Airlines at 1-800-359-6786.
Portable Oxygen Concentrators
For a complete list of FAA-approved devices Sun Country Airlines allows customers to bring and use onboard, click here.
Alternative devices not listed must have a manufacturer's label present on the device indicating FAA-approval. This policy is in accordance with special airline regulation: SFAR No. 106, 14CFR Part 121.
Passengers who intend to use a POC on-board must present a statement from their physician with a date of issue not to exceed one year prior to the date of flight departure. Click here for a printable sample of a Physician Statement. This letter must state:
Carrying Mobility Devices On-board
Some portable items such as walkers and canes may be stored in the aircraft cabin as long as they do not impede access to emergency exits or protrude into the aisle. If possible, these items should be stowed in a closet or overhead bin according to Sun Country carry-on baggage requirements. Sun Country representatives will make determinations and assist with stowing or checking these items. These items are not considered as part of the carry-on baggage limit.
Checking Mobility Devices
Wheelchairs may be checked at the ticket counter or the gate. Powered equipment requiring disassembly to board should be checked to ensure proper handling. Customers are welcome to use Sun Country's wheelchair equipment after checking personal wheelchairs. Checking and returning personal wheelchairs at the gate can be arranged. Depending upon the airport, delays may occur when delivering the wheelchair, especially for heavier powered models where normal ramp stairways cannot be used to carry the equipment into the jet way.
Powered equipment including carts and wheelchairs
Batteries must be identified as either spillable or non-spillable to establish proper handling. Dry cell and gel cell batteries are considered non-spillable so fewer handling requirements are necessary. Battery packs showing cracks and/or damage will be packaged, handled and transported as a spillable battery.
U.S. Department of Transportation (DOT) Hotline
This free government service provides information on the rights of air travelers with disabilities. The hotline also assists individuals with who are experiencing time-sensitive, disability-related air travel problems that require immediate attention.
1-800-778-4838 (voice) or 1-800-455-9880 (TTY) 7:00 am to 11: 00 pm Eastern time, Monday through Friday.