Special Travel 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:
- On the Aviation Consumer Protection Division's website at http://airconsumer.ost.dot.gov
- Calls made within the US to the hotline at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY)
- By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY) By mail to: Air Consumer Protection Division US Department of Transportation 1200 New Jersey Avenue SE The West Building Room W96-432 Washington, DC 20590
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:
1. On letterhead of a licensed mental health professional (e.g., the psychiatrist, psychologist, licensed clinical social worker) including a medical doctor specifically treating the passenger’s mental or emotional disability.
2. The letter must be dated – no older than one year from the date of the passenger's scheduled initial flight. The letter must contain the following four (4) items:
- The passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders—Fourth Edition (DSM IV).
- The passenger needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at the passenger's destination.
- The individual providing the assessment is a licensed medical or mental health professional, and the passenger is under his or her professional care.
- The date and type of medical or mental health professionals’ license and the state or other jurisdiction in which it was issued.
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
Sun Country Airlines allows customers to bring and use onboard the following FAA-approved devices:
- AirSep (LifeStyle, FreeStyle, FreeStyle 5, Focus)
- DeVilbiss Healthcare (iGo, DeVilibiss HC)
- SeQual Eclipse
- Delphi RS 00400
- Inogen (One, One G2, One G3)
- Inova Labs (Lifechoice, Lifechoice Activox)
- International Biophysics (Lifechoice)
- Invacare (XP02, Solo2)
- Respironics (Evergo, Simply Go)
- LifeChoice IBC
- Independence (Oxlife)
- Oxlife Independence Oxygen Concentrator
- Oxus, Inc. (RS-00400)
- SeQual (Eclipse, SAROS)
- Precision Medical (EasyPulse)
Alternative devices not listed here must have a manufacturer's label present on the device indicating FAA-approval. To view a full list of FAA approved models, please click here. 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:
- If the user is able to operate the POC and recognize and respond appropriately to its alarms. If not, the user must travel with a companion who is able to perform these functions.
- The phases of the flight (such as taxi, takeoff, cruise, and/or landing) during which it is medically necessary to use the POC.
- The maximum flow rate corresponding to the pressure in the cabin under normal operating conditions (note that aircraft cabins are pressurized to an altitude of 8,000 feet).
- Conditions that must be met for onboard POC use:
- The POC may only be used in its battery-operated mode. Sun Country Airlines does not have electrical outlets onboard available for commercial product use.
- Passengers using a POC are responsible for carrying an adequate battery supply to last the entire journey including the duration of the flight, all ground time (before and after flight and during connections) and for unexpected delays. See below for average flight times.
- Passengers must properly package extra batteries to ensure that a short circuit is prevented. Additionally, battery terminals must be recessed or packaged so that contact with metal objects, including terminals of other batteries, is prevented.
- Passengers must ensure that their POC unit is free of oil, grease or other petroleum products and is in good condition free from damage or other signs of excessive wear or abuse.
- Making a Reservation
- Reservations must be made at least 48 hours in advance and the customer must inform the Reservations Agent of their intention to use a POC and the model of the POC to be used.
- If the reservation is made online, the passenger should notify Sun Country Reservations toll-free at 1-800-359-6786 or 651-905-2737 for Minneapolis/St. Paul local calls (Mon-Sun, 5am-Midnight Central Time) that they intend to use a POC on-board.
- At the Airport
- Passengers using the POC must check in at the ticket counter at least one hour prior to departure.
- POC's are considered assistive devices and do not count toward the carry-on baggage limits.
- POC users will be provided the opportunity to pre-board the aircraft.
- On-board the Aircraft
- In accordance with Federal Aviation Administration (FAA) Safety Regulations, the customer using an approved POC must be assigned a seat closest to the window than any other customer in that row. In many situations, the customer using the approved POC must be seated in a window seat to comply with the Safety Regulations.
- The POC must fit underneath the seat in front of the customers. As a result, passengers cannot sit in a bulkhead seat.
- To meet FAA Safety Regulations, a customer using a POC cannot occupy an emergency exit seat.
- Customers may use the POC while moving about the cabin as long as the "Fasten Seat Belt" sign is not illuminated.
- How long is the flight?
Passengers must carry a sufficient number of batteries to cover the flight duration, time for enplaning and deplaning, plus unexpected delays. Please call Sun Country Reservations toll-free at 1-800-359-6786 or 651-905-2737 for Minneapolis/St. Paul local calls (Mon-Sun, 5am-Midnight Central Time) for information on flight length.
Carrying Mobility Devices On-board the Aircraft
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.
Manual wheelchairs can be checked at either the ticket counter or gate. Detachable items such as seat cushions and footrests may be carried on-board or tagged as baggage and stowed with the chair in the cargo bin. Please provide as much information as possible to the Sun Country representative to ensure proper transportation.
Powered equipment including carts and wheelchairs
Whenever the cart or wheelchair will fit upright through the aircraft bin door, powered equipment should not be disassembled, and batteries should remain attached. If the size of the aircraft bin door prohibits upright loading, airport personnel may ask for instructions on how to disassemble the equipment. Have these instructions readily available to avoid delays.
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.