Travel Safely with
Special Assistance

The following passengers must obtain a medical certificate of fitness from a certified medical practitioner:

• suffer from any disease which is believed to be actively contagious or communicable; or
• who because of certain diseases; or incapacitation may have developed an unusual behavior or physical condition, which could have an adverse effect on the welfare and comfort of other passengers and/or crew members; or
• can be considered to be a potential hazard to the safety of the flight or the punctuality thereof (including the possibility of a diversion of the flight and unscheduled landing); or
• would require medical attention and/or special equipment to maintain their health during flight; or
• might have their medical condition aggravated during or because of the flight.

Passengers who are required to obtain a medical certificate are also required to complete a Medical Information Form For Air Travel. Incapacitated Passengers are required to complete a Incapacitated Passenger Handling Advice form.

All our aircraft have a number of seats with moveable armrests for ease of access. Unfortunately, we will not be able to seat you in emergency exit rows due to safety regulations. We will try our best to allocate passengers requiring special assistance, a seat with a moveable armrest and near to the onboard toilet for their comfort and safety.

We do have wheelchairs on our Boeing 787 aircraft to assist you on board. We regret to inform that no wheelchairs are available for use onboard our Airbus 319 and 320 aircraft.

Please ask our cabin crew if you like any help with:

• stowing your hand baggage; and
• opening any parts of your onboard meal.

One (1) fully collapsible wheelchair and/or one (1) pair of crutches and/or braces or prosthetic device may be taken with the passenger for use after check-in, whilst onboard the aircraft and prior to baggage reclaim upon arrival.

Due to restricted stowage onboard the aircraft, wheelchairs will need to be stowed in the cargo hold prior to boarding. If your wheelchair is required to be stowed in the hold, we will make every effort to return it to you as close to the aircraft door as possible. If this is not possible, there will be a wheelchair made available for embarkation and disembarkation to/from the aircraft. No additional charges will be incurred by the passenger.

To ensure the safety of all our passengers, you would need to travel with an escort or attendant (who will be seated in the adjacent seat) if you:

• need to travel in a stretcher or incubator, or require medical attention during the flight. The escort must be able to attend to your personal and medical needs;
• are unable to comprehend or respond properly to safety instructions;
• are unable to assist in your own evacuation of the aircraft, including the removal a seat belt;
• have severe hearing and vision impairments and cannot establish some means of communication with airline employees;
• are unable to lift yourself;
• are unable to retrieve and fit a life jacket;
• are unable to fit an oxygen mask.

Our cabin crew are unable to assist you with personal care during your flight. If your medical condition requires others to provide personal assistance and care, you should travel with a ticketed attendant or escort who can see to these needs during the flight.

Lavatories on board are equipped with hand rails for the comfort and safety of all passengers. Onboard wheelchairs are available (upon request and applicable on Boeing 787 aircraft only) for an escort or attendant to assist non-ambulatory passengers to the lavatory.

Royal Brunei Airlines are unable to provide onboard therapeutic oxygen.

Approved portable oxygen concentrators (POCs) are permitted on board for use during your flight and do not count towards your carry-on baggage limit. The following devices are permitted and acceptable by Federal Aviation Administration (FAA), as per Special Federal Aviation Regulation 106:

• Airsep Focus
• AirSep Free Style
• Airsep Free Style 5
• Airsep Lifestyle
• (Claire) SeQualeQuinox/Oxywell (model 4000)
• Delphi.RS-00400/Oxus RS-00400
• DeVilbiss Healthcare iGo
• Inogen One
• Inogen One G2
• Inogen One G3
• Inova Labs LifechoiceActivox
• International Biophysics LifeChoice/Inova Labs LifeChoice
• Invacare Solo2
• Invacare XPO2
• Oxylife IndependenceOxygen Concentrator
• Precision Medical EasyPulse
• RespironicsEverGo
• RespironicsSimplyGO
• SeQuel Eclipse
• SeQuel SAROS
• VBOX Trooper

If you wish to use a POC on board your flight you must submit to a Royal Brunei Airlines reservations agent, a physician’s statement in English or with an English translation (at least 10-days prior to travel) that:

• states that you have the physical and cognitive ability to see, hear and understand the device’s aural and visual cautions and warnings and are able to take appropriate action, without assistance, in response to those cautions and warnings; and
• states whether or not oxygen use is medically necessary for all or a portion of the duration of the trip; and
• specifies the maximum oxygen flow rate corresponding to the pressure in the cabin of the aircraft under normal operating conditions.

You must bring the physician’s statement with you on the day of travel and report to the check-in desk one hour in advance of scheduled check-in time.

You are responsible for travelling with a sufficient supply of batteries to last the entire journey (including transit and unexpected delays) and to ensure the POC is free of oil, grease and other petroleum products and is in good condition, free from damage or other signs of excessive wear.We do not permit the POC to be operated via aircraft electrical power.

POCs may not be used when seated at an exit row and the aisle or bulkhead seats.The passenger requiring the use of a POC will be seated in a seat closest to the window with the device stowed underneath the seat in front of the passenger.

You will not be able to use other POCs on board but they will be permitted as carry-on or checked baggage under the following conditions:

• The POC must be empty and free of pressure.
• No more than two spare batteries may be carried in carry-on baggage. The battery should be removed and packaged separately; or
• the POC should have a recessed battery terminal and the packaged battery terminals should not contact any metal objects.

Approved CPAP/PAP devices are permitted on board for use during your flight and do not count towards your carry-on baggage limit. The device must be labelled by the manufacturer to reflect that it has been tested to meet applicable United States Federal Aviation Authority/Department of Transportation requirements for medical portable electronic devices.

In accordance with United States Federal Aviation Authority regulations, if you wish to use a CPAP/PAP device on board your flight you must submit a physician’s statement to a Royal Brunei Airlines reservations agent at least 10-days prior to travel that:

• states that you have the physical and cognitive ability to see, hear and understand the device’s aural and visual cautions and warnings and are able, without assistance to take the appropriate action in response to those cautions and warnings;
• states whether or not use of the device is medically necessary for all or a portion of the duration of the trip; and
• specifies the maximum oxygen flow rate corresponding to the pressure in the cabin of the aircraft under normal operating conditions.

You must bring the physician’s statement with you on the day of travel and report to the check-in desk one hour in advance of scheduled check-in time.

You are responsible for travelling with a sufficient supply of batteries to last the entire journey (including transit and unexpected delays) and to ensure the CPAP/PAP device is free of oil, grease and other petroleum products and is in good condition, free from damage or other signs of excessive wear.We do not permit the CPAP/PAP to be operated via aircraft electrical power.

The CPAP/PAP will be stowed underneath the seat in front of the passenger using the device, or in the adjacent seat where permitted.

You must ensure that the batteries for approved CPAP/PAP machines carried on board the aircraft in carry-on baggage are protected from short circuit and are packaged in a manner that protects them from physical damage. Batteries protected from short circuit include:

• those designed with recessed battery terminals; or
• those packaged so that the battery terminals do not contact metal objects (including the battery terminals of other batteries).

If CPAP/PAP devices are carried on board an aircraft as carry-on baggage but are not intended to be used during the flight, the batteries must be removed and packaged separately, unless the device contains at least two effective protective features to prevent accidental operation during transport.

Assistance dogs are not permitted in the cabin and will be required to be carried in the aircraft cargo hold in accordance with all applicable legal requirements.The guide dogs shall travel as manifested cargo for countries known to prohibit the import/export of animals as checked baggage. Valid health and vaccination certificates, entry permits and other documents required by countries of entry or transit must be provided.

Guide dogs accompanying sight/hearing impaired passengers together with containers and food, will be carried free of charge in addition to the normal free baggage allowance.

In the event of loss or damage, mobility aids or any equipment relating to your disability, placed into your checked in luggage is not covered for anything more than the maximum liability under the Montreal Convention. We recommend you have suitable travel insurance for any equipment you are travelling with.

Passengers who wish to claim for compensation may do so by request to our local Airport staff and will be required to complete a Property Irregularity Report (PIR). This is to ensure smooth processing of your claim.

Whilst every effort is made to ensure the needs of our passengers requiring special assistance are taken care of, we do understand that there may be situations which arise which require complaints and/or feedback to be provided.

Please visit our website to forward a message to our Customer Relations department. Alternatively, you may email this team via [email protected].

For additional assistance, please contact Royal Brunei Airlines via the following methods:

• Customer Call Centre in Brunei at +673 2212222; or
• Your local Royal Brunei Airlines office; or
• Email ‘Special Services’ at [email protected].

We know that at times you might need to travel at short notice or your plans may change. If you have not been able to notify us in advance of your journey we will do our best to help you as much as possible when you arrive at the airport. During busy periods there may be delays, so please allow as much time as you can at the airport.

These services are not available for codeshare flights not operated by Royal Brunei Airlines. Please contact the airline operating your flight for more information.

Unaccompanied Minors (UMNR) are children travelling alone at the age above 5 years old and under 12 years old. In some cases, a young passenger (YP) age 12 years old up to 15 years old shall be treated as Unaccompanied Minor (UMNR) upon request from the parent(s) or guardian.

Unaccompanied Minors are not permitted to travel on any Royal Brunei Airlines (RB) flight alone and on a flight which involves a transfer with a night stop exceeding 24 hours without an adult of 18 years old and above. The latter is allowed only if the parent(s) or guardian has arranged for the child to be met and cared for at the transfer point.

Royal Brunei Airlines (RB) will only be responsible for Unaccompanied Minor (UMNR) between airports of embarkation and deplaning.

Arrangements and services for Unaccompanied Minors (UMNR) must be made at least 24 hours in advance. Kindly contact your local Royal Brunei Airlines Office to make arrangements which are chargeable based on point of sales.