Special Services

If you are a person with a disability as defined by the Americans with Disabilities Act (42 U.S.C. 12101 et seq.) and that disability prevents you from safely wearing a mask, and you are requesting an exemption to the CDC order requiring masks to be worn during air travel, the following requirements must be met:

• At least 10 days prior to departure:
• Submit documentation from a licensed medical provider on professional letterhead stating the customer is a person with a disability who cannot wear a mask, or cannot safely wear a mask, because of that disability as defined by the Americans with Disabilities Act. Form Here 
• State license number (or, if applicable, other medical license information) from the medical provider must be included on the letter.
• Airstar will contact your licensed medical provider to validate the document.
• Any customer who presents falsified medical documentation will be subject to suspension of their privileges for future travel on Airstar.
• Failure to provide 10 days’ notice will result in denial of the request.
• At the airport on each day of travel:
• The customer must check in at the Airstar ticket counter a minimum of 2 hours prior to departure.
• Present evidence that the customer requesting a mask exemption does not have COVID-19 by providing a negative result from a SARS-CoV-2 viral test; the specimen for the test must have been collected no more than 3 days before the applicable flight. This evidence must be shown to the Airstar representative at the airport before boarding each flight.
• These testing requirements apply to return travel.

We accept all wheelchairs and mobility devices as checked baggage in the cargo compartment of the aircraft. These items are not counted as part of a passenger's baggage allowance and baggage charges do not apply. We have also designated priority space in the passenger cabin of all Airbus aircraft for stowage of one wheelchair or mobility device. Refer to wheelchair stowage onboard our aircraft for more information.

In addition, please notify our customer service representative at the ticket counter at the time of check-in and upon arrival at the gate area. We accommodate wheelchair stowage onboard on a first-come, first-served basis at the airport.

Other assistive devices, such as walkers, canes, crutches, etc. that can be stowed in compliance with the FAA safety regulations will be given priority onboard stowage, and will not be counted toward the carry-on baggage allowance.

Wheelchair Batteries

Federal regulations require spillable (wet cell) and non-spillable (dry cell) batteries to be disconnected from their device unless the mobility aid has an effective design to prevent unintentional activation. If the wheelchair is equipped with an electronic memory chip, disconnection may cause memory loss. Spillable batteries may need to be removed from the device and transported in a special battery box if the device cannot be loaded, secured, and unloaded in an upright position. Airstar will provide the battery box if necessary.

Passengers who have a cognitive and/or developmental disability and require assistance should self-identify or have someone do so on their behalf to explain the type of assistance required upon arrival at the airport, at the gate, onboard the aircraft, at any connection points, and at the destination. Assistance is available from the airport ticket counter to/from gates and between gates for connecting flights.

When considering air travel, passengers should consider the possibility of flight delays, diversions, or any other flight irregularities. We encourage passengers to have a plan of action for any health, sensory, dietary, or other needs in case a flight does not depart or arrive as scheduled.

Although we will provide assistance to any passenger with a disability, we will not provide an employee or attendant to remain with the passenger. If a passenger requires personal or continuous assistance, he/she will be required to travel with a Safety/Personal Care Assistant.

In some circumstances, we may require that a passenger travel with a safety assistant.

The situations below require a continuous safety assistant:

• The passenger, because of a mental disability, is unable to comprehend or respond appropriately to safety instructions from our employees, including the required safety briefing.
• The passenger has a mobility impairment so severe that he or she is unable to assist in his or her own evacuation of the aircraft in an emergency.
• The passenger has both severe hearing and severe vision impairments, and if the passenger cannot establish some means of communication with carrier personnel that is adequate both to permit transmission of the safety briefing, and to enable the passenger to assist in his/her own evacuation of the aircraft in an emergency.

A passenger may wish to travel with a personal care assistant to provide help with feeding, lavatory functions, or provision of medical services.

For your safety and the safety of others, all passengers must be able to sit upright during take-off and landing. Some passengers with a disability may need assistance to sit upright to meet this requirement. An Orthotic Positioning Device (OPD) or brace may be used by the passenger on the aircraft to meet this requirement. If you are not able to sit upright during taxi, take-off and landing, you will need to bring a device that assists you to sit upright such as an Orthotic Positioning Device. The device cannot be attached to the seat back and the seat belt needs to be the method by which you are secured in the seat. Any type of OPD or brace is acceptable if it supports the passenger to sit upright and is not attached directly to the aircraft seat. In addition, the OPD or brace should fit between the armrests in the down position and not infringe on another passenger's seat. Airstar does not provide passengers with OPDs.

For further assistance, fill out our Contact Us Form.

Customers Who Are Deaf/Hard of Hearing

Because it is sometimes difficult for our employees to know if you are unable to hear, identify yourself to one of our customer service representatives at the ticket counter and departure gate. Also identify yourself to our flight crew while onboard, so we can be sure to establish an acceptable means of communication to provide you with important flight information. If you need assistance at the airport, during boarding, or onboard the aircraft, let us know.

Customers who are Blind/Sight Impaired

At your request, we are happy to assist you to/from gates, with flight connections, with identifying inflight snacks, etc. Please let us know how we can assist you.

Trained Service Animals

Under the new guidelines for traveling with a trained service animal following the U.S. Department of Transportation’s (DOT) rules on the topic, only dogs will be accepted as a service animal which are trained to do work or perform tasks for the benefit of a qualified individual with a disability. This includes psychiatric service animals.

Passengers traveling with a service dog must complete and submit the DOT’s Service Animal Air Transportation Form, attesting to the dog’s health, behavior, and training.

For reservations booked more than 48 hours prior to travel, Passengers must submit the completed Form no later than 48 hours prior to travel. For reservations booked less than 48 hours prior to travel, passengers must submit the completed Form in person to a Customer Service Agent upon arrival at the airport.

Service Animal Air Transportation Form: Download

Upload Completed Form: Upload

Here are the new guidelines for traveling with a trained service animal:

• Airstar will accept only dogs in our cabin as trained service animals
• Airstar will accept fully trained psychiatric service dogs as trained service animals
• Airstar limits the number of service animals traveling with a single passenger with a disability to two service animals
• Airstar will not recognize comfort animals, companionship animals, or any other non task-trained animals as service animals
• A trained service animal must be trained to behave properly in a public setting and be under the control of the handler by use of a harness, leash, or tethered at all times in the airport and on the aircraft
• Airstar will NOT accept service animals in training
• Service animals under the age of 4 months will not be accepted
• Only one pet in cabin per person

A trained service animal that engages in disruptive behavior or poses a direct threat to the health or safety of others may be denied boarding.

Examples of disruptive behavior include (but are not limited to):

• Scratching, excessive whining or barking
• Growling, biting, lunging
• Urinating or defecating in the cabin or gate area

Booking a Reservation

At the Airport
To accept an animal as a trained service animal, we will determine both that the customer seeking travel is an individual with a disability and that the animal is a trained service animal.

If a customer’s status as an individual with a disability is not apparent (for example, if the disability is not clearly visible), our employees may ask fact-finding questions to determine whether an animal is a trained service animal, or eligible to be accepted as a pet. For example, we may ask how an animal has been trained to assist with a disability or what work it has been trained to perform. A customer may be asked about the nature of the animal at different points throughout the journey. Please bring a copy of the Service Animal Air Transportation Form as it may be requested by one of our representatives at the airport or onboard the aircraft.

Onboard
In accordance with federal safety regulations, the trained service animal must be positioned so as not to obstruct customers' expeditious evacuation in the unlikely event of an emergency. In addition, a customer traveling with a trained service animal cannot sit in an emergency exit row. A trained service animal can be placed on the aircraft floor or on the customer’s lap (provided the animal is no larger than a child under the age of two). Trained service animals must not extend into the aircraft aisle or occupy an empty aircraft seat or encroach upon a neighboring seat. A customer is not required to transport a trained service animal in a pet carrier. However, if a customer opts to carry the trained service animal in a pet carrier, the carrier must be properly stowed for taxi, takeoff, and landing underneath the seat in front of the customer.

International Travel
A trained service animal will be allowed to travel on flights to/from all domestic and international destinations, but many international destinations have country-specific regulations. A customer traveling with a trained service animal on an international itinerary is solely responsible for researching and complying with applicable laws, requirements, and/or procedures of each country on the customer’s itinerary with respect to the acceptance of the animal.

Traveling With an Emotional Support Animal

Following changes to the U.S. Department of Transportation’s (DOT) rules on the topic, as of February 1, 2021, Airstar will no longer accept emotional support animals onboard. The animal may be eligible to travel in accordance with our Pet Policy for a fee.

Medical Oxygen Onboard

Cylinders of compressed or liquefied medical oxygen can't be accepted onboard or in checked baggage for any of our flights.

Certain carry-on Portable Oxygen Concentrators (POCs) are approved by the Federal Aviation Administration (FAA) and Airstar for use on board the aircraft.

Approved POCs

FAA approved devices may have a certification label in red lettering that helps identify them.

If there is no label, check the name of the concentrator against this list of FAA approved devices:

• AirSep Focus
• AirSep FreeStyle
• AirSep FreeStyle 5
• AirSep LifeStyle
• Delphi RS-00400
• DeVilbiss iGo
• Inogen One G2
• Inogen One
• Inogen One G3
• Inova Labs LifeChoice Activox
• Inova Labs LifeChoice
• International Biophysics LifeChoice
• Invacare Solo 2
• Invacare XPO2/XPO100
• Oxlife Independence
• Oxus RS-00400
• Precision Medical EasyPulse
• Respironics EverGo
• Respironics Simply Go
• SeQual Eclipse
• SeQual eQuinox / Oxywell (Model 4000)
• VBOX Trooper

Note: While the SeQual SAROS (26.8” length x 4.375” diameter) is an FAA-approved device, the device exceeds acceptable carry-on baggage dimensions described in this program; therefore, it cannot be carried onboard. The SeQual SAROS may be checked without charge.

For additional information regarding portable oxygen concentrators, contact these providers:

• Oxygen To Go 866-694-0040 or www.oxygentogo.com.
• American Medical 303-568-9391 or 1-877-USE-OXYGEN.
• Liberty Medical 800-375-6060 or www.traveloxygen.com.
• SpecialCare 858-694-5800 or www.specialcaredme.com.

Note: A passenger may be responsible for expenses incurred by Airstar for such things as utilization of on-board emergency oxygen supplies or the diversion of a flight for medical attention in conjunction with items deemed the passenger's responsibility.

A few things to know about traveling with POCs

• A POC is considered an assistive device and may be carried on the aircraft or checked without charge.
• A POC may be carried onboard for use in the cabin or transported as checked baggage.
• You should carry enough fully charged batteries to power the device throughout your entire journey including all ground time (between connections), the duration of the flight, and any unexpected delays. All batteries must be transported in carry-on baggage and packaged in a manner that protects them from physical damage and short circuits.
  • You should plan to bring a battery supply equal to at least 150% of scheduled flight time. More information regarding travel with batteries, is provided by the U.S. Department of Transportation.
• Aircraft electrical outlets (plugs) are not available for use with any electronic device.
• Prior to traveling, passengers must complete the Portable Oxygen Concentrator Medical Authorization Form 30881 (PDF) or obtain a medical statement from their physician addressing the points on the Airstar Medical Authorization form.

You must provide the completed and signed Airstar Portable Oxygen Concentrator Medical Authorization Form or a medical statement at the airport. Customer service representatives and flight crews will ask to see the document prior to transport.

Other Respiratory Devices Onboard

Airstar allows the use of battery-powered respiratory devices (e.g., ventilator, respirator, CPAP machine) for use on board the aircraft. These devices must bear a sticker indicating they are approved for use on aircraft and meet FAA requirements.

A few things to know about traveling with respiratory devices

• A respiratory device is considered an assistive device and may be carried on the aircraft or checked without charge.
• A respiratory device may be carried onboard for use in the cabin or transported as checked baggage.
• You should carry enough fully charged batteries to power the device throughout your entire journey including all ground time (between connections), the duration of the flight, and any unexpected delays. All batteries must be transported in carry-on baggage and packaged in a manner that protects them from physical damage and short circuits.
  • You should plan to bring a battery supply equal to at least 150% of scheduled flight time. More information regarding travel with batteries, is provided by the U.S. Department of Transportation.
• Aircraft electrical outlets (plugs) are not available for use with any electronic device.
• A medical authorization is not required.

Customers who are unable to lower both armrests and/or who compromise any portion of adjacent seat or aisle should book two seats prior to travel. The armrest is considered to be the definitive boundary between seats. Additionally, armrests (when fully lowered) are viewed as providing a measure of safety by restricting the seat occupant's lateral (side-to-side) movement.

It is Airstar's goal to ensure a safe, comfortable flight for everyone and to make every customer's travel experience pleasant from beginning to end.

Due to the presence of food allergens in the snacks served, Airstar Airlines cannot guarantee an allergen-free environment on its flights. We also cannot prevent passengers from bringing products containing nuts or other allergens (e.g. service animals) onboard our flights. Attempting to do this would create a false sense of security for passengers with severe allergies. We encourage customers to review any health concerns with their physicians prior to flying.

Airport assistance
We are happy to provide services to our passengers who require wheelchair or mobility assistance. Airport wheelchair service is available at all airport locations. Though we encourage advanced notice, please be sure to alert our station agents of any disability accommodations you may require. We will do our best to meet your individual needs. For those passengers needing assistance curbside, it is required that a request is made with a Airstar representative inside the terminal.

Aisle Wheelchair
We have specially-designed wheelchairs for our immobile passengers to use in reaching their seats when boarding and deplaning our aircraft. If the use of an aisle wheelchair is needed to assist in boarding and transferring to a seat, we recommend requesting this service when making your reservation. Upon arrival at the airport, please also notify a Airstar representative that an aisle wheelchair will be needed to assist with boarding.