1. MEDICAL AND SPECIAL ASSISTANCE
6.1 FITNESS TO FLY
6.1.1 Before boarding the aircraft for carriage‚ the Passenger must be reasonably satisfied that they are medically fit to fly. If the Passenger has been advised that they are fit to fly provided certain precautions are taken (for example‚ use of medication) it is the Passenger’s responsibility to ensure that all such precautions are in fact taken before‚ during and after the flight (as the case may be) and that the Passenger will be able to produce the written evidence of their fitness to fly required by these Conditions of Carriage.
6.1.2 If any reasonable doubt exists about the Passenger’s fitness to fly‚ the Passenger may not be accepted for carriage unless they have produced to FlyNamibia no later than three (3) Business Days before departure time a medical report from an appropriately qualified doctor‚ bearing a date no more than ten (10) days before the flight date and time‚ which confirms the fitness to travel on all flights on which the Passenger intends to travel.
Any assessment or appointment with the consulting doctor is at the Passenger’s expense. Photocopied or faxed copies of the form are acceptable provided the information can be clearly read. In providing a medical report the Passenger waives the confidentiality of this information disclosed by the consulting doctor. FlyNamibia may disclose the information on this form to any other carrier associated with the Passenger’s ticket. FlyNamibia reserves the right to deny boarding if no medical clearance is obtained or if FlyNamibia considers that it is not in the Passenger’s best interests to fly.
NOTE: AT TIME OF TRAVEL
If a Passenger appears to be physically ill (e.g.‚ vomiting‚ requiring first aid or oxygen) in the terminal area or while boarding the aircraft‚ or presents other symptoms which create a reasonable concern that they may not be able to complete the flight safely‚ the Passenger may be denied boarding and not be permitted to travel until medical clearance is obtained.
6.1.3 Confirmation to fly is required from the FlyNamibia Reservations Support desk at least three (3) Business Days before the flight departure time for the following medical conditions:
6.1.3.1 A condition that is believed to be actively contagious or communicable and life threatening to other Passengers or crew; or
6.1.3.2 Which may cause or induce unusual behaviour‚ or a physical condition‚ which could have an adverse effect on the safety‚ welfare and/or comfort of other Passengers or crew members; or
6.1.3.3 Which is a potential hazard to the safety of the flight; or
6.1.3.4 Which may cause the flight to be diverted or perform an unscheduled stop during carriage.
6.2 PASSENGERS WITH SPECIAL NEEDS
6.2.1 Passengers with special medical needs including those requiring wheelchair assistance are required to contact the FlyNamibia Reservations Support desk at +264 83 339 0011 or email info@flynamibia.com.na prior to the flight. If you book your ticket by phone‚ website‚ or a travel agent‚ please tell the agent about any special needs before your booking is completed.
6.2.2 Wheelchair and Medical assistance can be booked from Monday to Friday 08h00– 17h00 and must be done no later than three (3) Business Days prior to departure. The only exception is for flights on Mondays‚ the cut-off for the necessary arrangements for special assistance must be no later than 15h00 on the Friday prior to the Passenger’s flight.
6.2.3 Regulations limit us to the amount of space available per flight to ensure FlyNamibia has sufficient crew onboard to assist in the event of an emergency.
6.2.4 Passengers with disabilities may not be seated at the emergency exit rows nor the row in front or the row behind the emergency exit.
6.2.5 FlyNamibia only offers the following wheelchair types:
6.2.5.1 WCHR (Wheelchair Ramp) for Passengers who require a wheelchair in the airport terminal to/from the boarding gate and to/from the aircraft steps and must climb stairs but cannot walk long distances and do not need assistance in the bus‚ on passenger steps and in the aircraft to/from the seat‚ toilets and with meals.
6.2.5.2 Wheelchair Passengers travelling on FlyNamibia Safari/Zambezi flights operated by Cessna light aircrafts:
a) Only passengers with minor reduced mobility are permitted on the Cessna light aircraft.
b) Such passengers shall be required to board and deboard the aircraft on their own or with assistance from a fellow member of their accompanying party.
c) Only one passenger with reduced mobility is permitted per FlyNamibia Safari/Zambezi aircraft at any given time.
d) FlyNamibia shall not be held liable for any damage‚ injury‚ or complications.
e) Only one (1) manually operated‚ fully collapsible wheelchair with a maximum weight of 20kg is permitted free of charge. This will be stored with the Checked baggage in the cargo pod or at the rear of the cabin.
f) There is no ground handling staff or FlyNamibia representatives at the airstrips or lodges to assist wheelchair passengers so the onus will be on the passengers to see to their own needs.
g) FlyNamibia head office must receive written confirmation prior to issuing tickets from the passenger's booking agent that they are fully aware of the fact that there is no wheelchair assistance available on the FlyNamibia Safari/Zambezi flights.
6.2.6 One mobility aid (up to 32kg) e.g.‚ manual wheelchair‚ is carried free of charge in addition to the applicable free hold baggage allowance. No battery-powered wheelchairs or mobility aids weighing more than 32kg will be allowed onboard and will need to be carried as cargo.
6.2.6.1 Arrangement for the transportation of these wheelchairs will need to be arranged by the Passenger.
6.2.6.2 Wheelchairs within the limit will only be carried in the hold compartment of our aircraft and not permitted in the main cabin.
6.2.6.3 The aircraft types FlyNamibia operates have different restrictions based on the size of the stowage space.
6.2.7 Passengers taking their own personal electric wheelchair are permitted wet or dry battery cells see Clause 10.5 (Lithium Batteries) and will need to follow the procedure below:
a) Arrange the wheelchair ahead of time according to Clause 6.2.2
b) Adhere to the weight limitation in Clause 6.2.6
c) Passengers must ensure there are no leaks.
d) The terminals must be isolated.
e) Collapsible wheelchairs and mobility aids‚ batteries must be disconnected.
f) Passenger must clearly label their batteries “wet” or “dry.”
g) Passenger must check-in their own wheelchairs and batteries Clause 10.5
6.2.8 Due to the South African Occupational Health and Safety Law‚ the maximum weight of a person that can be carried is limited by the capabilities of the individual staff member carrying the Passenger and may not exceed 100kg.
6.2.9 Wheelchairs and mobility aids that cannot be lifted manually into the aircraft hold will only be accepted for travel if both airports can provide the facilities to load/unload the device. Please note that some airports may not have sufficient equipment for lifting heavy wheelchairs and mobility aids.
6.2.10 Any Passenger unable to fit into a single seat for any reason will be required to purchase additional seats at the prevailing rates to accommodate the Passenger’s needs.
6.2.11 FlyNamibia’ s airport staff can only provide wheelchair assistance from the check-in desk to the aircraft as well as from the aircraft to the arrival hall upon landing and to the baggage claim area. This does not include the outside of the airport building nor can they wait with a Passenger or provide help with ground transportation.
6.2.12 Cabin crew may not assist Passengers with feeding of meals‚ on board facilities or provide medication. Passengers with any of these requirements must travel with an able-bodied assistant.
6.2.13 Meet and Assist is for Passengers who require an escort to and from the aircraft. The age and a reason for the Meet and Assist request is required at the time of booking and is limited to:
a) First-time flyer / Young Passenger (YP 12 to 16 years of age)
b) Passenger / Guardian travelling with an infant.
c) Elderly Passenger
d) Non-English speaking
The Meet and Assist service commences once passengers have checked-in and is related to check-in and boarding assistance and excludes airport facilitation such as customs and immigration‚ passport control or security assistance‚ etc.
6.2.14 As a rule‚ FlyNamibia carries Passengers with Reduced Mobility. It is however important to note the following points: -
a) The routes to the boarding gates at most airports are often long and complicated and Passengers may have difficulty finding their way around and communicating. Security‚ customs‚ and police checkpoints may cause stress and anxiety.
b) It is imperative that the Passenger can follow the crew’s safety instructions during the flight. Children with medical conditions are subject to the same MEDA procedure as adults.
c) The inability of a person with a medical impairment to cope should not be underestimated. With specific impairments which lead to confusion or disorientation‚ there is a risk that the Passenger will not pay attention to the safety instructions issued by the flight attendants. It can also have unforeseen consequences if the Passenger disembarks from the flight without supervision as they could get lost in the airport buildings or within the airport perimeter and become increasingly confused and anxious. Should the Passenger run such we strongly recommend that someone travels with them.
This includes but is not limited to Passengers that have:
a) Alzheimer’s
b) Dementia
c) Deaf and Mute
d) Mental Impairment
e) Hearing Impairment
f) Unaccompanied Minors with a Medical Condition (escort recommended)
g) Visually Impaired
h) Cognitive Disabilities
6.2.15 In certain circumstances for safety reasons‚ FlyNamibia requires an escort or carer who must be 18 years and older to accompany Passengers who are unable to care for themselves during a flight and who must be always seated next to them as follows:
a) Passengers cannot help themselves in the event of an emergency evacuation.
b) If Passengers cannot communicate‚ understand‚ or respond properly to flight attendants over safety instructions.
c) If Passengers have severe hearing and vision impairments and cannot establish some means of communication with Airline employees.
d) The Passenger is unable to self-toilet.
e) Unable to eat and drink without assistance.
6.2.16 The escort or carer must be self-reliant and mentally and physically able to assist the Passenger with the following if required:
a) Toilet and sanitary requirements both on the aircraft and on the ground.
b) Inflight and ground emergencies.
c) Carriage of carry-on baggage and/or equipment.
d) Food and beverage consumption.
e) Immigration and customs procedures (if applicable).
f) Boarding and disembarkation.
6.2.17 Flight attendants are not permitted to assist with feeding or personal hygiene and toilet functions. They cannot lift or carry you‚ and they cannot provide medical services such as giving injections. If your medical condition requires others to provide this type of care‚ you should travel with a ticketed escort or carer who can see to these needs during the flight.
6.2.18 TRAVELLING WITH MEDICATION
Please ensure that you keep your medication in your hand luggage and have a medical letter on hand outlining your condition and medication in case you encounter difficulties while travelling.
a) All excess medicines and liquids are to be carried in checked baggage.
b) All prescription medicine‚ syringes and needles used by diabetics must be sealed and properly labelled.
c) The quantity of syringes and needles is limited to the amount required for the flight.
d) They must be disposed of safely once you have reached your destination.
e) For medication requiring refrigeration make sure that you bring your cooler box with ice packs. This medication must be kept with the Passenger throughout the duration of the flight.
6.2.19 COLOSTOMY BAGS
Passengers who are dependent on colostomy bags must ensure that they use an empty bag at the start of the journey and carry enough bags for the duration of the flight and dispose of them in a responsible manner upon arrival at their destination.
6.2.20 PLASTER CAST
Passengers travelling with a broken limb in a plaster cast will be regarded as a medical Passenger. The plaster cast must also be split open to ensure maximum comfort on board. Casts should be loosely fitted to allow for expansion and swelling at high altitudes.
6.2.21 ARTIFICIAL LIMBS
Due to limited stowage space in the cabin‚ you may be restricted to carrying only one spare limb as part of your cabin baggage‚ additional limbs may be stowed as checked baggage. Please be aware that longer items (legs for above-knee amputees for example) may not be able to be accommodated in the cabin of the aircraft.
Please package longer prostheses sufficiently for protection should they need to be checked-in‚ if required to be checked in there will be no charge.
6.2.22 ALLERGIES
Passengers who are allergic to peanuts and/or other substances are required to bring it to the attention of the booking agent. If you suffer from a severe allergy‚ you are required to bring your own emergency medication with you. FlyNamibia will not take any responsibility should you have an allergic reaction on board.
6.3 STANDARD INFORMATION NEEDED FOR ANY WHEELCHAIR REQUEST
6.3.1 Wheelchair assistance may be made available if the Passenger makes the necessary arrangements with FlyNamibia at least three business (3) days prior to the departure date of the flight. This assistance service is provided free of charge to the Passenger.
6.3.2 If wheelchair assistance is not available prior to the departure of the Passenger’s flight for whatever reason‚ the Passenger may elect to cancel his/her flight and FlyNamibia will refund the Passenger in full.
6.3.3 If the Passenger elects to continue with his/her journey in the absence of wheelchair assistance‚ the Passenger does so at his/her own risk and indemnifies and holds harmless FlyNamibia and its representatives against any claims and damages that may arise from the Passenger’s decision to continue with his/her journey‚ save for claims that may arise due to gross negligence of FlyNamibia and/or its representatives.
6.3.4 If the wheelchair assistance service is made available as requested‚ the Passenger avails of such service at his/her own risk and indemnifies and holds harmless FlyNamibia and its representatives against any claims and damages that may arise from the Passenger’s decision to continue with his/her journey‚ save for claims that may arise due to gross negligence of FlyNamibia and/or its representatives. The Passenger will be required to sign an indemnity prior to the wheelchair assistance service being rendered.
6.3.5 The following information is required for all medical clearance bookings:
a) The age and weight of the Passenger.
b) The reason for wheelchair or meet and assist.
c) Whether the Passenger can walk long distances.
d) Whether the Passenger can climb stairs.
e) Whether the Passenger can see to their own needs onboard the aircraft for the duration of the flight including toilet facilities.
f) Whether the Passenger can sit in an upright position and can bend knees at 90 degrees for the duration of the flight.
g) If a Manual wheelchair or a Battery-operated wheelchair.
h) The Weight of the wheelchair‚ including battery if applicable.
6.4 SITUATIONS WHERE DOCTORS MEDICAL REPORT IS REQUIRED
6.4.1 A Medical Report from an appropriately qualified doctor‚ bearing a date no more than ten (10) days before the flight date and time‚ which confirms that the passenger requires the assistance from FlyNamibia for the following:
a) Any type of heart condition
b) Any type of spinal or brain injury
c) Any type of cancer
d) Emphysema / COPD / Asthma
e) Strokes within the previous six (6) months
f) Parkinson’s Disease
g) Epilepsy
h) Serious back or Spinal problems within the previous six (6) months
i) Travelling with a premature Infant or Infant with a Medical Condition
j) Unaccompanied minors with a Medical Condition (escort recommended)
6.4.2 MEDICAL REQUEST FORMS
A Special Medical Needs Request Form (MEDA) is required to assess the passenger’s fitness to fly‚ especially if you need special attention or use any medical equipment on board.
A Medical Indemnity Form (MEDIF) should be completed by the passenger when requested by FlyNamibia.
Completed forms should be e-mailed to FlyNamibia Reservations Support Desk: info@flynamibia.com.na.
All medical information is strictly confidential.
No medical clearance or special type of form is required for incapacitated Passengers who only require special assistance at the airport or during the embarkation or disembarkation process.
6.4.3 A Medical Report from a suitably qualified medical practitioner‚ bearing a date no more than ten (10) days before the Passenger’s flight date and time‚ which confirms the Passenger’s fitness to travel on all flights on which the Passenger intends to travel for ailments listed below:
a) Strokes within the previous 6 - 12 months
b) Serious back problems within the previous 6 - 12 months
c) Alzheimer's/Parkinson's Disease
d) Pregnant women who are experiencing complications or expecting more than one baby.
6.4.4 Mentally challenged Passengers must include their mental and physical age and declare that they are fit to travel.
6.5 DIABETICS
6.5.1 The Passenger will be allowed to take insulin and one needle onboard in the cabin‚ but the medication must be self-administered.
6.5.2 If the Passenger requires insulin needles‚ a suitably qualified medical practitioner's note must be presented at the check-in counter and at the security checkpoints on the day of departure.
6.5.3 All medication must be kept in the Passenger’s cabin baggage.
6.6 PORTABLE OXYGEN CONCENTRATORS‚ VENTILATORS‚ RESPIRATORS‚ and CPAP/PAP MACHINES
6.6.1 PORTABLE OXYGEN CONCENTRATORS (POC)
Passengers are permitted one (1) portable oxygen concentrator that bears a label that indicates the device is FAA approved for carriage onboard the aircraft as cabin baggage and the following conditions have been met:
The passenger is responsible to consult with a doctor prior to travel with a POC – no letter is required by FlyNamibia for travel. The reason for the consultation is to ensure the device to be used in flight is suitable for the passenger's needs and meets the FAA requirement (no proof needs to be provided to FlyNamibia of this consultation).
Passengers shall be solely responsible for the device throughout their journey and on board the airplane‚ this includes the operation of the device on board.
For the duration of the flight the POC must be secured at all times.
While flight attendants are trained to handle in-fight emergencies‚ flight attendants shall not provide medical assistance to the passenger when using a POC.
There is no electrical charging port on board FlyNamibia airplanes therefore the device cannot be charged on board‚ therefore this is the sole responsibility of the passenger to ensure the device is fully charged for use in flight.
The packaging of the device must not be damaged.
The POC shall be placed underneath the seat in front of the passenger provided there is a restraint bar present and may not obstruct any passenger movement areas. The device may not be placed in any baggage or in the overhead stowage.
All spare POC batteries shall be carried in the cabin with the passenger (refer to Lithium Batteries 10.5.6)
POCs are considered assistive devices and don't count toward carry-on bag limits whether they are used on board.
6.6.2 PAP or CPAP EQUIPMENT‚ VENTILATOR and RESPIRATORY DEVICES
Portable self-powered using a gel or dry battery assistive devices such as personal ventilators‚ respirators‚ Continuous Positive Airway Pressure (CPAP) and Positive Airway Pressure (PAP) equipment may be carried and used on board subject to approval without a medical form at no charge as cabin baggage. These assistive devices are limited to one (1) unit per Passenger. Some seating restrictions may be necessary to comply with certain safety rules. The medical units must display a manufacturer's label indicating the device meets FAA requirements.
6.6.3 An advance request for authority to FlyNamibia Reservations Support desk +264 83 339 0011 or email info@flynamibia.com.na no later than three (3) Business days before flight departure for Passengers using a ventilator‚ respirator‚ CPAP‚ PAP or Portable Oxygen Concentrator equipment onboard.
6.6.4 Please note that aircraft in-seat electrical power is not available for ventilators‚ respirators‚ CPAP‚ PAP or POC‚ therefore Passengers must have an ample supply of fully charged batteries for the flight to cover any unforeseen delays.
6.7 MENTAL DISABILITY
6.7.1 To travel in complete safety‚ mentally disabled passengers must be able to understand and implement security measures. However‚ it is important to consider all aspects of air travel:
a) The path through large airports can be complex‚ long‚ and difficult.
b) Safety‚ police‚ and customs checks can take time‚ be stressful and‚ at times‚ intrusive.
c) International airports may pose linguistic and orientation difficulties.
d) The flight can experience turbulence and/or require a passenger to perform unusual safety measures.
We strongly advise against overestimating the capacity of a mentally disabled person to deal with these eventualities.
6.7.2 For certain types of disabilities that cause memory loss or orientation difficulties (e.g.‚ Alzheimer's)‚ the risk of misinterpreting instructions provided by the crew is real. Examples include disembarking without waiting for assistance which can have serious consequences including confusion at the terminal or outside‚ taking the wrong transportation and problems recognising where one is. If the person traveling may find him/herself in this situation‚ we strongly recommend that he/she travels with a companion.
6.7.3 While no physical identification is required to identify mentally disabled passenger on board‚ it is important that the cabin crew members can identify them to provide the assistance required‚ especially in emergency situations. We therefore strongly recommend that you inform us of any mentally disabled passengers.
6.7.4 Assistance services for mentally disabled passengers do not include:
a) help eating‚ drinking‚ or taking medication‚
b) assistance in the restrooms‚
c) any other form of personal assistance.
d) It is therefore necessary to ensure that the unaccompanied passenger can perform certain duties necessary during air travel‚ without outside help.
If this is not the case‚ we strongly recommend that mentally disabled passenger travel with a companion to avoid any difficulty on board.
6.7.5 A medical practitioner must issue a medical certificate‚ certifying such a person is suitable for carriage by air and confirming that there is no risk of violence from such a person.
6.7.6 If the Passenger’s mental age is 11 years and younger‚ then they shall be treated as an Unaccompanied Minor see Clause 6.13. If the mental age is 12 years and older then FlyNamibia requires an escort or carer who must be 18 years and older to accompany such Passenger.
6.8 CARRIAGE OF PREGNANT PASSENGERS AND NEWBORN CHILDREN
6.8.1 FlyNamibia will carry pregnant Passengers as provided for below. All pregnant women beyond twenty-eight (28) weeks gestation must provide a signed letter by a suitably qualified Gynaecologist‚ General Medical Practitioner or Midwife‚ stating the following:
a) Passenger's due date and term of pregnancy.
b) Any possible complications including hypertensive Passengers‚ history of premature labour‚ etc.
c) The letter should also advise FlyNamibia of the latest date up to which the passenger is expected to be fit to travel.
d) Whether it is a single‚ multiple or a high-risk pregnancy.
In addition‚ the Passenger will require prior clearance from the FlyNamibia Reservations Support desk for travel as follows:
a) up to thirty-six (36) weeks pregnancy for Domestic travel‚ and
b) up to thirty-five (35) weeks pregnancy for regional travel
6.8.2 Carriage of newborn infants will not be permitted until seven (7) days after the date of birth of the newborn infant.
6.8.3 The parents of newborn infants must present sufficient proof of parenthood at the check-in counter for the check-in procedure.
6.9 SPECIAL ASSISTANCE
6.9.1 Acceptance for carriage of unaccompanied children‚ incapacitated persons‚ pregnant women‚ infants and persons with illness or other people requiring special assistance is subject to prior arrangement and limitation with FlyNamibia and the reasonable discretion of FlyNamibia.
6.9.2 Passengers with disabilities who have advised FlyNamibia of any special requirements they may have at the time of ticketing and have been accepted by FlyNamibia shall not subsequently be refused carriage based on such disability or special requirements‚ but our regulations or government regulations may apply to the transport of such Passengers.
6.9.3 Special assistance Passengers may not be seated near an Emergency Exit.
6.10 SERVICE DOGS
6.10.1 A Service Dog (SVAN) is a dog that has been trained to perform an active task to assist a person with a diagnosed disability (including sensory or physical disabilities other than a vision or hearing impairment) to alleviate the effects of that disability being either a Guide dog‚ Hearing dog‚ Diabetic Alert dog‚ Seizure alert dog or Medical Response dog.
6.10.2 Service dogs must be on duty and easily identified as a service dog wearing a vest‚ have an ID card‚ other written documentation (if the passenger’s verbal assurance is not credible) and a harness.
6.10.3 FlyNamibia will accept a recognised trained service dog providing necessary assistance to the passenger under the following conditions:
a) One service dog per passenger permitted inside the passenger cabin on FlyNamibia Regional and Domestic flights free of charge.
b) The size of the dog must not exceed the footprint or personal space of the passenger seat and foot area during the entire flight.
c) The service dog must be trained to assist the passenger with a disability or medical condition.
d) Have documentary evidence confirming the dog is a trained service dog.
e) Wear an identifying jacket/harness.
f) Must be leashed or in an approved carrier that fits under the seat.
g) Must always remain under the control of the owner in the airport and onboard the aircraft.
h) Do not overwater or overfeed the service dog on the day of travel.
i) May not occupy a seat or sit on a tray table at any time.
j) May not obstruct the aisles or exit rows.
k) Give yourself ample time to check in and advise the check-in agent to ensure we have included your service dog for onboard travel.
l) We recommend you carry the trained service dog’s current documentation to fly including health vaccination and rabies certificates (must be within one (1) year of travel date).
m) Details of the breed and weight of dog in question.
n) Service dogs in training nor pit-bull type dogs as service dogs are not permitted.
Your service dog cannot travel in the cabin if you are:
a) An Unaccompanied Minor
b) Are seated in an Exit or Bulkhead row.
c) Require the use of a medical device that requires stowage under your seat.
6.10.4 Service dogs must be pre-booked with the FlyNamibia Reservations Support desk +264 83 339 0011 from Monday to Friday 08h00–17h00 or email info@flynamibia.com.na no later than three (3) Business Days prior to departure. For flights over a weekend‚ as well as Monday‚ the cut-off for the necessary arrangements for special assistance must be no later than 15h00 on the Friday prior to the Passenger’s flight.
6.10.5 To ensure the safe and undisturbed operation of the flight‚ service dogs must be trained to be obedient to your commands and must behave appropriately in a public space with no barking‚ growling‚ or jumping up at people or other animals.
6.10.6 On no account may the dog relieve itself in the cabin or at the boarding gate or may only be permitted to do so in such a way as to cause no health risk or hygiene problem.
6.10.7 Service dogs may not obstruct an aisle‚ or any other area used for an emergency evacuation. Service animals should remain on the floor at the owner’s feet and may not occupy a seat. The size of the dog must not exceed the footprint of the passenger’s seat.
6.11 EMOTIONAL SUPPORT DOGS
6.11.1 An Emotional Support Dog or Psychiatric Support Dog (ESAN) can only be used by passengers diagnosed with mental or emotional disorder and need not have specific training for that function but must be trained to behave appropriately in a public setting and obey your commands. If this is not the case‚ you may need to provide a certificate indicating that the dog has been trained or the dog may not be allowed in the aircraft cabin.
6.11.2 Emotional Support Dogs (ESAN) are not permitted on Cessna operated flights.
6.11.3 Emotional Support / Psychiatric Service Animals require signed current documentation that is no more than one (1) year old (prior to the first flight in the itinerary) on a letterhead from a licensed mental health professional (registered psychologist or psychiatrist) stating the following:
a) The passenger has a mental health-related disability.
b) The dog accompanying the passenger is necessary for the customer’s mental health or treatment.
c) The description‚ breed‚ and weight of the dog.
d) The individual providing the assessment of the passenger is a licensed mental health professional and the passenger is regularly treated by this mental health professional and under his or her professional care.
e) Always include the reservation booking number in all correspondence.
6.11.4 FlyNamibia will refuse transportation of the animal if it engages in disruptive or aggressive behaviour such as:
a) Growling
b) Biting
c) Jumping on passengers‚ flight attendants or staff
d) Relieving themselves in the gate area or cabin
e) Barking excessively‚ not in response to a handler's need or distress.
f) Eating off seatback tray tables
6.11.5 Support dogs must be pre-booked with the FlyNamibia Reservations Support desk +264 83 339 0011 or email info@flynamibia.com.na from Monday to Friday 08h00–17h00 no later than three (3) Business Days prior to departure. For flights over a weekend‚ as well as Monday‚ the cut-off for the necessary arrangements for special assistance must be no later than 15h00 on the Friday prior to the Passenger’s flight.
6.11.6 Passengers are limited to one (1) support dog‚ six (6) months and older that must be seated and fit within the floor within the footprint of the seat or in a passenger’s lap. No animals are allowed to occupy passenger seats.
6.11.7 On no account may the dog relieve itself in the cabin or at the boarding gate or may only be permitted to do so in such a way as to cause no health risk or hygiene problem.
6.11.8 Emotional Support Dogs must have been vaccinated for rabies (see 10.14.12). The health and vaccination certificates including relevant documentation and certification of the service animal must be presented for carriage at check-in.
6.12 PASSENGER REIMBURSEMENT FOR MEDICAL EXPENSES AND DIRECTLY RELATED EXPENSES INCURRED BY FLYNAMIBIA ON THEIR BEHALF
6.12.1 If a Passenger becomes ill onboard the aircraft or in the airport terminal building after the check-in procedure due to a pre-existing condition (regardless of whether or not the Passenger was aware of it) or due to the pregnancy and it is required by FlyNamibia to medically assist the Passenger for whatever reason‚ the Passenger will be liable for the cost of the medical expenses paid for by FlyNamibia in providing treatment to the Passenger onboard an aircraft or in the airport terminal building‚ as well as for transporting the Passenger on the ground and paying for treatment provided by a third party.
The Airline furthermore reserves the right to levy a reasonable administration fee on such services and/or medical assistance.
6.12.2 The Passenger will be liable to FlyNamibia for all costs directly and incidental if it is required‚ in the reasonable discretion of the captain of the flight and in terms of FlyNamibia’ s medical diversion policy‚ to divert the flight to the nearest airport to ensure that the Passenger receives the appropriate medical treatment.
6.13 CARRIAGE OF UNACCOMPANIED CHILDREN
WHO IS ELIGIBLE?
6.13.1 An unaccompanied minor is a child (five (5) to eleven (11) years of age) on the date the flight commences who is travelling without the supervision of a parent or guardian who is aged sixteen (16) years or older who will be responsible for the safety of the child/children.
6.13.2 Children under five (5) years of age will not be permitted to travel alone.
6.13.3 A young Passenger is a child who is at least twelve (12) years old‚ but under sixteen (16) years of age.
6.13.4 For the purpose of fares‚ any Passenger between the ages of twelve (12) to sixteen
(16) is considered an adult‚ therefore no special handling is required unless requested by the parent.
CONDITIONS OF TRAVEL
6.13.5 Prior authorisation from FlyNamibia must be obtained. Unaccompanied Minors with a Medical condition must travel with an escort.
6.13.6 Reservations for unaccompanied minors cannot be booked online. Please contact the FlyNamibia Reservations Support desk +264 83 339 0011 from Monday to Friday 08h00 – 17h00 or email info@flynamibia.com.na and must be done no later than three (3) Business Days prior to departure. For flights over a weekend‚ as well as Monday‚ the cut-off for the necessary arrangements for special assistance must be no later than 15h00 on the Friday prior to the Passenger’s flight.
6.13.7 Unaccompanied minors must be in possession of written consent from their parent or guardians.
6.13.8 The unaccompanied child shall be escorted to the airport check-in desk for the check-in procedure by a parent or guardian responsible for the unaccompanied child who remains in the airport with an allocated member of FlyNamibia’ s staff until the unaccompanied child has boarded the aircraft and it has departed from the airport.
The parent or guardian responsible for the unaccompanied child is required to provide information to FlyNamibia that the unaccompanied child will be met at the destination airport or Stopover airport by another parent or guardian responsible for the child (with full details of that person’s identity) and into whose custody the child can be delivered.
6.13.9 The child Passenger shall have a confirmed reservation for the flight‚ and it is not reasonably anticipated by FlyNamibia that the flight will terminate at a place other than its destination or make an unexpected stop at any other place due to weather or other operational conditions.
AT THE AIRPORT
6.13.10 For safety and security reasons‚ FlyNamibia reserves the right to refuse travel if the child is not booked as an unaccompanied minor.
6.13.11 Please ensure the check-in times are adhered to.
6.13.12 For Regional flights‚ please ensure that the necessary documentation is completed and in order.
6.13.13 At the check-in counter‚ a FlyNamibia representative will escort your child through the respective Security checkpoints / Passport control right until the Passenger door to the aircraft and handed to the flight cabin attendant.
6.13.14 Parents/guardians should remain at the airport until the flight takes off.
6.13.15 All baggage items must be clearly labelled and easily identified by the Unaccompanied Minor.
TRAVEL DOCUMENTS
6.13.16 It is the responsibility of parents or guardians to complete all necessary travel and immigration forms on behalf of the child. FlyNamibia cannot be held responsible for any mistakes or omissions made on these forms.
6.13.17 If a child is travelling alone‚ they must have all the required documentation with them‚ including visas (if applicable)‚ vaccinations‚ inoculations‚ and health documents. This also includes any relevant Covid-19 test certificates‚ as well as any documentation required by the country of destination‚ such as a Parental Consent letter and birth certificate if the child is travelling internationally.
6.13.18 Namibian unaccompanied minors travelling to/from Namibia must hold:
a) an original or certified copy of a birth certificate
b) a Parental Consent letter containing a copy of his/her/their passport/s or identity document/s and his/her/their contact details; and
c) A letter from the person receiving the minor in Namibia‚ containing physical address and contact details‚ copy of identification documents of the person receiving the minor‚ including visa/residence permit‚ if required.
d) All documents must be in English‚ except for the birth certificate.
e) The Parental Consent letter must be issued within 6 months prior to the date of travel.
6.13.19 As every country has different requirements stating that the unaccompanied minor has permission to fly alone‚ it is recommended to contact the embassy/consulate or your booking agent to ensure the unaccompanied minor has the correct travel documents.
IN THE AIR
6.13.20 Before the flight‚ the cabin crew will be notified of your child’s name‚ age‚ and any special requirements. They will regularly check that your child is comfortable and entertained throughout the flight.
ON ARRIVAL
6.13.21 Upon landing‚ your child will be introduced to a FlyNamibia / handling agent host‚ who will escort them through airport immigration (international flights only) to arrivals and personally hand them to the parent or guardian. This person must carry proof of identification. Kindly ensure that the appointed guardian is not late‚ causing unnecessary distress to the child.
TRANSIT STATIONS
6.13.22 At transit stops‚ your child will always remain in the care of the ground staff.
ONWARD AND RETURN FLIGHTS
6.13.23 Should you need to change your child’s travel plans‚ inform FlyNamibia at any time before or during the trip as restrictions do apply to some airfares. There are also restrictions on the number of unaccompanied children that are permitted on each flight. Please check that the request for travel as an unaccompanied minor is transferred to the new flight.
INFORM YOUR CHILD
6.13.24 FlyNamibia will do its best to ensure that your child has a pleasant journey from start to finish. Below are a few things that you can do to make it easier.
a) Make sure your child knows who is to meet them upon arrival at their destination.
b) Explain the importance of their Passport and Tickets and ensure that they can recognise both.
c) The Unaccompanied Minor identification lanyard cannot be removed as it is a form of classification.
d) Children must not leave the aircraft unattended and must wait for the cabin crew’s assistance before they exit the plane.
