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Health and special assistance

Assistance for passengers requiring special assistance

Tsaradia wants to offer the best travel experience by offering the best comfort conditions at the airport as well as on board. To do this, Tsaradia has set up a set of services adapted to the needs of people in need of special assistance or people with reduced mobility to offer them a serene and safe journey.

To ensure the smooth running of your flight, please inform us in advance of any disability, mobility impairment, visual or hearing impairment, or mental health disorder that requires special attention on our part at the airport or during your flight.

Passengers requiring a wheelchair

If you are travelling with your wheelchair, or if you wish to benefit from wheelchair assistance, or any other need for mobility assistance for travel to the airport, please inform us at least 72 hours before departure.

You can inform us when you purchase your flight ticket or when booking the assistance service by using the special assistance form or by contacting our customer service at +261 20 23 444 44.

The Service is available to passengers requiring a wheelchair :

  • to reach an/or depart from the gate 
  • to clear customs;
  • to collect your luggage.
  • to get to the plane (WCHS)

Note that an escort is mandatory for assistance on board for completely immobilized passengers (WCHC), i.e.:

  • who require a wheelchair to travel to and from the aircraft,
  • which must be carried up and down the stairs and to reach and leave their seats;
  • The maximum dimensions for wheelchairs or moving aids on Tsaradia ATRs are: 150 x 50 x 143 cm for a maximum weight of 190kg. The wheelchair must be foldable.

Passengers with hearing impairment

Inform a boarding agent or crew member if you need assistance hearing important updates related to your flight.

The traveller may not need assistance at the airport, but it will still be necessary to inform the boarding and on-board staff if the traveller is deaf or hard of hearing. 

This will allow ground and on-board personnel to inform the passenger of the on-board safety briefing and any significant flight updates.

Visually impaired or blind passenger

If the traveller is accompanied by a certified service dog, the dog must be reported in the booking file.  The guide dog or accompanying dog is transported free of charge in the cabin and is exempted from wearing the muzzle.

Assistance for the seniors

Senior passengers with mobility difficulties are given priority boarding and assistance at the airport.

Pregnant woman and pregnancy

If you are pregnant, you may travel on Tsaradia flights with the following restrictions:

A pregnant woman can travel up to the 7th month (28 weeks) of pregnancy by submitting a proof document of month of pregnancy. This can be a medical certificate or any other pregnancy monitoring document. From the 8th month (32 weeks), she is no longer allowed to travel.

Passenger requiring medical clearance

If you suffer from a pre-existing illness and require special assistance, please inform us by filling out the required form or by contacting our customer service in advance. This allows you to take the necessary precautions and ensure your safety and comfort throughout your trip.

    The company may require medical clearance from passengers:

    • who appear to be carriers of a contagious disease or whose health directly threatens the health and safety of other persons on board the aircraft;
    • whose medical condition reasonably suggests that the person may travel safely without the need for special assistance during the flight (e.g., people with a serious medical condition such as a recent heart attack, stroke or embolism, or who have had a recent operation or serious injury).
    • Which require medical treatment during flight (e.g.: extra oxygen or infusions).
    • People who are ill, have a mental disability, psychiatric disorder or with an unstable physical disability and in particular whenever the booking agent is informed that the passenger and/or could be a risk to the safety of the flight or the cause of a diversion, or could see his health deteriorate during the trip.
    • People with cast leg. (MEDA + EVASAN)

    children travelling alone

    We offer an assistance service for unaccompanied minors (UM), for children aged 5 to 11 traveling alone.  We take care of your child’s journey from the airport of departure to the airport of arrival so that you can leave with peace of mind.

    You can book tickets and unaccompanied minor service through our call centre or a Tsaradia agency.  Please note that you will need to provide your contact information (name, telephone number and mailing address) for the child’s host at the destination airport. The person who buys the ticket and the person who will greet the child at the destination airport must be adults.  It will always be under our supervision.  We will ensure that you are kept informed of all flight information and updates.

    A consent and management form authorizing the child to travel must be signed by the responsible adult parent(s) or legal guardian by providing proof of identity.

    The parent(s) or legal guardian must remain at the airport until the aircraft has departed.


    Medical Evacuation (MEDEVAC)

    Request a medevac

    The request to set up a Sanitary Evacuation is to be sent by e-mail to evasantz@tsaradia.com with a copy of the ports of call and agencies of departure and arrival as well as any transit stopover. It must mention:

    •  The name of the patient
    •  Request to Install a Stretcher
    •  The disease
    •  Whether or not an accompanying physician is required
    •  If required, the request for the supply of oxygen + number of cylinders required, specifying the flow rate, 2L/mn or 4L/mn continuously or discontinuously.
    •  the flight number, itinerary and duration of the flight, departure and arrival times of the flight with transit time if the flight is not direct.
    •  The need for an ambulance at departure and arrival

    Evacuation sanitaire en position couchée ou sur civière :

    The realization of a sanitary evacuation (EVASAN) on stretcher is conditioned by:

    • the availability of seats necessary for the installation of the stretcher,
    • availability of the necessary oxygen kit and cylinders during flight and transit time,
    • the possibility of boarding the sick passenger on board.

    On the day of departure, the medical team of the Air Madagascar clinic at Antananarivo airport or the Medical Service at airports in the province must validate or not the boarding according to the condition of the sick passenger and especially if his condition has worsened since the purchase of his ticket.

    If the passenger’s condition is critical, Tsaradia may refuse boarding even after payment of the ticket, other assistance services and the commencement of a multi-leg flight. Depending on the passenger’s condition, this arrangement may also be taken before each departure in the case of multi-leg/transit flights.

    Tsaradia may refuse to transport an EVASAN passenger if the required conditions cannot be met.

    * The price indicated is valid for a one-way ticket, taxes included, depending on availability on the booking date and travel dates. Prices displayed in Euro vary according to the exchange rate of the day and likely to increase without notice. Details of the modification and refund of the ticket price before purchase.

    ❗ PASSENGERS ARRIVING AFTER CHECK-IN TIME WILL BE DENIED BOARDING! MAKE SURE TO ARRIVE AT LEAST 2 HOURS BEFORE THE FLIGHT. MASKS ARE MANDATORY ON ALL FLIGHTS