PIA Special Assistance in Pakistan: Wheelchair, Escort Rules and What the Crew Will Not Do
Ask PIA for a wheelchair or help to your seat before you fly, using the Special Assistance Form. See the 4 cases that need an escort and what crew cannot do.
PIA offers special assistance to passengers with disabilities: help to and from the seat, an on-board wheelchair to the toilet door, and priority seating. Tell PIA before you fly, using the Special Assistance Form or a PIA reservation office. PIA's crew cannot help inside the toilet or with medicines, so some passengers must bring an attendant.
A wheelchair user booking a first flight from Lahore usually has the same worry: who lifts me, and where do I sit? PIA's own page answers both, but it is long and mixes Pakistan rules with United States and Canada rules. We read it in full on 11 October 2026. Below is the short version for passengers flying from Pakistan, what to ask for, when a companion is required, and what PIA says it will not do.
Tell PIA about your needs before you fly
PIA asks you to say in advance how it can help. The airline says you can get information on the assistance it offers through its website, or by contacting your local reservation office. You can record your needs through the Special Assistance Form on the PIA website.
Use the form or call 111-786-786 when you book, not at the airport. PIA warns that weather or a mechanical problem can force a last-minute change of aircraft. Early notice gives staff time to plan, and the notice stays on your booking.
For flights to or from Canada, PIA gives more detail. Wheelchair requests are passed to the service providers 24 to 36 hours before the flight. A request can be made at booking, after the ticket is issued, on the day of the flight, at check-in or at the gate. The request appears on the ticket and boarding pass as WCHR, which means wheelchair assistance only.
On board, crew help you move but not with personal care
On every PIA aircraft there is a wheelchair for use inside the cabin. This is what the crew will do:
- help you move to and from your seat,
- help you get ready to eat, and
- take you in the on-board wheelchair to and from the door of the toilet.
This is what the crew will not do. They cannot help with eating or drinking, with giving medicine, or with anything inside the toilet. PIA says passengers who need such help should travel with a personal care attendant or make other arrangements.
PIA also offers priority seating to passengers with a disability and says there is no limit on the number of passengers with a disability on a flight. The exception is the exit row. PIA does not seat passengers who could slow an evacuation next to an emergency exit. Our guide to PIA seat selection lists who is barred.
Some passengers must travel with a safety assistant
Most passengers with disabilities travel alone. PIA requires a safety assistant, also called an escort, in four cases. The assistant must be able to look after the passenger and to help in an emergency.
| Situation | Escort needed? |
|---|---|
| Travelling on a stretcher or in an incubator, or needing medical care in flight | Yes, and the attendant must be able to meet the medical needs in the cabin |
| Cannot understand or follow safety instructions because of a cognitive or developmental disability | Yes |
| Mobility impairment so severe the passenger cannot help in an evacuation | Yes |
| Severe hearing and vision loss with no way to talk to the crew | Yes |
If you are unsure whether you need an escort, ask PIA when you book. Do not wait for check-in. A refused boarding at the airport is far harder to fix than a phone call a week earlier.
Canes, crutches, frames and your own wheelchair
Walking canes, crutches and frames can go in the cabin if they can be stowed safely. A collapsible walking frame is fine if the crew can stow it. A frame that does not fold is not allowed in the cabin and must be checked in. You can use it up to the departure gate and hand it over there for priority stowage in the hold.
PIA's baggage guide lists a wheelchair as a free item, subject to the operator's rule. The PIA baggage rules cover the other free items.
Some passengers use Postural Support Equipment, a seat insert or harness that supports sitting. PIA allows it on all flights and carries your own equipment free of charge. You must install and remove it yourself, and the aircraft seatbelt stays the main restraint. For other types of equipment, contact the reservation office at least 7 days before departure and give the details.
A short checklist for the week before you fly
- Book the flight and send the Special Assistance Form straight away, or call 111-786-786.
- Say which help you need: wheelchair to the gate, help to the seat, or in-flight wheelchair.
- Decide whether you need an escort, using the table above.
- If you use postural support equipment that is not standard, call the reservation office 7 or more days before the flight.
- Arrive early, mention the request at check-in, and ask for the name of the staff member who will take you to the gate.
Also look at money. A 50% discount for disabled passengers on a different airline, with a special CNIC, is covered in the AirSial disabled passenger discount. For a free wheelchair or hearing aid on the ground, see Bait-ul-Mal's disability assistance.
If something goes wrong, complain in writing
PIA says that if you believe you were treated unfairly because of a disability, write by email, comment card or the online feedback form. You can also call 00-92-21-111-786-786. PIA says it complies with the United States rules in 14 CFR Part 382 on flights to and from the United States. Those rules do not cover flights between Pakistani cities.
Keep the booking reference, the name of the staff member and the time. Written detail is what gets a complaint handled.
Common questions
How do I ask PIA for a wheelchair?
Fill in the Special Assistance Form on the PIA website, or call the PIA Contact Centre or a reservation office when you book.
Does PIA charge for a wheelchair?
PIA's baggage guide lists a wheelchair as a free item, subject to the operator's rule. The special assistance page does not list a fee for the service.
Can PIA crew help me in the toilet?
No. Crew can take you to the toilet door in the on-board wheelchair, but not inside. Bring an attendant if you need that help.
Do I need an escort to fly with PIA?
Only in the four cases PIA lists, such as a stretcher, a cognitive disability or a mobility impairment so severe you cannot help in an evacuation.
Can I take a walking frame on board?
Yes if it folds and the crew can stow it. A frame that does not fold must be checked in. You can use it to the gate.
How we verified this
What we checked, where we read it, and what we could not confirm.
Last checked on 11 October 2026. Everything above comes from PIA's Special Assistance page and its baggage guide. The Canada details are PIA's own. The page does not give a fee for the service or a deadline for requests on flights inside Pakistan, apart from 7 days for unusual equipment. We did not test the form. Call 111-786-786 to confirm for your flight.
About the author
Public Services and Education Journalist
Fajr Riaz is a journalist and content writer at Pakistan Era, based in Lahore. She covers the questions people meet in everyday life in Pakistan: how a public service works, what a change in the rules means, and where to find a reliable answer.
