IflyGo Hawaiian Airline Assistance

go! Assist - Go Airline Customer Service

go! is happy to assist you in case you require special assistance. We want your flying experience to be safe, comfortable, and enjoyable. Let us know how we can better assist you. Although we do not require information concerning the extent of your disability, the more you can share with us about your travel needs the better we are able to assist you.

If you encounter problems or difficulties when traveling with us, feel free to ask our go! customer service personnel for a Complaint Resolution Official (CRO). Our CRO's have been specially trained and are aware of applicable Federal Aviation Administration (FAA) and Department of Transportation (DOT) disability regulations. They will be glad to respond to your concerns. Our CROs are available at all airport locations.

Aircraft Access
Airport Access
Touchdown!
Batteries
Flight/Gate Information
Inflight Assist
go! New Booking
Wheelchairs
Pack Your Stuff!
Personal-Assist Devices
Medical Oxygen and Medical Portable Electronic Devices

Safety Assistant
Pre-Boarding Assist
Safety Briefing Assist
Seating Accomodations
Safe & Secure
Service Animals
Telecommunication Device for the Deaf (TDD)
Ticket Counter/Gate Access
Wheelchair Stowage

go! New Booking
When making a reservation online or through go! reservations, please make the need for your assistance known. This way your request will be part of your flight record.

Pack Your Stuff!
Each customer is permitted to carry up to one(1) item and one small personal item on board the aircraft. We recommend you include any medications or other essential items in your carry-on luggage.

Our airplanes do not have refrigerators onboard, so please plan accordingly.

If you use needles/syringes to inject medication, you must have appropriate medical documentation with you that verifies your medical condition and need for the medical procedure in case security officers at the airports have questions.

Personal-Assist Devices
Customers may take wheelchairs, walkers, canes, crutches, or assist devices, in addition to one (1) carry-on item and one small personal item. Devices can be stowed in an overhead bin, underneath the seat or in the aft cargo bin. A device can be stowed if it meets the size and weight restrictions for approved storage space on the aircraft.

Please contact a go! Customer Care representative for more information.

Medical Oxygen and Medical Portable Electronic Devices
Assist devices such as ventilators, respirators and portable oxygen concentrators may be used onboard the aircraft provided they are FAA approved. go! does not provide nor transport supplemental (medical)oxygen onboard.

If you require medical oxygen, you can travel with approved models or portable concentrators (POCs):

AirSep FreeStyle
AirSep LifeStyle
Inogen One
Resperonics Evergo
SeQual Eclipse
Delph Medical Systems' RS-00400
Invacare Corporation's XPO2
DeVilbiss Healthcare Inc.'s iGo
International Biophysics Corporation's LifeChoice
Inogen Inc.'s Inogen One G2
Oxlife LLC.'s Oxlife Independence Oxygen Concentrator

POC rentals and service are available from Oxygen to go at 877-736-8691.

Physician's statement:
To use a POC in flight, you must show a physician's statement at the gate. The physician's statement must state:

That you are able to hear/see the alarms/indicators and take appropriate action when necessary.
Whether oxygen is necessary for all or a portion of the trip (constant or intermittent).
The maximum oxygen flow rate corresponding to the pressure in the cabin of the aircraft under normal operation conditions.

Before you travel

You must carry an adequate number of fully charged batteries onboard, based on the battery manufacturer's estimate of the hours of battery life while the device is in use and the information provided in the physician's statement, to power the device for not less than 150% of the expected maximum flight duration and damage.
go! recommends that passengers plan to bring 50% more batteries than recommended to ensure they have enough to last throughout the flight.
You must ensure that extra batteries carried on board to power the device are packaged and protected from short circuit and damage in accordance wth SFAR 106, Section 3(b)(6).
You must notify go! (or the operating carrier on a code-share flight) 48 hours before scheduled departure to learn the expected maximum duration of your flight in order to determine the required number of batteries for your particular ventilators, respirators, continuous positive airway pressure machine, or POC.

Please contact a go! Customer Care representative for more information.

Airport Access

Ticket Counter/Gate Access
go! works closely with the airports we serve to ensure that all facilities are accessible to everyone. If facilities are not accessible please let us know.

Flight/Gate Information
All flight information is visually displayed for all customers. Ticket and gate agents provide verbal flight information including arrival announcements, boarding announcements, and any flight irregularity information. Passengers who require information be relayed via alternate means should self-identify upon check-in.

Telecommunication Device for the Deaf (TDD)
TDDs are available at most airports and are appropriately marked. Our customer service agents will be happy to assist you in locating TDDs.

go! reservations and customer care may be reached via Dial 711 Telecommunications Relay Service. Information regarding Dial 711 may be found here

Safe & Secure
Airport security screening is required for all customers. A hand search can be performed for people with disabilities and private screenings are available upon request.

Pre-Boarding Assist
go!personnel are available to assist customers with disabilities in boarding, deplaning, and connecting with their flights. We will provide assistance in getting customers to and from gates. However, we are not equipped to provide full monitoring while waiting at the gate. Please let our agent know if you have a seating preference (bulkhead, aisle, etc). go! does not offer assigned seats, however customers needing assistance in boarding are invited to board first. We will provide transfer service on and off the aircraft using boarding or aisle chairs that are designed for aircraft aisles. If you are making a connection, we will provide assistance between flights using our wheelchair service. If requested, we will make available your own wheelchair from the aircraft cargo compartment for your use during your layover. However, please keep in mind that there is limited time between flights and when factoring any required assembly and disassembly, this option often becomes impractical.

Aircraft Access

Seating Accommodations
go! does not offer assigned seating, but we will do our best to honor specific seating requests for customers with disabilities. Seating is on a first come first serve basis, and we suggest you check in at least one hour prior to departure to better serve your request. Some seats may be restricted in order to comply with FAA safety regulations.
go!Express passengers with special needs please follow the link below to learn more about Island Air services. Upon booking your trip, please notify your go! reservations agent of any special needs you may require. Mahalo.
IslandAir Services

Wheelchair Stowage

Bombardier CRJ200 aircraft are not equipped for onboard wheelchair stowage.

You can check your wheelchair at the ticket counter or the gate. We appreciate your checking powered equipment that may require disassembly at the ticket counter so we can arrange for proper handling. You may use go! wheelchair equipment after checking your personal wheelchair. Since you know your wheelchair best, please provide instructions on assembly and disassembly, if necessary, to properly store it on the aircraft. Detachable items such as seat cushions and footrests can be carried onboard or checked with the wheelchair in the cargo compartment.

To insure all customer’s needs are accommodated, advance notice of powered equipment is appreciated.

Batteries
If the wheelchair is electric, please identify the specific battery type so employees may establish correct federal "dangerous goods" handling procedures. Wet-cell batteries are considered spillable, so we need to make special preparations to transport them by air. We will have to disconnect the battery and protect the terminals against electrical shorting. We will have to remove the battery if we cannot fit your wheelchair equipment upright through the aircraft cargo compartment door. The battery will be shipped in go!'s battery box to meet all federal handling requirements. We cannot transport damaged or leaking batteries by air.

Dry cell and gel-cell batteries are considered non-spillable and fewer requirements are required for their safe handling. We can leave powered wheelchair batteries attached when the equipment fits upright through the aircraft cargo compartment door. go! personnel will disconnect the battery post connectors and wrap each post connector with tape to prevent electrical shorts during shipping.

Onboard Wheelchair
go! CRJ200 aircraft are not equipped with onboard wheelchairs.

Service Animals
We welcome service animals trained to assist customers with mobility and visual and hearing disabilities in the aircraft cabin. A service animal cannot obstruct an aisle or areas that must remain clear in the case of an emergency evacuation.

go! has worked closely with the airports we serve to identify relief areas for passengers service animals. In some cases, the relief areas may be outside of the secured area; go! can not delay or hold aircraft while service animals are in the relief area. Please as a go! customer service agent for more information.

Inflight Assist
Our flight attendants are qualified to ensure your in-flight safety and comfort. They can assist you in stowing and retrieving carry-on-items and opening packages. Flight attendants are not permitted to assist with feeding or personal hygiene and lavatory functions. Flight attendants cannot lift or carry any passengers, and they cannot provide medical services such as giving injections. If your medical conditions require others to provide this type of care, you should travel with a ticketed companion who can see to these needs during the flight.

Safety Briefing Assist
Please let us know if you are deaf, hard of hearing, or have other special needs, so we can provide you with information or an individual safety briefing if you wish.

Touchdown!
At your destination airport, we can provide deplaning assistance and make available your personal wheelchair at the gate or at the baggage claim, whichever you prefer. If you choose to have your wheelchair delivered at baggage claim, we will provide wheelchair service to the claim area. To expedite the deplaning process, customers who request wheelchair service will be assisted off the aircraft after all other customers have deplaned.

For additional information, you may review the Department of Transportation regulations on Non Discrimination on the Basis of Disability in Air Travel (14 CFR part 382). The link to this site is http://airconsumer.ost.dot.gov/rules/rules.htm.

The Department of Transportation offers copies of this regulation in accessible formats. For further information please visit http://airconsumer.ost.dot.gov/index.htm .

Listed below is some brief information on services that we provide. We hope the following information will be helpful as you plan your trip.

Please call go! reservations toll free at (888) IFLYGO2 or (888) 435-9462 to request special assistance if there is a need that is not addressed by the options available online.

Safety Assistant
An safety assistant will be required for the following:

Any customer who, because of a mental disability, is unable to understand or respond appropriately to safety instructions from go! personnel.
Any customer with mobility impairment so severe the person would be unable to assist in his or her evacuation of the aircraft in the event of an emergency.
Any customer with both severe hearing and severe vision impairments that the customer would not be able to establish communication with go! personnel so a safety briefing can be given.
Customers who advise go! they fit into one of the above categories will be required to provide their own safety assistant. The assistant must pay the fare applicable at the time the reservation is made.