With a wheelchair, rollator, reduced mobility or in old age, from the plane to the hotel door: how the free assistance at Zurich Airport works, when to book it, which vehicle fits, what folding and non-folding wheelchairs mean – and how to plan the journey without stress.
For travellers with reduced mobility the stress often does not start on the plane but afterwards: long walks, the baggage belt, crowds in the arrivals hall, the question of how to get into the car or train with a wheelchair or rollator. With the right planning, almost all of it can be avoided.
This guide explains how assistance at Zurich Airport works, what to arrange in advance and what matters for the transfer – honestly, including where we reach our limits.
Assistance at the airport: free, but book it
Zurich Airport has an assistance service for travellers with reduced mobility that accompanies you from the aircraft to the arrivals hall – with a wheelchair if needed, through passport and customs control and to the baggage belt. On departure it works the other way round. The service is free of charge for travellers.
Important: notify your airline of your needs, ideally when booking and at the latest 48 hours before the flight. State whether you can walk short distances, whether you can manage stairs and whether you are bringing your own wheelchair. The more precise the information, the better the help on site is prepared.
What to tell the airline
Airlines distinguish different levels of support. These details help with good preparation:
- Mobility: whether you cannot walk longer distances, cannot manage stairs or depend completely on a wheelchair.
- Your own wheelchair: type (manual or electric), weight, dimensions and, for electric wheelchairs, the battery type.
- Other aids: rollator, walking sticks, medical devices, oxygen.
- Companion: whether you are travelling alone or with a companion.
- Assistance dog: assistance dogs usually travel in the cabin according to the airline's rules.
Arrival: assistance and driver meet
On arrival the assistance accompanies you to the public arrivals hall. There your driver waits with a name sign. Tell us when booking that you are arriving with assistance; the driver then knows it may take a little longer and will look out for you.
The 60 minutes of waiting time start with the actual landing. If the assistance takes longer, for example because the wheelchair has to come out of the hold first, send us a quick WhatsApp message. How the meeting point works is explained in Arrival 1 or Arrival 2?.
Which vehicle fits?
The right vehicle class depends on your mobility aids:
| Situation | Recommendation |
|---|---|
| Walking difficulties, walking stick, short distances possible | E-Class or S-Class, comfortable entry, driver helps |
| Folding wheelchair or rollator | E-Class for 1–2 people, V-Class with more luggage or a companion |
| Folding mobility scooter | V-Class, give dimensions and weight in advance |
| Non-folding power wheelchair, must stay seated in it | Special vehicle with ramp – please ask in advance |
Honestly: non-folding power wheelchairs
Our vehicles are Mercedes saloons and vans without a ramp. We transport folding wheelchairs, rollators and many folding scooters without any problem, and the drivers help with getting in and out. However, anyone who needs to travel seated in their wheelchair or has a heavy, non-folding power wheelchair needs a special vehicle with a ramp or lift.
In that case, please ask us before booking. We will tell you openly whether we can cover the journey and help you find a suitable solution – better an honest answer in advance than a surprise in the arrivals hall.
What the driver takes care of
Our chauffeurs help with luggage, with getting in and out and with loading the wheelchair or rollator. On request the driver pulls up as close as possible to the hotel entrance and accompanies you to reception.
For longer journeys, for example to the mountains, breaks can be planned; simply tell the driver when you would like to stop. For the return to the airport we plan the pickup so there is enough time for assistance on departure. How much time to allow at the airport is explained in How early should you be at Zurich Airport?.
Older travellers and travellers with invisible impairments
Not every impairment is visible. Anyone who tires quickly after a long flight, has difficulty finding their way or is hard of hearing also benefits from a calm, predictable arrival. Tell us in the notes field what helps you – for example, that the driver should contact you by message rather than by phone, or that you need a little more time.
For families with older relatives visiting Switzerland for the first time, a transfer is often the most relaxed solution: one driver, one vehicle, no changes.
Accessibility on trains and in hotels
If you continue by train in Switzerland, you can request boarding and alighting assistance from SBB. Many mountain railways are partly accessible, but not all; check in advance, especially for car-free resorts such as Zermatt or Wengen.
With hotels it is worth asking directly whether the room is genuinely step-free, whether there is a level-access shower and whether the entrance can be reached without steps. Enter the address precisely when booking; the driver will then choose the best place to stop.
Frequently asked questions about accessible transfers
Is assistance at Zurich Airport free?
Yes, it is free for travellers. Book it with your airline at the latest 48 hours before the flight.
Can I bring a folding wheelchair?
Yes, we transport folding wheelchairs and rollators in all vehicle classes; with a lot of luggage we recommend the V-Class.
Do you have vehicles with a ramp?
Our vehicles do not have a ramp. For non-folding power wheelchairs, please ask us in advance so we can find a solution together.
May my assistance dog come along?
Yes, assistance dogs are welcome. More on travelling with dogs is in Flying with a dog or cat via Zurich Airport.
Will the driver wait if the assistance takes longer?
Mention when booking that you are arriving with assistance, and message us on WhatsApp if it takes longer. The driver will plan accordingly.
Enquire about or book a transfer now – tell us in the notes field what you need.
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