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
Personal Care Attendant
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.
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Pack Your Stuff!
Each customer is permitted to carry up to one(1) 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.
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Personal-Assist Devices
Customers may take wheelchairs, walkers, canes, crutches, or assist devices, in addition to one (1) carry-on 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. Assist devices such as ventilators, respirators and nebulizers may not be used onboard the aircraft. Supplemental (medical) oxygen may not be transported on the aircraft. go! does not provide supplemental (medical) oxygen onboard.
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PAirport 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.
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.
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. 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.
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PAircraft 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.
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.
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 must occupy the floor space where the passenger sits and cannot obstruct an aisle or areas that must remain clear in the case of an emergency evacuation.
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.
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.
Personal Care Attendant
An attendant will be required for the following:
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Any customer who, because of a mental disability, is unable to understand or respond appropriately to safety instructions from go! personnel.
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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.
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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.
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Customers who advise go! they fit into one of the above categories will be required to provide their own personal care attendant. The attendant must pay the fare applicable at the time the reservation is made.
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