Special assistance

Customers with cognitive disabilities

If you have cognitive challenges, JetBlue's awareness of the assistance needed is very important. These disabilities are not always obvious and each customer's situation is unique. Please communicate with our crewmembers at the time of reservation and with crewmembers at the airport to ensure the assistance is provided.

Some examples of services offered are:

  • Autism – If you or a traveling companion has Autism, upon request we can provide, disability seating, pre-boarding and time to get settled before the other customers board the aircraft. Please let our airport crewmembers know your needs for the best experience. All our customers must comply with safety requirements such as fastening seatbelts and remaining seated during required taxi, takeoff and landing times.
  • Dementia / Alzheimer's / Down syndrome – If you or a traveling companion has dementia, Alzheimer's or Down syndrome, JetBlue can provide escort assistance from the ticket counter to the gate upon request. This assistance does not involve wheelchair assistance unless requested. If you have a family member or friend you would prefer to provide this assistance, a gate pass can be requested for them to go to the gate and stay until departure. In addition, a family member can obtain a gate pass upon arrival to meet you at the gate. These requests are made at the airport at the time of check-in and the name of the person for pick up must be communicated at the time of check-in as well.

A pre-board courtesy is provided for our customers with cognitive disabilities before other customers. Please request this service at the gate prior to any boarding beginning. You must be in the boarding area when the pre-boarding begins to be offered this courtesy.

Disability seating is available upon request outside 24 hours from departure and this action is highly recommended to ensure disability seating is available. If you arrive at the airport on the day of departure without appropriate seating, please make your request known at the ticket counter and JetBlue will do their best to make the accommodation.

Services not provided by JetBlue

If you or a family member requires assistance inside the lavatory, administration of medications and feeding during flight, travel must include a Personal Care Attendant . JetBlue does not provide this assistance and a final assessment will be made by JetBlue crewmembers at the time of departure to ensure the customer traveling has the assistance needed.

Gate pass assistance

A friend or family member can provide disability-related assistance for you to the gate and stay until departure. A gate pass request must be made at the ticket counter for departing flights and noted in the reservation for arriving flights. Just make sure the person assisting goes to the ticket counter to get the gate pass and brings with them a valid government issued photo ID. When TSA and airport security levels are high, a gate pass may not be permitted.

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