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Account Security and Verification Email Verification
An activation link (valid for 24 hours only) has been sent to your registered email ID. Please access your email ID to complete the verification process. If you have not received the email, please write to us at contactus@clubvistara.com.
In an effort to make your account more secure, we would request you to verify your email address and mobile number to access your Club Vistara Account. Please be assured that this is a one-time requirement only.
The account security enhancements include:
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- Verification of email address and mobile number
- Access to make changes to profile using One-Time Password (OTP)
For any concerns, write to us at contactus@clubvistara.com.
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Special Assistance
We believe that every customer is special. At Vistara, we ensure you travel without any worry and are here to assist you at every step.
When assessing a patient's fitness for air travel, the effects of typical aviation factors are to be considered. Although each case will be considered on its merit, the detailed guidelines are laid down for treating physician’s and customer’s reference. These are mere guidelines and cannot be considered as company policy. For detailed description, please refer to the ‘Medical Clearance Guidelines for Air Travel’ document available here. Some typical conditions are described below:
Epilepsy
- Customers with this condition can travel only if they are carrying their medication in their hand baggage.
- If customer has suffered from an epileptic fit or convulsion during the 24 hours preceding departure, he/she should not undertake air travel.
- We request customers suffering from epilepsy/fits to carry extra medicine to cover unexpected situations and advise them to avoid alcohol consumption prior to traveling and during their travel, ensure they are properly rested and avoid sleep loss, fatigue, exhaustion and avoid excessive consumption of tea/coffee/any caffeine containing drink.
Psychiatric Conditions
- Customers who have a diagnosed psychiatric illness are required to obtain MEDA clearance, if the customer has suffered from any conditions which required hospitalization or sedative medical treatment within the last 14 days prior to date of travel, then MEDA clearance will be required.
- We request customers suffering from psychiatric conditions to carry extra medicine to cover unexpected situations and advise them to avoid alcohol consumption prior to traveling and during their travel, ensure they are properly rested and avoid sleep loss, fatigue, exhaustion and avoid excessive consumption of tea/coffee/any caffeine containing drink.
Cognitive and Developmental conditions (e.g., Autism etc)
When deciding whether your loved one should travel alone, consider:
- Will they need continuous care or help with personal care?
- Is there any risk or chances of developing ‘meltdowns’ (sudden deterioration in behaviour)?
- Are they able to understand and respond to the safety briefing and any instructions from the flight crew?
- If their flight is cancelled or delayed, will they be able to spend a night in the airport or a hotel unsupervised?
Customers who need personal or continuous care or who are unable to follow safety instructions must travel with a safety assistant or an adult able-bodied escort.
Travellers' thrombosis (DVT)
Traveller’s thrombosis or Deep Venous Thrombosis (DVT) is a blood clot that forms in a vein, usually in the lower legs. Research has confirmed that if you are sitting in an aircraft, car, bus or train for more than four hours the risk of a blood clot forming may increase.
Factors increasing the risk of DVT include:
- Being over the age of 40
- Suffering previously from DVT or a pulmonary embolism or someone in your close family suffering from it
- Use of oestrogen-therapy, oral contraceptives ('the Pill') or hormone-replacement therapy (HRT)
- Pregnancy
- Recent surgery or trauma, particularly to the abdomen, pelvic region or legs
- Cancer
- Some inherited blood-clotting abnormalities and other blood disorders
If you think any of the factors above may affect you, seek medical advice before travelling. Your doctor may advise that compression stockings or anti-coagulant/antiplatelet medication can help to avoid the possibility of DVT. Any prophylactic medicines should be taken only after consulting your treating physician.
You can reduce the risk of DVT by:
- Drinking normal amounts of fluid
- Avoiding alcohol and caffeine
- Avoiding smoking
- Avoiding crossing your legs when you’re sitting down
- Taking a walk around the cabin regularly, if possible
- Standing in your seat area and stretching your arms and legs
- Doing regular foot and leg exercises during the flight
- Wearing loose fitting comfortable clothes when you’re travelling
If you recently had a DVT:
If you recently had a DVT but have been discharged from hospital IN stable condition after following all medical advice and treatment and your condition is resolved, you should be fit to fly. You are encouraged to discuss with your treating specialist in detail about risks associated and about mitigation strategies
Diabetes
If your diabetes is stable you can fly with no restrictions, however you need to take care that you look after yourself during your trip.
- If you are crossing time zones make sure you know how to manage your insulin regime throughout the trip.
- You should carry your insulin in your hand baggage, as it may freeze in the hold.
- Your insulin should be in the original packaging, easily identifiable and accessible during the flight.
- Always carry a prescription or supporting letter from your doctor to avoid delays at security or customs.
Food Allergies
Airline food can be sourced from difference sources/cities and countries.
When booking travel, customers can order a special meal. However, note that staff (including call centre staff) are unable to share personal allergen information with cabin crew. When travelling with us, you must therefore inform your cabin crew of your food allergy upon boarding your flight.
To assist with food allergies
- If you have a food allergy, you can check availability of special meal options which may be available and are suitable to your requirement. Also, if you find it suitable, we advise to book the request well in advance by calling Vistara call centre.
- You can bring your own food on board which may suit your requirement.
- Upon request and following boarding, cabin crew may be able to provide information relating to the allergens contained within the meals served, in most of the cases. In some instances (but not in all instances/or information regarding each and every food item available onboard). You can refer to food packaging in case required (for packaged food items). Do note whether allergen alert will be printed or not on the food packaging will depend on manufacturer and also the local country rules, from where the packaged food originates, and hence printing of such information on food packaging cannot be guaranteed.
- Customers can also carry the epinephrine/adrenaline auto-injector if their treating physician has advised accordingly. Do note to carry proper medical prescription/certificate of the same with you for presenting the same at security checks/customs.
Please note the following:
- We cannot guarantee an allergen-free cabin environment or prevent other passengers from bringing their own food on board, which may have some allergen in its content.
- For customers consuming food of their choice, not provided by the airline - we are unable to heat or refrigerate any food items you might bring with you. If you prefer to consume your own food, we suggest non-perishable food. You are also strongly advised to check the different quarantine laws of your transit and/or destination with respect to food types permitted into the country.
Severe (anaphylaxis) allergic reactions:
Severe allergic reactions on board are rare, but if you suffer from a severe allergy always speak to your doctor before you book to discuss potential risks and how you can minimise chances of suffering allergic reaction on flight.
Some tips to prepare for uneventful journey:
- If you have been prescribed an epinephrine/adrenaline auto-injector, then make sure you carry this with you in your hand baggage. Take an emergency treatment plan and a letter signed by your doctor with you to minimise delays at airport security checks. But do note it will still be security personnel’s decision whether to allow the auto-injectors on person/in hand baggage.
- Clearly label your medication to show who it should be administered to.
- Passengers can wipe down their seating area to help prevent inadvertent contact with allergen traces. Passengers must bring their own suitable wipes for this purpose.
- When boarding the aircraft, you may want to must inform cabin crew of your food allergy.
- If you desire, you can advise cabin crew and the people seated next to you of your allergy, where you have placed the medication and what to do in an emergency. Our cabin crew can speak to people seated near to you to help explain your allergy.
- Ensure your medication is easily accessible throughout the flight, e.g., place it in the seat pocket or on you personally, while being seated.
- Cabin crew are trained to recognise symptoms of mild to severe allergy and administer basic first aid treatment but they cannot administer injections. Hence if you are travelling with family, friends or guardians, they would be expected to treat you first.
Spinal Support Equipment (SSE)
- Customers must bring their own Spinal Support Equipment and should be fully responsible for installation, usage and removal while on board.
- Customer supplied spinal support equipment will be carried free of charge.
- If you are planning to travel with Spinal Support Equipment, we recommend that you contact Vistara Call Center, at least seven working days prior to departure and inform us of your SSE specifications (exact dimensions, size, material, weight, instructions regarding how it is used, photographs, technical brochure etc.). We will get the same checked with our engineering team to ensure that your equipment can be safely accommodated in the aircraft.
Internal Medical Devices, Pacemakers, DBS setup and Implanted Metal Items/Devices for Orthopaedic Use (like artificial joint replacement, metal wires/nails for fracture treatment etc.)
- If you are travelling with an internal medical device, such as a pacemaker or implanted defibrillator, DBS (Deep Brain Stimulation) equipment/setup or any other implanted metal items; then kindly inform at the time of check-in and also to the security personnel at the airport before the screening (security checks) begins.
- You can also inform them in case you do not want to undergo metal detector screening and want to have manual hand pat-down security check to be conducted. But do note decision of airport security personnel will be final in such cases.
- Do note there is no special clearance is required nor provided/issued by the airline. You are advised to carry medical document and technical brochure of the equipment (if applicable) issued by the treating doctor/physician/surgeon along with you in hand baggage for reference of the security personnel.
Stretcher case travel/requirement on board
Vistara currently accepts customers travelling on a stretcher on Vistara operated flights only. Stretcher case can be supported only on direct flights. If there is change of aircraft is involved a transit station, then stretcher case cannot be supported. Travelling on a stretcher is subject to prior MEDA clearance approval.
Customer should submit the duly filled MEDIF form at least 48 hours in advance from the date of travel and maximum 10 days before the date of travel, so that the necessary arrangements can be made and feasibility can be confirmed for final confirmation/denial of stretcher. MEDIF form needs to be complete in all aspects. 48 hours timeline will be applicable from the time MEDIF form completed in all aspects is received. If incompletely filled MEDIF form is received, it will lead to delays and it will be the responsibility of the customer.
Stretcher case travel approval can only be issued for specific flight. Customers will need to provide exact travel details to ensure the same is duly arranged for. Due to logistical arrangements required (which sometimes may even involve rescheduling flight timings), such clearance cannot be issued as generic clearance applicable for any flight on that sector. If travel plan changes after obtaining MEDA clearance for stretcher case, then such clearance will have to be obtained again, keeping in mind the minimum 48 hours timeline required for such clearance before travel date.
Stretcher cases are accepted only on direct flight or on multiple flight sectors if it does not involve change of aircraft at transit stations.
Only 1 stretcher case per aircraft will be permitted as per standard stretcher fitment location, which will depend on aircraft type.
Charges/fares applicable for stretcher case travel, cancellation charges (wherever applicable) etc. can be sought from Vistara Call Center. Exact charges will be calculated and informed to the customer after medical clearance is issued.
Medical oxygen (onboard oxygen)
Cases requiring upliftment of additional oxygen cylinders should submit the duly filled MEDIF Form at least 48 hours in advance (at medical.clearance@airvistara.com) and maximum 10 days before the date of travel, so that necessary arrangements can be made. Limited number of oxygen cylinders can be made available on the aircraft for use of medical passenger.
Such additional therapeutic oxygen can be provided on request only if 48 hours advance notice is given. Note: Aircraft oxygen cylinders can deliver oxygen only at fixed flow rates of 2 or 4 litres/minutes only.
Exact number of oxygen cylinders required will be decided by Vistara Medical Department, based on flow rate advised in MEDIF form submitted by the customer, exact flight duration and coverage required for unanticipated situations (like diversions, flight delays, air traffic congestion etc.). Hence while calculating amount of oxygen required, we calculate approximately for 150% of the scheduled flight duration. If the numbers of oxygen cylinders required on board are more than the logistical limitation of maximum number of oxygen cylinders which Vistara engineering team can place safely on board the aircraft, the MEDA clearance maybe denied owing to logistical limitations.
Important Note: With onboard oxygen cylinder provided by airline, only standard accessories/mask available/provided by airline can be used (like oxygen pipe and mask which are pre-attached with the cylinder). No other/outside/personal accessories like piping system, masks etc. can be fitted to this airline provided oxygen cylinder.
Charges will be applicable for the oxygen bottles provided on board and will be informed to you by Vistara Call Center upon confirmation of MEDA clearance.
Please find below the details:
- Only in-flight oxygen will be provided by the airline; customers will have to make their own arrangements for oxygen on ground at departure and arrival station and/or on-ground at transit station (like airport ambulance and its charges, ambulift/towable ramp for direct boarding and its charges, if applicable).
- The charges for oxygen cylinders will also apply to customers using stretchers on-board and requiring oxygen additionally.
- The abovementioned provisions are applicable only on Vistara operated flights. For interline and codeshare, the ‘Operating Carriers' rules will apply, please confirm well in advance with airline in such cases.
‘Portable Oxygen Concentrator’ (POC), Other ‘Portable Medical Electronic Devices’ (MPED) and ‘Respiratory Assistive devices’
Carriage of life saving medical equipment (POC, MPED and Respiratory Assistive device) on board will be permitted but do note following points regarding the same. All medical equipment on board must be secured for take-off and landing. Please ensure the following:
- All equipment must be battery operated (dry, non-spillable, sealed batteries only).
- The battery does not require to be charged in flight. There are no charging facilities onboard Vistara aircrafts.
- The use of medical equipment should be validated from medical point of view, and it should not emit any electromagnetic radiation which could interfere with the communication/navigation of the aircraft or aircraft equipment.
- There is an adequate supply of fully charged batteries, this will be responsibility of the customer who wish to carry medical equipment onboard. Additional batteries carried should be able to last for about 150-200% of maximum expected flight duration.
- Airline does not provide any accessories for POC and other Respiratory Assist Devices. Customer will have to carry own accessories with them.
- For any self-powered medical devices like, but not restricted to, Portable Oxygen Concentrator (POC), Automated External Defibrillators (AED), Nebulizer, Continuous or Bi-level Positive Airway Pressure (CPAP or BIPAP) and any other MPED, additional batteries carried on board must be packed in accordance with the relevant IATA Dangerous Goods Regulations and requirements for safety, security of hazardous material. You can contact the Vistara Call Center for further guidance on maximum quantity of additional batteries acceptable on board, special packaging instructions etc.
- ‘PORTABLE OXYGEN CONCENTRATOR’ (POC) – Customers may bring and use their own Portable Oxygen Concentrators (POCs) on board an aircraft and also for use on ground. Please note: Vistara accepts only Federal Aviation Administration (FAA) approved POC equipment on board, which are acceptable from safety and security point of view for airline travel. List of FAA approved POCs can be checked on FAA website, before planning your travel or you can check the technical brochure of the equipment, which may contain the mention of FAA approval being accorded to the said POC model.
- POC equipment will be allowed to be carried onboard as long as it is FAA approved model and the FAA approval can be shown/proven at check-in counter. FAA approval can be checked on FAA website or in the technical brochure of the equipment or it can be found stamped/engraved on the equipment itself.
- There is no advance notice or clearance for POC, MPED and any other Respiratory Assistive Devices is generally required to be obtained. But do note, any medical equipment carried will still be subject to security checks of the equipment which is conducted by airport security agency (CISF) or any other equivalent airport security agency, on the day of travel as regular security check procedure. Since these agencies are completely independent, and hence any Vistara employee cannot influence their decision. Hence you are advised to carry all medical documents and technical brochure/documents of all medical equipment, with the customer in hand baggage at time of traveling and need to be presented in case the same is required by the security personal. In case of any denial of permission to carry the equipment, decision of security agency personnel will be final and binding.
- It is important to note that the customer should be able to operate the POC/Medical equipment (MPED)/Respiratory Assistive Device, appropriately or should be travelling with the person who is technically capable to operate the said equipment. Please note that the cabin crew are not trained to use/handle any POC/MPED/Respiratory assistive Device, and hence will not be able to help in this regard, while on board.
- Any POC/Medical equipment (MPED)/Respiratory Assistive Device carried onboard just as additional baggage (but not to be used during the flight) or if carried in check-in baggage; same will not require any clearance to be obtained, nor any clearance will be provided/issued by the airline in such circumstances. Same will also depend on security clearance/checks done by airport security agencies.
- For use during flight, your device must fit under the seat in front of you. If your device is unable to fit under the seat, you may not use it during your flight but you can still carry it on board where it will be stored in the overhead baggage compartment
- Additional restrictions for any medical equipment may apply if your machine is powered by lithium batteries. Please check relevant guidelines regarding carriage of batteries, how many maximum nos of batteries can be carried and its packing instructions by calling Vistara call centre.
- Please note that, as with all POC/Medical equipment (MPED)/Respiratory Assistive Devices carried on board an aircraft, the operating captain has the right to request that any device be turned off if he/she believes is affecting the aircraft systems. If such a request is made, the device must be turned off immediately and operating crew’s instructions to be complied.
- If you are a POC/Medical equipment (MPED)/Respiratory Assistive Device user holding a valid FREMEC (Frequent Medical Travelers) card; no ‘Physician Statement for Medical Equipment’ form is needed before taking a flight, provided there has been no change in your condition or the assistance required as per details mentioned on FREMEC card and the card is within its validity period on the date of travel. It will be customer’s responsibility in case there are any changes in medical condition and same is not informed in advance.
The airline or its staff cannot be held responsible for withholding any information or providing wrong information and submitting falsified/forged documents
Personal oxygen cylinders and cans
For safety and security reasons, personal oxygen cylinders/cans brought by customers are strictly not accepted on board. For carriage of personal oxygen cylinders/cans in cargo/check-in baggage (though same is not a medical issue and hence no medical clearance is required/issued for this purpose) will still be subject to ‘Dangerous Goods Regulations (DGR)’. For more information, please contact the Vistara Call Centre. Visit the Contact Us page at the bottom of the page for more information.
Medications and needles
Generally, customers are permitted to carry medications and associated supplies (including needles, syringes, and auto-injectors etc.) for the treatment and control of their medical conditions on board. The same will still be subject to local airport security checks at departure station, transit station (if applicable) and customs clearance at arrival station. Airport security/customs is/are handled by an independent agency and any airline or its staff cannot influence their decision. Please note that in case of international travel, different countries may have different rules and regulations regarding controlled substances, prescription medicines and needles or injections carriage. As we do not have any control over the same and cannot claim any responsibility, customers are advised to obtain relevant information from applicable authorities well in advance from the date of travel.
Regulations from different countries and the legal status of different types of medicine can vary from country to country and the carriage requirements are not consistently enforced. This applies to both over the counter and prescription medications. Hence it will be the responsibility of the customer to obtain correct information regarding legal status of medicines in particular country, from relevant official sources of that particular country before carrying such medications. Airline or its staff cannot take any responsibility for the same. Also, to ensure a smooth transition through local airport security or customs, you are recommended to carry a letter from your doctor confirming that you require such medication and have them clearly labelled along with their generic names, if possible.
Needles and syringes
Bringing needles on board may be subject to the local country’s safety and security clearance procedures at airport (which is handled by airport security agency) and it is beyond the control of the airline and its staff. Please check with the specific country’s security and customs agencies you are transitioning or arriving. It is recommended that the syringes and injectable medications are carried together and be clearly labelled to identify your name and the medication or that you carry a medical certificate or supporting letter from your doctor indicating your name and the medication.
Refrigeration of medication inflight
For hygiene reasons, we will not be able to refrigerate your medication on board. If you are bringing medication which requires refrigeration, you should pack them into a cool bag or vacuum flask along with dry ice in quantities which are allowed as per Dangerous Goods Regulations (DGR). Also in such cases, it will need to be suitably packed to allow the carbon dioxide gases to evaporate freely. Please check the rules and regulations and inform our airport staff that you are carrying dry ice onto the flight when you check-in. Ice/gel packs if used for cooling purpose should conform to local airport security agency’s guidelines concerning maximum amount of liquid/gels allowed to be carried on board. These are subject to security checks by local airport security agency, which is beyond control of airline and its staff.
Advice to Customers for Carriage of Medications
- Review medication regulations with the relevant authorities, especially for travel with controlled drugs, needles, syringes etc.
- Carry medicines in a correctly labelled container as issued by the pharmacist.
- Carry a copy of all prescriptions, including generic names for drugs, along with the actual medication in the hand baggage, especially for controlled substances and injectable medicines.
- Ensure adequate supplies of medication are carried in both hand and checked-in baggage.
MEDA CLEARANCE (MEDICAL CLEARANCE TO FLY)
Customers with conditions that are likely to deteriorate during a flight or may aggravate and pose a safety/security risk to self/others require special clearance as per standard aviation regulations.
For medical clearance, customers are required to fill a MEDIF form as per detailed instructions mentioned therein and submit the same to medical.clearance@airvistara.com.
Any decision of the TSAL medical team related to additional medical assistance, type of escort required (as and if applicable) will be final.
MEDA clearance timeline:
Minimum time for MEDA clearance (including stretcher case approval/handling) application is 48 hours before the date of travel; from the time MEDIF form complete in all aspects is received. In case incompletely filled form is received, then 48 hours will be from the time complete MEDIF form is received. We recommend that you plan your travel with due consideration to minimum time required for MEDA clearance.
Maximum duration before the date of travel when such application can be made is 10 days.
MEDA Clearance to fly is generally required in the following scenarios:
- Customer suffers from any disease, which is believed to be actively contagious and communicable.
- Customer, because of certain diseases, or incapacitation may have or develop an adverse physical condition which could have an adverse effect during flight and on safety and emergency evacuation procedures like a customer’s fitness to travel is in doubt as a result of recent illness, hospitalization, injury or surgery and there is reasonable doubt that they can complete the flight safely without requiring extraordinary medical assistance during the flight e.g. breathing difficulties, unstable angina, terminal illness etc.
- Customer would require medical attention and/or special equipment to maintain their health during the flight.
- MEDA Clearance is required for customers who:
- Would be travelling in a stretcher on-board or with an incubator
- Needs medical oxygen during the flight
- Complicated (single/multiple) pregnancy cases between 29-32 weeks
- In case of an infant if new-born suffers from serious illness which may be covered in abovementioned points.
Scenarios in which case MEDIF (Medical Information) Form (Prior MEDA Clearance) is not required
- Guests requesting for wheelchair due to old age, arthritis, post-poliomyelitis, muscle weakness condition, locomotor disability or joint sprain etc. in the absence of any other significant medical condition or illness.
- Hearing, speech and visual disabilities and difficulties.
- Guests with chronic, stable, controlled disorders like Diabetes Mellitus, Thyroid conditions Hypertension etc.
- FAA approved Portable Oxygen Concentrator (POC) and Respiratory Assist Devices (like BiPAP, CPAP etc for sleep apnoea and other conditions) provided the medical conditions it is used for, are stable and there has been no recent hospital admission, deterioration etc in the same.
Instructions for completing MEDIF Form
For medical clearance, MEDIF form will need to be filled and submitted as per instructions mentioned. However, some salient points are as follows:
- Part 1 of MEDIF form: To be filled by trade partner or customer themselves. All travel details are to be completely and compulsorily filled. Declaration in Part 1 is also compulsory and should be signed by customer or his/her relative/representative. Without this declaration, MEDA clearance request cannot be processed.
- Part 2 and 3 of MEDIF form: To be filled and signed with stamp of doctor (minimum MBBS or equivalent qualification in modern medicine/allopathy doctor’s signature and stamp only will be accepted). All columns to be filled. If any column is not relevant, please mention ‘Not Applicable’ therein.
- The MEDIF form which will be submitted by the customer needs to be complete in all aspects. Incomplete or casually filled MEDIF forms may cause delay in processing medical clearance. Minimum MEDA clearance timeline will be followed from the time MEDIF form complete in all aspects is received. Incompletely filled form will mean delay in processing.
Cautionary Note:
- Cabin attendants are not authorized to give special sanitary assistance to any particular customer, to the detriment of their services to other customers as they are authorized food handlers. Additionally, they are trained only in providing basic first aid and are not permitted to administer any injections, give medication from medical kit or advanced medical treatment/procedures.
- As a safety regulatory requirement, feet/lower limbs should not be extended towards the aisle or on adjoining seat/seats. If it is not possible, then the customer must opt for a stretcher.
- Customer should be able to travel while utilizing normal aircraft seat with seat back upright and knees bent. If it is not possible due to any reason, then the customer must be required to opt for a stretcher.
- Do note in rare case if medical condition of the customer suddenly/unpredictably deteriorates at the time of boarding (despite obtaining MEDA clearance in advance) then boarding may be denied and will cause offloading of the customer for further assessment and treatment at airport medical centre, in the interest of health and safety of the customer. Boarding may also be denied in case it becomes apparent that customer cannot be seated in the normal upright and knees bent position (due to any reason). Prior MEDA clearance does not guarantee carriage if the condition of the guest has deteriorated after clearance has been obtained. It will be the responsibility of the customer or their representatives to inform the airline, in case of change or deterioration of medical condition after obtaining MEDA clearance.
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