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Heston Airlines
Publishes assistance information but no mobility-aid carriage detail.
Fragments only. Heston Airlines publishes some assistance information but not a full mobility-aid policy. What is below is everything it actually states. Everything marked “not published” genuinely is — confirm it with the airline rather than assuming the international baseline applies.
Wet-lease / ACMI operator. Heston Airlines usually flies aircraft and crew on behalf of other airlines. If your ticket says another airline, that airline’s wheelchair policy governs your booking — but the aircraft’s physical hold limits are this operator’s.
Who to contact
Transcribed from the airline’s own pages, exactly as it labels them.
- EmailCustomer support — baggage claims, EC261 claims, general help
- EmailGeneral enquiries
- Online form
Heston publishes no telephone number of any kind for passengers, no disability desk and no PRM e-mail. Special assistance must be arranged through the tour operator / travel agent before the ticket is sold; customer@heston.aero is a claims and general-support mailbox.
Read it from the source
10 of the unanswered fields below share one explanation: Heston's conditions of carriage contain no wheelchair-battery rules; they refer only generally to the ICAO Technical Instructions, the IATA Dangerous Goods Regulations and "Our internal policies, which You may review by contacting the Client or consulting Us directly" (Art. 9.5.2). The rest carry their own.
Powered wheelchairs & batteries
The part that goes wrong. Battery chemistry and watt-hours decide whether your chair flies, and the rules differ depending on whether the battery can be removed.
Not published. Heston's conditions of carriage mention wheelchairs only as "special Baggage" (Art. 9.10.1) and as a folding cabin item (Art. 9.2.1); there is no powered-wheelchair rule anywhere on the site.
Not published.
No wheelchair-specific limit published; see the general 32 kg per-item rule.
Not published.
Heston's checked-baggage exclusion list (Art. 9.5.2) tells passengers not to put "batteries of electronic equipment" in checked baggage, but says nothing about a wheelchair battery.
Manual wheelchairs
Art. 9.10.1: "We may accept the carriage of sports equipment, prams, wheelchairs, and other special Baggage, provided that You comply with the applicable limitations on size, weight, number of items, and any other relevant restrictions." Art. 9.10.2 requires advance notification with exact dimensions and weight and Heston's confirmation; Art. 9.10.5 lets Heston refuse special baggage that was not notified and confirmed in advance.
Heston Airlines — For Passengers: General Conditions of Carriage and passenger FAQ (opens in a new tab) · read 2026-07-29
Art. 9.2.1: in addition to the free carry-on bag a passenger may bring a small extra item, which may be "a throw, blanket, on-board reading materials, baby food, umbrella, cane, crutches, folding wheelchair for Passengers with disabilities or one bag of duty-free items." No size limit is given for the folding wheelchair.
Heston Airlines — For Passengers: General Conditions of Carriage and passenger FAQ (opens in a new tab) · read 2026-07-29
Heston allows a folding wheelchair as an extra cabin item (Art. 9.2.1) but publishes no size limit for it.
No maximum wheelchair size is published; see the 158 cm total linear dimension threshold above which an item becomes "special Baggage".
No wheelchair-specific limit published. Heston's general rule is that "maximum weight of a single baggage item cannot exceed 32 kg. Tolerance – 0 kg", and it defines special baggage as anything over 158 cm total linear dimension; the site does not say whether mobility aids are exempt.
Not published.
Heston's FAQ says special baggage including wheelchairs "is treated as regular baggage at the airport check-in counter", which conflicts with the fixed-fee wording of Art. 9.10.4.
Booking & cost
No deadline in hours is published. Art. 6.3.1: "Acceptance for carriage of incapacitated person or other people that require or may require special assistance is subject to prior arrangement with Client or travel agent prior to the purchase of the Ticket." Art. 9.10.2 requires special baggage to be notified in advance with exact dimensions and weight. The FAQ adds that "last-minute requests are not guaranteed, and we reserve the right not to provide them."
Art. 6.3.1: the Client or travel agent "must receive Heston Airlines confirmation about such service prior to the sale of a Ticket to such Passenger". Art. 8.2.1 adds that passengers with disabilities who declared their requirements at ticketing and were accepted "shall not subsequently be refused carriage on the basis of such disability". FAQ: "We kindly ask you to inform your travel or check-in agent in advance about your special needs."
Heston Airlines — For Passengers: General Conditions of Carriage and passenger FAQ (opens in a new tab) · read 2026-07-29
Unclear — Heston does not state that mobility aids are carried free. Art. 9.10.1 lists wheelchairs as "special Baggage" and Art. 9.10.4 says "Special Baggage is accepted for carriage only upon payment of a fixed fee", while the FAQ says "Special baggage (e.g., skis, wheelchairs, pushchairs, scooters, strollers) is treated as regular baggage at the airport check-in counter." Confirm before travelling.
Not published.
Art. 13.2.4: "For damage to Checked Baggage, Our liability is limited to the respective limits in SDRs ... Depreciation and wear and tear may be taken into account when calculating compensation." A Property Irregularity Report is mandatory and the claim must be e-mailed to customer@heston.aero within 7 days of receiving the baggage. No mobility-aid-specific rule is published.
Heston Airlines — For Passengers: General Conditions of Carriage and passenger FAQ (opens in a new tab) · read 2026-07-29
On board
Not published.
Not published.
Not published.
Heston's FAQ: passengers seated in an emergency exit row must be "able-bodied and in good health" and must "not be using an assistive device (wheelchair, cane, crutches, etc.)"; the exit row "is not suitable for ... passengers with restricted movement". Heston may reassign the seat and the extra exit-row fee is not refunded. Passengers with a pet or assistance dog in the cabin may not be seated next to a passenger with reduced mobility (Art. 9.9.5).
Heston Airlines — For Passengers: General Conditions of Carriage and passenger FAQ (opens in a new tab) · read 2026-07-29
Worth knowing
Heston Airlines (Vilnius, Lithuania) describes itself on its own home page as "European Airline, specialising in Full Charter flights and ACMI wet/damp leases around the world" — on a wet-lease flight (e.g. flying for Condor) the contracting airline's special-assistance policy applies. Heston nonetheless publishes its own Conditions of Carriage and a passenger FAQ at /for-passengers, runs its own online check-in at checkin.heston.aero and lists its own baggage allowances for Vilnius, Riga, Tallinn, Milano Bergamo, Tenerife and Madeira, so passengers do fly on Heston tickets. THINGS A HUMAN SHOULD RE-CHECK: (1) the fee contradiction — Art. 9.10.1 puts wheelchairs in "special Baggage" and Art. 9.10.4 says special baggage is "accepted for carriage only upon payment of a fixed fee", while the FAQ says wheelchairs are "treated as regular baggage at the airport check-in counter"; charging for a mobility aid would conflict with Regulation (EC) No 1107/2006, which Heston itself lists among the legislation applying to it. (2) There is NO powered-wheelchair or wheelchair-battery content at all — a power-chair user gets no watt-hour rule, no terminal rule and no approval route. (3) Carriage of a passenger requiring assistance needs Heston's confirmation BEFORE the ticket is sold (Art. 6.3.1).
Sources
Every figure above traces to one of these.
- s1 Heston Airlines — For Passengers: General Conditions of Carriage and passenger FAQ (opens in a new tab) · official · read 2026-07-29
- s2 Heston Airlines — home page ("specialising in Full Charter flights and ACMI wet/damp leases"), footer contacts (opens in a new tab) · official · read 2026-07-29
- s3 Heston Airlines — Services (opens in a new tab) · official · read 2026-07-29
Record quality
Record status partial · confidence medium · 3 official sources · 3 contacts · 13% of the fields this reference tracks are answered. Newest source read 29 July 2026, the day before this page was built. What these mean.