Flying with us,whatever you need.

1What you can count on

Citizen Air, LLC flies charter, cargo, flightseeing and SoundPass flights under FAA Part 135. The federal rule on disability in air travel, 14 CFR Part 382, applies to every flight we operate, and the SoundPass Terms say so in Section 4.11(f). In plain words:

• We do not refuse to fly you because of a disability, and we do not refuse because a disability changes how you look, move or communicate.
• We do not charge for the help this page describes. Lifting your wheelchair into the baggage compartment, carrying your service dog's paperwork, meeting you at your car: none of it costs extra.
• We do not ask you to tell us in advance that you are traveling. We ask for notice only for the few things that take planning, listed in section 2.
• The limits that do exist come from the aircraft, not from you: cabin size, baggage compartment size, the weight an aircraft can carry, and the safety rules we fly under. We apply them the same way to every passenger, and when a limit means we cannot do something, we say so before you pay and look for another way.
• If we ever cannot carry you on the flight you booked for a reason connected to a disability, you get the reason in writing within ten days.

2Tell us what you need

The best time is when you book. Every booking form on this site has a place for it, every booking call starts with it, and SoundPass members can add it to a trip in the app or by email. What you tell us is used only to plan your trip and is shared only with the crew and the people who need to know (Privacy Policy, section 7). We do not ask for medical history, and please do not send us medical records.

What helps us plan

How much notice

For most things, none beyond telling us when you book. A few need planning, so we ask for 48 hours for a service dog in the cabin, a portable oxygen concentrator, ventilator or CPAP machine you will run during the flight, a powered wheelchair or scooter, and a stretcher request. If you give us less, we still do it whenever we can without delaying the flight.

3Our aircraft and how you board

None of our aircraft has a jet bridge, an aisle you can roll down, or an onboard wheelchair. Every one of them boards from the ramp, a short walk or push from the terminal door, with the crew at your side. Here is what boarding looks like on each.

What the crew does, and does not do

Your pilot or a line crew member meets you at the terminal or at your car, carries your bags and your device, holds the door, offers an arm, and steadies you on the step or the wing. At Fairchild there is always someone to push a wheelchair out to the aircraft, and at the other end your pilot does the same. Our crews do not lift or carry a passenger into the aircraft; the cabins are small and a lift that goes wrong hurts someone. If you cannot manage a few steps with a steady arm, bring a companion who can help you aboard, and tell us so we can give you both the time you need. Once you are in your seat the pilot briefs you in person, and there is no cabin crew; on most trips the flight itself is under an hour.

4Wheelchairs, walkers and mobility aids

Manual and folding wheelchairs, walkers, canes and crutches travel with you. Canes and crutches ride in the cabin. A folding chair or walker goes in the baggage compartment, ahead of everyone's bags, and comes out first at the other end so it is waiting at the aircraft door. Tell us the folded size and weight and we confirm it fits the aircraft on your trip; where it does not, we look at a larger aircraft before we look at anything else.

Powered wheelchairs and scooters are handled by request. The battery matters: tell us whether it is lithium, sealed (gel or AGM) or wet, and the chair's size and weight, 48 hours ahead. Batteries have their own rules in the air, and the baggage compartments on our aircraft are small, so we look at each request against the aircraft, the weight it can carry that day and the hazardous materials rules, and give you a plain answer before you book. We never drain a battery or disconnect one that is sealed inside the chair.

Your device is in our care from the moment we take it. If it comes back damaged, that is on us: we repair or replace it, or pay your repairer, and arrange a loaner in the meantime. Mobility aids do not count toward any baggage limit.

5Service dogs

A dog trained to do work or perform tasks for you because of a disability flies in the cabin with you at no charge, on your lap or at your feet, on every Citizen Air flight. We may ask two questions, whether the dog is needed because of a disability and what it has been trained to do, and we may ask you to complete the U.S. Department of Transportation service animal form before the flight. We do not ask about your disability, and we do not ask the dog to demonstrate anything. Please keep the dog harnessed or leashed in the terminal, on the ramp and on board. Our cabins are tight, so tell us the dog's size when you book and we seat you where there is foot room.

Part 382 covers dogs only. Emotional support animals, comfort animals and other species are welcome on many of our flights as pets under the Charter Terms pet policy: tell us at the time of the quote, and a fee may apply. A SoundPass member's seating preference can never be used to keep a service dog, or the person it travels with, off a flight (SoundPass Terms 4.11(f)).

6Medical devices, oxygen and medication

Portable oxygen concentrators, CPAP machines and ventilators that run on their own batteries are welcome in the cabin, and we would rather you ran them than went without. Tell us 48 hours ahead, bring the manufacturer's label showing the device is approved for use in flight, and bring enough fully charged batteries for one and a half times the flight time we quote you; spare batteries ride in the cabin, protected from short circuit. Do not count on an aircraft power outlet; batteries are the plan.

We do not supply medical oxygen. If you need to bring compressed oxygen cylinders, talk to us before you book: cylinders are hazardous materials in the air, and whether we can carry one depends on the cylinder, the aircraft and the rules for that flight. All of our aircraft except the Phenom 100 are unpressurized, so if your doctor has advised you about altitude, say so and we plan the flight with that in mind.

Medication, syringes, auto-injectors, hearing aids, vision aids and anything else you need during the day ride in the cabin with you and never count toward a baggage limit. Keep them in your own bag rather than a checked one; the baggage compartment is a few feet away, but it is outside the cabin.

7Stretcher and medical travel

We are not an air ambulance, and our aircraft do not carry medical equipment or medical crew. We do fly people who are unwell but can sit in a seat and look after themselves, with or without a companion, and we regularly fly clinicians, specimens and medical shipments. A passenger who must travel lying down, or in an incubator, is a different trip: we consider those requests one at a time, with 48 hours notice, and only on an aircraft where a stretcher can be secured, with a medical attendant traveling who is responsible for the passenger's care in flight, and with the pilot in command's agreement. Where we cannot do it safely we say so and help you find an air ambulance that can.

8Traveling with a companion

You decide whether someone travels with you. Part 382 lets us require a safety assistant in only a few cases, for example a passenger on a stretcher, a passenger who could not take part in their own evacuation of the aircraft, or a passenger who cannot receive the safety briefing in any form we can arrange. If we decide you need one and you disagree, the assistant's seat is free. A companion you choose to bring pays for a seat like any other passenger. Our pilots do not provide personal care in flight, such as help with eating or using a lavatory, so for a longer flight that may be a reason to bring someone. A child under 18 travels on the terms in SoundPass Terms Section 3.6 and the Charter Terms.

9Weight and balance, applied the same way to everyone

A small aircraft is loaded to a limit, and where the weight sits in the cabin matters as much as how much there is. So we ask every passenger, on every flight, for an approximate body weight when they book, and sometimes for the weight of bags and devices. Nobody is singled out. The answer tells us which aircraft to use, how much fuel to carry, and where to seat people. When a wheelchair or a companion adds weight, the answer is usually a larger aircraft or a lighter fuel load, not a refusal. If an adjustment ever meant we could not carry a confirmed SoundPass passenger, that passenger would be refunded under SoundPass Terms Section 9.3. The figures on our fleet pages are typical, not promises; we confirm the aircraft and the load for every trip when we quote.

10At the terminal at CLM

Every Citizen Air flight leaves from our desk inside the terminal at William R. Fairchild International Airport, 1402 Fairchild Airport Road, Port Angeles. Parking is free in front of the terminal, and if you would rather be met at your car, say so and we are. From the desk, your pilot walks you out to the aircraft on the ramp, a few steps from the terminal door; there is no security line and no gate. The Avis and Budget rental counter is inside the same building. Flights to other airports land at that airport's FBO or terminal, and we tell you what to expect there when you book.

If you are visiting the FBO as a pilot or crew, the FBO page covers the ramp, the crew lounge and the services on the field.

11The website and the SoundPass app

We want flycitizenair.com and the SoundPass app to work for everyone: with a keyboard alone, with a screen reader, with the text enlarged, with captions, and on a phone. We are building toward the Web Content Accessibility Guidelines, and we treat an accessibility fault like any other bug, with a fix on the way as soon as we know about it. We do not claim that every page is perfect today, and some things we link to, like our terms as PDF files and our social media pages, are built by others.

If a page or a step in the app does not work for you, you lose nothing. Call or email us and we will book the flight, read you the fare, or do whatever the page was going to do, at the same price and with no booking fee. Then tell us about the problem so we can fix it for the next person.

12If something goes wrong

If anything on this page does not happen the way it says, or you are treated in a way you think is wrong, tell the crew or the desk first; most things can be fixed on the spot. If that does not settle it, ask for our Director of Operations, who has the authority to decide the matter and can be reached on the same number, or write to us. We answer accessibility questions within two business days and written complaints in writing within 30 days, with what happened, what we will do, and your right to take it further.

You can also complain to the U.S. Department of Transportation, which enforces Part 382, at transportation.gov/airconsumer, within six months of the flight. Nothing on this page limits any right you have under Part 382 or any other law.