Lois Larson
Special assistance at airports is a service that ensures passengers with disabilities can move around the airport and go through necessary security procedures with ease. This service is free and can be requested during the booking process or directly before the flight. Depending on the needs of the passenger, the airport employee can help with the check-in process, boarding the plane, and even after the flight, by aiding with the baggage collecting process and security procedures. The Air Carrier Access Act (ACAA) prohibits US and foreign carriers from discriminating against individuals with physical or mental impairments, and airlines are required to provide assistance to passengers with disabilities as they navigate through different portions of the airport.
| Characteristics | Values |
|---|---|
| Who is it for? | Passengers with disabilities, including reduced mobility, hearing, visual, psychological, or physical disabilities. |
| When to request it? | When booking your ticket or at least 48 hours before your travel. |
| How to request it? | By phone or by filling out a special form. |
| What to provide? | Details about your impairment or mobility difficulties, and any mobility equipment you are bringing. |
| What does it include? | Help with check-in, boarding, baggage collection, security procedures, and accessible boarding ramps. |
| Is it free? | Yes, it is provided free of charge. |
| Can I bring my assistance dog? | Yes, by law, the use of a recognised assistance dog should be accommodated. |
| Can I bring my wheelchair or mobility scooter? | Yes, assistance staff will ensure it is safely stowed, and provide an aisle chair or ambulift if needed. |
| What about hidden disabilities? | Notify a member of the crew about any hidden disabilities so they can provide the best service during your flight. |
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What You'll Learn
Assistance for passengers with disabilities
Special assistance at airports is designed to aid passengers with disabilities. This includes passengers with hearing, visual, psychological, or physical disabilities. When a passenger with a disability requests assistance, the airline is required to promptly provide the requested assistance. This assistance may be guide assistance for individuals with visual impairments or wheelchair assistance for individuals with mobility impairments.
To receive such assistance, the passenger must self-identify to airline staff at the airport as the person with a disability needing this service. It is recommended that passengers request wheelchair assistance in advance by selecting 'Add special assistance' when booking or managing their trip online or via an app. They can also inform a team member at the airport about their wheelchair needs on the day of travel. Passengers with disabilities should make reservations as early as possible and advise the airline about the type of assistance they will need. For example, they should indicate whether they need wheelchair assistance or guided assistance. If a passenger travels with a battery-powered wheelchair, they must arrive at the airport one hour prior to the normal check-in time.
Airlines are required to provide assistance to passengers with disabilities as they navigate through different portions of the airport. This includes assisting from the terminal entrance or vehicle drop-off point to the gate location, including the security checkpoint, and onto the aircraft to their seat. Airlines must also assist passengers from their seat on an arriving flight through the airport to the gate location of their connecting flight, if they have one. Airlines are also required to provide assistance to passengers in the key functional areas of the airport, such as ticket counters and baggage claim. When providing baggage assistance, airlines must assist passengers in carrying their gate-checked or carry-on luggage when they are unable to do so due to their disability.
Passengers with disabilities can also request to board early at the gate. If a passenger needs more than one seat to travel comfortably and safely, they must book an additional seat by calling the airline's reservations department. The airline will then ensure they get two adjacent seats at the same fare. If a passenger needs constant care or cannot follow safety instructions, they must travel with a safety assistant, and a ticket can be purchased for this assistant.
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Help with check-in and boarding
Many passengers with disabilities may face challenges when navigating airports and completing necessary security procedures. Special assistance provided by airport employees helps passengers with hearing, visual, psychological, or physical disabilities move around the airport and board the plane with ease. This service is also available to elderly passengers at some airports and airlines.
To receive special assistance, passengers must self-identify as individuals with a disability and inform airline staff of the type of assistance they require. This can include wheelchair assistance, guided assistance, or help with carrying gate-checked or carry-on luggage. It is recommended that passengers make reservations and advise the airline of their needs as early as possible, as some airlines require at least 48 to 72 hours of advance notice for special assistance requests.
When checking in, passengers can request a courtesy wheelchair, arm assistance, or directions. They can also inform the staff if they need help checking in or reaching their gate. Some airlines offer the option of choosing a more comfortable seat and adjusting in-flight meals to the passenger's specific dietary needs.
Passengers who require special assistance can also request early boarding at the gate. This allows them extra time to board the aircraft and get settled in their seats. Additionally, passengers who use wheelchairs are entitled to stay in them until they reach the gate. At the gate, their wheelchair will be taken, and they will be transported to their aircraft seat using an aisle chair.
During the flight, passengers can request assistance with carry-on luggage or other in-flight needs. If a passenger requires constant care or is unable to follow safety instructions, they must travel with a safety assistant, and a ticket can be purchased for the assistant.
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Support with mobility equipment
Many airlines and airports offer special assistance to passengers with mobility equipment. This includes passengers who are blind or have low vision, as well as those who are deaf or hard of hearing. This assistance can be requested during the booking process or directly before the flight. Some airlines and airports may require 48 to 72 hours of prior notice to provide the best possible service.
Passengers with mobility equipment can request assistance from the curbside at the airport, through check-in and security, to the departure gate and down the jet bridge to the aircraft door. Airlines are required to assist passengers with their carry-on luggage if they are unable to do so due to their disability. If a passenger has their own wheelchair or electric mobility aid, they are usually allowed to use it up to the departure gate. At the gate, different equipment may be used to help passengers travel through the departure gate and onto the aircraft, such as ambi-lifts, ramps, and small "transfer" wheelchairs.
Some non-battery-operated wheelchairs or mobility devices may be stowed on the aircraft if they meet size restrictions. However, it is important to check with the manufacturer and an agent at the airport to ensure that the device can be safely stowed. If the device needs to be checked at the gate, it will be returned to the passenger at their destination or connecting airport. Airlines are required to provide timely assistance to passengers with disabilities and are not allowed to leave them unattended for more than 30 minutes.
To receive special assistance, passengers must self-identify as individuals with a disability who need this service. This can be done at an assistance point, which is usually located at various places within the airport boundary, including drop-off points, car parks, train stations, and bus terminals. These assistance points are often identifiable by disability-related logos and include a buzzer or telephone to call for assistance if unstaffed.
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Aid after the flight
Special assistance at the airport is a service provided to passengers who may need extra help during their journey. This includes those with disabilities or medical conditions, as well as those who require assistance with mobility, such as wheelchair users. This service is typically free of charge and can be requested when booking a flight or directly before departure. It is worth noting that individual carriers and airports have different requirements for when they should be informed about the need for special assistance. Some may ask for contact at least 72 hours in advance, while others require 48 hours' notice.
After the flight, special assistance staff can help passengers disembark the aircraft and retrieve their checked luggage. For passengers with disabilities, assistance is provided to navigate through the airport to the gate of their connecting flight, if applicable. This includes helping with security checks and guiding individuals who are blind or have low vision. Additionally, passengers who require a wheelchair can use their own equipment until they reach the departure gate, where airport staff will assist them in boarding.
Some airlines also offer special assistance to the elderly, which may include providing a more comfortable seat and adjusting in-flight meals to the passenger's specific dietary needs. It is recommended to request wheelchair assistance in advance by selecting the appropriate option when booking a flight or by contacting the airline directly. This ensures that the necessary accommodations are made, such as early boarding and assistance with carry-on luggage.
Passengers who require special assistance should self-identify to airline personnel upon arrival at the airport. This can be done at the assistance point, which is usually located inside or outside the terminal and is identifiable by a disability-related logo. If a passenger with a disability or medical condition believes their rights have been violated, they can request to speak with a Complaints Resolution Official (CRO), who is the airline's expert on disability accommodation issues.
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Accessible facilities
Wheelchair and Guided Assistance:
Many airports offer wheelchair assistance for individuals with mobility impairments. This service helps passengers move through the airport, including from the terminal entrance to the gate, through security, and onto the aircraft to their seats. Some airports also provide guided assistance for individuals who are blind or have low vision, ensuring they receive important updates and wayfinding support.
Special Rooms and Accommodations:
Some airports and airlines offer special rooms or accommodations for passengers with disabilities. These rooms may provide a comfortable space for resting or attending to specific needs. It is recommended to contact the airline or airport in advance to understand the range of special assistance services they offer.
Pre-boarding and Seating Arrangements:
Passengers requiring special assistance are often allowed to board early at the gate. Additionally, individuals who need more than one seat for their comfort and safety can book additional seats by contacting the airline's reservations department. Airlines may also offer seat belt extensions and assistance with seat adjustments if needed.
Service Animals and Relief Areas:
Airports and airlines accommodate service animals for individuals with disabilities. Upon request, airline personnel are required to escort passengers with service animals to designated relief areas. It is important to inform the airline about any specific needs related to service animals during the booking process.
Assistance with Check-in and Baggage:
By providing accessible facilities, airports strive to ensure that all passengers, regardless of their abilities, can travel safely and comfortably. It is important for individuals with disabilities to feel empowered to request the assistance they need and to be treated with respect and understanding by airport staff.
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Frequently asked questions
Special assistance at the airport is a service provided to passengers with disabilities to ensure a comfortable and stress-free journey. This includes helping passengers with the check-in process, boarding the plane, collecting baggage, and going through security procedures.
Special assistance at the airport is typically provided to passengers with disabilities or reduced mobility. This includes passengers with physical disabilities, sensory impairments, or temporary injuries. Some airlines also offer special assistance to the elderly.
To request special assistance, contact the airline directly during the booking process or before the flight. Provide details about your impairment or mobility difficulties, and any specific requirements you may have, such as the use of a wheelchair or assistance animal. Each airport and airline may have different procedures and time frames for requesting special assistance, so it is important to contact them in advance.
