香港特別行政區政府

民航處
Civil Aviation Department
The Government of the Hong Kong
Special Administrative Region
CAD 800

GUIDANCE FOR AIRLINE OPERATORSIN HONG KONG:
FACILITATION OF PERSONS WITH
REDUCED MOBILITY IN AIR TRAVEL
Issue 1
September 2015

Guidance for Airline Operators in Hong Kong:
Facilitation of Persons with Reduced Mobility in Air Travel

TABLE OF CONTENTS
Section 1

Introduction

3

Section 2

Training

5

Section 3
3.1

Provision of Information
Communications

8

3.2
3.3

Proof of Disability
Data Privacy

10
11

4.1
4.2
4.3

Seats
Reservation
Allocation
Additional Seats

12
12
13

5.1

Embarkation
Carriage of PRM

14

5.2

Personal assistance

14

5.3

Check-in15

5.4

Boarding

16

Section 4

Section 5

Section 6

On board the aircraft
6.1

Information

17

6.2

Catering

18

6.3

Cabin Crew Assistance

18

6.4

Guide dogs and Assistance dogs

20

6.5

Medical and Mobility Equipment

22

Section 7

Disembarkation

23

Section 8

Customer Feedback and Handling Complaints

24

Section 9

Cabin Accessibility

25

Section 10

Recommendation

27

Annex 1

IATA Code28

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Guidance for Airline Operators in Hong Kong:
Facilitation of Persons with Reduced Mobility in Air Travel

FOREWORD
This guidance is based on the outcome of discussions and meetings held
between the Hong Kong Civil Aviation Department, the Equal Opportunities
Commission, local air operators (airlines), and representatives of various disability
groups. The publication of this guidance is to improve the accessibility of air travel
to Persons with Reduced Mobility (PRM). This guidance does not have a formal
legal status, nor is it an authoritative statement of the Law of Hong Kong.
All matters concerning with operational flight safety matters must be
referred to the relevant documents contained within the Air Navigations (Hong Kong)
Order 1995. Matters concerning with discrimination must refer to the Disability
Discrimination Ordinance.

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Guidance for Airline Operators in Hong Kong:
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SECTION 1
INTRODUCTION
1.1‘Person with Reduced Mobility’ (PRM) means any person whose mobility
when using air transport is reduced due to any physical disability (sensory
or locomotor, permanent or temporary), intellectual disability or impairment,or any other cause of disability, or age, and whose situation needs
appropriate attention and the adaptation to his or her particular needs of theservices made available to all passengers.

1.2

PRM are not a homogenous group and have very different needs. Somepeople will have more than one disability. Some people are visibly disabled,such as someone who uses a wheelchair or a white cane, but many havedisabilities which are not immediately obvious, such as learning difficulties.
Some symptoms of disabilities may be intermittent, such that individuals
may be effectively disabled or have reduced mobility at one time and yet
will appear to be capable at other times.

1.3

PRM, whether caused by disability, age or any other factor, should haveopportunities for air travel comparable to those of other citizens. PRM havethe same right as all other citizens to free movement, freedom of choice andnon-discrimination. This applies to air travel as to other areas of life.

1.4

PRM should NOT be refused air transport on the grounds of their disabilityor lack of mobility, except ONLY for reasons which are justified on the
grounds of flight safety or cabin safety.

1.5

As specified in Chapter 8 of Annex 9 to the Convention on International
Civil Aviation Organisation – Facilitation, PRM should have adequate
access to air services. It is also recommended that, when travelling, PRM
should be provided with special assistance in order to ensure that theyreceive services customarily available to the general public. All Hong Kong
Operators are hereby reminded to take the necessary steps to facilitate PRM.

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1.6

Meeting the needs of PRM is both a personal and corporate responsibility.
Everyone in an organisation has a responsibility to ensure they meet theneeds of their customers. At the personal level it involves awareness of thepotential needs and requirements of PRM and the ability to communicate
effectively. Those involved in the design, management and delivery ofservices should have a clear understanding of how their role affects PRM,
and the knowledge, skills, abilities and commitment to ensure that PRM are
included.

1.7

Operators should review their policies, procedures and practices to ensurethat they meet the needs of PRM. The review should include not only thephysical access and ease of use of facilities but also operational manuals,
emergency procedures, evacuation arrangements, safety information andother documents. It will also need to take account of new practices andtechnologies.

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Guidance for Airline Operators in Hong Kong:
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SECTION 2
TRAINING
2.1

In order to give PRM the opportunities for air travel comparable to those ofother individuals, assistance to meet their particular needs should be
provided by employing the necessary staff and equipment.

2.2

In addition to an accessible physical environment, a successful journey
depends on the quality of service provided, in particular, by frontline staff
along the various points of the journey. For this reason, training is essential
to ensure staffs are well briefed on their legal responsibilities and how tomeet the needs of passenger with disability or reduced mobility.

2.3

PRM knows best how their needs can be met. Staff should always seek tounderstand this through dialogue with the passenger, rather than making
assumptions. PRM should be allowed to exercise self-reliance wherever
possible. For example, a blind person who is able to walk through an airportshould not be forced to accept wheelchair assistance.

2.4

Operators should:(a) ensure that all their personnel, including those employed by any
sub-contractor, who provide direct assistance to PRM, have knowledgeof how to meet the needs of persons having various disabilities ormobility impairments;(b) provide disability-equality and disability-awareness training to all theirpersonnel working at the airport who deal directly with the travelling
public;(c) ensure that, upon recruitment, all new employees who will provide
direct assistance to PRM attend disability-related training and that such
personnel receive refresher training courses when appropriate.

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2.5

Staff attitudes towards PRM are often cited as the single most important
aspect determining satisfaction with a service. Good training will ensurethat PRM are more likely to receive a high level of customer service, totravel more easily and to take away with a favourable impression of theorganisation.

2.6

Customer satisfaction depends to a great extent on staff being aware of legal
obligations and how they can best meet the needs of PRM. Adequate
training is the best means of mitigating this risk.

2.7

Disability awareness training provides practical advice and is relevant inparticular to those providing assistance to PRM. It should increase
understanding of the whole range of impairments, to ensure that staffs areaware of how to interact with PRM and to tackle negative perceptions andattitudes towards PRM. Awareness training does not need to be delivered bya PRM but should be designed with input from PRM where possible. If not,organisations of PRM can provide invaluable insights. Disability equality
training is a more in-depth course which focuses on organisational issues
and as such is particularly relevant to managers. It should normally bedelivered by someone with personal experience of disability.

2.8

Training should be tailored to the particular job function requirements andwill need to take account of the relevant legal duties. In general,
programmes should include (as appropriate):(a) barriers faced by PRM, including attitude, environment andorganisation, and suggestions for removing such barriers;(b) principles of accessibility audits;(c) information on the range of disabilities, including hidden or less visible
disabilities, and their mobility equipment such as ventilator, power
wheelchair and battery type;(d) the skills needed for assisting PRM;(e) enabling staff to deal with unexpected occurrences;6

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Guidance for Airline Operators in Hong Kong:
Facilitation of Persons with Reduced Mobility in Air Travel(f) communication and interpersonal skills for inter-acting with PRM, inparticular those who are deaf, have a hearing or speech impairment orlearning difficulties;(g) general awareness of the Disability Discrimination Ordinance andguidance provided by the Equal Opportunities Commission.
2.9

Staff whose duties include assisting PRM should receive training before
commencing duties. Training should be refreshed at appropriate intervals
thereafter.

2.10

Cabin crew training should be combined with disability awareness and how
to assist PRM in the cabin environment. All training should be recorded.

2.11

This training should cover the operator’s rules on carriage of PRM and thecircumstances in which an operator may legitimately refuse to embark apassenger in accordance with these rules. For example, it may become
apparent on boarding that a passenger is not self-reliant and needs apersonal assistant for safety reasons. Ideally this should be identified at thestage of booking or check-in, but it is recognised that there may be rareoccasions when a decision to refuse carriage has to be taken by the cabincrew or flight crew.

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SECTION 3
PROVISION OF INFORMATION
3.1

Communications

3.1.1

PRM are suggested to provide notification of their need for assistance atleast 48 hours before the published time of departure of the flight. Advancenotice should ideally be given at the time of booking, although there may becircumstances where the need for assistance changes or only arises after thebooking is made. However, where flights are changed at short notice by theoperator, or people make bookings at short notice, there may not be
sufficient time for the person to meet the requirement for advance notice. In
such cases, all reasonable efforts should be made to provide the assistance.

3.1.2

The requirement for advance notice should allow operators to plan ahead toensure that PRM receive the assistance they need.

3.1.3

An operator or its agent shall make publicly available, in accessible formats
and in at least the same languages as the information made available toother passengers, the safety rules that it applies to the carriage of PRM, aswell as any restrictions on their carriage or on that of mobility equipment
due to the size of aircraft. Such safety rules and restrictions available forflights should be included in package travel, package holidays and package
tours which it organises, sells or offers for sale.

3.1.4

It is acknowledged that it may not be practical for travel agents or tour
operators to hold information about the safety rules or restrictions of all
operators whose services they sell (including on connecting flights). Where
information is not held, it is important that agents or tour operators know
where to find such information so that it can be provided on request.
Operators should publish such information on their websites and areencouraged the use of mobile applications for smartphones and tablet
computers.

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3.1.5

Language used should be simple and clear, with appropriate illustrations.
All reasonable steps should be taken to ensure that such information is madeavailable in alternative media such as large print, audio formats or computerdisk. Although demand may be lower than for other formats, it would begood practice to have Braille versions available on request, particularly for
documents which have a wide circulation and whose content does notchange frequently.

3.1.6

Operators and their agents should take all measures necessary for the receipt,
at all their points of sale, including sale by telephone and via the internet, of
notifications of the need for assistance made by PRM. This notification
should also cover a return flight, if the outward flight and the return flighthave been contracted with the same operator.

3.1.7

To ensure improved pre-notification to operators and to enable maximum
accessibility for PRM, customers should be able to make bookings either by
telephone or the internet. Many people requesting assistance will prefer toexplain this in person by telephone and in some cases operators may wish to
specify this means of communication. This allows booking agents to ask
appropriate questions and better understand the customer’s assistance needs.

3.1.8

Easily accessible links should be made available on the home page ofwebsites and any pages dedicated to PRM. Websites should clearly indicate
to the user how they should record and notify their requests for assistance.

3.1.9

As online booking processes do not normally involve a dialogue withcustomers, websites should encourage customers to provide as much detailas is necessary about their particular assistance needs. It is important that
customers making online bookings can be contacted where further
information or clarification is required. PRM should not have to incur extra
charges as a result of having to explain their assistance needs.

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3.1.10

It is vital that information relating to passengers’ assistance requirements isrecorded accurately. It is the responsibility of operators and their agents totransmit information in accordance with the times specified to ensure thatassistance is provided as requested.

3.1.11

The information provided should be recorded and transmitted using theinternationally agreed codes (see Annex 1 for details) and in the agreed
Passenger Assistance List (PAL)/Change Assistance List (CAL) of theInternational Airlines Transport Association (IATA) standardised format.

3.2

Proof of Disability

3.2.1

There should be no requirement to prove disability or reduced mobility. It
is good practice to accept that someone is a PRM. Evidence, such as
General Practitioner's letter, should only be requested when fraud issuspected.

3.2.2

Operators should only require PRM to obtain a medical clearance in casesof a medical condition where it is clear that the passenger’s safety or wellbeing, or that of other passengers cannot be reasonably assured. Medical
clearance forms should not be required just to prove a need for assistance.
Operators should consult its medical department if medical clearance isrequired and also refer to the guidelines as published in the IATA Medical
Manual.

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3.3

Data Privacy

3.3.1

Information about physical or mental health is considered “sensitive
personal data” under the Personal Data (Privacy) Ordinance. Most
assistance requests are unlikely to require data of this nature to be recorded,
but where it is considered necessary to capture such data, it is important thatthe passenger understands that the information will need to be passed on toother parties for the purpose of providing the requested assistance. If
passengers object to this, they should be made aware that operators will be
unable to transmit their requirements and consequently there can be no
guarantee that these will be met. Operators may wish to explore thepossibility of storing data for future use, particularly for frequent customers.

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SECTION 4
SEATS
4.1

Reservation

4.1.1

Assistance to be provided by operators includes the making of all
reasonable efforts to arrange seating to meet the needs of PRM on request
and subject to safety requirements and availability.

4.1.2

Operators which allocate seats before the flight should allow PRM to
pre-book seats which best meet their needs, subject to safety limitations.
Those arrangements should be communicated to assistance providers at the
airport and cabin crew, for both outward and return flights.

4.2

Allocation

4.2.1

In all circumstances it should be made clear to the PRM that seating
allocations cannot be guaranteed since operational difficulties, for example,
a change of aircraft, may affect the seating plan. In such circumstances,
however, every effort should be made to accommodate PRM’s needs, forexample, by trying to allocate a comparable seat.

4.2.2

There have been occasions when PRM have requested a seat in a particulararea (for example, in a bulkhead seat) and have then been advised that theirseat may be allocated to someone else at short notice. This should only
occur when the operator regards someone else as having a greater need.
Care should be taken to ensure that bookings are not taken if all suitableseats have already been allocated.

4.2.3

No person should be allocated nor occupy seats where their presence could
impede the crew in their duties, obstruct access to emergency equipment, or
impede the emergency evacuation of the aircraft.

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4.2.4

Wherever possible, people who require transfer from wheelchairs should beallocated seats with moveable armrests or seats where there is sufficientlegroom which allows for ease of movement in front of the seats, subject tothe safety restrictions. Cabin crew should be flexible in reallocating seats onboard when a PRM needs a specific seat but the seat is being occupied by anon-PRM.

4.3

Additional Seats

4.3.1

Where a PRM is assisted by an accompanying person, the air carrier shouldmake all reasonable efforts to give such a person a seat next to the PRM.
This should also apply to assistance dogs where a second seat is requested.

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SECTION 5
EMBARKATION
5.1

Carriage of PRM

5.1.1

An operator should not refuse, on the grounds of disability or of reduced
mobility:(a) to accept a reservation for a flight,(b) to embark a PRM, provided that the person concerned has a valid
ticket and reservation.

5.1.2

Notwithstanding the provisions of 5.1.1, an operator or its agent may refuse,on the grounds of disability or of reduced mobility, to accept a reservationfrom or to embark a PRM. Specific reason of refusal is to be provided.
(a) in order to meet applicable safety requirements established by theCAD;(b) if the size of the aircraft or its doors makes the embarkation or carriageof that PRM physically impossible.

5.2

Personal assistance

5.2.1

Under 5.1.2 (a), an operator or its agent may require that a PRM be
accompanied by another person who is capable of providing the assistancerequired by that person.

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5.2.2

Operators should only require a personal assistant to accompany a PRM
when it is evident that the person is not self-reliant and this could pose arisk to safety. In practice, this means anyone who is unable to unfasten theirseat belt, leave their seat and reach an emergency exit unaided, retrieve andfit a lifejacket, don an oxygen mask without assistance, or is unable tounderstand the safety briefing and any advice and instructions given by thecrew in an emergency situation (including information communicated inaccessible formats). In some cases, more than one assistant may benecessary, for example, where lifting is required. Where operators have sucha requirement, this should be explained in their rules on the carriage of
PRM.

5.2.3

In the event of refusal to accept a reservation on the grounds referred tounder 5.1.2 (a) or 5.1.2 (b), the operator and its agent should makereasonable efforts to propose an acceptable alternative to the person inquestion.

5.2.4

A PRM who has been denied embarkation on the grounds of his or her
disability or reduced mobility and any person accompanying this person
should be offered the right to reimbursement or re-routing. The right to theoption of a return flight or re-routing should be conditional upon all safety
requirements being met.

5.2.5

When an operator or its agent exercises a derogation under paragraph 5.1.2
and 5.2.1, it should immediately inform the PRM of the reasons. On request,
an operator or its agent should communicate these reasons in writing to the
PRM.

5.3

Check-in

5.3.1

An operator is strongly suggested to provide designated check-in counter,with specially trained staff, to meet the needs of PRM.

5.3.2

With the consent from the PRM, an operator should provide a mean for theidentification of PRM with difficulty in hearing or deaf for the purpose of
facilitating them in passing through immigration, customs and boarding.

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5.4

Boarding

5.4.1

For PRM requiring the use of wheelchair, air operator should encourage its
ground support agent to use the same type of wheelchair fit for use in cabin
to avoid the need of transfer of wheelchair from check-in to boarding.

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SECTION 6
ON BOARD THE AIRCRAFT
6.1

Information

6.1.1

All essential information concerning the flight should be communicated inaccessible formats. This would cover information such as safety briefings,
emergency announcements and information about delays or connections.
Provision should be made for people with learning disabilities, for deaf andhearing impaired passengers and for blind and partially sighted passengers.

6.1.2

Other printed material, such as dinner menus, should, where reasonably
practicable, be accessible to blind and partially sighted people. Alternatively,
cabin crew should explain the material.

6.1.3

All announcements should be made visually and orally. In this way sensory
impaired people are given equal access to the information provided to otherpassengers. The current practice of using pictures generally meets therequirements of people with learning disabilities. For blind and partiallysighted people, cabin crew should also be trained to assist byreading/explaining the contents if requested to do so. Braille and large print
formats should also be made available as a reasonable alternative.

6.1.4

Where video, or similar systems, are used to communicate safety or
emergency information, sub-titles should be included to supplement any
audio commentary.

6.1.5

The need for sub-titles will be minimised if the video programme is
produced without the need for audio commentary, ie. a video relying solely
on pictures. It will also assist people with a learning disability and sign
language users. A separate audio description would, however, still be
required for blind and partially sighted passengers.

6.1.6

Where possible, films and other programmes should be subtitled for deaf
and hard of hearing passengers.

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6.1.7

Technology is advancing rapidly in this area and over time PRM will expect
sub-titles and audio descriptions to be made available on new aircraft.
However, it is acknowledged that the small size of seat-back screens can bea barrier to the use of subtitles. Audio systems should be compatible withthe “T” switch on hearing aids worn by hearing impaired passengers.

6.2

Catering

6.2.1

In selecting catering supplies, operators“user-friendly” the packaging is for PRM.

6.3

Cabin Crew Assistance

6.3.1

Cabin crew should not be expected to provide assistance to PRM which
would fall into the category of ‘personal care’. Personal care would include:

shouldconsiderhow(a) Breathing (reliance on supplementary oxygen);(b) Feeding. Cabin crew should, however, be willing to assist with opening
food containers and describing catering arrangements to blind people;(c) Toileting (if the passenger is incapable of using the toilet facilities
unaided). Cabin crew can, however, be expected to assist a passenger
to move through the cabin in an on-board wheelchair (where installed);(d) Medicating (if the passenger is incapable of administering their own
medicines and medical procedures).
Anyone needing such assistance would also be expected to travel with apersonal assistant, though failure to do so would not necessarily lead to adenial of boarding.
6.3.2

Cabin crew should be prepared to provide reasonable assistance to PRM
with the stowage and retrieval of any hand baggage and/or mobility aid
whilst in flight.

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6.3.3

Cabin crew should familiarise PRM with any facilities on board designed
particularly for PRM. In the case of visually impaired people they should
additionally offer more general familiarisation information and such otherexplanations as may be requested, such as about on-board shopping.

6.3.4

If a PRM has been allocated to an emergency row seat, or to one which theoperator has identified as unsuitable for people with specific disabilities
then under current safety regulations the crew would be right to ask them tomove to another seat. However, it would be inappropriate for cabin crew to
ask a PRM to move from a seat that has been allocated to them because of
their disability in order to give that seat to a non-PRM. For example, itwould not be possible to ask someone with a fused leg to move to a seatwith less legroom.

6.3.5

During the flight, cabin crew should check periodically to see if their PRM
need any assistance. In the case of those requiring the use of the on-board
wheelchair (where one is installed), the staff must be trained in how to assist
the passenger to and from the toilet by pushing the on-board wheelchair. For
the safety of crew and passengers cabin crew must not lift passengers.
Passengers requiring lifting must travel with a personal assistant(s) capableof providing this assistance.

6.3.6

For people with poor dexterity opening food packages can be difficult, andin some cases impossible. Cabin crew should offer assistance with opening
such packages.

6.3.7

Cabin crew should describe the food, including its location on the tray, toblind and partially sighted passengers.

6.3.8

This level of assistance will enable many PRM to be independent.

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6.4

Guide dogs and Assistance dogs

6.4.1

“Guide dog” is one that is trained to provide mobility assistance to a blindor partially sighted person. A guide dog is one that is trained by anindividual or organisation that is accepted by and affiliated to theInternational Guide Dog Federation.

6.4.2“Assistance Dog” is one that has been specifically trained to assist a PRM
and that has been qualified by an organisation registered as a member of theAssistance Dog International and Assistance Dogs Europe. The dog will
have been granted certification by the relevant country’s Health Department
on the basis that the dog’s high standard of training, behaviour, health andwelfare are such that it should be permitted to accompany its client, owneror partner at all times and in all places.

6.4.3

It is noted that PRM may require the company of Guide Dogs or AssistanceDogs to provide them with the necessary travel assistance. However, Hong
Kong operators are to follow the guidelines below for the carriage of suchdogs in the aircraft cabin for the purpose of ensuring flight safety: (1) Only dogs complying with the definition of Guide Dog or AssistanceDog are permitted to be carried in an aircraft passenger compartment;(2) Dogs not meeting the definition of Guide Dog or Assistance Dog, or
any other animal, must be treated as a pet and other arrangements must
be made for its carriage as per the IATA regulations;(3) Suitable arrangements should be made in advance of a flight where a
Guide Dog or Assistance Dog is to be accommodated;(4) The actual seating arrangements are for individual operators todetermine but the dog and its owner shall not be seated in a row
adjacent to an emergency exit;20

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Guidance for Airline Operators in Hong Kong:
Facilitation of Persons with Reduced Mobility in Air Travel(5) A suitable harness shall be provided by the owner and then attached tothe owner’s seat belt, this shall be utilised to provide the dog with aneffective level of restraint during take-off, landing and in turbulence;(6) During cruise phase it would be acceptable for the dog to be subject toless constraint, sufficient to enable it to achieve a comfortable position.
This should take into consideration problems associated withtrip-hazards associated with passengers using the aircraft aisles andcross-aisles: and(7) Large dogs should be accommodated on the cabin floor at the owner’s
feet but smaller lighter dogs may be carried on the owner’s lap,suitably restrained with the harness outlined above.
6.4.4

Guide dogs and assistance dogs should be permitted to travel in thepassenger cabin at no extra charge provided that no additional seat isrequired.

6.4.5

The operator can ask the owner of the animal to produce proof that theirassistance dog has been trained by a recognised body. In practice, the mostsuitable proof would be the identification card issued by the organisation
which trained the dog.

6.4.6

Operators should remind the passenger to check in advance whether his/her
destination imposes any restrictions on guide dogs and assistance dogs, suchas vaccinations or a quarantine period, to facilitate smooth entry into anddeparture from the destination for both the guide dog owner and the dog.

6.4.7

Operators should provide guidance as to the number of guide dogs and/or
assistance dogs that may be carried at any one time in the same aircraft
passenger compartment.

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6.5

Medical and Mobility Equipment

6.5.1

Passengers should be permitted to carry medical equipment essential for use
during the period of their trip unless restricted by aviation regulations. As
with medicines, this should be accompanied by supporting documentationfrom a relevant qualified medical professional. In any case, operator
should acquire sufficient information in advance to assist passenger needs.

6.5.2

Operators may approve the carriage of gaseous (not liquid) oxygen or air
cylinders required for medical use in accordance with ICAO Doc 9284 “Technical Instructions for the Safe Transport of Dangerous Goods by Air”.
However, operators shall ensure that these do not pose a risk to security andsafety.

6.5.3

Operators may wish to supply medical oxygen to passengers on request. It
would be possible and reasonable to make a charge for this service to cover
the provision of the oxygen.

6.5.4

Operators should permit the carriage of essential mobility equipment free ofcharge. It is generally accepted that this means mobility equipment neededby the passenger for the purpose of the journey by air, for example awheelchair and walking frame. Mobility equipment not essential for thejourney that would normally be available for hire would not form part of thefree allowance, for example, a motorised scooter being carried in addition toa motorised wheelchair. Operators should, however, consider, on a case bycase basis, any requests for essential equipment needed by the passenger
during his travelling, for example a portable dialysis machine.

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SECTION 7
DISEMBARKATION
7.1

Passengers requiring assistance should normally be the last passengers todisembark. Assistance should be available with the minimum delay and,
where there is delay, the passenger should be kept informed.

7.2

This is generally more dignified and less stressful for the passenger and isalso a more efficient approach for the operator. However, it is recognisedthat there may be occasions when a PRM needs to be the first to disembark,such as when they need to transfer quickly to another flight. Priority forreceiving assistance should be given to those passengers whose assistanceneeds were notified before the departure of the flight.

7.3

For those PRM using a wheelchair, their own wheelchair should beavailable as soon as is practical upon leaving the aircraft. Where facilities
exist to return wheelchairs to the aircraft, wheelchairs should be delivered tothe passenger on disembarkation from the aircraft and should not be taken
to baggage reclaim hall unless the passenger has specifically requested it.

7.4

It is recognised, that where there are no lifts at or close by to the gate, it
may not be possible to deliver a passenger’s wheelchair or assistance device
to the gate. In such situations this should be explained to the passenger.

7.5

For PRM requiring the use of wheelchair, air operator should encourage its
ground support agent to use the same type of wheelchair fit for use in cabin
to avoid the need of transfer of wheelchair.

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SECTION 8
CUSTOMER FEEDBACK AND HANDLING COMPLAINTS
8.1

Operators should consider appropriate means of seeking feedback (bothpositive and negative) on the assistance provided to passengers.

8.2

This could include surveys, giving feedback forms to passengers who havereceived assistance and for PRM on how to comment on the quality ofassistance provided.

8.3

Operators should put in place robust procedures for handling complaints from
PRM and should aim to respond within a reasonable timescale.

8.4

Operators should provide at least a half-yearly summary report to CAD
regarding safety issues arisen from the air travelling of PRM.

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SECTION 9
CABIN ACCESSIBILITY
9.1

All the cabin accessibility described in this Section should apply to aircraft
for commercial air transport operations by all Hong Kong operators.

9.2

Moveable armrests should be located appropriately, in order to facilitate
non-ambulant passengers gaining access to seats.

9.3

Moveable armrests are essential to allow the transfer of non-ambulant
passengers from a wheelchair to their seat in a dignified manner and tominimise manual lifting. It is recommended that at least 50% of all aisleseats should have moveable armrests in aircraft with 30 or more seats.
There may be less need to provide lifting armrests in cabins where the seatspacing allows for ease of movement in front of the seats. Moveable
armrests will also be required on middle seats where PRM are seated inwindow seats.

9.4

An on-board wheelchair should be installed in aircraft with 60 or more seats
to facilitate the movement of non-ambulant passengers within the cabin andparticularly to the toilet. Staff should be trained and confident in its use in
the cabin environment, and should know where it is stored.

9.5

The provision of an on-board wheelchair will enable air carriers to assist
passengers in moving to toilet facilities. This will be most relevant where an
aircraft has a wheelchair accessible toilet, but it can also be useful tofacilitate other movement within the passenger cabin, includingsemi-ambulant passengers who may need to use an on-board wheelchair toreach the toilet, but could then use a non-wheelchair accessible toilet. It is
recognised that the physical dimensions of the aircraft cabin may be barrier
to this on very small aircraft.

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9.6

On multi-decked aircraft, consideration should be given to the number of
on-board wheelchairs needed to serve all decks and classes, in order toensure that PRM are not restricted in their choice of class.

9.7

All twin aisle aircraft should have at least one spacious toilet facility
enabling independent use by PRM requiring the use of the on-board
wheelchair for mobility while single aisle aircraft should seek to provide atleast one toilet accessible to passengers using an on-board wheelchair.

9.8

The dimensions of a wheelchair accessible toilet should enable a passenger,
on-board wheelchair and assistant, if required, to be fully enclosed within
the module with the door closed. Provision of wheelchair accessible toilet
facilities will need to balance the requirements and legitimate expectationsof PRM with commercial and operational concerns.

9.9

Not all PRM will require a wheelchair accessible toilet. There areopportunities to improve access in all toilets for passengers with limited
mobility, dexterity, vision or impaired hearing amongst others. The accessprovisions in non-wheelchair accessible toilets should not present any
commercial or operational concerns.

9.10

Handrails for passenger use on access stairs and throughout the aircraft
should be round in section, slip resistant and colour contrasted against theirsurroundings. When used on stairways they should return to the wall or tothe head and foot of the stairs in a smooth curve. These principles will
ensure that the handrails can be used by people with poor grip and can beseen by people with low vision.

9.11

All these provisions will benefit all PRM, including blind and partiallysighted people and those with learning disabilities.

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SECTION 10
RECOMMENDATION
10.1

It is impossible to cover all types of scenarios in one single guidance
document. Some of the most common impairments have been mentioned,
but there will of course be many cases, either visible or invisible, that are
not included in this document but also require particular attention. Let theperson express their needs if he or she wishes to do so, and do your very
best to meet the individual needs.

10.2

Remember also that older people, with or without disabilities, might needparticular consideration.

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Guidance for Airline Operators in Hong Kong:
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ANNEX 1
IATA CODE
These codes apply to PRM requiring assistance.
MEDA

Passenger whose mobility is impaired due to clinical cases withmedical pathology in progress, being authorised to travel by
medical authorities. Such passenger usually has social coverage in
relation to the illness or accident.

STCR

Passenger who can only be transported on a stretcher. Such apassenger may or may not have social protection or specificinsurance.

WHCR

Passenger who can walk up and down stairs and move about in anaircraft cabin, who requires a wheelchair or other means for
movements between the aircraft and the terminal, in the terminal
and between arrival and departure points on the city side of theterminal.

WCHS

Passenger who cannot walk up or down stairs, but who can move
about in an aircraft cabin and requires a wheelchair to move
between the aircraft and the terminal, in the terminal and between
arrival and departure points on the city side of the terminal.

WCHP*

Passenger with a disability of the lower limbs who has sufficientpersonal autonomy to take care of him/herself, but who requires
assistance to embark or disembark and who can move about in anaircraft cabin only with the help of an onboard wheelchair.

WCHC

Passenger who is completely immobile who can move about onlywith the help of a wheelchair or any other means and who
requires assistance at all times from arrival at the airport toseating in the aircraft or, if necessary, in a special seat fitted to
his/her specific needs, the process being inverted at arrival.

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BLIND

Blind.

DEAF

Passenger who is deaf or a passenger who is deaf without speech.

DEAF/BLIND

Passenger who is both deaf and blind, who can only move aroundwith the help of an accompanying person.

MAAS

All other passengers in need of special assistance.

DPNA

Disabled passenger with intellectual or developmental disability
needing assistance.

PETC

Passenger travelling with an assistance dog.

Note - * WCHP is not yet internationally recognised.

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