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Service operation procedure in the Airport for the disabled

I.  

Wheelchair passengers: people who are ill or disabled and require wheelchair assistance.

 

1  Definition of the assistance level:
 1) WCHR: Wheelchair service from aircraft to aircraft (such as crossing the apron), but can go upstairs
  and downstairs by themselves and to their seat in the cabin.

 2) WCHS: Wheelchair service to the aircraft, and required assistance to go upstairs and downstairs, but
  they can move around in the cabin by themselves.

 3) WCHC: Completely incapable to move, require wheelchair service to the aircraft, assistance to go
  upstairs and downstairs and to their seat in the cabin.

 

2  Handling procedure for departure of passengers:

 1) Airport information center:

  If passengers who require wheelchair service are encountered, personnel shall actively assist the
  passenger with check in service and notify the airline company regarding follow up service matters.
  If elderly or pregnant passengers, or young children are encountered, the personnel shall actively
  assist the passenger with check in service, baggage check in, and accompany the passenger to the
  boarding gate for boarding when necessary.

 2) Airline company:

  (1) When a customer is checking in, the personnel shall ask whether wheelchair service is required?
   
Whether the customer has his/her own wheelchair? Whether the customer has an escort?

  (2) If the passenger does not have a wheelchair, the ground staff shall take the wheelchair provided by
    the airport to the check in counter.

  (3) Assist the passenger to sit on the wheelchair, and arrange for him/her to wait in the outside waiting
    area (left side behind the service counter, where the counter personnel can see) for custom checks.

  (4) After passing customs, take the lift to boarding gate for boarding.

  (5) Before boarding, the ground staff shall notify the flight attendants of the number of wheelchair
    passengers and their seats.

  (6) After being informed, the ground staff shall arrange enough personnel to assist the wheelchair
    passengers to board the aircraft according to the above-mentioned assistance level definition.

  (7) After the aircraft departs the airport, notify the destination airport for relevant information for
    follow up service.

 

3  Handling procedure of arrival passengers:

 1) Airport information center:

  If elderly or pregnant passengers, or young children are encountered, the personnel shall actively ask
  whether the passenger would like the lift for the disabled and guide the passenger to the lift and the
  baggage claim, assist the passenger with baggage claim and lead him/her to his/her family or friend
  who comes for the airport pick-up service, or accompany him/her to the exit for further transportation.

 2) Airline company:

  (1) After receiving the notification, according to the departure airport information, confirm the actual
    wheelchair passenger amount, and request the ground staff to prepare enough wheelchairs to wait
    on the apron for the aircraft to arrive.

  (2) After the aircraft has arrived, according to the assistance level of the wheelchair passengers,
    request the ground staff to assist the passengers to leave the aircraft and help them to go to the
    airport exit.

 

4  Notice item: If the airport does not have an electric lift vehicle for use, the service for boarding service
      will temporary use ground staff manpower service, during the transportation process,
      enough manpower and time is required to maintain the safety of the passenger and the staff
      on duty.

II.  

Hearing impaired passengers: Passengers with completely damaged hearing will be treated as passengers
            who have no acting ability.

 

1  Airport handling procedure:

 1) Airline company

  (1) Notify the ground staff to remind the passenger for boarding and guide him/her to the seat.

  (2) Notify the chief flight attendant of the seat of the passenger, and request her/him to pay attention
    to the passenger.

III.   

Visually impaired: Genetic blindness, temporary blindness or permanent blindness due to disease or other
        external force factors.

 

1  Airport departure handling procedure:

 1) Airport information center:

  If the passenger does not have any escort, the airport personnel shall assist the passenger with check
  in and baggage check in service, lead him/her to wait in the airport waiting area and wait for the
  customs check.

  When going through customs, the personnel shall assist him/her, when giving directions, the
  personnel shall stand on the right hand side of the passenger or allow the passenger to put his/her
  hand on the service personnel's shoulder or wrist, and orally guide the direction in a clockwise
  direction.

  After going through customs, accompany the passenger to take the lift to wait for boarding in the
  boarding gate, and request the airline staff to follow up the passenger's service.

 2) Airline company:

  (1) During check in, if the passenger has no escort, try to give the passenger a seat that is closer to
    the exit   and a window seat for airline personnel to escort the passenger. If the passenger has an
    escort, then reserve the seat of the escort next to the passenger.

  (2) Assist the passenger to wait in the airport waiting area for customs check.

  (3) When going through customs, the personnel shall assist him/her to go through customs, when
    guiding directions, the personnel shall stand on the right hand side of the passenger or allow the
    passenger to put his/her hand on the service personnel's shoulder or wrist, orally guide the
    direction in a clockwise direction.

  (4) After going through customs, accompany the passenger to take the lift to wait for boarding in the
    boarding gate.

  (5) Before boarding, the ground staff shall inform the flight attendant of the number and seat of the
    visually impaired passenger.

  (6) After the notification is done, the escort personnel shall guide the visually impaired passenger to
    board the flight.

  (7) After the aircraft takes off, the airline shall inform the destination airport for follow up service.

 

2  Airport arrival handling procedure:

 1) Airport information center:

  If personnel encounters visually impaired passengers, he/she shall actively guide the passenger to
  take the lift to the baggage claim and assist the passenger with his/her baggage claim and lead him/her

  to his/her family or friend who comes for the airport pick-up service, or accompany him/her to the exit
  for further transportation.

 2) Airline company:

  After receiving notification, and the flight has arrived, the escort personnel shall guide the passenger
  to leave the aircraft and guide the passenger to the exit and bring him/her to his/her family or friend
  who comes for the airport pick-up service.

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