PDRM

(Persons with disability or reduced mobility)

Prepared By: AOD Training

Approved By: Head of Airport Services Training
Course Agenda

Based on the CAR Section 3, Series M –Part I Para 4.3, this training includes;
▪ Barriers faced by persons with disability or reduced mobility, including attitude, environment and
organisation, and suggestions for removing such barriers

▪ Information on the range of disabilities, including hidden or less visible disabilities.

▪ Skills needed for assisting passenger with disability or reduced mobility.

▪ Communication and interpersonal skills for interacting with passenger with disability or reduce
mobility.

▪ Health and safety information.

▪ General awareness about the relevant regulations.

▪ Assistance required for Ambulatory and Non ambulatory cases.

Policy – CAR Section 3, Series M- Part I
Famous People with Disability
Deepa Malik was diagnosed with a spine tumor when she was five, and
after three years of treatment and physiotherapy she recovered from it,
however, her tumor returned at the age of 29 and doctors said that she
would not be able to walk after the surgery. She is the first Indian woman to
win a medal in Paralympic Games and won a silver medal at the 2016
Summer Paralympics in shot put.

Tom Cruise, the world-famous movie actor, is extremely

dyslexic, which is classed as a learning disability

Sudha Chandran is an extremely talented Indian dancer and

actress who, following an accident, had her right leg
amputated and continued to gain a highly successful career.

Arunima Sinha, the first amputee to climb Mount Everest

Interesting Facts

1. In 2015, government of India announced the change in nomenclature for person

with disability to DIVYANG ( Divine body) instead of VIKLANG.

2. Among males, prevalence of disability is more than a female.

3. Disability act of 2016, all building approved an built which do not follow the
accessibility norms are illegal & can be razed down.

4. Around 15 per cent of the world’s population, or estimated 1 billion people, live
with disabilities.
Understanding PDRM

Person with disability (PWD) means any individual who has a physical or mental impairment that, on a
permanent or temporary basis, substantially limits one or more major life activities, has a record of such
impairment, or is regarded as having such impairment.

A person with reduced mobility (PRM) means any person whose mobility when using 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 the service made available to all
passengers.
Example of Disabilities

1.Amputation

2.Intellectual

3.Spinal-cord-injury

4.Obesity

5.Deafness

6.Paralysis
7
Persons with Disability OR Reduced Mobility

PDRM

Customer
with guide
PRM dog/ Service
PWD animal

▪ Expectant Mother
▪ Visually Impaired
▪ Lady with Infant
▪ Stretcher customer
▪ Guests travelling with POC
▪ WCHC
▪ WCHR
▪ WCHS
Categorization of PRM’s

Ambulatory – Self Reliant ( Mobile)

Passengers who can walk and are able to board and deplane from the aircraft unassisted, and who can move
about the aircraft unassisted, are considered ambulatory.

▪ This includes deaf, mute, one leg or arm amputed, WCHR, etc.

▪ They are able to self-lift and communicate (in such a way as to understand the safety instructions and
emergency instructions of the crew

▪ These passengers are able to evacuate from an aircraft unassisted in an emergency.

▪ No restriction in carriage on number of Ambulatory customers

Confidential
Categorization of PRM’s

Non-ambulatory- Immobile

They are passengers who need assistance to board, move about and disembark as well as in an emergency evacuation. E.g.
Paralyzed, visually impaired, invalids (wheelchair).

▪ Such passengers must be boarded prior to normal passenger boarding.

▪ This is to ensure and enable the cabin crew to conduct the safety briefing. which is a Civil Aviation Regulation requirement.
These passengers must be disembarked evacuated last.

▪ 4 Non-ambulatory Escorted customers are accepted on A320/A321.

▪ Max 4 Non-ambulatory Unescorted customers are accepted on A320/A321. Total Non-ambulatory on narrow body aircraft is
08.

▪ 8 Non-ambulatory Escorted customers are accepted on B787.

▪ Max 8 Non-ambulatory Unescorted customers are accepted on B787. Non-ambulatory on B787 is 16.

Confidential
Departure
Journey
Customer Travelling with Infants
▪ A customer who has not yet reached the age of 2 years and not required by law to occupy a customer seat may be
considered an infant.

▪ The acceptance and seating of infants is governed by :

a) The number of spare life vests and seat belt
b) The location of the oxygen masks for seating

▪ Infants below 7 days are not permitted to travel ( both domestic and international). If infant must receive lifesaving
treatment within the first 48 hours of delivery, MEDA clearance must be obtained from Operations Control Centre
and AI’s Medical Department.

▪ An infant must be accompanied by an adult who may be a parent, guardian, relative or friend who acts as an
escort.

▪ On narrow body aircraft maximum of 7 souls may be seated in a row with not more than 4 souls on either side.

▪ On B787 No of souls seated shall not exceed the number of oxygen mask in the PSU above.

▪ Infants must hold valid tickets and must be checked – in and issued a boarding pass.

▪ Check-in baggage allowance: Your little one is allowed a baggage allowance of 10 kg/22 lb as check-in baggage
on all our flights.
12
Documents
You need to provide valid proof of ID to verify the age of your little one.

Valid ID proof includes:

•Birth certificate
•Vaccination certificate
•A passport is a mandatory document in case of international travel.
If you cannot display valid ID proof on the day of travel, an adult fare will be charged. This is subject
to the availability of seats on the flight.

Infant on seat (CRS)

• A child up to two years old (24 months) is an infant sitting on an adult's lap or on seat.
• Neither lap children nor infants in car seats are allowed in an exit row.
• Passengers travelling with an infant (below 2 years in economy class cabin may carry their own Child
Restraint System which can be placed on an aircraft seat provided it has been approved for use in the
aircraft and does not block any aisle or passage on the aircraft.
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Placement of CRS on the Aircraft
a) A CRS must be installed in a forward-facing aircraft seat, in accordance with instructions on the label.
CRS should not be placed in an aisle seat.
b) Aft facing CRS - shall only be placed on a window seat.
c) CRS is not permitted in an emergency exit row seat and one row immediately forward or rear of an
emergency exit row. Due to size of the seat back.
d) If an approved CRS, for which a ticket has been purchased, does not fit in a particular seat on the
aircraft, Air India shall try and do it’s best to safely accommodate the CRS on another seat in the same
class of service.
Example 1: A CRS with a base that is too wide to fit properly in a seat with rigid armrests can be moved to
a seat with moveable armrests that can be raised to accommodate the CRS in the same class of service.

AFT facing CRS

Forward facing CRS

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Usage of CRS
a) Air India does not provide CRS. Passengers may carry their own CRS which has been approved for use in the
aircraft.
b) If no seat has been purchased, the infant must be secured on the lap of an adult with an infant seat belt.
c) The infant / child must be secured in the CRS and accompanied by a parent / guardian in an adjacent seat and the
infant / child should not exceed the weight limits of the CRS.
d) The CRS must have a label or markings showing approval for aviation use.

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Car Seat Type

The Seat must meet following standards:

a) Forward or Rear ward facing type with the proper harness that can be strapped to a passenger seat by use of
seat belt only.
b) The CRS should have a solid back and seat.
c) The CRS should have internal restraint straps installed to securely hold the child in the CRS.
d) A CRS must be in good condition and show no signs of damage. The car seat harness must be single release
type and must secure the lap, torso.

16
Unaccompanied Minors

Embarkation &
Disembarkation
Journey
Unaccompanied Minor
Children up to age 12 years travelling alone are considered UM and pays adult fare as normal.

On GULF-INDIA-GULF routes online on Air India, the upper age limit applicable is 16 years for UM
On UAE-INDIA-UAE routes online on Air India, the upper age limit applicable is 18 Years for UM.

At the Reservation office

• At the airport (processing through Government formalities, allocation of seats, escorting for boarding by
designated staff)
• Request for Carriage Form - 3 copies to be filled up by the parents/guardian. Reservation Office to retain 1 copy
and advise parents to present other copies at the airport.
• It should be clearly mentioned if during the layover, the UMs are to be looked after by Air-India or by friends /
relatives of parents / guardians. The names, addresses and relationships of such friends / relatives of parents /
guardians should be clearly indicated.
• If the UMs have an onward connection, information regarding the details of the journey should be passed on to
the destination station on Air-India's route. Parents / Guardian shall be advised to report to the airport of
departure sufficiently in advance to ensure that required formalities are completed by the airline well in time.

Note: UMs shall be seated close to the Galley so that they are under the supervision of the Cabin Crew.
18
 • In case of a delay / flight cancellation en-route at transit station, the stations of origin, layover and destination
will be urgently informed the extent of delay / cancellation, layover arrangements and rerouting with the name
of every UM and their final arrival details. The UM will be always kept under constant supervision.

• The UM will be escorted to the hotel and back to the airport for departure.

• At destination parents / guardians of the UM will be advised of the delay, the arrangements made and the new
arrival flight details.

Action by Departure Airport

• At airport of departure, UM will be accepted from the parents /guardian by ground staff. /Special handling staff,
specially deputed to receive such child. The UMs must be kept under constant supervision and safe custody.
• The filled UM forms and UM’s ticket will be verified by the staff. UM’s baggage will be accepted by staff / helper.
• In case of international travel, all documents relating to the UM’s travel like Passport, Green Card, Health
Certificates, shall be received from the parents / guardian.
• Parents / Guardians to be advised to remain at the airport till the departure of the flight.
• Priority label will be attached to the baggage of UM along with the normal destination baggage tag.
• The UMs shall be escorted by the staff through immigration / customs / security and boarded before other
passengers.

Note: UMs shall not be accepted for travel on AI flights if Interline Travel is involved at Transit point.
19
20
Young Passenger Travelling To/From UK

Key Pointers

For age group 12 to 17 years, travelling

alone to/from UK, are required to have a
Parental/Guardian Consent form completed

Form is available at website for download​ and

is to be submitted at the time of check-in

Booking request can be accepted on Website,

Form can also be emailed at least 4 hours

before the schedule departure of flight with
the valid photo ID proof of both the parents &
the birth certificate of the child at:
aitraffic.lhr@airindia.com
Young Passenger Travelling To/From UK - Documents

• Consent form with complete • Parent/guardian’s current passport or any

contact details of parent/guardian other photo ID with signature, along with
& young passenger the consent form:

• 2 copies of consent form are required o 01 copy for the departure station
o 01 copy (original) for the YP during the
journey
Consent Form
Guidelines

**Guidelines for young passengers travelling alone to/from UK to be checked

23
Expectant Mother

▪ Expectant mothers in good health may be accepted for travel up to and including 32nd
week, subject to the conditions that follows.

▪ Reservations staff may request for the medical certification at the time of booking. If the
booking and departure dates are more than a month apart, a new certificate should be
issued (by the customer’s attending gynaecologist) not more than 3 days before
departure. This certificate shall be presented at check-in when requested.

Travelling beyond the 32nd week of pregnancy

•You can travel up to the 35th week of your pregnancy if you anticipate a normal delivery.
•You will be required to bring a medical certificate from your obstetrician stating that you are
fit to travel and that there are no complications.
•If you are beyond your 35th week of pregnancy, we will not allow you to fly with us on
account of your safety.

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Exception

You will not be allowed to travel after the 32nd week in case of the following
circumstances:
•You are having multiple pregnancies, i.e., twins, triplets, etc.
•Your pregnancy may be complicated, i.e., you may have suffered a miscarriage
on previous occasions or had a complicated delivery in the past.

▪ Seat Location – preferably an aisle seat close to the toilet for easy convenience to access
the washroom and comfortably move about in the cabin.

▪ Oxygen – As a precaution, the expectant mother may require oxygen during the flight.

▪ Original Medical certificate shall be handed over to the customer and he/she must be briefed
to carry it for the entire booked itinerary.

▪ Copy of medical certificate shall be filed at respective station (Trip file)

25
Expectant Mother

▪ Expectant Mother can be accepted for travel provided they sign “ Expectant Mother
Declaration” ( irrespective to the duration of pregnancy) in three copies during check-in.
One copy shall remain with the boarding personnel, one copy shall remain with the cabin
crew and one copy shall remain with the passenger This form is in addition to the Doctor’s
certificate / MEDIF form ( as applicable).

▪ EDD shall be mentioned on the certificate and the full term of pregnancy shall be
calculated according to the 40 week period (verbal information shall not be used for
calculation purposes).

26
Mothers with New-born

Post delivery (In complicated cases of newborn):

▪ MEDA clearance from AI Medical Department mandatory (refer also to information section
on MEDA Clearance). MEDIF form to be filled by pediatrician/child specialist.

▪ Need to be accompanied by at least one qualified doctor (minimum MBBS qualified doctor)
– medical escort is compulsory requirement.
The minimum age of travel for your little one is seven days.

An exception to the above guidelines is possible in a medical emergency. You will need:
•A medical certificate from your pediatrician.
•Clearance from our medical department. Do reach out to our customer service and they will be happy
to guide you.

27
28
Types of Wheelchair

There are mainly two types of wheelchairs or mobility aid devices with batteries :

➢ Non-spillable battery
▪ Dry battery (including integrated battery)
▪ Gel type battery
▪ Lithium-ion battery

➢ Spillable battery
▪ Wet battery

29
Wheelchair Customer

▪ Type of Wheelchair Customer

WCHR – Wheelchair till Ramp or Aircraft Door

WCHS - Wheelchair till Steps

WCHC - Wheelchair till cabin (Till seat)

▪ Type of Wheelchairs

Battery operated – ( WCBD, WCBW, WCLB)

Manual Powered - (WCMP)

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US DOT – AIR CARRIER ACCESS ACT (ACAA) and its implementing
regulations,14 CFR PART 382

• Air Travel for Persons with Disabilities OR Non-discrimination Based on Disability in Air
Travel
• At a minimum, the ‘passenger’ is someone who offers or makes a good faith attempt to
offer to purchase or validly obtain a ticket for air transportation

Applicability of the Rule

• The ACAA (Air Carriers Access Act) rule applies to all flights of U.S. airlines and to flights to or from the
United States by foreign airlines. This rule prohibits discrimination based on disability in air travel.
• It defines the rights of passengers and the obligations of airlines.
• Airlines may not require advance notice that a person with a disability is traveling. Air carriers may require
up to 48 hours’ advance notice for certain accommodations that require preparation time (e.g., respirator
hook-up, transportation of an electric wheelchair on an aircraft with less than 60 seats).
• Airlines may not limit the number of persons with disabilities on a flight.

31
Accessibility of Facilities
Airlines must ensure that airport facilities and services that they own, lease or control are accessible in the manner
prescribed in the rule.

Other Services and Accommodations

• Airlines are required to help with boarding, deplaning and making connections. Assistance within the cabin is also
required, but not extensive personal services. Where level-entry boarding is not available, there must be ramps or
mechanical lifts to service.
• Wheelchairs and other assistive devices have priority over other items for storage in the baggage compartment.
• Airlines must accept battery-powered wheelchairs, including the batteries, packaging the batteries in hazardous
materials packages when necessary.
• Airlines may not charge for providing accommodations required by the rule, such as hazardous materials packaging
for batteries. However, they may charge for optional services such as providing oxygen.
• Airlines must permit a passenger to use his/her Portable Oxygen Concentrator during the flight if it is labeled as
FAA-approved.

32
Handling of Passenger Requiring special assistance

• Air India shall NOT refuse to carry persons with disability or reduced mobility and their assistive aids/devices, escorts
and guide dogs including their presence in the cabin.
• It shall be the responsibility of the PDRM to notify their needs at least 48 hours before the scheduled time of
departure so that Air India makes necessary arrangements.
• Air India shall ensure that persons with disability or reduced mobility are boarded separately (normally prior to all
other passengers) as well as disembarked separately (normally after all other passengers have left the cabin) to
facilitate the procedure of embarkation and disembarkation and to provide the necessary assistance to them.
• Mobility equipment and disability aids that need to be carried by Air India either in cabin and/or AC hold.

33
Carriage of battery powered wheelchairs
▪ Inhibit the circuits

▪ Battery terminals are protected from short circuits

▪ Battery is securely attached to the wheelchair or mobility aid

▪ Attach heavy tag & LRT

▪ Mention in LDM/CPM and inform down line station

▪ Do not allow transport of a damaged or leaking battery

▪ The wheelchair must be loaded, stowed, secured and unloaded always in an upright
position.

▪ Max of 300 Wh battery powered wheelchair is allowed on aircraft.

▪ A maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding
160 Wh may be carried:
34
Conditions for Acceptance of PDRM’s

Information about the needs of PDRMs shall be conveyed to Air India at least 48 hours prior to
travel.

The following passengers will be subject to clearance from the AI Medical Services Department if
the passenger:

a) Suffers from any disease, which is believed to be actively contagious and communicable.
b) Would require medical attention and/or special equipment to maintain their health
during the flights.
c) Who is travelling in a stretcher or incubator on board the aircraft.
d) Who requires an extra space to accommodate leg elevation.

35
Categorization of PRMs
Ambulatory – Self Reliant ( Mobile)

Passengers who can walk and are able to board and deplane from the aircraft unassisted, and
who can move about the aircraft unassisted, are considered ambulatory.

▪ This includes the WCHR, etc.

▪ They are able to self-lift and communicate (in such a way as to understand the safety
instructions and emergency instructions of the crew

▪ These passengers are able to evacuate from an aircraft unassisted in an emergency.

▪ No restriction in carriage on number of Ambulatory customers

36
Categorization of PRMs
Non-ambulatory- Immobile

They are passengers who need assistance to board, move about and disembark as well as in
an emergency evacuation. E.g. Paralyzed, blind, invalids (wheelchair).

▪ Such passengers must be boarded prior to normal passenger boarding.

▪ This is to ensure and enable the cabin crew to conduct the safety briefing. which is a Civil
Aviation Regulation requirement. These passengers must be disembarked evacuated last.

▪ 4 Non-ambulatory Escorted customers are accepted on A320/A321

▪ Max 4 Non-ambulatory Unescorted customers are accepted on A320/A321. Total Non-

ambulatory on narrow body aircraft is 08.

▪ 8 Non-ambulatory Escorted customers are accepted on B787.

▪ Max 8 Non-ambulatory Unescorted customers are accepted on B787. Non-ambulatory on

B787 is 16.
37
Airlines can deny transportation to passengers needing passengers needing medical clearance
unless they meet the requirements of the Carrier/s involved in the transportation.

Non-Ambulatory Passenger Count

Fleet Type Max Unescorted
A 319 03
A 320 04
A 321 05
A 350 08
B 777-200 LR 08
B 777-300 ER 10
B 787-8 08

38
Wheelchair Handling

Handling At Departure Station

1. Is the passenger taking his personal wheelchair?

If yes, then
▪ check if it contains a non-spillable or spillable battery
▪ add this information into the DCS
▪ inform the load control department
▪ continue with step 2.

If no, then:

2. Attach the priority label to all checked baggage, to give priority to the
baggage of the PRM upon arrival
3. Make sure all requirements given in the notification message are met
4. Pre-board the passenger, if desired and inform the cabin crew
5. Send a passenger service message to all stations involved
6. Issue a manual or automated passenger information list for the crew ( PIL)

39
Wheelchair Handling

Handling at transit station

At transit stations, take the following actions:
▪ Assist the passenger as requested in the notification message.
▪ If a crew change takes place, inform the new crew about the PRM.

Handling at transfer and arrival station

At transfer and arrival stations, take the following actions:
▪ Assist the passenger as requested in the notification message, including assistance
through baggage claim .
▪ In case of interline transfer; assist passenger to connecting carrier’s gate or other
location where receiving carrier has accepted responsibility if such assistance is
requested by the passenger.
▪ Return all special equipment (stretcher, stretcher kit, oxygen bottles, etc.) to the station
of origin of equipment, unless otherwise agreed in the notification message.

40
Wheelchair Handling
Boarding and Deplaning Assistance

▪ Boarding gate staff shall observe the following guidelines:

▪ Provide appropriate assistance to PRMs (e.g., wheelchairs, mechanical lifts).
▪ Preboard all PRMs.
▪ Deplane PRMs after all the other passengers have disembarked.
▪ Do not leave a PRM unattended in a ground wheelchair or other device in which the passenger is not
independently mobile
▪ Physically carrying a passenger on or off the aircraft is prohibited except during emergency evacuation.
▪ In case of last minute requests for mechanical lifts, make reasonable efforts to provide boarding assistance
if the effort would not delay the flight.
▪ Assist persons with disability or reduced mobility for their quick clearance and baggage delivery

41
Handling in case of Irregularities
• Transfer of responsibility
▪ For interline connections, the delivering carrier has fulfilled its handling/assisting responsibility when
the PRM has been transferred to the receiving carrier.**

▪ If the receiving carrier is unable to provide previously confirmed air transportation, this carrier must
make any arrangements necessary for the care and welfare of the passenger.

• Responsibility in case of delay

• If the delivering carrier’s flight is delayed, causing a misconnection with the receiving carrier’s flight,
the delivering carrier is responsible for all arrangements necessary for the care and welfare of the
passenger.

**FREMEC (Frequent Medical Traveler's Card) issues by other airlines must be honored.

42
Pre-Notification
▪ No advance notification is needed for a passenger with a disability

▪ Advance notice is required if a passenger with a disability wishes to receive special services, equipment,
or has a medical condition that requires a medical certificate and additional medical review by Air India
doctors

▪ No PRIOR clearance is not required for POC, if it is approved by FAA. FAA approval of the POC (Portable
Oxygen Concentrator) model will have to be proven by the customer to check in staff, either on FAA
website or in technical brochure of the equipment or in some cases it may be engraved on the
equipment, which can also be shown to the duty staff. FAA approval is mandatory if it must be carried
onboard (inside cabin) an aircraft

▪ Respiratory Assist Devices (e.g. BiPAP, CPAP, Nebulisers etc) no prior clearance is required. Customers
are advised to ensure that the equipment is completely battery operated, medical documents and
technical brochures to be carried in hand baggage and provided airport security check clears the same
for it to be allowed to be carried onboard/inside the aircraft cabin.

▪ Air India recommended check-in time is two hours prior to departure.

▪ If a passenger requiring special assistance or services arrives at check-in without pre-notification,

Check-in Agent shall update the customer record (with a Special Service Requirements (SSR) comment)
specifying the type of assistance required and ensure that the information is transmitted to the cabin
crew (in PIL) and the transit / transfer and arrival airports. 43
Stretcher Policy

44
Stretcher Policy
▪ Booking will be done by Customer service center

▪ SSR code for the same will be STCR

▪ 48 hours advance notice if the passenger wishes to travel on STCR

▪ Air India recommended check-in time is two hours prior to departure

▪ Seats for STCR are last three rows on the starboard side

▪ Stretcher will be boarded first and deboarded last.

▪ Only 1 Stretcher can be accepted per flight.

▪ No Stretcher cases will be through checked-in.

45
Medical Approval of Travel on Air India
▪ Medical clearance is not required for all disabled passengers. For example, it is generally not required
for those with permanent stable disabilities (e.g., hearing impaired or visual impaired , person with
simple fractures or injuries etc.

▪ Medical clearance shall be obtained where assistance or medical treatment is required (prior to
departure or during transit).

Validity of medical Clearance

A medical clearance is only valid for the flight(s) and date(s) specified on the clearance (there is no
minimum or maximum validity). Clearance granted is only valid in normal circumstances. If a serious
deterioration of the medical condition took place in between the time of clearance and the actual flight till
boarding/departure, new clearance may be requested and in exceptional last-minute situations boarding
may be denied.

46
Stretcher Locations
Configuration
Aircraft Stretcher Location

B777-300ER F 04 / C 35 / Y 303 50 – 52ABC

B777-200LR F 08 / C 35 / Y 195 39-41ABC
B787-800 C 18 / Y 238 37ABC, 38ABC, 39AB
Y 144
A319
1st 22/23/24 ABC
C 08 Y114
2nd 22/23/24 DEF
A320 Y 168 1st 1/2/3 DEF
2nd 1/2/3 ABC
1st 28/29/30 ABC
Y 180
2nd 28/29/30 DEF
C-12, Y-138 24/25/26DEF
A321 C-12, Y-170 30/31/32 DEF
37/38/39 ABC
A350 C-28, R-24, Y-264
37/38/39 HJK
47
MEDA Policy
Passenger needs to fill out the Medical Information Form (MEDIF) while booking flight with Air India.

Medical clearance is required if:

Passenger has an existing Passenger is flying for medical

medical condition. reasons or treatment.

Passenger needs special Passenger's fitness to travel is

services such as oxygen or doubtful due to recent illness,
medical equipment on board. hospitalization, injury or surgery.

*Medical Documents need to be validated by MBBS Doctors from registered hospitals.

Visually Impaired Passengers
Customer may travel with escort or alone

▪ Air India accepts seeing-eye dog in the aircraft cabin. If any country or territory
on the route prohibits the entry of dogs, carriage will be refused. Verbalize
actions when assisting them.
▪ Customer may travel with escort, alone, or with a “Seeing Eye” dog.
▪ “Seeing-eye” dogs are used by visually impaired passengers to guide them. The
dog and its master would have undergone extensive training and are usually
issued an identification card by the training center.
▪ The procedures below relate to the acceptance and handling of such “seeing-
eye” dogs.
▪ We permit guide dogs on our aircraft, subject to standard aviation requirements,
including:
The canine is fully trained, vaccinated and on a proper harness.
A muzzle for the dog.
Dog is seated on the absorbent mat on the floor and not on the seat.
▪ Seating – prefer bulkhead NOT emergency exit
▪ The Commander and crew-in-charge are to be notified of the seeing-eye dog when they
report for duty at the airport.
• A maximum of One Dog per cabin per flight (max TWO per flight).

****Guide dogs are trained dog; staff should not pet the dog**** 49
Codes to identify animals accompanying a passenger
When service animal is accompanying passenger, specify the type of animal in free text of SSR Item.

SVAN – Service Animal for passengers travelling with a service animal in cabin (specify details).
ESAN – Emotional Support Animal for passengers travelling with an emotional support/psychiatric
assistance animal in cabin

50
Documentation
Customers should have all the relevant documents handy at Airport during check in.

• Dog Health Certification

• Rabies Vaccination Certificate
• Service Dog Training Certificate from an appropriate institute or any equivalent document
certifying customer’s need for a Service Dog.

Some countries require clearance documents & quarantine for a period before being allowed
into the country. The customer is required to check and comply with all the necessary
regulations before flying.

• Clearance from Embassy (consulate of the country)

• Quarantine Document
• Animal Passport
• Import/Export Formalities Document
• Certification from a specific authorizing body if requirement for that country.

51
Confidential
Communicating with PRMs

When dealing with PRMs, all personnel shall:

▪ Make eye contact.

▪ Listen actively – listen first and then formulate a response.

▪ Clarify information (make notes if required).

▪ Ask open-ended questions (if required).

▪ Give them the necessary time to process the request.

▪ Avoid making assumptions.

ALWAYS COMMUNICATE CUSTOMER THAT THEIR SAFETY IS PRIME IMPORTANCE TO US RATHER THAN POSSIBLE
MONETORY BENEFIT TO AIRLINE

53
Common Barriers Faced

Attitudinal Communication Physical Policy

▪ Stereotyping ▪ No Braille or ▪ Absence of an ▪ Lack of

appropriate equipment awareness or
▪ Stigma versions enforcement of
▪ Non-functional existing law
▪ Prejudice ▪ Videos that equipment and regulations
do not include that deny
▪ Discrimination captioning ▪ Block or accessibility to
prevent persons with
▪ Use of mobility reduced
technical mobility and
language or disability
long
sentences
 Avoid Using Preferred
Birth defect Person with a disability since birth

Blind Persons who are blind or persons with a visual

impairment

Physically challenged Person with a physical disability

Confined, bound, restricted to or dependent on a Person who uses a wheelchair; wheelchair user
wheelchair

Crippled Person with a mobility impairment

Deaf & mute Person hearing impairment, Person who cannot

speak
Learning Disabled Person with a learning disability

Retarded, mentally retarded Person with intellectual disability

Hyper, autistic Person with autism

Handicap, disabled Person with multiple disabilities

Disabled/Handicapped parking Accessible parking

Supporting Wheelchair Users
AMBULIFT

▪ WCHS and WCHC will need Medical-Hi-Lift (MLF) transfer if the aircraft is
parked on a remote stand.

▪ After lifting in the ambulift the brakes should be applied.

▪ The Safety latch of the Ambulift should be given.

▪ The Speed of the Ambulift should be dead slow.

▪ At no point of time the escort should leave the

PRM/ PWD unattended.

▪ Once the Ambulift is aligned ensure that the side

railings & barrier is secured.

56
Supporting Wheelchair Users

LIFTING OF PRM / PWD AT STEP LADDER

▪ Ensure 04 staff should assist to lift the

passenger.

▪ The condition of the Wheelchair should be as

per Vistara standard.

▪ The face of the passenger should be facing

the aircraft during deplaning or boarding to
avoid slip or trip.

▪ The person lifting the Wheel chair should be

strong & trained to do this task

▪ There should be a communication between

the 04 at all times.

▪ The Ladder should be dry and with no water

spillage or dew.
Supporting Wheelchair Users
Movable platform in coach
The movable RAMP which helps PRM to easily embark/disembark from the coach.

The Don’ts
The Do’s
• Do not release the PRM in the wheelchair if the
• Always use the available movable ramp in coach
movable ramp is not connected to the coach.
• Ensure the bus has come to a complete stop,
doors are open and the coach is tilted before • Do not try to connect the movable ramp and
the wheelchair aligns the movable ramp to the operate the coach at the same time.
doorsteps.

• Inform the Operator to connect the movable • Do not lift the wheelchair manually if the movable
ramp on the coach doorstep during ramp is available on coach.
departure/arrival of PRMs to/from the flight.

• Always wear the required PPE (e.g. hi-vest

jacket and earplugs) when assisting PRM at the
ramp.
58
Achieving excellence in PRM/PWD handling
Achieving Excellence – Communicate

Your Excellent Actions The Result The staff explained to me the

process and escorted me to the
lounge. That person was really
helpful. I truly appreciate.
• Listen to customer
comments to understand
how best you can assist.

• Explain to the customer

where you will be taking
them and what they
should do.

• Explain the manual

handling method to the
customer before doing it
and obtain customer
approval.
Achieving Excellence – Communicate

The Result The customer care agent was

Your Excellent Actions
very polite and
understanding. I had difficulty
communicating ,but staff
• Assume nothing. managed to understand my
needs.
• Use proper & clear
language.

• Confirm understanding.

• Listen to the customer

attentively.

• If the customer gets

upset, then apologise
promptly and take
corrective action.
First Impression

Your Excellent Actions The Result

The customer care agent looks
very neat and tidy, and it
reflects a good service. I felt
• Many of the indications happy to be assisted by such a
that go into a first person.
impression are nonverbal,
dress and grooming are
key among them.

• Good grooming is an
indication that you pay
attention to details, and
that you can take care of
yourself which shows that
you care about others as
well.
Be Welcoming

Your Excellent Actions The Result

I was acknowledged as soon

as I arrived and was greeted
• Acknowledge the customer with a smile. Straight away, I
as soon as he/she calls
felt at ease.
for your assistance.

• Be friendly & courteous

always with a smile and
making appropriate eye
contact.

• Introduce yourself and

offer assistance, “How
may I best assist you?”
Case Studies
Case Study
Situation –

A GHA staff was handling a customer seated on a Wheelchair with no seat belt.
While boarding the flight at an incline surface the customer fell down.

Impact to Airline / Customer

a) The Wheelchair customer suffered multiple factures in the left hand.

b) Admitted to hospital with an expense of 5 lac.
c) Company image was tarnished in media.
d) Manager & staff allocated at gates were sacked out due to human rights
involvement.

Learning –

a) Always use the seat belt while assisting the customer.

b) Usage of reverse technique is a MUST in incline or
decline surface.
c) Never compromise safety
d) Always tell the customer “WHY” usage of belt is
necessary.
Case Study
Situation –

While boarding the aircraft, the staff requested the customer to walk inside the aircraft
as it’s a WCHR but the customer denied as he had a leg surgery & cant even walk, so
insisted that he need the assistance till seat. Staff tried to arrange a WCHC as soon
as possible but failed.

Impact to Airline / Customer -

a) The flight got delayed for 10 minutes.

b) Revenue loss for the company as the aircraft paid extra money as the parking
charge to AAI.
c) The sector movement of the flight got delayed.
d) OTP went for a toss.

Learning-

a) Always ask the customer at counters the reason of

using the wheelchair to provide with correct assistance.
b) This will save time.
c) Avoid confusion for the whole team.
Case Study
Situation –

While arrival of the Wheelchair customer the staff safely boarded the customer inside
the coach but left him unattended & without applying the wheel chair brakes.

Impact to Airline / Customer

a) The Wheelchair customer fell down , the moment the coach takes a turn.
b) The customer suffered ligament fracture.
c) The Airline took care of the medical expense.
d) Image of the airline was tarnished

Learning-

a) Always escort the Wheelchair customer.

b) Ensure to apply brakes at all times.
c) Seat belt usage is a must.
d) Instruct driver to maintain slow speed & be alert
when wheelchair customer is travelling.
Case Study
Situation –

It was a festival time & the wheelchair customer who was from a poor family was
asked by the GHA staff to give a tip of INR 1000 at the arrival hall. The customer felt
very uncomfortable & helpless by the gesture of the airline staff & began to cry.

Impact to Airline / Customer

a) There was scene where other fellow customers started to scold the arrival staff.
b) The airline image was tarnished.
c) Media was involved.

Learning-

a) Never ask the customer for any Tip / Bribe.

b) Regular briefing of the staff is advised.
c) Airline team should monitor the movement of GHA
staff & share constant feedback for improvement.
Skills Practice
Transferring passengers ✓ Take permission from the customer.

✓ Check the convenience

✓ Lock the customer from the upper torso

& hands

✓ Lock the customer from lower torso /

Legs

✓ The grip should be strong & firm

✓ With a count of 3 move the customer.

✓ After moving the customer ensure the

comfort

✓ Don’t forget to say “ THANK YOU”

Steps for transferring of male customer

1 2

3 4
Steps for transferring of female customer

1 2

3 4
 Role Play

Do a role play of handling of Visually impaired customer as follows

✓ ATO

✓ At Counter

✓ At SHA

✓ At Boarding gates

✓ Inside Aircraft

✓ At Arrivals
Change your Thinking
Change your thoughts …..
 POINTS TO REMEMBER
1. Ensure to check the serviceability of the wheelchair before commencement of operations.

2. Never use any wheelchair if its not serviceable.

3. Cleanliness & hygiene of the wheelchair is imperative.

4. Sufficient count of wheelchairs should be present at the ATO / counters.

5. GHA should be well trained on PRMD handling.

6. Ensure to conduct periodic checks / audits / meetings / briefings.

7. Usage of safety belt is a MUST & staff should tell the customer the WHY factor.

8. Ask the customer that if all the belongings are collected post clearing SHA.

9. Never rush / run or do multitasking while handling the PRMD customer.

10. Use the reverse technique in the decline or slippery surface.

11. Never accept Tip / Bribe.

Thank You