Dear Friends, Director General, Civil Aviation has prepared some guidelines for
blind passengers and persons with disabilities travelling by Air. We are
supposed to send our suggestion before they are finally adopted and issued as
instructions for airlines. I am reproducing below the draft proposal and also
recommendations prepared by one of our members Shri Prasanna Kumar Pincha. May
I request you to send your suggestions as recommendations to DGCA at the
earliest so that we may not lose any opportunity to make them realise our needs
and requirements during air travel.
I must draw your attention to some points that you must consider:
1. Jet Airways always makes blind passengers sit in the last row which is
closest to the toilets. They tell us that they want to keep us nearest to the
crew so that in case of any emergencey they may take proper and good care of
blind passengers. Our submisstion is that the rear portion of the aircraft is
more noisy as compared to the front portion and why should be made to sit
closest to the toilets and get continuously disturbed by the visits of the
passengers to the toilet?
2. Blind passengers myst be provided shuttle lounge facility at the airports
with attendant. Normally, airport authorities make us sit with common public
and the attendant goes away. He comes to pick us up only when the boarding
starts. In the meanwhile, if we need any assistance for going to the toilet or
drinking water or tea etc. we have no choice but to wait for him. If we are
allowed lounge facility, all of our problems would be taken care of by the
lounge attendant.
3. Airlines should give us concession on all categories of fairs. The airlines
have a special category of fair with a very limited number of seats. Actually,
we don't get any concession, it is actually a discounted ticket which is almost
double the cost of cheapest fair available today in airlines. This means, they
issue us tickets in waiting in spite of the availibality of seats in other
categories of fair.
5. Escort should also get concessional tickets in air travel.
So, Here's the draft proposal followed by suggestion and recommendations of
Shri Prasanna Kumar Pincha.
DRAFT
GOVERNMENT OF INDIA
Director General of Civil Aviation
Opp. Safdarjung Airport,
New Delhi-110003
CIVIL AVIATION REQUIREMENTS
SECTION 3 - AIRTRANSPORT
SERIES 'M' PART II
JULY, 2006
EFFECTIVE FORTHWITH
Subject: Carriage of physically challenged passengers
1. INTRODUCTION:
Due to open sky policy the number of aircraft have increased for scheduled
operation. Air transport has also become cheaper and is in the reach of
common person. A large number of elderly passengers are traveling fare and
wide, aboard commercial flights. Older and less healthy passengers often fly
and it is expected that the airlines will look after them, should the need
arise. Passengers with medical and physical disability also expect that all
necessary facilities will be provided to them in-flight, without
discrimination. Besides being a humanitarian issue, the scheduled services
airlines cannot absolve themselves from their responsibility from providing
facilities to the physically challenged passengers.
2. APPLICABILITY:
The requirements of the CAR are applicable to all the scheduled airlines to
prevent discrimination against the physically challenged passengers. The
airlines may give a detailed procedure for handling such passengers in their
Citizen Charter Chapter on their website for the knowledge of the public.
This CAR is issued in exercise of the powers conferred by Rule 133A of the
Aircraft Rules 1937.
3. PHYSICALLY CHALLENGED PASSENGERS
3.1 DEFINITION
This expression includes disabled and invalid passengers. A passenger is
considered incapacitated when his physical, mental or medical condition
requires individual attention (while enplaning and deplaning, during flight, in
an emergency evacuation and during ground handling) which is normally not
extended to other passengers. This requirement will become apparent from
special request made by the passengers and/or their family or a medical
authority, or from obvious abnormal physical or mental conditions observed and
reported by airline personnel or industry associated persons (travel agents
etc.). There may also be requests from interline partners to provide through
transportation to incapacitated passengers for which special arrangements may
be needed.
3.2 CODES
The following terms are used in all traffic documents namely movement messages,
passenger service messages, boarding pass, load sheet, reservations request etc.
MEDA
(Medical case)
Company medical clearance may be required
STCR
(Stretcher Passenger)
WCHR
(Wheelchair - R for Ramp) - Passenger can ascend/descend steps and make
own way to/from cabin seat but requires wheelchair for distance to/from
aircraft, i.e., across ramp, finger - dock or to mobile lounge as applicable.
WCHS
(Wheelchair - S for Steps) - Passenger cannot ascent/descend steps, but is
able to make own way to/from cabin seat; requires wheelchair for distance
to/from aircraft or mobile lounge and must be carried up/down steps.
WCHC
(Wheelchair - C for Cabin Seat) - Passenger completely immobile; requires
wheelchair to/from aircraft/Mobile lounge and must be carried up/Down steps and
to/from cabin seat.
BLND
(Blind passenger) - specify if accompanied by seeing - eye dog.
DEAF
(Deaf passenger) - specify if accompanied by hearing dog.
The above codes are IATA accepted codes for AIRIMP. While originating request
for such a category of passenger, these codes should be used in OSI element
followed by name of passenger and other information as needed.
The airlines should adopt a procedure that whenever the reservations are made,
Airport shall be advised that the passenger needing special attention has been
booked on the subject flight, at least 24 hours before departure. In case the
reservation is made within the last 24 hours before departures, the Airport
shall be advised immediately.
At the Airport, on receipt of such information, appropriate action for
arranging the required assistance needed by the passenger, must be taken in
advance. The fact should also be advised to the Flight Despatch Unit, for
proper briefing to the Cabin Crew, at least 12 hours before scheduled
departure.
For this purpose, the airlines may print a slip locally, as given in Appendix
'A', if required.
3.3 NOTIFICATION
Customer Services Officer/Duty Officer must fill up the slip, as given in
Appendix 'A', in triplicate and forward one copy to Flight Despatch Unit, with
a copy to check-in counter. The third copy is for the staff responsible to see
of the departure of the flight and station record.
The enroute and destination station(s) must be advised that passenger(s)
needing special attention is/are on board and the services needed by such
passenger(s) at enroute/destination station(s).
As far as possible when advice for travel of passenger needing special
attention is received, such passengers should be met by customer services staff
in the check-in area and assisted in completion of check-in formalities. The
boarding pass issued to such passengers should reflect the category code on
both the stub and passenger's portion.
3.4 BOARDING
The presence of such category of passengers must be advised to Captain or the
Cabin Crew prior to start of boarding. Such passengers should be boarded ahead
of rest of the normal passengers, as far as possible.
3.5 DISEMBARKATION
Incapacitated passengers and their escorts shall normally be disembarked after
other passengers.
3.6 TRANSIT STATION
Incapacitated passengers shall be retained on board during transit stops unless
otherwise required under safety regulations.
3.7 OFFLOADING
In case passengers have to be off-loaded due to over sales or any other
restrictions, incapacitated passenger should be accorded highest priority for
transportation and should not be normally offloaded.
If traveling on international flights, they shall be assisted by ground staff
in completion of formalities like customs/immigration etc.
3.8 STRETCHER CASE
All stations must ensure availability of stretcher(s) the number to be decided
depending upon the quantum of traffic loads. Stretchers and associated
equipment like blankets, pillows, sheets, etc. to be provided to passengers who
can not use the standard cabin seat in a sitting or reclining position on
payment of applicable tariff.
When a passenger on stretcher or otherwise is put on oxygen, smoking will be
prohibited within 3.1 meters on ground.
3.9 WHEEL CHAIRS
All airlines must ensure availability of wheel chairs in working conditions and
provided to passengers when needed. Passengers having their own wheel chairs
and who wish to check in the same as registered baggage may be permitted to do
so and the airlines wheel chair may be provided for transportation to/from
aircraft at both departure and arrival stations.
If the passenger has checked-in his own wheel chair, the same should be
delivered at the aircraft side before disembarkation, if required.
3.10 SEATING
Such passengers shall not to be seated near the emergency exist point but they
should be seated as close as possible to the toilets and/or cabin attendants'
seat. Escorts shall be given seats immediately adjacent to the passenger they
are escorting.
Passengers with stiff legs, fractured legs in plaster, paraplegics etc. should
be accommodated in seats allowing the maximum space for their comfort. Limbs in
plaster cast should not obstruct the aisle or emergency exists.
Passengers with mobility problems should be seated so as not to impede rapid
evacuation or aircraft in emergency. They should not be seated near the exists
provided with chutes (escaped slides).
Persons with disability affecting one side of their body should be seated in an
aisle seat with the unaffected side of their body towards the aisle. This will
facilitate their mobility in cases of emergency.
Blind or Deaf passengers traveling with specially trained dogs should be given
seats which allow space for the dog, near a floor level exist but which do not
impede access to it.
3.11 BRIEFING TO PASSENGER BY CABIN CREW:
Cabin Crew would personally and individually brief such passengers/their
escorts on emergency procedures and cabin layout.
3.12 PASSENGERS WITH INFANTS
Passengers traveling with infants should be allowed to check-in without queue
and if needed they should be provided assistant to carry the baby bassinet
(carry out). If needed, Airlines may also provide bassinet for use on board
the aircraft only. Cabin Crew should assist such passengers in
embarking/disembarking and also during the flight.
3.13 CARRY COTS
Passenger intending to use Airlines carry cots have to request for the same in
advance. If such requests are received while making reservation, Duty Officer,
reservations must advise airport about the requirement so that the same are
placed on board. Airlines should give aircraft-wise detail where such
carrycots can be carried out.
3.14 DELAYED FLIGHTS
In case of delay to flights, such passengers should be individually looked
after by the Customer Services staff and arrangements to be made as per the
need of the passenger.
(P.K. CHATTOPADHYAY)
JOINT DIRECTOR GENERAL OF CIVIL AVIATION
APPENDIX 'A'
(Passenger needing special attention)
1. Flight No. __________________ Date _____________
2. Destination
3. Name of Passenger
4. Category (use codes)
5. Other special information.
DRAFT
GOVERNMENT OF INDIA
Director General of Civil Aviation
Opp. Safdarjung Airport,
New Delhi-110003
CIVIL AVIATION REQUIREMENTS
SECTION 3 - AIRTRANSPORT
SERIES 'M' PART II
JULY, 2006
EFFECTIVE FORTHWITH
Subject: Carriage of physically challenged passengers
1. INTRODUCTION:
Due to open sky policy the number of aircraft have increased for scheduled
operation. Air transport has also become cheaper and is in the reach of
common person. A large number of elderly passengers are traveling fare and
wide, aboard commercial flights. Older and less healthy passengers often fly
and it is expected that the airlines will look after them, should the need
arise. Passengers with medical and physical disability also expect that all
necessary facilities will be provided to them in-flight, without
discrimination. Besides being a humanitarian issue, the scheduled services
airlines cannot absolve themselves from their responsibility from providing
facilities to the physically challenged passengers.
2. APPLICABILITY:
The requirements of the CAR are applicable to all the scheduled airlines to
prevent discrimination against the physically challenged passengers. The
airlines may give a detailed procedure for handling such passengers in their
Citizen Charter Chapter on their website for the knowledge of the public.
This CAR is issued in exercise of the powers conferred by Rule 133A of the
Aircraft Rules 1937.
3. PHYSICALLY CHALLENGED PASSENGERS
3.1 DEFINITION
This expression includes disabled and invalid passengers. A passenger is
considered incapacitated when his physical, mental or medical condition
requires individual attention (while enplaning and deplaning, during flight, in
an emergency evacuation and during ground handling) which is normally not
extended to other passengers. This requirement will become apparent from
special request made by the passengers and/or their family or a medical
authority, or from obvious abnormal physical or mental conditions observed and
reported by airline personnel or industry associated persons (travel agents
etc.). There may also be requests from interline partners to provide through
transportation to incapacitated passengers for which special arrangements may
be needed.
3.2 CODES
The following terms are used in all traffic documents namely movement messages,
passenger service messages, boarding pass, load sheet, reservations request etc.
MEDA
(Medical case)
Company medical clearance may be required
STCR
(Stretcher Passenger)
WCHR
(Wheelchair - R for Ramp) - Passenger can ascend/descend steps and make
own way to/from cabin seat but requires wheelchair for distance to/from
aircraft, i.e., across ramp, finger - dock or to mobile lounge as applicable.
WCHS
(Wheelchair - S for Steps) - Passenger cannot ascent/descend steps, but is
able to make own way to/from cabin seat; requires wheelchair for distance
to/from aircraft or mobile lounge and must be carried up/down steps.
WCHC
(Wheelchair - C for Cabin Seat) - Passenger completely immobile; requires
wheelchair to/from aircraft/Mobile lounge and must be carried up/Down steps and
to/from cabin seat.
BLND
(Blind passenger) - specify if accompanied by seeing - eye dog.
DEAF
(Deaf passenger) - specify if accompanied by hearing dog.
The above codes are IATA accepted codes for AIRIMP. While originating request
for such a category of passenger, these codes should be used in OSI element
followed by name of passenger and other information as needed.
The airlines should adopt a procedure that whenever the reservations are made,
Airport shall be advised that the passenger needing special attention has been
booked on the subject flight, at least 24 hours before departure. In case the
reservation is made within the last 24 hours before departures, the Airport
shall be advised immediately.
At the Airport, on receipt of such information, appropriate action for
arranging the required assistance needed by the passenger, must be taken in
advance. The fact should also be advised to the Flight Despatch Unit, for
proper briefing to the Cabin Crew, at least 12 hours before scheduled
departure.
For this purpose, the airlines may print a slip locally, as given in Appendix
'A', if required.
3.3 NOTIFICATION
Customer Services Officer/Duty Officer must fill up the slip, as given in
Appendix 'A', in triplicate and forward one copy to Flight Despatch Unit, with
a copy to check-in counter. The third copy is for the staff responsible to see
of the departure of the flight and station record.
The enroute and destination station(s) must be advised that passenger(s)
needing special attention is/are on board and the services needed by such
passenger(s) at enroute/destination station(s).
As far as possible when advice for travel of passenger needing special
attention is received, such passengers should be met by customer services staff
in the check-in area and assisted in completion of check-in formalities. The
boarding pass issued to such passengers should reflect the category code on
both the stub and passenger's portion.
3.4 BOARDING
The presence of such category of passengers must be advised to Captain or the
Cabin Crew prior to start of boarding. Such passengers should be boarded ahead
of rest of the normal passengers, as far as possible.
3.5 DISEMBARKATION
Incapacitated passengers and their escorts shall normally be disembarked after
other passengers.
3.6 TRANSIT STATION
Incapacitated passengers shall be retained on board during transit stops unless
otherwise required under safety regulations.
3.7 OFFLOADING
In case passengers have to be off-loaded due to over sales or any other
restrictions, incapacitated passenger should be accorded highest priority for
transportation and should not be normally offloaded.
If traveling on international flights, they shall be assisted by ground staff
in completion of formalities like customs/immigration etc.
3.8 STRETCHER CASE
All stations must ensure availability of stretcher(s) the number to be decided
depending upon the quantum of traffic loads. Stretchers and associated
equipment like blankets, pillows, sheets, etc. to be provided to passengers who
can not use the standard cabin seat in a sitting or reclining position on
payment of applicable tariff.
When a passenger on stretcher or otherwise is put on oxygen, smoking will be
prohibited within 3.1 meters on ground.
3.9 WHEEL CHAIRS
All airlines must ensure availability of wheel chairs in working conditions and
provided to passengers when needed. Passengers having their own wheel chairs
and who wish to check in the same as registered baggage may be permitted to do
so and the airlines wheel chair may be provided for transportation to/from
aircraft at both departure and arrival stations.
If the passenger has checked-in his own wheel chair, the same should be
delivered at the aircraft side before disembarkation, if required.
3.10 SEATING
Such passengers shall not to be seated near the emergency exist point but they
should be seated as close as possible to the toilets and/or cabin attendants'
seat. Escorts shall be given seats immediately adjacent to the passenger they
are escorting.
Passengers with stiff legs, fractured legs in plaster, paraplegics etc. should
be accommodated in seats allowing the maximum space for their comfort. Limbs in
plaster cast should not obstruct the aisle or emergency exists.
Passengers with mobility problems should be seated so as not to impede rapid
evacuation or aircraft in emergency. They should not be seated near the exists
provided with chutes (escaped slides).
Persons with disability affecting one side of their body should be seated in an
aisle seat with the unaffected side of their body towards the aisle. This will
facilitate their mobility in cases of emergency.
Blind or Deaf passengers traveling with specially trained dogs should be given
seats which allow space for the dog, near a floor level exist but which do not
impede access to it.
3.11 BRIEFING TO PASSENGER BY CABIN CREW:
Cabin Crew would personally and individually brief such passengers/their
escorts on emergency procedures and cabin layout.
3.12 PASSENGERS WITH INFANTS
Passengers traveling with infants should be allowed to check-in without queue
and if needed they should be provided assistant to carry the baby bassinet
(carry out). If needed, Airlines may also provide bassinet for use on board
the aircraft only. Cabin Crew should assist such passengers in
embarking/disembarking and also during the flight.
3.13 CARRY COTS
Passenger intending to use Airlines carry cots have to request for the same in
advance. If such requests are received while making reservation, Duty Officer,
reservations must advise airport about the requirement so that the same are
placed on board. Airlines should give aircraft-wise detail where such
carrycots can be carried out.
3.14 DELAYED FLIGHTS
In case of delay to flights, such passengers should be individually looked
after by the Customer Services staff and arrangements to be made as per the
need of the passenger.
(P.K. CHATTOPADHYAY)
JOINT DIRECTOR GENERAL OF CIVIL AVIATION
APPENDIX 'A'
(Passenger needing special attention)
1. Flight No. __________________ Date _____________
2. Destination
3. Name of Passenger
4. Category (use codes)
5. Other special information.
Recommendations of Shri Pincha:
1. INTRODUCTION:
a.. The introduction as envisaged in the draft guidelines should be
completely replaced. It should contain the preamble, objectives of the
guidelines and some non- negotiable principles, which will govern the said
guidelines.
· Preamble
The preamble could highlight the need for taking steps towards creation of
Barrier free, Inclusive, and Rights - Based society as envisaged in the Biwako
- Millennium Frame Work (BMF) for passengers with disabilities mentioning the
fact that India is a signatory to the said BMF.
· Objective
One important objective, for eg could be to ensure access, use, and enjoyment
of air travel facilities by passengers with disabilities on an equal basis with
other passengers taking care of the specific needs of passengers with different
categories of disabilities to the extent possible by applying the principle of
"reasonable accommodation"
· Non-negotiable principles
Some of the non-negotiable principle could be as follows:
a) Freedom of choice / right to self - determination in favour of
passengers with disabilities.
b) Equality
c) Dignity
d) Recognition of diversity in disability and the resultant varying
specific needs of passengers with different categories of disabilities.
e) Recognition of the fact that one's disability is not inability
f) It should be clearly stated that positive discrimination made in
favour of passengers with disabilities made through application and adoption of
the principle of reasonable accommodation shall not be construed as violative
of the principle of equality
3. PHYSICALLY CHALLENGED PASSENGERS
3.1 DEFINITION
a.. The term Physically Challenged Passengers should be replaced by the term
Persons with disabilities so that it is compatible with the Persons with
disabilities (Equal Opportunities, Protections of Rights, and Full
Participation) Act, 1995. Please drop the term incapacitated from the
guidelines for obvious reasons. Persons with Disabilities should not be clubbed
together with Medical Passengers (unfairly referred to as "invalid"
passengers). No human being is invalid, or for that matter every individual is
perfectly viable by reason of him being a human being. Please do not equate
disability with medical illness. Separates provision may be incorporated in
case of in respect of passengers with medical illness.
a.. Instead of use of such terms as, "incapacitated" and "invalid"
passengers, a broader and better term such as "Passengers in Need of Specific
Care" may be used so that it serves the twin purposes of covering IATA codes
(which will enable the concerned airline staff to ascertain her/his specific
need) and also of being fair to passengers with disabilities.
b.. Since individuals with disabilities are also fundamentally and
essentially normal, any reference to non - disabled passengers as "normal"
sends the message as though persons with disabilities are abnormal.
3.2 CODES
· It should be made abundantly clear that the responsibility of
informing the Airport of passenger code status is only solely on the airline.
3.4 TRANSIT STATION
· This provision should be totally scraped, and should be replaced by a
positive provision which will permit transit passengers with disabilities the
use of shuttle / VIP lounges. Anyone with a sane and sensible head over his
shoulders must appreciate the utter unfairness inherent detaining passengers
with disabilities on board against their wishes while other passengers are
allowed to disembark. Such detention on board, to our way of thinking, is
tantamount to wrongful confinement. Thus the provision should be governed by
the principle of freedom of choice in favour of passengers with disabilities.
3.5 WHEEL CHAIRS
· Passengers check in wheel chair, as registered baggage should never be
charged extra for doing so.
· Self-maneuverable wheelchairs should be provided to WCHR / WCHS
passengers who can maneuver themselves together with the support services of
the concerned ground staff.
3.6 SEATING
The needs of passengers with different categories of disabilities cannot be
clubbed together. It is totally unnecessary and unfair to restrict the seating
of such passengers near the toilet or even near the cabin attendant. In case of
passengers who's condition specifically require sitting close to the toilet,
they may be accommodated accordingly on request. Here also, provision relating
to allotment of seats should be governed by the principle of freedom of choice
in favour of passengers with disabilities.
ADDITIONAL PROVISIONS
Surprisingly the guidelines are completely silent about certain important
areas, such as, issuance of concessional tickets etc. hence, some additional
provisions should be made in the guidelines. Following are some examples:
a) In the 1st place, strangely, all the airlines do not follow a uniform
policy on concessional tickets. Example, while Indian Airlines allows
discounted tickets to Blind passengers and passengers with locomotor
disabilities having 80% and above disability; whereas, the other airliners
allows discounted tickets only to blind passengers and not passengers with
locomotor disabilities.
Secondly, what we generally understand as concessional tickets are in fact
discounted tickets only, and their exists a fixed quota for such discounted
tickets. This explains why a passenger with disability may not get a confirm
ticket even if he does the booking well in advance but the same passenger does
get a confirm ticket on payment of full fare. This defeats the very purpose of
concessions. Justice demands that passengers with disability should get a
confirmed concessional ticket till the last available seat exists.
b) Safety instruction cards / other audio/ Braille reading material should
be made
available to the blind passenger to the extent possible.
c) There should a provision of constant feedback/ information for
passenger in waiting relating to the status of her his flights and other
relevant details. Appropriate communication equipment, such as walky-talkie,
pager, etc which will enable such passenger to establish contact with the
ground staff should be made available to such passengers to period necessary.
This will relieve such a passenger for the anxiety and agony he under goes.
d) It should be made mandatory for the escorting ground staff to
proactively reveal his identity/ name to the passengers with disability.
e) In the event where night hold is necessitated because of delays in
flights, suitable accommodation should be arranged for passengers with
disabilities together with arrangement for dropping him, and picking him up
from the hotel.
1. Prasanna Kumar Pincha
Regional Manager
Actionaid India (Guwahati)
2B - Mandavi Apartments, Ambari
Opp. Ravindra Bhawan, GN Bordoloi Road,
Guwahati - 781 001
Tel: 0361 - 2638871 / 72
Mobile: 94351 48697
Email: [EMAIL PROTECTED]
Nature of Disability: BLIND
2. Arman Ali
Project Coordinator
Disability Law Unit - North East
SHISHU SAROTHI
Ram Krishna Mission Road
Birubari
Guwahati - 7810 16
Tel: 0361 - 2478912
Mobile: 98640 58252
Email: [EMAIL PROTECTED]
Nature of Disability: Locomotor
Dr. Rakesh Jain
Mobile (Reliance): 09336787900
Mobile (BSNL): 09415787900
Residence: 05224001112 and 05222732345
Skype ID: dr.rjain
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