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Access to Air Travel for Disabled

Persons and Persons with ReducedMobility – Code of Practice

July 2008


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AccesstoAirTravelforDisabled

PersonsandPersonswithReducedMobility–CodeofPractice

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DepartmentforTransportGreatMinsterHouse76MarshamStreetLondonSW1P4DRTelephone02079448300Websitewww.dft.gov.uk

©Crowncopyright,2008

CopyrightinthetypographicalarrangementrestswiththeCrown.

This publication (excluding the Royal Arms and logos) may be reproduced

free of charge in any format or medium provided that it is reproduced

accurately and not used in a misleading context. The material must be

acknowledged as Crown copyright with the title and source of the

publication specified.

Furthercopiesofthisdocumentareavailablefrom: DepartmentforTransport POBox236 Wetherby WestYorkshire LS237NB

Tel:08701226236 Fax:08701226237 Email:[email protected]

ThisdocumentisalsoavailableontheDfTwebsite:www.dft.gov.uk

Alternativeformatsofthispublicationareavailablefrom:

AccessibilityandEqualitiesUnit 2/23GreatMinsterHouse 76MarshamStreet LondonSW1P4DR

Tel:02079442753

PublishedbytheDepartmentforTransport. PrintedintheUK,July2008onmaterialcontainingatleast75%recycledfibre

Thanks to: BAA, Manchester International Airport, Birmingham International

Airport, Guide Dogs for the Blind and OCS for their assistance in obtaining photographs.

ISBN9781904763994


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Contents

Section1–IntroductionandGeneralPrinciples 5 PurposeofCode 6 Legalframework 7 Otherprinciples 9

Section2–Training 13

Section3–Pre-journey 18 Provisionofinformation 18 Bookingfacilities 19 Rulesoncarriageofdisabledpersonsorpersonswithreducedmobility 21 Obtaininginformationfromcustomers 24 Seatreservations 27

Additionalseats 28 Transmissionofinformation 29

Section4–Arrivalattheairport 31

Bycar 35 Bytaxi 40 Byhirecar 41 Bybusortrain 41 Routestotheterminal 42

Section5–Movingthroughtheairportandboardingtheaircraft 43 Assistance 43 Designofinfrastructure 49

Landside 50

Checkinfacilities 50 Selfserviceequipment 52 Reservedseatingareas 53

Accesstoinformation 54 Publicfacilities 55

Assistancedogs 55

Airside 56 Security 56 CustomsandVATreclaim 57

Reservedseatingareas 58 Shopping,catering,andotherpublicfacilities 59 Information 59

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AccesstoAirTravelforDisabledPersonsandPersonswithReducedMobility–CodeofPractice

Boarding 60 Gatefacilities 60

Loadingwheelchairsandothermobilityequipment 61 Boardingwheelchairusers 63 Transmissionofinformation 65

Section6–Aircraftdesign 66

Section7–Onboardtheaircraft 70 Training 71 Seatallocation 71 Information 72

Entertainment 73 Catering 73 Movingthroughtheaircraftcabin 73

Assistancedogs 74 Carriageofmedicalandmobilityequipment 75

Section8–Disembarkation,transferarrangementsandleavingtheairport 77 Transferarrangements 79 Baggageretrieval,immigrationandcustoms 79

Lossordamagetomobilityequipment 81 Facilitiesforassistancedogs 82 Customerfeedbackandhandlingcomplaints 83

Annexes

Annex1 MembersoftheAirAccessWorkingGroup 85

Annex2 SummaryofECRegulation’sProvisions 87

Annex3 DutiesunderPart3oftheDisabilityDiscriminationAct1995 88

Annex4 InternationalAirTransportAssociation(IATA)codesapplyingtopeoplerequiringassistance 90

Annex5 ABTAChecklistfordisabledandlessmobilecustomers 92

Annex6 EuropeanCivilAviationConference(ECAC)adviceonhandlingofsecuritychecksinvolvingdisabledpeople 102

Annex7 Informationonsourcesofdisabilityawareness/ equalitytraining 105

Annex8 Criteriaforworkingwithorganisationsofdisabledpeople 108 Annex9 Usefulpublicationsandotherrelevantinformation 109

Annex10 Usefulcontacts 114

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Section1

IntroductionandGeneral

Principles

1.1 Opportunitiesforairtravelhavegrownsignificantlyinrecentyears,withcheaperflightsservingawiderrangeofdestinations.Formanypeople,thishasmadeflyingamorecommonexperience.Itisamatterofequalitythatdisabledpeopleandpeoplewithreducedmobility

shouldhaveopportunitiesforairtravelcomparabletothoseofotherpeople.However,forpeoplewithadisabilityormobilitydifficulty,theprospectofattemptingatripbyaircanseemfraughtwithpotentialdifficulties.Onebadexperiencecanputoffapotentialcustomerfromflyingagain.

1.2 Servingtheneedsofdisabledpeopleandpeoplewithmobilitydifficultiesmakesgoodbusinesssense.Itisestimatedthataround20%oftheUK’sadultpopulationhassomeformofdisability.

EstimatesaresimilarforEuropeasawhole.Thereisalsoaclosecorrelationbetweendisabilityandage–nearlyhalfofdisabledpeople

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areoverstatepensionage1.Thenumberofpeopleover65yearsinEuropealmostdoubledbetween1960and2001.By2030thisgroupis

expectedtorepresentnearlyathirdofthetotalpopulation2.Peoplewhoareeitherdisabledorolder,orboth,willrepresentaround35%ofthefuturepopulationofEurope.Withhigherexpectationsamongthatgroupfortravel,thereisahugepotentialmarketfortheaviationindustrytotapinto.Infact,thecollectivespendingpowerofdisabledpeopleintheUKisestimatedtobearound£80billionayear 3.

PurposeofCode

1.3 ThepurposeofthisCodeofPracticeistoimprovetheaccessibilityofairtraveltodisabledpeopleandpeoplewithreducedmobility.Itcoversthewholejourneyexperience,fromaccessinginformationatthebookingstagethroughtoarrivingatthefinaldestination.

1.4 Itisaimedatallthoseinvolvedinprovidingservicesrelatedtoairtravel,includingtravelagents,touroperators,UKairlines(scheduledcarriers–bothfullserviceandnofrills–andchartercarriers),aircraftdesigners,UKairports,groundhandlingcompaniesandretailers.Itis

notintendedasaguideforpassengers,forwhomseparateinformationhasbeenissued.Theterminologyusedfollowsaviationconvention.

1.5 SincetheCodewasfirstpublishedin2003,therehavebeenanumberoflegalandpolicydevelopmentsinthisfieldwhichhavemadeitnecessarytoupdatetheCode.Inaddition,theDepartmentforTransportcommissionedastudyintocompliancewiththeCode4,anditsfindingshavebeenreflectedinthisupdatedversion.

1.6 TheCodesetsoutbothlegalrequirements(indicatedbyapurpleboxandwhitetext),andrecommendations(indicatedbyagreenboxandblacktext)supportedbyexplanatorytext.TheGovernmentexpectstheairtravelindustrytoadopttheserecommendationswhereverpossibleandunlesstherearepracticalreasonswhichmakeitunreasonabletodoso.Asnotedin1.11below,insomecasesitmaybenecessarytodosotocomplywiththeDisabilityDiscriminationAct.Thoseinvolvedareencouragedtoexceedthesestandardswhereveritispracticaltodoso,andtoconsulttheavailable

1 Source:DepartmentforWorkandPensions,FamilyResourcesSurvey200506.2 Source:ThesocialsituationintheEuropeanUnion,2003,EuropeanCommission.

3 Source:DepartmentforWorkandPensions,2006.

4 http://www.dft.gov.uk/transportforyou/access/aviationshipping/accesstoairtravelfordisabled5974

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IntroductionandGeneralPrinciples

guidancereferencedintheCode.TheDisabledPersonsTransport AdvisoryCommittee(DPTAC)shouldbeconsultedwherethereis

difficultymeetingorapplyingthestandards,oronmorestrategicissues,forexample,thedevelopmentofnewairportterminals,ortheintroductionofnewgroundhandlingsystems.

1.7 TheCodehasbeenproducedbytheDepartmentforTransport(DfT),supportedbyaworkinggroupincludingrepresentativesoftheBritish

AirTransportAssociation(BATA),EuropeanLowFaresAirlines Association(ELFAA),representativesfromairports,ABTALtd,theDisabledPersonsTransportAdvisoryCommittee(DPTAC),theCivil

AviationAuthority(CAA),theHealthandSafetyExecutive(HSE)andtheDevolvedAdministrations.ThefullmembershipoftheworkinggroupisatAnnex1.

1.8 ToensuretheCoderemainsascurrentaspossible,detailedguidancedocumentswillbelinkedtothewebversionofthisdocumentandupdatedasnecessary.

Legalframework

1.9 EuropeanRegulation(EC)No1107/2006of5July2006,concerningtherightsofdisabledpersonsandpersonswithreducedmobilitywhentravellingbyair,imposeslegalobligationsonairportmanagingbodies,aircarriers5,theiragentsortouroperatorsinrespectoftheservicetheyprovidetodisabledpersonsandpersonswithreducedmobility.TheRegulationisdirectlyapplicableinUKlaw.AsummaryoftheRegulation’sobligationsisatAnnex2and,whererelevant,theseobligationsarequotedinfullthroughoutthisdocument.TheCivil

AviationAuthorityhaspowerstoenforcetheRegulationintheUKandanycompanyfoundtobeinbreachofitsobligationscouldbesubjecttoprosecution.

1.10 TheUKDisabilityDiscriminationAct1995(DDA)appliestoairtravelinrelationtotheuseofbookingservicesandairportfacilitiesandservices.Theactualmeansoftransport–theaircraft–isexemptfromtheAct’sprovisions.So,forexample,shopsandcheckinfacilitiesintheairportarecoveredbytheAct,butinflightservicesorentertainmentontheaircraftarenot.TheDDAmakesitunlawfulfor

organisationswhichprovideservicestothepublictodiscriminate

5 TheCodealsousestheterm'airlines'whenreferringtoaircarriers.

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againstdisabledpeopleinthewaytheyprovideordonotprovidethoseservices.TheDDAalsorequiresserviceproviderstolookat,and

makereasonableadjustments,toanypolicies,proceduresorpracticesthatmightmakeaccesstotheirserviceimpossibleorunreasonablydifficultbydisabledpeople.AmoredetailedexplanationoftherelevantdutiesisatAnnex3.SincenooverlapispermittedbetweendomesticandEuropeanlaw,theECRegulationwilltakeprecedenceinasituationwherebothlawscouldapply.Anexampleofthismightbechargingforassistanceatanairport.

1.11 ThisCodewillhelpthosewhoareaffectedbytheECRegulationand

theDDAtomeettheirlegalobligations.However,theCodedoesnothaveaformallegalstatus,norisitanauthoritativestatementofthelaw–thisisamatterforthecourts.ItshouldbenotedthatthecourtsmayconsidersomerecommendationsinthisdocumenttoconstituteareasonableadjustmentundertheprovisionsoftheDDA;conversely,somerecommendationsmaygofurtherthanwhatwouldberequiredundertheAct.

1.12 WhilsttheDDAonlycoverspeoplewhoare‘disabled’6,itshouldbe

notedthat,inadditiontodisabledpersons,theECRegulationalsocovers“personswithreducedmobility”(PRMs).ThedefinitionusedintheRegulationislikelytocoverawiderangeofconditions,includingpeoplesuchasthosewithatemporarymobilitydifficulty.

“Disabledperson”or“personwithreducedmobility”meansanypersonwhosemobilitywhenusingtransportisreducedduetoanyphysicaldisability(sensoryorlocomotor,permanentortemporary),

intellectualdisabilityorimpairment,oranyothercauseofdisability,orage,andwhosesituationneedsappropriateattentionandtheadaptationtohisorherparticularneedsoftheservicemadeavailabletoallpassengers.

Article 2(a) of Regulation (EC) No 1107/2006

6 DefinitionofdisabilityinDDA:Ingeneral,apersonisconsidereddisabledforthepurposesoftheActif

hehasa“physicalormentalimpairmentwhichhasasubstantialandlongtermadverseeffectonhis

abilitytocarryoutnormaldaytodayactivities."However,specialrulesapplytocertainimpairments,

suchasprogressiveconditions,andsomepeoplearedeemedtobedisabledforthepurposesoftheAct.Forexample,peoplewithcancer,HIVandmultiplesclerosisareprotectedeffectivelyfromthepointof

diagnosis.Inaddition,thereisnorequirementforamentalillnesstobe“clinicallywellrecognised”before

itisjudgedtobeamentalillnessforthepurposesoftheAct.

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1.13 Inadditiontotheselegalrequirements,thereareanumberofinternationalstandardsandrecommendationsthathavebeen

developedinthisareabytheEuropeanCivilAviationConference(ECAC)andtheInternationalCivilAviationOrganisation(ICAO).Inparticular,Section5ofECACPolicyStatementintheFieldofCivil

AviationFacilitation(ECACDocNo.30Part1)containsguidanceonfacilitationofthetransportofpersonswithreducedmobility.ThisCodeofPracticesupportstheagreedinternationalpositionbutaddsfurtherdetailswheretherearegaps.AirlineswillalsoneedtobeawareofrelevantaccessibilitylegislationincountriesoutsidetheEUwhichcouldimpactontheservicestheyoperatetoandfromthosecountries.

Otherprinciples

1.14 Responsibilityformeetingtheneedsofdisabledpersonsandpersonswithmobilityshouldbeacceptedatthehighestlevelsanddelegatedtopeoplewiththeskillsandauthoritytoinfluencethedesignandoperationofaircraftandairportterminalsortoalterprocedures.

1.15 Meetingtheneedsofpeoplewithadisabilityorreducedmobilityisbothapersonalandcorporateresponsibility.Everyoneinanorganisationhasaresponsibilitytoensuretheymeettheneedsoftheircustomers.Atthepersonallevelitinvolvesawarenessofthepotentialneedsandrequirementsofdisabledandreducedmobilitypassengersandtheabilitytocommunicateeffectively.Thoseinvolvedinthedesign,managementanddeliveryofservicesshouldhaveaclearunderstandingofhowtheirroleaffectsdisabledpeople,andtheknowledge,skills,abilitiesandcommitmenttoensurethatdisabled

peopleareincluded.

1.16 Companiesshouldreviewtheirpolicies,proceduresandpracticestoensurethattheymeettheneedsofdisabledpersonsandpersonswithreducedmobility.

1.17 SuchareviewwillbenecessarytoensurethatcompaniescomplywiththeDisabilityDiscriminationAct.Thereviewshouldincludenotonlythephysicalaccessandeaseofuseoffacilitiesbutalsooperational

manuals,emergencyprocedures,evacuationarrangements,safetyinformationandotherdocuments.Itwillalsoneedtotakeaccountofnewpracticesandtechnologies.

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10


Indecidingonthedesignofnewairportsandterminals,andaspart

ofmajorrefurbishments,managingbodiesofairportsshould,wherepossible,takeintoaccounttheneedsofdisabledpersonsandpersonswithreducedmobility.Similarly,aircarriersshould,wherepossible,takesuchneedsintoaccountwhendecidingonthedesignofnewandnewlyrefurbishedaircraft.

Recital 11 of Regulation (EC) No 1107/2006

1.18 TheGovernmenthasmadeacommitmentthataccessfordisabledpeoplewillbeaconditionofnewpublicinvestmentintransport.TheGovernment,andtheDisabledPersonsTransportAdvisoryCommittee,wouldencouragetheairtransportindustrytoadoptasimilarinvestmentprinciple.

1.19 Itiscosteffectivetoensurethataccessfordisabledpeopleandthosewithreducedmobilityisincludedfromtheoutsetaspartoftheinitialdesignofanaircraftandairportterminal.Thisdirectlybenefitsallcustomers.

1.20 Toensureaccessibilityisfactoredintodesign,itisessentialthatarchitectsanddesignershavebeentrainedinthebroadrangeofinclusivedesignissues.Itwouldalsobebeneficialtoengagetheexpertiseofaspecialistaccessconsultant.

1.21 Disabledpeoplearenotahomogenousgroupandhaveverydifferentneeds.Somepeoplewillhavemorethanonedisability.Somepeoplearevisiblydisabled,suchassomeonewhousesawheelchairorawhitecane,butmanyhavedisabilitieswhicharenotimmediately

obvious,suchaslearningdifficulties.Somesymptomsofdisabilitiesmaybeintermittent,suchthatindividualsmaybeeffectivelydisabledorhavereducedmobilityatonetimeandyetwillappeartobecapableatothertimes.Thefollowingfiguresillustratethenumbersinvolvedandprovideexamplesoftheimprovementsfromwhichtheywouldbenefit:

l 9milliondeafandhardofhearingpeople7,including2millionhearingaidusers,wouldbenefitfromvisualinformationsystems;

l 7.5millionpeoplewitharthritis8wouldbenefitfromlevelsurfaces,

seating,handrailsetc;

7 Source:RNID

8 Source:Arthritis:TheBigPicture,ArthritisResearchCampaign(2002)


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l around2millionpeoplewithasightproblem9wouldbenefitfromcolourcontrast,tactilesurfacesaswellasaudibleinformation

systems;

l 1.2millionwheelchairusers10wouldbenefitfromliftsandramps;

l over1millionpeoplewithlearningdisabilities11wouldbenefitfromclearerinformation.

1.22 Heavydoorsandpoorsignagearetwoexamplesofhowtravellingcanbemadedifficultfordisabledpeople.Ifbarrierssuchastheseareremovedandimprovementsmadetotransportsystems,aperson’s

disabilitybecomesirrelevanttotheirabilitytomakeajourney,andthisallowsthemtoparticipatemorefullyinsociety.

1.23 Disabledpeopleandpeoplewithreducedmobilityneedtoknowbeforetheystartoutthatthefacilities,servicesandinfrastructureonajourneyareaccessible.Thelackofanaccessibletaxi,ortheabsenceofanymeanstocallforassistanceonarrivalatanairportcanpreventadisabledpersonorpersonwithreducedmobilityfromusingairservices.

1.24 Inadditiontoanaccessiblephysicalenvironment,asuccessfuljourneydependsonthequalityofserviceprovided,inparticular,bycustomerfacingstaffalongthevariouspointsofthejourney.Forthisreason,trainingisessentialtoensurestaffarewellbriefedontheirlegalresponsibilitiesandhowtomeettheneedsofdisabledorreducedmobilitypassengers(seeSection2).

1.25 Anindividualwithadisabilityormobilitydifficultyknowsbesthowtheirneedscanbemet.Staffshouldalwaysseektounderstandthisthroughdialoguewiththepassenger,ratherthanmakingassumptions.Passengersshouldbeallowedtoexerciseselfreliancewhereverpossible.Forexample,ablindpersonwhoisabletowalkthroughanairportshouldnotbeforcedtoacceptwheelchairassistance.

1.26 Toenableaseamlessjourneyandensureappropriateassistanceisprovidedatairports,disabledpersonsandpersonswithreduced

9 Source:RNIB10Source:ImprovingServicesforWheelchairUsers,DepartmentofHealth(2004).

11Source:FoundationforPeoplewithLearningDifficulties/InstituteforHealthResearch,Lancaster

University(2004)

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1.28

1.27 Toensurethattheassistancerequestedisdelivered,itisvitalthattheinformationispassedonaccuratelyfrombookingagentstothoseinvolvedinprovidingtheassistance.

1.29 Thehealthandsafetyofbothstaffandpassengersmustalwaysbe

consideredinallactivities.

mobilityareexpectedtogiveadvancenotice(ofatleast48hours)oftheirassistanceneeds.Passengerswillbeadvisedthatfailuretodoso

willmeanthattherecanbenoguaranteeofassistance,thoughtheRegulationrequiresthatreasonableeffortsaremadetoprovidetheassistancewherethisnoticehasnotbeengiven.

ItisarequirementundertheECRegulationtotransmittherelevant

information.Whenthingsgowrongitcanbecostly,bothfinancially,andtoacompany’sreputationifacustomerisunabletotaketheirflightthroughnofaultoftheirown.Forexample,failuretoprovidetherequestedassistancetohelpapassengermovethroughtheairportcouldleadtoadelayinthedepartureofaflight.Forthisreason,itisinthecommercialinterestofairportsandairlinestoensurethatthesystemforassistingdisabledorreducedmobilitypassengersworkssmoothly.

1.30 Therearespecificdutiesunderhealthandsafetylegislationonemployers,theselfemployedandemployees,aimedatreducingtheriskofworkrelatedinjuryorillhealthtoallconcerned.Thesedutiesmustbeconsideredwhenplanningallworkactivities.

1.31 TheHealthandSafetyExecutive(HSE)recognisesthepossiblerisksassociatedwithassistingpassengers,includingthepossibleneedfor

manualliftingandhandlingofpeopleandequipmentinsomesituations,andthatabalancehastobestruckbetweenensuringthesafetyoftheemployeeperformingthetaskandmeetingtheneedsofthepassenger,whilstrespectingthehumanrightsofthepassenger(andcarerwhereapplicable).However,HSEbelievesthatiftherisksaremanagedproperly,suchabalancecanbeachievedwithoutexposingemployeestoanunacceptablelevelofrisk.

1.32 Aviationsafetyandsecurityruleswillbeparamountandcannotbecompromised.However,careshouldbetakentoensurethattheimplementationofsuchrules,whereverpossible,takesaccountoftheparticularneedsofdisabledpersonsandpersonswithreducedmobilityanddoesnothaveadisproportionateimpactontheirabilitytotravel.


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Section2

Training

Aircarriersandairportmanagingbodiesshall:

(a) ensurethatalltheirpersonnel,includingthoseemployedbyanysubcontractor,providingdirectassistancetodisabledpersonsandpersonswithreducedmobilityhaveknowledgeofhowtomeettheneedsofpersonshavingvariousdisabilitiesormobilityimpairments;

(b) providedisabilityequalityanddisabilityawarenesstrainingtoalltheirpersonnelworkingattheairportwhodealdirectlywiththetravellingpublic;

(c) ensurethat,uponrecruitment,allnewemployeesattenddisabilityrelatedtrainingandthatpersonnelreceiverefreshertrainingcourseswhenappropriate.

Article 11 of Regulation (EC) No 1107/2006

2.1 Staffattitudestowardsdisabledcustomersareoftencitedasthesinglemostimportantaspectdeterminingsatisfactionwithaservice.Goodtrainingwillensurethatdisabledandreducedmobilitypassengersaremorelikelytoreceiveahighlevelofcustomerservice,totravelmoreeasilyandtotakeawayafavourableimpressionoftheorganisation.

2.2 Humanerrorisaseriousrisktoacompany’scompliancewithitsobligationsundertheECRegulationortheDisabilityDiscriminationAct(DDA).Successfulcompliancedependstoagreatextentonstaffbeing

awareoflegalobligationsandhowtheycanbestmeettheneedsofdisabledpersonsandpersonswithreducedmobility.Adequatetrainingisthebestmeansofmitigatingthisrisk.CompaniesshouldalsonotethatfailuretoprovidetrainingwouldinitselfbeabreachoftheECRegulationandcouldbesubjecttoprosecution.TheDDAsaysthatserviceprovidersarelegallyresponsiblefortheactionsoftheiremployeesinthecourseoftheiremployment.

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2.3 Itisacorporateresponsibilitytoensurethatdisabilityrelatedtraining

whichisfitforpurposeisprovidedtoallstaffaspartofinductiontraining,andrefreshertrainingisprovidedatappropriateintervalsthroughouttheircareers.Itisparticularlyimportantthatairportmanagingbodiesensurethatadequatetrainingisprovidedbytheirsubcontractorsresponsibleforassistanceservices.

2.4 AlthoughtheobligationintheECRegulationappliesonlytoaircarriersandairportmanagingbodies,trainingshouldbeprovidedforallstaffintheairtransportindustry.

2.5 Inadditiontothelegalrequirement,itisrecommendedthatallstaffshouldreceiveminimumlevelsoftrainingsincecommitmenttomeetingtheneedsofdisabledpassengerstranscendsalllevelsintheorganisationandshouldbeseentodoso.Formanagers,itisparticularlyimportantthattheyhaveanappreciationofhowtheirdecisionsaffectdisabledpersonsandpersonswithreducedmobility,forexample,howdesigndecisionsaffectaccessibility.Itisessentialtoensurethatstaff,includingnoncustomerfacingstaff,understandtheir

legalresponsibilitiesundertheECRegulationandtheDisabilityDiscriminationAct.

2.6 Disabilityawarenesstrainingprovidespracticaladviceandisrelevantinparticulartothoseprovidingassistancetodisabledpeople.Itshouldincreaseunderstandingofthewholerangeofimpairments,toensurethatstaffareawareofhowtointeractwithdisabledcustomersandtotacklenegativeperceptionsandattitudestowardsdisabledpeople.

Awarenesstrainingdoesnotneedtobedeliveredbyadisabledperson

butshouldbedesignedwithinputfromdisabledpeoplewherepossible.Ifnot,organisationsofdisabledpeoplecanprovideinvaluableinsights.Disabilityequalitytrainingisamoreindepthcoursewhichfocusesonorganisationalissuesandassuchisparticularlyrelevanttomanagers.Itshouldnormallybedeliveredbysomeonewithpersonalexperienceofdisability.

2.7 ThisCoderecognisesthatsmallbusinesses,suchasindependenttravelagents,maynotbeabletodeliverindepthdisabilitytrainingaspartofinductiontraining.Itisvitalinsuchinstancesthatthereisatleastoneseniorstaffmemberavailablewhohasbeentrainedandisabletoofferadvicetolessexperiencedemployeesandtocustomers.

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Training

2.8 Staffmaylackconfidenceorfeeluncertainabouthowbesttoassistdisabledpersonsandpersonswithreducedmobility.Forexample,

theymaybeunsureaboutthepreferredmeansofcommunicatingwithcustomerswhohavespeechorhearingimpairments,ortheymaynotknowwhattypeofquestionstoasksomeonewhohasreducedmobility.Disabilityequalityandawarenesstrainingwillequipstaffwiththenecessaryskillsandconfidencetoensurethatallstagesofthecustomer’sjourneyaretroublefreeandmadeaseasyaspossible,frommakingthebookingtosettingoutontheirjourney.

2.9 Organisationsofdisabledpeopleshouldbeinvolvedinthe

developmentandimplementationofthesetrainingprogrammes.

2.10 Thetrainingshouldinvolvedisabledpeople,whounderstandandcansharethewiderangeofneedsandchallengesfaced.Thishastheaddedvalueofgivingstaffdirectcontactwithdisabledpeople.Smallbusinessesshouldalsoinvolvedisabledpeoplewherepossible,butmayneedtoconsultandconsideralternativetrainingmethodsavailable,suchaspaperbasedorelectronicmediabasedtraining,inordertoachievethebasicrecommendations.

2.11 Trainingshouldbetailoredtotheparticularjobfunctionrequirementsandwillneedtotakeaccountoftherelevantlegalduties.Ingeneral,programmesshouldinclude(asappropriate):

l barriersfacedbydisabledpersonsandpersonswithreducedmobility,includingattitude,environmentandorganisation,andsuggestionsforremovingsuchbarriers;

l principlesofaccessibilityaudits;

l informationontherangeofdisabilities,includinghiddenorlessvisibledisabilities;

l theskillsneededforassistingdisabledorreducedmobilitypassengers;

l enablingstafftodealwithunexpectedoccurrences–to“thinkontheirfeet”;

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l communicationandinterpersonalskillsforinteractingwith

disabledpeople,inparticularthosewhoaredeaf,haveahearingorspeechimpairmentorlearningdifficulties;

l generalawarenessoftheECRegulation,theDisabilityDiscriminationActandECACDoc30.

2.12 ECACDoc30AnnexNcontainsguidelinesonawarenessanddisabilityequalityforallairportandairlinepersonneldealingwiththetravellingpublic.Itincludesusefulhintsonhowbesttoprovideaservicetopeoplewiththefollowingdisabilities:

l wheelchairusers;

l peoplewithwalkingdifficulties;

l peoplewhoaredeaforhardofhearing;

l peoplewhoareblindorpartiallysighted;

l peoplewhoaredeafblind;

l peoplewithimpairedspeech;

l peoplewithlearningdifficulties;

l peoplewithinvisibledisabilities.

2.13 Thesuccessfuldeliveryofassistancetodisabledpersonsandpersonswithreducedmobilitydependsonpassengersnotifyingtheirneedsatleast48hoursbeforetheirscheduledtimeofdeparture,andthetransmissionofthisinformationtothoseinvolvedinprovidingtheassistance.Bookingagentshaveavitalroleinthisprocessand

shouldreceivespecifictrainingonhowtoseekandrecordthisinformationandtoensurethatitispassedoncorrectly.

2.14 Inadditiontogeneraltraining,airportmanagingbodies,aircarriersandassistanceprovidersshouldprovidespecifictrainingforpersonnelwhomayberequiredtoprovidedirectassistancetodisabledpersonsandpersonswithreducedmobility.Forexample,guidingandmanuallifting,drivingspecialistvehiclesandusingspecialistequipmentsuchaswheelchairs.Asaminimum,trainingfor

personnelprovidingassistanceshouldcoverthetopicslistedinSection2.2ofAnnexKtoECACDoc30.Trainingshouldalsocoverhealthandsafetyinformationandguidancewhereappropriate.

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Training

2.15 Exceptincaseswherestaffare‘shadowing’aspartoftheirinduction,alltrainingshouldbecarriedoutbeforecommencingduties.Training

shouldberefreshedatappropriateintervalsthereafter.AnnexKofECACDoc30recommendsthatallstaffdealingdirectlywiththepublicshouldreceiverefreshertrainingatleasteverytwoyears,andstaffwhosedutiesincludeassistingdisabledpersonsorpersonswithreducedmobilityshouldreceiverefreshertrainingonanannualbasis.

Alltrainingshouldberecorded.

2.16 Cabincrewaretrainedinsafetyproceduresatregularintervalsthatareapprovedbysafetyregulators.Inordertocomplywiththelegal

requirement,thistrainingshouldbecombinedwithdisabilityawarenessandhowtoassistdisabledpersonsandpersonswithreducedmobilityinthecabinenvironment.

2.17 Securitycheckscanbeaparticularsourceofconcernfordisabledpeople,becauseofissuessuchassensitivityaroundphysicalsearchesorhandlingofspecialistmobilityormedicalequipment.TrainingforsecuritystaffshouldtakeaccountofguidancecontainedinAnnexFtoECACDoc30andguidanceissuedinsupportoftheUK’sNationalAviationSecurityProgrammebytheDepartmentforTransport’sTransportSecurityandContingenciesDirectorate(TRANSEC).

2.18 TheDisabledPersonsTransportAdvisoryCommittee(DPTAC)hasproducedadisabilityandequalityawarenesstrainingframeworkfortransportstaffwhichisdesignedtobeusedbyallthoseinvolvedinthedeliveryorcommissioningoftrainingfortransportstaffintheUK.Inaddition,ABTA,inassociationwiththeformerDepartmentforEducationandEmploymentandtheRoyalNationalInstituteofBlindPeople,hasproducedadviceontourismandtheDDAwhichplacesparticularemphasisontraining.SourcesofdisabilityequalityandawarenesstrainingaregiveninAnnex7ofthisdocument.Annex8containsguidancetoindustryonworkingwithorganisationsofdisabledpeople.

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Section3

Prejourney

Provisionofinformation

Anaircarrieroritsagentshallmakepubliclyavailable,inaccessibleformatsandinatleastthesamelanguagesastheinformationmadeavailabletootherpassengers,thesafetyrulesthatitappliestothecarriageofdisabledpersonsandpersonswithreducedmobility,aswellasanyrestrictionsontheircarriageoronthatofmobility

equipmentduetothesizeofaircraft.Atouroperatorshallmakesuchsafetyrulesandrestrictionsavailableforflightsincludedinpackagetravel,packageholidaysandpackagetourswhichitorganises,sellsoroffersforsale.

Article 4.3 of Regulation. (EC) No 1107/2006

3.1 Itisacknowledgedthatitmaynotbepracticalfortravelagentsortouroperatorstoholdinformationaboutthesafetyrulesorrestrictionsofall

aircarrierswhoseservicestheysell(includingonconnectingflights).Whereinformationisnotheld,itisimportantthatagentsortouroperatorsknowwheretofindsuchinformationsothatitcanbeprovidedonrequest.Aircarriersshouldpublishsuchinformationontheirwebsites.

3.2 Inadditiontosafetyrules,aircarriers,touroperatorsandtravelagents,shouldmakeavailableinaccessibleformatsbothgeneralinformation,aswellasspecificinformationaboutservicesor

arrangementsfordisabledpersonsandpersonswithreducedmobility.

3.3 Languageshouldbesimpleandclear,withappropriateillustrations.InlinewiththeDisabilityDiscriminationAct(DDA),allreasonablestepsshouldbetakentoensurethatsuchinformationismadeavailableinalternativemediasuchaslargeprint,audioformatsorcomputerdisk.

Althoughdemandmaybelowerthanforotherformats,itwouldbegoodpracticetohaveBrailleversionsavailableonrequest,particularlyfordocumentswhichhaveawidecirculationandwhosecontentdoes

notchangefrequently.TheRoyalNationalInstituteofBlindPeoplehaspublishedgeneraladviceonaccessibleformatsin“Seeitright”(see

Annex9forfurtherdetails).Informationpublishedontheinternet

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Prejourney

shouldcomplywithwebsiteaccessibilityguidelines(seeAnnex9fordetailsoftheWorldwideWebConsortium’sguidance).

3.4 Thepreciseformofthisinformationwillbeappropriatetotheapplication.Intourbrochures,forexample,itislikelytobemorebeneficialtoallpartiesiftheinformationfordisabledpeopleisincorporatedintothestandardbrochurebutwithappropriatesupportforthosewhoareunabletoreadstandardtext.However,insomecases,itmaybemorereasonableandpracticaltoproduceseparateinformationleafletsfordisabledpeople.

Bookingfacilities

Aircarriers,theiragentsandtouroperatorsshalltakeallmeasuresnecessaryforthereceipt,atalltheirpointsofsaleintheterritoryoftheMemberStatestowhichtheTreatyapplies,includingsalebytelephoneandviatheInternet,ofnotificationsoftheneedforassistancemadebydisabledpersonsorpersonswithreducedmobility.

Article 6.1 of Regulation (EC) No 1107/2006

Thisnotificationshallalsocoverareturnflight,iftheoutwardflightandthereturnflighthavebeencontractedwiththesameaircarrier.

Article 7.1 of Regulation (EC) No 1107/2006 (extract)

3.5 Toensureimprovedprenotificationtoaircarriersandairportmanagingbodiesandtoenablemaximumaccessibilityfordisabledpersonsand

personswithreducedmobility,customersshouldbeabletomakebookingseitherbytelephoneortheinternet.Manypeoplerequestingassistancewillprefertoexplainthisinpersonbytelephoneandinsomecasesaircarrierswillwishtospecifythismeansofcommunication.Thisallowsbookingagentstoaskappropriatequestionsandbetterunderstandthecustomer’sassistanceneeds.

3.6 Considerationshouldbegiventotheprovisionofatextphone(suchasaMinicom),includingappropriatelytrainedstaff,toallowaccessibility

fordeafandhearingimpairedpeople.Textphonesaredevicesusedviathetelephonenetworktoallowpeopletocommunicatebytext.StaffshouldalsobetrainedtoacceptTypetalkcalls,thetelephonerelay

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servicefordeafandhardofhearingpeople.TheRoyalNationalInstituteforDeafPeople(RNID)haspublishedguidanceforbusiness

andorganisationsprovidingcontactdetailsaboutcommunicationchannelsthatareusablebydeaf,hardofhearingandspeechimpairedpeople.

3.7 Easilyaccessiblelinksshouldbemadeavailableonthehomepageofwebsitesandanypagesdedicatedtodisabledpersonsandpersonswithreducedmobility.Websitesshouldclearlyindicatetotheuserhowtheyshouldrecordandnotifytheirrequestsforassistance.

3.8 Asonlinebookingprocessesdonotnormallyinvolveadialoguewithcustomers,websitesshouldencouragecustomerstoprovideasmuchdetailasisnecessaryabouttheirparticularassistanceneeds.Itisimportantthatcustomersmakingonlinebookingscanbecontactedwherefurtherinformationorclarificationisrequired.

3.9 Companieswhichencouragecustomerstobookexclusivelyonawebsiteshouldbeawarethatofferswhichareonlyavailabletointernet

usersmayinfringetheDDAassomedisabledpeoplemaybeunabletousewebsitesforareasonrelatedtotheirdisability.Requiringcustomerstousepremiumratephonelinestodiscussassistanceneedsisequallylikelytobediscriminatorywheredisabledpeoplehavenootherrealisticalternativebuttousethismethodofcommunicationforareasonrelatedtotheirdisability.

3.10 Disabledpersonsandpersonswithreducedmobilityshouldnothavetoincurextrachargesasaresultofhavingtoexplaintheirassistance

needs.Inlinewithgoodpracticeinotherservicesectors,aircarriers,travelagentsandtouroperatorsshouldconsidermakingavailableadedicated‘freephone’(0800)numberforcustomerswhowishtonotifyordiscussrequestsforassistance.Wherethephonelineisageneralnumberusedforallformsofbookingenquiriesandthetimetakentodiscussthecustomer’srequirementsaddssignificantlytothelengthofthecall,itwouldbegoodpracticeforthebookingagenttoringthecustomerbacktoavoidthecustomerincurringdisproportionateextracharges.

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Prejourney

3.11 Aircarriers,touroperatorsandtravelagentswhosepremisesare

opentothepublictoallowbookingstobemadeinpersonshouldensurethatthesepremisesareaccessibletodisabledpersonsandpersonswithreducedmobility.

3.12 Part3dutiesundertheDDAapplyhere(seeAnnex3).Insomecasestherearealsostatutoryrequirementstobemetinrelationtotheaccessibilityofbuildings.Anumberoforganisationshaveproducedguidanceonbuildingdesignwhichcoverawiderangeofissuesfromtheuseofcolourandtonalcontrasttoassistblindandpartiallysighted

people,tothedesignofstairs,liftsandescalators.ForalistofthosepublicationsandotherrelevantinformationseeAnnex9.

Rulesoncarriageofdisabledpersonsorpersonswithreducedmobility

Preventionofrefusalofcarriage

Anaircarrieroritsagentoratouroperatorshallnotrefuse,onthegroundsofdisabilityorofreducedmobility:

(a)toacceptareservationforaflightdepartingfromorarrivingatanairporttowhichthisRegulationapplies;

(b)toembarkadisabledpersonorapersonwithreducedmobilityatsuchanairport,providedthatthepersonconcernedhasavalidticketandreservation.


Derogations,specialconditionsandinformation

1.NotwithstandingtheprovisionsofArticle3,anaircarrieroritsagentoratouroperatormayrefuse,onthegroundsofdisabilityorofreducedmobility,toacceptareservationfromortoembarkadisabledpersonorapersonwithreducedmobility:

(a)inordertomeetapplicablesafetyrequirementsestablishedbyinternational,Communityornationallaworinordertomeetsafetyrequirementsestablishedbytheauthoritythatissuedtheairoperator’s

certificatetotheaircarrierconcerned;

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(b)ifthesizeoftheaircraftoritsdoorsmakestheembarkationor

carriageofthatdisabledpersonorpersonwithreducedmobilityphysicallyimpossible.

Intheeventofrefusaltoacceptareservationonthegroundsreferredtounderpoints(a)or(b)ofthefirstsubparagraph,theaircarrier,itsagentorthetouroperatorshallmakereasonableeffortstoproposeanacceptablealternativetothepersoninquestion.

Adisabledpersonorapersonwithreducedmobilitywhohasbeendeniedembarkationonthegroundsofhisorherdisabilityorreducedmobilityandanypersonaccompanyingthispersonpursuantto

paragraph2ofthisArticleshallbeofferedtherighttoreimbursementorreroutingasprovidedforinArticle8ofRegulation(EC)No261/2004.Therighttotheoptionofareturnflightorreroutingshallbeconditionaluponallsafetyrequirementsbeingmet.

2.Underthesameconditionsreferredtoinparagraph1,firstsubparagraph,point(a),anaircarrieroritsagentoratouroperatormayrequirethatadisabledpersonorpersonwithreducedmobilitybeaccompaniedbyanotherpersonwhoiscapableofprovidingtheassistancerequiredbythatperson.

3.[seeabove]

4.Whenanaircarrieroritsagentoratouroperatorexercisesaderogationunderparagraphs1or2,itshallimmediatelyinformthedisabledpersonorpersonwithreducedmobilityofthereasonstherefor.Onrequest,anaircarrier,itsagentoratouroperatorshallcommunicatethesereasonsinwritingtothedisabledpersonorpersonwithreducedmobility,withinfiveworkingdaysoftherequest.

Article 4 of Regulation (EC) No 1107/2006Beforeacceptingreservationsfromdisabledpersonsorpersonswithreducedmobility,aircarriers,theiragentsandtouroperatorsshouldmakeallreasonableeffortstoverifywhetherthereisareasonwhichisjustifiedonthegroundsofsafetyandwhichwouldpreventsuchpersonsbeingaccommodatedontheflightsconcerned.

Recital 2 of Regulation (EC) No 1107/2006

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Prejourney

3.13 TheCivilAviationAuthority(CAA)hasissuedguidancetoUKaircarriersonthecircumstancesinwhichanaircarriermayrefusetoembark

adisabledpersonorpersonwithreducedmobility(seeAnnex9).Theguidancestatesthat,whilstitisnotpossiblefortheCAAtodeterminewhatisthemaximumnumberofPRMsthatmaybecarriedonanyparticularflight,itseemsunlikelythatanoperatorwillbeinapositiontorefusetocarryaPRMonlargeraircraftbecausetheJAROPSlimithasbeenreached.

3.14 Aircarriersshouldonlyrequireapersonalassistanttoaccompanyadisabledpersonwhenitisevidentthatthepersonisnotselfreliant

andthiscouldposearisktosafety.Inpractice,thismeansanyonewhoisunabletounfastentheirseatbelt,leavetheirseatandreachanemergencyexitunaided,retrieveandfitalifejacket,donanoxygenmaskwithoutassistance,orisunabletounderstandthesafetybriefingandanyadviceandinstructionsgivenbythecrewinanemergencysituation(includinginformationcommunicatedinaccessibleformats).Insomecases,morethanoneassistantmaybenecessary,forexample,whereliftingisrequired.

3.15 Article4.2oftheECRegulationallowsaircarrierstorequirethatadisabledpersonorpersonwithreducedmobilitybeaccompaniedbyanotherpersonwhoiscapableofprovidingtheassistancerequiredbythatperson,inordertomeetapplicablesafetyrequirements.Whereaircarriershavesucharequirement,thisshouldbeexplainedintheirrulesonthecarriageofdisabledpersonsandpersonswithreducedmobility(seeSection3.1).

3.16 Whereapersonalassistantisrequired,anaircarriermaywishto

considerofferingadiscountedrateforthatperson.Itisacknowledgedthatthisarrangementisunlikelytobeviableorpracticalinmanycircumstances,suchaswheretheairlineseatissoldaspartofaholidaypackage.

3.17 Airlinecabincrewshouldnotbeexpectedtoprovidepersonalcaretopassengers.Forthisreason,passengersshouldbeinformedthattheywillalsoneedtobeaccompaniedbyapersonalassistantiftheyrequireassistanceinanyofthefollowingareas:

l breathing(relianceonsupplementaryoxygen);

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l feeding.Cabincrewshould,however,bewillingtoassistwithopeningfoodcontainersanddescribingcateringarrangements

toblindpeople;

l toileting(ifthepassengerisincapableofusingthetoiletfacilitiesunaided).Cabincrewcan,however,beexpectedtoassistapassengertomovethroughthecabininanonboardwheelchair(whereinstalled);

l medicating(ifthepassengerisincapableofadministeringtheirownmedicinesandmedicalprocedures).

3.18 Aircarriersshouldonlyrequiredisabledpassengerstoobtainamedicalclearanceincasesofamedicalconditionwhereitisclearthatthepassenger’ssafetyorwellbeing,orthatofotherpassengerscannotbereasonablyassured.Medicalclearanceformsshouldnotberequiredjusttoproveaneedforassistance.

3.19 TheECRegulationspecifiesthatanaircarrierwillpermitthecarriageoftwoitemsofmobilityequipmentfreeofcharge.Itisgenerallyacceptedthatthismeansmobilityequipmentneededbythepassenger

forthepurposeofthejourneybyair,forexampleawheelchairandwalkingframe.Mobilityequipmentnotessentialforthejourneythatwouldnormallybeavailableforhirewouldnotformpartofthefreeallowance,forexample,amotorisedscooterbeingcarriedinadditiontoamotorisedwheelchair.Aircarriersshould,however,consider,onacasebycasebasis,anyrequestsforessentialequipmentneededbythepassengerduringhisstay,forexampleaportabledialysismachine.SeeSection7forguidanceoncarriageofmedicalequipmentandoxygen.

Obtaininginformationfromcustomers

3.20 Travelagents,touroperatorsandaircarriers’staffshouldactivelyenquireduringallbookingtransactionswhethertherewillbeanyoneinthepartywhomayrequireassistanceattheairportand/orinflight.

3.21 Apassenger’srighttoassistanceundertheECRegulationissubjecttotheirprovidingnotificationoftheirneedforsuchassistanceatleast

48hoursbeforethepublishedtimeofdepartureoftheflight.Advancenoticeshouldideallybegivenatthetimeofbooking,althoughtheremaybecircumstanceswheretheneedforassistancechangesoronly

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Prejourney

arisesafterthebookingismade.However,whereflightsarechangedatshortnoticebytheaircarrier,orpeoplemakebookingsatshort

notice,theremaynotbesufficienttimeforthepersontomeettherequirementforadvancenotice.Insuchcases,anairportmanagingbodyisrequiredundertheRegulationtomakeallreasonableeffortstoprovidetheassistance.

3.22 Therequirementforadvancenoticeshouldallowaircarriers,airportmanagingbodiesandtheirserviceproviderstoplanaheadtoensurethatdisabledpersonsorpersonswithreducedmobilityreceivetheassistancetheyneed.Conversely,companieswhichfailtofacilitate

prenotificationofassistanceneeds,orwhichfailtopassoninformation,riskdeliveringalowerstandardofservicetotheircustomersandpossibleprosecution.Inextremecases,thiscouldresultincustomersbeingunabletotaketheirflights.

3.23 Itisvitalthatbookingagentsasktherightsortofquestionstoestablishthenatureofassistancerequiredandareawareofanyrulesandrestrictionswhichmightpreventcarriageofthepersonortheprovisionoftheassistancerequired,includingonanyconnectingflightsforwhich

aticketisbeingsold.Forexample,ifthecustomerortheirmobilityequipmentisparticularlyheavyandmayrequirespecialistequipment,ifthecustomerwishestotravelwithatypeofwheelchairwhichcannotfitintotheaircrafthold,isunabletotravelwithoutapersonalassistantorhasaparticularlyunusualrequest.

3.24 Itisgoodpracticeforaircarrierstohavestaffwithexpertiseinhandlingbookingrequestsfrompassengerswithassistanceneeds.Wherethisisthecase,bookingagentsshouldnotacceptabookinguntilithasbeenclearedbythesespecialistcolleagues.Wherethereisanyuncertainty,agentsshouldalwaysseekfurtheradviceratherthanacceptabookingwhichitmaynotbepossibletohonour.

3.25 Agentsshouldadviseonthelimitsofanaircarrier’sliabilityoncarriageofmobilityequipment,sothatcustomerscanconsidertakingouttheirowninsurance.Agentsshouldalsoalertcustomerstocheckthecurrentstatusofsecurityrestrictionsasthesecouldimpactonthecarriageofmedicalormobilityequipment.

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3.26 Toassistwiththeprocessofgatheringrelevantdata,ABTAhasprovideditsmemberswithasimplechecklisttobecompletedbythe

agent,operatororcustomeratthetimeofbooking.AnoutlineofthatchecklistisprovidedatAnnex512.Usingachecklistmaymakestaffmorecomfortableindealingwithsuchpersonalinformationandmoreconfidentthattheyhavecoveredalltherelevantissues.

3.27 Atypicalquestionthatcouldbeaskedis“wouldanymemberofyourpartyhavedifficultywalking500metres?”Thiswouldaddressthedifficultiesthatmightariseforthosewithwalkingdifficultiesgoingbetweencheckinandthegate,anditwouldalsocapturethosepeople

whodonotconsiderthemselvesdisabledbutwhowouldhavedifficultyintheairportenvironment.

3.28 Itisrecognisedthattherearedifferenttimepressureswherebookingsaremadebytelephone,butitisstillimportanttoestablishwhat,ifany,assistancewillberequired.Failuretodosocouldprovecostlytoresolveatalaterstageifthingsgowrong.

3.29 WhereareservationisrefusedinaccordancewithArticle4.1oftheEC

Regulation,itisessentialthatreasonsaregiven,asrequiredbyArticle4.4.Itwouldbegoodpracticeforthesereasonstoberecorded,notleastbecausethisinformationwillbeneededincaseofanydispute.

3.30 ThereisnorequirementtoprovedisabilityorreducedmobilityinordertoclaimrightsundertheDisabilityDiscriminationActortheECRegulation.Itisgoodpracticetoacceptthatsomeoneisadisabledpersonorpersonwithreducedmobilityandevidence,suchasGP’sletter,shouldonlyberequestedwhenfraudissuspected,notleastbecausethisislikelytoincuracharge.However,itmaybereasonabletoaskforevidencewhereaserviceisofferedwhichgoesbeyondapassenger’slegalrights.Anexampleofthiswouldbediscountedsecondseats(seeSection3.37below).InadditiontoaGP’sletter,aBlueBadgeorothersuitableevidencecouldbeaccepted.

12Checklistwascorrectattimeofpublicationbutmaybesubjecttofuturechanges.PleasecontactABTA

forlatestversion.

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Prejourney

Seatreservations

Assistancetobeprovidedbyaircarriersincludes:

“Themakingofallreasonableeffortstoarrangeseatingtomeetthe

needsofindividualswithdisabilityorreducedmobilityonrequestandsubjecttosafetyrequirementsandavailability.”

AnnexIIofof Regulation (EC) No 1107/2006 (extract)

3.31 Aircarrierswhichallocateseatsbeforetheflightshouldallowdisabledpersonsandpersonswithreducedmobilitytoprebookseatswhichbestmeettheirneeds,subjecttosafetylimitations.Thosearrangementsshouldbecommunicatedtoassistanceprovidersattheairportandcabincrew,forbothoutwardandreturnflights.Aircarrierswhichdonotallocateseatsshouldallowdisabledpersonsandpersonswithreducedmobilitytopreboard,inordertochooseseatswhichbestmeettheirneeds,subjecttosafetylimitations.

3.32 Inallcircumstancesitshouldbemadecleartothedisabledpassengerthatseatingallocationscannotbeguaranteedsinceoperationaldifficulties,forexample,achangeofaircraft,mayaffect

theseatingplan.Insuchcircumstances,however,everyeffortshouldbemadetoaccommodatedisabledpassengers’needs,forexample,bytryingtoallocateacomparableseat.

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3.33 Therehavebeenoccasionswhendisabledpeoplehaverequestedaseatinaparticulararea(forexample,inabulkheadseat)andhave

thenbeenadvisedthattheirseatmaybeallocatedtosomeoneelseatshortnotice.Thisshouldonlyoccurwhentheairlineregardssomeoneelseashavingagreaterneed.Careshouldbetakentoensurethatbookingsarenottakenifallsuitableseatshavealreadybeenallocated.

3.34 CurrentEuropeanRegulationsoncarriageofpersonswithreducedmobilitystatethatsuchpersonsshouldnotbeallocatednoroccupyseatswheretheirpresencecouldimpedethecrewintheirduties,

obstructaccesstoemergencyequipment,orimpedetheemergencyevacuationoftheaircraft.

3.35 Whereverpossible,peoplewhorequiretransferfromwheelchairsshouldbeallocatedseatswithmoveablearmrestsorseatswherethereissufficientlegroomwhichallowsforeaseofmovementinfrontoftheseats,subjecttotherestrictionsin3.34.

3.36 Airportcheckinstaffshouldbemadeawareofanypreallocated

seatreservationstoensurethataseatallocatedtoadisabledorreducedmobilitypassengerisnotreallocatedbeforetheminimumcheckintimefortheflight.Cabincrewshouldbeadvisednottoreallocateaseatonboardunlesstheseatisoccupiedbyanondisabledpassengerandadisabledpersonorpersonwithreducedmobilityneedstheseat.

Additionalseats

3.37 Where,becauseofthenatureoftheirdisabilityorreducedmobility,adisabledpersonorpersonwithreducedmobilityrequirestwoseats(ormore),aircarriersshouldconsiderofferingthesecond(andthird)seatatadiscountedrate.Thiswouldalsoapplytoassistancedogswhereasecondseatisrequested.Theaircarriershouldhaveitsownpolicyinplacefordealingwithsuchrequestsandshouldinformdisabledpassengersaboutthesupportingevidencerequired.

3.38 Itisacknowledgedthatthisarrangementisunlikelytobeviableor

practicalinmanycircumstances,suchaswheretheairlineseatissoldaspartofaholidaypackage.Forreasonsofviability,theairlinecanrestrictthenumberofsuchbookingsthattheycanacceptonany

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Prejourney

particularflight.Thiswillbeparticularlyimportantforchartercompaniesthatarelikelytohaveahigherproportionofdisabledpassengers.

Passengersshouldbeexpectedtoprovideproofoftheirneedfortwoseats.

Whereadisabledpersonorpersonwithreducedmobilityisassistedbyanaccompanyingperson,theaircarrierwillmakeallreasonableeffortstogivesuchapersonaseatnexttothedisabledpersonorpersonwithreducedmobility.

AnnexIIofof Regulation (EC) No 1107/2006 (extract)

Transmissionofinformation

2. Whenanaircarrieroritsagentoratouroperatorreceivesanotificationoftheneedforassistanceatleast48hoursbeforethepublisheddeparturetimefortheflight,itshalltransmittheinformationconcernedatleast36hoursbeforethepublisheddeparturetimefortheflight:

(a) tothemanagingbodiesoftheairportsofdeparture,arrivalandtransit,and

(b)totheoperatingaircarrier,ifareservationwasnotmadewiththatcarrier,unlesstheidentityoftheoperatingaircarrierisnotknownatthetimeofnotification,inwhichcasetheinformationshallbetransmittedassoonaspracticable.

3. Inallcasesotherthanthosementionedinparagraph2,theaircarrieroritsagentortouroperatorshalltransmitthe

informationassoonaspossible. Article 6 of Regulation (EC) No 1107/2006 (relevant extracts)

3.39 Itisvitalthatinformationrelatingtopassengers’assistancerequirementsisrecordedaccurately.Itistheresponsibilityofaircarriers,theiragentsandtouroperatorstotransmitinformationinaccordancewiththetimesspecifiedtoensurethatassistanceisprovidedasrequested.Anaircarrier,agentortouroperatormaywish

toexceedthe36hourdeadlinefortransmittingassistanceinformation.Thiswillbenecessaryincaseswhereofficesarenotopenatweekends.

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3.40 Theinformationprovidedshouldberecordedandtransmittedtothe

operatingaircarrier(whererelevant)andairportmanagingbodiesusingtheinternationallyagreedcodes(seeAnnex4fordetails)andintheagreedPAL/CALIATAstandardisedformat.

3.41 ItisimportantforallbusinessestocomplywiththerequirementsoftheDataProtectionAct1984(DPA).Informationaboutphysicalormentalhealthisconsidered“sensitivepersonaldata”undertheDPA.WhendealingwithsensitivepersonaldatatheActrequiresexplicitconsenttobegivenbytheindividual.Mostassistancerequestsare

unlikelytorequiredataofthisnaturetoberecorded,butwhereitisconsiderednecessarytocapturesuchdata,itisimportantthatthepassengerunderstandsthattheinformationwillneedtobepassedontootherpartiesforthepurposeofprovidingtherequestedassistance.Ifpassengersobjecttothis,theyshouldbemadeawarethataircarrierswillbeunabletotransmittheirrequirementsandconsequentlytherecanbenoguaranteethatthesewillbemet.Aircarriersmaywishtoexplorethepossibilityofstoringdataforfutureuse,particularlyforfrequentcustomers.

3.42 Whereitisgenuinelynotpossibletoobtaintheexplicitconsentoftheactualcustomertowhomthesensitivepersonaldatarelates,itmightbepossibletoobtainthatconsentfromsomeoneactingontheirbehalf.Businessesshouldensure,however,thattheyhavereasonablegroundsforbelievingthatthepersonwithwhomtheyaredealingdoesactuallyhaveauthoritytogiveconsentonbehalfofthedatasubject,andthatthisoptionisusedonlyasalastresort.

3.43 Itisgoodpracticefortouroperatorsandaircarrierstoconfirmthat

requestsforassistancehavebeenreceivedandtokeeprecordsinordertodemonstratethatrequestshavebeentransmitted.

3.44 Providingconfirmationtothecustomerinaformattheycaneasilyunderstandwillassistinreassuringthemthattheirrequesthasbeenrecorded.Keepingasimpleaudittrailthatassistancerequestshavebeentransmittedwillhelpcompaniesinsuchcaseswheredisputesariseinrespectoffailuretoprovidetherequestedassistance.Recordsshouldbekeptforanappropriatetimetoprovideevidenceincaseof

latercomplaints.

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Section4

Arrivalattheairport

4.1 Regardlessofhowadisabledpassengerorpassengerwithreducedmobilityarrivesattheairport,theaimshouldbetoprovideaseamlessservice.TheECRegulationimposesspecificobligationswithregardtothedesignationofpointsofarrivalanddepartureattheairport.Itdoesnotcoverthevariousmodesofsurfacetransportwhichmaybeusedtoarriveattheairport,butDisabilityDiscriminationActdutieswillapplytothese.

4.2 Whendisabledpassengersorpassengerswithreducedmobilityarriveattheairport,signageshouldbeclearandunambiguoustoenablethemtofindtheirwayeasilytothecorrectpartoftheairportandtocontinuetheirjourney.

4.3 Everyonearrivingatanairportshouldbeabletoidentifyeasilyandquicklywheretheyneedtogoandhowtogetthere.Designingthesignageandwayfindingsystemswiththeneedsofdisabledpeoplein

mind–includingthosewithlearningdisabilitiesorvisionloss–willensurethatallpassengers,regardlessofdisability,moreeasilyunderstandthesignage.Itisimportantthatairportmanagingbodies

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understandtheirobligationtoinvolvedisabledusersthroughouttheprocessinordertovalidatepossibleaccessibledesignoptions.See

Annex8foradviceonworkingwithorganisationsofdisabledpeople.SourcesofguidanceonmakingsignsaccessibleareinAnnex9.TheDepartmentforTransport’sguide‘InclusiveMobility’providesbestpracticeadviceonaccesstopedestrianandtransportinfrastructure.Thiswillberelevanttothedesignofallairportfacilities.

4.4 Informationaboutthelayoutandfacilitiesatanairport,includingspecificfacilitiesandservicesfordisabledpassengersandpassengerswithreducedmobility,shouldalsobeavailableonairports’websitesfor

passengerstoconsultbeforetheirjourney.Tohelppassengersassesswhethertheywouldneedassistance,thisinformationshouldincludesuchthingsasaveragewalkingtimesfromdepartureloungestogatesandanyobstructionssuchasstepsornarrowdoorways.Itwouldbehelpfultoincludeasimpleprocessmaptoexplainwherepassengersneedtogoateachstageandwhatisrequired.Thiswillbenefitinparticularthosewithlearningdifficultiesaswellasanyoneunfamiliarwiththeairport.

Designationofpointsofarrivalanddeparture1. Incooperationwithairportusers,throughtheAirportUsers

Committeewhereoneexists,andrelevantorganisationsrepresentingdisabledpersonsandpersonswithreducedmobility,themanagingbodyofanairportshall,takingaccountoflocalconditions,designatepointsofarrivalanddeparturewithintheairportboundaryoratapointunderthedirectcontrolofthemanagingbody,bothinsideandoutsideterminalbuildings,atwhichdisabledpersonsorpersonswithreduced

mobilitycan,withease,announcetheirarrivalattheairportandrequestassistance.

2. Thepointsofarrivalanddeparturereferredtoinparagraph1,shallbeclearlysignedandshallofferbasicinformationabouttheairport,inaccessibleformats.


4.5 TheECRegulationplacesalegalobligationonairportmanagingbodiestoensuretheprovisionofofficialdesignated‘arrivalanddeparturepoints’withintheirairportboundary.Thesewillbeparticularlyimportantfordisabledpersonsorpersonswithreducedmobilitywho

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Arrivalattheairport

aretravellingunaccompaniedandwhoneedtoknowwheretheyshouldsummonandwaittoreceiveassistance.

Thesepointsshouldbedesignatedatleastatthemainentrancestoterminalbuildings,inareaswithcheckincounters,intrain,lightrail,metroandbusstations,attaxiranksandotherdropoffpoints,andinairportcarparks.

Recital 5 of Regulation (EC) No 1107/2006 (extract)

4.6 ‘Arrival’pointinthiscontextshouldbetakentomeanthepointwherepassengersarriveattheairporttotakeflights.SuchpointswillnotgenerallybefoundonArrivalsconcoursesaspassengersneedingassistanceondisembarkationwillreceivethisonleavingtheaircraft.However,whereArrivalsandDeparturesareasarelocatedincloseproximityanditisnotpracticabletopositionapointintheDeparturesarea,adesignatedpointmaybepositionedintheArrivalsarea.Insuchcases,itisimportantthatsuchpointsareclearlysignedandeasytofind.

4.7 Publictransportinterchangesarenotalwaysunderthedirectcontroloftheairportmanagingbody.Incaseswheretheyarenotanditisnotfeasibletoincludeadesignatedpointattheinterchange,aprocedureshouldbeagreedwiththeinterchangeoperatortoensurethatassistanceisprovidedtothenearestarrivalpointattheairportboundaryandideallytothecheckin(orbeyond)(seealsoSection4.43below).

4.8 Itisnotnecessaryforallfacilitieswithintheairportboundaryorunder

thedirectcontroloftheairportmanagingbody,suchashotels,tohavedesignatedarrival/departurepoints.However,inthesecasesitwouldbehelpfulforstafftobeawareofacontactnumberfromwhereinformationaboutassistanceattheairportcanbeobtained.

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4.9 Automatedarrival/departurepointsshouldfollowthedesignspecificationsfordesignatedpointsincarparksorpublictransportinterchanges(seeSections4.23and4.25below).Inadditiontothespecificationsrequiredforuseincarparks,itisparticularlyimportantthatarrival/departurepointsareaccessibletopeoplewithavisualimpairment.Airportmanagingbodiesshouldprovideseatingatthesepointsandclearsignageshouldindicatethattheseatingisonlyfortheuseofdisabledpersonsandpersonswithreducedmobilitywhoarewaitingforassistance.Sheltershouldbeprovidedwherethis

seatingisoutdoors.

4.10 Basicinformationtobeprovidedatthearrival/departurepointscouldincludeamapoftherelevantairportterminal(s)andalistofkeyfacilities,suchascheckinareas,toiletsandrestaurants.Theinformationdisplayedshouldfollowguidanceonaccessiblesignage.

AlthoughprovisionoftactilemappingorBraillesignagecouldalsobeconsideredinrelationtotheDDAdutytomakereasonableadjustments,itismorelikelythatpassengerswithavisualimpairment

wouldseekinformationorallyfromthearrival/departurepoint.Forthisreason,atelephonewillberequiredwherethepointisnotstaffed.

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Arrivalattheairport

4.11 Wheremorethanoneassistanceproviderisinvolved(forexample

wheredifferentprovidersservedifferentterminalswithinthesameairport),aprocedureshouldbeagreedbetweenproviderstoensurethesmoothtransferofpassengerswhoneedtomovebetweenterminals.

Bycar

4.12 Inallcarparksthedesignofentryequipmentshouldallowuseby

driverswhoaredisabled,includingwheelchairusers,andshouldconsiderpositioning,height,ticketissueandprovisionfordeafandhearingimpairedpeople.Aneasytooperatehelpbuttonshouldbeprovidedattheentrance.

4.13 Itshouldbepossibletoreachalloftheentryequipmentcontrolsfromthedriver’swindow,withouttheneedtoopenthedoororgetoutofthevehicle.Allcontrolsshouldbeeasytouserequiringanoperatingstrengthofnomorethan15Newtons.Thecontrolsshouldcontrast

withtheirsurroundsandwheretheyrequireoperationbypushingactiontheyshouldbeabletobeoperatedbyusingthepalmofthehand.

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4.14 Theticketissueshouldprovideasufficientlengthoftickettoenablethedrivertograspholdofiteasily,anditshouldrequireminimum

efforttoremovetheticket.Provisionshouldbemadeforpeoplewhoareunabletousetheirarms.ThismayinvolveconsiderationoftheinstallationofCCTVcamerasatthebarriers,orothersystemswhichwillalertstafftotheneedforassistance.

4.15 Wherenewsystemsareintroducedavisualindicationshouldbeincorporatedtonotifytotheuserthattheirrequestforassistancehasbeenreceived.

4.16 Wherevehicleheightbarriersareinstalledaverticalclearanceof2.6mfromgroundlevelwillberequiredtoallowaccesstohightopconversionvehicles.Alternatively,afacilityshouldexisttoallowtheusersofsuchvehiclestomakearrangementstopass.Theverticalclearanceshouldbemaintainedfromtheentrancetothecarparkto(andincluding)thedesignatedparkingspacesandexitsfromthosespaces.

4.17 Somedisabledpeoplehavevehicleswhichallowthemtodrivefrom,ortravelin,theirownwheelchair.Thesevehiclesareconvertedfromstandardproductionvansorpeoplecarriersandmayhaveahigherthanaverageroofheighttoaccommodateapersonsittinginawheelchair.

4.18 Spacesreservedfordisabledpeople(usingrecognisedbluedisabledpersons’parkingbadges)shouldbeclearlysignedfromthecarparkentrance.Thespacesshouldbeneartoterminalaccesspointsand

paymentfacilitiesandshouldbedesignedtofacilitateaccessfromthesideandrearofthevehicle.

4.19 Itisimportantthatthespacesfordisabledpeoplearedesignedtomeettheneedsofthoseusingthem.Forexample,thereshouldbesufficientnumbersprovided,theyshouldbeclearlysignedandspacesshouldbewideenoughthattheyallowsufficientclearanceforwheelchairusers.Theuseofsuchspacesshouldbemonitoredonaregularbasistoensurethatprovisionissufficienttomeetdemand.Adviceonlayout

andnumbersofspacesneededisgiveninTrafficAdvisoryLeaflet5/95andBS8300(seeAnnex9).TheuserswillnormallybeholdersoftheUK’snationalblueparkingbadgefordisabledpeople.AstheBlue

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Arrivalattheairport

BadgeisnowtheEuropeanCommunitystandardisedparkingcardforpeoplewithdisabilities,withreciprocalarrangementsextendingtoall

otherEUcountries,usersmayalsoholddisabledpersons’parkingcardsissuedbythosecountries.TheseshouldbeofasimilardesigntotheUKBlueBadge,althoughthedetailsshouldstillbecheckedtoensurevalidity.

4.20 Airportmanagingbodiesshouldputinplaceproceduresforcarparkstafftofollowintheeventthatthereareinsufficientdisabledspaces.Clearadviceshouldbeprovidedtodriverswhoenterthecarparkbutareunabletofinddisabledspacesfromwheretheycancallfor

assistance.Forexample,informationcouldbedisplayedinproximitytothedisabledspacestoexplainwhatactiontheyshouldtakeiftherearenosuitablespacesavailable.

4.21 Inordertoreducethedistancetotravel,parkingfordisabledpeopleisoftenlocatedinshorttermcarparks(whicharegenerallythoseclosesttotheterminalbuildings).Thisisnotnecessary,provided:

l longandmidtermcarparksareservedbywheelchairaccessible

buses;l thereservedspacesareclosetoandhaveunobstructedaccessto

thebusstops;

l thebusstopsareaccessibletowheelchairusers;

l ahelpbuttonorsimilarsystemisprovidedfordisabledpassengerstocallforassistancewithbaggageormobility.

4.22 TheCoderecognisesthatinsomeairportstheaccessiblebusesmay

operateonspecialservicesdedicatedtodisabledpeople.However,inthosecases,theservicesprovidedshouldbeatleastasgoodasthoseprovidedtootherpassengers,i.e.disabledpeople,havingadvisedoftheirpresence,shouldnothavetowaitlongerfortheservice.Contactdetailsforthoseservicesshouldbeclearlydisplayedatpickuppoints.

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4.23 InaccordancewiththeECRegulation,anarrival/departurepoint

shouldbeprovidedincloseproximitytothereservedspaces.Thispointshouldbeclearlysignedandshouldcontrastwithitssurroundings.Itscontrolsandcommunicationlinksshouldbelocatedbetween750mmand1200mmabovegroundlevel.Anymanuallyoperatedcontrolsshouldbecapableofbeingoperatedwiththepalmofthehandandshouldrequireaforcenotgreaterthan15Newtonstooperate.Thesystemshouldbeaccessibletodeafandhearingimpairedpeople.Asanalternativeatelephonebasedsystem(incorporatinganinductivecoupler)canbeused.Wherenewsystemsareintroducedavisualindicationshouldbeincorporatedto

notifytotheuserthattheirrequestforassistancehasbeenreceived.

4.24 Thesedesignatedpointscanbeusedtosummonassistanceinemergencies,buttheycanalsobeusedbythedisabledpersonorpersonwithreducedmobilitytocallforsupporttoassistthemingettingfromthecarparktotheairportterminalbuilding.

4.25 Alldesignatedpoints,includingthoseusingtelephonesystems,shouldhaveamplification,inductivecouplers,andalightorothervisualdisplaytoassistdeafandhearingimpairedpeople.Atextphonewouldbenefitpeoplewhoareprofoundlydeafandunabletouseamplification.

4.26 Staffrespondingtoassistancerequestsshouldbetrainedtoassistwithliftingbaggageormobilityequipmentoutof(orinto)thecar,buttheyshouldnotbeexpectedtomanuallyhandlethedisabledpersonorpersonwithreducedmobilityoutof(orinto)theirvehicle.Where

assistanceisrequiredwithbothmobilityequipmentandbaggage,itmaybenecessaryformorethanonememberofstafftoassist.

4.27 Thesignageforallspacesreservedfordisabledpeopleshouldclearlyindicatethestatusofthosespacestodiscourageotherpassengersfromusingthem.Useofdisabledspacesshouldbemonitoredforabuse.AirportmanagingbodieswillalsoneedtomakearrangementsforpersonswithreducedmobilitywhoarenotBlueBadgeholderstoaccessdesignatedpointsincarparks.

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Arrivalattheairport

4.28 Carparkoperatorsshouldestablishasystemforcontinuingto

recognisedisabledpeople’svehiclesthatarenotdisplayingarecogniseddisabledperson’sparkingbadgebecausethepersonneedstousethebadgeattheirdestination.Informationshouldbeavailabletodisabledpeopleaboutsucharrangementsinadvanceoftheirjourney,includingonairports’websites,andclearremindersplacedinthecarpark,adjacenttothespaces.

4.29 InmanycountriesUKparkingbadgeholderscanenjoytheparkingconcessionsthataregiventoresidentdisabledpeopleinthose

countries.Inordertomakeuseofthoseconcessions,however,theyneedtodisplaytheirUKparkingbadge.Itisimportantthereforethatsomeadministrativearrangementsareinplaceatthedepartureairporttoensurethatthedisabledpersoncanparkinthespacesreservedforbadgeholdersbuttakethebadgewiththem.Anexampleofsuchanarrangementisshownbelow.

DISPLAY ON DASHBOARD Voucher No. 00001

ACCESSIBLE PARKING VOUCHER

Car Registration No……………….. Blue Badge Serial No……………………

BLUE BADGE RETAINED BY

OWNER FOR USE ABROAD

Valid from (date):………………………….Expires (date):……………………………

Issued by (signature):……………………………..

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4.30 Paymentmachinesshouldaimtobeaccessibletodisabledpeople,

oraconvenientalternativearrangementshouldbeinplacetofacilitatepayment.Provisionshouldalso,wherepossible,bemadeforpeoplewithhearingimpairmentsifthemachineincludesavoicetelephone/helpbuttonforemergencyuse,i.e.amplification,inductivecouplersandalightorsimplemessagedisplay.

4.31 Adviceonthedesignofpaymentmachines–location,heightofcontrols,etcisgiveninBS8300(seeAnnex9fordetails).Incircumstanceswherethepaymentmachinesdonotmeettheneeds

ofdisabledmotorists,aclearlysignedmanualpaymentsystemshouldbeprovided.

Bytaxi

4.32 Taxiranksshouldbewellsigned.Theyshouldallowdisabledpeopleorpeoplewithreducedmobilitytogetinandoutofthevehicleonthenearsideorrear,andshouldprovideunobstructed,stepfreeaccessto/fromtheterminalbuilding.Whereaccessrequirespassengersto

crossotherlanesoftraffic,footwaysatthosecrossingpointsshouldbeflushwiththeroadsurface(droppedkerborraisedcarriageway)andincorporatetactilepavinginaccordancewithDepartmentforTransportguidelines.

4.33 Whereairportmanagingbodieshaveenteredintoacontractwithafirmtoprovidetaxiservices,theyshouldincludeaconditionthatatleastsomeofthevehiclesservingtheairportshouldbeaccessibletodisabledpersonsandpersonswithreducedmobility(whichincludes

–butisnotlimitedto–peoplewhoneedtotravelinawheelchair). Asystemshouldbeestablishedtoenablethosevehiclestobecalledtotherankorprebooked.

4.34 Intheabsenceofaconditiontoprovideaccessibletaxiservices,wheelchairusersmaynotbeabletoaccesstaxiservicesfromtheairport,ormayhavetowaitlongerthanotherpassengersforasuitabletaxi,whichwouldbeunacceptabletodisabledpeople.Itwillparticularlyinconvenienceforeignvisitors,orthosetravellingtotheairportfrom

otherpartsofthecountry,whomaybeunabletomakeadvancebookingfortheironwardjourney.

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Arrivalattheairport

4.35 Unlessthetaxirankisstaffedduringoperatinghours,adesignated

pointshouldbeprovidedtoenablecustomerstocallforassistance.SeeSection4.23fordetails.

Byhirecar

4.36 Thedropoffpointsshouldbeclearlysigned.

4.37 Thepremisesshouldbeaccessibletodisabledpeople.

4.38 ThephysicalaccessarrangementsarecoveredbyPart3oftheDDA(seeAnnex3).Thereisawealthofinformationavailableaboutmakingpremisesaccessibletodisabledpeople.ForalistofthosepublicationsandotherrelevantinformationseeAnnex9.

4.39 Hirecarcompaniesshouldensurethatanaccessibleshuttleservice,orspecialserviceisavailabletotransferdisabledpersonsorpersonswithreducedmobilityfromthehirecarpremisestotheairport

terminalbuildings.Alternativelyanothersystemtoallowdisabledpeopletodropoffclosetotheairportterminalbuildings,forexample,inthepickuparea,shouldbeprovided.

4.40 Wherepedestrianlinksareavailablebetweenthehirecarpremisesandtheairport,theairportmanagingbodyshouldensurethatthesearefullyaccessibletodisabledpersonsandpersonswithreducedmobility.

Bybusortrain

4.41 Wherethebus,trainortramstation(interchange)isownedoroperatedbytheairportmanagingbodytheyshouldensurethatthepremisesarefullyaccessible.Inothercircumstancestheairportmanagingbodyshouldliaisewiththeoperatoroftheinterchangetoencouragesuchprovision.

4.42 Guidanceonthedesignofinterchangesisprovidedin“InclusiveMobility–Aguidetobestpracticeonaccesstopedestrianandtransportinfrastructure”(seeAnnex9fordetails).

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4.43 Aprocedureshouldbeagreedbetweentheairportandthe

interchangeoperatortoensurethatdisabledpersonsandpersonswithreducedmobilityreceiveassistancebetweentheinterchangeandairportterminalbuilding.Ideallytheassistanceshouldbegivenbyoneproviderfrominterchangetocheckin(orbeyond)soastoprovideaseamlessservice.Wheremorethanoneproviderisinvolved,theprocedureshouldensurethatapassengerisneverleftwithoutassistancewherethisisneeded.

4.44 Adesignatedpointshouldbeprovidedattheexit/entranceandonplatformstoallowadisabledpersonorpersonwithreducedmobilitytosummonassistance.Itshouldbeclearlysignedandshouldcontrastwithitssurroundings.SeeSection4.23fordetails.

Routestotheterminal

4.45 Dropoffpointsforpassengersbroughtbyanotherdrivershouldhavethesamecharacteristicsasthetaxirankenvironment(seeSection4.32).Allpedestrianroutesbetweendropoffpointsandtheterminalshouldbewellsignedandfullyaccessibletodisabledpersonsand

personswithreducedmobility.Guidanceisprovidedin“InclusiveMobility–Aguidetobestpracticeonaccesstopedestrianandtransportinfrastructure”(seeAnnex9).

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Section5

Movingthroughtheairport

andboardingtheaircraft

Assistance

5.1 Inthepast,assistanceneededbydisabledpersonsorpersonswithreducedmobilitytousetheairportandboardtheaircrafthasbeen

providedbybothairlinesandairports.Toensureaseamlessservice,theECRegulationplacesalegalobligationsolelyonairportmanagingbodiestoprovideassistance.However,thisdoesnotpreventairportmanagingbodiesfromcontractingwiththirdpartiestosupplythisassistance.

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Righttoassistanceatairports

1. Whenadisabledpersonorpersonwithreducedmobilityarrivesatanairportfortravelbyair,themanagingbodyoftheairportshallberesponsibleforensuringtheprovisionoftheassistancespecifiedinAnnexIinsuchawaythatthepersonisabletotaketheflightforwhichheorsheholdsareservation,providedthatthenotificationoftheperson’sparticularneedsforsuchassistancehasbeenmadetotheaircarrieroritsagentorthetouroperatorconcernedatleast48hoursbeforethepublishedtimeofdepartureoftheflight.Thisnotificationshallalsocover

areturnflight,iftheoutwardflightandthereturnflighthavebeencontractedwiththesameaircarrier.

[2.– seesectionbelowonassistancedogs]

3. Ifnonotificationismadeinaccordancewithparagraph1,themanagingbodyshallmakeallreasonableeffortstoprovidetheassistancespecifiedinAnnexIinsuchawaythatthepersonconcernedisabletotaketheflightforwhichheorsheholdsareservation.

4. Theprovisionsofparagraph1shallapplyonconditionthat:(a)thepersonpresentshimselforherselfforcheckin:

(i) atthetimestipulatedinadvanceandinwriting(includingbyelectronicmeans)bytheaircarrieroritsagentorthetouroperator,or

(ii) ifnotimeisstipulated,notlaterthanonehourbeforethepublisheddeparturetime,or

(b)thepersonarrivesatapointwithintheairportboundarydesignatedinaccordancewithArticle5:

(i) atthetimestipulatedinadvanceandinwriting(includingbyelectronicmeans)bytheaircarrieroritsagentorthetouroperator,or

(ii) ifnotimeisstipulated,notlaterthantwohoursbeforethepublisheddeparturetime.

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Movingthroughtheairportandboardingtheaircraft

5. Whenadisabledpersonorpersonwithreducedmobility

transitsthroughanairporttowhichthisRegulationapplies,oristransferredbyanaircarrieroratouroperatorfromtheflightforwhichheorsheholdsareservationtoanotherflight,themanagingbodyshallberesponsibleforensuringtheprovisionoftheassistancespecifiedinAnnexIinsuchawaythatthepersonisabletotaketheflightforwhichheorsheholdsareservation.

6. OnthearrivalbyairofadisabledpersonorpersonwithreducedmobilityatanairporttowhichthisRegulationapplies,

themanagingbodyoftheairportshallberesponsibleforensuringtheprovisionoftheassistancespecifiedinAnnexIinsuchawaythatthepersonisabletoreachhisorherpointofdeparturefromtheairportasreferredtoinArticle5.

7. Theassistanceprovidedshall,asfaraspossible,beappropriatetotheparticularneedsoftheindividualpassenger.


ANNEX I: Assistance under the responsibility of the managingbodies of airports

Assistanceandarrangementsnecessarytoenabledisabledpersonsandpersonswithreducedmobilityto:

— communicatetheirarrivalatanairportandtheirrequestforassistanceatthedesignatedpointsinsideandoutsideterminalbuildingsmentionedinArticle5,

— movefromadesignatedpointtothecheckincounter,

— checkinandregisterbaggage,

— proceedfromthecheckincountertotheaircraft,withcompletionofemigration,customsandsecurityprocedures,

— boardtheaircraft,withtheprovisionoflifts,wheelchairsorotherassistanceneeded,asappropriate,

— proceedfromtheaircraftdoortotheirseats,

— storeandretrievebaggageontheaircraft,

— proceedfromtheirseatstotheaircraftdoor,

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— disembarkfromtheaircraft,withtheprovisionoflifts,

wheelchairsorotherassistanceneeded,asappropriate,— proceedfromtheaircrafttothebaggagehallandretrieve

baggage,withcompletionofimmigrationandcustomsprocedures,

— proceedfromthebaggagehalltoadesignatedpoint,

— reachconnectingflightswhenintransit,withassistanceontheairandlandsidesandwithinandbetweenterminalsasneeded,

— movetothetoiletfacilitiesifrequired.

Whereadisabledpersonorpersonwithreducedmobilityisassistedbyanaccompanyingperson,thispersonmust,ifrequested,beallowedtoprovidethenecessaryassistanceintheairportandwithembarkinganddisembarking.

Groundhandlingofallnecessarymobilityequipment,includingequipmentsuchaselectricwheelchairssubjecttoadvancewarningof48hoursandtopossiblelimitationsofspaceonboardtheaircraft,

andsubjecttotheapplicationofrelevantlegislationconcerningdangerousgoods.

Temporaryreplacementofdamagedorlostmobilityequipment,albeitnotnecessarilyonalikeforlikebasis.

Groundhandlingofrecognisedassistancedogs,whenrelevant.

Communicationofinformationneededtotakeflightsinaccessibleformats

ANNEX I of Regulation (EC) No 1107/2006

Responsibilityforassistanceatairports

1. ThemanagingbodyofanairportshallberesponsibleforensuringtheprovisionoftheassistancespecifiedinAnnexIwithoutadditionalchargetodisabledpersonsandpersonswithreducedmobility.

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2. Themanagingbodymayprovidesuchassistanceitself.

Alternatively,inkeepingwithitsresponsibility,andsubjectalwaystocompliancewiththequalitystandardsreferredtoin Article9(1),themanagingbodymaycontractwithoneormoreotherpartiesforthesupplyoftheassistance.Incooperationwithairportusers,throughtheAirportUsersCommitteewhereoneexists,themanagingbodymayenterintosuchacontractorcontractsonitsowninitiativeoronrequest,includingfromanaircarrier,andtakingintoaccounttheexistingservicesattheairportconcerned.Intheeventthatitrefusessucharequest,themanagingbodyshallprovidewrittenjustification.

3. Themanagingbodyofanairportmay,onanondiscriminatorybasis,levyaspecificchargeonairportusersforthepurposeoffundingthisassistance.

4. Thisspecificchargeshallbereasonable,costrelated,transparentandestablishedbythemanagingbodyoftheairportincooperationwithairportusers,throughtheAirportUsersCommitteewhereoneexistsoranyotherappropriateentity.Itshallbesharedamongairportusersinproportionto

thetotalnumberofallpassengersthateachcarriestoandfromthatairport.

5. Themanagingbodyofanairportshallseparatetheaccountsofitsactivitiesrelatingtotheassistanceprovidedtodisabledpersonsandpersonswithreducedmobilityfromtheaccountsofitsotheractivities,inaccordancewithcurrentcommercialpractice.

6. Themanagingbodyofanairportshallmakeavailabletoairport

users,throughtheAirportUsersCommitteewhereoneexistsoranyotherappropriateentity,aswellastotheenforcementbodyorbodiesreferredtoinArticle14,anauditedannualoverviewofchargesreceivedandexpensesmadeinrespectoftheassistanceprovidedtodisabledpersonsandpersonswithreducedmobility.


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Qualitystandardsforassistance

1. Withtheexceptionofairportswhoseannualtrafficislessthan150000commercialpassengermovements,themanagingbodyshallsetqualitystandardsfortheassistancespecifiedin

AnnexIanddetermineresourcerequirementsformeetingthem,incooperationwithairportusers,throughtheAirportUsersCommitteewhereoneexists,andorganisationsrepresentingdisabledpassengersandpassengerswithreducedmobility.

2. Inthesettingofsuchstandards,fullaccountshallbetakenof

internationallyrecognisedpoliciesandcodesofconductconcerningfacilitationofthetransportofdisabledpersonsorpersonswithreducedmobility,notablytheECACCodeofGoodConductinGroundHandlingforPersonswithReducedMobility.

3. Themanagingbodyofanairportshallpublishitsqualitystandards.

4. Anaircarrierandthemanagingbodyofanairportmayagree

that,forthepassengerswhomthataircarriertransportstoandfromtheairport,themanagingbodyshallprovideassistanceofahigherstandardthanthestandardsreferredtoinparagraph1orprovideservicesadditionaltothosespecifiedinAnnexI.

5. Forthepurposeoffundingeitherofthese,themanagingbodymaylevyachargeontheaircarrieradditionaltothatreferredtoinArticle8(3),whichshallbetransparent,costrelatedandestablishedafterconsultationoftheaircarrierconcerned.


5.2 ECACDoc30AnnexJ(Codeofgoodconductingroundhandlingforpersonswithreducedmobility)setsoutguidanceonservicestandards.Theseareminimumstandardsandairportmanagingbodiesshouldbeencouragedtoexceedthesewhereverpossible,inconsultationwithairportusers.Smallerairportswhoseannualtrafficislessthan150,000passengermovementsshouldalsoconsidersettingqualitystandardsonavoluntarybasis.

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5.3 InaccordancewithArticle9.1oftheECRegulation,airportmanagingbodiesshouldconsiderhowtheycanbestinvolvedisabledpersons

andpersonswithreducedmobilityinsettingtheirqualitystandards.Thiscouldinvolveconsultationwithgroupssuchaslocalaccess/disabilitygroupswhosemembershipwouldincludeusersoftheairports.Annex8containsalistofquestionswhichcanhelpairportsinassessingthesuitabilityofsuchgroups.TheDisabilityRightsCommission(nowsubsumedbytheEqualityandHumanRightsCommission)producedguidanceforpublicauthoritiesonhowtoeffectivelyinvolvedisabledpeopleinputtingtogetheradisabilityequalityscheme(seeAnnex9).Someoftheprinciplesinthisguidance

mayalsobehelpfultoairportsastheyconsiderhowtoinvolveusers.

5.4 WheresuchaCommitteeexists,airportmanagingbodiesshouldalsokeeptheirAirportConsultativeCommitteeinformedoftheworktosetqualitystandards.

5.5 Airportmanagingbodiesshouldestablishanappropriateperformancemanagementprocesstomonitorperformanceagainstthestandards.

DesignofInfrastructure

5.6 Manydisabledpersonsorpersonswithreducedmobilitywillnotrequestspecificassistance,eitherbecausetheyareindependentorbecausetheyaretravellingwithanassistant.Itisparticularlyimportantforthesepeoplethattheairportenvironmentisdesignedtobe‘user-friendly’andeasytonavigate.

5.7 ThisCodeofPracticeisnotintendedtobeadesignguidefornewairportinfrastructure.Thedesignofinfrastructureisaspecialistareatowhichseparatelegislationapplies.Thereisawealthofdetailedguidanceonthistopic,suchas“InclusiveMobility–Aguidetobestpracticeonaccesstopedestrianandtransportinfrastructure”andBritishStandardsBS8300:2001–Designofbuildingsandtheirapproachestomeettheneedsofdisabledpeople–codeofpractice(seeAnnex9fordetails).

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5.8 Fromthefirstphaseofplanningnewpublicbuildingsorrefurbishing

existingones,airportmanagingbodiesshouldensurethattheneedsofdisabledpersonsandpersonswithreducedmobilityarecentraltothedesignbrief.Thisshouldincludeearlyinvolvementoflocalaccess/disabilitygroupsandengagementofanaccessconsultant.

LANDSIDE

5.9 Signagethroughoutthisareashouldbeclearandunambiguous.Whereverpossiblepictogramsshouldbeusedandwhereappropriate,tactilesymbolsshouldbeusedwherethesigniswithinreachofpassengers,forexampleattoiletfacilities.SourcesofguidanceonmakingsignsaccessibleareinAnnex9.

Check-infacilities

5.10 Checkinfacilitiesshouldbedesignedtobeaccessibletopassengersinwheelchairsaswellasambulantpassengers.Provisionshould

alsobemadetoensurethatstaffcancommunicatewithdeafandhearingimpairedpassengers.

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5.11 Whereassistanceisrequiredandthishasnotalreadybeenprovided

beforecheckin,checkinstaffshouldalerttheserviceproviderordirectpassengerstoahelppoint.Staffshouldalsodothiswhereassistancehasnotbeenrequestedbuttheyaremadeawareofaneedforassistance.CheckinstaffshouldpointouttoownersofassistancedogstherequirementtocarryacceptablepaperworkfortheirdogtoensureitisabletoenterthecountryofdestinationandreentertheUKunderthePetTravelSchemescheme(ifrequired).

5.12 InaccordancewithArticle7.3oftheECRegulation,airportmanaging

bodiesarerequiredtomake“allreasonableefforts”toprovideassistancewherethepassengerhasnotgivenatleast48hoursnoticeoftheirneedforassistance.Thisisespeciallyimportanttocaterforpassengerswhoneedtotravelwithlessthan48hoursnotice,forexample,becauseofafamilyemergency.

5.13 Whereapassengerhasidentifiedtheirrequirementsandseatsareassignedatcheckin,thecheckinstaffshould,beforeassigningthatpassengeraseat,informthepassengerofthoseavailableseatsthataremostsuitableandthenestablishwiththatpassengeranappropriateseatassignmentforthemandanyassistant.

5.14 InaccordancewithArticle4.1oftheECRegulation,ifitbecomesapparentatcheckin(oratthegate)thatapassengerisunabletobecarried,eitherbecauseofsafetyrequirements,orbecauseofthesizeoftheaircraftoritsdoors,thepassenger(andanyaccompanyingpersonrequiredtotravelbytheaircarrier)mustbeofferedreimbursementorrererouting.

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Self-serviceequipment

5.15 Whereselfservicecheckinfacilitiesareprovidedtheyshouldbesupportedbyastaffedcheckindeskforpassengerswhoareunabletoaccessselfserviceequipment.Theavailabilityofthatdeskshouldbeclearlyindicatedattheselfservicemachine.Wherenostaffarepresent,adesignatedpointsimilartothatdescribedatSection4.9shouldbeprovidedforthosewhomayexperiencedifficultywiththeselfserviceequipment.

5.16 Similarly,whereautomaticticketmachinesareprovided,theytoo

shouldbesupportedbystaffedticketdesksordesignatedpoints.

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Reservedseatingareas

5.17 Whereseatingareasarereservedfordisabledpersonsandpersonswithreducedmobilitytheseshouldincorporatesignagetodiscourageothersfromusingthem.Suchareasshouldbewithincloseproximitytoastaffeddeskandshouldalsobereasonablycloset

access to air travel for disabled

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