Disability Access Facilitation Plan for UK Operations
Persons with Disabilities or Persons with Reduced Mobility
When incapacitated passengers travel, every effort is made to make their journey comfortable and all necessary arrangements are made in advance, in order to facilitate them Incapacitated passengers shall be defined as those with a physical disability or a neurological
disorder or with a medical condition, who require individual attention or assistance on emplaning / deplaning, during the flight and during ground handling, which is normally not extended to other passengers. this requirement will be apparent from special
requests made by the passenger or by their family or by a medical authority at the time of making a booking
Irrespective of their physical or medical condition, incapacitated passengers are categorized into various groups. these groups are identified in airline messages by AIRIMP codes, such as :
|WCHR Wheelchair-R for ramp (passenger can ascend/descend steps and walk to the seat)
WCHS Wheelchair-S for steps (passenger unable to ascend/descend steps but able to walk to the seat)
WCHC Wheelchair-C for cabin seat (passenger completely immobile)
STCR Stretcher passenger
BLND Blind passenger (specify if accompanied by seeing-eye dog)
DEAF Deaf passenger
MEDA Medical Case (Medical clearance required)
OXYG Needing oxygen during flight
LEGL Left Leg-in cast
LEGR Right leg-in cast
LEGB Both Legs in cast
1. INFORMATION ON SAFETY RESTRICTIONS
To ensure safety of aircraft operations, the maximum number of non-ambulatory persons with disability or reduced mobility permitted to travel in a single flight is restricted except when such passengers are accompanied by trained escorts. The objective of
this restriction is primarily the safety of all passengers in the unlikely eevent of an emergency evacuation.
2 . INFORMATION ON HOW TO OBTAIN ASSISTANCE
Every effort is made to make your journey comfortable and all necessary arrangements are made in advance to facilitate them.Passengers who require additional assistance at the airport or during the flight must notify Air India at the time of booking and
at least 48 hours (Due to DGCA India requirement) prior to the intended departure date.
The Air India UK Call Center number is 02077603290 (Normal call charges apply). Call Center daily operating hours are from 0001 Hrs to 2400 Hrs (24 X 7).
Passengers can also make wheelchair requests as follows
- Via the website –
- Via a travel agent
Please note, for any bookings made through the internet or via a travel agent, it is the passenger’s responsibility to advise Air India directly of their specific needs. This will ensure the passenger’s booking has all the relevant information so that the
appropriate level of assistance can be provided.
Passengers will not be charged a convenience or booking fee for notifying the Call Center.
For further information on traveling on Air India please visit our website www.airindia.com or contact us direct.
Recommended reporting time for PRM at airports in UK : Passengers requiring special assistance are required to report to the airport at least 3similar to a normal passenger i.e. 3 hours before hours prior to the Scheduled departure time.
3 . INFORMATION ON SEATING ON BOARD
Passengers with reduced mobility /disability requiring assistance are boarded first and deplaned last for their comfort.
Persons with disability or reduced mobility will not be allocated seats where their presence would impede the crew in performing their duties, obstruct access to emergency equipment or impede the emergency evacuation path of the aircraft. However, efforts are
made to to ensure that such passengers are conveniently seated close to the toilet and on the aisle for their comfort and easy movement.
Efforts will also be made to allot seats to escorts immediately adjacent to the passenger they are escorting.
Passenger with stiff legs, fractured legs in plaster, paraplegics etc. are accommodated in seats allowing the maximum space for their comfort without interfering with the safety requirements.
A passenger dependent on a wheelchair is not permitted to have a child or an infant accompanying them .In such cases, the following procedures will apply:
a. An infant/child below 5 years is not permitted to travel with a lone PRM /Disabled passenger.
b. Such infant/child below 5 years must be accompanied by an additional Hostess.
c. A child above 5 years travelling with a lone PRM /Disabled passenger. will be treated as an Unaccompanied minor and handled accordingly.
The Commander and the Cabin Crew are fully briefed on all such cases including their medical history, if any, to enable the Cabin Crew to provide every assistance on-board
On arrival, passengers are assisted in deplaning and an escort provided up to the baggage hall or the connecting carrier in the event of an onward connection / government formalities.
4 . INFORMATION ON FITNESS TO FLY
Medical Clearance Not Required:
Medical clearance or special forms are not required for Passengers with reduced mobility, who only require special assistance at the airport at the time of embarking or disembarking.
Medical Clearance Required:
For those passengers, who are permanently or chronically incapacitated and do not need medical clearance but may only require assistance, in order to facilitate their travel, the Medical Department of any any carrier may issue a Frequent Travelers’ Medical
When such cards issued by the medical authority of any Carrier are presented within the validity, these may be accepted for travel as a medical clearance.
Generally, the following passengers will be subject to clearance from the AI Medical Services Department , if the passenger :
For passengers requiring Medical Assistance :
a ) Suffers from any disease, which is believed to be actively contagious and communicable;
b) Who, because of certain diseases, or incapacitation may have or developed an adverse physical condition which could have an adverse effect during flight and on safety and emergency evacuation procedures;
c) Would require medical attention and / or special equipment to maintain their health during the flights;
d) There exists a possibility of medical condition aggravated during or because of the flight;
e) Who is travelling in a stretcher or incubator on board the aircraft.
f) Who needs medical oxygen during the flight.
g) Who requires an extra space to accommodate leg elevation.
- An information sheet ( Please Refer to our Website to download the Form ) must be filled-up giving all information on the medical assistance required by the passenger, at the time of booking
- Where it is determined that a medical clearance is required, a MEDIF Form, is required to be completed by their attending doctor.
- The completed form must be forwarded to the Air India Medical Services Department for necessary clearance.
- In general, MEDIF should reach Medical Services Department seven days prior to the day of travel. However, such a request shall be made at least 48 hours (DGCA India requirement) prior to scheduled departure of flight.
5 . INFORMATION ON WHEN A CARER WILL BE REQUIRED
Generally passengers with reduced mobility who are not able to reach an emergency exit without assistance in reasonable time should be escorted.
Requirement of travelling of an escort with a person with disability/ reduced mobility shall be advised by our Medical Department during the process of Medical Clearance.Efforts are made to allot seats to escorts , immediately adjacent to the passenger they
6 . INFORMATION ON ASSISTANCE DOGS
- A trained dog trained to lead the blind, which accompanies the passenger with impaired vision will not be carried unless proper permits are obtained for entry into the country or territory of destination and countries of transit, where such permits are
- All permits are required to be presented at the time of reservation
- The dog must be properly harnessed, muzzled and vaccinated.
- The dog may be carried in the passenger cabin or in the hold depending upon the individual country’s regulations as well as size of the dog
- The dog shall not be permitted to occupy a seat
- The dog will be carried free of charge in addition to the normal free baggage allowance
- If any country or territory on the route prohibits the entry of dogs, carriage will be refused
- All formalities required by the government authorities at the departure /destination and transit stations are complied with
- On ultra long haul and non-stop flights, Pets/Dog in the passenger compartment or hold is not permitted
7 . INFORMATION ON OXYGEN
Depending upon oxygen requirements, oxygen cylinders are provided by AI by advance arrangement, free of charge. The quantity of oxygen to be carried will be determined by Air India’s medical deptt based on flow rate advised by the treating physician.
Carriage of personal Portable Oxygen Concentrators (POC) is permitted subject to prior clearance by our Medical, Engineering and Commercial Deptt. Please contact the airlines office at least 48 hrs before departure.
The POC should be:
- FAA approved
- Battery operated
- Passenger should carry enough spare non-spillable batteries to last for the entire duration of the flight.
8 . INFORMATION ON HOW TO GET TO AND FROM THE TOILET ON-BOARD
Disabled passengers or persons with reduced mobility are conveniently seated close to the toilet and on the aisle for their comfort, subject to safety regulations.
On our wide body fleet of B777 and B-787, on- board wheel chairs are available to assist passengers to access toilet facilities. In order to facilitate passengers requiring wheelchair assistance at the airport, Air India ensures that Wheelchair requests are
adequately recorded and confirmed in the reservation record of Air-India and interline journey.
9 . INFORMATION ON TOILETS ON BOARD
All Toilets on our wide body fleet are accessible to PRMs.
10 . COMPENSATION FOR MOBILITY EQUIPMENT
Utmost care is taken to ensure that the mobility equipment is carried safely. However, in the unlikely event of any damage, compensation may be provided as per the applicable laws (if this is the Montreal Convention this should stated) .
11 . INFORMATION ON HOW TO COMPLAIN
Feedback and Complaints:
Passengers are welcome to submit feedback including comments and/or complaints. See http://www.airindia.in/feedback-form.htm
You may also wish to contact our Call Center see http://www.airindia.in/customer-support.htm
12 . INFORMATION ON PRM HELPLINE
Air India UK Call Center number is 02077603290 (Normal call charges apply). Call Center daily operating hours are from 0001 Hrs to 2400 Hrs (24 X 7).