Your Wheelchair is Ready, Sir: Airline Policies & Blind Pasengers
By William Rowland (Rowland@sancb.org.za)
The doors of the plane were "disarmed" about twenty minutes ago and most of the passengers have disembarked, but I am still in my seat. On South African Airways "passengers needing assistance" wait until last. That's standard practice.
Now it's my turn and the cabin attendant accompanies me to the exit, where a wheelchair is waiting.
"I do not need a wheelchair. I'm blind, I prefer to walk," I say.
"It'll be quicker," the ground attendant assures me.
"Please don't waste your time. I prefer to walk."
And so an unhappy attendant and a displeased passenger proceed into the terminal, and towards the next incident.
In a survey conducted on behalf of the World Blind Union, the foisted wheelchair is cause of the commonest complaint among blind travellers. But there is much more, with complaints ranging from the merely irritating to the utterly bizarre. Many of the reported incidents are downright demeaning and some even dangerous.
My survey report was submitted for the attention of IATA (the International Air Transport Association) in Geneva, who argued that these problems should be raised with the airlines directly. We said that this was unacceptable and that a piecemeal approach would be ineffective.
At which point IATA relented and began to engage with us in the development of a Recommended Practice for adoption by their member airlines at an international conference. A draft document is now ready and being consulted to participating airlines and it is reproduced here for the interest and comment of Disability World readers.
GUIDELINES FOR SERVICE TO BLIND AIR TRAVELLERS
Blind air travellers are entitled to the same high quality service as all other passengers. Safety, dignity, and comfort are the watchwords for such service. Where adaptations to service prove necessary, care should be taken not to cause unnecessary stress or inconvenience.
GENERAL
- Extent of Provisions
Under these guidelines the provisions recommended for blind persons are intended to apply equally and with the necessary adaptations to partially sighted persons, deafblind persons, and blind persons with additional disabilities.
- Personnel Training
Airline personnel and ground staff should receive regular training in assistance to blind passengers.
- Access to Information
Essential airline information should be made available in braille, audio, and large print formats. Websites should be accessible to blind users.
- Consultation
Airline policies and procedures that apply to blind passengers should be developed in consultation with organizations representative of blind people.
- Offers of Help
The protocol should be to offer help where help appears necessary. If help is declined, the wish of the blind person should be respected.
IN THE AIR
- Safety Instructions
Braille safety instructions should be made available to blind passengers. Such instructions should include a tactile diagram indicating emergency exits.
- Verbal Briefing
The use of oxygen masks and flotation jackets are to be demonstrated to blind passengers. The location of the nearest emergency exit and of the nearest toilet are to be pointed out as well as the position of the call bell.
- White Canes
Blind passengers are to be allowed to retain their white canes in the seating area. Canes should not be removed and stored in another part of the cabin.
- Guide Dogs
Blind persons travelling with guide dogs are to be allowed to settle the dog at their feet and preferably should be seated at a bulkhead or where there is extra space. The dog should not be muzzled. If the flight exceeds two hours in duration water only should be offered to the dog. There should be no petting of the guide dog by airline personnel.
- Independent Travel
There should be no barrier to blind persons travelling unaccompanied.
- Meals and Duty Free
Meal service and duty free service should be offered to blind passengers in the same way and at the same time as to other passengers.
- Menus
Meal menus should be read out to blind passengers prior to meal service.
- Entertainment
Onboard entertainment systems should be accessible to blind passengers. Braille instructions or verbal briefings should be offered.
- Surcharges
No extra charges are to be levied for services provided to blind passengers.
ON THE GROUND
- Kerbside Service
Airlines should provide, on request, a kerbside service to enable blind passengers to transfer from public conveyances or taxis to the check-in counter.
- Boarding and Disembarking
Blind passengers should be assisted in a timely fashion and not be made to wait unduly.
- Guide Dogs
Airlines should allow only guide dogs that have been trained by official guide dog training schools. Guide dogs should be wearing their recognized harnesses on arrival at the airport and be pre-booked.
- Wheelchairs
It is not appropriate to offer a wheelchair to a blind passenger or to insist on its use.
- Passenger Assistance Unit (PAU)
In general blind passengers prefer not to make use of the PAU and choose to board and disembark in the regular manner.
- Interface between Airlines
Where blind passengers transfer from one airline to another, rules of responsibility should be clear at every stage. Blind passengers are to be carefully briefed on the arrangements that apply.
- Stopovers and Delays
During stopovers and flight delays blind passengers should be given the opportunity to obtain refreshments and visit the toilet. It is preferable to be seated in a public lounge where staff are readily on hand.
- Passports and Boarding Cards
Passports and boarding cards should be retained by blind passengers themselves and not be withheld by airport or airline personnel.
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