CAA issues guidance on assisting passengers with hidden disabilities
Airlines should ensure passengers with hidden disabilities are seated with a travelling companion at no extra cost and are looked after in the event of delays or cancellation, according to new guidelines issued by the Civil Aviation Authority.
The new guidelines have been published today, after being formulated in association with disability groups.
The CAA acknowledges some carriers already have good practices, but says all airlines need the right procedures in place to assist such passengers.
It says airlines need to have a clear and accessible pre-notification system in place allowing passengers to request special assistance at the point of booking and share information about a passenger’s assistance needs within their own organisation and with the airport and ground handling agents.
They should also ensure a passenger with a hidden disability is seated with a travelling companion at no extra cost, invest in quality training for staff so hidden disabilities can be identified and passengers assisted accordingly and ensure passengers with hidden disabilities are looked after in the event of flight delays and cancellations.
CAA director of consumers and markets Paul Smith said: "Hidden disabilities can include autism, dementia, epilepsy and a wide range of invisible medical conditions.
"Therefore, we are absolutely committed to ensuring everyone has equal access to air travel.
"Passengers with hidden disabilities can find airports and aeroplanes confusing and challenging environments, which is why we want to work with the industry to ensure the journey from check-in to arrival at a final destination is made as comfortable as possible.
"Our work with airports to improve assistance for passengers with hidden disabilities is now being extended to include airlines. Together we can ensure that the appropriate level of assistance and care is provided wherever and whenever it is required."
The full guidance document can be found at www.caa.co.uk/cap1603
Lisa
Lisa joined Travel Weekly nearly 25 years ago as technology reporter and then sailed around the world for a couple of years as cruise correspondent, before becoming deputy editor. Now freelance, Lisa writes for various print and web publications, edits Corporate Traveller’s client magazine, Gateway, and works on the acclaimed Remembering Wildlife series of photography books, which raise awareness of nature’s most at-risk species and helps to fund their protection.
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