Air Carrier Access Act Technical Assistance Manual (2005)

Advance Notice Only for Particular Services and Equipment

You may require up to 48 hours’ advance notice and one hour’s advance check-in from a passenger with a disability who wishes to receive the following services:

• Transportation for a battery-powered wheelchair on an aircraft with fewer than 60 seats;

• Provision by the carrier of hazardous materials packaging for the battery of a wheelchair or other assistive device;

• Accommodations for 10 or more passengers with disabilities who travel as a group; and

• Provision of an on-board wheelchair on an aircraft that does not have an accessible lavatory for passengers with disabilities who can use an inaccessible lavatory but need an on-board chair to do so. [Secs. 382.33(b)(5)-(8)]

Example: While making his reservation, a passenger with a disability gave the reservation agent 48 hours’ advance notice that he would need an aisle chair to access the lavatory on his upcoming flight. The flight is on an aircraft with more than 60 seats and it does not have an accessible lavatory. During the call, the passenger is made aware of the fact that the lavatory is inaccessible, but explains that he can use an inaccessible lavatory as long as he has access to a carrier-provided aisle chair. Because the passenger has complied with the advance notice requirement here, normally this information would have been entered into the passenger’s reservation record (otherwise known as the passenger name record (PNR)) by the carrier and the request for an aisle chair would have been handled through that notification process. You are a new gate agent for your carrier and when this passenger approaches you at the gate more than an hour before the scheduled departure time of the flight and asks about the aisle chair, you are not sure how to reply. What should you do?

To begin, as a matter of good customer service, you should tell the passenger that you are not sure but you will find out for him. You should ask a colleague and, if necessary, contact a CRO. When you ask your colleague, you are told that all aircraft with more than 60 seats in your carrier’s fleet maintain an in-cabin aisle chair. Once you receive this information you should assure the passenger that an aisle chair is available so he can use the inaccessible lavatory on the aircraft.