IATA Airport Handling Manual

AHM 176A
ACCEPTANCE AND CARRIAGE OF PASSENGERS WITH REDUCED
MOBILITY (PRM)
Introduction
The passenger handling best practices presented in this section are excerpts of the Passenger Services Conference Resolution
Manual (PSCRM) related to Passenger handling only. For more information regarding the Recommended Practice or to obtain
the complete document please consult the PSCRM directly.

RESOLUTION 700
ACCEPTANCE AND CARRIAGE OF PASSENGERS REQUIRING SPECIAL
ASSISTANCE
PSC(38)700(Except Expiry: Indefinite
Canada and USA) Type: B

WHEREAS passengers with reduced mobility are increasingly given the possibility to travel by air, and the Members of
IATA recognise the need to standardise the conditions for travel or such persons so as to facilitate their acceptance and
handling and their carriage on interline Journeys, it Is RESOLVED that.

Section 1- Definitions, Categories and Acceptance

1.1 DEFINITIONS
1.1.1 Passengers with Reduced Mobility (PRM)
The definition of passengers with reduced mobility is understood to be any person whose mobility is reduced due to
physical disability {locomotory or sensory) intellectual impairment, age. illness or any other cause of disability and who
needs some degree of special accommodation or assistance over and above that provided to other passengers. This
requirement will become apparent from special requests made by the passengers and/or their family or by a medical
authority. or reported by airline personnel or industry-associated persons (travel agents, etc.). The level or assistance
required by the airport and/or the Carrying Members can vary depending on the different needs that people have when
travelling by air.

1.2 CATEGORIES
Passengers with reduced mobility are categorised into various groups distinguished by passenger requiring special
assistance and medical case. These are identified in airline mes.sages by AIRIMP codes.

1.2.1 Passengers requiring special assistance:

BLND (Blind Passenger)- specify if accompanied by service animal.
DEAF (Deaf Passenger)- specity if accompanied by service animal.
DPNA- Disabled passengers with intellectual or developmental disability needing assistance (specify details)
MAAS- Meet and Assist (specify details)
SP (Special needs passenger)- to be optionally entered after the passenger's name on the ticket.
WCHR (1) (Wheelchair-R for Ramp)- passenger can ascend/descend steps and make own way to/from cabin seat
but requires wheelchair for distance to/from aircraft, i.e. across ramp, finger dock or to mobile lounge as applicable.
When service animal is accompanying passenger, specify the type of animal in free text of SSR Item.
WCHS (1) (Wheelchair-S for Steps)- passenger cannot ascend/descend steps, but is able to make own way
to/from cabin seat; requires wheelchair for distance to/from aircraft or mobile lounge and must be carried up/down
steps. When service animal is accompanying passenger, specify the type of animal in free text of SSR Item.
WCHC (1) (Wheelchair-C for Cabin Seat)- passenger completely immobile; requires wheelchair to/from air-
craft/mobile lounge and must be carried up/down steps and to/from cabin seat. When service animal is accompanying
passenger, specify the type or animal in free text or SSR Item.
WCLS (1) Wheelchair- Lithium ion battery to be transported by a passenger which will require advance
notification/preparation. Weight and dimensions may be specified. Wheelchair and battery must be claimed and
rechecked at each interline transfer point.
Note: (1) specify if passenger is travelling with own wheelchair and use the applicable codes I.e. WCBD. WCMP or
WCBW or if a passenger is requesting a wheelchair on board use code WCOB.

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1.2.2 Medical Case:

LEGL (Leg in cast) - for passengers with a left leg in a lull cast or (used knee, (only to be used in conjunction with
SSR code MEDA).
LEGR (Leg in cast) - for passengers with a right leg in a full cast or fused knee. (only to be used in conjunction with
SSR code MEDA).
LEGS (Leg in cast)- for passengers with both legs in a full cast, (only to be used in conjunction with SSR code
MEDA).
MEDA (Medical case) - company medical clearance may be required . Generally not to be used for passengers with
reduced mobility who only require special assistance or handling. However, depending on the reason for reduced
mobility, it may be necessary to have a medical clearance in some cases.
OXYG (Oxygen)- for passengers travelling either seated or on a stretcher, needing oxygen during the flight (only to
be used in conjunction with SSR Code MEDA).
STCR (Stretcher Passenger).
Note: Fees, if any, relevant to the provision of special lnflight arrangement needed or for carrier-provided special
equipment shall be subject to carrier's regulation and the passenger shall be informed accordingly.
1.3 ACCEPTANCE
1.3.1 General
Subject to the rules and conditions of this Resolution, Members shall participate in interline transactions conceming the
carriage of passengers with reduced mobility. Members shall ensure that each interline Member participating in the
transportation has specifically agreed to participate in the carriage of such Passenger.

1.3.2 Exceptions
Notwithstanding 1.3.1 , Members:
1.3.2.1 may refuse to carry or continue to carry persons:
1.3.2.1 (a) whose carriage because of their physical or medical conditions, on the basis of established facts, could pose a
threat to the safety of other passengers and their property, the aircraft or the crew: and/or
1.3.2.1(b) who refuse to, or do not submit themselves to the specific conditions of carriage to meet safety requirements
established by international. Community or national law or in order to meet safety requirements established by the authority
that issued the air operator's certificate to the air carrier concerned;
1.3.2.2 may refuse to engage in interline transactions for carriage, or to commence/continue interline transportation of
disabled persons:
1.3.2.2(a) whose conduct, status, mental or physical condition is determined by the Member to be such as to render them
incapable of assisting in their evacuation of the aircraft {e.g. persons travelling in a stretcher or incubator. persons with
severe mobility impairment, persons with severe hearing and vision impairment) unless they are accompanied by an escort
who will be responsible for them and their needs on enplaning and deplanlng during flight, and during emergency
evacuation,
1.3.2.2(b) who may be a source of infection, in the case of certain diseases of public health significance. or
1.3.2.2(c) whose carriage, even with the implementation or special precautions, might cause unusual hazard or risk to
themselves or to other persons and property, or
1.3.2.2(d) who cannot use the standard airline seat, either in a sitting nor reclining position, e.g. stretcher cases, for the
class of service desired. If Carrying Member(s)' regulations permit, alternative arrangements may be made;
1.3.2.3 any differences of opinion among participating Members about the need or qualification of an escort must be
resolved between the medical departments concerned.

1.3.3 Limitation s
Members may not limit the numbers or types of passengers with reduced mobility on their flights. except where required for
safety reasons or if applicable government safety regulations limit such numbers.

Section 2-Medical Clearance

2.1 MEDICAL CLEARANCE NOT REQUIRED
No medical clearance or special forms are required for passengers who only require special assistance in the airport, or in
embarking/disembarking.

2.2 MEDICAL CLEARANCE REQUIRED

A medical clearance by the medical department/advisor of the Member in contact with the passenger shall be required:
2.2.1 Whenever the Member in contact with the passenger(s) (or person delegated by the Member) has received
information that any passengers:

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2.2.1(a) suffer from any disease which is believed by such Member or person to be communicable in the course of air
travel or
2.2.1(b) who, because of certain diseases, or disability may have or develop an unusual behaviour or physical condition,
which may endanger o r affect the safety, health, or materially affec t the comfort of other passengers or crew, or
2.2.1(c) can be considered to be a potential hazard to the safety of the flight or the punctuality thereof (including the
possibility of a diversion of the flight and unscheduled landing), or
2.2.1(d) would require medical attention and/or special equipment to maintain their health during the flight. or
2.2.1(e) might have their medical condition aggravated during or because of the flight.
2.2.2 Such passengers shall be subject to prior clearance for air travel by the medicaJ departments/advisers of all carrying
Members, on the basis of information in respect of their physical and/or mental condition, obtained by the Member in
contact with the passenger through its medical departmenUadvisor directly or through a licensed physician familiar with the
condition of the passenger. In order to obtain such clearance, medical information must be provided and transmitted when
seats are requested on the flight of another Member. Additionally, when a Member receiving a request for travel has
reasonable grounds for doubt about the passenger's disability. such Member shall r equir e medical information for
clearance purposes.
2.2.3 Members can deny transportation to passengers needing medical clearance, unless they meet the requirements of
the carrying Members.

Section 3-Flow of Information and Reservation Procedures

3.1 SUBMISSION OF INFORMATION
3.1.1 Information Sheet for Passengers Requiring Special Assistance (optional)
3.1 .1.1 For each disabled passenger, the Information Sheet for Passengers Requiring Special Assistance as shown in
Attachment 'A' hereto, or a similar form of handling advice (either printed on paper or displayed in an automated system)
containing all information. in the same sequence, on the assistance required by the passenger, shall be completed by the
selling office in contact with the passenger. A copy should be attached to the Passenge( s ticket. This procedure will not
apply to passengers whose only disablement Is blindness or deafness.
3.1 .1.2 Where clearance by the medical departrnents/advisors of au carrying Members is required Medical Information
(MEDIF), or a similar form providing the same medical information on the passenger, shall be completed by the attending
physician. The MEDIF shall then be returned to the designated office of the Member in contact with the passenger for
onward transmission of data to the booking Membe's reservation office, which in tum will transmit the data to each
carrying Member's reservations office, in accordance with A4A/IATA Reservations Interline Message Procedures-
Passenger (AIRIMP), for clearance with its medical departmenVadvisor. The data in MEOIF shall not be divulged to
unauthorised parties.

3.1.2 Medical Information Form (MEDIF)

3.1.2.1 A completed MEDIF form as shown in Appendix E Section 6 of the IATA Medical Manual (http://www.iata.org/
pubhcations/Pages/medicat•manual.aspx) is required for each passenger:
3.1.2.1(a) for which fitness to travel is in doubt, as evidenced by a recent instability, disease, treatment, or operation or
other conditions outlined in section 2.2, or
3.1.2.1(b) whose medical condition requires provision of special services, such as a stretcher, oxygen, and other medical
assistance or the carriage of special medical equipment.

3.1 .3 Frequent Traveller's Medical Card (FREMEC)

3.1 .3.1 In order to facilitate air travel by regular passengers who are permanently disabled or chronically ill, members are
encouraged to develop a system for automatic Frequent Travellefs Medical Clearance (FREMEC). Whenever special
assistance or handling is required, the necessary information should be part of the system and the Information Sheet for
Passengers Requiring Special Assistance (see 3.1. 1) should be used for obtaining the detailed requirements.
3.1.3.2 Since this system is intended mainly for the issuing airline. it would ideally be electronic based and integrated to the
reservation system. However, it could also be paper based, such as the example shown In Appendix E Section 6 of the
IATA Medical Manual in which case other airlines could also
honour it should they so wish.
3.1.3.3 The size and location of headings in the boxes, and print size/type, may be varied (but nothing else). Addition of
translations is optional but, as this form will have to be understood in many countries at time of issuance and after
completion . it shall include English text, except where internationally understood medical terms are used.

3.2 RESERVATION PROCEDURES

3.2.1 Action by Booking Member
3.2.1.1 Passengers Requiring a Medical Clearance
Where clearance by the medical departments/advisors of all carrying Members is required under 2.2 or 3.1.1, "MEDA" shall
be inserted in the SSR field of the PNR and the passenger advised that the MEDIF, or a similar form providing the same

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medical information on the passenger, shall be completed by the attending physician. The completed MEDIF form shall be
returned to the originating carrier. The required data from the document shall then be transmitted by the originating carrier
to each carrying Member's reservations office in accordance with A4A/IATA Reservations Interline Message Procedures•
Passenger (AIRIMP) for clearance with its medical department/advisor. The MEDIF data shall not be given to unauthorised
parties.

3.2.1.2 Passengers Not Req uiring a Medical Clearance

Whenever making reservations for passengers with reduced mobility not requiring a medical clearance (including FREMEC
Cardholders) (and escorts when required), requesting special arrangements and/or handling to be made, the following
information shall be obtained and recorded in the reservations record (PNR):
NATURE OF DISABILITY AND REDUCED MOBILITY (briefly explai n)
SPECIAL ASSISTANCE REQUIRED (specify)
• At origin point.
• A t connecting point(s).
• A t final destination.
Onboard, e.g . special seating, onboard wheelchair, leg-rest. etc.
APPLICABLE CODE, E.G. WCHR, WCHS, WCHC 1, WCOB, WCBW, WCBD, WCMP, DEAF, BLND, etc.
This information shall be transmitted by the booking Member to the reservations office(s) of the carrying Member(s) in
accordance with AIRIMP.

3.2.2 Action by Receiving Reservations Offices

The reservations department receiving such a request for special assistance or handling, shall notify the booking Member if
the passenger is acceptable or not and (where necessary) under what conditions. The carrying Member may ask the
booking Member for additional information before giving a final reply to the request.

Section 4-Feedback, Finalising Action and Ticketing

4.1 FEEDBACK AND FINALISING ACTION
4.1.1 The booking Member's reservations office is responsible for coordinating the replies obtained from all carrying
Members, and for finalising the entire transaction.
4.1.2 If the passenger accepts all of the conditions and charges, the booking Member shall finalise the transactionwith the
office in contact with the passenger.
4,1,3 If the passenger does not accept, or if any modifications are required to existing arrangements, the booking Member
shall be responsible for appropriate action.

4.2 TICKETING
4.2.1 In order to ensure that Members' ticketing and ground handling staff are alerted at all stages to the special
procedures and arrangements made for the passenger, Members may use the special purpose code (SP) to follow the
passenge(s name in the "Name of Passenger• box of the ticket or other document.
4.2.2 Charges to be collected by the ticketing Member for services (carrier provided or not) such as oxygen, ambulance,
other special equipment, etc. shall be collected on a Miscellaneous Charges Order (MCO), providing a separate exchange
coupon for each service/honouring party. Any such MCO shall be issued in connection with the ticket. Reference to the
MCO shall be entered in the "Restrictions/Endorsements" box of the relevant night coupon(s).
4.2.3 Passengers with reduced mobility escorts shall always be ticketed separately.

Section 5-Handling on the Ground and In Flight

5.1 EQUIPMENT
When any of the following equipment or service is provided by Members or their handling agents:
• wheelchairs.
oxygen,
• stretchers,
• lifting services.
devices for s upporting limbs, etc.,
• any other specialised equipment to support passengers with reduced mobility;
such equipment or service will be provided in accordance with the providing or carrying Member's policies, the respective
government regulations, and applicable rates and charges provided for in the Member's tariffs/regulations.

1 When WCHC is used. an explanation of the extentof the immobility should be included in the
OTHS element.

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5.2 PROCEDURES
5.2.1 Verification of Passengers with reduced mobility at Time of Check-in
At time of check-in, carrying Members may be alerted by the special purpose code (SP) on the passenger ticket and shall
verify that all local provisions required for the assistance and carriage of the passenger with reduced mobility have been
made available. When ii is discovered al check-in that passengers with reduced mobility have not met the requirements of
this Resolution, Members shall endeavour to make arrangements to fulfil them without delaying the flight. When time and
circumstances do not permit this to be done, the passengers may be permitted to travel if in the opinion of the passenger
and the Member, the passenger is able to adequately care for himself/herself during the flight.

5.2.2 Action Upon Refusal or Removal of Passengers with reduced mobility

Whenever a passenger with reduced mobility Is denied transportation at point of origin or al a connecting point, the
Member (or any person delegated by it) taking the decision lo refuse or remove such passenger shall be responsible for
immediately notifying all down line transfer stations and destination station shown on the passenger's ticket, and the
originating Member if known, stating the reason for such refusaVremoval and full details of any consequent action taken or
10 be taken.

5.2.3 Availability of Wheelchairs and/or Other Asslstlve Devices

5.2.3.1 Wheelchairs
5.2.3.1(a) Members shall endeavour to make available al all stations. wheelchairs for boardlng/disembarldng purposes and
within airport facilities, before departure, during intermediate stops and on arrival. Members shall endeavour not to restrict
the movement of passengers with reduced mobility within the airport.
5.2.3.1(b) Passengers travelling with their own folding wheelchair or assistive device may request it to be carried in the
passenger cabin where storage facilities are available. Such requests will be handled on a "first come first served" basis.
Where such facilities do not exist, the wheelchair or assistive device will be loaded in the baggage hold where it is easily
accessible for timely return to the Passenger.
5.2.3.1 (c) Passengers who intend to check-in their own wheel-chair shall be given the option of using a station/airport
wheelchair. If the passengers prefer 10 use their own wheelchair within the airport, they should be permitted to use it up lo
the aircraft door.

5.2.3.2 Other Assistive Devices

To board/disembark passengers with physical disabilities not travelling on stretchers. Members shall endeavour 10 have
available narrow wheelchair-type devices, without armrests. that can be moved about in the passenger cabin. Members
shall endeavour to have available onboard a special wheeled chair capable of carrying passengers with physical disabilities
to enable them to use lavatory facilities,or as a boardingldisembarkation vehicle where these are not available.

5.2.3.3 Stretchers
Members shall endeavour to make stretchers and associated equipment, e.g. blankets, pillows, sheets, nursing materials
and privacy curtains, available for passengers who cannot use the standard airline seat in a sitting or reclining position for
the class of service desired. The carriage of stretchers applies to Members who transport stretcher passengers.

5.2.4 Boarding, Seating and Briefing Passengers with reduced mobility

5.2.4.1 Boarding
The presence of all categories of passengers with reduced mobility, their escorts and any special arrangements made for
them while on board, shall always be referred to the pilot in command/senior cabin crew member. Passengers with
reduced mobility and their escorts shall normally be offered pre-boarding facilities. If passengers for any reason have to be
offloaded, the highest possible priority for transportation should be given to passengers with reduced mobility, and to their
escorts.

5.2.4.2 Seating
Passengers with reduced mobility shall not normally be restricted to any particular cabin or seating areas. Members shall
ensure that passengers with reduced mobility are not allocated. neither occupy, seats where their presence could impede
the emergency evacuation. Government or carrier safety regulations concerning seating shall be observed.

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5.2.4.3 Briefing
Before take off, certain categories of disabled passengers and their escorts may be individually briefed on safety on board
instructions, emergency procedures, cabin layout and specialised equipment supplied by lhe Member. The responsibility
ror such special briefing rests wilh each carrying Member's cabin crew. Blind passengers may be briefed verbally. and such
briefing may be backed up by Braille brochures.

5.2.5 Loading of Special Equipment required by passengers with reduced mobility

Special equipment required by passengers with reduced mobility in connection with their trip, if not carried in the passenger
cabin, shall be loaded in the baggage holds where it is easily accessible for timely return to lhe passenger. Any such item
must be properly identified and tagged, must always travel with the passenger, and shall be loaded in such a way as to be
readily and immediately available al transfer and destination points (see also Resolution 745b).
In addition lo the AIRIMP codes and definitions cl wheelchair passengers (WCHR, WCHS and WCHC) the following
AIRIMP Wheelchair equipment codes and definitions shall be used:
WCBD (Dry cell battery)- lo be transported by a passenger which may require advance notifi-
cation/preparation/(dis}assembly. Weight and dimensions may be specified. Wheelchair and battery must be claimed
and rechecked at each interline transfer point.
WCBW (Wet cell battery)- to be transported by a passenger which may require advance notifi-
cation/preparation/(dis)assembly. Weight and dimensions may be specified. Wheelchair and battery must be claimed
and rechecked at each interline transfer point.
WCMP (Manual power)- to be transported by a passenger. Weight and dimensions may be specified.
It ls recommended that when loading wheelchairs In aircraft holds or containers, Members utilise stowage receptacles such
as polyethylene bags or cardboard cartons. This will help to prevent loss of detachable parts or damage to the wheelchair
or other baggage loaded with it.

5.2.6 Transit stations

Passengers with reduced mobility requiring special assistance or protection from disturbance, and their escorts, shall
normally be permitted to stay on board during transit stops, subject to the observance of applicable safety rules.

5.2.7 Disembarkation at Point of Transfer or Destination

Where requested, the Members shall make arrangements for assisting passengers with reduced mobility in matters relating
10 inbound governmental clearance and baggage delivery. Wheelchairs and other assistive devices checked in shall, within
the shortest possible lime, be delivered as close as possible to the door of lhe alrcrafl However, the passenger may, at his
option. use a stationfairport wheelchair.

5.2.8 Downline Notice

The Member checking in the passenger with reduced mobility (or any person delegated by such Member) shall be
responsible ror advising Its ground staff at transit stations and at the airport of disembarkation about the presence or
passengers with reduced mobility and the location of wheelchairs and assistive devices on board and about the need to
arrange for special assistance.

5.2.9 Responsibility of Members at Transfer Points

5.2.9.1 when an interline connection is involved, the Delivering Member will have completed its responsibility ror
handling/assisting the passenger with reduced mobility when such passenger has been transferred to and accepted by the
Receiving Member;
5.2.9.2 in the event of the Receiving Member being unable to provide any previously confirmed services, such Member
shall make whatever arrangements are necessary lor the care and welfare of the passenger:
5.2.9.3 in the event of a schedule irregularity causing the delivering Member's flight to miss the connection of the receiving
Member, it shall be the responsibility of the delivering Member to make whatever arrangements are necessary for the care
and welfare of the passenger;
5.2.9.4 in the event of a schedule irregularity causing the receiving Membefs flight either to be cancelled or not 10 operate
on schedule, the original receiving Member shall be responsible to make whatever arrangements are necessary for the
care and welfare of the passenger.

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5.2.10 Handling Information

When transmitting handling information in the Information Sheet for passengers requiring special assistance other than in
normal reservations messages, use the Reference Codes on the form. Answer all items, including those not applicable.
Example:
CPHKPSK
.FRAKPLH 070900
A PSGR WUEROEMANN/AG/MR
B LH243Y/07NOV/FRA CPH HK SK157Y/07NOV/ CPH OSL HK
C PARAPLEGIC
0 NIL
ENIL
F WCHC NEEDS CHAIR ON ARVL OSL
GNIL
H NIL
KNIL
LNIL

Section 6-0ther Aspects

In the handling of passengers with reduced mobility, it is recommended that Members also be guided by the provisions or
the following Recommended Practices:
1700a, 1700b. 1700c, 1700d and 1700e.

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RESOLUTION 700
Attachment 'A'
Information Sheet for Passengers Requiring Special Assistance

1. Name/ First name/Title

2. Passenger name record (PNR)
3. Proposed itinerary
Airline(s), flight number(s)
Class(es). date(s).segment(s)

4. Nature of disability
5. Stretcher needed onboard? Yes No
6. Intended escorts _ Yes No
Name Title Age
PNR if different
Medical qualification Yes No Language spoken

7. Wheelchair needed _ Yes No

Wheelchair categories _ WCHR _ WCHS WCHC Own wheelchair _Yes No
CollapsibleWCOB Yos No Wheelchair type_WCBO _wcaw - WCMP

8. Ambulance needed (to be auangedby the Airline) _ Yes No

If yes, specify destination address
II no, .specify ambulance company contact

9. Meet and assist Yes No

If designated person, specify contact

10. Other ground arrangements needed Yes No

If yes, specify
Departure airport
Transit airport
Arrival airport

11. Special inflight arrangements needed _ Yes No

If yes, specify type of arrangements (special meal, extra seat, leg rest, special seating)
Specify equipment (respirator, incubator, oxygen, etc)
Specify arranging company and al whose expense

12. Frequent traveller medical card (FREMEC) Yes No

If yes, specify FREMEC number, issued by, expiry date

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