Organization of transportation of passengers with disabilities. Passengers with disabilities. Passengers in wheelchairs
Disabled and sick passengers require special assistance when boarding and disembarking an aircraft, during the flight and during airport services due to their mental or physical condition. Therefore, according to airline regulations, the number of passengers with disabilities on board an aircraft should not exceed the number of passengers who can assist them.
It is prohibited to accept on board passengers who require additional oxygen during the flight, have contraindications regarding the use of oxygen cylinders, and are transported on stretchers. Flight may also be denied if the presence of a passenger (for medical or other confirmed reasons) could cause harm to the crew, passengers or the aircraft.
Transportation of disabled passengers
If during a flight the physical or mental health condition or age of a passenger can lead to deterioration of health, as well as pose a threat to life, they are accepted on board only with a medical certificate certified by the seal of a medical organization and the signature of a doctor.
The airline has the right to require a statement from the passenger that the airline is not responsible for possible consequences, and he assumes all responsibility.
Transportation of persons requiring special assistance
According to airline rules, passengers with infectious diseases (if there is a possibility of infecting other passengers, except for childhood diseases); those in need of medical equipment during the flight; Passengers whose limbs are immobilized in plaster casts or splints, or who require assistance due to mental or physical health conditions, or who pose a threat to the crew, other passengers, property or the aircraft, are considered to require special assistance. Their transportation is carried out only with a medical certificate indicating the flight number and date, and in the presence of an accompanying person (over 15 years old) who is able to provide the necessary assistance and apply measures of influence (if necessary).
Transportation of disabled passengers
Incapacitated passengers are transported only if they have a medical certificate authorizing the flight. It may specify additional requirements regarding carriage (if necessary). Passengers in this category are the first to board and the last to leave.
Elderly people, deaf or blind passengers, as well as children with infectious diseases (measles, chickenpox) do not require a medical certificate, the presence of accompanying persons or special assistance during the flight. They receive assistance at the airport and while boarding and disembarking the plane.
Passengers who are blind or deaf can bring a guide dog on board. During the flight, it should be on the floor at the feet of the owner. It is mandatory to have a muzzle, a leash and a document that confirms the special training of the animal.
Order of the Ministry of Transport Russian Federation(Ministry of Transport of Russia) dated February 15, 2016 N 24 Moscow "On approval of the Procedure for providing disabled passengers and other persons with disabilities with services at airports and on aircraft"
In accordance with paragraph 13 of Article 106.1 of the Federal Law of March 19, 1997 N 60-FZ " Air Code Russian Federation" (Collected Legislation of the Russian Federation, 1997, No. 12, Art. 1383; 1999, No. 28, Art. 3483; 2004, No. 35, Art. 3607, No. 45, Art. 4377; 2005, No. 13, Art. 1078; 2006, No. 3290, 3291, No. 1, No. 27, No. 46, No. 49, No. 50 , art. 6239, 6245; 2008, no. I, art. 3418, no. 3616; ; 2010, N 30, Art. 2011, N 7, Art. 50, Art. 7351; 2012, Art. 3268, Art. 4318, No. 53, Art. 7585; 2014, N 16, Art. 1830, 1836, N 30, Art. 4254, Art. 5615, N 27, N 29 (Part I), Art. , 4356, 4379, 4380; 2016, N 1 (part I), art. 82) I order:
1. Approve the attached Procedure for providing disabled passengers and other persons with disabilities with services at airports and on aircraft.
And about. Minister E. Dietrich
The procedure for providing disabled passengers and other persons with disabilities with services at airports and on aircraft
1. The procedure for providing disabled passengers and other persons with disabilities with services at airports and on aircraft (hereinafter referred to as the Procedure) was developed in accordance with paragraph 13 of Article 106.1 of the Federal Law of March 19, 1997 N 60-FZ "Air Code of the Russian Federation" Federation" (Collection of Legislation of the Russian Federation, 1997, No. 12, Art. 1383; 1999, No. 28, Art. 3483; 2004, No. 35, Art. 3607, No. 45, Art. 4377; 2005, No. 13, Art. 1078 ; 2006, No. 3290, 3291; 2007, No. 1, No. 27, No. 46, No. 49, No. Art. 6239, 6244, 2008, No. 1, Art. 3418, Art. 3616, No. 17, Art. 3616; 2010, No. 4014; 2011, No. 7, No. 15, 2023, 2024, No. 30, No. 48, No. 50 , art. 7351, art. 3268, no. 53 (part 1), art. 7585, art. 2882, art. 2014; , N 16, Art. 1836, N 30 (Part I), Art. 4254, Art. 27, N 29 (Part I), Art. 4342, 4356, 4379, 4380; 2016, N 1 (part I), art. 82).
2. This Procedure applies to domestic and international air transportation of disabled passengers and other persons with disabilities on regular and charter flights.
3. Passengers from among the disabled and other persons with disabilities for booking and concluding a contract air transportation can contact the carrier or carrier's agent directly at air transportation sales points, either by phone or email, or book a passenger seat and capacity independently through information systems.
4. Passengers from among the disabled and other persons with disabilities are required to inform the carrier or carrier’s agent when booking and concluding an air transportation contract, and when concluding a sales contract tourism product- to the tour operator or travel agent about their existing disabilities, as well as about the dimensions, weight and other characteristics of individual means of transportation (including the availability and specifications batteries) carried on board the aircraft.
5. The carrier or the carrier’s agent, when booking and concluding an air transportation agreement, must provide disabled passengers and other persons with disabilities with information:
on services provided by the carrier on board the aircraft;
on services provided at the airport, in accordance with subparagraphs 1 - 5 of paragraph 7 of Article 106.1 of the Federal Law of March 19, 1997 N 60-FZ "Air Code of the Russian Federation";
on procedures for air transportation and issuance of personal vehicles used by passengers.
6. When concluding an agreement on the sale of a tourism product, a tour operator or travel agent must provide disabled passengers and other persons with disabilities with the information specified in paragraph 5 of this Procedure.
7. Services at airports and on board aircraft are provided to disabled passengers and other persons with disabilities upon request for services.
Request for the need for services provided by the carrier on board the aircraft, in accordance with subparagraph 2 of paragraph 19 of this Procedure, as well as for services provided at the airport, in accordance with subparagraphs 1 - 5 of paragraph 7 of Article 106.1 of the Federal Law of March 19, 1997 . N 60-FZ "Air Code of the Russian Federation" and paragraph 16 of this Procedure are presented by passengers with disabilities and other persons with disabilities to the carrier or carrier's agent when booking and/or when concluding an air transportation agreement, or to a tour operator or travel agent when concluding a sales agreement. tourist product.
8. The carrier or the carrier’s agent is obliged to ensure the acceptance of requests submitted by disabled passengers and other persons with disabilities regarding the need for services provided by the carrier on board the aircraft, as well as about services provided at the airport, in accordance with subparagraphs 1-5 of paragraph 7 of Article 106.1 of the Federal Law of March 19, 1997 N 60-FZ "Air Code of the Russian Federation", at points of sale of air transportation of the carrier or carrier's agent, by telephone or e-mail, or when booking air transportation via the Internet information and telecommunications network .
When booking air transportation via the Internet information and telecommunications network, the carrier or carrier's agent provides the opportunity to detail the request for the need for services in the appropriate request field or by telephone.
9. Agreements between carriers, carrier agents, persons providing services in the area and buildings of the airport terminal complex for departing and arriving passengers (hereinafter referred to as the service organization), and tour operators or travel agents must provide for the procedure for mutual information about the availability and content of disabled passengers and other persons with disabilities requests for service needs.
10. Providing passengers with disabilities and other persons with disabilities with passenger seats on board the aircraft is carried out taking into account compliance with flight safety requirements.
The carrier is obliged to take all possible measures to accommodate passengers with disabilities and other persons with disabilities and accompanying persons accompanying them on board the aircraft.
11. The service organization is obliged to ensure that at the entrances to the airport terminal complex and in other places determined by the service organization, the place of arrival at the airport for passengers with disabilities and other persons with disabilities, equipped with a call (notification) button, other technical equipment providing a call (notification) funds in accordance with the legislation of the Russian Federation.
Upon receiving a call, employees of the service organization are required to arrive at the passenger meeting point to provide the services provided for in this Procedure within a period of time not exceeding 20 minutes.
12. The service organization, through sound and visual warnings at the airport, and if there is an official website of the airport on the Internet information and telecommunications network also on the website, is obliged to provide information about the services provided to disabled passengers and other persons with disabilities on the territory of the airport the order in which they are provided, including:
1) on the location of passenger arrival points at the airport, equipped with a notification (call) button;
2) about the locations of wheelchairs for moving passengers around the airport;
3) on the location of parking lots allocated for passengers;
4) about meeting places for passengers;
5) telephone numbers where you can get additional information;
6) on the location of places for walking guide dogs;
7) about transport for moving between terminals, other ground transport;
8) on restrictions when transporting individual vehicles used by passengers (size, weight, other design features);
9) about services for the provision of wheelchairs (or electric chairs) for moving around the airport;
10) on the procedure for contacting employees of the service organization;
11) on the procedure for providing services provided at the airport, in accordance with subparagraphs 1 - 5 of paragraph 7 of Article 106.1 of the Federal Law of March 19, 1997 N 60-FZ "Air Code of the Russian Federation", as well as other services provided at the airport.
13. Upon request for a need for services submitted by passengers with disabilities and other persons with disabilities when booking and concluding an air transportation agreement or when concluding an agreement on the sale of a tourism product, the following services are provided at the airport by the service organization without charging an additional fee:
1) support and assistance in check-in and baggage handling;
2) support and assistance during the passage of border, customs, sanitary-quarantine, veterinary, quarantine and phytosanitary types of control provided for by the legislation of the Russian Federation, as well as during pre-flight inspection;
3) accompaniment and assistance when boarding an aircraft, including, if necessary, the use of ambulifts for passengers who are unable to move independently;
4) boarding a passenger seat on board an aircraft as a priority;
5) disembarkation of passengers from the aircraft using wheelchairs and (or) ambulatory lifts, carried out after other passengers have exited, including accompaniment and assistance in moving objects carried by passengers on board the aircraft;
6) personal meeting of passengers by employees of the service organization at the airport of arrival;
7) escort and assistance in moving passengers in the terminal building.
14. Upon request for services from passengers with disabilities and other persons with disabilities, submitted directly to the service organization at the airport, the following services are provided without charging additional fees:
1) meeting passengers at the place of arrival and providing assistance when moving around the airport if passengers notify about their arrival;
2) provision of wheelchairs and (or) other means for moving passengers around the airport;
3) provision of temporary use of wheelchairs to passengers unable to move independently in the event of a delay in delivery to the destination airport or stopover airport of a special mobility aid belonging to the passenger, or loss or damage (spoilage) of this aid during air transportation;
4) providing assistance in walking guide dogs.
15. In the event of a delay in the departure of an aircraft, an employee of the service organization regularly, in accordance with the technology approved by the service organization, or upon the call of a disabled passenger and other persons with disabilities, assists him in providing information about the departure of the aircraft.
16. Disabled passengers and other persons with disabilities must be provided with the opportunity to remain in their own wheelchair (except for an electric wheelchair) until boarding the aircraft.
The power wheelchair used by the passenger is checked in as checked baggage upon check-in.
Passengers using a power wheelchair are required to carry a set of keys/tools for disconnecting the wheelchair battery terminals, as well as battery packaging in accordance with the ICAO Technical Instructions for the Safe Transport of Dangerous Goods by Air1.
Disconnection and connection of the battery terminals of an electric wheelchair is carried out by passengers independently or upon request of the need for services - by the service organization.
17. The issuance of wheelchairs used by passengers with disabilities and other persons with disabilities at the airport of destination or stopover airport is carried out in the baggage claim area upon request for the need for services submitted in accordance with paragraph 7 of this Procedure, or submitted when check-in for the flight, immediately after passengers disembark from the aircraft.
At the transfer airport, the issuance of wheelchairs used by passengers with disabilities and other persons with disabilities is carried out upon a request for the need for services submitted in accordance with paragraph 7 of this Procedure, or presented at check-in for the flight, in the baggage claim area, or immediately after disembarking from the aircraft, provided that the minimum connecting time with the flight on which the passenger has a reserved seat is more than four hours.
If there is no request for the wheelchair used by the passenger at the transfer airport or if the connecting time with the flight on which the passenger is booked is less than four hours, the service organization is obliged to provide passengers who are unable to move independently with a wheelchair for mobility around the airport.
18. At the airport and on board the aircraft, passengers with disabilities and other persons with disabilities perform medical procedures, take food and medications, personal care, sanitary and hygiene procedures, as well as look after a guide dog independently or with the help of accompanying persons.
The carrier does not lift or carry disabled passengers and other persons with disabilities.
19. On board the aircraft, the carrier provides the following services to disabled passengers and other persons with disabilities:
1) familiarization with the rules of behavior on board the aircraft and other up-to-date information in a form accessible to passengers;
2) provision of temporary use of an on-board wheelchair for movement on board an aircraft to passengers unable to move independently upon a request for a need for services submitted in accordance with paragraph 7 of this Procedure;
3) assistance in placement hand luggage carried by the passenger on board the aircraft;
4) assistance in moving to the toilet and back, including the use of an onboard wheelchair, for passengers who are unable to move independently.
20. The luggage of disabled passengers and other persons with disabilities at the airport of departure must be loaded onto the aircraft in such a way that at the destination airport it is possible to unload it from the aircraft first.
21. Wheelchairs and other assistive devices used by passengers with disabilities and other persons with disabilities are transported as checked baggage in the luggage compartments of the aircraft.
In the passenger cabin of the aircraft, folding wheelchairs and other auxiliary devices used by passengers are allowed to be transported, the weight and dimensions of which do not exceed the dimensions of hand luggage established by the Federal Aviation Regulations. General rules air transportation of passengers, baggage, cargo and requirements for servicing passengers, shippers, consignees", approved by Order of the Ministry of Transport of Russia dated June 28, 2007 N 82 (registered by the Ministry of Justice of Russia on September 27, 2007, registration N 10186), as amended by orders Ministry of Transport of the Russian Federation dated October 8, 2008 N 165 (registered by the Ministry of Justice of Russia on December 24, 2008, registration N 12964), dated October 25, 2010 N 231 (registered by the Ministry of Justice of Russia on December 14, 2010, registration N 19174), dated April 2, 2012 N 88 (registered by the Ministry of Justice of Russia on May 5, 2012, registration N 24083), dated April 30, 2014 N 114 (registered by the Ministry of Justice of Russia on May 23, 2014, registration N 32421), dated July 16, 2014 No. 187 (registered by the Ministry of Justice of Russia on August 25, 2014, registration No. 33780) (hereinafter referred to as the Federal Aviation Regulations).
22. Wheelchairs used by disabled passengers and other persons with disabilities are accepted for air transportation provided that passengers submit a request for services in accordance with paragraph 7 of this Procedure.
Wheelchairs used by passengers are accepted for air transportation without charging an additional fee.
23. Organization of interaction, coordination, operational control of the process of servicing passengers with disabilities and other persons with disabilities, as well as processing requests for the need for services at the airport (including requests from carriers according to the automated booking system in the format of standard PAL/CAL messages) are carried out specialized division of the service organization.
24. Services for disabled passengers and other persons with disabilities are carried out by performing the following sequential actions:
24.1. Upon departure: start of service (starts from the moment information about the arrival of passengers at the airport is received) - check-in for the flight, departure to board the aircraft, end of service - boarding the aircraft (completion of accommodation on board the aircraft).
24.2. Upon arrival: obtaining information about the presence of disabled passengers and other persons with disabilities on board the aircraft, when placing the aircraft in a parking area that is not equipped with a boarding bridge, calling a special vehicle/ambulift (for passengers with an escort service to the passenger seat on board the aircraft aircraft, passengers on stretchers, passengers who, for medical reasons, require the use of an oxygen cylinder) and a request for an escort service, aircraft arrival, disembarkation of passengers from the aircraft, delivery to the arrival hall, baggage collection.
25. Services for disabled passengers and other persons with disabilities in the station areas are carried out by performing the following sequential actions:
25.1. When passengers contact an employee of a service organization on the territory of the terminal area or in the hall of the airport complex with a request to provide them with assistance in transportation, the employee of the service organization informs a specialized unit of the service organization about this.
25.2. An employee of a specialized unit of the service organization accompanies (transports) the passenger and his luggage to the first aid station, if the passenger needs medical services, or to the check-in counter, if the passenger does not need medical services and wishes to check in for the flight in the prescribed manner.
25.3. The inspection of passengers and their luggage, as well as the inspection of persons accompanying them, including employees of a specialized unit of the service organization, carried out at the entrances to the airport, is carried out out of turn.
26. Services for departing passengers with disabilities and other persons with disabilities are carried out by performing the following sequential actions:
26.1. The check-in line manager checks in passengers and checks in luggage out of turn.
If the passenger is traveling to the transfer airport, the check-in line dispatcher, in the absence of restrictions on the issuance of a wheelchair at the transfer airport, checks with the passenger on which sections of the air transportation require the wheelchair being used to be issued to the passenger.
26.2. Upon arrival at the service area, an employee of a specialized unit of the service organization transfers the passenger into a wheelchair provided by the service organization to move around the station and terminal areas, and delivers the wheelchair, registered as checked baggage, to the assembly room for subsequent transportation and placement on board the aircraft .
26.3. Wheelchair searches are carried out at the baggage inspection point.
26.4. When checking in for a flight, the check-in line manager checks the availability of the appropriate codes to provide the necessary service at the arrival airport. If necessary, the check-in line manager adjusts the special service code to meet the needs of passengers.
26.5. The check-in line controller allocates passenger seats that meet the needs of passengers, subject to compliance with flight safety requirements:
Passenger seats at emergency exits are not provided to disabled passengers and other persons with disabilities;
for the installation of stretchers, a number of passenger seats are provided upon payment for their use in the manner established by the Federal Aviation Regulations.
26.6. After passengers are registered for a flight during international air transportation, an employee of a specialized unit of the service organization delivers passengers to the customs control zone to undergo customs clearance and customs control, then to the passport control cabin for passengers to undergo the procedure border control out of turn.
26.7. After passengers pass through border control, an employee of a specialized unit of the service organization delivers passengers to the control zone (pre-flight inspection point), where passengers undergo pre-flight inspection of passengers and their belongings, and then delivers passengers to the boarding waiting area to the appropriate exit no later than the start time of boarding according to the aircraft maintenance schedule.
26.8. If the aircraft is installed at a parking area equipped with a jet bridge, the dispatcher at the boarding control desk, when the aircraft is ready, invites disabled passengers and other persons with disabilities to board the aircraft out of turn, before the rest of the passengers board. If, at the time of boarding for the flight, passengers with disabilities and other persons with disabilities are not at the boarding gate, the dispatcher at the boarding control desk provides priority service upon their arrival.
26.9. If the aircraft is installed in a parking area that is not equipped with a boarding bridge, passengers are transported using a special vehicle, an ambulift or an apron bus.
26.10. Employees of a specialized division of the service organization accommodate passengers on board the aircraft, accompanied by a flight attendant (the designated flight attendant whose area of responsibility includes the passenger seats of disabled passengers and other persons with disabilities) to the passenger seats indicated on the boarding pass.
27. Services for arriving passengers with disabilities and other persons with disabilities are carried out by performing the following sequential actions:
27.1. Disembarkation of passengers from the aircraft is carried out last, immediately after all passengers have disembarked, while an employee of a specialized unit of the service organization assists passengers in transferring from a passenger seat to a wheelchair provided by the airport.
27.2. An employee of a specialized unit of a service organization transports passengers to pass border control (during international air transportation). After passing border control, an employee of a specialized unit of the service organization accompanies passengers to the arrivals hall.
27.3. An employee of a specialized department of a service organization helps passengers retrieve their luggage. If a passenger has checked in a wheelchair as checked baggage, an employee of a specialized unit of the service organization receives the passenger's baggage, unpacks the wheelchair, brings it into working position, transfers the passenger to his wheelchair and accompanies the passenger and his baggage to the place of customs control (when carrying out international air travel). transportation).
27.4. If the luggage of a disabled passenger or other person with disabilities is lost, as well as damage to the luggage or loss of part of its contents, an employee of a specialized unit of the service organization delivers the passenger to the baggage tracing counter, where the passenger issues documents for the unreceived (damaged or with the loss of part of the contents) baggage and passenger customs declaration (when carrying out international air transportation) in the prescribed manner.
27.5. After receiving the luggage, an employee of a specialized unit of the service organization accompanies the disabled passenger and other persons with disabilities to the vehicle at the station area and provides assistance in boarding the vehicle and loading his luggage.
How often have you seen people with disabilities among airline passengers? I don't think often. And all because people simply do not know that quite a long time ago, at the international level, rules were developed for the transportation of passengers who, for health reasons, require slightly different flight conditions from the usual ones. Today, all airlines in Russia and the world provide air transportation services for disabled passengers.
Where to start preparing for a flight if a passenger is disabled?
When booking tickets, you should pay attention to the agent that the ticket is purchased for a disabled passenger. In this case, the agent makes a special note-request in the order. This request goes to the airline. Thus, the carrier receives a signal that on a certain flight and date it is necessary to take additional measures to ensure the boarding and disembarkation of a passenger with disabilities. As a rule, all airlines confirm the request to transport a disabled passenger within a few days. Therefore, it is worth booking tickets in advance. It is also important to understand here that some passengers are able to travel alone, while some require an accompanying person or several chairs for transportation, for example, for a patient on a stretcher. All this is also discussed when booking tickets.
It would also be a good idea to call the airline’s call center about a day before departure and make sure that the air ticket reservation contains the appropriate note that the passenger is disabled.
Completion of pre-flight procedures by a passenger with disabilities
Passengers with disabilities go through all pre-flight formalities out of turn. If a passenger uses a wheelchair, then his wheelchair should be in luggage compartment, and the person is provided with an airport stroller if the passenger’s condition allows this. In this case, the passenger’s personal stroller, stretcher or specialized chair is transported as baggage free of charge and is not included in the baggage allowance. People with disabilities can also take crutches, a cane, a walker and an oxygen tank into the salon free of charge. It is recommended to take the necessary medications with you into the cabin, and place the second set in your luggage. A guide dog, by the way, is also transported free of charge if it has all the supporting documents. A certificate confirming the permissibility of the flight is also required for a passenger with disabilities, because Without it, the airline has the right not to assume responsibility for transporting a disabled passenger.
Accommodation for disabled passengers on board the aircraft
Disabled passengers board the plane first. They are placed in places convenient for them, but not near emergency exits or in the front rows of seats. During the flight, they receive attention from accompanying persons or airline personnel. Such passengers are the last to leave the plane, receive their stroller or stretcher, and hand over the equipment received at the departure airport to the greeting staff at the arrival airport.
I hope that the information received will be useful to you, and that the flight will go smoothly and calmly.
The lack of ramps, door closers, and pedestrian crossing equipment significantly worsens the lives of people who use wheelchairs in our country. But not only movement, but also transportation of disabled people requires special adaptations. Our company makes its contribution to the adaptation of people with disabilities, so you can order specialized transport from us so that a person in a wheelchair can easily get to visit loved ones, to a hospital, treatment room or other destination.
How is the transportation of wheelchair users carried out in Moscow?
Transportation of wheelchair users is carried out on specialized
machines that are equipped with a convenient retractable ramp and lift.
Such equipment allows for quick and comfortable delivery of a person directly in a wheelchair.
The chair and the person are securely fixed. Stroller – 4-point fastening,
passenger - seat belts. There are handrails inside the car,
which are comfortable to hold on to. During the trip, drivers show
maximum caution and take into account the health characteristics of the passenger.
We understand that for most people with disabilities, transportation is a lot of stress, so we try to provide maximum comfort during boarding, travel and upon arrival at the place. It is advisable that loved ones pay special attention to the sick person before the trip, because with sincere support he will better endure it.
If you wish, you can order Additional services, such as driver assistance, escort or provision of a wheelchair.
Advantages of our services
Transportation of disabled people in Moscow with the help of our company has a number of advantages:
- the passenger may not leave his seat,
- We ensure complete safety while driving,
- We have our own fleet of vehicles, so we maintain a high level of offered cars,
- the cars are in excellent technical condition and undergo routine inspection without fail,
- We constantly try to improve.
Our services fully meet the stated characteristics, so traveling even over long distances is not tiring and brings pleasure.
You can order a car for transportation in Moscow or the Moscow region by calling the numbers listed on the website or placing an order online. We offer affordable prices and high quality services.
Taxi cost for disabled people in Moscow
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