16 Feb
Airline Travel For The Blind
WBU REPORT
PRESENTATION TO IATA
I am pleased to report a successful presentation to the IATA Passenger Services Conference on 23 September in Geneva. The reception given me by delegates
and officials alike was courteous and friendly. Participation included 86 delegates from 50 airlines plus 27 observers from the supplier community.
Presentation
After introducing the WBU to the Conference, I provided a short summary of the issues which emerged during the WBU survey carried out in August 2002.
The draft guidelines on Service to Blind Passengers were then presented for discussion, with interventions from Quantas, KLM, Iberia Airlines, Lufthansa,
and British Airways. The questions raised dealt with proposed EU legislation, the potential status of the guidelines (if adopted), and website access.
Recommendations
The following three recommendations, as approved by the WBU Executive Committee in Bulgaria, were adopted by the IATA Passenger Services Conference:
1. That IATA formulate a Recommended Practice providing guidelines for assistance to blind passengers;
2. That an IATA alert be issued to member airlines to raise awareness of blindness issues; and 3. That the WBU and IATA embark on a joint project to develop
appropriate staff training materials.
It is worth noting that the adoption of these recommendations was proposed by the Conference Chairperson herself, Patricia George of Air France, and that
the adoption was unanimous.
Current Text
I have been encouraged by the strong interest being shown in the guidelines as reflected in the inputs received since our meetings in Bulgaria and I acknowledge
with gratitude the comments received from WBU President Kicki Nordstrom, as well as from Monthian Buntan, Chris Friend, Penny Hartin, Emma Parker, Alexander
Neumyvakin, Norma Toucedo, Mokrane (Director of the EBU Office), and Jill Allen-King (Chairperson of the EBU Commission on Mobility and Guide Dogs). The
current text, as submitted to the IATA Conference, already incorporates some of the suggestions which have been received, but a balance will have to be
struck between what may be possible in the industrialized countries and what is practicable in developing countries. I continue to maintain that what we
need is a simple set of guidelines, written in plain language, and covering basic requirements. Over time legislation and examples of good practice will
further raise standards.
Text Development
An internal committee is to be formed at IATA to work with the WBU in the development of the final text. My hope is that the final text will become the
basis of a Recommended Practice to be adopted at the next IATA Conference. I therefore call for further discussion and input on the current text, as attached.
Areas for attention already identified include: - Extension of the guidelines to partially sighted persons, deafblind persons, and blind persons with additional
disabilities; - Curb-side assistance; - Preferred seating position; and - The position of guide dogs trained by schools not belonging to the International
Guide Dog Federation.
Conclusion
I hereby wish to thank the WBU for the opportunity to represent the organization in this important forum. I am happy to say that this has been done without
financial cost to the WBU.
William Rowland
Rowland@sancb.org.za
September 2003
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
1. 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.
2. Personnel Training
Airline personnel and ground staff should receive regular training in assistance to blind passengers.
3. Access to Information
Essential airline information should be made available in braille, and audio and large print formats. Websites should be accessible to blind users.
4. Consultation
Airline policies and procedures that apply to blind passengers should be developed in consultation with organizations representative of blind people.
5. 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
6. Safety Instructions
Braille safety instructions should be made available to blind passengers. Such instructions should include a tactile diagram indicating emergency exits.
7. Verbal Briefing
The use of oxygen masks and flotation jackets are to be demonstrated to blind passengers. The location of the nearest emergency exit is to be pointed out
as well as the position of the call bell.
8. 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 plane.
9. 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.
10. Independent Travel
There should be no barrier to blind persons travelling unaccompanied.
11. 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.
12. Menus
Meal menus should be read out to blind passengers prior to meal service.
13. Entertainment
Onboard entertainment systems should be accessible to blind passengers. Braille instructions or verbal briefings should be offered.
14. Surcharges
No extra charges are to be levied for services provided to blind passengers.
ON THE GROUND
15. Boarding and Disembarking
Blind passengers should be assisted in a timely fashion and not be made to wait unduly.
16. Guide Dogs
Airlines should allow only guide dogs that have been trained by member schools of the International Guide Dog Federation. Guide dogs should be wearing their
recognised harnesses on arrival at the airport and be pre-booked.
17. Wheelchairs
It is not appropriate to offer a wheelchair to a blind passenger or to insist on its use.
17. 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.
18. 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.
19. 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.
20. 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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