Assisted passengers – steps to follow

Melisa Koekemoer,
a travel expert at
Flight Centre Travel
Group, asked fellow travel
agents on Open Jaw to
advise her on how to book
a flight for an above-average
sized client who uses a
self-contained breathing
apparatus.
Most agents were unsure
of how to go about booking
a flight while still ensuring
the client remains satisfied.
Several airlines, including
British Airways and SAA,
explained the procedures
that were necessary
when passengers require
special assistance.
Ask for assistance –
When a passenger
has a request that
is out of the norm,
such as wheelchair
assistance,
mobility aids or
escorts.
When to notify the airline
Agents booking flights with
Emirates, British Airways, Air
Mauritius and SAA need to
notify the airline at the time
of booking (or at least 48
hours before departure).
Clearance certificate?
Clients who are pregnant
and close to giving birth;
require an oxygen
supply carriage; need a
stretcher on board; have a
serious sickness or injury;
suffer from any cardiac or
cerebral condition; have
recently been diagnosed
with a disease; undergone
treatment or surgery
or require upper torso
support, will need a medical
clearance certificate before
boarding.
If medical clearance is
required, agents should
advise clients to speak
to their doctor, who must
complete a medical
information form that can
be found on the airline’s
website.
The amount of time
needed to arrange medical
assistance varies from
airline to airline.
SAA says the
form must be
faxed to its special
bookings division
within ten days of
the intended flight. RwandAir
says medical clearance is
usually granted within 48
hours but may take longer
depending on the complexity
of the case.
Air Mauritius needs a
minimum of one week
prior to departure and if
passengers need oxygen
on board there will be an
additional cost of US$150
(R1 871) per kit, which
needs to be booked and
paid for at least 48 hours
prior to departure.
Agents are advised to
send through the medical
clearance form for approval
before tickets are issued.
When clients can’t fly
Clients who have contagious
or unstable medical
conditions will be denied
medical clearance and
prevented from flying.
However travellers are
assessed on an individual
basis.
Agents are also advised
to tell their clients to
inform check-in staff that
they requested special
assistance and to check in
early to allow them to board
first.
From her experience,
Melisa advises agents to
first look at the options on
the route they want to book
and then find out from the
airline if the assistance
the client needs will be
guaranteed.