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Air Transport Policy: Provision of Services for Disabled Passengers

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Added on  2020-11-09

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This article discusses the Malaysian Aviation Consumer Protection Code 2016 (MACPC) and the assistance required for disabled passengers during air travel. The article explains the assistance that is required to be provided by the airline or airport staff, the ground handling of mobility equipment, and the temporary replacement of damaged or lost mobility equipment. It also discusses the seating arrangements, training of personnel, and the redress mechanism for consumer disputes. The article emphasizes the need for consumer protection laws and regulations to ensure that consumers' rights are unprejudiced, especially those with disabilities.

Air Transport Policy: Provision of Services for Disabled Passengers

   Added on 2020-11-09

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MALAYSIAN INSTITUTE AVIATION TECHNOLOGYABB20103 AIR TRANSPORT POLICYQUIZ 03NAMENURUL AISYAH BINTI ABDUL RAHIMID53212119044CLASS3BAVM2LECTURERPROF. DATO’ AHMAD ZAHIR MOKHTAR
Air Transport Policy: Provision of Services for Disabled Passengers_1
Disabled passengers have special needs during air travel. What should the Government do toensure that the provision of the necessary services and facilities needed by these passengers arewell served.The Malaysian Aviation Commission (MAVCOM) has recently published a new set ofconsumer rights to enhance the rights of persons with disabilities travelling by air. Under the newlegislation, airport operators must ensure that the infrastructure is accessible and that services meetthe needs of people with disabilities. By introducing the Malaysian Aviation Consumer ProtectionCode 2016 (MACPC) under the Malaysian Aviation Commission Act 2015, and removing it from thescope of the Consumer Protection Act 1999, the Malaysian Government has chosen to specificallyregulate airline service standards. The Code aims to strike the right balance between the protectionof consumers in the aviation industry and the competitiveness of the aviation industry. By means ofthe MACPC, aviation consumers are protected under national law when travelling by air, whether inand from Malaysia.Disabled people are not required to inform the airline beforehand unless they are travellingwith an electrical mobility device or a companion. In such cases, they should immediately inform theairline at least forty-eight hours before the departure of their flight. Disabled people can never bedenied booking a flight or boarding unless the size of the aircraft or its doors make it physicallyimpossible to fill. Unlike other laws on disability discrimination, airlines do not have discretionarypowers to deny access to air travel. Disabled persons may be denied boarding only if their conditiondoes not comply with the safety requirements laid down by the Civil Aviation Department.The Second Schedule of MACPC 2016 has laid down the assistance that required to be doneeither by the airline or airport staff. The first assistance and arrangements necessary to enablepersons with disability is to; communicate their arrival at an airport and their request for assistanceat the designated points inside and outside terminal buildings; move from a designated point to thecheck-in counter; check-in and register baggage; proceed from the check-in counter to the aircraft,including the completion of immigration, customs and security procedures; board the aircraft, withthe provision of lifts, wheelchairs or other assistance needed, as appropriate; proceed from theaircraft door to their seats; store and retrieve baggage on the aircraft; proceed from their seats tothe aircraft door; disembark from the aircraft, with the provision of lifts, wheelchairs or otherassistance needed, as appropriate; proceed from the aircraft to the baggage hall and retrievebaggage, with completion of immigration and customs procedures; proceed from the baggage hall toa designated point; reach connecting flights when in transit, with assistance on the air and land sidesand within and between terminals as needed; move to the toilet facilities if required.
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