Airline Passenger Special Assistance Handling Checklist
This airline passenger special assistance handling checklist ensures compliance with DOT 14 CFR Part 382 (Nondiscrimination on the Basis of Disability in Air Travel), FAA 14 CFR Part 121 passenger handling requirements, the Air Carrier Access Act (ACAA), DOT accessibility guidance, and IATA Passenger Services Conference Resolution 700 (passengers with special needs). Designed for airline customer service supervisors and gate agents handling passengers requiring special assistance.
- Industry: Aviation
- Frequency: Per Event
- Estimated Time: 20-30 minutes
- Role: Customer Service Supervisor / Gate Agent Lead
- Total Items: 30
- Compliance: DOT 14 CFR Part 382 Disability Nondiscrimination in Air Travel, Air Carrier Access Act (ACAA), FAA 14 CFR Part 121 Passenger Requirements, IATA Passenger Services Conference Resolution 700, DOT Airline Passengers with Disabilities Rights
Pre-Notification and Planning
Advance special assistance planning.
- SSRs (Special Service Requests) received from reservations?
- Required equipment (wheelchairs, aisle chairs, lifts) ordered?
- Flight crew notified of passengers requiring special seating/assistance?
- Jetway boarding lift or aisle chair available for level-entry?
- Bulkhead/accessible seats held for passengers with mobility disabilities?
Wheelchair and Mobility Services
Wheelchair service compliance.
- WCHC (Wheelchair Cannot Walk) passengers prioritized for boarding?
- Aisle chair available for transfer to aircraft seat?
- Passenger's own wheelchair/scooter tagged and gate-checked?
- Power wheelchair battery documentation completed per IATA DGR?
- Trained personnel available for boarding/deplaning assistance?
Sensory and Communication Needs
Sensory disability accommodations.
- Sighted escort offered to visually impaired passengers?
- Written or visual safety information available for deaf passengers?
- Service animal accommodated per DOT Part 382?
- Portable oxygen concentrators (POC) and medical devices accepted per FAA?
- Passenger medication storage/refrigeration needs accommodated?
Priority Boarding and Seating
ACAA boarding rights.
- Pre-boarding offered to all passengers who need it?
- Passenger accommodated in seat meeting disability needs?
- No qualified passenger denied boarding due to disability?
- Traveling companion seated adjacent if acting as safety assistant?
- Exit row seats not assigned to passengers unable to assist in emergency?
Unaccompanied Minors
UM handling procedures.
- UM documentation complete (authorization, contact, escort chain)?
- UM personally escorted through entire airport process?
- UM delivered to flight attendant on aircraft and ID verified?
- Receiving adult confirmed at destination before departure?
- Connecting UM handed off gate-to-gate?
Records and Complaints
Special handling documentation.
- Special assistance handling logged in station records?
- Any complaints by passengers with disabilities documented?
- Passengers informed of DOT complaint procedure if requested?
- Damaged assistive device claim initiated per DOT requirements?
- Special Handling Notes
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Why Use This Airline Passenger Special Assistance Handling Checklist?
This airline passenger special assistance handling checklist helps aviation teams maintain compliance and operational excellence. Designed for customer service supervisor / gate agent lead professionals, this checklist covers 30 critical inspection points across 6 sections. Recommended frequency: per event.
Ensures compliance with DOT 14 CFR Part 382 Disability Nondiscrimination in Air Travel, Air Carrier Access Act (ACAA), FAA 14 CFR Part 121 Passenger Requirements, IATA Passenger Services Conference Resolution 700, DOT Airline Passengers with Disabilities Rights. Regulatory-aligned for audit readiness and inspection documentation.
Frequently Asked Questions
What does the Airline Passenger Special Assistance Handling Checklist cover?
This checklist covers 30 inspection items across 6 sections: Pre-Notification and Planning, Wheelchair and Mobility Services, Sensory and Communication Needs, Priority Boarding and Seating, Unaccompanied Minors, Records and Complaints. It is designed for aviation operations and compliance.
How often should this checklist be completed?
This checklist should be completed per event. Each completion takes approximately 20-30 minutes.
Who should use this Airline Passenger Special Assistance Handling Checklist?
This checklist is designed for Customer Service Supervisor / Gate Agent Lead professionals in the aviation industry. It can be used for self-assessments, team audits, and regulatory compliance documentation.
Can I download this checklist as a PDF?
Yes, this checklist is available as a free PDF download. You can also use it digitally in the POPProbe mobile app for real-time data capture, photo documentation, and automatic reporting.