Passenger Handling and Passenger and Baggage Handling Codes

Passenger Handling

Safety rules and procedures shall always be applied during the:

• Boarding and disembarking of the passengers;
• Loading and unloading of baggage, cargo and mail;
• Servicing of the aeroplane on the ramp.

Passenger and Baggage Handling Codes

The codes shown below are used on The Company flights, to identify passengers that require special treatment, or baggage that requires special handling. When used on Load Sheet the codes (and the details) are entered in the ‘Remarks’ box of the respective destination. Loading position (when needed) is shown in accordance with the numbering of the aeroplane compartments.

When required, handling agent shall submit to Commander, written or oral information, containing details about passengers that require special treatment or baggage that require special handling. Notification to Captain (NOTOC) form is not appropriate means, as it is intended only for special load transported as cargo.

Minimum Number of Cabin Crew Onboard during Ground Operations

Whenever any passengers are onboard an aeroplane during ground operations, the required minimum number of cabin crew for the appropriate aeroplane type shall be present in the passenger cabin.

Refusal of Boarding

The Commander may refuse to carry or may remove any person holding a valid ticket enroute when he, exercising reasonable discretion, decides that:
• Such action is necessary in the interest of safety;
• Such action is necessary to prevent violation of any applicable law, regulation or order of any state or country to be flown from, into, or over;
• Conduct, status, age, mental or physical condition of the passenger is so as to:
   - Require special assistance of The Company personnel which cannot be provided,
   - Cause difficulties or make himself objectionable to other passengers,
   - Constitute or create any hazard or risk to him or to other persons or property;
• The passenger fails to observe instructions issued by Company personnel.

Commander shall not permit any person to be carried onboard aeroplane who is obviously under the influence of intoxicating liquors or drugs.

Should it become necessary to remove a passenger from a flight, station representative/handling agent shall be immediately informed and requested to initiate necessary action.

This does not apply to persons under the influence of intoxicating drugs who are subject of such condition following emergency medical treatment after commencement of flight, or to persons under medical care accompanied by personnel specifically trained for that purpose.

Passenger Classification

The following designations are used regarding age classification:

Adults

The allocation of seats to adult passengers is controlled through the weight and balance system (refer to OM Part A, Chapter 8.1.8.3). Only those passengers who appear reasonably fit and strong should be seated adjacent to an emergency exit.

Children

Children are subjected to the following transportation regulations:

• Children of two years or older shall have their own seat;
• Children may only travel with an accompanying adult;
• They are not allowed to sit alone in a seat row, but always directly besides an accompanying person. The accompanying person may be an adult, brother or sister, who shall be at least 16 years old;
• With seat belt signs ON, they are not allowed to sit on the lap of an adult;
• If the seat belt is too long, proceed as follows: Place the child completely to the back of the seat; put a pad or a blanket between the body of the child and the seat belt; then, tighten the seat belt. Ensure that the seat back is in an upright position during take-off and landing.

Unaccompanied Minors

The Company does not accept unaccompanied minors (UM) under the age of 12 for travel.

Minors under 12 years of age must be accompanied on the same reservation by a passenger of 16 years or over who will take full responsibility of the minor.

Infants

Infants are subjected to the following transportation regulations:

• Infants, less than 14 days old, are not accepted.
• Any infant (less than 2 years old) shall be attended by an adult (more than 18 years old). This adult may hold the infant in his arms and the safety belt of this adult seat shall not strap the infant but only the adult. A supplementary loop belt or other restraint device may be used for the infant.
• Infants with their accompanying persons are not allowed to sit in the seat rows at the exits and emergency exits.
• In case of a pressure loss, oxygen masks shall be available in the respective seat rows.
• During take-off and landing, with the seat belt signs ON and whenever the situation should require, infants shall be kept sitting on the lap of an adult, preferably their parent, secured with an Infant Seat belt.

Seat Allocation

When passengers are boarding, cabin crew shall give instruction about seat allocation and hand baggage storage.

All persons onboard aged 2 years or more shall occupy a fixed seat fitted with a safety belt. The number of passengers on each seat row shall not be higher than the number of life vests and oxygen masks available on this row. Multiple occupancy of passenger seat is not allowed except in the case of an infant.

Reseating of Passengers

The reseating of passengers is only permitted when Commander requests so, due to operational reasons.

Exit Row Seating Assignment

Seats that permit direct access to emergency exits shall be assigned only to Able-Bodied Passenger (ABP).

Able-Bodied Passenger (ABP) is designated by the cabin crew if he/she complies with the following:

• Not obviously physically handicapped/able-bodied;
• Not obviously mentally handicapped/able-minded;
• Appear healthy and in good physical condition;
• Age above 12 years;
• Of normal body weight;
• Should speak English and/or other language understood by passengers;
• Shall be willing to assist;
• Preferably travelling alone.

DHC, company employees (or other airline staff), security staff and similar should be preferably designated as ABP.

In all other cases, passengers who because of their condition might hinder other passengers during an evacuation or who might impede the crew in carrying out their duties should not be allocated seats that permit direct access to emergency exits.

The following categories of passengers are among those who should not be allocated to, or directed to seats that permit direct access to emergency exits:

• Physically or mentally handicapped;
• Blind or deaf;
• Children or infants (whether or not accompanied by an adult);
• Passengers whose physical size would prevent them from moving quickly;
• Passengers who are elderly and frail;
• Pregnant women;
• Deportees or passengers in custody;
• Passenger accompanied by Seeing Eye Dog;
• Adult with infants;
• Passengers who are unwilling to assist in the event of an emergency.

Passengers in Need of Assistance

Refer to CCM.

Definitions

Passenger with Reduced Mobility (PRM): A PRM is a person whose mobility is reduced due to physical incapacity (sensory or locomotive), an intellectual deficiency, age, illness or any other cause of disability when using transport and when situation requires special attention and the adaptation to a person’s need of the service made available to all passengers.

Quadriplegia: Paralysis of all four limbs.

Paraplegia: Paralysis of lower limbs.

Wheelchair Passengers: There are three categories of wheelchair passengers:

• WCHR (R for Ramp):
- Is able to climb and descend steps and walk to the seat;
- Needs a wheelchair for the distance to and from the aeroplane.

• WCHS (S for Steps):
- Is unable to climb and descend steps;
- Is able to walk slowly to the seat;
- Requires a wheelchair for the distance to and from the aeroplane;
- Shall be carried up and down steps.

• WCHC (C for Cabin seat):
- Is completely immobile;
- Requires a wheelchair to and from the aeroplane;
- Shall be carried up and down steps and to and from the cabin seat.

Arthritis: Pain/inflammation of joints.

Paralysis: Total loss of movement in some/all joints.

Multiple Sclerosis: A disease affecting mobility in limbs.

Passengers with Reduced Mobility (PRM)

As a rule, the number of disabled persons and persons with reduced mobility shall not exceed the number of able bodied passengers capable of assisting in an emergency. It is permitted to carry up to a maximum of 28 passengers with reduced mobility (PRM), including maximum 10 WCHC/WCHS/WCHR on any one Company flight.

Passengers requiring special services such as INF, UM, WCH, BLND, etc. shall never be seated in emergency exit rows or on jump seats.

Escort

The escort shall:

• Be an able bodied person aged 16 or older;
• Be seated adjacent to the passenger with reduced mobility;
• Assist PRM in all circumstances.

The role of escort in transportation of PRM is essential in assisting the crew in cases of emergency evacuation of the passenger cabin. Cabin crew shall familiarize him with safety procedures.

Seating Assignment

PRM passengers shall not be seated in rows with emergency exits. They should be seated (one in each row) close to emergency exits in a manner neither to impede the crew members in their duties, nor to obstruct access to emergency exits or emergency equipment. They are permitted to occupy any seat within the row, provided the egress to the aisle of any able-bodied passenger, located in the same row, is not blocked by the mobility impaired passenger.

Note: Blind or visually impaired passengers and deaf or hearing impaired passengers requiring no additional assistance are subject to the PRM seating restrictions but not subject to number limitation of PRM carried on board.

Wheelchair Passengers

The following regulations apply to the transportation of wheelchair passengers:

• They will be boarded ahead of other passengers, and disembarked later;
• If a Jetway is not available, then the boarding and disembarkation should be done by an Ambu-Lift. If that is not available, then the wheelchair passenger may be taken by the steps to/from the aeroplane;
• Cabin crew may assist the wheelchair passenger, but are not obliged to carry of shift the passenger;
• They shall not be seated next to emergency exits;
• Cabin crew are responsible to ensure that the patient is secured for take-off and landing.

Blind and / or Deaf Passengers (BLND, DEAF)

Blind (BLND) or deaf (DEAF/DEAF MUTE) passengers are accepted on Company flights and should be given the assistance necessary to ensure a safe and comfortable journey.

Guide dogs may be accepted as PETC (refer to OM Part A, Chapter 8) with the note SEEING/EYE/DOG.

BLND, DEAF and DEAF MUTE passengers do not need an escort and there is no limit to the maximum number allowed onboard.

Blind and visually impaired passengers and escorts shall have special briefing onboard by cabin crew before take-off in order to orientate the passenger to the surrounding and to acknowledge the procedures in an emergency.

Medical Case Passenger (MEDA)

A medical case passenger is a passenger who:

• May require more assistance and help – onboard the aeroplane and on the ground than is given to other passengers;
• Shall be cleared for transportation confirmations were received by the departments concerned.

Categories of Medical Case Passengers:

MEDA: Passenger who has a medical incapacitation for which medical clearance will be required.

MEDA + Oxygen request: Medical case passenger travelling in a seat or on a stretcher, needing oxygen during the flight.

STCR: Passenger transported on a stretcher.

Passengers Requiring Stretcher (STCR)

Company generally does not accept passengers requiring stretcher. The exception to this policy is subject to prior written Company approval (Flight Operations Manager consent).

In that case the following regulations apply:

• Stretcher installation may be provided and installed only at home base (subject to availability and approval);
• Passenger shall be cleared by the airport/airline physician or passenger personal physician;
• Incapacitated passenger on a stretcher shall be escorted by an adult person (escort is either a doctor/nurse or a family member to provide the required en-route care);
• The patient shall be transferred to the aeroplane stretcher or vice versa by qualified medical staff only;
• They will be boarded first, if possible, and disembarking last;
• The patient is always positioned in the aeroplane with the head pointing forward;
• Vacant seat inboard of stretcher shall be left empty.

Cabin crew are responsible to ensure that the patient is secured by medical personnel and is secured for take-off and landing.

Expectant Mother

Expectant mothers in good health may be accepted for travel up to and including the 35th week, subject to the following conditions:

• Expectant mothers in good health up to the 35th week of pregnancy who may be accepted for carriage, should hold a medical certificate of fitness from their attending Doctor
• Expectant mothers beyond their 35th week of pregnancy will not be carried under any circumstances.

It is the responsibility of the passenger to consult her Doctor before undertaking a flight.

The number of weeks she is pregnant at the time the Doctor signs the certificate of her fitness for air travel, must be clearly stated in the certificate.

Expectants mothers shall not be seated in emergency rows due to safety reasons.

Preferably, aisle seat should be offered to expectant mother.

Meet and Assist / Language (MAAS / LANG)

It is The Company policy to ensure that passengers such as:

• Elderly people; and
• Passengers with insufficient knowledge of foreign languages, are given special attention and assistance.

Such special attention is called:

• Meet and assist (MAAS), for elderly people who need help, e.g. because they are first time travellers.
• Language (LANG), for passengers who speak only a language not understood at all stations.

MAAS and LANG passengers do not need an escort and there is no limit to the maximum number allowed onboard.