SOUTH AFRICAN AIRLlNK

PASSENGER PROCEDURE MANUAL VOLUME C

C 3 - 73

BLIND PASSENGERS

1. GENERAL

All requests for the conveyance of blind passengers must be directed to the SA Airlink Control Office. Dogs trained to lead the blind when accompanying a blind passenger who is dependent upon it may be carried in the passenger cabin provided the necessary dispensation form (see C 3 - 72) has been completed.

Such dogs will be regarded as unchecked baggage and will be carried without charge in addition to the passenger's normal free baggage allowance.

When the reservation is effected an "OS I" item must be entered into the PNR alerting the cabin crew and operational staff that the passenger is blind.

A blind passenger accompanied by a guide dog must be allocated 2C and 2B must be blocked off for the guide dog in the J41. A blind passenger may never be seated at the emergency exit seat. When the blind passenger is not accompanied by a dog he I she must be allocated the window seat 2C to permit the passenger sharing the row to reach the aisle without having to step over him I her.

When the reservation has been accepted, the SA Airlink Control Office, will notify:

(i) The Safety Officer

(ii) SA Airlink OCC

The following information will be reflected:

(i) Passenger's name, dates of travel and flight number.

(ii) Whether unaccompanied or accompanied by another person or travelling with a Guide dog.

(iii) Any other information, which may assist the staff on board the aircraft or at en-route stops to afford the necessary assistance such as passenger's wishes to remain on board at transit stops etc.


A few points to remember when handling blind passengers:

· Ask, don't assume what the blind person's needs are.

· Introduce yourself and explain what you will be doing.

· Verbalise and describe your actions to the blind passenger.

· Offer your arm to the blind person, you may ask which side they prefer you walk, on the left or the right side.

· When guiding the blind person to their seat, place their arm on the arm or back of the seat, so that they know which way the seat if facing.

2. MEETING AND ASSISTING BLIND PASSENGERS WITH GUIDE DOGS

Every passenger is an individual and this applies to blind passengers with Guide dogs no less than to other travellers. While, for some passengers accompanied by Guide dogs, our aircraft will be the first they have boarded; others will have clocked hundreds of hours of flying time before you meet them. All have certain things in common and they have been taught how to keep their dogs under good control, they are accustomed to moving about by themselves with the aid of their dogs and they are people of spirit who value their independence. This instruction has been prepared to help you make them welcome and comfortable aboard our flights.

3. WHAT IS A "GUIDE DOG"

The term Guide dog has been accepted into English vocabulary. A Guide dog is a dog carefully selected for temperament, size and strength, which has been thoroughly trained by qualified trainers to act as the eyes of a blind person. It has been trained to take its owner safely along pavements in crowded cities, across busy intersections, into shops and to the homes of others - thus making possible friendships which would otherwise be impossible without the help of another sighted human.

The blind person, too, has received intensive instruction in the care and control of the dog. He or she has been taught to keep it well groomed and healthy and does not permit it to run free. The dog should remain with its owner throughout the flight.

4. MEETING A GUIDE DOG PASSENGER

Dog and blind person work together as a closely co-ordinated team and any interference between them such as grabbing the harness or seizing the master's arm, can be distracting and dangerous. If it appears to you that help is needed, address the blind person directly, identify yourself as an employee of the airline, and offer assistance. You need not be fearful in approaching Guide dogs as they are taught to accept strangers calmly and are frequently exposed to new situations and people. However, they should not be touched or petted and flight attendants can help to discourage children, especially, from yielding to their natural desire to pat a dog.

5. GIVING DIRECTIONS AND GUIDANCE TO A BLIND PASSENGER WITH A GUIDE DOG

If it is necessary to give directions to a man or woman with a Guide dog, try to be specific in terms of right, left or straight ahead so the master can direct the dog properly. On the other hand, if you are walking with the pair through the terminal or to the aircraft, the blind person may temporarily drop the harness and ask you to act as guide while the dog heels on leash at the owner's left side. In this case, go to the individual's right side and offer your left arm. The blind person will hold it lightly above the elbow as you walk slightly ahead, and will thus sense your movements, steps up and down, and changes of direction. Escalators should be avoided as they can be damaging to a dog's paws.

6. PROCEEDING THROUGH SECURITY

Since there is a metal component in the dogs leather covered harness and the leash and collar are made of stainless steel; the metal detector will be activated if the dog passes through it. Consult the blind person about their preference. Some will be glad to have their dogs held by the leash while they pass through the metal detector, while others may prefer to be checked by a hand held detection device. In all instances, however, dog and master must proceed through inspection. The security check is as important for them as for other travellers.

7. GIVING DIRECTIONS AND GUIDANCE TO BLIND PASSENGERS NOT ACCOMPANIED BY A GUIDE DOG

The passenger will take hold of the guide's right arm with the left hand, or vice versa, just above the elbow, with the thumb on the lateral side (outside) and the fingers on the medial (inside). Younger children who cannot comfortably hold the guide's arm in this way can grasp the wrist. The upper part of the passenger's arm should be parallel close to his I her side and the forearms should be parallel to the ground. This position will automatically place him I her next to and one-half step behind the guide for normal walking. Do not take hold of a blind person by the arm and attempt to steer them as they may feel that he is being pushed and this may confuse him whereas he will prefer to follow where you lead.

8. DEALING WITH DOORWAYS, NARROW OPENINGS, CROWDED OR DANGEROUS PLACES

The guide indicates to the passenger the approach of a doorway or a narrow opening by moving his I her arm behind him I her to the small of the back. This is a signal for the passenger to extend his I her arm straight out and move directly behind the guide. This increases his I her distance from one-half step to one full step. Verbal directions are necessary.

· The guide should indicate whether the doors open to the right or left, in or out.

· In passing through a doorway, the passenger may hold the door for himself by placing the palm of his free hand against the centre of the door. Again, the passenger should be told where to expect the door, i.e. right, left, in or out.

If the door is on the wrong side to be properly held i.e. the passenger is i holding the guide's left arm and the door is on the right, he I she should either switch to the guide's other arm or do a partial switch if his I her right hand is free. This is done by letting go of the arm that he I she is holding and moving across the back of the guide, picking up his I her opposite arm with the other hand. With the partial switch, the passenger needs only to exchange his I her own hand with the guide's arm and not entirely move across the guide's back.

· The guide should be careful not to swing the passenger around abruptly into a wall or post and should exercise particular caution when proceeding through a narrow opening.

9. USING WASHROOMS

· Washbowl.

After approaching the washbowl, the guide moves one of the passenger's hands forward a few inches to touch the front edge and place the other hand on the spigot and the handles. He also guides the passenger to the towels and wastebasket, touching the containers with the back of his hand.

· Commode.

The guide leads the passenger until his legs come in contact with front edge and then tells him I her where to locate the paper and the flush handle. It may be necessary to place his I her hand on these objects.

10 LEAVING A BLIND PERSON IN CONTACT WITH AN OBJECT IN THE ENVIRONMENT RATHER THAN IN AN OPEN SPACE.

Whenever leaving a blind person in an environment the guide should not only put him I her in contact with an object but should explain his I her relationship to the rest of the environment. Otherwise the blind person may feel as if he I she has been left alone in an empty room. He I she may also have difficulty as they feel their way round an unknown area. Before leaving the blind person, it is a good idea for the guide to inform the blind person as to whom else may be in the room and the expected time of departure.

11. LOCATING AND TAKING A SEAT

The guide should bring the blind person next to or in contact with the seat. He I she should then inform the person as to his relationship to the seat and how It lies within the room. For example "the seat is right behind you and it faces toward the front desk." The blind person can then lean over using the forearm technique, and place his I her hand on the seat to make sure it is clear. After sweeping his I her hand across the seat, the person can hold onto the chairs edge, pivot around and sit down.

Holding the edge ensures that the person will not sit down halfway off the seat. If a person who needs extra support in sitting down approaches a seat without arms, they may back up to the side of the chair and place one hand on the back of the seat and on the chair. This technique will give added support in getting in and out of the chair.

12. ENTERING AND LEAVING AN ELEVATOR OR OTHER CROWDED AREAS

Because elevators are often crowded, a special technique is needed to change directions once in the elevator. Obviously I the guide can't walk the passenger around the elevator to reposition him I her towards the front. Therefore, both people walk into the elevator (or other crowded areas) and stop. The guide turns around facing his I her passenger, having the passenger release his I her grip on his elbow. Contact is still maintained when the guide touches the blind person's arm or elbow and has him I her turn around so that he I she is at the side of the guide and facing forward. With both people facing towards the door the blind person can again take the guides elbow and resume the sighted guide technique.

13. ASCENDING OR DESCENDING STAIRS - SIGHTED GUIDE

The guide must always approach stairs or kerbs squarely and never at an angle. After the guide reaches the stairs he I she should completely stop and bring the blind person forward (if needed) by bringing his arm forward until the blind person is at the step edge. The blind person should be able to determine if they are to go up or down by the upward or downward shift of his guides elbow (an elbow drop for descending and a shift upward for ascending). Upon reaching the top or bottom of the stairs, the guide should again momentarily stop to signal that the stairs have ended. The blind person with his I her guide should always step together in rhythm with guide one step ahead. Some modifications may be needed for elderly people with physical handicaps. For added support, a handrail may be needed.

14. THE GUIDING OF TWO OR MORE BLIND PERSONS (not on J41 or F28)

In the event of a guide having to lead two or more blind persons, each would have a hold of one of the guide's elbows. This is just like the usual sighted guide technique except with one person on each elbow. With more than two blind persons being led, you have what may be considered "the blind leading the blind". The left hand would go to a right elbow and right hand to a left elbow.

With each additional blind person being led, this pyramid shape would become wider. This often may restrict its use in corridors or a room. It should be noted, however, that more than one blind person per guide must be avoided except in exceptional circumstances.

15. BOARDING THE AIRCRAFT

The blind passenger who uses a Guide dog must be boarded ahead of the other passengers. When the blind passenger is seated, ask if he I she is familiar with operation of the air ventilation valve and seat adjustments, and whether he I she knows how to ring for the flight attendant. If needed, you can give verbal directions or, if the blind passenger prefers, place his I her hand on the object you are describing. Let him I her also know the location of emergency exists and of the nearest lavatory.

16. DEAF PASSENGERS

A large number of passengers are deaf or hearing impaired. Persons with hearing disabilities do not have visible disability so tend to receive less attention than those in wheelchairs.

They do have a severe disability, which can present problems regarding passenger service or safety, if they are not recognised.

The biggest problem deaf or hearing-impaired passengers have, is communication and the major avenues of communication for them are sign language, written messages, and visual observation, including lip reading.

Some deaf passengers can speak but speech ability will vary from person to person depending on whether they are deaf from birth or became deaf in later life.

17. HEARING -IMPAIRED PASSENGERS

Hearing impairment varies from minimal hearing loss to total deafness. Passengers with minimal hearing loss may require repetitive communication where the background noise level is high. Raising one's voice will assist when communicating with these passengers to ensure they understand what is being said. Hearing aids do not always work effectively in noisy environments such as aircraft and airports.
18. BOARDING AND ORIENTATING DEAF AND HEARING-IMPAIRED PASSENGERS

Orientate the passenger to visual information services available such as information services and TV monitor boards and airport facilities.

Ascertain where the passenger can be located in the terminal building should a schedule change occur.

Assist the passenger, if requested, with airport formalities such as check-in, security, passport control and where the boarding gate is located. Escort the passenger and introduce him/her to the cabin personnel.

19. TIPS FOR ASSISTANCE WITH LIP READING

· Look directly at the passenger

· Use simple words and sentences

· Do not obscure your mouth while speaking

· Do not over enunciate

· Speaking too carefully changes the way words are formed and may decrease the ability of the passenger to understand.

20. IN CONCLUSION

Always remember that a blind passenger cannot see you approach and if there are other people around he / she may not realise that you are addressing him, so preface your remarks with his name such as "would he like a cup of tea." If unaccompanied, a blind person may wish to remain on board at transit stops. If so, the cabin attendant must be advised so that this can be arranged in accordance with normal procedure. On a routine flight, you and the blind passenger will probably be friends by the time you land. Certainly he / she will appreciate this courtesy you have shown them and their Guide dog as an independent team.

AMENDMENT: ORIGINAL: EFFECTIVE: 01 MARCH 2000