DISABILITY ACCESS FACILITATION PLAN FOR
This plan has been prepared in consultation with the following organisations:
The Australian Human Rights Commission, Civil Aviation Safety Authority,
Department of Infrastructure and Transport, Deaf Australia Inc. Vision Australia
and Disability Services Australia.
TABLE OF CONTENTS
Welcome & Objective ............................................................................................................................................. 3
1.
Reservation and Pre-Flight Planning ........................................................................................................... 4
2.
Before You Fly ............................................................................................................................................. 5
3.
Kerbside Process.......................................................................................................................................... 6
4.
Security Screening ....................................................................................................................................... 7
5.
Airline Terminal Facility ............................................................................................................................... 8
6.
Carriage of Wheelchairs, Other Mobility Aids & Medical Equipment ......................................................... 9
7.
Assistance Animals .................................................................................................................................... 12
8.
Access to, and Onboard Aircraft ................................................................................................................ 14
9.
Direct Assistance ....................................................................................................................................... 16
10.
Service Delivery ......................................................................................................................................... 17
11.
Communication Strategies ........................................................................................................................ 18
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WELCOME AND OBJECTIVES
Cathay Pacific Airways is committed to providing a seamless travel experience, with an outstanding level of
service to more than 80 destinations worldwide. The purpose of this disability access facilitation plan is to
provide the relevant information for passengers travelling who require assistance. While Cathay Pacific will
endeavour to assist with all disabled passenger needs, we strongly suggest you refer to our website or contact
any one of our customer service contact points before purchasing a ticket to travel.
Cathay Pacific is aware of the expectations our passengers have and are committed to upholding the values
associated with all cultures and communities we provide our services to. We stand by our commitment of
“Making people happy they chose Cathay Pacific”. We strive to make your travel with Cathay Pacific Airways as
safe and comfortable as possible. We recognise that there are times where you may need special assistance. We
have various customer touch points available to assist with your enquiries and requests. They range from
Reservations, ticket offices and airport services offices and one or more of these will be available at your point of
departure.
For a list of these services and more please log on to www.cathaypacific.com
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1. RESERVATION AND PRE-FLIGHT PLANNING
We strongly recommend passengers refer to www.cathaypacific.com for the most up to date information when
making a reservation.
Cathay Pacific has various channels for making reservations. Our preferred method is via our website, however
we also welcome bookings by phone. Our Customer Sales Office number is 131 747. Cathay Pacific does not
charge fees for telephone sales
Cathay Pacific will assist in ensuring appropriate seating is made available to all passengers travelling with a
disability. Where possible, we will offer a specific seat if requested by the customer.
If you are making your reservation via a travel agent, please ensure you notify them of any specific requirements
you may have. Your travel agent can contact us via email at aus_sales@cathaypacific.com
Unfortunately Cathay Pacific only offers TTY for hearing impaired passengers in North America.
In addition to our services listed on our website, we also offer the following service:
Medical / Disability Assistance Service - Frequent Traveller’s Medical Card
(FREMEC)
Corporate Medical Department is offering a frequent travellers' Medical card (FREMEC) to regular Cathay Pacific
and Dragon Air passengers who are permanently or chronically incapacitated.
This card, whenever presented by the holder within its validity, shall be accepted as medical clearance on CX/KA
flights, subject to any limitation(s) stated thereon, and for identification of the holder's incapacitation.
Passengers can download a FREMEC card application form from our website or local reservation office. Once
completed, please email to your local office as an attachment for medical office approval. Once approved
passengers will receive the FREMEC card in the mail, usually within 4 working days.
FREMEC Application Forms are available at www.cathaypacific.com
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2. BEFORE YOU FLY
In order to provide you with the best possible service, we recommend you let us know as far in advance as
possible about any special requirements. The more information we have regarding the assistance you may
require, the better we can prepare to meet your needs during your trip.
Please note we require at least 72 hours advance notice to arrange for:
o
Inflight Oxygen
And 48 hours advance notice if you wish to:
o
o
o
o
Use any medical electronic device including POC, CPAP machine, Respirator or Ventilator inflight.*
Travel in a stretcher.
Travel with a group of ten or more people with disabilities.
Travel with a service dog on a flight segment scheduled to take 8 hours or more.
There is no requirement to notify us if you are travelling with a mobility aid. One of our helpful staff will be able
to assist you on the day of departure.
For further information, please refer to the relevant sections on our website for specific details and contact our
local reservations on 131 747 or Travel Agents and inform them of any special requirements you may have.
* Please note that Cathay Pacific does permit passenger carry their own medical device during their journey. We
unfortunately cannot guarantee our onboard power supply can adequately facilitate the operation of such
devices at it required level of capacity.
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3. KERBSIDE PROCESS
Unfortunately due to OH&S regulations, Cathay Pacific is unable to facilitate any kerbside assistance. However
we are able to provide assistance once in the Terminal building. This assistance is available both on arrival and
departure.
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4. SECURITY SCREENING
Cathay Pacific operates from various airports in Australia. Cathay Pacific is not responsible for security screening
services. All security screening management is undertaken by various security outlets on behalf of the local
Airport Authority. Security screening is a mandatory under Australian legislation. The Aviation Transport Security
Act 2004 stipulates the requirement of 100% screening for all passengers.
For further information regarding your security facilitation process, please refer to your relevant Airport
Authority, as all Airports offer a Disability Access Facilitation Plan on their websites.
Sydney Airport
http://www.sydneyairport.com.au/
Brisbane Airport
http://www.bne.com.au/
Melbourne Airport
http://www.melbourneairport.com.au/
Adelaide Airport
http://www.aal.com.au/
Perth Airport
http://www.perthairport.net/
Cairns Airport
http://www.cairnsairport.com
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5. AIRLINE TERMINAL FACILITY
Cathay Pacific Airways customers are reminded that Cathay Pacific Airways operates from various Airports
within Australia. While committed to providing exceptional service, we are not responsible for facilities from the
Airports which our aircraft arrive and depart.
For further information regarding your facilitation process, please refer to your relevant Airport Authority, as all
Airports offer a Disability Access Facilitation Plan on their websites.
Sydney Airport
http://www.sydneyairport.com.au/
Brisbane Airport
http://www.bne.com.au/
Melbourne Airport
http://www.melbourneairport.com.au/
Adelaide Airport
http://www.aal.com.au/
Perth Airport
http://www.perthairport.net/
Cairns Airport
http://www.cairnsairport.com
Cathay Pacific do offer lounge facilities from all of our departure points. These range from Cathay Pacific
operated lounges to third party lounges. All lounges have disability access facilities and passengers are advised
to seek assistance if required.
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6. CARRIAGE OF WHEELCHAIRS, OTHER MOBILITY
AIDS & MEDICAL EQUIPMENT
WHEELCHAIRS
We would be more than happy to provide a wheelchair for you should you require this service. In order to
ensure the service meets your needs our reservations or airport staff may ask you some questions to determine
the level of assistance you require. To allow us to provide the best assistance possible, please provide us with as
much information as possible at the time of your booking.
Cathay Pacific wheelchair service is provided, with an attendant, at no additional charge to you. The attendant
will assist in transporting you within the airport area and to the gate or aircraft door (depending on the airport
facilities). Should you need assistance inside the cabin in moving between your seat and the aircraft door or
lavatory door, an in-flight wheelchair and aisle seats with movable armrests are available to provide the utmost
comfort to you. Our cabin crew is also trained in transferring techniques using appropriate transfer equipment
available onboard our aircraft, such as slide boards and slings and can assist if you are unable to transfer by
yourself from the in-flight wheelchair to/from your seat.
We do offer priority boarding for our special needs passenger and suggest they be at the boarding gate 60
minutes prior to departure.
Unfortunately Cathay Pacific does not permit our passengers to carry their own oxygen supply. It can be supplied
free of charge, however we do require 72 hours notice.
Please contact our local reservations on 131747 should you have any questions about our wheelchair service
and our staff will be happy to assist you.
If you are travelling in a group of 10 or more people requiring wheelchairs, please contact our local reservations
on 131747 at least 48 hours before scheduled departure.
Passengers travelling with their own wheelchair
Passengers with a disability may use their own manual or battery-powered wheelchair to the departure gate,
and when airport facilities permit, to the aircraft door.
Wheelchair Storage Onboard
Cathay Pacific provides a priority designated space in the cabin to stow one wheelchair provided all of the
following criteria are met:
o
o
The wheelchair is a typical adult-sized collapsible or break-down manual passenger wheelchair
and can be stowed without having to remove the wheels or otherwise disassembling it.
Stowage priority is based on a first come, first serve basis for passengers who request to stow
his/her wheelchair in the cabin. The wheelchair will be returned to you upon your flight’s
arrival.
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o
The acceptable wheelchair size for stowage in the aircraft cabin varies by aircraft type and are
as follows:
Approximate Wheelchair Dimension that will fit in stowage space
A/C Type
13W/36D/42H (in)
14.5W/32D/36.5H (in)
9W/26D/30H (in)
744A (Boeing)
YES
YES
YES
777P (Boeing)
NO
NO
YES
773P (Boeing)
NO
NO
YES
773A(Boeing)
YES
YES
YES
A330 (Airbus)
NO
YES
YES
A33B (Airbus)
NO
NO
YES
A34B (Airbus)
NO
NO
YES
Wheelchair Check-in
Non-collapsible manual or battery-powered wheelchairs are accepted as check-in baggage. These items
can be handed in at the check-in counter or at the departure gate and can be returned to you at the
aircraft door. We make every effort not to disassemble your wheelchair or scooter; however, when
necessary, we will disassemble and reassemble the equipment for passengers. It is helpful if you provide
us with written instructions to assist us with this process. For passengers with disabilities there is no
charge for transporting wheelchairs.
Wheelchair Batteries
We accept all types of battery powered wheelchairs in the cargo compartment e.g. wheelchairs with dry
cell battery, wet cell battery, gel cell battery or non-spillable electric storage batteries. Lithium-ion battery
powered wheelchairs or other similar mobility aids may be carried as checked baggage only, provided that
the battery must be of a type which meets the UN test requirements. Certain safety procedures must be
followed in order to comply with international air transport safety regulations and we will advise you of
these at the time of booking. Please contact our local reservations on 131747 for assistance.
Escort
In most cases, passengers with disabilities may travel on their own. However, it is a requirement that you
travel with a safety assistant if you are unable to physically assist in your own evacuation from the aircraft
in event of an emergency. Cathay Pacific does not offer a special fare for escorts. Standard charges apply.
Inflight our crew will be able to assist you with:
o
o
o
moving to and from your seat
preparing for eating
Transfer to and from the door of the aircraft toilet using our in-flight wheelchair.
We are unable to provide passengers with any assistance for personal care needs in-flight such as
eating/drinking, administration of medications, elimination functions including assistance inside the
lavatory, or other personal care needs. If you require assistance with any of these, we recommend that
you travel with an appropriate personal care attendant or make alternative arrangements.
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Walking Canes, Crutches and Walking Frames
Walking canes, frames, and crutches may be carried in the aircraft cabin, provided they are stowed in
accordance with cabin safety requirements. If your walking frame is collapsible and cabin crew can stow it safely,
it can also be carried in the aircraft cabin. For safety reasons, non-collapsible walking frames are not permitted
in the aircraft cabin and will have to be checked –in. You can use your frame to the departure gate where it can
be surrendered for priority stowage in the aircraft cargo hold.
All mobility aids will be made available for the passenger in a location of their choice. This can include, by the
aircraft door, inside the arrivals concourse or at the baggage carousel.
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7. ASSISTANCE ANIMALS
Due to Hong Kong Agriculture, Fisheries and Conservation Department regulations, we currently only accept
service animals meeting the definition of *Guide Dog or **Assistance Dog, who are accompanying a qualified
individual with a disability, with all required documentation, for travel in our aircraft cabins. All other animals are
treated as pets and therefore other arrangements must be made for their carriage. Depending on each
passenger’s situation, there may be quarantine regulations imposed.
A Special Permit is required and should be obtained from The Agriculture, Fisheries and Conservation
Department (AFCD) for the Disability Assistance Dog or Service Guide Dog prior to entering or transiting through
Hong Kong.
To comply with AFCD regulations and before we can accept a service animal for transportation, we require
passengers to provide the following to the AFCD and obtain a Special Permit for their animal:
o
o
o
o
A recent letter written from the passenger's medical doctor or the dog's training school illustrating why
he/she is required to travel with an assistance dog.
A certification that confirms that the dog has been trained and that the training is accredited by
"Assistance Dogs International" that includes the content of the training course, and the
level/qualification attained.
A completed animal health certificate (Form: VC-DC2) certifying that the dog has been living in the
passenger’s home country for over 6 months and is fully vaccinated against rabies and infectious
disease. The form should be issued within 14 days of departure and duly endorsed by the passenger’s
home country.
Copy of the animal’s vaccination certificate (i.e. vaccination against rabies and distemper) and residence
certificate showing the dog has been living in the passenger’s home country for over 6 months.
In order to facilitate transit to and/or through Hong Kong, the dog should also have been granted certification by
the relevant country's Health Department to accompany its owner or partner at all times and in all places due to
the dog’s high standard of training, behaviour, health and welfare.
Larger dogs shall be accommodated on the cabin floor at the owner’s feet and smaller lighter dogs may be
carried on the owner’s lap. Your service dog needs to be properly harnessed and the leash of the dog must be
secured to the owner’s seatbelt at all times during flight. Care and supervision of the dog is the sole
responsibility of its owner and we require that the animal relieve itself in a way that does not create a health or
sanitation issue in-flight.
We allow one service dog per passenger. In light of the AFCD’s stringent requirements, we ask that you contact
our local reservations on 131747 as far in advance as possible so that we can assist you with the permitting
process and make necessary arrangements for the transport of your animal.
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Definitions
*Guide Dog
A "Guide dog" is one that is trained by an individual or organisation accepted by and affiliated to the
International Guide Dog Federation, to provide mobility assistance to a blind or partially sighted person.
** Assistance Dog
An "Assistance Dog" is one that is specifically trained to assist a person with disability and it is qualified by an
organisation registered as a member of the Assistance Dog International or Assistance Dogs of Europe.
Please be reminded Cathay Pacific Airways customers are subject to various Quarantine and Customs
regulations. We strongly suggest you check with the local authority of the destination to which you are
travelling.
We do offer priority boarding for our special needs passenger and suggest they be at the boarding gate 60
minutes prior to departure.
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8. ACCESS TO, AND ONBOARD AIRCRAFT
Cathay Pacific Airways welcome passengers who require their own disability aid. We will ensure the utmost care
is taken when handling any given device.
Although recommended customers relinquish their disability aid upon check-in, in some situations the customer
maybe permitted to relinquish it at the boarding gate prior to departure. This decision can be made in
conjunction with a Cathay Pacific representative during the check-in process.
If you require assistance during your flight with us, we encourage you to let us know how we may best assist you
at the time of your booking or during check in.
The assistance we can offer includes:
o
o
o
o
Meet and assist service to escort you to and from the aircraft.
Individual safety briefings.
Subtitles on our in-flight safety videos.
Priority boarding.
If you are travelling with your accredited service dog, please contact our local reservations office. More
information is also available in the section on Assistance Animals.
We do not require advance notification if you wish to bring onboard hearing aids, special headsets, audioreceivers or other battery operated assistive listening devices*. These devices can be used during all phases of
flight. If you plan to bring onboard a transmitting device, please advise us at least 48 hours in advance so we can
ensure that it is compliant with our safety requirements.
*Please note that for safety and operational reasons, passengers will not be permitted to plug any assistive
listening devices into the aircraft’s power supply and must instead supply their own power in accordance with
all applicable regulations.
Tele-text / Text Telephone Service (TTY)
Tele-text or text telephone service is available for passengers with hearing impairment in North America.
Where possible, Cathay Pacific Airways will provide assistance with regards to dismantling all mobility devices.
We may at times require your assistance with the process and ask you remain patient as we try our best to help.
In most cases, passengers with disabilities may travel on their own. However, it is a requirement that you travel
with a safety assistant if you are unable to physically assist in your own evacuation from the aircraft in event of
an emergency.
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Inflight our crew will be able to assist you with:
o
o
o
moving to and from your seat
preparing for eating
transfer to and from the door of the aircraft toilet using our in-flight wheelchair.
Our cabin crew is also trained in transferring techniques using appropriate transfer equipment available onboard
our aircraft, such as slide boards and slings and can assist if you are unable to transfer by yourself from the inflight wheelchair to/from your seat.
We are unable to provide passengers with any assistance for personal care needs in-flight such as
eating/drinking, administration of medications, elimination functions including assistance inside the lavatory, or
other personal care needs. If you require assistance with any of these, we recommend that you travel with an
appropriate personal care attendant or make alternative arrangements.
Cathay Pacific offers easy access to our lavatories. A lavatory with a single panel door and additional grab bar is
available on all our aircraft.
Our cabin crew can provide you with assistance moving to and from the lavatory door, but will not be able to
assist you inside the lavatory.
Walking canes, frames, and crutches may be carried in the aircraft cabin, provided they are stowed in
accordance with cabin safety requirements. If your walking frame is collapsible and cabin crew can stow it safely,
it can also be carried in the aircraft cabin. For safety reasons, non-collapsible walking frames are not permitted
in the aircraft cabin and will have to be checked –in. You can use your frame to the departure gate where it can
be surrendered for priority stowage in the aircraft cargo hold.
If you use a cane or other assistive device, it may be carried in the aircraft cabin with you, provided it can be
stowed under your seat or in the overhead compartment. The cane needs to lie flat on the floor and should not
block any emergency exit or protrude into the aisle. You may ask our cabin crew for assistance in loading and
retrieving your cane in case it is not collapsible or if it cannot be stowed under your seat. All such assistive
devices will be carried free of charge.
All passengers are required to board first and disembark after all other passengers have departed. We will in
exceptional circumstances, allow passengers to board at their time of preference.
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9. DIRECT ASSISTANCE
Cathay Pacific Airways representatives and staff are committed to providing the following direct assistance
services and are available on request:
o
o
o
o
o
o
o
o
assisting with registration at the check in counter
assisting in proceeding to boarding area, boarding and deplaning
assisting in the stowing and retrieving of baggage
assisting in proceeding to the general public area
transferring a person from their own mobility aid to one of another operator
transferring a person from their mobility aid, to the passenger’s seat
preparing for eating and asking customers on their needs
briefing individuals and their assistants on emergency procedures and the layout of the cabin and exits.
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10. SERVICE DELIVERY
Cathay Pacific Airways is committed to providing the highest quality of service to all our passengers, particularly
those passengers with special needs. To ensure this occurs we commit to the following:
Staff Training
All Cathay Pacific Airways and our Ground Handling Staff undertake various forms of training in preparation for
the handling of all our disabled passengers. This includes, but is not limited to:
o
On the job coaching
o
Computer based learning
o
Audiovisual training
o
Wheelchair to wheelchair transfer
o
Wheelchair to aircraft seat transfer
Consultation
If required Cathay Pacific Airways will always seek further advice from one of our assistance partners, to ensure
correct handling occurs.
Cathay Pacific Airways conducts regular internal audits to ensure our ability to continue to deliver the highest
level of service is not compromised.
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11. COMMUNICATION STRATEGIES
Cathay Pacific Airways welcomes your opinion. Customers travelling on Cathay Pacific Airways are encouraged to
provide feedback.
Feedback can be provided by the following means:
o
o
o
o
Onboard any Cathay Pacific Airways flight
Via the Cathay Pacific Airways website at www.cathaypacific.com
At an airport Cathay Pacific Airways operates
Direct to a Cathay Pacific Airways staff member
Cathay Pacific Airways is committed in ensuring people requiring special assistance have the same opportunities
to provide feedback and will ensure a timely response. Disability Access is important at Cathay Pacific Airways
and together as a team we strive to facilitate our customers travel with the highest levels of service possible.
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