PASSENGER CATEGORIES - PART 2 - CUSTOMER SERVICE GROUND OPERATIONS MANUAL
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PART 2 – CUSTOMER SERVICE Chap. 2 Page
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GROUND Passenger Categories
OPERATIONS
MANUAL
Rev. 0 Date 01/03/08
2. PASSENGER CATEGORIES
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OPERATIONS
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2.1 CONTENTS
2. PASSENGER CATEGORIES __________________________________________ 1
2.1 CONTENTS ______________________________________________________________3
2.2 UNACCOMPANIED MINORS ______________________________________________1
2.2.1 MAXIMUM NUMBER ON BOARD_________________________________ 1
2.2.2 SEATING ______________________________________________________ 2
2.2.3 PARENT/GUARDIAN RESPONSIBILITY ___________________________ 2
2.2.4 PROCEDURE ___________________________________________________ 2
2.2.5 UM CHARGES __________________________________________________ 3
2.2.6 HANDLING ADVICE ____________________________________________ 3
2.2.7 UMNR WALLET ________________________________________________ 4
2.2.8 IRREGULARITIES ______________________________________________ 4
2.2.9 UM MESSAGE IN CASE OF IRREGULARITIES ______________________ 4
2.3 INFANTS ________________________________________________________________1
2.3.1 MAX NUMBER ON BOARD ______________________________________ 1
2.3.2 PROCEDURE ___________________________________________________ 1
2.3.3 BABY BASSINETS ______________________________________________ 2
2.3.4 CHILD RESTRAINT DEVICES (CRD) ______________________________ 2
2.3.4.1 Approved CRD ____________________________________________________________ 3
2.4 MEDICAL PASSENGERS __________________________________________________1
2.4.1 CLEARANCE REQUIRED ________________________________________ 1
2.4.2 CLEARANCE RECOMMENDED ___________________________________ 1
2.4.3 REFUSAL OF CARRIAGE ________________________________________ 2
2.4.4 MEDICAL CLEARANCE _________________________________________ 2
2.4.5 MEDIF (Medical Form) ___________________________________________ 2
2.4.6 MEDICAL EQUIPMENT ON EN FLIGHTS __________________________ 3
2.4.7 SPECIAL CASES ________________________________________________ 3
2.5 DISABLED PASSENGERS _________________________________________________1
2.5.1 BLIND PASSENGERS ____________________________________________ 1
2.5.2 DEAF PASSENGERS_____________________________________________ 1
2.5.3 DPNA PASSENGERS ____________________________________________ 2
2.5.4 WHEELCHAIR PASSENGERS_____________________________________ 2
2.5.4.1 Definitions ________________________________________________________________ 2
2.5.4.2 Maximum number of WCH on board ___________________________________________ 2
2.5.4.3 Seating___________________________________________________________________ 2
2.5.4.4 Allowed type of wheelchairs on board __________________________________________ 3
2.5.4.5 Passenger service message ___________________________________________________ 4
2.5.5 HANDICAPPED PASSENGERS ____________________________________ 4
2.5.5.1 Irregularities ______________________________________________________________ 4
2.5.5.2 Notes ____________________________________________________________________ 4
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2.6 IMPORTANT PASSENGERS_______________________________________________ 1
2.6.1 CATEGORIES ___________________________________________________1
2.6.2 HON COMPANION (HOC) ________________________________________1
2.7 EXPECTANT MOTHERS__________________________________________________ 1
2.8 PASSENGERS REQUIRING AN EXTRA SEAT _______________________________ 1
2.8.1 INTRODUCTION ________________________________________________1
2.8.2 CHARGE _______________________________________________________1
2.8.3 SEATING RESTRICTIONS ________________________________________1
2.9 POTENTIALLY DISRUPTIVE PASSENGERS ________________________________ 1
2.9.1 DEFINITIONS ___________________________________________________1
2.9.2 OPERATOR’S RESPONSIBILITIES _________________________________1
2.9.3 DEPORTEES (DEPO) _____________________________________________2
2.9.3.1 Maximum number on board __________________________________________________ 2
2.9.3.2 Acceptance _______________________________________________________________ 2
2.9.3.3 Costs ____________________________________________________________________ 2
2.9.3.4 Reservation rules___________________________________________________________ 2
2.9.3.5 DEPU ___________________________________________________________________ 2
2.9.4 INADMISSIBLE PASSENGERS (INAD) _____________________________3
2.9.4.1 Maximum number on board __________________________________________________ 3
2.9.4.2 Carriage of INAD __________________________________________________________ 3
2.9.4.3 Note ____________________________________________________________________ 4
2.9.5 OPERATIONAL PROCEDURES FOR DEPO/INAD PASSENGERS _______5
2.9.6 OPERATIONAL PROCEDURES FOR PERSONS KEPT IN CUSTODY ____7
2.10 UNRULY/ DISRUPTIVE PASSENGERS ____________________________________ 1
2.10.1 DEFINITIONS __________________________________________________1
2.10.2 BEHAVIOURAL PATTERNS _____________________________________1
2.10.3 DANGER LEVELS ______________________________________________2
2.10.4 POLICY AND NATIONAL REGULATIONS _________________________2
2.10.5 OPERATIONAL PROCEDURES ___________________________________3
2.10.6 NOTICE TO CLIENT NR1 ________________________________________5
2.10.7 NOTICE TO CLIENT NR2 ________________________________________6
2.10.8 TRAINING_____________________________________________________7
2.10.9 DISSEMINATION OF THE PROCEDURE ___________________________7
2.11 QUICK REFERENCE TABLE FOR SPECIAL PASSENGER CATEGORIES _____ 1
2.12 SPECIAL ASSISTANCE FORMS __________________________________________ 1
2.12.1 UM (CARRIAGE OF UNACCOMPANIED MINORS) _________________1
2.12.2 MEDICAL INFORMATION _______________________________________2
2.13 ID PASSENGERS ________________________________________________________ 1
2.13.1 OVERALL POLICY _____________________________________________1
2.13.2 BEHAVIOUR __________________________________________________1
2.14 BUSINESS CLASS PASSENGERS REQUIRING SPECIAL MEALS ____________ 1
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Rev. 21 Date 30/07/15
2.2 UNACCOMPANIED MINORS
Unaccompanied minor (UM):
All children aged 2 years up to their 11th birthday who are not accompanied by an adult.
2.2.1 MAXIMUM NUMBER ON BOARD
The table below shows the maximum number of UM per flight:
AGE EMB195 SPECIAL INFO
2 - 4 years NO LIMIT Accepted as UM only if escorted by an extra
flight attendant.
This service must be requested at the time of
booking and confirmed prior to departure.
It is not included in the maximum number of UM
permitted on board.
5 - 7 years MAX 2
Children who have reached 5 but not 12 years
need not to be handled as UMNR if accompanied
MAX 10 by brother/sister of 12 years and older.
8-11 years (included max 2UM
5-7 years)
UMNR service not mandatory and upon request
and payment only.
Travel arrangements as UM can also be made for
young Passengers of 12 years of age or older at
the request of the parents/guardian when a young
person is not deemed mature enough to travel
12-17 years NO LIMIT alone. In these cases the same service charge as
UM must be paid.
***EXCEPTION***: UMNR service is mandatory
for Italian minors between 12 and 14 years old
(reached his/her 12th birthday but not the 14th
yet), travelling alone with a delegation (Affido)
made to Air Dolomiti/Lufthansa.
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2.2.2 SEATING
Do not assign emergency exits as specified in Part 2, Chapter 1, Section 4 of this manual.
On EMB195 aircraft assign: whenever possible and irrespective of an Advanced Seat
Reservation (ASR), Unaccompanied Minors shall be seated in seat rows reserved and
marked with "U" in the seat map.
UM holding a confirmed reservation must NEVER be left behind or OFFLOADED.
Handicapped children, including WCHR/S/C, shall never be booked as UM.
Air Dolomiti is responsible for the safe delivery of the UM to the receiving carrier at the
transfer station, in case of a double sector flight. In case of a single sector flight EN
service to UM implies that the UM is under the airline’s supervision from check-in until the
UM has been met by a parent or guardian.
2.2.3 PARENT/GUARDIAN RESPONSIBILITY
The parents/guardians of a UM are responsible for
⇒ making the reservations for the UM.
⇒ providing names, addresses and telephone number of the person(s).
⇒ escorting the UM to the airport of departure and
⇒ picking up the UM at the airport of destination.
⇒ ensuring that the UM is properly escorted to the airport of departure.
⇒ ensuring that the UM is picked up at the airport of destination by the person(s)
indicated.
⇒ making arrangements and meeting costs for the UM care at a night stop, if necessary.
2.2.4 PROCEDURE
⇒ Check the UM holds a confirmed reservation for all sectors of the journey as well
as a confirmed SSR UMNR element.
⇒ Check age of UM.
⇒ Check the UM has the EMD for the service fee.
⇒ Check the UM holds all the necessary docs to leave the country.
⇒ Check the handling advice is correctly and clearly filled in. Retain a copy for the
station trip file.
⇒ Advise the parents/guardian they have to stay at the airport up to 30 minutes after
flight take-off.
⇒ Make sure that the UM is not kept unattended at any point from the moment he is
handed over by the parent/guardian to the station staff at the departure station.
⇒ Pre-board the UM and hand over to cabin crew.
⇒ Send PSM with correct UM info to arrival/transit station.
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2.2.5 UM CHARGES
The charge for a UM on Air Dolomiti flights is always calculated per flight direction,
including any transfer on LH.
The following charges apply:
DESTINATION CHARGE
Domestic 40,00 EUR
International/Direct nonstop 40,00 EUR within Europe
80,00 EUR to/from outside Europe
International/Transit flights 80,00 EUR within Europe
100,00 EUR to/from outside Europe
Example:
VRN-BRI = EUR 40,00
VRN-BRI-VRN = EUR 80,00 (2 x 40,00 EUR)
VRN-MUC = EUR 40,00 Within Europe non stop flights
VRN-MUC-VRN = EUR 80,00 (2 x 40,00 EUR)
VRN-MUC-HAM = EUR 80,00
VRN-MUC-HAM-MUC-VRN = EUR 160,00
Notes:
⇒ if brothers/sisters with the same surname and address are travelling together as
UM, the charge applies only once.
⇒ a separate EMD should be issued for each child and each flight direction
(outbound and return flight).
2.2.6 HANDLING ADVICE
In order to ensure that a UM is accepted from and handed over to the correct people a
handling advice must be issued.
This form must be completed for each UM and signed by the parents/guardian prior to
check-in.
A copy of this signed Handling Advice will be put into the UM wallet (for form see
Paragraph 2.5.9.1 and www.airdolomiti.it/gom “Company Forms”).
The person who meets the UM upon arrival must prove his/her identity. This is required in
order to make sure that the UM is met by the person stated in the Handling Advice.
If nobody is present to pick up the child, station staff must contact the person(s) stated on
the handling advice. If no contact can be made with the pick-up person, EN Field Support
(or OC) office must ask the parents/guardian if
• the UM should be handed over to someone else or
• the UM should be returned at the expense of the parents/guardian.
If unavoidable, arrangements for safe accommodation must be made. The cost of such
arrangements must be paid by the parents/pick-up person.
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2.2.7 UMNR WALLET
The UM wallet is a small bag which must be carried by the UM at all times during the
journey. The purpose of the wallet is to ensure that all necessary documents are kept with
the UM. During the journey, a UM wallet contains:
⇒ copy of the Handling Advice
⇒ UM ticket
⇒ other travel documents such as:
- identity card
- passport
- vaccination certificates.
2.2.8 IRREGULARITIES
In case of new reservation, changes in routing and/or flight numbers, always
⇒ Let the parents/guardian know and have their authorization.
⇒ Be sure you get all the new routing segments confirmed. Make a proper
booking and insert info of new routing in the original PNR. Check UM
documents are valid also for the new routing (VISA etc.).
⇒ Inform all stations of the original routing as well as stations and/or airlines of the
new routing so that the Destination Station will be able to notify the UM pick-up
well in time about the changed routing of the child and new arrival times.
⇒ always insert TRSOWEN TRSOGEN besides all stations of the original routing
and of the new routing.
If no further onward flight is available at the point of transfer due to a flight irregularity,
then the following steps must be taken:
⇒ Contact parent/guardian immediately and if necessary, the pick-up person;
⇒ Book a Hotel Accommodation.
⇒ Update the booking (PNR) with all information such as new flight data and hotel name.
⇒ Do not leave the child unattended at any time - an EN employee or contracted EN
Handling Agent must accompany the child at all times.
2.2.9 UM MESSAGE IN CASE OF IRREGULARITIES
MS QU ........... ............ CPY TRSOWEN TRSOGEN
UM MSG CHANGE OF ROUTING
Name of passenger: Age:
Original routing: (flight number and destination)
New routing: (flight number and destination)
Reason : (free text, briefly explain why the original routing has been changed)
Pick-up: (name and address of pick-up. Preferably give also phone number)
Remarks: (free text. Anything you may add which could be of use to a good handling of the UM)
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2.3 INFANTS
An Infant is a passenger who has not reached his 2nd birthday.
2.3.1 MAX NUMBER ON BOARD
EMB195: max 10
In case of additional requests which exceed the total number of infants permitted on
board, an authorization by the Captain of the flight is required in accordance with Flight
Operations.
⇒ NEVER seat adults travelling with infants on emergency exits.
⇒ On EMB195: Seats to be assigned to passengers with Infants are D-F only (right
cabin side, in uneven rows only). Only one infant is allowed in one complete seat
row.
New born babies: at least 7 days old, acceptable for air travel if accompanied by the
mother or other suitable escort (nurse etc.) and if attending physician’s medical report has
been submitted to Air Dolomiti, stating that the baby is fit to travel without support of any
special equipment.
Unhealthy babies: medical certificate required. It must be escorted by qualified
physician or specialized nurse. In this last case authorization must be obtained by Air
Dolomiti.
2.3.2 PROCEDURE
Infants are not free of charge, the applicable infant fare must be paid and an infant ticket
issued. Infants are not entitled to occupy a seat.
Air Dolomiti will provide loop belts for infants who are held on the lap of an adult during
take-off and landing.
In general, one passenger may not be accompanied by more than one infant.
However, under the following conditions a second infant may be transported by one
passenger:
• A separate seat for the second infant is booked and paid for.
• A car-type seat as described below is used for the transportation of the second
infant.
An adult is not allowed to travel with three infants due to security rules. An escort must be
requested in such cases.
Passengers who are unable to move themselves to a floor-level exit in the cabin must be
accompanied by an able-bodied person when travelling with an infant.
Infants may have their own seats when the applicable child’s fare is paid. For
reservation/fare/ ticketing purposes the infant must be reserved as a child (CHD).
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2.3.3 BABY BASSINETS
Not available.
2.3.4 CHILD RESTRAINT DEVICES (CRD)
EN does not provide car-type baby seats, but passengers may use their own seats on the
following conditions:
Infants travelling on a car type baby seat should be seated next to a window with an
accompanying adult seated next to them;
Seating at the exit rows or one row in front or behind the exit row is not permitted;
There should be only one car type seat per half row or per middle sections;
IMPORTANT: Infants may only use a car type baby seat if a child ticket was
purchased;
the baby seat must carry an official label with one of the following statements:
“This child restraint system conforms to all applicable Federal Motor Vehicle Safety
Standards”
or
“This restraint is certified for use in motor vehicles and aircrafts”.
See pictures below:PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.3.4.1 Approved CRD
• CRDs approved for use in motor vehicles according to the UN standard ECE R44,
-03 or later series of amendments;
• CRDs approved for use in motor vehicles and aircraft according to Canadian
CMVSS 213/213.1;
• CRDs approved for use in motor vehicles and aircraft according to US FMVSS No
213 and manufactured to these standards on or after February 26, 1985. US approved
CRDs manufactured after this date must bear the following labels in red letters:
`THIS CHILD RESTRAINT SYSTEM CONFORMS TO ALL APPLICABLE FEDERAL
MOTOR VEHICLE SAFETY STANDARDS’; and
‘THIS RESTRAINT IS CERTIFIED FOR USE IN MOTOR VEHICLES AND AIRCRAFT`
• CRDs qualified for use in aircraft according to the German ‘Qualification Procedure
for Child Restraint Systems for Use in Aircraft’ (TÜV Doc.: TÜV/958-01/2001).
IMPORTANT: The adult bringing the car seat onto the aircraft agrees under Term and
Conditions in the ticket that:
He is using a car seat suitable for aircraft;
The car seat is in perfect working order;
He has familiarized himself with the use of car seat in an aircraft;
He will attached the car seat to the passenger seat by himself;
He agrees to check-in the car seat as checked baggage if it is not in an acceptable
working order or cannot be attached to the passenger seat.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.4 MEDICAL PASSENGERS
A medical passenger is a passenger who -because of a physical and/or mental disability
⇒ may require more assistance and help - on board the aircraft and on the ground -
than is given to other passengers
⇒ must be cleared for transportation by an Air Dolomiti appointed physician.
2.4.1 CLEARANCE REQUIRED
Passengers with the following medical diseases/incapacitations are required to have their
fitness for travel cleared by EN:
⇒ Internal injuries.
⇒ Kidney-, bladder- or gall stones with recent or frequent colics.
⇒ Angina pectoris.
⇒ Myocardial infarction.
⇒ Severe impairment of lung and heart function
⇒ Pneumothorax or pneumolysis of the lungs.
⇒ Severely reduced lung function / capacity
⇒ Embolism
⇒ Concussion of the brain.
⇒ Injured brain or scull.
⇒ Stroke.
⇒ Spasmodic paralysis with cerebral damage.
⇒ Frequent seizures
⇒ Large-area external injuries (wounds, burns) after medical attention.
⇒ Complicated pregnancies.
⇒ Paranoid schizophrenia
⇒ Comatose patients
⇒ In addition, passengers who depend during the flight on the use or application of
any kind of apparatus or medical treatment, e.g. Infusions.
2.4.2 CLEARANCE RECOMMENDED
Passengers with the following medical diseases/incapacitations are recommended to
have their fitness for travel cleared by EN:
⇒ Anaemia.
⇒ Quadriplegics or hemiplegics.
⇒ Incurable diseases.
⇒ Mental disease/deficiency
⇒ Chronic bronchitis and/or emphysema.
⇒ Multiple sclerosis
⇒ Epilepsy.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.4.3 REFUSAL OF CARRIAGE
Some medical passengers are NOT accepted on board an Air Dolomiti flight:
⇒ people with any contagious/infectious disease
⇒ people with a recent heart attack
⇒ people with a recent stroke
⇒ any person who -during a flight - depends on using an electrically operated
apparatus not approved by Air Dolomiti.
Air Dolomiti has the right to refuse to carry or continue to carry persons if - due to their
physical or mental conditions - they may pose a threat to the safety of other passengers
and their property, the aircraft or the crew or if they are not able to use the standard airline
seat in a sitting position (the seatbacks of our aircraft seats CANNOT be turned-down
completely).
2.4.4 MEDICAL CLEARANCE
Before acceptance of carriage on board an EN aircraft, all medical case passengers must
be cleared by an Air Dolomiti appointed physician .The medical clearance must be
documented and MEDIF must be completed. MEDIF must be filled in for passengers:
who belong to the MEDA category;
who -because of a disease or incapacitation- may have or develop an unusual
behaviour or physical condition which could have an adverse effect on the welfare
or comfort of other passengers and/or crew members or can be considered a
potential hazard to the safety of the flight;
who require medical attention and/or special equipment to maintain health during
the flight;
whose medical condition may be aggravated during/because of the flight
2.4.5 MEDIF (Medical Form)
This MEDIF shall be completed and given back to Air Dolomiti Customer Service Center
as follows:
The passenger is requested to sign the declaration at the bottom of the front page and
then hand the Medif over to the treating doctor who fills in the reverse (medical
information by attending physician) of the form and signs it. A copy of the Medical Form
must be then sent to Air Dolomiti’s appointed physician who completes the front page of
the form from letter “C” to “K” and will enter his decision and sign the form. The EN
physician will give one copy to the Customer Service Center. One of the remaining copies
must be available for the passenger. If it is for some reason impossible to forward a copy
to the EN physician his decision can be obtained by telephone and the boxes “C” to “K”
must be completed by the Customer Service Center.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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The term MEDA shall be inserted in the SSR field of the PNR and all data contained in the
MEDIF inserted in the PNR.
The MEDIF (for MEDA cases) is NOT to be used for incapacitated passengers (INCAD)
who only require special assistance or handling and who do not require medical
clearance.
2.4.6 MEDICAL EQUIPMENT ON EN FLIGHTS
Portable medical electronic devices (such as Automated External Defibrillators/AED,
Nebulizer, Continuous Positive Airway Pressure/CPAP, etc.) containing gel or lithium
batteries have to be requested via Ground Operations Department.
Please send following information via e-mail to:
Fieldsupport@airdolomiti.it or groundoperations@airdolomiti.it
- name of the unit,
- name of manufacturer,
- technical details, size and weight of the unit.
In case the approval is given, the Ground Operations Department will inform the Cockpit
Crew accordingly.
Portable medical electronic devices must work with their own batteries.
Usage of aircraft power is not allowed.
2.4.7 SPECIAL CASES
STRETCHERS: NOT AVAILABLE
LEGL (Left leg in cast from above knee): NOT ALLOWED
LEGR (Right leg in cast from above knee): NOT ALLOWED
LEGB (Both legs in cast from above knee): NOT ALLOWEDPART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.5 DISABLED PASSENGERS
A Disabled passenger is a person who needs assistance in
• walking,
• climbing stairs or
• moving around the cabin.
The number of disabled passengers must not exceed the number of able-bodied
passengers capable of assisting with an emergency situation.
PRM passengers require special facilities and services at various points during their
journeys. For flights from/to airports in the EU, Air Dolomiti contracted handling agents
must ensure the assistance of PRM passengers according to the PRM EU-Regulation No.
1107/2006. For flights from/to airports outside EU, handling agents must assist PRM
passengers and ensure availability of wheelchairs, passenger movers, medical assistance
and special equipment to allow boarding/deboarding when required at airports of
departure and arrival.
Disabled passengers may travel together with an escort or unescorted.
The escort must be:
• physically able to
- move the disabled passenger to the emergency exit and
- assist the passenger during boarding and embarkation/disembarkation;
• familiar with
- the condition of the disabled passenger;
- any assistance needed during the entire journey.
2.5.1 BLIND PASSENGERS
NO LIMIT if with or without escort
NO Medif required
NO Meda Case
Also passengers with severely limited eye-sight could in this respect be considered as
blind. This should be advised for the well-being and comfort of the passenger when flying.
Blind passengers are not allowed to be seated in emergency exit rows.
For escort animals see Part 2, 4.4
2.5.2 DEAF PASSENGERS
NO LIMIT if with or without escort
NO Medif required
NO Meda Case
Also passengers with severe hearing difficulties, even when using a hearing device, could
in this respect be considered as deaf. This should be advised for the well-being and
comfort of the passenger on board.
Deaf passengers are not allowed to be seated in emergency exit rows.
For escort animals see Part 2, 4.4PART 2 – CUSTOMER SERVICE Chap. 2 Page
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Rev. 19 Date 19/03/15
2.5.3 DPNA PASSENGERS
A DPNA passenger (=Disabled Passenger needing Assistance) is slightly mentally
disabled (e.g. Alzheimer disease). He/she must be escorted to and from the aircraft.
2.5.4 WHEELCHAIR PASSENGERS
2.5.4.1 Definitions
WCHR (R for Ramp)
the passenger can ascend/descend steps and make own way to/from cabin seats but
requires wheelchair for distance to/from aircraft.
WCHS (S for Steps)
the passenger cannot ascend/descend steps, but is able to make his own way to/from
cabin seats. He requires the wheelchair for distance to/from aircraft and carriage up/down
steps.
WCHC (C for Cabin)
the passenger is completely immobile. He requires the wheelchair to/from aircraft,
up/down the steps as well as to/from cabin seats.
⇒ It is important to insert for each WCHC the SSR-element describing the
passenger’s physical/mental conditions (‘handicapped’ or ‘meda’).
2.5.4.2 Maximum number of WCH on board
Due to legal requirements by the EU, all limits for wheelchair passengers have been lifted.
As a general rule, Air Dolomiti will accept unescorted WCHC passengers on all EN
operated flights.
According to EU Regulation 1107/2006, airlines have the right to refuse transportation to
unescorted WCHC passengers on the grounds of safety. Transportation should be
refused only if the passenger’s disability is so severe that he is completely unable to
assist in his own evacuation.
The final decision is to be made by the captain.
2.5.4.3 Seating
Passengers travelling as WCHC are required to have the following rows assigned on
window seats:
EMB195: row 2 (business class)
row 30 (economy class)
All other passengers likely to impede evacuation should be seated on the window side.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.5.4.4 Allowed type of wheelchairs on board
There are different types of wheelchairs that the passengers may have and wish to carry
o/b the aircraft:
‘WCBD’ for non-spillable dry or gel type batteries max nr. 02
‘WCLB’ for lithium ion batteries max nr. 02
‘WCBW’ (wet cell battery) NOT ALLOWED
‘WCMP’ (manual power) max nr. 02
If more than 2 wheelchairs must be carried in the hold, ask authorization to Air Dolomiti.
Wheelchairs must anyway be fully collapsible.
Special provision for WCLB:
the battery must meet the requirements of the UN Manual of Test and Criteria.
Proof shall be given at reservation and/or check-in, for example by means of a
statement or certificate by the manufacturer.
Types of batteries
carried in the passenger cabin
protected from damage by placing it in a protective pouch
protected from short circuit by insulating the terminals
wheelchair carried as checked baggage without restriction
the battery must not exceed 300Wh or in case of two
removable batteries each battery must not exceed 160 Wh
a maximum of one spare battery not exceeding 300 Wh or
two spares not exceeding 160 Wh may be carried
the pilot in command must be informed of the location of
the lithium battery when removed and carried in the cabin
Lithium B.
battery terminals protected from short circuits
battery securely attached to the wheelchair
electrical circuits inhibited
wheelchair secured against movement in the cargo hold and
not removable protected from being damaged by the movement of baggage
and cargo
Batteries the pilot-in-command must be informed of the location of
the wheelchair with an installed battery
carried in strong and rigid packaging carried in the cargo hold
protected from short circuit
wheelchair carried as checked baggage without restriction
removable
the pilot in command must be informed of the location of
the packed battery
Other non-spillable battery terminals protected from short circuits
B. such as dry or gel battery securely attached to the wheelchair
type batteries electrical circuits inhibited
wheelchair secured against movement in the cargo hold and
not removable protected from being damaged by the movement of baggage
and cargo
the pilot-in-command must be informed of the location of
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Passengers who intend to check-in their own wheelchairs shall be given the option of
using an airport wheelchair. If passengers prefer to use their own wheelchairs within the
airport, they should be permitted to use them up to the aircraft door.
On EMB195 aircrafts wheelchairs exceeding the limits below cannot be loaded:
120 x 101 x 71 cm
The weight limitation is 80 kg.
2.5.4.5 Passenger service message
Send PSM message with correct WCH info to arrival/transit station.
2.5.5 HANDICAPPED PASSENGERS
2.5.5.1 Irregularities
In the event of a schedule irregularity causing the passenger to miss the connection, it
shall be responsibility of Air Dolomiti to make whatever arrangements are necessary for
the care and welfare of the passenger.
2.5.5.2 Notes
People with some disability affecting only one side of their body (hemiplegics, artificial
limbs, arm o leg in cast etc.) should be seated in an aisle seat with the unaffected side of
their body towards the aisle. This will facilitate their mobility in case of emergency.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.6 IMPORTANT PASSENGERS
2.6.1 CATEGORIES
The table below provides an overview of the categories of important passengers.
Passenger category Description
HON Circle member Most important frequent traveller with special service privileges.
Senator Card holder Very important frequent traveller with special service privileges.
Frequent Traveller Card holder Important frequent traveller with special services privileges.
Star Gold Card holder Very important frequent traveller of our Star Alliance Partners.
Star Silver Card holder Important frequent traveller of our Star Alliance Partners.
2.6.2 HON COMPANION (HOC)
A HON companion (HOC) is entitled to receive the same special service privileges as a
HON Circle member.
Accept the passenger and add the item "HOC" in the register "Item" in the business
process "Passenger Acceptance".PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.7 EXPECTANT MOTHERS
Up to the 36th week of pregnancy respective up to four weeks prior to the expected
confinement an expectant mother can freely travel on Air Dolomiti aircrafts without any
gynaecologist’s or doctor’s certificate.
For any travel beyond this date, the authorization from a physician is imperative.
Women with complicated pregnancies or expecting twins, triplets, etc, should always
contact Air Dolomiti Call Center before travel.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.8 PASSENGERS REQUIRING AN EXTRA SEAT
2.8.1 INTRODUCTION
Passengers may wish to purchase an extra seat next to their assigned seat. This may be
the case because the passenger prefers to have more space or he may require more
space because of his size/weight.
Note: Air Dolomiti cannot force a passenger to purchase an extra seat because of his
size/weight and a passenger cannot demand an extra seat free of charge because of his
size/weight.
Passengers may also require an extra seat for CBBG.
For information on baggage accepted on an extra seat, please refer to Part 2, Chapter 4
“Baggage Handling”).
The code EXST indicating an extra seat requirement will be found as an SSR element in
the PNR.
2.8.2 CHARGE
Note: Please verify that the passenger has paid for the extra seat.
Therefore request the etix coupon display and check-in the fare construction box whether
the passenger has paid the surcharge.
2.8.3 SEATING RESTRICTIONS
Passengers requiring an extra seat must not be seated in emergency exit rows.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.9 POTENTIALLY DISRUPTIVE PASSENGERS
2.9.1 DEFINITIONS
EXPELLED PERSON – “DEPO”
The acronym “DEPO” indicates a person legally authorized by Authorities to enter a State,
or a person who illegally entered said State, to whom later Authorities ordered to leave
given State.
DETAINEE – “IN CUSTODY”
This terminology defines a person in a state of detention and whose transport must be
assured.
INADMISSIBLE PERSON – “INAD”
The acronym “INAD” indicates persons whose access to the State has been denied by the
competent Authorities and who are therefore returned to their own Country, or to any
Country said person is authorized to enter.
2.9.2 OPERATOR’S RESPONSIBILITIES
According to current regulations, the carrier shall:
• Immediately be fully liable for the INAD person (providing for any passenger’s
necessity as well as for all required paperwork) whenever its entry to a State is
denied due to a lack of necessary requirements related to its travel documents;
• Be liable for ensuring the foreign passengers possess all required documentation
to be admitted into the destination Country (also for transit purposes, if applicable);
• Promptly return the INAD person towards their originating Country, or towards the
State which released the travel document, or other State where they may be
admitted, whenever its entry is denied due to a lack of necessary requirements
related to its travel documents;
In accordance with the Schengen agreement, whenever substantiated evidence
demonstrates it is unfeasible to provide for the INAD person’s return, ensure other
carrier assumes responsibility for the procedure.
• Notify the presence of illegal aliens on board to the police Authority of the
destination airport.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.9.3 DEPORTEES (DEPO)
There are two types of deportees:
⇒ DEPA - Deportees accompanied by an escort and
⇒ DEPU - Deportees unaccompanied.
2.9.3.1 Maximum number on board
• If escorted, no limitation.
• If unescorted, their number must not exceed the number of cabin crew on duty.
• Families with women and children are to be considered as one passenger.
2.9.3.2 Acceptance
⇒ a deportee is normally deported to his home country
⇒ the deporting authorities must notify EN of the reason for deportation
⇒ EN has the right to insist on an escort being provided by the deporting authorities,
if deemed necessary
⇒ EN may also not accept the deportee for carriage on board of its aircraft
⇒ EN is not responsible or liable for the deportee reaching the destination specified
by the deporting authorities.
2.9.3.3 Costs
The deporting authorities must provide and pay for a ticket for the deportee at the
applicable fare - unless paid for by the deportee himself.
2.9.3.4 Reservation rules
⇒ Transportation must be requested to Air Dolomiti.
⇒ The reason for deportation must be specified in the SSR element.
2.9.3.5 DEPU
If the deportee is travelling unescorted (DEPU), the deporting authorities must:
* provide Air Dolomiti with a document stating that the authorities of the country of
destination have been advised and that all the administrative formalities have been
complied with.
* prove by written documents that the presence of the deportee is not likely to create
hazard or be considered as a threat to the safe operation of the flight.
* advise Air Dolomiti if the deportee has already been refused carriage by another
carrier.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.9.4 INADMISSIBLE PASSENGERS (INAD)
An inadmissible passenger (INAD) is a passenger who is refused admission to a country
by its authorities or who is refused transportation by an aircraft operator.
The most common reasons for entry being refused are:
The passenger's travel documents are insufficient and/or invalid (e.g. passport,
identity document or visa not available or expired).
The passenger intends to or is suspected to take up illegal employment.
The passenger is without any funds etc.
The entry rules concerning health regulations are not observed (e.g. missing
vaccination card).
There are two categories/types of inadmissible passengers:
Unaccompanied INAD passengers
- Inadequately documented passengers (Bona Fide passengers)
- Mala Fide passengers
Accompanied INAD passengers
NOTES:
For safety reasons, accompanied INAD passengers must be treated as accompanied
deportees (DEPA).
2.9.4.1 Maximum number on board
If escorted, no limitation.
If unescorted, their number must not exceed the number of cabin crew on duty.
2.9.4.2 Carriage of INAD
The inbound carrier (i.e. the airline having carried the INAD passenger to the country
where entry is refused) is always responsible for the outbound (i.e. onward or return)
carriage.
The onward or return carriage of an INAD passenger must not be confused with a
deportation – even cases when entry is not refused immediately upon arrival.
When an inadmissible passenger holds a ticket covering the routing of the outbound
carriage, on which there are restrictions such as minimum stay, fare validity, travel
together etc., such restrictions may be waived and the ticket used for immediate outbound
carriage. An annotation “Restriction waived due INAD” shall be added in the
‘Restriction/Endorsement’ box of all remaining ETIX flight coupons.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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Remember that any ticket with any routing held by the passenger can be accepted for
travel. Just update ETIX with the following remark e.g. “valid for TRSMUC - INAD”.
If the inadmissible passenger does not hold a ticket covering outbound carriage, please
act as follows:
1) Check the PNR
2) Issue a return ticket (if possible, according to PNR) one-way at the lowest applicable
fare (youth fare, senior fare etc.)
3) Always add code INAD after passenger
4) Ask the passenger to pay for the ticket. If this is not possible, invoice to Air Dolomiti
S.p.A.
5) If you have no time to issue the ticket, first check-in the passenger : the ticket can be
issued also once the flight has taken off.
Collect:
* photocopy of the ticket;
* photocopy of documents, even though expired or forged, of identity card, shipping
card or what else the passenger used as a document to enter Italy;
* Police report.
The INAD, while waiting to be boarded on an EN-flight, must stay with the local Police.
If the INAD passenger must wait a long time, Air Dolomiti staff - or its representatives-
should consider the possibility to offer him a snack, some drinks, etc.
2.9.4.3 Note
For INAD passengers o/b Air Dolomiti flights, following telex must be sent:
MS QU TRSOWEN TRSOGEN ........... ........... ..........
........... ddhhmm
INAD WARNING
Passenger name:
Nationality:
Permanent address:
Inbound itinerary: (flt nbr/dte routing)
Tkt nmbr: PNR: Issuing Agency:
Place of Issue: Date of Issue:
Outbound itinerary: (flt nbr/dte routing)
Reason of refusal: (free text)
Further info: (e.g. INAD requiring special assistance, docs c/o CPT etc.)
sent TRSOWEN TRSOGEN...............PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.9.5 OPERATIONAL PROCEDURES FOR DEPO/INAD
PASSENGERS
The following procedures shall be executed when transport of passengers classified in the
above mentioned categories is necessary:
Notice to carrier – Whenever passengers falling into such categories are to be
transported, the PIC will be provided with the following information:
• The person’s identity;
• Motivation of the travel;
• Identification of escorting officers, if any;
• Risk assessment report by the competent Authority (including justification for the
presence or absence of any escorting officers);
• Nature of available documentation;
• Necessity for preliminary seating assignment, if any;
• Adoption of contingency procedures before boarding.
Clandestine admissibility verification – Whenever perplexities or doubts concerning the
passengers’ admission at the destination airport are raised, the Border Police of the
departure airport, directly or through Air Dolomiti, shall contact the destination Country’s
Authorities before departure, to ensure the relevant documentation is adequate for
admission into said Country.
Seating assignment – The check-in or pre-check-in operations of the person to be
returned (and their escorting officers, if any) shall assign seats located in the rear part of
the cabin, away from emergency exits or aisles, only assigning adjacent seats to other
passengers as a last resort opportunity.
Boarding – The subject’s boarding shall be executed, in agreement with the carrier,
before or after other passengers’ boarding.
On board service – The passenger to be returned and their escorting officers shall not be
served any alcoholic beverages and shall not be given any metal cutlery or glass articles
during service.
Escort – Whenever the risk assessment warrants use of escorting officers for the subject
to be returned, they shall be in a sufficient number to guarantee the safety of the flight.
If escorted 1 to 1 (one escort to one INAD/DEPO): no limits.
Weapons – Generally, escorting personnel should be unarmed. Exceptional cases, in
which the Authority may require an armed escort, shall be notified to the PIC (Pilot in
command) and weapons shall be maintained unloaded with ammunition magazine not
inserted. For no reason weapon discharging shall ever be allowed on board the aircraft.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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Information confidentiality – No information regarding the flight number and date of
flight in which the subject will be returned shall be disclosed to the public.
Constraint devices – When deemed necessary, the use of such devices shall be
required:
• By the escorting officer in charge (if any escort is present) who shall immediately
notify the PIC; or
• By the PIC, if no escort is provided.
Quota – As a rule, when the escort is not provided the maximum number of subjects to be
returned shall not exceed the number of flight attendants required on the type of aircraft to
be employed.
Said numerical limitation can nevertheless be modified:
• Families including women and children shall be treated as a single deportee, as
long as not more than one family on each flight is transported in addition to the maximum
number of deportees allowed;
• In case any agreement exists between the Authority and the carrier regulating
particular circumstances such as frequency of available flights or other contingencies;
• In case further deportees, to whom transport had been previously denied because
their number exceeded the established quota on the planned flight, are to be escorted in
the proportion of one to one.
Documents care – The departure airport local Authority may decide to assign custody of
the deportees’ personal documentation to the flight crew for them to deliver it to the
destination airport local Authority. In this case, delivery of said documentation to the crew
shall not be executed in the presence of the rejected passenger.
Disembarkation – Disembarkation of the rejected/expelled subject/s and relative escort
shall take place after all other passengers have been disembarked. Upon disembarkation,
they shall be indicated to the local police Authority who must be present during boarding
and disembarkation procedures.
Denied transportation – In case after boarding the deportee should exhibit violent
behavior such to compromise the safety of the flight, the PIC may, as stated by the Codice
della Navigazione (Italian Navigation Code), order disembarkation of the subject, unless
the Authority is able to provide adequate escort.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.9.6 OPERATIONAL PROCEDURES FOR PERSONS KEPT IN
CUSTODY
The following procedures shall be executed when transport of passengers classified in the
mentioned categories is necessary:
Notice to carrier – Whenever passengers IN CUSTODY are to be transported, the
competent Authority notifies the carrier providing the maximum advance notice possible,
anyway not later than 12 hours from ETD, except particular urgency cases for which the
advance notice is directly agreed with the carrier. The notice must include the number of
detainees and of the escorting officers.
Seating assignment – The check-in or pre-check-in operations of the person IN
CUSTODY (and their escorting officers) shall assign seats located in the rear part of the
cabin, away from emergency exits or aisles, only assigning adjacent seats to other
passengers as a last resort opportunity.
Security checks – Before boarding, an accurate physical inspection of the subject and
his/her cabin and hold baggage shall be performed by the police.
Boarding – In coordination with the carrier, the boarding of passengers IN CUSTODY
shall be executed before all other passengers, using vehicles aptly authorized alongside
the aircraft.
On board service – The passengers IN CUSTODY and their escorting officers shall not
be served any alcoholic beverages and shall not be given any metal cutlery or glass
articles during service. .
Escort – Whenever the risk assessment warrants use of escorting officers for the subject
IN CUSTODY, they shall be in a sufficient number to guarantee the safety of the flight. As
a general rule, every subject shall be escorted by at least 2 officers.
Information confidentiality – No information regarding the flight number and date of
flight in which the subject IN CUSTODY will be transported shall be disclosed to the
public.
Constraint devices – The use of such devices shall be determined by the escorting
officer in charge who shall immediately notify the PIC for what concerns his/her functions.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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Quota – As a general rule, the maximum number of passengers IN CUSTODY, including
the escorting officers, shall not exceed 30% of available seats on the type of aircraft that
must perform the flight. Said numerical limitation can nevertheless be modified in case
any agreement exists between the Authority and the carrier regulating particular
circumstances such as frequency of available flights or other contingencies.
Disembarkation – Disembarkation of the subjects IN CUSTODY and relative escort shall
take place after all other passengers have been disembarked, using vehicles aptly
authorised to access airport areas all the way to the aircraft.PART 2 – CUSTOMER SERVICE Chap. 2 Page
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2.10 UNRULY/ DISRUPTIVE PASSENGERS
2.10.1 DEFINITIONS
This terminology describes any person on board an aircraft who, from the moment the
aircraft doors are closed before take-off until the moment doors are opened after landing,
commits any act of:
• Assault, intimidation, deliberate threat or careless behaviour such to disrupt public
order, or endanger the safety of people or goods;
• Assault, intimidation, deliberate threat or interference in any crew member’s task
execution so to invalidate or hinder their capability to perform their duties;
• Deliberate carelessness or tampering with the aircraft, its equipment, or structures
and equipments related to it, such to put in danger the safety of the flight and/or its
occupants;
• Voluntarily conveying false information, such to put in danger the safety of an
aircraft in flight;
• Disobedience to legitimate orders or instructions intended to guarantee the safe,
efficient and orderly execution of operations.
2.10.2 BEHAVIOURAL PATTERNS
For operational study purposes, aggressive behaviours (physical or verbal) displayed by
“Unruly/Disruptive passengers” are considered not only in relation to the flight phase per
se, but also to the pre-boarding and boarding operations. These behaviours can
essentially be summarised as follows:
1. Intimidatory or threatening violent acts, to include harassment (even of sexual
content) committed against crew members, which might prevent or hamper the crew’s
ability to perform flight-related duties and impact the safety of the aircraft, its occupants
and onboard discipline;
2. Refusal to comply with legitimate orders given by the PIC, or on his behalf, by
any crew member, in order to ensure safety of the flight, its occupants or payload, or to
maintain on-board discipline;
3. Intimidatory or threatening violent acts, to include harassment (even of sexual
content) committed against passengers, which might impact the safety of the aircraft, its
occupants and on-board discipline;
4. Violent acts meant to cause destruction of or damage to the aircraft, or
tampering with any of its parts, especially on-board safety equipment such as smoke
detectors;
5. Smoking in the toilets or any area of the aircraft, when forbidden;
6. Activation of any electronic device during flight, when forbidden;PART 2 – CUSTOMER SERVICE Chap. 2 Page
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7. Intimidatory or threatening violent acts, to include harassment (even of sexual
content) committed against any airport staff member, which might prevent or hamper their
ability to perform duty-related tasks;
8. Violent acts meant to cause destruction of or damage to airport infrastructures
or to any airport operator’s property.
2.10.3 DANGER LEVELS
In relation to the activation of relevant operational procedures, “Unruly/Disruptive”
passengers” behaviour can be classified into the following levels of hostility:
LEVEL 1
Insubordinate behaviour for which reasonable possibilities of normalisation are presumed.
It is the case of particularly irritated passengers, speaking loudly and ignoring crew’s or
other passengers’ repeated reproaches. The passengers’ susceptibility at this level is
such to not yet assume any aggressive connotation.
LEVEL 2
Aggressive behaviour unlikely to be positively resolved: It is the case of a seriously
threatening or heavily upsetting passenger. At this level it is presumable that the
passenger’s conduct may protract or even escalate regardless of repeated reprimands.
LEVEL 3
Aggressive behaviour including physical demonstrations and/or other legally punishable
acts: It is the case of physical aggression or damaging committed even though
containment interventions have been carried out.
2.10.4 POLICY AND NATIONAL REGULATIONS
Aggressive or upsetting behavior by “Unruly/Disruptive” passengers on board, or in airport
areas, conflicts against the safe and regular execution of air transport operations.
For this reason, it is in the interest of air carriers and airport operators to establish policies
oriented towards:
• Preventing any violence episode, already occurred on the ground, from also being
perpetrated on board, through an effective management action to include, when
necessary, denied boarding;
• Legally prosecuting, in any possible instances, any violence episodes committed
against own staff members or property, or other passengers;
• Delegating own personnel to adopt any reasonable action meant to prevent and/or
contain any physical or verbal offence, even through the use of physical restraint
devices when necessary to guarantee the safety of the aircraft and its occupants;PART 2 – CUSTOMER SERVICE Chap. 2 Page
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• Authorising own crew members to refuse serving any alcoholic beverages to
evidently intoxicated passengers;
• Properly supporting own employees if called to testify regarding occurred relevant
events.
As far as the national ambit is concerned, the reference regulatory sources are the Codice
della Navigazione (Italian Navigation Code) and Codice Penale.
In addition to the above mentioned International Conventions, the Air Carrier General
Conditions of Transport constitutes a further reference regulation.
Such conditions regulate the air travel contract between the carrier and the passenger and
become formalised upon purchase of the air travel certificate.
Generally speaking, the General Conditions of Transport state, amongst other things, that
the carrier may refuse transportation of any passengers and luggage whenever they failed
to observe given instructions or when their behaviour were such to endanger themselves
or other persons or objects, or to cause nuisance or justified complaints by other
passengers.
2.10.5 OPERATIONAL PROCEDURES
As soon as a situation susceptible of compromising the regularity of air
transportation/airport procedures arises, being caused by physically or verbally aggressive
behaviour of Unruly/Disruptive passengers, the flight crew/ground staff shall activate the
following operational procedures and use the attached “notice to client no.1 and no.2”
forms (warnings of same content are also accepted). These are to be handed to any
passenger responsible of physical or verbal abuse.
File an informative report about the occurred events.
For passengers travelling in organised groups, especially those belonging to higher-risk
categories (such as soccer teams’ supporters, etc.), a preventative procedure shall be
activated: ensure identification of a group leader to whom the notice to client no.1 must
always be delivered, for the purpose of making every group component well aware of the
behavioural rules to be observed.
BEFORE FLIGHT
LEVEL 1
With this type of Unruly/Disruptive passenger, the carrier, or the representing handling
agent, shall decide whether or not to allow boarding, depending on the evaluation of the
occurred events or of the subject’s condition. Until a decision is made, any checked
luggage belonging to the passenger responsible of harassing behaviour, shall be kept on
a stand-by status.
LEVEL 2
In a level 2 situation, the carrier, or the representing handling agent, shall hand a notice to
client no.1 form to the passenger not observing the appropriate rules of behaviour and
shall decide whether or not to allow boarding, depending on the evaluation of the occurred
events or of the subject’s condition.You can also read
