EQUAL ACCESS PLAN AUSTRALIA. Singapore Airlines is a global Company dedicated to providing air transport services of the highest quality.

Transcription

1 EQUAL ACCESS PLAN AUSTRALIA Singapore Airlines is a global Company dedicated to providing air transport services of the highest quality. This plan has been prepared in consultation with the following organisations: Australian Human Rights Commission, Department of Infrastructure and Transport, Civil Aviation Safety Authority, Toll Dnata, Deafness Forum of Australia, National Disability Services, Australian Blindness Forum and Aussie Deaf Kids. 1

2 Welcome Singapore Airlines welcomes all customers and aims to provide a safe, secure and seamless travel experience with the highest quality of service. The purpose of the Singapore Airlines Equal Access Plan is to detail the service measures Singapore Airlines provides to customers requiring special assistance. The plan seeks to encourage customers to communicate any special assistance required. Information provided by customers is treated with confidentiality, respect and integrity. Singapore Airlines is aware of the difficulties customers requiring special assistance may experience. This plan details Singapore Airlines proactive commitment to equal access and the various service measures available to customers. The Singapore Airline s culture fosters harmony and respect. All customers are unique and equally diverse. Singapore Airlines: is aware of its responsibility to ensure equal access and provision of service measures to customers requiring special assistance is committed to an integrated, responsible and proactive approach in promoting, facilitating and reviewing equal access service measures for customers ensures privacy and confidentiality is maintained provides continual training, learning and development for staff is engaged with stakeholders and industry to improve equal access measures for customers Equal Access Service Statement Singapore Airlines is a global company dedicated to providing air transport services of the highest quality. The safety of our customers and staff is of the highest priority. Singapore Airlines is an international airline serving 48 countries around the world and our staff members are dedicated to assisting and facilitating every customer s travels. We support those requiring special assistance at various points throughout their journey with Singapore Airlines. We have Reservation center s available via the telephone; ticket office s, airport and administration offices working together around Australia and the world for all customers. Customers can access our online services at which can be accessed with any computer with an internet connection, or by visiting one of our ticket 2

3 office locations and speaking with someone face-to-face. We highly value providing excellent customer service to all of our customers. We treat our customers with respect, courtesy and dignity. We seek to make it as convenient as possible for our customers to contact us and make information available online through our website at that will satisfy our customers needs. We aim for all of our customers to have a pleasant and equally accessible journey and to enjoy their experience on Singapore Airlines. We welcome feedback and are responsive to improving for the benefit of all of our customers. We strive to continue to provide the high standard of service that has shaped Singapore Airlines today and continue this in the future. Equal Access What is Equal Access? Equal Access at Singapore Airlines encompasses facilitation of service measures to best assist customers and any special needs in an appropriate and practicable way. It allows customers to understand, through information and communication, the service measures currently provided by Singapore Airlines. Singapore Airlines staff representatives are available to assist at pre departure points, on board and on arrival. The Equal Access Plan: details the current Singapore Airlines service measures on special assistance explores options for Equal Access improvements incorporates stakeholder feedback provided through consultation is a compliant industry initiative Total Service Singapore Airlines aims to provide a total service experience for all customers. Assistance is available from the check in process, on board a Singapore Airlines aircraft and on arrival at the customer s destination. Our friendly Reservation staff, service representatives, cabin crew and ground staff are here to assist customers and help facilitate their journey with service and comfort. 3

4 EQUAL ACCESS DIRECTORY Before you Fly - Customer Checklist Customers are encouraged to view the following checklist in assisting them prepare for their travel on Singapore Airlines, including during their flight and on arrival at their destination. It is recommended customers start to plan their trip early and well in advance. It is advised customers review the latest information on the Singapore Airlines website at It contains information not limited to: Travel advice Join Krisflyer Baggage information Review lounge Singapore Airlines information products and services Consider local Country specific information restrictions Travel FAQ Register for mobile Contact Singapore services Airlines Meal and seat requests Local fare deals Special Assistance Equal SIA Holidays Access measures Hotel bookings Pet carriage Promotions Well being Boarding Pass privileges Terms and conditions Global maps News and updates Partners and benefits Kris shop View SilverKris magazine Enquiry and contact Review aircraft seat maps information Privacy policy Visa tool Hotel bookings Customers are able to do the following to prepare for their journey: Top 5 traveller questions Silk Air information PC/PDF and wireless timetables Before your flight A380 aircraft Cabin experience Dinning Fleet information Booking information guide Internet check in demo Check in eligibility requirements Search function Available in other languages Payment options Flight status View bookings Need help to book a flight guide organise passport, visa compliance, validity and copy of documentation and immunisation requirements prior to departure. organise travel and/or auto insurance. become informed about various travel services and resources to meet any special needs both locally and overseas. obtain travel books, audio enabled books, access guides and travel experiences of how customers with special needs have travelled in various locations. 4

5 arrange for extra supplies of medication or prescriptions, letter from a doctor or specialist. Learn the names of any medications. ensure eyeglasses, contacts, dental work completed and physical/health check performed. arrange for a wheelchair, wheelchair accessible hotel rooms, wheelchair car rental, enquire about lift equipped accessible vans or vehicles. check with hotels or places of stay for inner and outer door widths to accommodate wheelchair access and approved bathtubs, grab bars and roll in showers. make a list of phone numbers of those who could assist at your destination. check your destination city local health and medical services and associations well prior to departure. double check any arrangements made. consider national companies offering travel nurses, companions or assistants to accompany customers with medical concerns. talk to anxious family members or friends about airline service measures and measures in place to facilitate your journey at your arrival destinations. if you are travelling with special equipment, have knowledge of type, type of power, etc and notify the airline prior to departure. take any medical cards, discount cards, insurance policies, phone numbers, airline tickets, confirmations, credit cards, debit cards, drivers license and passport with you and pack prior to departure. remove valuables. label wheelchairs. consider any products for urine drainage and storage if necessary prior to flight. minimise delays by providing all necessary medical documentation to Singapore Airlines which is treated in confidence. if you are travelling long distances and not sure whether they will be able to sustain long hours then it may be recommended flights be broken up into segments more suitable. remember the airline will take an individual approach and not make assumptions each time customers travel on board. check in online 48 hours prior to the scheduled flight departure time. Day of your flight arrive early at the airport, at least 3 hours prior to the scheduled departure time to discuss any special assistance information with Singapore Airlines staff and to help facilitate your needs. staff are available to listen, assist and meet customer needs with high level of service ensure your wheelchair is locked and stabilised, torso and feet are secure when travelling in it. 5

6 remember that an emotional support animal is subject to quarantine, safety, Singapore Airlines policy and other regulatory requirements. This is mandated by law. Wheelchair Assistance Singapore Airlines is concerned with the safety and comfort of customers and staff. When traveling in a wheelchair, we will ensure customers are safely transported to their destination. In particular: footrests are in place properly and provide complete support to the feet and lower legs staff will take all care and precaution and travel at slow pace when transporting a customer. ensure customer has their feet firmly secure, and locked and seated back in the seat with torso upright. ensure lap is free from excessive baggage. Please note staff will exercise the Singapore Airlines baggage policy where required. In economy class, customers are able to carry 1 piece of hand luggage at a weight of no more than 7kgs. The driver will apply brake where necessary The driver will be in constant communication with the customer - e.g. asking if they are alright etc If further assistance is needed, then this should be sought by the customer. During the flight communicate with the crew in the air for any special assistance required in flight. staff are available to assist with reasonable luggage handling. perform gentle exercise if possible is encouraged in the air. drinking plenty of fluids, fruit to encourage salivation using eye drops or ointment if required using ear drops if required using suitable skin moisturiser or emollients cream if required wearing light weight clothing using necessary personal amenities establishing a toilet routine, feeding routine if required using reminders if required having knowledge of turbulence, a common and unavoidable factor in flight remember the Singapore Airlines staff will endeavour to assist and address your concerns for a safe and enjoyable journey. 6

7 Post flight check with staff when a wheelchair will be available once off a flight. look for elevators at airports and equal access friendly facilities notify Singapore Airlines of special assistance requirements for future flights. Please Note: * Please note, this is only a limited list of tips for customers. There may be other options and actions to perform for one s journey and we recommend customers consider these as is suited to their requirements. Thank you. Customers are encouraged to ask questions and provide feedback to Singapore Airlines within Australia on or via or to our friendly cabin crew on your next flight. Key Customer Contacts Reservations (within Australia) SIA Sydney Airport Office SIA Melbourne Airport Office SIA Brisbane Airport Office SIA Adelaide Airport Office SIA Perth Airport Office National Relay Service 24 hours a day, 7 days a week TTY users phone: and Outside AU Text messaging is available on request. Please contact your local Singapore Airlines airport office prior to your day of departure. (Listed above). Internet relay relayservices.com.au and ask for (within Australia). Website Useful Customer Contacts (within Australia) Aged and Community care information line

8 ACOD National Industry Association for Disability services Australian Federation of disability organisations Autism Australia Australia Deaf Blind Council Blind Citizen Australia Carers Australia Cancer Council of Australia Cerebral palsy support network Dementia Diabetes Australia Deafness Forum of Australia Disability Discrimination Commission HREOC Kids Helpline Lifeline Medicare

9 National Council on intellectual disability Physical disability council of Australia Parkinson s Australia St. Johns Ambulance SANE Australia Spinal cord injury Australia Smart traveller *Please Note: this is only a limited list of services and telephone numbers. There may be other options available for customers to consider. This is intended as general information and it is advised all customers verify all organisations listed. DID YOU KNOW? All Singapore Airlines aircraft in the fleet have accessible lavatories for customers. Customers in wheelchairs can be seated on the upper deck of the A380 Our well trained Cabin Crew are available to assist customers and help make their journey as comfortable as possible. Regulatory Framework Singapore Airlines wishes to inform customers: It is compliant with Australian aviation legislation and regulations Singapore Airlines flights departing to and from the United States of America comply with the Department of Transport Part 382 on the provision of equal access services. European Union legislation is complied with for flights departing to and from a European airport, to which Singapore Airlines operates. Singapore Airlines complies with key Standards and Recommended Practices in Annex 9 concerning the access to air services and airport facilities by elderly and disabled person and as outlined by the International Civil Aviation Organization Air Transport Bureau. 9

10 1. Customers traveling on Singapore Airlines can use their own wheelchair to move to and from the aircraft door. 2. Singapore Airlines has a comprehensive training program for personnel handling elderly and persons with reduced mobility 3. Uniform criteria through various service measures Singapore Airlines provides is available on 4. Continual stakeholder and industry feedback on improving customer total travel experience is undertaken 5. The Equal Access Plan and details practices relating to special equipment, allocation of seats and the use of wheelchairs on board for customers traveling on Singapore Airlines and circumstances where an accommodation may not be met, the steps to provide a service solution. 6. Evacuation and emergency procedures are detailed as safety is high priority. 7. Service measures on the accommodation of service animals in the aircraft are available on 8. Singapore Airlines proactively is engaged with industry to encourage practices and improvements for persons with special needs traveling with dignity and care. Reservations How can a customer make a reservation to travel on Singapore Airlines? by contacting Singapore Airlines Reservations, within Australia on by making a reservation online at through a nominated travel agent, requesting travel on Singapore Airlines. Singapore Airlines recommends customers request any special assistance requirements when making a reservation. This will assist Singapore Airlines to provide the most appropriate service to meet any customer s special assistance requirements. Customers may notify their travel agent of any requests, such as a request for a wheelchair or an available special meal preference. This is reflected in the customer s booking for the respective flight. Australian privacy legislation applies to customer information. Singapore Airlines does not hold special assistance information and requests outside a customer s date of travel. Future travel requires special assistance details to be provided per flight booking. Singapore Airlines retains customer information on a per booking basis only due to legislation. Customers will be asked to verify their identity and details to access bookings and information through Reservations and at the Airport. Customers travelling on Singapore Airlines are able to receive the latest information regarding their flight by contacting Reservations within Australia on or visiting 10

11 Information provided by our Reservation and Airport staff may include: limitations, which are known to Singapore Airlines concerning the ability of an aircraft in the fleet to accommodate an individual with a special requirement. the location of seating arrangements, in line with aviation safety legislation and Singapore Airlines policy for customers and crew limitation on storage facilities in the cabin or in the cargo bay for mobility aids or other necessary equipment availability of an accessible lavatory use of devices in the event of an aircraft change at short notice Special assistance information provided to Singapore Airlines by customers ahead of an intended travel date (known as advanced information) is recommended. Singapore Airlines is able to practicably prepare suitable service measures to accommodate requests for special assistance within a comfortable timeframe. Advance notice is required for the provision of hazardous material e.g. packaging for batteries or other assistive devices, accommodation of a group of passengers requiring special assistance and accommodation of customer with a severe vision and hearing impairment and where no carer has been specified to accompany the customer on the flight. Special meals may be requested with prior notice for customers. Customers may contact Singapore Airlines Reservations within Australia on or advise a nominated travel agent of the special meal request in advance of their date of travel. By preparing well in advance, customers will be in control of their travel plans. This allows for greater facilitation and access through airports and ensures Singapore Airlines is responsive to assist customers through their journey. Prior to Arrival Prior to arriving at their departure airport, customers are encouraged to contact Singapore Airlines, within Australia, on or their travel agent for any special assistance they may require. Customers are advised to arrive at least (3) three hours prior to their scheduled departure time for international flights. Check in services at Australian airports for Singapore Airlines flights will open (3) three hours prior to the scheduled flight departure time. Customers are encouraged to visit for the latest travel information and current updates or their respective departure airport website. 11

12 Drop off / Pick up zones The five Australian airports to which Singapore Airlines operates have their own measures in regards to kerbside and car parking. Customers are advised that no kerb side check in is available for any Singapore Airlines flights and is legislated in Australia. Drop off and pick up areas are available generally outside terminals at airports to which Singapore Airlines has scheduled services. Ramps are available from the road to pavement at most major airports in Australia. Some airports, such as Adelaide Airport have tactile ground surface indicators and are used both within the terminal and outside, to provide passengers who are blind or who have low vision an indication of changes in conditions. Accessible car parking may be available outside the terminal building at the airports to which Singapore Airlines has scheduled services, and where available would be clearly sign posted. The airports to which Singapore Airlines has scheduled services, link with other public transport modes. Accessible shuttle bus services may be available at Australian airports for customers on arrival. City Rail and State Transit Bus Authority in New South Wales offer accessible transport. These operators are required to be compliant with the Disability Discrimination Act 1992 (Cth) and Transport Standards accompanying the legislation. Check in Singapore Airlines check in is available (3) three hours prior to the scheduled flight departure time. Check in will close at least forty (40) minutes prior to the scheduled flight departure time. This is to facilitate the boarding process for all customers. The boarding gate closes at least 15 minutes before the scheduled flight departure time. Singapore Airlines staff and customer service representatives are available at the airport to facilitate customer special assistance requests and provide further information on various measures provided by the airline to assist customers. Customers requiring special assistance may proceed to the Singapore Airlines sign posted Online Check in queue at the airport for check in assistance. All other customers are asked to join their respective class of travel queues. Customers are asked to check the current airport flight and arrival screens within the airport terminal and locate the check in desk applicable to the relevant Singapore Airlines flight stated. Singapore Airlines staff and customer service representatives are available to assist, greet customers and facilitate the check in process. Staff undertake this through situational 12

13 awareness and carefully monitor queues to ensure the check in process is progressing accordingly. Customers are advised they have the responsibility in determining whether they can legitimately travel independently. If customers are unable to travel independently, Singapore Airlines may require a medical assessment, which might result in travel being declined by an aviation medical specialist. Safety assistants may travel with a customer and will be provided with information and instructions to facilitate a smooth travel process. Customers are advised that all persons requiring a stretcher must travel with a safety assistant. This airline policy is prescriptive. Customers with special assistance will regularly be given express departure clearance to facilitate their journey through local security, customs and immigration, to the assigned departure gate. Customers travelling on Singapore Airlines that do not disclose special needs or require last minute special assistance are advised that Singapore Airlines will endeavour to reasonably and as far as practicable, accommodate these requests, and where available cater such requests. There may be certain limitations in Singapore Airlines fulfilling a special assistance request where there is unjustifiable hardship. In this event, the customer will be informed and every effort practicable will be made to assist customers through information and options available. Customers are encouraged to ask questions during check in and to obtain information from Singapore Airlines staff and representatives, in particular, details of the service measures available on their specific flight and on any connecting flights. Customers, who are transiting in Singapore, may obtain further information from Singapore Airlines ground staff for any onward and connecting flights departing Changi Airport. Please be aware customs, security and restrictions may apply in other ports outside Australia. Please visit and confirm with Singapore Airlines or your local consulate for the latest information and advice. Customers are able to obtain further information by contacting Singapore Airlines Reservations, within Australia, on or visiting Airline Terminal Facility Customers are advised that Singapore Airlines is not responsible for airline terminal facilities at the Australian airports to which it operates scheduled departures and arrivals. 13

14 Customers are encouraged to visit the respective airport websites below for further information. Sydney Airport Brisbane Airport Melbourne Airport Adelaide Airport Perth Airport Customers who are transferring between flights and terminals need to ensure they are aware of the minimum ground connecting time between their flights. For Singapore Airlines connecting services, this information is available prior to departure. If customers are transferring to other airlines, please contact and notify the airline of your special assistance needs to ensure a smooth facilitation process in a timely manner. Customers are to be advised Singapore Airlines lounges available at some Australian airports are equal access friendly with staff present to assist customers and facilitate any needs. Singapore Airlines Service Partners Singapore Airlines service partners have procedures in place within applicable regulations and requirements for accepting and handling customers who require special assistance. Necessary steps are taken by our service partners to ensure safe handling of all customers requiring special assistance by ensuring appropriate devices are available, but not limited to, wheelchairs and consideration of the introduction of lifting systems in the future. Necessary steps are taken to ensure that training programs are coordinated and staff members are available to recognise, manage and handle customers requiring special assistance. Singapore Airlines representatives perform duties in relation to medical clearances requested by Singapore Airlines. Medical clearances are passed for implementation during the check in process. 14

15 When any of the following equipment or service below is provided, such equipment or service is provided in accordance with Singapore Airlines policy and applicable government legislation: 1) Wheelchairs, oxygen, stretchers, lifting services, devices for supporting limbs, any other specialised equipment to support passengers with a special need. 2) Wheelchair passengers travelling with their own folding wheelchair or assistance device may request it to be carried in the passenger cabin where storage facilities are available. Customers who intend to check in their own wheelchair shall be given the option of using an airport wheelchair. If the customers prefer to use their own wheelchair within the airport, they are permitted to use it up to the aircraft door. Further information is available by contacting Singapore Airlines Reservation on or visiting Security and Screening Singapore Airlines is not the direct screening authority at Australian airports to which it operates scheduled departures and arrivals. Screening and clearance is provided for by: Sydney Kingsford Smith Airport Sydney Airport Corporation Limited Melbourne Airport Australia Pacific Airports Management Perth Airport Westralia Airports Corporation Brisbane Airport Brisbane Airport Limited Adelaide Airport Adelaide Airport Limited Screening of customers has been part of the Australian Airport security environment for a long time and is required under legislation. The Aviation Transport Security Act 2004 (Cth) specifies this requirement; namely: Division 2 Screening and clearing: Section 41 Screening and clearing people Division 5 Screening officers: Section 95 Screening Powers Section 95A Screening powers frisk search as an alternative screening procedure This means by law, screeners are required to screen 100% of people passing through a screening point. The industry and Singapore Airlines recognises that screening takes place in public and all customers are to be treated with care and consideration, noting that some customers require extra or particular attention. The Australian Office of Transport Security, in conjunction with aviation industry participants and disability advocacy groups, have been working towards addressing 15

16 personal interaction issues at screening points by developing guidance materials for screening staff that include customer service tips, practical guidance on screening customers with special needs and a simple complaint handling process. The guidance material is in the form of a voluntary reference material and consists of eight individual cards comprising the Screening Practice Guidelines. Use of the Guidelines aims to promote awareness of people who may require assistance with the security screening process and encourage a nationally consistent approach when dealing with all persons at the screening point. More information on security screening is available at What type of customers will require special screening requirements? People (not limited to): from a non-english speaking background who are blind or who have low vision who have hearing impairment using a wheelchair elderly What will happen when a customer reaches the screening point that needs assistance? When a customer reaches a screening point, the screeners are equipped to identify and to make a decision of whether the person has a special screening requirement. The screeners will try to identify a physical attribute that might indicate a need for special screening, whether the person has indicated or requested a need for special screening and whether secondary screening is necessary. This may be undertaken in private. What can customers do? Customers are encouraged to notify the screening officer of their condition or request separate screening to avoid passing through machines pacemakers, cochlear implants, artificial limbs/prosthesis. Walking aids must be screened and may require X ray or explosive trace detection. Screening points have chairs and walking aids available for you during this process. Wheelchair passengers will be required to undergo screening by way of a pat down search by a security officer of the same sex. Prams and strollers will be screened and allowed entry to the sterile areas at the screening point. Passengers should liaise with Singapore Airlines regarding taking these on board. Private screening rooms may be available on request at most airports. Screening Practice Guidelines 16

17 Screening Practice Guidelines are available at Screeners under the guidelines are to: Be courteous and friendly Treat everyone fairly and equally Be respectful throughout the screening process Assess the needs of person to be screened Ask and not assume the type of assistance needed Provide appropriate screening options. Customers are encouraged to notify screeners of any assistance they required. Individuals are the most appropriate person to advise screeners on what assistance they need and how this should be provided. Useful customer tips Let the screeners know your concerns or need for assistance Know you may request a private screening Customers cannot be exempted from screening as it is a legislative requirement Screeners have been trained to assist and facilitate the security screening process. Safety Singapore Airlines The safety of all Singapore Airlines customers and crew is of the highest priority. Our cabin crew provide individual safety briefing and this includes to any safety assistants if a customer is being accompanied. Briefings on the procedures to be followed in the event of an evacuation are detailed to customers for each flight. Safety briefing from our cabin crew will include information on: Evacuation procedure Oxygen equipment and life vest Location of the nearest two (2) emergency exits on board an aircraft Number of rows forward and aft to the nearest exit Location and operation of life vests Operation of seatbelt and oxygen mask The cabin crew will also: Ask the customer how to best assist with respect to lifting and guiding in the event of an evacuation 17

18 Explain that canes, crutches and walkers cannot be used if an evacuation becomes necessary A safety assistant is required in the following cases: Customers travelling in stretcher or incubator Customers with an existing intellectual disability, who are unable to comprehend or respond appropriately to safety instructions from airline personnel. A passenger with mobility impairment so severe that the person is unable to physically assist in his or her own evacuation of the aircraft Passenger who has severe hearing and severe vision impairments and cannot establish means of communicating. Emergency Situations Customers who are self-reliant and are able to board and deplane from an aircraft may do so unassisted in an emergency. The customer needs to be able to self-lift and communicate in such a way to understand the safety instructions and emergency instructions of Singapore Airlines crew. Customers, who are non-self reliant and who are unable to board or deplane from an aircraft without assistance, are not able to evacuate from an aircraft unassisted in an emergency. Customers who may be able to communicate by lip reading, sign or written language and need to observe a crew member during take off and landing for signals to brace and to evacuate. If customers are unable to see a crew member, they are to observe other passengers bracing, unfastening seatbelts and evacuating. The crew will point out the floor and ceiling exit lights near them and indicate that the lights will illuminate if evacuation is required. Crutches, canes or any other aid carried on board by a customer who may require it in the event of an emergency evacuation should be stored in a readily accessible location. Further information is available by contacting Singapore Airlines Reservation on or visiting our website at Dangerous Goods Dangerous Goods are items that are classed as those that endanger the safety of an aircraft or persons and on board an aircraft. Dangerous Goods are also known as restricted articles, hazardous materials and dangerous cargo. 18

19 The carriage of Dangerous Goods on Singapore Airlines aircraft is governed by Civil Aviation Safety Regulations in Australia and airline security policy. Carers Dangerous Goods must not be carried in (or as) passenger or crew checked baggage or carry on baggage, excepted as otherwise indicated on Singapore Airlines supports carers by: providing the necessary and up to date information regarding the customers travels explaining emergency procedures on board and safety as our high priority assistance with mobility aids communicating with the carer and customer and seeking to understand the customer s needs and which service measures are most practicable. treating everyone with respect and dignity Direct Assistance Singapore Airlines service representatives and staff are committed to providing the following direct assistance services and are available on request: 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 facilitating in the moving to and from an aircraft lavatory 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 providing limited assistance with meals and asking customers on their needs briefing individuals and their assistants on emergency procedures and the layout of the cabin and exits. Cabin Crew Singapore Airlines cabin crew will assist with: Reading out menus that are in written form and meal selection choice information. Assist customers with stowage of luggage and items in the cabin Open packages for people with poor dexterity. Identify items for customers. Push the customer wheelchairs to and from the lavatories where the individual or assistant can assist. 19

20 Endeavour to make the customer s journey as pleasant as possible. Singapore Airlines cabin crew will follow all airline policy and procedures, including Occupational Health and Safety policy. Singapore Airlines check in representatives are responsible for seat assignments. Due to legislation, special assistance passengers cannot be allocated in the actual emergency exit row of an aircraft. Cabin Crew are not expected to provide personal care, and generally are unable to provide assistance with breathing, feeding, toileting and medicating. The individual or safety assistant on board needs to perform these individual measures. Singapore Airlines cabin crew are happy to assist in areas possible. Useful customer tips Customers are able to: Plan well ahead of time Remove elements of surprise and limit the unexpected. Communicate special assistance needs and requests to Singapore Airlines and re confirm prior to the date of customer travel. Commitment Singapore Airlines is committed to ensuring when considering new aircraft purchases or those undergoing major refurbishment to consider options in meeting the needs of persons requiring special assistance. Singapore Airlines was the first to fly the A380 and allows wheelchair access to passengers on the lower deck and upper deck cabins. Changi Airport, Singapore Changi Airport is well catered to assist and facilitate customers, including those who require special assistance. The layout and spatial features of the airport itself allows free access and movement. Service measures provided by ground staff of the airport cater for various customer needs. The airport is well equipped to handle customers requiring special assistance. Facilities include: Accessible toilets, accessible lifts, ramps, open space, large signage, visual and audio announcements. Meet and Assist service, accessible food areas, accessible entertainment, shopping facilities and screening points. 20

21 Changi Airport aims to provide an experience that is safe, comfortable and immensely enjoyable. Singapore Airlines is committed to enhancing seamless airport processes through further cooperation and agreement with airports and stakeholders. Useful customer tips Obtain further information from Star Alliance/Codeshare Partners Singapore Airlines star alliance and codeshare partners aim to facilitate customer travel, offering service measures that are practicable to individual special requests and requirements. Further information is available on or customers may visit the respective star alliance partner website for details on individual airline special assistance service measures available. Customers are advised to communicate any special assistance requirements ahead of their date of travel to the airline/s they are travelling on. Service Measures Singapore Airlines offers a range of service measures for customers who require special assistance. Detailed information for customers begins at Further information is available by contacting Singapore Airlines Reservations, within Australia on Singapore Airlines highly recommends customers who require special assistance make their travel plans early and communicate any special requirements to Singapore Airlines by contacting Reservations on within Australia. This will ensure Singapore Airlines can provide the most practicable service measures to suit individual customer s effective manner. In the Media Singapore Airlines is committed to equal access and we further seek to enhance equal access awareness for all customers. In 2004, Singapore Airlines welcomed home the Australian paralympians. The team who won 100 medals travelled on four Singapore Airlines services, brining these heroes back home to Sydney, Melbourne, Brisbane and Perth. Communication Strategies 21

22 Customers can access further information via the Singapore Airlines website at The website is currently being updated to a new and more accessible version for customers. This will be completed progressively in Customers requiring information via the telephone may contact Singapore Airlines Reservations within Australia on Additional information is available from check in service representatives on the day of customer travel at the airport. Singapore Airlines may be able to accommodate late requests and changes, subject to availability and the requirement requested. Customers are recommended to contact Singapore Airlines in advance of their date of travel to request any special assistance. This will assist Singapore airlines provide available service measures to meet customer needs. Equal Access Training Training is provided to all Singapore Airlines staff members and service representatives. Equal access and special assistance training is multi focused and allows staff members to interact with examples and review their knowledge and skills. This is updated and reviewed regularly. Singapore Airlines understands that staff training is critical to sensitive, effective and consistent service. Liaison is conducted with service representative training coordinators to ensure equal access and its facilitation is maintained. Training is provided to staff directly to check in and gate agents, information desk agents, lost and found agents, cabin crew, office town staff, contact centre staff and other Singapore Airlines subsidiary crew and staff. Relationships are maintained with local airports, security service providers, customs, police, border control and immigration and airport retailers locally and abroad. The training programs currently in use include: Singapore Airlines company policies, procedures manual (incorporating Equal Access measures). This include details on the correct handling of persons and various aids. Staffs at the airport and service centers go through E-learning courses on serving passengers with reduced mobility. Staff are kept up to date by National Passenger Services Department on latest industry and stakeholder developments arising on Equal Access. Staff are trained on safety and security procedures in accordance with staff training plans. Training is conducted at the Singapore Airlines Training College for cabin crew and via e learning for other staff. SIA training programs: Providing case examples, self-assessment and allowing for regular review. 22

23 Providing visual and written material on Equal Access. Allowing discussions in workshops to take place. Promoting innovation, equal access cultural acceptance and creating understanding and clarity. Allowing review of staff member role and processes in order to better cater for all customers. Enhancing Equal Access awareness: Singapore Airlines staff and representatives enhance their equal access awareness through various initiatives, some detailed below: Staff are made of aware of reading body language, especially to make a customer feel more secure. Our staff will find the time, use proper communication and be patient with customers and their needs. Staff are aware not to use non verbal signs for vision impaired or blind customers Staff are aware to act naturally and allowing personal space Staff are aware to face customers when speaking, understand direction of voice Staff are aware to address passengers by their name Staff are aware to face the customer, so lip reading for example can occur Tone of voice is encouraged to be situated at a lower tone and use of body language and sign language where known by staff For those customers who are confused, staff will use active phrases, be specific and keep questions direct Customers in all situations will be asked whether they would like help and in which form. Singapore Airlines service partners have training programs in place consistent across Australia, which are legislatively complaint and focus on equal access and special assistance for customers. Singapore Airlines is committed to reviewing its current practices and providing training to staff to ensure equal access and its facilitation is best maintained. The Singapore Airlines website provides useful information to customers on special assistance, flight departure and arrival information, customer feedback and contact information. Please visit for more information. Singapore Airlines is committed to meet the continual needs and accessibility of all customers. Monitoring and Review Singapore Airlines seeks to monitor and review and evaluate progress against industry and seeks to involve employees and customers in the process. 23

24 Ownership and accountability for making improvements has been identified across the organisation from SIA management to all staff. The Singapore Airlines annual plan sets out our achievements and any future goals. Singapore Airlines Australia has a proactive Equal Access Committee that meets regularly to discuss Equal Access to better cater for customer needs. Looking ahead Singapore Airlines seeks to assess the impact of policies and procedures on customer travels. Involve stakeholders in formulation or updates of the Singapore Airlines Australia Equal Access Plan. Look at alternative approaches to equal access where possible. Wherever appropriate and practicable, review existing policies on a regular basis and during decision-making. Continue to review our service measures within our individual operations and capacities. To facilitate and review processes, Singapore Airlines Australia has established equal access facilitation audit with the aim of identifying positives, areas for improvement and facilitating greater access for all customers. These are used internally for special assistance improvements and with our service partners. Commitment Equal access and its facilitation are important. Singapore Airlines is committed to establishing and maintaining positive relationships with all customers, service partners and staff. Singapore Airlines welcomes all customer feedback on positive experiences and areas for improvement, to further facilitate equal access. Singapore Airlines seeks to provide an equal, accessible and pleasant experience for each and every customer. Feedback Passengers travelling on Singapore Airlines are encouraged to provide feedback. Alternatively, customers in Australia may contact Singapore Airline Reservations on and provide feedback via the telephone. There is a system to monitor and respond to feedback appropriately within a timely manner. We thank you for your feedback. Feedback can thus be provided by the following means: Onboard any Singapore Airlines flight Via the Singapore Airlines website at At an airport Singapore Airlines operates 24

25 Direct to a Singapore Airlines staff member Singapore Airlines is committed in ensuring people requiring special assistance have the same opportunities to provide feedback and will ensure a timely response. Equal Access is important at Singapore Airlines and together as a team we strive to facilitate our customers travel with the highest levels of service possible. Warm Regards, Singapore Airlines Limited. End. Information correct as of May