Air Travel Consumer Report

Aviation Consumer Protection Home Page Español/Spanish Organization & Functions | Air Travel Problems/Complaints | Air Travel Consumer Report | Rules & Guidelines Travel Tips & Publications | Airline Customer Service Plans | Service Cessations | Safety/Security Information New Horizons Information for the Air Traveler with a Disability Printer-friendly version (in Microsoft Word format) CONTENTS Introduction Planning Your Trip The New Traveling Environment Getting Advance Information About the Aircraft When Advance Notice Can Be Required When Attendants Can Be Required At The Airport Airport Accessibility Moving Through the Airport Passenger Information Security Screening Medical Certificates Communicable Diseases Getting On And Off The Plane The Safety Briefing Handling of Mobility Aids and Assistive Devices Boarding and Deplaning On The Plane Aircraft Accessibility Seat Assignments Service Animals In-Cabin Service Charges for Accommodations Prohibited Personnel Training Compliance Procedures Introduction For years, access to the nation’s air travel system for persons with disabilitieswas an area of substantial dissatisfaction, with both passengers and theairline industry recognizing the need for major improvement.In 1986 Congress passed the Air CarrierAccess Act, requiring the Department of Transportation (DOT) to develop newregulations which ensure that persons with disabilities will be treated withoutdiscrimination in a way consistent with the safe carriage of allpassengers. These regulations werepublished in March 1990 and have been amended several times since then. The DOT regulations, referred to here as the Air Carrier Access rules, represent amajor stride forward in improving air travel for persons withdisabilities.The rules clearly explainthe responsibilities of the traveler, the carriers, the airport operators, andcontractors, who collectively make up the system which moves over one millionpassengers per day. The Air Carrier Access Act was amended effectiveApril 5, 2000, to cover foreign air carriers.The rules that implement the ACAA will be amended to reflect thatchange. TheAir Carrier Access rules are designed to minimize the special problems thattravelers with disabilities face as they negotiate their way through thenation’s complex air travel system from origin to destination. This is achieved: By recognizing that the physical barriersencountered by passengers with disabilities can frequently be overcome byemploying simple changes in layout and technology. By adopting the principle that manydifficulties confronting passengers with hearing or vision impairments will berelieved if they are provided access to the same information that is availableto all other passengers. Through training of all air travel personnelwho come in day-to-day contact with persons with disabilities, to understandtheir needs and how they can be accommodated quickly, safely, and with dignity. Thisguide is designed to offer travelers with disabilities a brief butauthoritative source of information about the Air Carrier Access rules: theaccommodations, facilities, and services that are now required to beavailable. It also describes featuresrequired by other regulations designed to make air travel more accessible. Theguide is structured in much the same sequence as a passenger would plan for atrip: the circumstances he or she must consider prior to traveling, what willbe encountered at the airport, and what to expect in the transitions fromairport to airplane, on the plane, and then airplane to airport. Top of document Planning Your Trip The New Traveling Environment THE AIR CARRIER ACCESS RULES SWEEP aside many restrictionsthat formerly discriminated against passengers with disabilities: A carrier may not refuse transportation to apassenger solely on the basis of a disability. Air carriers may not limit the number ofindividuals with disabilities on a particular flight. All trip information that is made availableto other passengers also must be made available to passengers withdisabilities. Carriers must provide passage to anindividual who has a disability that may affect his or her appearance orinvoluntary behavior, even if this disability may offend, annoy, or be aninconvenience to crew-members or other passengers. There are a few exceptions: The carrier may refuse transportation if theindividual with a disability would endanger the health or safety of otherpassengers, or transporting the person would be a violation of FAA safetyrules. The carrier may refuse transportation ifthere are no lifts, boarding chairs or other devices available which can beadapted to enplane the passenger.Airline personnel are not required to carry a mobility-impaired personon or off the aircraft by hand, i.e. to directly pick up the passenger's bodyin the arms of one or more airline staffers and carry the individual up or downstairs. Lifts or similar devices arecurrently required for nearly all flights on aircraft with 19 or more seats atairports with 10,000 or more annual enplanements. There are special rules about persons withcertain disabilities or communicable diseases.These rules are covered in the chapter entitled “ At the Airport .” The carrier may refuse transportation if itis unable to seat the passenger without violating the FAA Exit Row Seatingrules. See the chapter “ On the Plane .” There are new procedures for resolving disputes: All carriers are now required to have aComplaints Resolution Official (CRO) immediately available (even if by phone)to resolve disagreements which may arise between the carrier and passengerswith disabilities. Travelers who disagree with a carrier’s actionstoward them can pursue the issue with the carrier’s CRO on the spot. A carrier that refuses transportation to anyperson based on a disability must provide a written statement to that personwithin 10 calendar days, stating the basis for the refusal.The statement must include, whereapplicable, the basis for the carrier’s opinion that transporting the personcould be harmful to the safety of the flight. If the passenger is still not satisfied, he or she may pursue DOT enforcement action. Getting Advance Information About the Aircraft Travelerswith disabilities must be provided information upon request concerningfacilities and services available to them.When feasible this information will pertain to the specific aircraftscheduled for a specific flight. Suchinformation includes: Any limitations concerning the ability of theaircraft to accommodate an individual with a disability (the carrier shallprovide this information to any passenger who states that he or she uses awheelchair for boarding, even if the passenger does not explicitly request theinformation); The location of seats (if any) with movableaisle armrests and any seats which the carrier does not make available to anindividual with a disability (e.g., exit rows); Any limitations on the availability ofstorage facilities in the cabin or in the cargo bay for mobility aids or otherequipment commonly used by an individual with a disability; Whether the aircraft has an accessible lavatory. Normally,advance information about the aircraft will be requested by phone.Any carrier that provides telephone servicefor the purpose of making reservations or offering general information mustprovide comparable services for hearing-impaired individuals, utilizingtelecommunications devices for the deaf (TDDs), or text telephones (TTs).The TTs shall be available during the samehours that the general public has access to regular phone service.The response time to answer calls on the TTline shall also be equivalent to the response time available to the generalpublic. Charges for the call, if any, shall be the same as charges made to thegeneral public. When Advance Notice Can Be Required Airlinesmay not require passengers with disabilities to provide advance notice of theirintent to travel or of their disability except as provided below.Nonetheless, letting the airline know inadvance how they can help you will generally result in a smoother trip. Carriersmay require up to 48 hours advance notice and one hour advance check-in from aperson with a disability who wishes to receive any of the following services: Transportation for an electric wheelchair onan aircraft with fewer than 60 seats; Provision by the carrier of hazardousmaterials packaging for the battery of a wheelchair or other assistive device; Accommodations for 10 or more passengers withdisabilities who travel as a group; Provision of an on-board wheelchair on anaircraft that does not have an accessible lavatory for persons who can use aninaccessible lavatory but need an on-board chair to do so. Anairline that uses a “block seating” approach to provide special seating forpassengers with disabilities is free to require 24 hours advance notice forsuch accommodations. See the “Seating”section later in this booklet. Carriersare not required to provide the following services or equipment, but shouldthey choose to provide them, they may require 48 hours advance notice and a onehour advance check-in: Medical oxygen for use on board the aircraft; Carriage of an incubator; Hook-up for a respirator to the aircraft'selectrical supply; Accommodations for a passenger who musttravel on a stretcher. Carriersmay impose reasonable, non­discriminatory charges for these optionalservices. Wherea service is required by the rule, the airline must ensure that it is providedif appropriate notice has been given and the service requested is available onthat particular flight. If a passengerdoes not meet advance notice or check-in requirements, carriers must make areasonable effort to accommodate the requested service, providing this does notdelay the flight. Ifa passenger with a disability provides the required notice but is required tofly on another carrier (for example, if the flight is cancelled), the originalcarrier must, to the maximum extent feasible, provide assistance to the secondcarrier in furnishing the accommodation requested by the individual. Itmust be recognized that even when a passenger has requested information inadvance on the accessibility features of the scheduled aircraft, carriers sometimeshave to substitute a different aircraft at the last minute for safety,mechanical or other reasons. Thesubstitute aircraft may not be as fully accessible—a condition that may prevailuntil the retirement of the last of the aircraft that were in service beforethe implementation of the Air Carrier Access rules. When Attendants Can Be Required Carriersmay require the following individuals to be accompaniedby an attendant: A person traveling on a stretcher or in anincubator (for flights where such service is offered); A person who, because of a mental disability,is unable to comprehend or respond appropriately to safety instructions fromcarrier personnel; A person with a mobility impairment so severethat the individual is unable to assist in his or her own evacuation from theaircraft; A person who has both severe hearing andsevere vision impairments which prevent him or her from receiving and acting onnecessary instructions from carrier personnel when evacuating the aircraftduring an emergency. Thecarrier and the passenger may disagree about the applicability of one of thesecriteria. In such cases, the airlinecan require the passenger to travel with an attendant, contrary to thepassenger’s assurances that he or she can travel alone. However, the carriercannot charge for the transportation of the attendant. Theairline can choose an attendant in a number of ways.It could designate an-off duty employee who happened to betraveling on the same flight to act as the attendant.The carrier or the passenger with a disability could seek avolunteer from among other passengers on the flight to act as the attendant.The carrier could provide a free ticket toan attendant of the passenger's choice for that flight segment.In the end, however, a carrier is notrequired to find or furnish an attendant. Theattendant would not be required to provide personal service to the passengerwith a disability other than to provide assistance in the event of an emergencyevacuation. This is in contrast to thecase of the passenger that usually travels accompanied by a personal attendant,who would provide the passenger whatever service he or she requests. Ifthere is not a seat available on the flight for an attendant, and as a result aperson with a disability holding a confirmed reservation is denied travel onthe flight, the passenger with a disability is eligible for denied boardingcompensation. Forpurposes of determining whether a seat is available for an attendant, theattendant shall be deemed to have checked in at the same time as the personwith the disability. Top of document At The Airport Airport Accessibility UNTIL A FEW YEARS AGO, ONLY THOSE AIRPORT facilitiesdesigned, constructed, or renovated by or for a recipient of federal funds hadto comply with federal accessibility standards.Even at federally-assisted airports, not all facilities andactivities were required to be accessible.Examples are privately-owned ground transportation and concessionsselling goods or services to the public.As a result of the Air Carrier Access rules, and the Americans withDisabilities Act of 1990 (ADA) and implementing regulations, theseprivately-owned facilities must also be made accessible. Ingeneral, airports under construction or being refurbished must comply with theADA Accessibility Guidelines (ADAAG) and other regulations governingaccessibility in accordance with a timetable established in the ADA.The ADAAGs can be found at http://www.access-board.gov/adaag/html/adaag.htm .Note in particular section 10.4,“Airports.” Thus, while there are stillmany changes to be made, the accessibility of most airports is improving.With few exceptions, the following servicesshould be available in all air carrier terminals within the next few years: Accessible parking near the terminal; Signs indicating accessible parking and theeasiest access from those spaces to the terminal; Accessible medical aid facilities andtravelers aid stations; Accessible restrooms; Accessible drinking fountains; Accessible ticketing systems at primary farecollection areas; Amplified telephones and text telephones(TTs) for use by persons with hearing and speech impairments (there must be atleast one TT in each terminal in a clearly marked accessible location); Accessible baggage check-in and retrieval areas; Jet bridges and mobile lounges that areaccessible (at airports that have such facilities); Level entry boarding ramps, lifts or othermeans of assisting an individual with a disability on and off an aircraft; Information systems using visual words,letters or symbols with lighting and color coding, and systems for providinginformation orally; Signs indicating the location of specific facilitiesand services. Moving Through the Airport Tomake travel easier for an individual with a disability, major airports will berequired to make the following services accessible under new rules being putinto effect in the next several years: Shuttle vehicles, owned or operated byairports, transporting people between parking lots and terminal buildings; People movers and moving walkways within andbetween terminals and gates. Allcarrier facilities must currently include one accessible route from an airportentrance to ticket counters, boarding locations and baggage handlingareas. These routes must minimize anyextra distance that wheelchair users must travel compared to other passengersto reach these facilities. Outbound andinbound baggage facilities must provide efficient baggage handling forindividuals with a disability, and these facilities must be designed andoperated so as to be accessible. Theremust be appropriate signs to indicate the location of accessible services. Carrierscannot restrict the movements of persons with disabilities in terminals orrequire them to remain in a holding area or other location while awaitingtransportation and other assistance. Curbside baggage check-in (available only fordomestic flights) may be helpful to passengers with a disability. Passenger Information Carriers must ensure that individuals withdisabilities, including those with vision and hearing impairments, have timelyaccess to the same information provided to other passengers,including (but notlimited to) information on: ticketing; scheduled departure times and gates; change of gate assignments; status of flight delays; schedule changes; flight check-in; checking and claiming of luggage. This information must bemade available upon request. A crewmember is not required to interrupt his or her immediate safety duties tosupply such information. A copy of the Air Carrier Access rules must be madeavailable by carriers for inspection upon request at each airport. As previously noted, any carrier that providestelephone service for the purpose of making reservations or offering generalinformation shall also provide TT service.This service for people with speech and hearing impairments must beavailable during the same hours that the general public has access to regularphone service, with equivalent response times and charges. Security Screening An individual with a disability must undergo thesame security screening as any other member of the traveling public. If an individual with a disability is able to passthrough the security system without activating it, the person shall not besubject to special screening procedures.Security personnel are free to examine an assistive device that theybelieve is capable of concealing a weapon or other prohibited item.If an individual with a disability is notable to pass through the system without activating it, the person will besubject to further screening in the same manner as any other passengeractivating the system. Security screening personnel at some airports mayemploy a hand-held device that will allow them to complete the screeningwithout having to physically search the individual.If this method is still unable to clear the individual and aphysical search becomes necessary, then at the passenger’s request, the searchmust be done in private. If the passenger requests a private screening in atimely manner, the carrier must provide it in time for the passenger to boardthe aircraft. Such private screeningswill not be required, however, to a greater extent or for any different reasonthan for other passengers. However,they may take more time. Medical Certificates A medical certificate is a written statement fromthe passenger’s physician saying that the passenger is capable of completingthe flight safely without requiring extraordinary medical care. A disability is not sufficient grounds for a carrierto request a medical certificate.Carriers shall not require passengers to present a medical certificateunless the person: Is on a stretcher or in an incubator (where such service is offered); Needs medical oxygen during flight (where such service is offered); Has a medical condition which causes thecarrier to have reasonable doubt that the individual can complete the flightsafely, without requiring extraordinary medical assistance during the flight;or Has a communicable disease or infection thathas been determined by federal public health authorities to be generallytransmittable during flight. If the medical certificateis necessitated by a communicable disease (see next section), it must say thatthe disease or infection will not be communicable to other persons during thenormal course of flight, or it shall state any conditions or precautions thatwould have to be observed to prevent transmission of the disease or infectionto others. Carriers cannot mandate separate treatment for anindividual with a disability except for reasons of safety or to prevent thespread of a communicable disease or infection. Communicable Diseases As part of their responsibility to their passengers,air carriers try to prevent the spread of infection or a communicable diseaseon board an aircraft. If a person whoseeks passage has an infection or disease that would be transmittable duringthe normal course of a flight, and that has been deemed so by a federal publichealth authority knowledgeable about the disease or infection, then the carriermay: Refuse to provide transportation to the person; Require the person to provide a medical certificatestating that the disease at its current stage would not be transmittable duringthe normal course of flight, or describing measures which would preventtransmission during flight; Impose on the person a condition orrequirement not imposed on other passengers (e.g., wearing a mask). If the individual has acontagious disease but presents a medical certificate describing conditions orprecautions that would prevent the transmission of the disease during theflight, the carrier shall provide transportation unless it is not feasible toact upon the conditions set forth in the certificate to prevent transmission ofthe disease. Top of document Getting On And Off The Plane The Safety Briefing FAA REGULATIONS REQUIRE THAT carrierpersonnel provide a safety briefing toall passengers before takeoff. Thisbriefing is for the passengers’ own safety and is intended for that purposeonly. Carrier personnel may offer an individual briefingto a person whose disability precludeshim or her from receiving the information presented in the generalbriefing. The individual briefing mustbe provided as inconspicuously and discretely as possible.Most carriers choose to offer this briefingbefore other passengers board the flight if the passenger with a disabilitychooses to pre-board the flight. Acarrier can present the special briefing at any time before takeoff that doesnot interfere with other safety duties. Carriers may not ‘quiz’ the individual about thematerial presented in the briefing, except to the same degree they quiz allpassengers about the general briefing.A carrier cannot take any adverse action against the passenger on thebasis that, in the carrier’s opinion, the passenger did not understand thesafety briefing. Safety briefings presented to passengers on videoscreens must have an open caption or an insert for a sign language interpreter,unless this would interfere with the video or would not be large enough to beseen. This requirement takes effect asold videos are replaced in the normal course of business. Handling of Mobility Aids and Assistive Devices To the extent consistent with various FAA safetyregulations, passengers may bring on board and use ventilators and respirators,powered by non-spillable batteries.Assistive devices brought into the cabin by an individual with adisability shall not count toward a limit on carry-on items. Persons using canes and other assistive devices maystow these items on board the aircraft, consistent with safety regulations.Carriers shall permit passengers to stow wheelchairs or component parts of amobility device under seats, or in overhead compartments. Carriers must permit one folding wheelchair to bestowed in a cabin closet, or other approved priority storage area, if theaircraft has such areas and stowage can be accomplished in accordance with FAAsafety regulations. If the passengerusing it pre-boards, stowage of the wheelchair takes priority over the carry-onitems brought on by other passengers enplaning at the same airport (includingpassengers in another cabin, such as First Class), but not over items ofpassengers who boarded at previous stops. When stowed in the cargo compartment, wheelchairsand other assistive devices must be given priority over cargo and baggage, andmust be among the first items unloaded.Mobility aids shall be returned to the owner as close as possible to thedoor of the aircraft (consistent with DOT hazardous materials regulations) orat the baggage claim area, in accordance with whatever request was made by thepassenger before boarding. If the priority storage accorded to mobility aidsprevents another passenger’s baggage from being carried, the carrier shall makeits best efforts to ensure the other baggage arrives within four hours. On certain aircraft, some assistive devices willhave to be disassembled in order to be transported (e.g., electric wheelchairs,other devices too large to fit in the cabin or in the cargo hold in onepiece). When assistive devices aredisassembled, carriers are obligated to return them to passengers in thecondition that the carrier received them (e.g., assembled). Carriersmust transport battery-powered wheelchairs, except where cargo compartment sizeor aircraft airworthiness considerations do not permit doing so.Electric wheelchairs must be treated inaccordance with both DOT regulations for handling hazardous materials, and DOTAir Carrier Access regulations, which differentiate between spillable andnon-spillable batteries: Spillable Batteries. If the chair is poweredby a spillable battery, the battery must be removed unless the wheelchair canbe loaded, stored, secured, and unloaded always in an upright position.When it is possible to load, store, secure,and unload with the wheelchair always in an upright position and the battery issecurely attached to the wheelchair, the carrier may not remove the batteryfrom the chair. Nonspillable Batteries . It is never necessaryunder the DOT hazardous materials regulations to remove a battery that ismarked as nonspillable from a wheelchair before stowing it.DOT issued rules that require newnon-spillable batteries to be marked as such effective September 1995. The carrier may remove a battery that is not marked as nonspillable from themobility aid if it cannot be loaded, stored, secured and unloaded always in anupright position. An across-the-boardassumption that all batteries are spillable is not consistent with the AirCarrier Access rules. A nonspillable battery may be removed where it appears to be damaged and leakageof battery fluid is possible. Other provisions concerning electric wheelchairs: The battery of a wheelchair may not be drained. When DOT hazardous materials regulationsrequire detaching the battery from the wheelchair, the carrier shall uponrequest provide packaging for the battery that will meet safety requirements. Carriers may not charge for packagingwheelchair batteries. Carriers may require passengers with electricwheelchairs to check in one hour before flight time. If a passenger checks in less than one hourbefore flight time, the carrier shall make a reasonable effort to carry his orher wheelchair unless this would delay the flight. Carriers must allow passengers to providewritten instructions concerning the disassembly and assembly of theirwheelchairs. Carriers may not require apassenger with a disability to sign a waiver of liability for damage or loss ofwheelchairs or other assistive devices.The carrier may make note of any pre-existing defect to the device. On domestic trips, airlines are permitted to limittheir liability for loss, damage or delay to checked baggage to $2,500 perpassenger. This limit does not apply towheelchairs or other assistive devices, however. When an assistive device is lost or destroyed on a domestic trip,the criterion for calculating the compensation is the original purchase priceof the device. This expanded liability for assistive devices doesnot extend to international trips, where the Warsaw Convention applies.For most international trips (including thedomestic portions of an international trip) the current liability isapproximately $9.07 per pound for checked baggage and $400 per passenger forunchecked baggage, including assistive devices. [1] Boarding and Deplaning Properly trained service personnel who areknowledgeable on how to assist individuals with a disability in boarding andexiting must be available if needed.Equipment used for assisting passengers must be kept in good workingcondition. Boarding and exiting most medium and large-size jet aircraft is almost always by way of level boarding ramps or mobile lounges, which must be accessible. If ramps or mobile lounges are not used, then on most flights using aircraft with 19 or more seats a lifting device (other than a device used for freight) must be provided to assist persons with limited mobility safely on and off the aircraft. On flights on smaller aircraft, passengers with mobility impairments are generally carried up and down the aircraft’s boarding stairs using a "boarding chair." Airlines are not permitted to hand-carry passengers on and off aircraft, i.e., to directly pick a passenger’s body in the arms of airline personnel. In order to provide some personal assistance andextra time, the air carrier may offer a passenger with a disability, or anypassenger that may be in need of assistance, the opportunity to pre-board theaircraft. The passenger has the optionto accept or decline the offer. On connecting flights, the delivering carrier isresponsible for providing assistance to the individual with a disability inreaching his or her connecting flight. Carriers cannot leave a pas­senger unattended formore than 30 minutes in a ground wheelchair, boarding chair, or other device inwhich the passenger is not independently mobile. Top of document On The Plane Aircraft Accessibility PRIOR TO THE ENACTMENT OF THE AIR CarrierAccess Act of 1986, accessibility requirements for aircraft were verylimited. The rules implementing thatlaw require that new aircraft delivered after April 1992 have the followingaccessibility features: For aircraft with 30 or more passenger seats: At least one half of the armrests on aisle seats shall be movable to facilitate transferring passengers from on‑board wheelchairs to the aisle seat; Carriers shall establish procedures to ensure that individuals with disabilities can readily obtain seating in rows with movable aisle armrests; An aisle seat is not required to have a movable armrest if not feasible or if a person with a disability would be precluded from sitting there by FAA safety rules (e.g., an exit row). For aircraft with 100 or more seats: Priority space in the cabin shall be provided for stowage of at least one passenger’s folding wheelchair. (This rule also applies to aircraft of smaller size, if there is a closet large enough to accommodate a folding wheelchair.) For aircraft with more than one aisle: At least one accessible lavatory (with door locks, call buttons, grab bars, and lever faucets) shall be available which will have sufficient room to allow a passenger using an on-board wheelchair to enter, maneuver, and use the facilities with the same degree of privacy as other passengers. Aircraft with more than 60 seats must have anoperable on-board wheelchair if There is an accessible lavatory, or A passenger provides advance notice that he or she can use an inaccessible lavatory but needs an on-board chair to reach it, even if the aircraft predated the rule and has not been refurbished (see below). An aircraft delivered beforeApril 1992 does not have to be made accessible until its interior isrefurbished. At that time the relevantaccessibility features shall be added. Airplanes in the commercial fleet have their seatsreplaced under different schedules depending on the carrier.At the time when all seats are beingreplaced on an aircraft with 30 or more passenger seats,half of the aisle seatsmust be equipped with movable aisle armrests.This shall be done on smaller aircraft to the extent it is not inconsistentwith structural, weight, balance, operational or interior configurationlimitations. Similarly, all aircraft undergoing replacement ofcabin interior elements or lavatories must meet the accessibility requirementsfor the affected features, including cabin storage space for a folding wheelchair,and an on-board wheelchair if there is an accessible lavatory (unlessprohibited by structural, weight, balance, or configuration limitations). Seat Assignments An individual with a disability cannot be requiredto sit in a particular seat or be excluded from any seat, exceptas provided by FAA safety rules, such as theFAA Exit Row Seating rule. For safetyreasons, that rule limits seating in exit rows to those persons with the mostpotential to be able to operate the emergency exit and help in an aircraftevacuation. The carrier cannot denytransport, but may deny specific seats to travelers who are less than age 15 orlack the capacity to act without an adult, or who lack suf­­ficient mobility,strength, dexterity, vision, hearing, speech, reading or comprehensionabilities to perform emergency evacuation functions.The carrier may also deny specific seats to persons with acondition or responsibilities, such as caring for small children, that mightprevent the person from performing emergency evacuation functions, or causeharm to themselves in doing so. A traveler with a disability may also be denied certain seats if: The passenger’s involuntary behavior is suchthat it could compromise safety of the flight and the safety problem can bemitigated to an acceptable degree by assigning the passenger a specific seatrather than refusing service; The seat desired cannot accommodate guide dogs or service animals. In each instance, carriers are obligated to offer alternative seat locations. Service Animals Carriers must permit dog guides or other serviceanimals with appropriate identification to accompany an individual with adisability on a flight. Identificationmay include cards or other documentation, presence of a harness or markings ona harness, tags, or the credible verbal assurance of the passenger using theanimal. If carriers provide special information topassengers concerning the transportation of animals outside the continentalUnited States, they must provide such information to all passengers withanimals on such flights, not simply to passengers with disabilities who aretraveling with service animals. Carriers must permit a service animal to accompany atraveler with a disability to any seat in which the person sits, unless theanimal obstructs an aisle or other area that must remain clear in order tofacilitate an emergency evacuation, in which case the passenger will beassigned another seat. In-Cabin Service Air carrier personnel shall assist a passenger with a disability to: Move to and from seats as a part of theboarding and exiting process; Open packages and identify food (assistancewith actual eating is not required); Use an on-board wheelchair when available toenable the passenger to move to and from the lavatory; Move to and from the lavatory, in the case ofa semi-ambulatory person (as long as this does not require lifting or carryingby the airline employee); Load and retrieve carry-on items, includingmobility aids and other assistive devices stowed on board the aircraft. Carrier personnel are notrequired to provide assistance inside the lavatory or at the passenger’s seatwith elimination functions. The carrierpersonnel are also not required to perform medical services for an individualwith a disability. Charges for Accommodations Prohibited Carriers cannot impose charges for providingfacilities, equipment, or services to an individual with a disability that arerequired by DOT's Air Carrier Access regulations.They may charge for optional services, however, such as oxygenand accommodation of stretchers. Personnel Training Carriers must provide training on passengers withdisabilities for all personnel who deal with the traveling public.This training shall be appropriate to theduties of each employee and will be designed to help the employee understandthe special needs of these travelers, and how they can be accommodated quickly,safely, and with dignity. The trainingmust familiarize employees with: The Department of Transportation’s rules onthe provision of air service to an individual with a disability; The carrier’s procedures for providingtransportation to persons with disabilities, including the proper and safeoperation of any equipment used to accommodate such persons; How to respond appropriately to persons withdifferent dis­abilities, including persons with mobility, sensory, mental, andemotional disabilities. Top of document Compliance Procedures EACH CARRIER MUST HAVE AT LEAST oneComplaints Resolution Official (CRO) available at each airport during times ofscheduled carrier operations. The CROcan be made available by telephone. Any passenger having a complaint of allegedviolations of the Air Carrier Access rules is entitled to communicate with aCRO, who has authority to resolve complaints on behalf of the carrier. If a CRO receives a complaint before the action ofcarrier personnel has resulted in violation of the Air Carrier Access rules,the CRO must take or direct other carrier personnel to take action to ensurecompliance with the rule. The CRO,however, does not have authority to countermand a safety-based decision made bythe pilot-in-command of an aircraft. If the CRO agrees with the passenger that aviolation of the rule occurred, he must provide the passenger a writtenstatement summarizing the facts and what steps if any, the carrier proposes totake in response to the violation. If the CRO determines that no violation hasoccurred, he must provide the passenger a written statement summarizing thefacts and reasons for the decision or conclusion. The written statement must inform the interestedparty of his or her right to pursue DOT enforcement action if the passenger isstill not satisfied with the response.If possible, the written statement by the CRO must be given to thepassenger at the airport; otherwise, it shall be sent to the passenger within10 days of the incident. Carriers shall establish a procedure for resolvingwritten complaints alleging violations of any Air Carrier Access ruleprovision. If a passenger chooses tofile a written complaint, the complaint should note whether the passengercontacted the CRO at the time of the alleged violation, including the CRO’sname and the date of contact, if available.It should include any written response received from the CRO.A carrier shall not be required to respondto a complaint postmarked more than 45 days after the date of an allegedviolation. A carrier must respond to a written complaint within30 days after receiving it. Theresponse must state the airline’s position on the alleged violation, and mayalso state whether and why no violation occurred, or what the airline plans todo about the problem. The carrier mustalso inform the passenger of his or her right to pursue DOT enforcement action. Any person believing that a carrier has violated anyprovision of the rule may contact the following office for assistance: Department of Transportation Aviation Consumer Protection Division, C-75 400 Seventh Street, S.W. Washington, D.C. 20590 E-mail: airconsumer@ost.dot.gov [1] As with any passengerbaggage, this limit may be increased through Excess Valuation coveragepurchased through the individual airline.The passenger should also check his or her homeowners or rentersinsurance to determine whether it provides additional coverage. Organization & Functions | Air Travel Problems/Complaints | Air Travel Consumer Report | Rules & Guidelines Travel Tips & Publications | Airline Customer Service Plans | Service Cessations | Safety/Security Information Additional information may be obtained by contacting airconsumer@ost.dot.gov . Office of Aviation Enforcement and Proceedings 400 Seventh Street, SW, Room 4107 Washington, DC 20590 http://airconsumer.ost.dot.gov

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Germany Travel

Travel German - vocabulary for travellers visiting Germany tips & resources to learn German Visit our Contacts between German Learners " Travel German " - vocabulary for travellers visiting Germany diese Seite auf Deutsch Have you already had the embarrassment of travelling a country without knowing a word of the national language? Think about the completely new dimension of experiences that are available to a traveller when he can talk with the locals in their own language! Although most Germans can at make themselves clear with 'a few scraps' of a foreign language, usually English, French or Spanish, you will still benefit from being able to communicate in German. Here are a couple of tips for quick orientation: | basic travel words and phrases | facts about Germany | practical travel information | German travel phrases and Words At the service of travlang.com and its page Foreign Languages for Travellers a quick click on your mother tongue and then a click on the flag of the target language will take you to a choice of foreign word lists (structure words, numbers, shop, journeys, directions, places and times). Very easy, basic and open. You will also find similar lists with standard words and sentences on the following pages: Essential holiday phrases from the BBC (also to listen!) German Travel Dictionary from www.canuckabroad.com www.parlo.com/de/german_basics_en.asp (also to listen!) If you want to get in into the foreign language more deeply, then we recommend buying a special travel dictionary/phrase book. Word lists and simple sentences are normally categorized according to typical tourist situations. If you already know how to speak some sentences in the foreign language, a 'classical' dictionary is recommended because you can finds a specific word to translate faster there. Here are a few further tips on online and offline ictionaries and - much more comfortable - information on the electronic Franklin BOOKMAN translator. Emergency guide: most important words Emergency help in a foreign country. Nervous that you may not be able to express yourself adequately? With these one page documents you will have the most important words and sentences at hand in case of an emergency (Acrobat pdf format) >>> German-English (369kb) >>> German-French (397kb) >>> German-Italian (373kb) >>> German-Spanish (408kb) >>> German-Turkey (355kb) Facts about Germany Besides the classical travel literature a few online services are offering quick overviews about Germany. The information is thus often more up to date. Here are the most important sources in various languages: The independent and non-commercial site www.deutschland.de is organized by the German government and offers a collection of essential references to German information in 5 languages. www.germany-tourism.de : The German National Tourist Board (Deutsche Zentrale für Tourismus e.V. / DZT) with its portal for tourism in Germany On the website of the Federal Foreign Office there is not only information about entry into Germany, consular services and customs, but also an event diary and Facts about Germany with information on The country and the people, History, The State, the Legal System and the Citizens, Foreign policy, The Economy, Education, Science, & Research and Society and Culture available in 5 languages. · Here are some of the best of the other references written in English: www.lonelyplanet.com/destinations/europe/germany/ www.german-way.com/ www.europe-today.com/germany/index.html web.tampabay.rr.com/maseman/travel.html www.raileurope.com/us/rail/passes/germany_index.htm www.informationeurope.com/germanypage.html www.travelnotes.org/Europe/germany.htm www.travelsthroughgermany.com/ Germany - Consular Information Sheet of the U.S. State Department Especially for all, who love travel by train: www.bahn.de/pv/view/int_guest/subhome/international_guests.shtml Practical travel information Here we have listed some overviews - mostly with German comments only: events, sights city maps , route planing phone services , emergency numbers German airlines, car rental hotels Tips for business professionals visiting Germany (book recommendation) A lot of new interesting information appears on the Internet every day. Searches with (e.g.) yahoo.com can help you find these. Suggested search words include: "travel languages"- - - "German for travellers" - - - "Reisewörterbuch" - - - "Reise Sprache" - - - "Fremdsprache Reisen" - - - "foreign language" - - - "travel dictionary"... German as a foreign language (DaF) Textbooks DaF Learning software Dictionaries Travel German Online German courses German spelling reform German tests Grammar German culture Literature Encyclopaedia Cinema Fairy tales Jokes Music TV & Radio E-mail Newsletter Journalism Public festivals Christmas Learning tips for your course abroad Prepare During After Useful pages Apply for a job City maps Relocation in Germany Job hunt in Germany Educational resources Back to the main page for GermanLearners >>> For intensive German training: Take part in our German language program in Bamberg / Germany © 2000-2005 Language school TREFF PUNKT , Bamberg / Germany E-mail: info@learn-german-online.net - Link Exchange & Advertisement - Masthead Last update: November 23, 2005 - Ideas for Learning German

Japan Travel

JAPAN AIRLINES - CONSULT US! Japan Specialist Travel Agencies -- Choose a Country. AUSTRALIA AUSTRIA BELGIUM BRAZIL CANADA CHINA EGYPT FRANCE GERMANY HONG KONG INDIA INDONESIA ITALY JAPAN KOREA MALAYSIA MEXICO NETHERLANDS NEW ZEALAND PHILIPPINES RUSSIA SINGAPORE SPAIN SWITZERLAND TAIWAN (R.O.C.) THAILAND U.K. U.S.A. VIETNAM For further information regarding your travel to Japan, please send a facsimile message or e-mail to Japan Airlines office or the appointed agency in your country listed below. AUSTRALIA Office Name JALPAK INTERNATIONAL OCEANIA PTY.LTD. Address Level 14, Darling Park, 201 Sussex St. Sydney Telephone (02) 9285-6600 Facsimile (02) 9267-1321 E-mail sydksm@jalpak.com.au AUSTRIA Office Name JALPAK INTERNATIONAL (AUSTRIA) Address Kaerntner Strasse 11 Weinburgasse 2 4 Stock Telephone 01-512-7525 Facsimile 01-512 -2561 E-mail vienna@jalpak.co.uk BELGIUM Office Name JALPAK INTERNATIONAL (EUROPE) B.V. Address Av.Louise 283, Box17 1050 Brussels Telephone 02-639-0910 Facsimile 02-639-0911 E-mail info@jalpak.be BRAZIL Office Name JAPAN AIRLINES SAO PAULO OFFICE Address Avenida Paulista, 542 - 2/3 andares - Cerqueira Cesar 01310-000 - Sao Paulo - SP Telephone 11-3175-2260 Facsimile 11-3175-2241 E-mail org.saossu.jali@jal.com CANADA Office Name JAPAN AIRLINES VANCOUVER OFFICE Address 25th Floor, 1075 West Georgia St., Vancouver, B.C., Canada, V6E 3C9 Telephone 604-606-7735 Facsimile 604-606-7704 E-mail jalcanada@jal.com To page top CHINA Office Name JAPAN AIRLINES BEIJING OFFICE Address 1st Floor, Chang Fu Gong Office Bldg., jiangguo Menwai Dajie, Beijing Telephone 010-6513-0888 Facsimile 010-6513-9865 E-mail org.bjsssu.jal@jal.com Office Name JAPAN AIRLINES SHANGHAI OFFICE Address Room 201, Shanghai Rui Jin Bldg., 205 Mao Ming Nan Lu, Shanghai Telephone 021-6288-3000 Facsimile 021-6288-2505 E-mail shanghai.sales@jal.com EGYPT ( Middle East & Africa ) Office Name JAPAN AIRLINES CAIRO OFFICE Address 1, El Saleh Ayoub St., Zamalek, Cairo Telephone 02-738-1422 Facsimile 02-738-1421 E-mail org.caissg.jal@jal.com FRANCE Office Name JALPAK INTERNATIONAL (FRANCE) S.A.S Address 4, Rue Ventadour 75001 Paris Telephone 01-4455-1500 Facsimile 01-4455-1599 E-mail kss@jalpak.fr GERMANY Office Name JALPAK INTERNATIONAL (GERMANY) GmbH. Address Immermannstr.45 40210 Duesseldorf Telephone (0211)1686-01 Facsimile (0211)1686-160 E-mail web@jalpak.de HONG KONG Office Name JAL SETELLITE TRAVEL CO.LTD. Address Rm. 2901, 29/F., Tower 6, The Gateway, Harbour City, 9 Canton Road, T.S.T., Kowloon Telephone (852) 3429-1298 Facsimile (852) 6104-9053 E-mail satellite@jalselect.com.hk To page top INDIA Office Name JAPAN AIRLINES NEW DELHI OFFICE Address Chandralok Bldg., 36 Janpath, New Delhi 110 001, INDIA Telephone (011)-2332-3174 Facsimile (011)-2332-0586 E-mail delssjl@del2.vsnl.net.in INDONESIA Office Name P. T. TAURINA TRAVEL JAYA Address Kyoei Prince Bldg. Jl. Jend. Sudirman Kav, 3-4 Jakarta Telephone (021)251-0555 Facsimile (021) 251-0556 E-mail sales@taurina.co.id ITALY Office Name JALPAK INTERNATIONAL (EUROPE) B.V. Address Piazza Bertarelli 1, 20122 Milan Telephone 02-7255-3333 Facsimile 02-7200-0618 E-mail booking-it@jalpak.it JAPAN Office Name JAL TRAVEL Address 3-7-10 Shimo-meguro, Megoru-ku, Tokyo Telephone 03-5436-6734 Facsimile 03-5436-6796 E-mail inb@jaltravel.com KOREA Office Name JAPAN AIRLINES SEOUL OFFICE Address Paiknam Bldg.188-3,Eulchi-Ro,1-Ka.Chung-Ku,Seoul Telephone 02-757-1720 Facsimile 02-774-1286 E-mail jal@jal.co.kr To page top MALAYSIA Office Name JALPAK MALAYSIA SDN. BHD. Address Suite 20.01A Level 20, Menara Lion, 165, Jalan Ampang. 50450, Kuala Lumpur Telephone 03-2161-0922 Facsimile 03-2161-4719 E-mail yoyaku@jalpak.com.my MEXICO Office Name JALPAK DE MEXICO,S,A,DE C.V Address Paseo de la Reforma No. 382, Piso, Col Juarez Del. Cuauhtemoc Mexico D.F.C.P. 5 to Telephone 55-5514-9976 Facsimile 55-5207-6858 E-mail outbound@jalpak.com.mx NETHERLANDS ( Scandinavia ) Office Name JALPAK INTERNATIONAL (EUROPE)B.V. Address Jozef Israelskade 48C, 1072 SB Amsterdam Telephone 020-5709820 Facsimile 020-6736171 E-mail info@jalpak.nl NEW ZEALAND Office Name JALPAK INTERNATIONAL OCEANIA PTY LTD. Address 12th Floor, Westpac TRUST Tower, 120 Albert Street, Auckland Telephone (09) 303-2887 Facsimile (09) 366-0772 E-mail aklssp.jal@jalpak.co.nz PHILIPPINES Office Name UNIVERSAL HOLIDAYS, INC. Address Mezzanine Floor, Dusit Hotel Nikko Ayala Center, Makati City Telephone (02) 819-0080 Facsimile (02) 819-0097 E-mail marketing@universalholidays.com To page top RUSSIA Office Name JAPAN AIRLINES MOSCOW OFFICE Address GALS Tower, 1st Tverskaya Yamskaya St.5, Moscow Telephone (095)730-3070 Facsimile (095)956-4759 SINGAPORE Office Name CREATIVE TOURS (SINGAPORE) PTE, LTD. Address 16 Raffles Quay #01-01 Hong Leong Bldg, Singapore Telephone 6222-8465 Facsimile 6224-5937 E-mail jalselect@creativetours.com.sg SPAIN Office Name JALPAK INTERNATIONAL (SPAIN) S.A. Address Princepe de Vegara 111-dpo 28002 Madrid Telephone 091-593-1400 Facsimile 091-593-4221 E-mail travel@jalpak.es SWITZERLAND Office Name JALPAK INTERNATIONAL (EUROPE) B.V. Address 44, rue de Lausanne, 1201 Geneve Telephone 022-908-6181 Facsimile 022-908-6182 E-mail info@jalpak.ch Address 55 Sihlstrasse 3F 8001 Zurich Telephone 043-344-7290 Facsimile 043-344-7291 E-mail zurich@jalpak.ch TAIWAN (R.O.C.) Office Name CREATIVE TRAVEL (TAIWAN), LTD. Address 5-1 FL., 137, Sec. 2, Nanking East Road, Taipei Telephone (02) 2506-2566 Facsimile (02) 2501-4186 E-mail kk@ctt-travel.com.tw To page top THAILAND Office Name JALPAK TOUR& TRAVEL (THAILAND) Co.,Ltd . Address 1st Floor, Nantwan Bldg. 161 Ratchadamri Rood Lumpni Pathnmwan Bangkok 10330 Telephone 0-2257-4060 Facsimile 0-2257-4080 E-mail outbound@jalpakoutthai.com U. K. Office Name JALPAK INTERNATIONAL (EUROPE) B.V. Address Hanover Court 5 Hanover Square London W1S 1HE Telephone 020-7462-5577 Facsimile 020-7462-5533 E-mail jaltour@jalpak.co.uk U.S.A. Office Name JAPAN AIRLINES E-mail org.amrbsu-m.jal@jal.com Office Name JALPAK INTERNATIONAL AMERICA Telephone (Chicago) 1-800-221-1081 (Detroit) 1-800-451-7995 (Houston) 1-800-776-5575 (Los Angeles) 1-800-221-1081 (Miami) 1-800-343-7173 (New York) 1-888-352-7525 (San Francisco) 1-888-722-8135 (Seatle) 1-866-467-8877 (Washington) 1-800-926-7274 E-mail ejapan@jalpak.com VIETNAM Office Name JAPAN AIRLINES HO CHI MINH OFFICE Address Sun Wah Tower Ground Floor,115 Nguyen Hue St.Dist.1 Ho Chi Minh City Telephone 08-8219098 Facsimile 08-8219097 E-mail jal.hcm@jal.com We look forward to serving you. To page top Legal Notice Contact Us Privacy Policy Recommended Environment

Russia Travel Resources >

St. Petersburg, Russia for Travelers  You are here: About > Travel > Eastern Europe for Visitors > Russia-Belarus-Ukraine > Russia Travel Resources > Cities & Destinations > St. Petersburg, Russia for Travelers Travel Go Eastern Europe Essentials Best of Eastern Europe Map of Central/Eastern Europe Photo Gallery Country Profiles Discount Travel Websites Articles & Resources Planning Your Trip Ways to Travel What to Do in East Europe Maps for Eastern Europe Czech-SlovakTravel Hungary Travel Poland Travel Russia-Belarus-Ukraine Romania-Moldova Travel Baltic Travel Balkan Travel Culture and Holidays Photo Galleries East Europe Travel and Language Books Forums Help FREE Newsletter Sign Up Now for the Eastern Europe for Visitors newsletter! See Online Courses   Search Eastern Europe for Visitors Stay up to date! Email to a friend Print this page Elsewhere on the Web Russian Tourist Office State Hermitage Museum State Russian Museum From Other Guides St. Petersburg and Cruise Ships The Creation of St. Petersburg Winter Palace Architecture Most Popular First Christmas Tree Europe map Best of Eastern Europe Croatia Naturism and Nudism Discount Travel Websites What's Hot Krakow Photo Gallery Profiles of Eastern Europe Moscow City Profile Czech Republic Photo Gallery - Charles Bridge and castle Sofia's Religous Buildings Related Topics Hotels / Resorts / Inns European History Architecture Air Travel Europe for Visitors St Petersburg, Russia From Apply Now , Your Guide to Eastern Europe for Visitors . FREE Newsletter. Sign Up Now! Travel to St. Petersburg, Russia's Elegant Former Capital City According to U.N. statistics, St. Petersburg, Russia is the eighth most visited tourist site in the world, with several million people visiting the city every year. Why do visitors flock to this former capital of Russia? St. Petersburg is a traveler’s delight, famous for its summertime White Nights, its marvelously designed old city section, beautiful buildings on the banks of the Neva River, and its many churches, museums, gardens, theaters and activities. The city's turbulent history also draws visitors. Key Points about St. Petersburg Tsar Peter the Great established St. Petersburg in 1703, with the founding of the Peter and Paul Fortress on May 27th of that year. While some may have wondered why the tsar chose to put his namesake city in a swamp prone to flooding, Peter delighted in the city's strategic position on the Gulf of Finland as an entry to Europe. By 1712, the city became the capital of Russia. Over the years, the city changed names to Petrograd and Leningrad but now has regained its original name. Young by European terms, the city is architecturally stunning, with many cathedrals, museums, monuments and more than 500 bridges over the river Neva. Nevsky Prospect is where most tourists go, as it is the main thoroughfare through the city’s historic center. St. Petersburg has two high seasons: May through July and the spectacular winter season between the New Year’s holiday through January. St. Petersburg is famous for its White Nights of summer when daylight never really goes away, particularly between June 11 and July 2. St. Petersburg has a deserved reputation for world-class attractions. The city is home to the State Hermitage Museum, the Mariinsky Opera and Ballet Theater, St. Isaac’s Cathedral, and the palace of Peter the Great. The city hosts annual art exhibits and music and film festivals, including the Viva Russian Cinema festival. Entry Russia requires that most foreign visitors obtain a visa. You cannot get a visa at the border so make sure you get one in plenty of time from a Russian embassy or consulate or an authorized travel agency. You will also need an official invitation, best obtained from an authorized travel agency. Major Attractions Nevsky Prospect has been St. Petersburg’s heart since the days of Peter the Great. It’s 4.5 km of shops, hotels, performance venues, and lively activity. Many of the attractive buildings have been recently renovated. The State Heritage Museum contains large collections of art from prehistoric to modern times. One building belonging to the museum is the Winter Palace, former home of the tsars. The State Russian Museum is the world’s largest museum of Russian art. The Peter and Paul Fortress was St. Petersburg’s first structure and today houses a number of museums and the Peter and Paul Cathedral where all Russian tsars since Peter, except Nicholas II, are buried. Peter’s Cabin is the city’s first residence. A wooden structure built for Peter the Great’s use, it contains artifacts from his time. St. Isaac’s Cathedral is the world’s third largest domed cathedrals. Featuring mosaics, red granite columns, loads of precious stones, and a gold-covered cupola, the cathedral is major landmark. Climb up the colonnade for a view of the city. For more about St. Peterburg’s attractions, see the Russian Tourist Office website. See page 2 for information about shopping, dining, and lodging. Russia Travel Guide Index Profile of Russia City Profile: Moscow City Profile: St. Petersburg Before You Go Need to Know Money Matters Intercity Travel City Transit Driving Health and Safety Lodging Dining and Drinking Communications Shopping 1 2 Next        Topic Index | Email to a Friend Our Story | Be a Guide | Advertising Info | Work at About | Site Map | Icons | Help User Agreement | Ethics Policy | Patent Info. | Privacy Policy | Kids' Privacy Policy ©2005 About, Inc., A part of the New York Times Company . All rights reserved. Around About New Video iPod - Review POLL: Must-Have Gadgets VIDEO: Portable Gaming VIDEO: Choosing a TV Hugh Hefner's Life What's Hot Krakow Photo Gallery Profiles of Eastern Europe Moscow City Profile Czech Republic Photo Gallery - Charles Bridge and castle Sofia's Religous Buildings