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

Germany Travel > Munich

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What's Hot Power Adapters Noord-Holland - Delights of North Holland Travel Visiting Pompeii Italy Guidebooks Naples - Getting There Related Topics France for Visitors Greece for Visitors United Kingdom / Ireland for Visitors Eastern Europe for Visitors Italy for Visitors Munich Germany Travel Planner - Munich Information From James Martin , Your Guide to Europe for Visitors . FREE Newsletter. Sign Up Now! Munich Essentials for the Traveler Part 1: Munich Essentials - How to get there, where to find hotels, how to stay connected. Destination: Munich Germany Founded: June 14th, 1158 by Henry the Lion, Duke of Saxony. It's Germany's third largest city. Munich has the second biggest number of working people in Germany. Munich has 10 Universities as well as 45 Museums and Collections. Munich Germany Quick Facts Munich is located near the geographical center of the Southern German region of Bavaria. The population of Munich is 1.2 million people, about 280,000 of which are foreigners. About 80% of Munich was bombed by the Allies during World War II and subsequently rebuilt. Getting to Munich From Munich's airport, Franz Josef Strauss Flughafen, you can get to the Hauptbahnhof (the city's main train station) by S-Bahn #8. The bus station is near the train station, which is located on the northwest corner of the old city. [ map ] Languages While German is, of course, the main language used in Munich, English is widely spoken and taught in schools. Most restaurants in the town center offer English menus, many with quite interesting translations. It is easy to get by with little or no German language knowledge. Hotels (Note: 2002 prices cited) There are many hotels within walking distance of the main train station. The average price of a reasonable (or inexpensive) hotel with private bath and breakfast is around 100 €. We stayed at the Hotel Europäischer Hof for 99 €. The Hotel Monaco , nearby on Schillerstrauss, was voted the best two star hotel in Germany. Doubles at the Monaco start at 110 €. The recommended youth hostel is found on nearby Senefelderstrasse. Euro Youth Hotel is number 5 on the left side of the road coming from the train station. Restaurants If you find yourself in the tourist center near the Marienplatz, The Neues Rathaus (The New City Hall) has two "kellers", a winestaube and a beer cellar. The winestaube has music (accordion when we were there) starting at 5. The beer celler has good food, but don't be persuaded to sit in one of the empty rooms, enter the hall from the Diener Street entrance and try to find a table in the big, noisy, main room where Munichers eat. They do try to funnel English speaking people into dull, empty rooms. Tipping While service is included in the bill, generally waiters are tipped 5% for good service. Internet Access in Munich Internet access is right in the main train station. Just follow the signs to the Times Square Bistro. They charge .5 Euro for 5 minutes, a bit steep for Europe, but you can sit anywhere in front of a big LCD screen, order a beer and feel you're part of a bar scene rather than crammed into a steamy room full of beige boxes. The Bistro features a friendly owner, too. Just take a seat and start surfing--the time is recorded automatically. There are other internet services near the station on the south side of Bayer Strasse. Nudity and the English Garden Now here's a controversy for you--the tourist powers that be are worried that there aren't enough attractive natives baring it all in the middle of Munich. Yup, that's right, nudity was once a feature of designated areas of the Englischer Garten and the practice is fading--you used to be able to count on gawking at naked people downing liters of beer in the beer gardens. Perhaps you can apply to be a token Munich nudist and make money while vacationing--if I hear anything I'll let you know. Anyway, Munich's Englischer Garten is the largest in Europe and twice the size of Central Park. And you can still practice your nudity there while slugging down some strong beer. Other Sage Advice for Munich Germany Many museums in Munich are closed on Monday. Pick up a copy of "The Inside Track," the EurAide newsletter, at the ticketing office in the train station. The newsletter offers many tips on getting around and enjoying Munich. The EurAide office is near track 11, room three at the station. Get advice, find excursions, passes and travel deals there. Next page > Walks in Munich - Hitler's Munich > Page 1 , 2 , 3 More on Munich for the traveler • Part 2: Walks in Munich • Part 3: Visiting Dachau        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. 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