Disability and Reduced Mobility Assistance Training Course: Ensuring Accessible and Dignified Travel

Providing a seamless and dignified travel experience for passengers with disabilities and reduced mobility (PRM) is a core responsibility for all aviation professionals. This training course is specifically designed to equip airport and airline staff with the knowledge and skills necessary to provide respectful, effective, and compliant assistance. Participants will gain a deep understanding of the unique challenges faced by these passengers, the regulatory requirements that govern their care, and the best practices for delivering compassionate and professional service. The program emphasizes the importance of empathy, communication, and a human-centered approach to every interaction.

This program goes beyond a simple checklist of procedures, focusing on building a culture of inclusivity and accessibility. Through a combination of expert-led instruction, interactive workshops, and practical scenarios, you will gain hands-on experience in assisting passengers with various needs, from wheelchair users to those with hidden disabilities. By the end of this course, you will be a confident and skilled professional, ready to ensure that all passengers, regardless of their abilities, can travel safely, comfortably, and with the utmost respect.

Target Audience

  • Airport and Airline Customer Service Agents
  • Ground Handling and Ramp Staff
  • Security Screening Personnel
  • Cabin Crew and Flight Attendants
  • Passenger Service Supervisors
  • Airport Operations and Management
  • Public Relations and Communications Personnel
  • Regulatory and Civil Aviation Authority Staff

Duration

5 days

Course Objectives

Upon completion of this course, participants will be able to:

  • Understand the legal and ethical requirements for assisting passengers with disabilities.
  • Provide respectful and professional service to passengers with reduced mobility.
  • Implement a variety of assistance procedures, including boarding and deplaning.
  • Effectively communicate and interact with passengers with different needs.
  • Understand the different types of disabilities, including hidden disabilities.
  • Handle specialized equipment, such as wheelchairs and lifting devices, correctly.
  • Recognize the importance of teamwork and coordination with all stakeholders.
  • Contribute to a culture of inclusivity and accessibility.

Course Content

Module 1: Introduction to Disability and Accessibility

  • The importance of accessible and inclusive travel
  • Defining disability and reduced mobility (PRM)
  • The legal framework and international regulations (e.g., ICAO, EASA, ADA)
  • The role of every employee in providing assistance
  • The benefits of a positive reputation for accessibility

Module 2: Communication and Interaction

  • Best practices for communicating with passengers with different needs
  • The importance of person-first language and respectful terminology
  • Techniques for active listening and empathy
  • Managing challenging conversations and misunderstandings
  • The role of non-verbal communication

Module 3: Physical Assistance and Mobility Equipment

  • Procedures for assisting passengers with wheelchairs and other mobility aids
  • Safe lifting and transferring techniques
  • The use of specialized equipment (e.g., aisle chairs, ambu-lifts)
  • Handling and securing mobility devices during flight
  • The importance of teamwork in providing physical assistance

Module 4: Assisting Passengers with Hidden Disabilities

  • Understanding the concept of hidden disabilities (e.g., autism, anxiety)
  • Recognizing signs of distress and offering appropriate support
  • The use of calming techniques and clear communication
  • The role of assistance dogs and other service animals
  • The importance of patience and non-judgmental behavior

Module 5: Boarding and Deplaning Procedures

  • The boarding process for passengers with reduced mobility
  • Procedures for pre-boarding and special assistance requests
  • The role of gate agents and ground staff in coordination
  • The use of jet bridges and stairs for boarding and deplaning
  • Ensuring a smooth and dignified process for all passengers

Module 6: Security and Screening

  • Understanding security screening procedures for passengers with disabilities
  • The importance of communicating the process clearly and respectfully
  • Procedures for handling medical devices and implants
  • The role of security personnel in providing assistance
  • Protecting passenger dignity during the screening process

Module 7: Medical and Health Considerations

  • Procedures for handling passengers with medical conditions
  • The use of on-board medical equipment and oxygen
  • The importance of coordination with medical ground support
  • The role of a medical escort or personal care assistant
  • Managing medical incidents and emergencies

Module 8: Aircraft Interior and Cabin Operations

  • The layout of accessible aircraft cabins and lavatories
  • The function of cabin crew in assisting passengers with disabilities
  • Procedures for in-flight service and special requests
  • Communication with the flight deck about passenger needs
  • The importance of passenger comfort and safety during the flight

Module 9: Teamwork and Coordination

  • The importance of a coordinated approach among all departments
  • The role of a central assistance team or dispatcher
  • Communication protocols for passenger hand-offs
  • Pre-flight briefings and information sharing
  • The role of external agencies and service providers

Module 10: Practical Application and Assessment

  • Role-playing exercises for various assistance scenarios
  • Practical demonstration of using specialized equipment
  • Group workshop on developing an inclusive service plan
  • Final examination and review of key principles
  • Developing a personal action plan for providing excellent assistance

CERTIFICATION

  • Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate

TRAINING VENUE

  • Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.

AIRPORT PICK UP AND ACCOMMODATION

  • Airport Pick Up is provided by the institute. Accommodation is arranged upon request

TERMS OF PAYMENT

Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com

For More Details call: +254-114-087-180

 

 

Disability And Reduced Mobility Assistance Training Course: Ensuring Accessible And Dignified Travel in Togo
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