select traveller testimony

8/2/2019 Select Traveller Testimony

1/57

Travellers Testimony

Is this your personal experience? *

Yes, this is First Hand information (I was the passenger concerned)

Full Name *

Meenakshi Balasubramanian

Age (as on date)

36

Gender

Female

Email Id (Personal Preferred) *

[email protected]

Mobile Number If Any

9818246242

Permanent Residential Location (City / Town / Village)

Chennai

Link to additional Documentation / Enclosures

Media Links (if any)

PASSENGER INFO


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3/57

Would you like any particular action taken towards this specific incident? If so what?

Was additional documentation being carried by passenger?No, None of the above

Restrictions / Problems faced

Intrusive security screening

Feedback on Restrictions I Problems

Pleasant Surprise / Something unexpectedly nice about service

Feedback on Pleasant Surprise / something unexpectedly nice about service

Feedback on Stage Of Travel - at which points did you experience barriers / discomfort / difficulty?

Airport Arrival, Security

Suggestions (if any)

If Civil Aviation Rules were quoted by passenger were the authorities aware of the same?*

No

Have you lodged a complaint with the company / airport authorities concerned?*

Have you lodged a complaint with any grievance redressal forum like Disability Commissioner's Office / Consumer Forum? *

No


4/57

FLIGHT INFO

Flight Code

Airline *

Air India

From (Departure Airport) *

chennai

To (Arrival Airport) *

Delhi

ADDITIONAL DETAILS (if any)

AIRPORT AUTHORITY COMMUNICATION : Complaint / Suggestion / Grievance DETAILS

AIRLINE COMMUNICATION : Complaint / Suggestion / Grievance DETAILS

FEEDBACK INFO


5/57

Feedback Re DEPARTURE Airport Accessibility

Accessible facilities

Feedback Re ARRIVAL Airport Accessiblity

Accessible facilities and services

General Feedback Re Airline Accessiblity

seat selection

Feedback Re Mobility / Assistive Aids used by Airline

RATINGS: Scale of 1 (Pathetic) to 5 (Pretty Good)How would you rate departure airport accessibility?

3

How would you rate arrival airport accessibility?

3

How would you rate airline accommodation for specific requirements and overall experience?

2

DECLARATIONI understand that filling this form indicates my willingness to share this information for other passengers benefit and that I may be contacted for any resolution I policy recommendations. *

21/03/12 17:20


6/57




Full Name *

SMITHA S.S

Age (as on date)

32

Gender

Female


[email protected]


9840087540


Chennai



PASSENGER INFO


7/57

Name

SAME AS ABOVE

Age

SAME AS ABOVE

Gender

Female

Type of difficulty / disability (if any) *

Mobility, Hidden / Invisible

EXPERIENCEHow would you describe the special accommodation / service needed? *

(NWCC) Passenger who requires the use of an airport wheelchair: and to be pushed through the airport

terminal to the steps of the aircraft and also requires lift on/lift off assistance onto and off the

aircraft.

Elaborate what specific accommodations I requirements you may have if not covered adequately above

How would you describe assistive aids / prosthetics / appliances etc you fly with? *

(WCMP) Wheelchair manually powered

When was specific requirement declared by passenger?

On arrival at airport

Description of incident (In Brief)


8/57

In 2006, while traveling from Chennai to Kolkotta by Air Deccan, myself and my colleague were forced to

sign an indemnity bond stating that Air Deccan is not responsible for any mishap to the person or

belongings during air travel. On return from Kolkotta, both of us wanted to sit together, which was

refused by the pilot. In turn the Pilot insulted me in front of other passengers and said that he would

off-board me from plane.

In August 2011, while traveling back from Delhi to Chennai by Air India, myself and my colleague wererefused ambu-lift service at Chennai airport and after an hour's argument, the service were provided to

us.


The entire crew on board and all airport staff shall be trained on the rights of disabled people and the

appropriate services/support to be given to disabled people. There should be stringent penalties levied

on persons misbehaving with or discriminating disabled people on the grounds of disability.

Was additional documentation being carried by passenger?

Yes, Disability Certificate


Insisted on Indemnity Form (SELF), Humiliating treatment, Delay, Non-availability of ambulift /

aerobridge / ramp, Toilet Accessiblity Issues





Airport Arrival, Check-In, Departure Area, Seating, Toilet, Disembarking


9/57


Airport arrival: Auto Rickshaws shall be allowed till the departure terminal inside all airports

including Chennai Airport as all disabled people or people with reduced mobility or people carrying heavy

luggage may not be able to hire or use a cab.

Check-in: While check in, disabled people shall be treated with dignity and shall not be asked to sign

any indemnity bond.

Departure Area:From the entrance of departure terminal to the check in counter, wheel chairs shall be

provided at the entrance as disabled people would need them from the point when and were they are dropped

outside the terminal.

Seating: Disabled People shall be provided a comfortable and accessible seating according to their

choice.

Toilet: Toilets be clean, accessible and spacious in the airport and aircraft. There shall be more

toilets at short distances inside the airport. Disabled people shall be allowed to access the toilet at

the shortest distance irrespective of the Class (business/economy).

Disembarking: Ambu-lift services shall be provided in all airlines for diembarking passengers with

reduced mobility.


No



Yes

FLIGHT INFOFlight Code

DN 618


10/57

Airline *

Other airline / Now defunct airline


Kolkotta


Chennai




Airline communicated that they would take appropriate steps

FEEDBACK INFOFeedback Re DEPARTURE Airport Accessibility

Airport flooring slippery and not accessible. Ambulift not available whenever needed.


Toilets not in frequent numbers and at short distances.


Seat selection not accessible and as per the choice of disabled person. Airlines questioning disabled

people's fitness to travel by air on grounds of disability which is a degradation to their dignity.


11/57



2


2


2


22/03/12 15:01


12/57




Full Name *

Sai Padma

Age (as on date)

40

Gender

Female


[email protected]


9052627070


Visakhapatnam



PASSENGER INFO


13/57

Name

same as above

Age

same as above

Gender

Female


Mobility


(WCHS) Passenger travelling in their own wheelchair: that does not require to be pushed through the

airport terminal to the aircraft steps, but does require lift on/lift off assistance onto and off the

aircraft. The passenger is unable to ascend steps but can walk short distances.



Callipers / Orthotic aid / Prosthesis / Bionics


From Booking Time to 48 hours before travel



14/57

I was operated on my spine for gross scoliosis and use calipers. But standing and walking short distances

are also highly difficult for me. at the security point, i was always checked individually first by

making me stand, and then my travel wheelchair is taken to different area to get it security checked.

this process takes from 20-45 minutes at a stretch. So I always have difficulty in standing and I cant

sit and transfer from and to in the airport wheelchairs, that are usually not in good condition. Every

time I have to argue and convince to have my wheelchair as cabin luggage. Rarely my request was obliged.

Mostly it is denied. While, lifting off/on manually to the aircraft steps, the assisting team membersalmost dropped me two times.


Specific Action Needed:

1. Issue notices to security on duty and airlines ground staff regarding treatment of persons like me.

2. Assurance from them stating that they will allow my wheelchair as cabin luggage.

3. Since the Ambulift is not provided, a compensation should be paid which can be equivalent to hiring

cost of Abulift

4. Disciplinary action towards the staff mishandling the wheelchair and causing grievous inconvenience

and pain to passenger. The Compensation could be in the form of refund of the ticket cost and medical

expenses if any.


Yes, Disability Certificate, My Digital X-ray CD


Refused cabin carriage of assistive aid, Intrusive security screening, Poor handling - assistive aid,

Refused cabin carriage of assistive aid, Humiliating treatment, Delay, Non-availability of ambulift /

aerobridge / ramp, Non-availability of aisle chair, Toilet Accessiblity Issues, Restricted seat

allocation to back row / near bathroom etc without passenger request or consent, Poor / Misleading /

Inaccessible Information Media, Untrained / Unaware Staff, Too many / improper / unsafe wheelchair

transfer(s)


1.Untrained staff in taking care of Pwds and their assistive devices

2. Absence of clear instructions helping Persons with Disabilities during Security check

3. Absence of clear instructions to airlines ground staff in allowing WC/Assistive devices on board

4. Mishandling of wheelchair while transferring in/out of air bus ( from terminal to aircraft)


15/57



NOTHING PLEASANT AT ALL. ALWAYS ANXIOUS.


Booking, Airport Arrival, Security, Boarding Counter, Boarding transit, Lifting & Transferring to seat,

Seating, Cabin Baggage, Toilet, Information / Entertainment / Safety Communication, Baggage Carousel


Booking- Wheelchair check box is needed

Airport Arrival-Priority alighting point near to entry gate

Security-Appropriate screening equipment adjacent to the security check

Boarding Counter-Priority Boarding

Boarding Transit- Trained ground staff and right use of available infrastructure facilities (for ex. use

of foldable ramp fixed to the bus)Lifting & transferring to the seat- Trained staff and lifting chair in good condition

Seating- Allocation of seat with ample leg space

Cabin Baggage- Proper assistance

Toilet- Must be accessible and as per the universal design standards

Information- prominently displayed and effectively communicated as per type of disability

Baggage Carousel- Assistive devices should not be put on carousel


No



No


16/57

FLIGHT INFO

Flight Code

Airline *

SpiceJet


Hyderabad


Visakhapatnam



No


No


Same as mentioned in Previous Sections


17/57






Mobility chairs used by Airlines are not at all in condition. There should be specific time limit in

replacing them. Many times, they were not even dusted and kept ready adding to delays.


2


2


2


28/03/12 10:23


18/57




Full Name *

ANAND

Age (as on date)

44

Gender


[email protected]





PASSENGER INFO


19/57

Name

Age

Gender


None = Not Applicable


(OTHS) Other service required not covered by other SSRs



None of the above




20/57










No



No


21/57

FLIGHT INFO

Flight Code

Airline *

SpiceJet


Bangalore


Hyderabad






22/57





2


2


1


29/03/12 15:17


23/57



I am spouse of the passenger

Full Name *

PRAGNANAND

Age (as on date)

45

Gender

SAME AS ABOVE

Email Id (Personal Preferred) *[email protected]





PASSENGER INFO


24/57

Name

SAME AS ABOVE

Age

SAME AS ABOVE

Gender

SAME AS ABOVE


None = Not Applicable

EXPERIENCE

How would you describe the special accommodation / service needed? *

(WCHC) Passenger travelling in their own wheelchair: that requires to be pushed through the airport

terminal to aircraft steps and also require lift on/ lift off assistance onto the aircraft. The

passenger cannot walk or ascend steps. A wheelchair is needed at all times.








25/57

FROM THE TIME OF REPORTING AT THE AIRLINE DESK, WE NEED TO ARGUE ABOUT MY SPOUSE CONDITION (of polio

since birth & spinal cord operation for gross scoliosis) AND THE NEED FOR BOOKING CUSTOMIZED WHEELCHAIR

AS CABIN LUGGAGE.

AT THE TIME OF SECURITY CHECK SHE IS MADE TO STAND FOR 15 MIN TO 45 MIN FOR TAKING THE WHEEL CHAIR FOR

SCANNING AS THE MACHINE IS LOCATED ELSEWHERE.

THERE IS NO PREFERENCE GIVEN FOR PRIORITY BOARDING.

UNTRAINED STAFF HANDLING THE PERSON IN WHEEL CHAIR. THE WHEEL CHAIR USED FOR LIFTING THE PERSON WITH

DISABILITY INTO THE AIRCRAFT IS NOT IN GOOD CONDITION. IT IS EXTREMELY DIFFICULT FOR THE GROUND STAFF TO

LIFT THE CHAIR ESPECIALLY THEMSELVES BALANCING ON THE NARROW STEPS OF THE AIRCRAFT.

NO PRIORITY GIVEN WHILE ALLOTTING THE SEATS WITH AMPLE LEG SPACE.


ISSUE OF NOTICES TO THE AIRLINES & SECURITY STAFF ON DUTY

COMPENSATION FOR NOT PROVIDING AMBULIFT or SAFE TRANSFER INTO THE AIRCRAFT


Yes, Disability Certificate, CD OF SPINAL CORD CONDITION


Refused cabin carriage of assistive aid, Intrusive security screening, Poor handling - self, Refused

cabin carriage of assistive aid, Humiliating treatment, Delay, Non-availability of ambulift /

aerobridge / ramp, Non-availability of aisle chair, Restricted seat allocation to back row / near

bathroom etc without passenger request or consent, Untrained / Unaware Staff, Too many / improper /unsafe wheelchair transfer(s), NO USE OF FOLDING RAMP ON AIR BUS/PROCEDURES NOT FOLLOWED


REFUSAL TO BOOK WHEELCHAIR AS CABIN CARRIAGE


26/57

NON USE OF PULL OVER RAMP OF AIR BUS FOR TRANSFERRING THE WHEEL CHAIR FROM THE EXIT DOOR OF THE AIR PORT

INTO THE AIR BUS.

UNSAFE TRANSFER OF PWD INTO THE AIRCRAFT

NO AMPLE SPACE FOR LEG MOVEMENT

INACCESSIBLE TOILETS INSIDE THE AIRCRAFT

NO RESERVED PLACE EXCLUSIVE FOR WHEEL CHAIR PARKING/KEEPING OTHER ASSISSTIVE DEVICES



NO SUCH EXPERIENCES TILL DATE

Feedback on Stage Of Travel - at which points did you experience barriers / discomfort / difficulty?Booking, Airport Arrival, Check-In, Security, Departure Area, Boarding Counter, Boarding transit,

Embarking, Lifting & Transferring to seat, Seating, Cabin Baggage, Toilet, Information / Entertainment /

Safety Communication, Disembarking, Baggage Carousel, UNTRAINED STAFF & NON PROVISION OF AMBULIFT


BOOKING: ICON INDICATING THE PERSON BOOKING IS A PERSON WITH DISABILITY

AIRPORT ARRIVAL : ALLOT PLACE TO ALIGHT FROM THE VEHICLE VERY NEAR TO THE ENTRY GATE OF THE AIRPORT.

WHEEL CHAIR NEED TO BE SCANNED ALONG WITH THE LUGGAGE.

CHECK-IN : WHEEL CHAIR BE TAKEN AS CABIN BAGGAGE.

SECURITY: PERSON WITH DISABILITY BE FRISKED BY BEING ON THE WHEEL CHAIR. DO NOT ASK TO REMAIN STANDING.

BOARDING TRANSIT: PRIORITY BOARDING WITH TRAINED ATTENDANTS WHO FOLLOW PROCEDURES STRICTLY FAILING WHICH

LIABLE FOR PUNISHMENT FOLLOWED BY ON SPOT COMPENSATION TO THE GUEST.


27/57

LIFTING & TRANSFERRING TO SEAT: FEMALE GUESTS TO BE HELPED BY FEMALE ATTENDANTS.

TOILET: PROVISION OF ONE TOILET FOR PWDs WELL MAINTAINED THAT ARE KEPT DRY FOR SAFETY.

INFORMATION/SAFETY COMMUNICATION: BROCHURES DISTRIBUTED

RECRUITMENT OF WELL INFORMED AND TRAINED STAFF

PROVISION OF ON BOARD COMPLAINT FACILITY & ALSO WITH A PROVISION OF FUNCTIONAL COMPUTER AT THE PLACE OF

ARRIVAL TO LODGE ON LINE COMPLAINT WITH A AUTO RECEIPT OF THE COMPLAINT REGISTERED ALONG WITH FOLLOW UP

INSTRUCTIONS.


No



No

FLIGHT INFO

Flight Code


28/57

Airline *

SpiceJet


Hyderabad


Visakhapatnam







29/57




2


2


1


29/03/12 17:04


30/57



No. This is Second Hand Information (I was a co-passenger)

Full Name *

Aparna Das

Age (as on date)

Gender


[email protected]





PASSENGER INFO


31/57

Name

Age

Gender


Autism


(DPNA) Passenger with intellectual or developmental disability needing assistance. It includes the

passengers who suffer, for example, from Alzheimer's disease or Down's syndrome.



None of the above


Not Applicable



32/57

My sister ( the person with Autism) has a very visible tremor as a result of her anti epilepsy

medication. The person handing out boarding passes took ours back and refused to give them back till her

boss okayed my sister's permission to board the flight. We were stared at, checked out by about 4 people

till someone came and said it was okay for her to board.



No, None of the above


Refused Boarding, Intrusive security screening, Humiliating treatment, Delay, Untrained / Unaware Staff





Check-In



Not Applicable


33/57



No

FLIGHT INFO

Flight Code

Airline *

SpiceJet

From (Departure Airport) *Bangalore


Delhi





34/57








DECLARATION


35/57

I understand that filling this form indicates my willingness to share this information for other passengers benefit and that I may be contacted for any resolution I policy recommendations. *

30/03/12 08:18


36/57




Full Name *

ANON

Age (as on date)

34

Gender

Female


[email protected]





PASSENGER INFO


37/57

Name

same as above

Age

same as above

Gender

Female


Mobility

EXPERIENCE


(WCHC) Passenger travelling in their own wheelchair: that requires to be pushed through the airport

terminal to aircraft steps and also require lift on/ lift off assistance onto the aircraft. The

passenger cannot walk or ascend steps. A wheelchair is needed at all times.








38/57

It was my first air teavel experience. I was accompanied with my husband sand son. We needed to board the

Air India Express flight from Mumbai to Kochi. The airport attendent was taking me through the terminal

to the air craft. He said no need to go by lift and we can use escalator. I was apprehensive and told him

wheelchairs cannot be taken on a escalator but he insisted telling he has taken it many a times and no

need to worry. The moment we stepped on the escalator we had a disastrous fall and I rolled down all the

way from it. To my luck I had a miraculous escape else the intensity of the fall was enough fatal. The

assistant pleaded not to complain and we didnt. But ignorance prevails on airports and life of wheelchairusers is in the hands of completely untrained personnel. Every time I board a plane I am lifted and the

aisle chair tilts & shake to a dangerous extend where only your fortune can spare u a fall


No as I do not have a proof of the incident action shall better not be taken but I want no wheelchair

entry sign before the escalators on all the airports. There must be elaborate explanation to what extend

aisle chair can be tilted while lifting as they carry living people and not sacks !!


Yes, Disability Certificate


Poor handling - self, Non-availability of ambulift / aerobridge / ramp, Non-availability of aisle chair,

Restricted seat allocation to back row / near bathroom etc without passenger request or consent,

Untrained / Unaware Staff, Too many / improper / unsafe wheelchair transfer(s)


Aisle chair is often provided with a delay and while boarding the aircraft the chair is tilted to an

unsafe level and a fall can be expected anytime. Mostly the locks of aisle chair's safety belts r broken.





39/57

Check-In, Boarding transit, Lifting & Transferring to seat, Toilet



Not Applicable



No

FLIGHT INFO

Flight Code

Airline *

Air India


mumbai


kochi


40/57





all fine but the toilets for wheelchair users are mostly in a very dirty state.




shortage of aisle chairs and they are not maintained well


4



41/57

4


2


01/04/12 14:26


42/57



Cause Supporter

Full Name *

Tushar Kansara

Age (as on date)

40

Gender


[email protected]


9833987078


Mumbai


https://www.facebook.com/photo.php?

fbid=215431961811290&set=a.211810998840053.51043.211325615555258&type=1&theater


tiny.cc/deafrail

tiny.cc/dearcirc


43/57

PASSENGER INFO

Name

UNKNOWN

Age

UNKNOWN

Gender


Hearing

EXPERIENCE


(DEAF) Deaf passenger / hearing impaired



Communication Device / Board


Not Applicable



44/57



No, None of the above


Humiliating treatment, Poor / Misleading / Inaccessible Information Media


No access to Concession Legislation and Advocacy and bad impression of Deaf and Blind for not giving out

concession


Accessible Information / Communication Media





Not Applicable



45/57


DSO is overworked and plodding cases

FLIGHT INFOFlight Code

Airline *

Don't remember


-


-





46/57









04/04/12 21:54


47/57


48/57




Full Name *

22

Age (as on date)

Gender

Male


[email protected]


08879098046,09895846969


kochin kerala



PASSENGER INFO


49/57

Name

tony kurian

Age

22

Gender

Male


Visual

EXPERIENCE


(BLDR) Blind or vision impaired passenger travelling alone without a sighted companion: that requires a

walker to and from the terminal to the aircraft.



Walking Stick / Walker




was told by the airline that i will not be permited to travel alone without a guide dog or an escort.


50/57


DGCA should be made the final athority to complain with regards to such incidence regarding PWDs.


Yes, Civil Aviation Rules pertaining to disability


Insisted on Attendant Traveller


could not book a ticket because i was a disabled.




Booking


booking, airlines should make it clear what is included in their airline policy.


No



No


51/57

FLIGHT INFO

Flight Code

6-E244

Airline *

IndiGo


mumbai


kochin




resolved. could book ticket later for the same flight on a different date.



52/57








05/04/12 10:59


53/57




Full Name *

Dr Satendra Singh

Age (as on date)

35

Gender

Male


[email protected]


9971782076


Delhi


http://infiniteability.yolasite.com/


PASSENGER INFO


54/57

Name

Same

Age

same

Gender

Male


Mobility

EXPERIENCE


(NWCP) Passenger who requires the use of an airport wheelchair only: but does not require to be pushed by

airport staff



Callipers / Orthotic aid / Prosthesis / Bionics




Happy with services till now


55/57






Priority Boarding Offered



Security



Not Applicable



Yes


56/57

FLIGHT INFO

Flight Code

Airline *

IndiGo


Kolkata


New Delhi





satisfied till now


57/57





4


4


3


06/04/12 12:09

select traveller testimony

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