TRAVELLERS WITH SPECIAL NEEDS TO/FROM USA

Transcription

1 TRAVELLERS WITH SPECIAL NEEDS TO/FROM USA At Air Serbia we are dedicated to delivering the service excellence and ensuring accessibility to all our guests. It will be our pleasure to welcome you on Air Serbia flights. We will ensure your journey by air is safe and comfortable. Our staff will be at your disposal throughout entire journey. Whether your disability is congenital, the result of physical inability (chronic or temporary, sensory or locomotive), intellectual disability, old age, illness, accident or any other cause of disability, we will do every effort to accommodate you according to your needs and will not refuse to transport you solely based on your disability, except as permitted or required by law. We would always advise you to discuss the planned flight with your doctor and ask for necessary preparations. To ensure that we can make the best possible preparations for you, please let us know what assistance you require, preferably when you book your flight. We would like to inform you that some of our flights are operated by ATR 72 regional aircraft. On this flights we may offer only limited services. Our staff is at your disposal for further information. Should you have any questions related to any aspect of your travel, please contact your travel agent or Air Serbia directly by calling (toll-free if calling from Serbia) or +1 (888) (toll-free if calling from U.S.). It will be our pleasure to answer your questions, discuss your special needs and inform you about procedures you should follow. Important notice: When you are travelling on a flight marketed by Air Serbia but operated by our codeshare partner (flight numbers from JU8000 to JU8999), it is possible that not all services and facilities will be available. Which services and facilities are available will depend on the partner airline s services and the type of aircraft. We kindly invite you to contact our codeshare partner airline to learn more about its special service policies. Before flight Travel preparations you should complete Booking and Reservation We will do our best to ensure you easy and comfortable boarding, deplaning or connecting to your next flight, as well adequate in-flight service. Please, book your flight well in advance, at least 48 hours before flight departure and let us know at the same time about your special needs and service you request so that we can assist you in the best way possible. In case that you request a service less than 48 hours prior to departure, Air Serbia will make a reasonable effort to provide the service you need. If you give us more information about your special needs, we will be able to provide you more suitable assistance at airport and on board. If you book your ticket by phone, please tell us about any special needs before your booking is completed. You should do the same if you book at a travel agency. If you book your ticket online, please inform us about any special needs by calling Air Serbia Contact Centre on (toll-free if calling from Serbia) or +1 (888) (toll-free if calling from U.S.). We do offer the possibility to our guests to choose the seat on the aircraft, suitable to their needs. Please be informed that due to safety reasons some restrictions may apply. Most armrests onboard our aircraft

2 are moveable so that you can access your seat easily. If you wish to use a wheelchair which fits through the aisle seat, than the device must be approved for onboard use. At the Airport Check-in At all airports Air Serbia flies to, specially trained ground staff is at the disposal of our guest with special needs. In order to complete on time and without rush all pre-flight procedures, we recommend guests with special needs to be at the airport at least 90 minutes before latest check-in time. It is very important to follow this instruction especially at bigger and congested airports you are not familiar with. We strongly advise you to find out more information about airport you will be travelling to/from on airport s official web site. Here you will find information about Air Serbia check-in services and the check-in deadlines. The purpose of check-in deadlines is to guarantee that flights depart on time. Boarding and Deplaning Procedures Our staff will be happy to assist you with boarding, deplaning and connecting flight procedures in case you find these activities difficult due to a speech, hearing, visual or any other impairment. Please let us know about such a need when making your reservation. We advise you to inform ground staff at check-in or transit desk about special service you have booked so as to pay additional attention and guarantee the requested service. Be informed that boarding or deplaning through air bridges may not be available at many airports due to intense traffic and aircraft may be parked at remote stands on the tarmac. If you are unable to ascend or descend stairs, and you have informed us of this in advance, we will provide an alternative boarding device. This may require engagement of additional man power and equipment, including specially adapted trucks. Due to safety and privacy reasons, passengers requesting special assistance may board the aircraft first. Also, for the same reasons, this category of passengers will be the last to deplane upon arrival. If you are transiting at Belgrade Nikola Tesla Airport and need a special assistance, please make sure that your service request is filed properly and on time, before the commencement of journey. Assistance that we will provide to you at the airport: assistance with registration at the check in counter assistance in proceeding to the boarding area assistance in boarding and deplaning assistance in proceeding to the general public area or, in some cases, to a representative of another carrier (connecting flights) transfer between the person's own mobility aid and a mobility aid provided by local airport making brief stops at restroom or food service facilities during moving through the terminal, provided that these facilities are available on the route to the destination of the enplaning, deplaning or connecting assistance and that this stops will not cause unreasonable delay; assistance to passenger with his carry-on and gate-checked baggage when the passenger is unable to carry his own items because of his disability. For additional information on services for guests with special needs please visit Belgrade Nikola Tesla Airport. Flight Connections

3 All Air Serbia scheduled flights operate to/from Belgrade Nikola Tesla Airport (Terminal 2). At Belgrade Nikola Tesla Airport you will not need to transfer between terminal buildings as all departing area is within the same building complex. If your journey includes connecting flights this may require additional security checks and terminal changes. In order to have a smooth connection and reduce any possible inconvenience, it s important to arrive on time at the airport of departure to complete all procedures on time. Before the indicated deadline you must be in possession of your boarding pass and your baggage must have been checked-in. If you require assistance in leaving the aircraft it is advised to have more time for reaching your connecting flight than the recommended minimum connection time. Where and if necessary, we will offer assistance with catching connecting flights. Air Serbia Premium Lounge Air Serbia Premium Lounge at Belgrade Nikola Tesla Airport is situated in transit area between the gates A5 and A6. Our lounge is accessible to passengers with special needs and have specially equipped toilets to accommodate special needs. Our lounge is equipped with showers for passengers with special needs. Our Premium Lounge is available to our Business Class guests, as well as Platinum, Gold and Silver members of our the Air Serbia Etihad Guest frequent flyer program when travelling flying on Air Serbia or Etihad Airways-operated flights. For more information and accessibility please visit the Air Serbia Premium Lounge page. Special Services Guests using wheelchairs Airport wheelchairs To enable us to confirm your special service request and provide you adequate assistance we have to know which category of passengers you belong to. Once you have booked your flight, please contact us. In accordance with international rules and according to the assistance needed at the airport, passengers using wheelchairs are classified in the following categories: WCHR (WCH wheelchair, R ramp) - The passenger can climb and descend the stairs of the aircraft and proceed to the seat in the cabin but he/she needs a wheelchair to cross the distance to/from the aircraft. WCHS (WCH wheelchair, S stairs) - The passenger cannot climb and descend the stairs of the aircraft but can proceed to the seat in the cabin; he/she needs a wheelchair to cross the distance to/from the aircraft and must be carried up/down the stairs. WCHC (WCH wheelchair, C passenger cabin seat designator) - The passenger is completely immobile, he/she needs a wheelchair to cross the distance to/from the aircraft, and must be carried up/down the stairs to/from their seat in the passenger cabin. Please inform us at least 48 hours before flight departure if you need to use wheelchair at airport that will be provided free of charge by local airport service department.

4 Once you have completed your request for assistance we will advise you on available seating options. If you have any questions, please contact us. Airport wheelchairs are used between check-in and boarding gate, between two gates in case of transfer to connecting flight and upon arrival for deplaning. Wheelchairs are available for use at each airport Air Serbia flies to. We take this opportunity to inform you that airport wheelchairs are not suitable for manual operation by the passenger. Having that in mind, someone from ground staff or your travelling companion will have to push it for you. In accordance with the aforesaid classification, you will be escorted to the aircraft. At some airports ground staff may choose to use an electric buggy to transport passengers with mobility impairments from one location to another. If you wish to use your own wheelchair when connecting to another flight, local ground staff will make every effort that your own wheelchair is ready for you at the gate if the airport where you are making your transfer allows this and if you have requested this service in advance. We recommend you to inform ground staff at the airport of departure on time about your intention to use your own wheelchair. If you are continuing your trip with another airline, we will not be able to confirm your booking until we receive approval for your transport from the other airline. Travelling with your own wheelchair/mobility aids Air Serbia will accept to carry your own wheelchair and/or other mobility aids on our flight free of charge. The transport of your own wheelchair and/or other mobility aids must be approved by the airlines operating your flight(s). Please notify us in advance (either at the time of or after booking and certainly at least 48 hours before the flight) that you wish to take a wheelchair and/or other mobility aids onboard. This will allow us to make all preparations for you. If you are travelling with your own wheelchair/mobility aid, we request that you check-in on time. If you are carrying an electric wheelchair, this may take additional time to prepare your wheelchair for loading. Here you will find information about Air Serbia check-in services and the check-in deadlines. The purpose of check-in deadlines is to guarantee that flights depart on time. Acceptance of your own wheelchair/mobility aid as checked baggage Air Serbia will accept on its flights, free of charge, as priority checked baggage, mobility aids including but not limited to: electric wheelchairs, scooters, manually operated rigid-frame wheelchairs or a manually operated folding wheelchairs, a walker or a cane or crutches or braces, provided these aids do not contain batteries, forbidden to be carried as checked baggage. We can accommodate the following maximum dimensions for wheelchairs/mobility devices: Aircraft Type Airbus A319/A320 Maximum Dimensions (LxWxH) 170x70x140 cm

5 ATR /500 Boeing x120x x120x110 Removable parts of your wheelchair (e.g. footrest) should be transported in your hand luggage which will be considered as extra permitted hand luggage. If this is not possible, we ask that you have these taped to the wheelchair. Since the transportation of mobility aids requires special treatment, we strongly advise you to indicate at the time of booking the dimensions, weight, and type of your wheelchair or mobility aid and whether it is foldable. If you will be travelling with an electric wheelchair, you should indicate also the type of batteries they use. Air Serbia will take all possible precautions to transport and prevent any damage to your wheelchair/mobility aid during the flight. You can choose whether you would like to check-in your wheelchair or use it in the arrival or departure hall. If you are checking in your wheelchair, attach a tag with your contact details to it. If you decide to use your own wheelchair, you should indicate this when you make your reservation. Your wheelchair will then be labelled as hold baggage during check-in, but it will be loaded into the aircraft at the gate. In order to load your wheelchair properly and in a timely manner and not to cause the flight delay, you are requested to show up at your departure gate early in order to board the aircraft on time before other passengers. Our ground staff at the gate will assist you and your travelling companion, if any, to board the aircraft. To the extent permitted by space and facilities, Air Serbia will permit you, if you use your own foldable manually operated wheelchair, to stay in the wheelchair: until you reach the boarding gate, while you are moving between the terminal and the aircraft door and while you are moving between the terminal and the aircraft. Delivery at aircraft (DAA) baggage tag will be attached to the wheelchair at check-in and it will be loaded directly onto the aircraft. Upon arrival, your wheelchair can be returned to you at the gate. If this is not possible, your wheelchair will be taken to the baggage claim area and will be placed next to your flight s baggage belt. When you arrive at transfer point, local airport staff will provide you airport wheelchair and accompany you to the gate of your connecting flight. Your wheelchair will be transferred and loaded directly to the next aircraft scheduled to operate your next flight. If your connecting time is short, we do not recommend to use your own wheelchair. Acceptance of your wheelchair/mobility device in passenger cabin Providing there is enough space, we will accept in aircraft cabin, free of charge, manually operated folding wheelchair and small mobility aids including but not limited to: a walker or a cane or crutches or braces, medical devices. Please inform the check-in agent and contact staff at the boarding gate for further information and assistance. Acceptance of battery-powered (electric) wheelchairs

6 Electric wheelchairs must always be checked in as hold baggage. Travelling with electric wheelchair may require additional time to prepare your wheelchair for loading. Here you will find information about Air Serbia check-in services and the check-in deadlines. The purpose of check-in deadlines is to guarantee that flights depart on time. To be able to store your electric wheelchair or mobility devices safely on board, you will be required to specify the following: Wheelchair/mobility device type Dimensions Weight Number of batteries installed Type of batteries used (for electric wheelchairs) Our ground staff will ensure that you are accompanied on time to the gate in an airport wheelchair. In case you are fully dependable on your wheelchair we request you to contact us. The safety of our flights and the well-being of our guests is our top priority. Battery-powered wheelchairs and mobility devices are loaded in such a manner so as to keep them safe and protected from being damaged by the movement of other load items. Anyhow, the situations where we might not be able to carry your wheelchair/mobility device may occur: Inability to prevent unintentional operation of the electric mobility device If the weight and size exceed the loading capacity on our smaller aircraft Air Serbia accepts the following types of wheelchairs and/or other mobility aids: dry-cell battery (non-spillable) operated wheelchairs and/or other mobility aids wet-cell battery (non-spillable sealed) operated wheelchairs and/or other mobility aids lithium ion batteries manual power operated wheelchairs and/or other mobility aids Regrettably, on our flights we do not accept wet-cell battery (spillable) operated wheelchairs and/or other mobility devices. Handling terms for battery operated wheelchairs and/or other mobility aids In order to avoid damage to the aircraft and ensure flight safety, battery-powered wheelchairs and/or other mobility aids will be accepted for carriage only if the below instructions are strictly followed. The battery terminals must be protected from short circuits, e.g. by being enclosed within a battery container, battery securely attached to the wheelchair or mobility aid and electrical circuits inhibited. The wheelchair/battery-powered mobility aid must be secured against movement in the cargo hold and must be carried such that it is protected from being damaged by the movement of baggage, mail or cargo. We recommend you to make advance arrangements with us.

7 How to transport wheelchairs/mobility aids with non-spillable dry and wet batteries? Where a wheelchair/battery-powered mobility aid is specifically designed to allow its battery to be removed by the user (e.g. collapsible), the battery must be removed. The wheelchair/mobility aid may then be carried as checked baggage without restriction. The removed battery must be carried in strong, rigid packaging which must be carried in the cargo compartment. The battery must be protected from short circuit. We will inform our pilot in command about the location of the packed battery. How to transport wheelchairs/mobility aids with lithium ion batteries? Where a wheelchair/battery-powered mobility aid is specifically designed to allow its battery to be removed by the user (e.g. collapsible), the battery must be removed. The wheelchair/mobility aid may then be carried as checked baggage without restriction. The batteries must be protected from short circuit by insulating the terminals (e.g. by taping over exposed terminals). The removed batteries must be protected from damage by placing each battery in a protective pouch and carried in the passenger cabin. Removal of the batteries from the device must be performed by following the instructions of the manufacturer or device owner. The battery must not exceed 300 Wh, or for a device that is fitted with two batteries required for operation each battery must not exceed 160 Wh. A maximum of a spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may be carried. We will inform our pilot in command about the location of the mobility aid with an installed battery or the location of the lithium battery when removed and carried in the cabin Please let us know at least 48 hours before departure what kind of battery your wheelchair uses. Services for visually and hearing impaired passengers As a visually and hearing impaired passenger you will not be requested to provide a MEDIF form and certify that you are fit to fly. Please notify us when booking, and certainly at least 48 hours before the flight, of any special needs you may have to enable us to provide you with the assistance you require. If you are travelling alone, our staff will provide you individual safety briefings and briefing in the event of delays. Also, we can arrange an escort to guide you to and from the gate if you request this service at the moment of booking. Visually and hearing impaired passengers are allowed to board the aircraft ahead of other passengers. We kindly ask you to contact ground staff at the departure gate. If you wish to travel with a trained service dog, please notify us when booking your flight or at least 48 hours before the flight. We will need information about type of your service dog (guide dog or hearing etc.), and weight. The transport of service dogs is subject to Air Serbia approval. The number of dogs we can carry in the cabin might be limited. This service cannot be booked online. No charge is made for service animals. For more information, please refer to the section on service dogs.

8 Disabled passengers with learning and developmental disability We strongly advice that tickets for passengers with learning and developmental impairment should be booked at least 48 hours before the flight in order to ensure the best possible support for them before, during and after the flight. Please let us know at the same time about your special needs and service you request so that we can assist you in the best way possible. On departure, the passenger will be escorted by ground staff to the aircraft and will be handed over to the crew. Upon arrival, the crew will hand over the passenger to the ground staff. We would like to advise you to consider the risk that the passenger will not pay attention to the onboard safety instructions. It is also important to evaluate the possibility to get lost at the airport which may cause confusion and anxiety. Should the passenger run such a risk, we strongly recommend to travel with a companion. Travelling with service and emotional support dogs to/from USA According to DOT request, foreign carriers are not obliged to transport service animals, other than dogs. Air Serbia as foreign carrier will allow that service dogs (including emotional support dogs) accompany qualified persons with disability on Air Serbia`s operating flights that begins or ends to U.S. airports. They will be transported in passenger cabin, free of charge. Service dogs Service dog is dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability. Dogs, that fit definition of service dogs include, but are not limited to: Guide Dog or Seeing Eye Dog, Hearing or Signal Dog, Mobility Assistance Dog, Psychiatric Service Dog, Seizure Response Dog. In order to identify if your dog is service dog we may require from you: Dog Identification card; Written documentation; Presence of harnesses or tags; Verbal assurances from you. In some cases when we are not sure that an animal is a service dog, we may ask you one of the following: 1. Is the dog required because of a disability? 2. What has your dog been trained to do for you? Emotional support dogs Dogs whose sole function is to provide emotional support do not qualify as service dog. They do not have special training to perform tasks that assist people with disability. These animals are therapy animals that

9 provide people with therapeutic contact, usually in a clinical setting, to improve their physical, social, emotional, and/or cognitive functioning. These dogs must be trained to behave properly in public settings as service animals do. If you travel with emotional support dogs or psychiatric service dogs, we will require from you to provide specific documentation (not more than one year old from the date of the your scheduled initial flight) on letterhead from a licensed mental health professional (e.g. psychiatrist, psychologist, licensed clinical social worker, including a medical doctor specifically treating the passenger's mental or emotional disability) stating: The passenger has a mental health-related disability Passenger needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at his or her destination The individual providing the assessment of the passenger is a licensed mental health professional and the passenger is under his or her professional care; and The date and type of the mental health professional s license and the state or other jurisdiction in which it was issued. This documentation must be submitted to us at least 48h before departure. It is required as a condition of permitting the animal to accompany you in the cabin. Please send the required documentation to the following address special.assistance@airserbia.com. Conditions of acceptance Air Serbia will permit the service dog (including emotional support dog) to accompany you onboard the aircraft under the following conditions: - We need your advance notice, at least 48 hours before departure, that you will be traveling with your service or emotional support dog and check-in should be done one hour before the check-in time for the general public in order we would be able to provide you necessary service and accommodation. - The number of service dogs (including emotional support dogs) traveling in cabin on Air Serbia`s flights is limited and their transport is therefore subject to prior Air Serbia approval. - Service dog as well as emotional support dog must be under your direct control and care at all times. This can occur using a harness, leash, or other tether, so service dog must be properly harnessed or leashed. However, in cases where either you are unable to hold a tether because of a disability or its use would interfere with the service dog s safe, effective performance of work or tasks, the service animal must be under your control by some other means, such as voice control. If a service animal behaves in an unacceptable way and you are not able to control the animal, we have the right to deny access to a dog. Uncontrolled barking, jumping on other people, or running away from the handler and/or relieving itself in the gate area or cabin, or doing so in a way that creates a health or sanitation issue on the flight are examples of unacceptable behavior for a service or emotional support dog. - To the extent permitted or required by law, Air Serbia reserves the right to deny transportation to any service/emotional support dog when reasonably necessary, in Air Serbia`s sole discretion, for

10 Seating the comfort or safety of passengers or crewmembers or for the prevention of damage to the property of Air Serbia or its passengers or employees. - In case of flights of eight hours or more, due to potential concerns about the dog`s need to eat, drink and eliminate, Air Serbia may require you to provide documentation that the dog will not need to relieve itself during the flight or that the dog can do so in a way that does not create a health or sanitation issue. Air Serbia will assign a seat to you that provides sufficient space for you and your service/emotional support dog. Dog must be small enough to fit on the floor at your feet, or in the space under the seat in front of you without invading another passenger s seat area during the entire flight. It is not required to be in a container. Your dog must not occupy a passenger seat. You and your service/emotional support dog must not seat in emergency exit rows. As you may not obstruct an aisle or other area that must remain unobstructed in order to facilitate an emergency evacuation. Obtaining of documentation, necessary for travel of your service dogs Please note that some governments do not allow the entry of service/emotional support dogs and restrictions vary by country. We recommend you to contact the appropriate consulate or embassy to make sure that all necessary procedures are followed. You must be in possession of an entry document and other documents for your service/emotional support dog, required by the country of departure, entry, or transit. Your dog must be accompanied by valid health and rabies vaccination certificates required at transit, transfer, destination, and journey interruption points. Waiver Air Serbia will not be responsible for denied entry or transit to animals to/through any country that are not accompanied by the above required documents and health certificates. You are fully responsible for injury, illness, or death of your animal, unless due to negligence or error on the part of Air Serbia. Interline Travel If you are traveling on our Interline partner, or on our marketing flight operating by our Code Share partner, please contact their reservations to find out their policies for Service and emotional support dogs. My checklist Our goal is to make your journey as easy and comfortable as possible. In order to be sure that you have made all required preparations for your flight, we have prepared a checklist for you. As much as you follow our instructions, we will be able to deliver you services and assistance you need.

11 Book your flight at least 48 hours in advance and inform us or your travel agent about your special requirements. These include special meals and special services (e.g. wheelchair, guide dogs etc.). Check if your itinerary includes one of our airline partners (flights starting from JU8000 to JU8999). For more information about services and facilities we kindly ask you to contact your operating airline. Have a Medical Information Form filled out by your doctor if required by your medical condition. MEDIF is downloadable from Air Serbia website. Make sure you check-in on time and reach your departure gate at the time indicated on your boarding pass Make sure that you are accompanied by a personal assistant if your medical or physical condition requires Have all the medications you need during your trip in your hand luggage. If the quantity of liquid medication included in your hand luggage exceeds the legal limit, you should have a doctor s statement to this effect in order to prevent any problems during security checks. The following special services are free of charge: special meals assistance of ground staff in boarding, deplaning and transferring transport of your own wheelchair or any other disability aid transport of a service and emotional support dogs in the cabin transport of medical equipment On board Details about your stay on board During the flight our cabin crew will assist passengers with special needs as much as they can. Please note that our cabin crew cannot carry or lift passengers, provide assistance in toilet, assist with meals and manage taking of medicines. Special Services on Board Onboard wheelchairs Air Serbia provides onboard wheelchair on its flights to/from US. Our flight attendants are trained in the operation of this wheelchair and will assist you during boarding and deplaning as, with its use, to and from the lavatory. Please inform us during booking your flight, at least 48 hours before flight departure, that you need onboard wheelchair. All our aircraft performing the flights to/from U.S. are equipped with accessible lavatories that may be used by disability persons only. Services we offer you onboard We offer the following assistance to passengers with special needs on board: transfer between onboard wheelchair and your seat

12 assistance in stowing and retrieving your carry-on baggage including mobility aids and other assistive devices if any assistance in moving to and from an aircraft lavatory usual or special meal that must request in advance, during booking your flight limited assistance with meals, such as opening packages, identifying items, and cutting large food portions inquiring periodically during a flight about your needs briefing you and any attendant on emergency procedures and the layout of the cabin effective communication with passengers who have vision impairments or who are deaf or hard-of-hearing, so that these passengers have prompt access to the information the carrier provides to other passengers (e.g. weather, on board services, flight delays, connecting gates at the next airports). Disabled passengers with learning and developmental disability Passengers with learning and developmental disabilities who are travelling alone must be able to understand safety instructions. Our staff will provide you individual safety briefings and briefing in the event of delays. If this is not possible the passenger should fly with a companion. Seating restrictions and assignments When you inform us about your needs and assistance you require, we will do every effort to accommodate you according to your preferences, including seating you together with any safety or personal attendant, or seating in row that enables enough space for your respiratory assistive device or service dog. Please note that, due to safety reasons we will not be able to offer you seats in exit rows. If you have mobility issues you may want to use a seat with a moveable aisle armrest. Please note that certain number of armrests on our aircrafts are moveable, so that you can access your seat easily and comfortably. Flight assistants Unless Air Serbia determines a safety assistant is essential for safety, Air Serbia will accept the determination made by or on behalf of a person with a disability as to self-reliance. Once advised that the person is self-reliant, Air Serbia shall not refuse person with a disability is not accompanied by a personal attendant or based on the assumption that the passenger may require extraordinary assistance from airline employees in meeting the passenger's needs. Person who is independent, self-sufficient and capable of taking all physical needs during flight and who requires no special or unusual attention beyond that afforded to general public, except that assistance in boarding and deplaning may be required. Person is "self-reliant" if he/she is independent in the following areas: Breathing without additional oxygen meaning passenger should not be reliant on supplementary medicine oxygen

13 Feeding passengers should be capable of feeding themselves. Cabin crew could still expect to assist with opening food containers and describing catering arrangements as well as cutting large food portions Lifting - the passenger should be capable of moving from an on-board wheelchair to a passenger seat. Cabin crew cannot lift or carry passenger. Toileting - the passenger should be capable of using the toilet facilities unaided. Cabin crew can assist passengers to and from the toilet door, but cannot assist within the toilet for hygiene reasons Medicating - the passenger should be capable of administering their own medicines and medical procedures. Cabin crew cannot provide medical services to passenger, except first aid if necessary Personal flight assistant If you are not self-reliant (capable of taking care of all your physical needs independently in-flight) a personal flight assistant, who must be at least 16 years of age, is required for travel with you to take care of these needs. Please inform us if you are self-reliant or not in timely manner by contacting Air Serbia Contact Center. If your ticket is issued by a travel agent, we kindly remind you to inform your travel agency accordingly. Accompanying safety assistant Accompanying safety assistant will be required for person with a disability as a condition of providing transportation if Air Serbia determines that such an assistant is essential for safety, such as in but not limited to, the following circumstances: 1) A passenger is travelling in a stretcher or incubator. The safety assistant for such person must be capable of attending to the passenger's in-flight medical needs 2) A passenger is unable, due to a mental disability, to comprehend or respond appropriately to safety related instructions from airline person, including pre-flight safety briefing 3) A passenger is unable to physically assist in the passenger's own evacuation from the aircraft due to a severe mobility impairment or 4) A passenger is unable to establish a means of communication with Air Serbia personnel sufficient to receive the safety briefing due to having both severe hearing and vision impairments. On arrival Details about services offered after the flight We are committed to ensure you have a smooth and comfortable journey with us. Having that in mind, we are happy to assist you also on arrival, nevertheless you are at your transiting point or at final destination. Special Services on Ground Service for passengers using wheelchair When you arrive at your final destination, local airport staff will help you to deplane. To make your trip as comfortable as possible and to protect your privacy, you will be asked to leave the aircraft after all the

14 other passengers. Ground staff will provide you airport wheelchair to the place where you retrieve your baggage and then to airport exit. When you arrive at transfer point, local airport staff will provide you airport wheelchair and accompany you to the gate of your connecting flight. If you arrive at final destination, your own wheelchair (if this has been placed in the hold) will be return to you at the moment when you leave aircraft or when you retrieve your checked baggage. If you found that your baggage delays or it is damaged, destroyed, you should report your problem to local Lost and found office. If you are unable to do it alone, local airport staff that accompany you, will help you to report your problem. Service for visually or hearing impaired passengers When you arrive at transfer airport and you have to transfer to connecting flight, local airport staff will accompany you to connecting flight. If you arrive at final destination, airport staff will accompany you to the place where you will retrieve your checked baggage and then to airport exit. If you found that your baggage delays or it is damaged, destroyed, local airport staff that attends you will help you to report your problem to local Lost and found office. Legislation Legal guidelines for acceptance and carriage of persons with disabilities on our flights to/from U.S. Passengers with disabilities travelling on Air Serbia operating flights that begins or ends to U.S. airports will be accepted and carried in accordance with the U.S. DOT-provisions, Title 14, Code of Federal Regulations Part 382 effective as of 13 May Please note that the copy of this Part is available on request at the airports from which we serve the USA as well as at all U.S. airports served by Air Serbia. You can also obtain copy of this Part in accessible format from the Department of Transportation by any of the following means: 1. For calls made from within the U.S., by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at (voice) or (TTY) 2. By telephone to the Aviation Consumer Protection Division at (voice) or (TTY) 3. By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC On the Aviation Consumer Protection Division`s Web site ( Contact us for assistance at any time if you encounter any problem during your journey Should you have any questions, issues or concerns related to your travel, please contact your travel agent or Air Serbia directly by calling (toll-free if calling from Serbia) or +1 (888) (toll-free

15 if calling from U.S.). It will be our pleasure to answer your questions, discuss your special needs and inform you about procedures you should follow. For more contact details please click here. Should you have experienced any disservice or you have any suggestion which can help us to improve our services, please write to us. Customers may file complaints with Air Serbia: by ing the Guest Support Department at online by filling out the claim form on the following link by writing to Air Serbia, Guest Support Department, Jurija Gagarina 12, 11070, Belgrade, Serbia Complaints and comments about airline service may also be submitted to the office of the Aviation Consumer Protection Division at: Aviation Consumer Protection Division, C-75 U.S. Department of Transportation 1200 New Jersey Ave., S.E. Washington, D.C Hot-line: (24/7), Website: