Portable Oxygen Concentrators Quiz

Passenger Service Policy - STARLUX Airlines

• Version: 13
• Revision Date: July 2024
• Department: AOD-AOP-STS
• Document No.: AOD-AOP-I-001
• Reference: STARLUX-AOD-003-PHM Rev. 13

Declaration

• The most current policy should refer to the AOD MMO, Notice and operational manuals.
• Training materials are for internal training use only and might not be the most updated version.
• Training materials are uncontrolled when printed or shared with non-STARLUX Airlines employees.

About Content

• Underlined text indicates the latest updated information.
• Red text highlights important content.
• "Shall/Must" denotes mandatory requirements.
• "Should/May" denotes preferred requirements or suggestions.

Revision Highlights

• P.30: Add MEDLINK service handling procedures.
• P.104-P.116: Revise Passenger Pre-Boarding Check (PPOC) to be Cabin Baggage Guidance (CBBG) in each cabin class.
• P.127: Add Standardized Transportation Control Requirements (STCR) handling principles.
• P.210: Add handover procedure regarding armed law enforcement.
• P.238-P.239: Add signs for intoxicated passengers.

Agenda

• 01: General Policy
• 02: Passenger with a Disability
• 03: Special Passenger
• 04: Passengers Related to Aviation Security
• 05: Secure Flight Program (SFP)

Table of Contents (General Policy)

• General
• MEDA (medical case) & Non-MEDA case
• MedLink Service

Table of Contents (Passenger with a Disability)

• A passenger with Reduced Mobility (PRM)
• Visually/Hearing/Speech Impaired
• Service Animal (SVAN)
• Medical Portable Electronic Devices (M-PED)
• Airline Supplied Oxygen (AOXY)
• Stretcher Passenger (STCR)

Table of Contents (Special Passenger)

• Pregnant Women & New Mothers
• Infants
• Baby Bassinet
• Children
• Child Restraint System (CRS) and devices
• Unaccompanied Minor (UMNR)
• Young Passenger (YP)
• Passenger Requiring Extra Seat (EXST)
• Meet & Assist (MAAS)
• Dementia

Table of Contents (Passengers Related to Aviation Security)

• Inadmissible Passenger (INAD)
• Deportees (DEPA/DEPU)
• Armed Law Enforcement Officers
• Air Marshal
• Human Smuggling
• Human Trafficking
• Passengers with Contagious/Infectious Disease
• Disruptive/Unruly Passengers
• Intoxicated Passengers

Table of Contents (Secure Flight Program (SFP))

• General
• Creating SFP List
• Adjusting SFP List
• Secure Flight Category
• SFP Handling Principle
• SFP Check-in Process
• Contact Information

General Policy

• Discrimination against passengers based on disability is prohibited.

• All staff will be trained on disability awareness and how to distinguish between different disabilities.

• Designated Complaint Resolution Officials (CROs) at US airports handle special needs requests and are aware of disability regulations.

• Special service list is automatically sent to departure stations 24 hours before departure.

• Inform cabin crew and delivery personnel of passenger information.

• Must not require a disability passenger to travel with an escort, except for safety reasons.

• Must not exclude any disability passenger from any seat or require them to sit in a particular seat, except to comply with safety requirements (e.g. exit row seats).

• Escort Requirements (14 CFR parts §382.29):

  1. Stretcher passenger.
  2. Passengers with mental disabilities or severe impairments unable to comprehend safety instructions.
  3. Passengers with severe mobility impairments unable to evacuate the aircraft by themselves.

• Escort Qualifications:

  1. At least 16 years old (unless local law differences).
  2. Able-bodied person.
  3. Able to assist disabled passengers.
  4. Familiar with passenger's medical needs and medications.
  5. Shall not be occupied with other duties and always available.

• Must not require passengers with disabilities to sign a release or waiver to receive transportation, services, or accommodations related to their disability, or for damage to or loss of assistive devices.

• STARLUX may deny transportation on a disability-related safety basis if an individualized assessment determines the passenger poses a direct threat.

MEDA (Medical Case) & Non-MEDA Case

• MEDA case: Requires a MEDIF (Medical Information Form) for health conditions requiring oxygen, stretcher service, or other medical needs needing verification and confirmation.
• Non-MEDA case: Does not require MEDIF and includes permanently disabled or pregnant passengers within 27 weeks.
• Reservations must be made at least 48 hours prior to STD.
• A valid Certificate of Diagnosis from a doctor/hospital can be used in lieu of Part 2 of MEDIF.
• MEDIF to be carried by the passenger throughout the journey.

MedLink Service

• STARLUX has an agreement with MedAire for in-flight medical guidance and ground passenger fitness-to-fly assessments.
• For go-show MEDA cases, a prior medical certificate is not needed.
• MedAire can be contacted for pre-flight assessments of disability issues.
• When contacting MedLink, provide flight number, departure and arrival stations, estimated flight duration and passenger health condition.

MedLink Service - Handling Procedure

• Contact MedLink for pre-flight assessments.
• Submit a certificate of diagnosis or MEDIF if available via email to MedLink.
• MedLink assesses the passenger and provides recommendations to the station.
• Fit-to-fly assessments are conducted prior to boarding.

MedLink Service - Handling Procedure (Go-Show MEDA Case)

• Passengers make phone/email contact with MedLink.
• MedLink performs a fit-to-fly assessment.
• If the assessment is positive, the passenger is cleared to board.

Other pages cover details on:

• Different types of passengers & disabilities.
• Passenger service requests and handling procedures.
• Equipment/items allowed; forms for each special service/passenger.

Specific passenger types, services, and handling principles, such as those for passengers requiring wheelchairs, passengers with emotional support or service animals, those who require an escort by an adult passenger, and more.

• Information about emergency medical services.

FAQs and Q&As on specific passenger requirements, including those requiring medications, refrigeration of medications in-flight, and other details.