The IATA Passenger Accessibility Operations Manual (IPAOM) is to be used as a central reference guide to support airlines in the handling of passengers with disabilities, including those with reduced mobility and hidden disabilities, with the ultimate goal of delivering a seamless and dignified air travel experience. It also provides a broader understanding of agreed industry standard procedures, mainly IATA Resolution 700 and its associated Recommended Practices and existing national regulations that airlines need to comply to.


The IPAOM contains best practices such as the usage of Special Service Requests (SSR). SSR codes are identified in airline messages and are used to communicate passenger preferences, procedural items, or services needed by passengers. Using the correct SSR codes will help identify the type of assistance passengers with disabilities need throughout their travel journey and will enable to provide them with better customer care.

The rights and needs of passengers with disabilities are laid in several standards, rules, regulations and guidelines around the globe, and differ from one country to another. Learn how different jurisdictional regulations place responsibility on different stakeholders whether it be on airlines, airports, and/or third-party service providers.

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What's inside the IPAOM?

  • Applicability - airline, airport & third-party responsibilities
  • Assistance codes - special service request codes
  • Limitations - clearance to fly, storage capabilities for mobility devices, group acceptance
  • Pre-Travel Communication - information to communicate, medical conditions, assistance available at the airport
  • At the airport - airport facilities, airport passenger process
  • Check-In - verification procedures, seating accommodations, non-acceptance procedures
  • Mobility Device Handling - storage, loading, inspection, information provision
  • Boarding and Disembarking - pre-boarding, briefing, messaging
  • Irregular operations handling - rebooking at the airport, reservation procedures
  • Claims and Travel Feedback - incident reporting, EU vs DoT regulations - complaint resolution official and National Enforcement Bodies
  • Training - scope, high level content of training programs

Still not sure if IPAOM is for you? Download the full table of contents with sample pages.

How can the IPAOM help you?

Putting into practice IATA’s Passenger Accessibility Operations Manual will assist:.

AIRLINES, AIRPORTS & THIRD-PARTY SERVICE PROVIDERS

  • Efficiently accommodate passengers with disabilities
  • Efficiently communicate with passengers with disabilities before and during travel journey
  • Increase competitiveness by restoring customer confidence and increasing loyalty
  • Use resources effectively and improve efficiency
  • Ensure consistency of measures and airline procedures
  • Ensure appropriate and efficient handling of mobility devices
  • Follow best practices in passenger handling during disruptions and IROPS
  • Ensure the rights and needs of passengers with disabilities are respected as jurisdictional regulations place responsibility on different stakeholders (airlines, airports, and service providers)