When it comes to aviation services, it is essential to recognise that some passengers may require specific assistance to make their travel experience comfortable and seamless. Airlines must prioritise offering special assistance services to cater to the needs of its diverse passengers. This includes providing support to passengers with mobility issues, people with disabilities, elderly passengers, pregnant passengers, or those requiring either medical equipment or additional care.
Buddha Air has specialised services to assist people with special needs. For passengers with mobility challenges, the airline offers a range of services, including wheelchair assistance available at all stations. Trained staff ensure that passengers who need wheelchairs are assisted from the moment they arrive at the airport until they reach their destination. Personal wheelchairs can be checked in as baggage, and the airline provides specially designated wheelchairs for use within the airport. Non-ambulatory passengers are given priority seating to ensure their comfort and safety.
Special assistance also extends to passengers with visual or hearing impairments. Those with visual impairments can travel with or without a sighted companion, as Buddha Air staff is trained to provide the necessary support for boarding and disembarking. “Our special assistance services are designed to cater to the individual needs of our passengers, ensuring their journey is as comfortable as possible,” said Sushil Pokharel, Head of the Customer Service Division at Buddha Air.
Buddha Air places the highest priority on the safety and comfort of all passengers, including those who require special assistance due to medical conditions or physical limitations. Comprehensive safety protocols are in place to accommodate ambulatory and non-ambulatory passengers, ensuring they receive the care and support needed during their journey. For passengers requiring medical equipment such as Portable Oxygen Cylinders (POC), specific guidelines are in place to ensure safety. The designated technical team is trained to handle such equipment, and the aircraft commander is always informed of any passenger needing medical assistance. Stretcher case passengers are another category of non-ambulatory passengers who receive special care. These passengers must be certified fit-to-fly by a medical professional, and an indemnity bond is required to cover any potential liabilities. At least 24 hours prior information must be provided to the airline to ensure the seats are properly set. Stretcher passengers are pre-boarded and positioned securely on the aircraft, with personal care assistants seated nearby to provide necessary support throughout the flight. “Our primary goal is to ensure that every passenger, regardless of their physical condition, can travel safely and comfortably with us,” added Pokharel.
In recent years, Buddha Air has leveraged technological advancements to enhance travel experience for passengers with special needs. The airline has integrated online booking systems that allow passengers to request special assistance at the time of booking which ensures that the team is well-prepared to provide the necessary support from the moment the booking is confirmed. “Our online booking system now includes an option for passengers to request special assistance,” explained Pokharel.
Additionally, Buddha Air has dedicated counters at TIA specifically for passengers requiring special assistance. This eliminates the need for these passengers to wait in regular lines, providing a more efficient and comfortable check-in process.
Buddha Air extends its special assistance services to expectant mothers and elderly passengers, recognising the unique needs of these groups. Pregnant women, especially those travelling alone, receive personalised assistance from the airline’s staff. From helping with hand luggage to ensuring a smooth boarding process, the team is dedicated to making their journey as stress-free as possible. “We understand the concerns of expectant mothers and the elderly,” noted Pokharel. “Our staff is trained to provide the necessary support and care to ensure their safety and comfort during their travel.”
Expectant mothers are required to obtain a fit-to-fly certificate from their healthcare provider, confirming that they are safe to travel. This precaution ensures that there are no medical risks during the flight, allowing Buddha Air to provide a secure environment for both the mother and the unborn child.
Elderly passengers who may require additional support are also given priority services. Buddha Air staff assists them with boarding, disembarking, and any in-flight needs they may have. The separate counter for special assistance at the airport ensures that elderly passengers do not have to endure long waits or stand in queues.
