ACC - Airline Customer Service Special Needs Passenger Assistance Questions and Answers

Question 1

Under the Air Carrier Access Act (ACAA), which of the following is a required service that airlines must provide to passengers with disabilities upon request?

Accepted Answer

Prompt assistance with deplaning and moving through the terminal to a connecting flight.

Answer

Assistance with eating or taking medication.

Answer

Providing a personal care attendant free of charge.

Answer

Upgrading the passenger to a higher class of service to better accommodate a disability.

Question 2

A passenger with a mobility impairment arrives at the gate with their personal, collapsible manual wheelchair. The aircraft has 120 seats. What is the correct procedure for handling the wheelchair?

Accepted Answer

The wheelchair can be stowed in the cabin's priority storage space if it fits, at no extra charge.

Answer

The wheelchair must always be checked as baggage at the ticket counter.

Answer

The passenger must pay an additional fee to bring the wheelchair into the cabin.

Answer

The wheelchair is only allowed in the cabin if the passenger purchased an extra seat for it.

Question 3

A passenger who is blind and traveling with a service animal requests pre-boarding. Another passenger in the general boarding group complains that this is unfair. What is the most appropriate response from the customer service agent?

Accepted Answer

Allow the passenger with the service animal to pre-board, explaining to the other passenger that this is standard airline policy for those needing extra time.

Answer

Ask the passenger with the service animal to wait and board with their designated zone to avoid conflict.

Answer

Inform the complaining passenger that they can also pre-board if they wish.

Answer

Ignore the complaint and proceed with general boarding.

Question 4

Which of the following is a key requirement for airline personnel under the Air Carrier Access Act (ACAA) regarding training?

Accepted Answer

All personnel who deal with the traveling public must be trained to proficiency.

Answer

Only pilots and flight attendants must receive disability awareness training.

Answer

Training is recommended but not legally required.

Answer

Refresher training is only required once every ten years.

Question 5

A passenger informs you they have a cognitive disability and may have difficulty understanding complex instructions during an emergency. Under the ACAA, what is a primary responsibility of the airline?

Accepted Answer

To provide a simplified, individual safety briefing that meets the passenger's needs.

Answer

To require the passenger to travel with a safety assistant at their own expense.

Answer

To move the passenger to a seat in the last row to be out of the way.

Answer

To obtain a doctor's note clearing the passenger for travel.

Question 6

When must an airline provide assistance to a passenger with a disability at the airport?

Accepted Answer

Upon request, from the terminal entrance, through security, to the gate, and onto the aircraft.

Answer

Only if the passenger provides at least 72 hours of advance notice.

Answer

Only for movement between the gate and the aircraft.

Answer

Only if the passenger is traveling internationally.