guide_to_passenger_rights_and_accessibility.txt

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GUIDE TO PASSENGER RIGHTS AND ACCESSIBILITY
Audio description version

Front cover
White text on a blue background: Guide to Passenger Rights and Accessibility. Above the text, a white cloud and the white silhouette of an aircraft. Below the text, in a dark blue circle, a white pictogram of a person in a wheelchair. Below that, a band of thin, curved white lines cross the page horizontally. In the lower-right corner, a series of logos are arranged vertically. From top to bottom, the logos are those of ANAC (the National Civil Aviation Agency); the Human Rights Secretariat of the Federal Government; and the Federal Government, which includes the slogan Brazil: Country of Education. In the lower-left corner there is a horizontal line of white pictograms representing people with and without disabilities.

[page 2] Technical sheet
The page has a light blue background. Along the top there is a dark blue band with a white cloud on the left. Along the bottom, from left to right, the page number, followed by a horizontal line of dark blue figures representing people with and without disabilities.

Text, in black:
MINISTRY OF WOMEN, RACIAL EQUALITY AND HUMAN RIGHTS
SPECIAL SECRETARIAT OF HUMAN RIGHTS
NATIONAL SECRETARIAT FOR THE PROMOTION OF THE RIGHTS OF PERSONS WITH DISABILITIES
Setor Comercial Sul  B  Quadra 9  Lote C  Edifcio Parque Cidade Corporate
Torre A  8 andar  CEP: 70308-200  Braslia-DF  Brasil
Telephone: +55 (61) 2027-3684  2027-3747
E-mail: pessoacomdeficiencia@sdh.gov.br
www.pessoacomdeficiencia.gov.br

NATIONAL CIVIL AVIATION AGENCY - ANAC
Setor Comercial Sul  B  Quadra 9  Lote C  Edifcio Parque Cidade Corporate
Torre A  1 ao 7 andar  CEP: 70308-200  Braslia-DF  Brasil
Telephone: 163 (Available 24 hours a day. Portuguese, English and Spanish spoken).
www.anac.gov.br

 2016 National Secretariat for the Promotion of the Rights of Persons with Disabilities
Reproduction authorized for non-commercial purposes providing source is cited.
Public information. This publication does not replace the existing legislation.

Agncia Nacional de Aviao Civil (Brasil)
A265g Guide to passenger rights and accessibility / Agncia
Nacional de Aviao Civil, Secretaria Especial de Direitos Humanos,
Ministrio das Mulheres, da Igualdade Racial e dos Direitos Humanos. -
Braslia, DF : ANAC : SEDH : MMIRDH, 2016.
52 p. : il.
1. Accessibility  Legislation - Brazil 2. Passenger.
3. Disabled person. 4. Airport. 5. Aircraft. I. Brasil. Secretaria Especial
de Direitos Humanos. II. Brasil. Ministrio das Mulheres, da Igualdade
Racial e dos Direitos Humanos. III. Ttulo.

Photographs: Jefferson D. Modesto
Graphic design, lay-out, illustrations and cover: Daniel Dino and Erika M. Santana
Translation Portuguese-English: Michael James Marsden  Embassy of Brazil in London
 
[page 3] SUMMARY
Introduction - Page 7
Discover the positive changes
	Buying a ticket - Page 15 
	Check-in - Page 17 
	Departure and arrival - Page 26 
	Deadlines for installation of boarding aids at airports - Page 31
	Travelling with equipment - Page 32 
	Travel companions - Page 35 
	Guide dogs - Page 37 
	Inside the aircraft - Page 39 
	Quality of service - Page 41 
	Information - Page 43 
	Penalties - Page 44 
	Where to complain - Page 45

[page 4]
Sepia photograph of two people, viewed from behind, who are walking through a concourse. On the left is a blonde woman wearing a sleeveless jacket; she is guiding by the arm a blind man, to her right. The man is using a walking stick, which he is holding in his right hand, and has a black satchel with a long strap slung across his left shoulder.

[page 5]
Blue background. Towards the top of the page, a white cloud; towards the bottom, the white silhouette of an aircraft taking off.

[page 7] Introduction
Accessibility ensures that everyone can lead their lives independently, safely and autonomously in public spaces and when using public facilities and equipment. It is essential to ensure everyone can fully and equally exercise their human rights.

In the lower-right corner there is a drawing of a traffic sign which consists of a pictogram of a person in a wheelchair and, below that, two arrows.

[pages 8 to 12]
To improve accessibility for passengers from the moment of arrival at the airport until boarding and then disembarking from the aircraft, the National Civil Aviation Agency (ANAC) has drafted Resolution 280/2013. This regulation focuses on the quality of service provided to passengers who require special assistance. Those passengers are: 
	People with disabilities;
The International Symbol of Access  i.e. the symbol of a person in a wheelchair. White on a dark blue background.
	People aged 60 or over;
White figure on dark blue background representing a man with a hat and a walking stick.
	Pregnant women; 
White figure on a dark blue background representing a pregnant woman.
	Breastfeeding mothers; 
White figure on a dark blue background representing a woman breastfeeding a baby.
	People carrying young children; 
White figure on a dark blue background representing a woman carrying a young child in her arms.
	People with reduced mobility who have limited autonomy as passengers.
White figure on a dark blue background representing a man using a walking frame.
	People with reduced mobility; 
White figure on a dark blue background representing a man using crutches.

With this new resolution, airports and airlines will now adopt measures to guarantee passengers physical and moral integrity, based on the clear understanding that, during each stage of a journey, every person has the right to the same services that are provided to the public in general.


 
The resolution applies to departures and arrivals at Brazilian airports.
Figure of an elevator with its doors closed. The words ACCESSIBLE ELEVATOR are written on the upper part of the doorframe. The elevator buttons are on the wall to the right of the doors. Above the buttons there is information in braille, and above that, the International Symbol of Access. Above the elevator doors there is a display showing the number seven.
[page 13] Discover the positive changes
Blue background, with the words in white in the middle of the page. Towards the top, a white cloud; towards the bottom, a white silhouette of an aircraft taking off.

[page 14]
Blue background. Three white figures representing people. From left to right they are a man standing holding a walking stick; a man sitting on a bench, holding a tablet computer, with a speech bubble saying Just a minute. Im finishing registering my travelling companion.; and a person in a wheelchair using a laptop computer, with a thought bubble saying Thats good. I did my check-in online!.

[page 15] Buying a ticket
The airline is not permitted to limit the number of passengers requiring special assistance. When a ticket is purchased, the airline must ask if the passenger will require a travel companion, technical aids, communication aids, or other types of assistance.

[page 16] IMPORTANT!
	The lack of information about special assistance cannot be allowed to prevent a passenger from travelling, if they agree to do so with whatever assistance is available; 
	The possibility of discomfort or inconvenience for other passengers, or for crew members, cannot be used by airlines as an excuse not to provide service.
In the upper-left corner of the page, a white exclamation mark inside a blue triangle.
[Pages 17 to 24] Check-in
Passengers in need of special assistance should now arrive at check-in the same amount of time before departure as other passengers.
Upon arrival they should make themselves known to staff, and from then onwards the airline must provide priority assistance with regard to:
	Check-in and baggage drop;
Blue pictogram representing an accessible check-in counter, with a suitcase on the conveyor belt. To the left of the counter is a figure representing a female member of airline staff, wearing a hat with an aircraft logo. To the right of the counter is a figure representing a disabled man with two prosthetic legs. Above the desk is a sign showing an aircraft taking off.
	Arriving at the aircraft, and assistance at border control;
Blue figures representing a female flight attendant next to a person in a wheelchair, inside a tunnel. Behind them we see the door of an aircraft.
	Boarding the aircraft;
Blue figure representing a man in a wheelchair entering an aircraft.
	Seating arrangements, and mobility inside the aircraft;
Plan of the front of an aircraft, in black and white, showing the first two rows of passenger seats. The first row, on the right-hand side of the aircraft, is highlighted in red. A blue figure representing a passenger is sitting in the seat adjacent to the aisle.
	Stowing hand luggage;
Blue figures representing a female flight attendant helping a man in a wheelchair to stow his luggage in the overhead compartment.
	Individualized demonstration of emergency procedures, when requested; 
Blue figures representing a passenger sitting inside the aircraft and a female flight attendant standing in front of him. Both figures have their arms extended forwards and there are small red arrows around their hands, indicating circular movements.
	Assistance for passengers with guide dogs;
Blue figures representing a female flight attendant, standing in the aisle of an aircraft next to three red seats bearing the International Access Symbol. In the middle seat, a male passenger wearing dark glasses and smiling. A guide dog is lying on the floor in front of him.
	Assistance in accessing the bathroom;
Blue figures representing a female flight attendant, standing next to the door of the aircraft bathroom, and a man with a crutch, who has had one leg amputated, entering the bathroom.
	Leaving the aircraft;
Blue figures representing a female flight attendant standing next to a person in a wheelchair, inside a tunnel. In the background, in faded gray, we see the exit door of an aircraft.
	Transfers or connections between flights;
Drawing representing an airport terminal building with glass walls through which we can see aircraft parked in the background. On a blue sign the word Connections is written in white, with three chevrons pointing to the right and the silhouette of an aircraft taking off. Inside the building, in the foreground, are four blue figures representing, from left to right, a female member of airline staff who is facing rightwards with her hands out in front of her and small red arrows circling her hands; a man with two prosthetic legs; a man in a wheelchair with a suitcase in his lap; and another female member of airline staff, facing forward.
	Arriving at the baggage-reclaim area;
Drawing representing a baggage reclaim hall, with a conveyor belt and four suitcases on it. In the background, faded gray silhouettes of various people, some of whom have disabilities or reduced mobility. At the top is a blue sign with the words Baggage Reclaim in white. On the right, in the foreground, are two blue figures representing a female member of airline staff and a person in a wheelchair with a small suitcase in their lap.
	Reclaiming checked luggage, and assistance at border control;
	Leaving the arrivals hall and accessing the public area.
Drawing representing an airport terminal building with glass walls and doors, through which we can see a bus parked in the background. Above the door is a blue sign with the word Exit in white. Inside the building, in the foreground, are two blue figures representing a female member of airline staff, facing sideways with her hands out in front of her and small red arrows circling her hands, and a man in a wheelchair with one arm raised, holding a suitcase.

[page 25]-
Sepia photograph of a man with graying hair sitting in a wheelchair, seen from behind. We see only his head and upper back.

[Pages 26 to 28] Departure and arrival
Passengers requiring special assistance have priority boarding. Also, the airport administrator is now responsible for providing whatever equipment is necessary for boarding and exiting aircraft which have access heights in excess of 1.60 meters.
	Passengers in wheelchairs or being carried on stretchers must have priority boarding via the boarding bridge or by means of lifting/lowering equipment (ambulift) or a ramp.
Drawing of an aircraft seen from the front, with an ambulift (vehicle equipped with an elevator) connected to the left-hand side of the fuselage as we look. A passenger in a wheelchair is boarding the aircraft.

	For boarding and exiting smaller aircraft, other equipment can be used, as long as it ensures both the safety and dignity of the passenger.

IMPORTANT! 
	It will not be permitted to carry a passenger, manually, during the boarding or disembarking procedures (except in emergency situations and if the aircraft needs to be evacuated).
Next to the word Important! is a blue triangle with a white exclamation mark inside. The words except in emergency situations and if the aircraft needs to be evacuated are highlighted in bold.

[page 29]
A large symbol in the center of the page consisting of a circle formed by a thick red line, with another thick red line running diagonally through the center of the circle to indicate prohibition. Inside the circle, behind the diagonal red line, are two blue figures representing a person carrying another person in their arms. The person carrying has their eyes half-closed and their mouth is a wavy line; three drops of sweat are falling from their forehead. The person being carried is holding a walking stick; their eyes are in the form of two downward-pointing Vs and the shape of the mouth suggests they are grimacing in anger.

[page 30]
Sepia photograph of a woman in a wheelchair, seen from behind. Her head is half-turned towards the right and she is looking upwards; she has long, straight, blonde hair, in which there is a flower with large petals. There is a rucksack over the back of the wheelchair. To the right of her we see the left arm of a woman who is accompanying her; the second womans hand is resting lightly on the top of the back of the wheelchair.

[Page 31] Deadlines for installation of boarding aids at airports
	Airports used by more than 2 million passengers per year: December 2013; 
	Fewer than 2 million but more than 500 thousand passengers per year: December 2014; 
	Fewer than 500 thousand passengers per year: December 2015.

[Pages 32 a 34] Travelling with equipment 
Technical aids used by passengers for mobility purposes must be carried by the airlines free of charge. 
The drawing is a side view of the rear part of an aircraft fuselage, with the door of the baggage hold open. Inside the hold we see a motorized wheelchair and a walking frame. Below, on the ground outside the aircraft, there is a baby carriage and a pair of prosthetic legs. 

Only one piece of equipment can be carried free of charge, and if there is sufficient space it should be carried in the cabin. (E.g. wheelchair, walking frames, crutches, walking sticks, baby comfort chair, etc).
When the equipment is carried in the hold:
	when the equipment has been presented and identified, the airline must provide a receipt; 
	appropriate precautions must be taken with fragile or priority items;
	all equipment must be carried in the same aircraft that the passenger is travelling in; 
	the equipment must be made available immediately upon arrival;
	if any equipment is lost or damaged, the airline must provide an equivalent replacement immediately upon arrival.

[Pages 35 e 36] Travel companions 
The passenger will need to be accompanied: 
	if they are travelling on a stretcher, or with an incubator; 
	if they have a mental or intellectual disability which prevents them from understanding the flight-safety instructions; 
	if they are unable to use the bathroom facilities without assistance. 

IMPORTANT! 
Next to the word Important!, a white exclamation mark inside a blue triangle
In such cases the airline itself must provide a travel companion for the passenger, at no extra charge, or request that passenger be accompanied by their own chosen companion, who will be asked to pay a maximum of 20% of the fare paid by the passenger. The companion must travel in the same class and in a seat next to the passenger, they must be at least 18 (eighteen) years old, and they must be capable of providing any necessary assistance.

[Page 37] Guide dogs
On the left of the page, a large blue drawing representing a frontal view of a dog, sitting.
Guide dogs are permitted to accompany the passenger throughout the journey, including inside the aircraft, though it is the owners responsibility to provide documentation identifying the dog and attesting to its training, as well as to provide whatever food it needs.

[page 38]
There is a blue figure on the right of the page representing a frontal view of a blind person, standing, accompanied by a guide dog, which is also standing.
Guide dogs must be transported free of charge, with space provided on the floor of the aircraft cabin, close to the passenger and under their control. The dog must wear a harness, not need a muzzle, and not obstruct, either totally or partially, the aisle of the cabin.

[Pages 39 and 40] Inside the aircraft 
Changes have also been taking place inside the aircraft registered in Brazil: now they must have special seats not only at the front of the aircraft but also at the back, because at many Brazilian airports boarding and disembarking can take place via either door of the aircraft. 
In aircraft with 30 or more seats, at least half of the aisle seats must have moveable arm-rests; and aircraft with more than 100 seats must have at least one wheelchair on board. Special seats must not be located next to the emergency exits.
There is a drawing representing a sideways view of a seat on an aircraft, in which a passenger  an amputee  is sitting. The arm-rest of the seat has been drawn in three possible positions: lowered, half-raised, and fully raised. Two curved arrows indicate the upward and downward movement of the arm-rest.
[Pages 41 and 42] Quality of service 
With the new resolution, the airlines and airports must establish training programs for their staff and implement a system of quality control for the service they provide. 
It is also necessary to make available a member of staff who is responsible for accessibility throughout the entire period of operations, and who will deal with any situation which might occur with regard to passengers who require special assistance. That member of staff must be available to provide immediate assistance.
There is a drawing representing an aircraft terminal building with, on the left, a glass wall and, on the right, a non-transparent wall. At the top of the glass wall is a blue sign with the words Check-In in white; at the top of the other wall is a blue sign with a pictogram of an aircraft taking off. On the right there is a blue figure representing a member of airline staff behind a counter offering priority service to passengers with disabilities; above her head there is a speech bubble containing an ellipsis (three dots) and also a thought bubble containing several question marks. On the left there are blue figures representing a line of three people: an elderly man, a woman carrying a young child in her arms, and a man on crutches whose leg has been amputated. The elderly man is using a walking stick and is holding his lower back with one hand; above his head there is a speech bubble containing a question mark.

[Page 43] Information 
Airport administrators must ensure that information is always available to the public regarding the services provided during departure and arrival to passengers who require special assistance.
Drawing of two speech bubbles. The bubble on the right contains a large blue question mark; the bubble on the left, which it slightly overlaps, contains a large blue exclamation mark. The bubble on the left, with the exclamation mark, has a jagged circumference in the form of irregular zig-zags.

[Page 44] Penalties
Both the airlines and the airport administrators face fines of between 10,000 and 25,000 Brazilian reals for any failure to comply with the accessibility requirements. 
ATTENTION! Full information regarding Resolution 280 by ANAC can be found at anac.gov.br and sdh.gov. br/pessoa-com-deficiencia. Read it and know your rights!
Next to the word Attention! is a blue triangle with a white exclamation mark inside.

[Pages 45 to 47] Where to complain 
If your rights are violated in any way, contact the following bodies:
	The complaints department of the airline; 
	The complaints department of the airport administrator; 
	ANAC (163); 
	Dial 100  the National Human Rights Ombudsman;
	Consumer protection organizations; 
	The Judiciary
	The National Council for the Rights of Persons with Disabilities (CONADE).

NOTE: 
The passengers described in Resolution 280 by ANAC as needing special assistance are all those who, for different reasons, require some kind of service to minimize the impediments they face and to guarantee accessibility, autonomy, dignity, and equal opportunities.
Next to the word Note is a blue triangle with a white exclamation mark inside.

[pages 48 e 49]
A sepia photograph, covering two pages, shows, on the first page, the lower part of a crutch, and on the second page, the lower legs of a person wearing black trousers. The persons left foot is bare, without either a shoe or sock, and is raised such that only the toes are touching the ground. At the top of the first page, in a central position, is the logo of the Human Rights Line  Dial 100, in the form of an orange speech bubble which is rectangular but with curved corners. Inside the bubble, on the left, are the words Human Rights Line, written entirely in capital letters; on the right is the white outline of a telephone above the number 100, also in white.

NATIONAL HUMAN RIGHTS OMBUDSMAN 
The Human Rights Line (Dial 100) receives, analyzes, conveys and monitors reports and complaints regarding human rights violations. 
The service is available throughout Brazil, operating so as to resolve conflicts and assist the efforts of those responsible for defending human rights. It also carries out work in cooperation with the Public Prosecutor, with organs of the judicial, legislative and federal executive powers, with other federal entities, and with civil society organizations. 
Dial 100 is coordinated by the National Human Rights Council. The service is available 24 hours a day, seven days a week. Calls are free and can be made from any landline or cell phone. Those making complaints do not need to identify themselves.

[pages 50 e 51]
An image with a blue background covers two pages. Towards the top of the first page, two white clouds, one above the other. On the second page, in the center, the white silhouette of an aircraft taking off. Below the aircraft is a QR code, and below that, the message Use the QR code reader on your cell phone to access the digital version of this guide, or go to: http://goo.gl/FycA0h

Back cover
Blue background with three white clouds; from top to bottom, the first cloud is in upper-right corner, the next one down is on the left, and the lowest is on the right. Near the middle of the page, but slightly to the left of center, a series of logos are arranged vertically. From top to bottom, the logos are those of ANAC (the National Civil Aviation Agency); the Human Rights Secretariat of the Federal Government; and the Federal Government, which includes the slogan Brazil: Country of Education. Below the logos, a band of thin, curved white lines cross the page horizontally. Along the bottom of the page there is a horizontal line of white pictograms representing people with and without disabilities.