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Service For The Disabled
Home >> Service For The Disabled
Service Guide for Physically and Mentally Disabled Passengers of Hualien Airport

1. Introduction
This service guide is specially established for physically and mentally disabled passengers and those unable to move at ease. Professional attendants and high quality handicap-friendly soft and hardware services are provided for physically and mentally disabled passengers, from their arrival to the airport to boarding the plane, or from landing at the airport to leaving.

2. Service Guide
1. Beneficiaries: our services are all provided to the physically and mentally disabled (e.g. those with disabilities in body movement, visual and hearing, etc.) and those unable to move at ease (e.g. patients, senior citizens, pregnant women and infants or toddlers, etc.).。
2. Barrier-free services of Hualien Airport:
  (1) Information counter and professional attendants
  (2) Wheelchair rental
  (3) Guidance services for the visually impaired (blind)
  (4) Services for the hearing impaired (deaf)
  (5) Barrier-free facilities
  1. One motorbike parking spot located at the main entrance of Hualien Airport for the physically and mentally disabled(free of charge)
  2. Eight automobile parking spots located next to the elevator at the underground parking lot (free of charge for parking and retrieving cars on that day, but retrieving cars is charged for the next day and so on; the parking lot is opened from 6:00 to 22:00 every day; the fee is NTD20 per hour, and the highest fee is NTD160 per day)
  3. Handicap Ramp: built at the entrance and exit hall
  4. Route for the Blind/Route for Disabled: installed in the main routes of entering and exiting the airport
  5. Service bells installed at the information counter on the 2nd floor, in elevators, and in all restrooms (including restrooms for the disabled and parents with infants)
  6. Wheelchairs can be borrowed at the information counter
  7. Public payphones: installed at the left and right side of the entrance and exit hall and the two departure lounges; the signs are clear
  8. Handicap-friendly and parent-infant restrooms: one is located at the arrival, entrance and exit hall, departure lounge and office area
  9. Elevators with vocal sounds: located at the front section of the entrance and exit hall and the E, F and I section of the air bridge
  10. Boarding Ramp: one is installed at the apron (prohibited from use when wind velocity over 30 miles, under bad weather, or for safety measures)
Tourism information counter on the 1st floor
Tourism information counter
on the 1st floor
Information counter on the 2nd floor
Information counter on the 2nd floor
Wheelchair rental service
Wheelchair rental service
Special service bell
Special service bell
Public payphones
Public payphones
Handicap restrooms
Handicap restrooms
Handicap parking spots
Handicap parking spots
Handicap Ramp
Handicap Ramp
Route for the Blind
Route for the Blind
Lower water dispensers
Lower water dispensers
Elevators with vocal sounds
Elevators with vocal sounds
Automatic sensing doors for wheelchairs to go in and out
Automatic sensing doors for wheelchairs to go in and out
Boarding Ramp
Boarding Ramp
3. Our Services
 Services are divided into airport barrier-free and airline barrier-free according to boarding procedures:
  (1) Airport barrier-free service:
 ‧Information counter: special service provided to the physically and mentally disable and those unable to move at ease
  (2) Airline barrier-free service: airline attendants provide special guidance and service for passengers from the counter to
   the boarding gate, and to the welcoming hall and the waiting area
 ‧Special information counter provides 50% discount preferential prices for physically and mentally disabled passengers,
  and escorts (no more than one person for each disabled passenger) can have the same benefits as well
 ‧Special attendants are assigned by the airline company to assist the disabled from the entrance and exit hall,
   departure and arrival area to the apron and boarding area
 ‧Airline company provides boarding and deplaning services to disabled people in need
4. Airport barrier-free service window and telephone:
  (1) Airline barrier-free information counter telephone and fax number:
   Tourism information counter on the 1st floor (03)8210625
   Information counter on the 2nd floor (03)8210768
  (2) Airline barrier-free service hours
   All-year service provided every day from 7:00 am to 19:00 pm

3. Service guide procedures:
 currently, the following three types of passengers are benefitted from our handicap services。
 1. Passengers in wheelchairs: those in need of wheelchair services, who are suffering from illness, and unable to move at
   their own will
   (1) Definition of assistance:
    1. WCHR: wheelchair service from the side of the plane or to the side of the plane (such as crossing the apron) for
     those who can go up and down the stairs and are able to walk to seats by themselves
    2. WCHS: wheelchairs sent to the side of the plane for those in need of assistance for going up and down the stairs,
     but can walk by themselves in the passenger compartment
    3. WCHC: passengers unable to move at all and are in need of attendants to deliver wheelchairs to the side of the plane
     and to assist in going up and down the stairs and to be seated
  2. Hearing-impaired passengers: passengers whose hearing is totally impaired are defined as passengers with inability to
   move
  3. Visually-impaired passengers: congenital visual-disability, temporary ablepsia (loss of sight) or permanent ablepsia
   caused by disease or other external factors
  4. Airport barrier-free service guide procedures:
   (1) Procedures for passengers departing in wheelchairs:
    1. For passengers in need of wheelchairs or other old, weak, women and children, attendants should inquire about their
     flight number, assist them in their check-in and seat assignment procedures and accompany them to the departure
     lounge after checking in their luggage if necessary, and also to notify the airline company to continue the service
   (2) Procedures for passengers arriving in wheelchairs:
    1. For passengers in need of wheelchairs or other old, weak, women and children, attendants should ask them if they
     wish to take the special elevator designed for the disabled, and guide the passengers from the elevator to the
     baggage claim area. After assisting them in claiming their baggage, attendants should then hand the passengers
     over to the friends or family picking them up at the airport, or accompany them to the entrance area and call a taxi
   (3) Procedures for visually-impaired passengers departing:
    1. If passengers are not accompanied, attendants should assist passengers in checking in, seat assignment and
     baggage check-in, and lead them to be seated at the external departure lounge for customs clearance and inspection
    2. During customs clearance, attendants should provide help and guidance, stand on the right-hand side of
     passengers or allow passengers to place their hands on the attendants’ shoulders or left wrist and direct them
     verbally. After customs clearance procedure is complete, attendants should accompany passengers to the
     elevator and to wait at the internal departure lounge for boarding. Then, attendants are to assist them to the
     boarding passage and hand them over to the airline company
   (4) Procedures for visually-impaired passengers arriving:
    1. For visually-impaired passengers, attendants should guide them to the elevator and to the departure baggage claim
     area. After assisting them in claiming their baggage, attendants should hand the passengers over to their friends
     and families picking them up at the airport, or accompany them to the entrance and help call a taxi
  5. Airline barrier-free service guide procedures:
   (1) Procedures for passengers departing in wheelchairs:
    1. When passengers are checking-in and assigning seats, attendants should ask them if they need wheelchair services,
     if they have their own wheelchairs and if they are escorted by someone else.
    2. If passengers do not have their own wheelchairs, ground staff are to push and deliver airport wheelchairs to the
     counter
    3. Assist passengers to wheelchairs and arrange for them to wait for customs clearance at the external departure
     lounge (located at the left behind the information counter, where the counter staffs are able to see)
    4. After customs clearance procedure is completed, passengers are assisted in taking the barrier-free elevator to
     the apron for boarding via the boarding ramp
    5. Before boarding the plane, field personnel should notify flight attendants in advance of the number of
     passengers in wheelchairs and their seats.
    6. Once everything is in order and reported, according to the above definitions, ground staffs are to arrange
     enough people to assist passengers in wheelchairs to board the plane first
    7. After the airplane has departed, the airline should notify the airport passengers will be arriving at of related
     information so that they can arrange for follow-up services
   (2) Procedures for passengers arriving in wheelchairs:
    1. After receipt of report, the airline should confirm the number of passengers in wheelchairs of the flight number based
     on the information reported from the departure airport, and ask ground staff to arrange for a sufficient amount of
     wheelchairs and boarding ramps to be delivered to the apron for the arrival of the flight
    2. Once the flight has arrived, according to the assistance required for passengers in wheelchairs, ground staff should
     arrange for enough people to help them get off the plane via boarding ramps, and to push their wheelchairs from the
     elevator to the entrance area
   (3) Procedures for hearing-impaired passengers:
    1. Notify colleagues working outside to remind passengers of boarding and guide them through boarding procedure
     and to their seats
    2. Notify head of the passenger cabin of their seat numbers and ask them to provide assistance and keep an eye on
     them
   (4) Procedures for hearing-impaired passengers departing:
    1. For hearing-impaired passengers that are traveling alone, their seats should be assigned by the window near the
     entrance, convenient for boarding and getting off the plane. If passengers are accompanied by someone else, the
     companion should be assigned next to the hearing-impaired passenger
    2. Assist passengers to be seated at the external departure lounge to wait for customs clearance procedures
    3. During customs clearance, shipping clerks should provide assistance. When giving directions, they should stand by
     the right-hand side of passengers or allow hearing-impaired passengers to place their hands on the attendants’
     shoulders or on their left wrist. The directions should be given verbally by hour hand
    4. After customs clearance is completed, passengers are assisted in taking the barrier-free elevator and to the apron for
     boarding
    5. Before boarding the plane, external personnel are to notify flight attendants in advance of the number of hearing-
     impaired passengers and their seat numbers
    6. Once everything is in order and reported, shipping clerks are to assist passengers in boarding the plane and to be
     seated
    7. After the airplane has departed, the airline should notify the airport passengers will be arriving at for follow-up
     services
   (5) Procedures for visually-impaired passengers arriving:
    1. After receipt of report and arrival of the flight, shipping clerks are to guide them off the plane and to the exit area
     where they can hand passengers over to the people picking them up


Latest Update : 2017-09-12
Visitors : 5575456
Date:2017-09-19
Temperature:26 °C ~ 27°C
Address : Airport No.1, Chia-Li Village , Hsin-Cheng Township , Hualien ,Taiwan 97144, R.O.C
Information desk telephone : 03-8210768 Fax : 03-8210730 Service time: 07:00 ~ 21:30
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