Turn passenger assistance requests into service codes

Fields

• Channel (booking form, email, chat, call-centre note)
• Assistance request as written

Questions

1. Does the text ask for assistance for a traveller who is disabled or has reduced mobility? Yes / No

   Count requests for help moving through the airport or boarding, for guiding, for information given in another way, for travelling with an assistance dog or a mobility device, and medical requests such as oxygen. A seat preference, a meal request or extra baggage on its own is not assistance. Yes: The text asks for at least one kind of assistance for a disabled traveller or one with reduced mobility. No: The text asks for no such assistance.

2. What help with walking and steps does the request describe for the traveller? Choice

   Use the codes in the context. Judge from what the text says the traveller can and cannot do, not from the words used: "wheelchair" appears in requests at every level. When the text describes more than one level, as for different parts of the journey, pick the one that needs the most help.

   • No help with walking The request describes no need for help with walking or steps.
   • Long distances only (WCHR) The traveller can manage steps and walk to the seat, and needs help over long distances in the airport.
   • Cannot manage steps (WCHS) The traveller can walk a short way to the seat but cannot go up or down the aircraft steps.
   • Cannot walk (WCHC) The traveller cannot walk and needs carrying or lifting to the seat.

3. Does the request say the traveller is blind or partially sighted and needs help? Yes / No

   Count blindness, partial sight and asks for guiding or for signs and screens to be read out. Glasses or contact lenses alone do not count. Yes: The request says the traveller is blind or partially sighted. No: The request says nothing about a vision impairment.

4. Does the request say the traveller is deaf or hard of hearing and needs help? Yes / No

   Count deafness, hearing loss and asks for announcements to be given directly, in writing or in sign language. Yes: The request says the traveller is deaf or hard of hearing. No: The request says nothing about a hearing impairment.

5. Does the request say the traveller has an intellectual, developmental or cognitive disability and needs help? Yes / No

   Count a learning disability, autism, dementia, memory loss or a similar condition the text names, and asks for someone to stay with the traveller through the airport. Nervousness about flying alone does not count. Yes: The request names such a disability or condition and asks for help. No: The request names none.

6. Does the request say the traveller travels with a trained assistance dog or other service animal? Yes / No

   Count a guide dog, a hearing dog or another trained assistance or service animal travelling in the cabin. A pet, or an animal described only as giving emotional support, does not count; the desk handles those. Yes: The request says a trained assistance or service animal travels with the traveller. No: No such animal is mentioned.

7. What mobility device does the request say the traveller will bring? Choice

   When the traveller brings more than one, pick the first that applies in this order: powered device, manual wheelchair, walking aid.

   • No device The request mentions no mobility device the traveller will bring.
   • Walking aid only A stick, crutches, a walking frame or a rollator, and no wheelchair.
   • Manual wheelchair A folding or rigid wheelchair without a motor.
   • Powered wheelchair or scooter A wheelchair or mobility scooter driven by a battery.

8. What battery does the request say the traveller's powered wheelchair or scooter uses? Choice

   Answer only about a powered wheelchair or scooter the traveller brings. Non-spillable covers dry, gel and sealed lead-acid batteries; spillable is a wet-cell battery. Do not work out the battery type from a make or model name.

   • No powered device The request mentions no powered wheelchair or scooter.
   • Lithium-ion The request says the battery is lithium or lithium-ion.
   • Non-spillable The request says the battery is dry, gel or sealed.
   • Spillable The request says the battery is a wet-cell battery.
   • Battery not stated A powered device is mentioned, but not what battery it uses.

9. Does the request mention oxygen, a stretcher, recent surgery or illness, or a medical device the traveller needs on board? Yes / No

   Count oxygen, a portable oxygen concentrator, a CPAP or other breathing machine used on board, a stretcher, surgery or a hospital stay in recent weeks, and a condition the text says is still being treated. A long-standing condition mentioned only to explain the help needed does not count. This only sends the request to the medical desk; it never judges fitness to fly. Yes: The request mentions at least one of these. No: The request mentions none of these.

10. Does the request say someone travels with the traveller to help them? Yes / No

    Count a relative, carer, friend or assistant on the same booking or flight who will help the traveller. Staff meeting the traveller at the airport do not count. Yes: The request says a companion travels with the traveller to help. No: The request says nothing about a travelling companion, or says the traveller flies alone.

11. Does the request give enough detail for the assistance desk to choose the service codes without contacting the traveller? Yes / No

    Judge whether a desk agent could choose the codes in the context from the text alone: what help is needed with walking and steps, and what device the traveller brings. Booking references, names and dates do not count; code finds those. Yes: The text is clear enough to choose the codes. No: The desk would need to ask the traveller before choosing the codes.

Lens columns

assistance_requested, assistance_requested_probability, mobility_level, mobility_level_probability, vision_need, vision_need_probability, hearing_need, hearing_need_probability, cognitive_need, cognitive_need_probability, assistance_animal, assistance_animal_probability, own_device, own_device_probability, battery_type, battery_type_probability, medical_desk_signal, medical_desk_signal_probability, companion_travelling, companion_travelling_probability, enough_detail, enough_detail_probability