At Buddha Air, we prioritize creating a travel experience that is inclusive, accessible, and supportive for all passengers. “We believe in providing a travel experience that is inclusive and supportive for everyone,” says Sushil Pokharel, Head of the Customer Service Division at Buddha Air.
In the aviation industry, it’s crucial to recognize that some passengers need extra assistance to ensure their journey is smooth and comfortable. Airlines must offer comprehensive special assistance services to cater to the diverse needs of passengers. This includes supporting those with mobility challenges, disabilities, elderly passengers, pregnant individuals, and those requiring medical equipment or additional care.
Buddha Air, a leading domestic airline in Nepal, provides specialized services designed to enhance the flight experience for people with special needs.
Mobility Assistance for Passengers
For passengers with mobility challenges, Buddha Air offers a range of services to make their journey as smooth as possible. Wheelchair assistance is available at all stations, and trained staff ensure that passengers who need assistance are supported from the moment they arrive at the airport until they reach their destination. Passengers can check in their personal wheelchairs as baggage, and the airline provides designated wheelchairs for use within the airport. Non-ambulatory passengers are given priority seating for their comfort and safety.
Support for Passengers with Visual or Hearing Impairments
Buddha Air’s special assistance services extend to passengers with visual or hearing impairments. Passengers with visual impairments can travel with or without a sighted companion, as Buddha Air staff are trained to assist with 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,” says Pokharel.
Safety and Comfort for All Passengers
Buddha Air places the highest priority on the safety and comfort of all passengers, including those with special needs due to medical conditions or physical limitations. The airline has established comprehensive safety protocols to accommodate both ambulatory and non-ambulatory passengers, ensuring they receive the necessary care and support during their journey.
Traveling with Medical Equipment
For passengers requiring medical equipment, such as Portable Oxygen Cylinders (POC), Buddha Air has clear guidelines in place to ensure safety. Passengers must provide a doctor’s statement confirming the need for the POC, including details on the oxygen flow rate and duration of use. A trained technical team is on hand to manage medical equipment, and the aircraft commander is always notified of any medical needs.
For stretcher-bound passengers, a medical certification is required to confirm that they are fit to fly. Passengers in this category must also provide an indemnity bond for any potential liabilities. To ensure proper arrangements, passengers requiring a stretcher must inform the airline at least 24 hours in advance. These passengers are pre-boarded and securely positioned on the aircraft, with personal care assistants seated nearby for support during the flight.
Integrating Technology for Better Assistance
Buddha Air has embraced technology to improve the travel experience for passengers with special needs. The airline’s online booking system now includes an option for passengers to request special assistance when making a reservation. This allows the airline to prepare in advance, ensuring a seamless and hassle-free experience.
“We’ve integrated a feature in our online booking system for passengers to request special assistance, ensuring that our team is ready to assist them from the moment they confirm their booking,” explains Pokharel.
Dedicated Special Assistance Services at the Airport
To make the check-in process more efficient, Buddha Air has dedicated counters at Tribhuvan International Airport in Kathmandu for passengers requiring special assistance. These dedicated counters help passengers avoid long queues, making the check-in process faster and more comfortable.
Support for Expectant Mothers and Elderly Passengers
Buddha Air also recognizes the unique needs of expectant mothers and elderly passengers. Pregnant passengers, particularly those traveling alone, receive personalized assistance from staff, from help with hand luggage to a smooth boarding process.
“We understand the concerns of expectant mothers and the elderly,” notes Pokharel. “Our staff is trained to offer the necessary support 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 medically fit to travel. This ensures that both the mother and unborn child are safe throughout the journey. Elderly passengers who may need extra support also receive priority services, including help with boarding, disembarking, and any in-flight needs. The special assistance counters at the airport make sure they don’t have to wait in long lines, enhancing their travel experience.
Continuous Improvement of Special Assistance Services
Buddha Air is committed to continuously improving its special assistance services. The airline regularly reviews its policies and procedures to ensure they meet the evolving needs of passengers. Feedback from passengers plays a key role in this process, helping the airline identify areas for improvement and implement necessary changes.
“At Buddha Air, we listen to our passengers and make adjustments to improve our services,” says Pokharel. “Our goal is to provide an inclusive and supportive travel experience for all, ensuring everyone can travel with confidence and ease.”
Setting New Standards for Aviation Inclusivity
Buddha Air’s mission is to offer unparalleled service and support to all passengers, including those with special needs. The airline is committed to ensuring that all passengers, regardless of their physical condition, can travel safely and comfortably. Buddha Air continues to set new standards in the aviation industry with its dedication to safety, customer service, and inclusivity.
By providing specialized services, integrating technology, and continuously reviewing its practices, Buddha Air ensures that every passenger receives the care they need to have a smooth, comfortable, and inclusive flight experience.