On Approval of Rules For Air Carriage of Passengers, Baggage and Cargo on the Republic of Kazakhstan’s Airlines. Almaty International Airport

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Resolution by Government of the Republic of Kazakhstan No. 1512 dd. December 31, 2010
On approval of Rules for passenger service in airports in the Republic of Kazakhstan
(as amended on 22.01.2013)

In accordance with sub-clause 36) of Article 13 of the Law of the Republic of Kazakhstan dd. July 15, 2010 ‘On use of air space of the Republic of Kazakhstan and aviation activity’, the Government of the Republic of Kazakhstan DECIDES:
     1. To approve the attached Rules for passenger service in airports in the Republic of Kazakhstan.
     2. To implement this Resolution upon expiration of ten calendar days from the date of first official publication

Prime Minister
Republic of Kazakhstan                                                                                                                           K. Massimov

Rules are set out in the version of the Resolution by Government of the Republic of Kazakhstan No. 24 dd. 22.01.13 (see previous version)

Approved
with the Resolution by Government of the Republic of Kazakhstan
No. 1512 dd. December 31, 2010

Rules for
passenger service
in airports in the Republic of Kazakhstan

1. General provisions

   1. These Rules for passenger service in airports in the Republic of Kazakhstan (‘Rules’) have been developed in accordance with the Law of the Republic of Kazakhstan dd. July 15, 2010 ‘On use of air space of the Republic of Kazakhstan and aviation activity’.
   2. These Rules shall govern the procedure and organization of passenger service in airports in the Republic of Kazakhstan and designed to ensure safety and quality of passenger service.
   3. Terms and definitions used in these Rules:
1) agent – an individual or a legal entity representing airlines, airport, which is authorized to directly act on its behalf when performing all procedures associated with arrival, departure, and clearance of an aircraft of the airlines, crew, passengers, baggage, cargo, mail, and catering;
2) column ‘Last Minute Change’ (LMC) of the loadsheet – a column which indicates the changes in number of passengers, baggage made at the last minute;
3) passenger service – procedures associated with preparation and implementation of air carriage, as well as providing them with additional paid or free services to meet the needs;
4) ramp vehicle – a vehicle designed to transport passengers between an aircraft and an airport building;
5) claim – a demand filed in written (electronically) by a concerned person who seeks compensation for damage (loss) which occurred during an improper air carriage of baggage;
6) property irregularity report (PIR) – a document issued by the carrier or the handling company before a passenger or his/her authorized representative as soon as damage caused to any baggage is detected;
7) baggage – belongings of a passenger transported by the carrier aboard an aircraft under an air carriage contract;
8) baggage label – a document issued by the carrier for identification of checked-in baggage of a passenger;
9) itinerary receipt – a document or documents that are part of an electronic ticket and contain the necessary information (e.g., name of the passenger, route, fare, etc.) and notices;
10) checked-in baggage – baggage of a passenger accepted by the carrier for carriage under the responsibility of the carrier, and for which the carrier issued a baggage receipt and a baggage label;
11) unclaimed baggage – baggage which arrived at a destination airport (point) indicated in a baggage label and not collected by a passenger;
12) unchecked baggage (carry-on baggage) – baggage of passengers, other than registered, marked with labels ‘carry-on baggage’ carried in the cabin of an aircraft with the consent of the carrier;
13) transfer baggage – baggage that under an air carriage contract is loaded at the transfer airport (point) from an aircraft operating a flight to an aircraft operating another flight on route of the air transportation;
14) transit passenger – a person who subject to an air carriage contract arrives in an intermediate airport and is carried further by the same flight;
15) transfer passenger – a person who subject to an air carriage contract arrives in a transfer (transshipment) point by one flight and is carried further by another flight on route of the air transportation;
16) person with reduced mobility (PRM) – a passenger whose capacity is limited due to (sensory or motor, chronic or temporary) disability, mental disability, age changes or other restrictions, and whose condition requires appropriate support and adaptation;
17) column ‘endorsement’ – a column in a ticket which indicates passenger data.
   4. When servicing the passengers in airports of the Republic of Kazakhstan, the passenger handling department, which is a structural subdivision of the airport, performs the following functions:
1) ensuring the regularity of flights;
2) development and implementation of measures to ensure the safety and timely delivery of baggage of passengers;
3) check-in of tickets of passengers, weighing and check-in of baggage of passengers in accordance with the aviation standards of international organization in the field of civil aviation, as well as the provisions of airlines;
4) providing with a package of traffic documents for each flight;
5) summarizing a check-in at the end of the check-in;
6) identification of available seats and control of loading of an aircraft (passengers, baggage) according to traffic documents, aircraft loading documents, and provisions of airlines;
7) invitation of passengers to board and accompanying them to an aircraft;
8) boarding of passengers, loading of baggage onto an aircraft verifying the actual number of passengers with that of traffic documents;
9) unloading of baggage of no-show passengers;
10) meeting and accompanying the arriving passengers to the arrival lounge of the terminal;
11) acceptance and accompanying the baggage between an airport terminal and an aircraft;
12) ensuring the quality of service of passengers using air transport services at the airport in accordance with international standards which provisions are listed in Annex 1 to these Rules.
   5. Passenger service in airports is performed in the following order:
1) service of departing passengers;
2) service of arriving passengers;
3) service of transfer passengers;
4) service of transit passengers;
5) service of a passenger filing a claim for improper air carriage, involving a representative of airlines;
6) service of persons with reduced mobility.

2. Service of departing passengers

   6. The procedure for service of departing passengers is as follows:
1) check-in of departing passengers in an airport begins no later than two hours prior to departure of an aircraft (depending on aircraft type and number of passengers) for international flights, and 1.5 hours prior to departure of an aircraft (depending on aircraft type and number of passengers) for domestic flights, and it closes 40 minutes prior to departure of an aircraft;
2) agents receive from a dispatcher the information on number and type of aircraft, number of seats, airlines, number of sold tickets, and more information on departing very important passengers, disabled, sick, transfer, and transit passengers, passengers checked-in using the internet, self check-in counters, and other communications;
3) an agent prepares travel documents required for a flight (boarding passes, baggage labels, ‘hand baggage’ label, ‘glass’ label, and, in case of manual check-in, passenger manifests and baggage manifests);
4) agents check the validity and correctness of tickets given to passengers, flight dates and numbers, departure time, destination airport, availability of a stamp of sales point, ticket validity, and name of a passenger in the PNL list. If necessary, an agent checks the availability of a record and a stamp in the column ‘Endorsement’;
5) visual inspection of baggage accepted for carriage;
6) weighing of baggage and carry-on baggage given by a passenger;
7) entering data on baggage for the given/connecting flight (-s);
8) an agent shall determine the number of pieces and weight of baggage and carry-on baggage, fix numbered baggage labels onto the baggage accepted for transportation and ‘carry-on baggage’ labels onto the carry-on baggage. The tear-off coupons of baggage labels should be given to a passenger. When checking-in a group of passengers traveling to the same destination point in automatic check-in, an agent checks-in all baggage accepted for carriage for one adult in the group in the ‘family’ or ‘group’ mode, and an agent verifies in manual check-in the total weight with total weight of free baggage allowance for the whole group, and makes relevant notes on the passenger manifest;
9) identification and check-in of excess baggage entering data into the ticket check-in system;
10) for the avoidance of potential conflicts when detecting any violations related to procedures of ticket and baggage check-in (passenger's refusal to follow the airlines requirements, breaches in ticket check-in), an agent shall immediately inform a shift manager;
11) after the check-in, an agent working with an agent of airport official delegations lounge (VIP, CIP lounges) servicing very important passengers verifies the number of checked-in passengers for each boarding point and for the whole flight.
In case of automatic check-in an agent prints the required number of passenger manifests, and in case of manual check-in an agent summarizes each check-in sector and transfers the check-in summary to a dispatcher for making a consolidated loadsheet;
12) a baggage handling agent/ a baggage loader counts the number of pieces of baggage for each loading item and compares it with the data from each check-in sector.
In case of manual check-in a baggage handling agent/ a baggage loader receives from an agent the data on number of pieces and weight of checked-in baggage recorded in the passenger manifest. By verifying the received data to the actual number of pieces of baggage for each unloading item, a baggage handling agent/ a baggage loader loads an aircraft in accordance with the airlines’ provisions for aircraft loading and signs the actual data;
13) check-in of passengers late for check-in shall not be performed;
14) an agent asks passengers to go from the waiting lounge to the air bridge for boarding, or to the ramp vehicle in case of boarding at distant parking;
15) an agent checks boarding passes of passengers and compares passenger name indicated on the boarding pass with the name on the identity document, enters data of passengers into a system, and, if having special devices, scans the information from the boarding pass.
Before dispatching a ramp vehicle, an agent announces for passengers the name of airlines, route and flight number;
16) all violations associated with the boarding procedure of departing passengers and flight documentation (mismatch of quantity of boarding passes to the total number of checked-in passengers, mismatch of quantity of boarding passes by class of service, no-show passenger) shall be immediately reported to an airport shift manager;
17) after boarding of passengers onto an aircraft, an agent verifies the actual number of passengers on the flight with a flight attendant, comparing it with the boarding passes and summarized check-in data obtained from an airport dispatcher, and makes the necessary changes in the column ‘LMC’ of a consolidated loadsheet;
18) an agent transfers a consolidated loadsheet and a weight and balance sheet to a co-pilot of an aircraft, and informs a dispatcher on completion of the boarding and beginning of aircraft taxiing;
19) baggage of no-show passengers shall be unloaded without fail.
   7. When checking-in the baggage of passengers checked-in using the internet, self check-in counters, and other communications, agents at separate counters (check-in of baggage of the checked-in passengers) verify the boarding passes with documents of passengers, and check-in baggage in accordance with the provisions of airlines. A self check-in counter and a baggage check-in counter closes 40 minutes prior to departure.
   8. Admission, check-in, delivery, loading, and claim of baggage are ensured by the following persons involved in the procedures:
1) agent;
2) baggage handling agent/baggage loader;
3) flight attendant / representative of airlines.
   9. For the international flights an itinerary receipt is required during passport control as proof of a return ticket.
   10. Ticket and baggage check-in of departing passengers is carried out at counters in the operating lounge or using other check-in methods.
   11. When checking-in a passenger with children, an agent checks a document certifying the age of a child (birth certificate).
   12. Check-in of ticket of an unaccompanied child upon presentation of a document identifying a child shall be in accordance with the provisions of airlines. Seats in an aircraft cabin are provided according to the status of a ticket.
   13. When servicing the sick passengers, an agent checks a ticket and a medical report containing a permit for transportation by air, indicating the specific requirements for conditions of carriage of such passenger, and then draws traffic documents in accordance with the aviation standards of international organization in the field of civil aviation, as well as the provisions of airlines.
   14. When servicing the pregnant passengers, an agent checks a ticket, a prenatal record (at any stage of pregnancy), and a medical report for pregnant passengers whose duration of gestation is twenty eight to thirty six weeks containing a permit for transportation by air. Pregnant passengers with more than thirty six weeks of gestation are not accepted to carriage by air.

3. Service of arriving passengers

   15. The procedure for service of arriving passengers is as follows:
1) after the estimated time of arrival has been announced by a dispatcher, agents receive from a dispatcher of the passenger handling department the following information on the arriving aircraft:
   flight number;
   arrival time;
   planned parking;
   number of passengers including transfer and transit passengers;
   weight of baggage;
   information on passengers who require special assistance or services;
2) an agent meets passengers at the air bridge or accompanies passengers to the ramp vehicle going to the terminal building;
3) an agent keeps order and delivery of passengers in arrival lounge of the airport terminal for passing the passport control (for international flights) and receiving the baggage;
4) a baggage handling agent/ a baggage loader unloading baggage from an aircraft inspects integrity of packaging and in case of any fault informs a representative of airlines and an agent;
5) a representative of airlines / a baggage handling agent / a baggage loader / an agent receives baggage from an aircraft, calculates the number of pieces of baggage during loading, and compares data with those in the flight documents.
All revealed faults are recorded on the baggage manifest (nature of fault, number of baggage label), certified with signature and name of an agent and a representative of airlines.
6) baggage is delivered to the airport baggage compartment;
7) a baggage handling agent / a baggage loader unloads the baggage onto a conveyor belt.
Baggage of business-class passengers (‘priority’) and transfer baggage is delivered to the airport baggage compartment in the first place.
8) in all cases of improper air carriage of baggage, an agent prepares a commercial act regarding the improper air carriage of baggage (‘PIR’). In case of non-arrival / damaged baggage, a basis for preparing the PIR is a passenger’s application.

4. Service of transfer passengers

   16. When checking-in the transfer passengers and baggage, an agent uses special numbered baggage labels of airlines.
   17. Transfer baggage is loaded into a separate baggage compartment of an aircraft. If there is no free baggage compartment, the transfer baggage is loaded last.
   18. Transfer baggage is delivered to the airport baggage compartment in the first place.

5. Service of transit passengers

   19. A transit passenger leaves a transit airport in accordance with the date and flight specified on a ticket. In case of international flight, a transit passenger stays in a transit lounge of a transit airport.
   20. In case of impossibility to offer a transit passenger a flight desirable for him, the airlines offer the passenger a seat on another flight or another departure date. If the transit passenger refuses the flight or the departure date offered by the airlines, the airlines at request of the transit passenger refunds for unperformed carriage in accordance with the airlines’ fare rules.

6. Service of passengers filing a claim for improper air carriage of baggage

   21. A fact of improper air carriage of baggage which serves as the basis for filing a claim by a passenger is certified with a commercial act of the PIR. The act is prepared at an airport where a fault has been revealed or at an arrival airport.
   22. The basis for making a commercial act of the PIR includes:
1) mismatch of baggage name, weight or number of pieces of baggage specified on documents);
2) lack of baggage contents;
3) damage to baggage;
4) baggage without documents.
   23. A commercial act of the PIR is made and signed by the following persons:
1) representative of airlines – a person responsible for the registered baggage;
2) agent – a person certifying the fact set out in an act;
3) recipient of baggage (a person concerned).
An additional number of persons involved in drafting an act depends on the nature of improper air carriage of baggage. A representative of airlines after making a commercial act of the PIR sends a message with the data specified in the act to a claim agent to airlines’ base airport, conducts a search, and finds out a fact and a reason.
   24. All cases of improper air carriage of baggage shall be immediately reported to an airport shift manager or an agent and a representative of airlines.
   25. In case of non-arrival of baggage or shortage in number of pieces of baggage, an agent accepts a passenger's statement of claim, prepares an act of the PIR in three copies which indicates flight number, departure date, route, number of baggage labels, and baggage description.

7. Service of persons with reduced mobility

   26. The procedure for service of persons with reduced mobility is as follows:
1) check-in of a passenger having vision impairment and being accompanied by a guide dog is carried out in accordance with the provisions of airlines;
2) when carrying the persons with limited mobility, after the appropriate check-in procedures a representative of airlines / airport accompanies them to (from) an aircraft and transfers them together with the documents directly to the crew;
3) an agent assists in passing the border and customs control and other clearance procedures.
Service of people with reduced mobility is carried out by an agent in accordance with the provisions of airlines.
When carrying the persons using a wheelchair, a representative of airlines / airport provides a special wheelchair for transportation in the cabin of an aircraft.
Embarkation of persons with reduced mobility onto an aircraft is carried out by an airport representative in the first place before the announcement of boarding for the main part of passengers, and disembarkation from an aircraft is carried out last.
Service of persons with reduced mobility using the services of air transport shall be carried out in accordance with the international standards which provisions are listed in Annex 2 to these Rules.

Annex 1
to the Rules for passenger service in airports in the Republic of Kazakhstan

Provisions of international standards for passenger service in an airport

No.

Quality criterion of passenger service in an airport

Factors

Recommended parameters for assessing the quality of service

1

2

3

4

1.

Surface transport

Taxi

Availability of taxi services in an airport. Availability of airport requirements for quality of work and monitoring of their implementation

2.

Parking

Availability of  access to an airport terminal

 

Implementation of measures by an airport to regulate parking time and movement of vehicles on the airport landside area

 

Availability of time enough for free parking to pick up / drop off passengers

Time allowance for free parking of vehicles sufficient to  pick up / drop off passengers and leave the airport landside area

 

Speed and ease of access to an airport terminal from the parking areas

Availability f airport standard and control for parking. Access to an airport terminal from a vehicle parking space is less than 5 minutes, and availability of airport requirements and  monitoring of their implementation

 

Availability of sufficient number of parking spaces at an airport

Not less than 500 parking spaces per airport passenger traffic of 1 million passengers a year

 

Availability of parking

Clients of an airport have a choice of cost of parking services

3.

Easy orientation for passengers in an airport

Ease of reading the signs and icons, their information content

Compliance of signs and icons in an airport with the recommendations of ICAO (International Civil Aviation Organization) Document 9636, availability of airport standard for icons and information signs to orient passengers in the airport and monitoring of its implementation

4

Displays with flight information

 

Efficiency and fullness of flight information updating  

Compliance of information with the recommendations of ICAO (International Civil Aviation Organization) Document 9249, availability of airport standard for display with flight information and monitoring of its implementation

5.

Simplicity and ease of flight connections

Minimum time of flight connections for transfer passengers

Availability of standard for minimum time of flight connections to service transfer passengers and monitoring of its implementation

6.

Baggage trolleys

Availability of baggage trolleys


Availability of airport standard for provision with baggage trolleys and monitoring of its implementation 

In an airport

Not less than 159 baggage trolleys per airport passenger traffic of 1 million passengers a year

 

On an airport landside area

Not less than 26 baggage trolleys per airport passenger traffic of 1 million passengers a year

7.

Assistance to passengers, and communication culture of airport personnel

 

Dress and appearance of personnel

Availability of airport standard requirements for dress and appearance of the airport staff and agents and monitoring of their implementation 

 

Communication culture and behavior of personnel

Availability of airport standard requirements for communication culture and phraseology, training programs for personnel and agents,  monitoring of their implementation 

8.

Catering companies

Availability of sufficient number of catering companies and their availability for passengers

 

Availability of airport requirements for catering service providers, safety, and quality of services

Location

Location of catering companies in all airport restricted areas provided that there is no interference to movement of passengers in an airport

 

Provision of catering for passengers in failure situations

Enabling carriers to arrange catering for passengers of any flight in failure situations at the peak of regular schedule within 1 hour

9.

Wireless communication and information service

 

Access for passengers to wireless communications and Internet in all restricted areas of service

Provision of technical capabilities to passengers, access to wireless communications and Internet in airport restricted areas. Availability of company standard related to this issue and control

10.

Restrooms

Provision of free access for passengers to restrooms in all restricted areas of an airport, sufficient number of toilets in the areas, toilets for the disabled persons

 

Availability of restrooms in arrival areas before passing the inspection and control procedures
Availability of
restrooms in areas of enhanced comfort  
Availability of
restrooms in a baggage claim area
Availability of
restrooms in a passenger service area and a meeting area
Availability of
restrooms in a passport control area upon arrival
Availability of
restrooms in areas for persons with reduced mobility

11.

Cleanness  of restrooms

Confidence of passengers in cleanliness of restrooms 

Availability of standard and control for of keeping the restrooms clean.
Availability of a
timetable for cleaning the restrooms

12.

Equipment of waiting areas

Availability of sufficient space and number of seats in areas

Availability of airport standard for provision with spaces and seats in waiting areas in accordance with the maximum capacity of an airport and an area

 

Meeting and accompanying persons do not interfere with movement of passengers

 

At least 20% of seats for peak traffic of passengers and accompanying people in a waiting area if there is no an assembly point,  and at least 60% passengers in an assembly point should be able to sit

 

Availability of smoking areas

Effectiveness of equipment in smoking areas of waiting areas taking into account maximum passenger traffic

13.

Border control upon departure and arrival

 

Simplicity and duration of procedures to be passed by passengers  

Before passing the control, availability of information available to passengers on requirements for passing the procedures.
Availability of duration for passenger service at passport control agreed with the border service and monitoring of implementation.

Passage of procedures for passengers is within 20 minutes upon arrival and 30 minutes upon departure taking into account queues when flights are operated as scheduled

 

Courtesy and friendliness of border control personnel

Availability and coordination of a daily schedule of border control personnel with an airport depending on the passenger traffic flow and the possibility of increasing the capacity of an area.
Availability
of  requirements of border service for dress and appearance of the personnel and monitoring of implementation

14.

Assistance of security service personnel

Airport corporate standard for communication culture of security service personnel

Availability of airport standard for personnel training system and monitoring of its implementation by security service personnel

15.

Ease of security procedures

Availability of clear requirements for passage of inspection procedures and conditions for their implementation  

Possibility of a passenger to read the requirements, and availability of information to pass the inspection.
Availability of airport standard for creating the comfortable conditions for passengers to pass the inspection procedures and monitoring of its implementation

16.

Time for passing the inspection procedures

Availability of airport standard for maximum time for passing the inspection procedures

Availability of standard for maximum time for passing the inspection procedures and monitoring of its implementation. The time for passing the procedures by a passenger should not exceed 7 minutes taking into account a queue

17.

Cleanness of airport terminal

Experience and satisfaction of passengers with terminal cleanness

 

Availability of standard for keeping the terminal clean.

Availability of monitoring of implementation of the standard for keepnig the terminal clean.

Availability and operation of supervision system for sanitary and epidemiological safety of passengers in an airport

18.

Atmosphere

Comfortable temperature and lighting conditions in airport buildings for passenger service

Availability of airport standard for air temperature and lighting in an airport terminal, monitoring and control of air temperature and lighting in an airport

19.

Information service for passengers

Information display 

Availability of airport standard for information display

Organization of information service

Availability of airport standard for organization of information service for passengers and monitoring of its implementation

20

Duration ​​of baggage claim

 

The time required to receive baggage upon arrival of a flight as scheduled

 

 

Availability of airport standard and control of time for delivery of baggage to passengers. The time for baggage claim upon arrival of a flight as scheduled should not exceed 15 minutes

21.

Passage of customs control

Ease and duration for passing the customs control upon arrival of a flight as scheduled

 

Before passing the control, availability of information available to passengers on requirements for passing the procedures.

Availability of customs service standard for duration required for passing the customs control by passengers upon arrival of a flight as scheduled and monitoring of its implementation.

Availability of customs service standard for culture of service and
time required for passing the customs control by passengers upon arrival of a flight as scheduled, and monitoring of its implementation.

Availability and coordination of a daily schedule of customs control personnel with an airport depending on the passenger traffic flow and the possibility of increasing the capacity of an area.

 

Courtesy and friendliness of customs personnel

Availability of requirements for culture of behavior and dress and appearance of the personnel.

22.

Queuing time 

The time required for passenger service upon arrival of a flight as scheduled for each class of passenger service

 

 

Availability of standard technological schedule for passenger service in an airport, control system for its implementation. Duration of passenger service in an airport upon arrival should not exceed 45 minutes. This time standard is available for passengers

 

The time required for passenger service upon departure for each class of passenger service

 

 

Availability of standard technological schedule for passenger service in an airport, control system for its implementation. Duration of passenger service in an airport upon departure should not exceed 60 minutes. This time standard is available for passengers

 

Maximum time of staying of a passenger in a queue in an airport when a flight is operated as scheduled

 

Maximum time of staying of a passenger in one queue in an airport should not exceed 12 minutes for economy class passengers and 3 minutes for business class passengers upon check-in, 7 minutes at passport and visa control upon arrival, 5 minutes at passport control upon departure, 15 minutes at baggage claim; 3 minutes when passing inspection control by security service, and 3 minutes for customs clearance.

Note: Implementation of the above standards in an airport is regulated with airport traffic capacity, slots, personnel work schedules, technology and technological schedules of services and personnel

23.

Effectiveness of security check service personnel

Provision of practical assistance to passengers by security check service personnel and personnel’s compliance with standard (technological schedule) time for passenger inspection

Availability of flow charts and technological schedules of work of security check service personnel, and control system for their implementation.
Availability of standards for traffic flow for inspection points, and standards for time of inspection procedures carried out by security check service personnel
, and control system for their implementation

24.

Politeness of security check service personnel

Implementation of airport standard requirements for corporate culture of security check service personnel

Availability of airport standard requirements for dress and appearance and culture of communication for security check service personnel.
Availability of training and certification system for airport security check service personnel
on  implementation of airport corporate requirements for dress and appearance and culture of communication with passengers

25.

Enhanced comfort lounges

Provision of passenger and air carrier with an access to lounges of enhanced comfort

 

Availability of enhanced comfort lounges and airport standard defining the services, passenger service and air carrier service in lounges of enhanced comfort: for passengers of high service class; and for parliamentary lounges.

Availability of airport requirements for monitoring the quality of passenger service in lounges of enhanced comfort.
Availability of quality control of passenger service in lounges of enhanced comfort on the part of airport.

Assessment of quality of passenger service on the part of air passenger carriers and passengers.

 

Annex 2
to the Rules for passenger service in airports in the Republic of Kazakhstan

Provisions of international standards for service of persons with reduced mobility (PRM)
on air transport

No.

Recommended criteria for control of availability and quality of service of persons with reduced mobility 

Recommended factors

Recommended parameters for assessing the quality of service

1

2

3

4

1

Personnel of airlines and airports, and personnel of passenger service agents  

Training programs for service of PRMs

Airlines and airports shall have programs for training their own personnel and personnel of agents complying with their accepted rules and standards of service of PRMs. The programs should consider the level of direct interaction between categories of staff with PRMs. Harmonization of programs with experts from organizations of disabled persons

2

Preparation of PRMs to passenger air transportation

 

Information on service of PRMs in an airport

Availability of information on the official web page and at airport information service regarding service of PRMs in an airport and recommendations to prepare them for a flight

Airport information on PRMs on a flight

 

48 hours before operation of a flight according to schedule, availability of information from the airlines and their agent on the need to assist PRMs in an airport and on a flight

3

Creation of conditions in an airport for service of PRMs

Availability of quality standard for service of PRM in an airport and its implementation

 

Availability of quality standard for service of PRMs in an airport, requirements for parking, parking lots, stops, meeting points on airport landside, traffic plan for PRMs on airport landside and in an airport terminal, domestic services and support services; duration and ease of passenger service; information services, personnel training.
Access to the standard for free familiarization for all interested persons and ability to obtain necessary consultations by phone or electronic means. Involvement of experts from organizations of  
disabled persons in development of airport standard for service of PRMs and monitoring of implementation

4

Arrival in an airport

Private car

Availability of special markings for stop of vehicles with PRMs near entrance to the airport terminal taking into account dropping off and picking up the PRMs, and visible sign of PRMs parking.
Furnishment of stops for PRMs with special panel to call for help located at the level of 700-1200 mm above the ground

Taxi

Availability of special markings for stop of taxi with PRMs near entrance to the airport terminal taking into account dropping off and picking up the PRMs, and visible sign of PRMs parking. Furnishment of stops for PRMs with special panel to call for help located at the level of 700-1200 mm above the ground. Availability of information on the airport web page regarding the taxi services for transportation of PRMs 

Movement from a parking area into the airport terminal

 

Availability and accessibility of assistance services to PRMs when moving from parking areas and stop areas for public and private transport to the airport terminal

Determination of a special area for meeting the PRMs in an airport terminal

Availability of relief tactile markings  (tracks) for traffic route, sound informant at the entrance to the airport terminal for persons with visual impairment, as well as sign (lightbox) indicating the meeting point for PRMs in an airport upon arrival and departure installed at the level of 2 meters 60 cm above the floor

5

Movement in an airport and boarding an aircraft 

Provision of assistance

Availability and accessibility of assistance services to PRMs when moving across the airport area and boarding an aircraft from airport staff, air passenger carrier, and their agents. Availability at an airport of special vehicles and mechanisms for transportation, lifting / lowering PRMs on board an aircraft and back

Movement  

Availability and accessibility, including for persons having hearing and vision impairment, of relief tracks on the floor, relief maps and layout of building, running line and illuminated information display  indicating the scheme of movement of PRMs on the airport landside and in the airport terminal. Permanent control by administration and airport persons responsible for no barriers to movement of PRMs

6

Passage of passenger service procedures in an airport

 

Provision of assistance

Availability and accessibility of special medical care for PRMs from airline staff, airport personnel, services of state control, and their agents when passing the formal passenger service procedures upon arrival and departure in an airport

Availability

Availability of necessary technical and organizational conditions for PRMs passing the formal passenger service procedures in an airport

Technology

Availability of technology and technological schedules for passenger service of PRMs agreed with all airport services and bodies of state control taking into account specificity of an airport and availability of transportation for PRMs

Provision of seat for boarding

Pre-booking of flight seats specially designed for PRMs when receiving the preliminary information on the flight booking. An agent distributes specially designed seats for PRMs last 

Personnel training

Level of personnel training for the safe service, correct terminology and ethics, basic skills of communication with persons with sensory disabilities directly involved in the PRMs service in an airport, for the method of communication, provision of first aid, service technology, provision of assistance during check-in, inspection, and control procedures

Duration

Guaranteed minimum time for passing by PRMs the passenger service procedures in an airport upon arrival and departure, on domestic and international  flights for transfer and transit passengers must be published in an accessible form on the official web page of the airport and brought to notice of airlines and their agents

Waiting for assistance in an airport

Upon departure

In case of advance booking for PRMs service upon arrival in an airport from 5 to 10 minutes.
In case of no advance booking for PRMs service upon arrival in an airport from 5 to 20 minutes.

Upon arrival in an airport
In case of advance booking for PRMs service upon arrival in an airport from 5 to 10 minutes.
In case of no advance booking for PRMs service upon arrival in an airport from 5 to 15 minutes.

7

General purpose zones, and areas in an airport terminal

Availability

Absence of barriers to movement, ease of use and location for PRMs taking into account individual characters of persons with different disabilities, including vision, hearing, speech impairment, intellectual disabilities and mental illness

Restrooms

Availability of toilet cubicles specially equipped for PRMs in all PRMs service and waiting areas in an airport. Provision of assistance to PRMs when going to the toilet. Availability of Braille icons and signs indicating the location of the toilet cubicles for PRMs  

8

Control of implementation of requirements for providing PRMs with quality service in airports

Availability of internal and external quality audit system for PRMs service in an airport 

Availability and operation of quality management system for PRMs service in an airport. Involvement of experts from organizations of disabled persons in independent audit of quality of PRMs service. Availability of work plan for improvement of quality of PRMs service

 

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