1.1 “残疾人”是指在心理、生理、人体结构上，某种组织、功能丧失或者不正常， 全部或者部分丧失以正常方式从事某种活动能力的人。残疾人包括肢体、精神、智力或感官有长期损伤的人，这些损伤与各种障碍相互作用，可能阻碍残疾人在与他人平等的基础上充分和切实地参加社会活动，具体表现为视力残疾、听力残疾、言语残疾、肢体残疾、智力残疾、精神残疾、多重残疾和其他残疾的人。
1.2 “具备乘机条件的残疾人” 是指购买或持有有效客票，为乘坐客票所列航班到达机场，利用承运人、机场和机场地面服务代理人提供的设施和服务，符合适用于所有旅客的、合理的、无歧视运输合同要求的残疾人。
1.4 “残疾人团体”是指统一组织的人数在10 人以上（含10人），航程、乘机日期和航班相同的具备乘机条件的残疾人。
a) CRJ-900NG，不得超过2名（含2名） ；
b) 超过上述a)规定时，应按 1:1 的比例增加陪伴人员，但残疾人数最多不得超过上述规定的一倍；
2.3 拒绝为具备乘机条件的残疾人提供航空运输时，售票或值机部门应向其说明拒绝的相关依据，并做好拒绝运输后的保障服务。具备乘机条件的残疾人要求提供书面解释的，售票或值机部门应在拒绝运输后10 日内向其提供“关于拒绝运输的说明”（参见附件2）。
2.4 上述2.2 b)款所述的“陪伴人员”应在定座时声明陪伴关系，单独出票，并与具备乘机条件的残疾人同机旅行，且有能力在旅行过程中照料残疾人，并在紧急情况下协助其撤离。 2.5 目前华夏航空未提供残疾人的联程运输服务。
3.3 具备乘机条件的残疾人需要华夏航空提供下列设备设施或服务时，应在定座时提出，最迟不能晚于航班离站时间前48 小时：
4.1.1 免费提供登机、离机所需要的移动辅助设备，包括但不限于航站楼内以及在机场及登机、离机时使用的轮椅、机上专用窄型轮椅。当不能使用廊桥或升降装置时， 应以残疾人同意的可行方式提供登离机协助。
4.1.6 航班不正常时，除按相关规定做好服务工作外， 还应对残疾人在以下方面予以特殊协助：
5.4 对托运的助残设备应拴挂行李牌， 并将其中的识别联交给残疾人。为防止丢失和损坏，华夏航空地面服务保障部门或地面服务代理人应将助残设备及其拆卸下的部件进行适当包装。
5.5 除另有规定外，华夏航空地面服务保障部门或地面服务代理人应在靠近客舱门的地方接受托运和交回助残设备， 以便残疾人能尽可能使用自己的助残设备。
根据中国民用航空局颁布的《残疾人航空运输管理办法》，航空公司应对每个航班上载运的“无人陪伴，但在紧急撤离时需要他人协助”的残疾人人数进行限制。您欲乘坐的年 月 日的G5 航班座位数为个，可以承运的“无人陪伴，但在紧急撤离时需要他人协助”的残疾人人数为 个，按1:1比例增加陪伴后，可以承运的人数为 个。截至您购票或值机时“无人陪伴，但在紧急撤离时需要他人协助”的残疾人总数已达上限，故无法承运。
Guarantee procedures of China Express for transporting the disabled
To standardize air transportation of the disabled and guarantee convenient boarding of the disabled, the chapter is stipulated according to the spirit of MHF  No. 105 Notice about Issuing Regulations on Air Transportation of the Disabled.
1.1 The disabled refer to those with loss or abnormality in certain tissue and function in mentality, physiology or body structure and full or partial loss of ability to execute certain activity in normal method. The disabled include those with long-term damages in limbs, mind, intelligence or sense. These damages interact with various obstacles, which may hinder the disabled in participating in social activities fully and practically on the basis equal to others. The disabled specifically refer to those with disability in vision, hearing, speech, limb, intelligence, mind or multiple disabilities and other disability.
1.2 The eligible disabled refer to the disabled buying or holding valid ticket, arriving at the airport to take the flight listed in the ticket, using facilities and services provided by the carrier, airport or airport ground service agent and conforming to reasonable carriage contract requirements applicable to all passengers without discrimination.
1.3 Medical certificate refers to the written certificate issued by hospital above county level (included) or grade two (included) to explain that the disabled can finish the travel successfully without additional medical assistance during the air travel.
1.4 The disabled group refers to the eligible disabled of more than 10 (included) with the same journey, departure date and flight in unified arrangement.
1.5 Service dog refers to special dogs providing assistance for life and work of the disabled, including assistance dog, listening ear dog and guide dog.
2. Transportation limit for the disabled
2.1 Unless otherwise specified, China Express shall not refuse to carry the eligible disabled because of potential offence, disturbance or inconvenience caused by appearance or involuntary behaviors of the disabled for the screw or other passengers.
2.2 For the disabled without companion during the transportation and with the need of assistance from others in emergency evacuation, including those using wheelchair, those with severe disability in lower limbs and without artificial limbs, the blind, the disabled with service dog, the disabled failing in understanding instructions of the screw due to serious damage in intelligence or mind, the number of them in a journey is limited as follows.
a) CRJ-900NG, not exceeding 2 (included)
b) In case of the disabled exceeding provision a), the companion shall be added in the ratio of 1:1. But the maximum of the disabled shall not exceed twice of the above provision.
c) In case of the disabled group, in the premise that the companion is added in the ratio of 1:1 and operation guarantee departments of the airline take corresponding measures to ensure safety, the number of the disabled may be increased where appropriate.
Except the provision, China Express shall not refuse to carry the eligible disabled due to the number limit for the disabled.
2.3 In case that air transportation is refused to be provided for the eligible disabled, the ticket department or check-in department shall explain relevant basis and ensure guarantee service after refusal. If the eligible disabled ask for written explanation, the ticket department or check-in department shall provide Explanation for Refusal of Transportation (see appendix 2) for them within 10 days after the refusal.
2.4 The companion mentioned in provision 2.2 b shall declare the companion relationship in seat arrangement for independent ticket and travel with the eligible disabled on the same plane. In addition, the companion shall take care of the disabled and help the disabled in emergency evacuation. 2.5 Connecting flight is not provided for the disabled by China Express.
3. Seat reservation and ticket purchase
3.1 Ticket departments (including directing selling institute and sales agent) of China Express shall set corresponding programs in the ticket office, ticket network or telephone booking system for the disabled to explain their conditions so that the screw of the airline may provide corresponding assistance in emergency situations during the travel.
3.2 The disabled mentioned in provision 2.2 must buy ticket in direct selling institute or sales agent with special authorization of China Express and inform the ticket department of information such as the disability, required service and assistance with Application of Special Passenger for Air Transportation completed. The ticket department shall apply for special service in seat arrangement and the ticket can be sold only with approval of China Express.
3.3 With requirements for the following facilities or services provided by China Express, the disabled shall propose them in seat arrangement. It shall not be later than 48 hours before departure time of the flight.
a) Consigned electric wheelchair
b) Special narrow wheelchair on the plane
c) Service for the eligible disabled group
d) Entry of service dog into the passenger cabin
After the requirements are proposed by the eligible disabled, ticket departments of China Express shall record the requirements in seat arrangement system or other methods and convey them to related personnel in time.
Ticket departments of China Express shall answer the eligible disabled within 24 hours whether the requirements of a)-d) can be provided.
3.4 If the eligible disabled ask for utilization of medical oxygen during the journey at the moment of seat arrangement, China Express shall regard them as ailing passengers for guarantee according to provision 5 in Air Transportation Guarantee for Special Passengers of the manual.
3.5 If the eligible disabled have proposed requirements as required but the disabled are forced to take the flight of other carrier since the flight is cancelled or the equipment required by the disabled cannot be provided, the carrier shall provide the services required by the disabled for China Express and China Express shall provide assistance.
3.6 If the eligible disabled ask for information of related facilities and services in air transportation, the ticket department shall provide related information in time.
3.7 If China Express, with reasonable ground, thinks that the eligible disabled cannot complete the air transportation safely without additional medical assistance during the journey, the eligible disabled shall provide the medical certificate required in provision 1.3 within 10 days before departure time of the flight to prove that he/she can complete the air transportation safely without additional medical assistance during the journey.
4. Boarding (the eligible disabled are referred to as the disabled in the clause)
4.1 Ground service assurance department or ground service agent of China Express shall provide the disabled with service not below the boarding service for normal passengers. In addition, assistance shall be provided for the disabled in boarding according to conditions of the disabled and the following services shall be provided.
4.1.1 Mobile auxiliary equipment for boarding and deplaning shall be provided free of charge, including but not limited to wheelchair used in terminal, airport, boarding and deplaning and special narrow wheelchair on the plane. If the gallery bridge or lifting device cannot be used, deplaning assistance shall be provided in feasible methods agreed by the disabled.
4.1.2 If wheelchair of the disables is consigned, the disabled can used the wheelchair at the airport. The disabled can use their own wheelchair (excluding electric wheelchair) to the door of passenger cabin if they want.
4.1.3 If the disabled cannot move independently on ground wheelchair, boarding wheelchair or other equipment, they shall not be unattended for more than 30 minutes.
4.1.4 If the disabled require assistance in boarding and deplaning, they shall finish boarding procedures at the airport 2 hours before end of the boarding. If the disabled do not give notice or finish boarding procedures at the airport in advance, service or assistance shall be provided in the condition that the flight is not delayed.
4.1.5 Unless otherwise specified, the disabled shall not be prohibited for any seat or required to take specific seat.
4.1.6 In case of abnormal flight, special assistance shall be provided for the disabled in the following aspects except services in related regulations.
a) Provide related information actively in time, including refunding, transfer and arrangement of subsequent flights.
b) Assign rest area. Conditions such as accessibility facilities shall be considered in arrangement of accommodation.
c) Inquire related requirements actively and provide assistance.
4.1.7 Necessary assistance and service such as baggage claim and guiding for the disabled mentioned in provision 2.2 at the destination.
4.1.8 The following requirements proposed by the disabled for seat shall be arranged as far as possible.
a) If the disabled cannot enter the aisle seat with fixed armrest after entering the passenger cabin by special wheelchair, an aisle seat with moving armrest or convenient access shall be provided for them.
b) Except reasons for safety, the seat next to the disabled shall be provided for the companion.
c) If the disabled travel with the service dog, the seat of the first row or other appropriate seat in corresponding cabin shall be provided for them.
d) For the disabled with restricted leg activity, the seat of the first row or aisle seat with large activity space in corresponding cabin shall be provided for them.
4.1.9 In general, the disabled and the companion shall be arranged for boarding in advance and not in the peak hour.
4.1.10 If some passengers are required to be discharged due to some reasons, the disabled and the companion shall be guaranteed with priority.
4.2 The disabled and the service dog shall take security check like other passengers. Ground service assurance personnel shall tell the disabled to empty their drainage bag before security check.
5. Storage of the assistive equipment (the eligible disabled are referred to as the disabled in the clause)
5.1 The assistive equipment mentioned in appendix 1 and brought into the passenger cabin by the disabled shall not be restricted as carry-on articles. If there are storage facilities and space in the passenger cabin, the equipment shall be arranged in order. If there are no storage facilities or space in the passenger cabin, the assistive equipment shall be consigned free of charge. The storage and consignment of the assistive equipment shall conform to related regulation of Civil Aviation Administration of China on security and air transportation of dangerous goods.
5.2 The disabled can consign one piece of the assistive equipment excluded in appendix 1 free of charge.
5.3 Electric wheelchair shall be consigned. The disabled shall consign the electric wheelchair 2 hours before end of the boarding procedures and related regulations on transportation of dangerous goods shall be followed.
5.4 Baggage tag shall be fastened on the consigned assistive equipment and the identification tag shall be provided for the disabled. To avoid loss or damage, ground service assurance department or ground service agent of China Express shall pack the assistive equipment and disassembled parts properly.
5.5 Unless otherwise specified, ground service assurance department or ground service agent of China Express shall receive consignment and return the assistive equipment near the door of the passenger cabin so that the disabled can use their own assistive equipment as far as possible.
5.6 Cargo division or ground service agent of China Express shall ensure that the consigned assistive equipment is taken out of the cargo cabin first and sent to the door of the passenger cabin as soon as possible.
5.7 The requirement of the disabled to take their assistive equipment in the baggage area shall be satisfied.
5.8 The assistive equipment shall be transported prior to other cargo and baggage. And the assistive equipment shall be ensured to arrive at the destination on the same plane.
5.9 The disabled shall not be required to sign exemption documents to waive their claims for damaged or lost assistive equipment, except damaged assistive equipment at the time of consignment.
6. Service dog (the eligible disabled are referred to as the disabled in the clause)
6.1 China Express allows the service dog to accompany the disabled on the plane. But with specific requirements for the number, each flight can only carry one service dog.
6.2 The disabled shall provide identity certificate (service certificate) and quarantine certificate of the service dog to the ground service assurance department or ground service agent of China Express.
6.3 The service dog brought into the passenger cabin shall be equipped with a drag rope before boarding. It shall not occupy seat or run arbitrarily.
6.4 Normally, the service dog brought into the passenger cabin shall be equipped with a mouth mask. If the disabled want to remove the mouth mask of the service dog, they shall require the consent of related passengers within activity scope of the service dog on the plane.
6.5 The disabled shall be responsible for excretion of the service dog in the passenger cabin and not affect hygiene of the plane.
6.6 Except the aisle or area blocking emergency evacuation, the service dog shall accompany the disabled near their seat. If the seat of the disabled is not large enough for the service dog, a seat that is large enough for the service dog shall be provided for the disabled.
7. Information transfer
7.1 If passengers require the airline to provide medical oxygen and special narrow wheelchair on the airplane, the sale department of China Express shall record seat arrangement of them and fax or send scanning copy of Application of Special Passenger for Air Transportation to ground service assurance department 48h before departure, which shall inform related departments of the such information to ensure provision of the equipment required by passengers.
7.2 Except two special services listed in provision 7.1, the sale departments shall inform operation guarantee departments of the seat information in the next day at 16:00 every day so that they can inquire the information.
7.3 After departure of the flight, ground service assurance department or ground service agent shall inform the airport of destination of the number, condition, position of the assistive equipment and required special assistance or service of the disabled as soon as possible.
7.4 The operation standard department assigned by China Express shall be responsible for complaints of the disabled.
7.5 The sale department, ground service assurance department and operation base shall assign persons specially for counting the number and condition of the disabled on the plane. The Air Transportation Tabled of the Eligible Disabled of the last year shall be prepared and submitted to the operation standard department before each January 10. The transportation condition shall be submitted to the competent department of civil aviation by operation standard department.
8. Effective date
The document shall be put into force from March 1, 2015.
9.1 The assistive equipment that can be brought into the passenger cabin
9.2 Explanation for Refusal of Transportation (template)
Appendix 1. The assistive equipment that can be brought into the passenger cabin
|Extremity disability||Walking aid||Walking stick|
|The deaf||Hearing aid||Electrical cochlea|
|The blind||White cane||Multifunction|
Appendix 2. Explanation for Refusal of Transportation
According to Regulations on Air Transportation of the Disabled issued by Civil Aviation Administration of China, the airline limits the number of the disabled without companion and with the need of assistance in emergency evacuation on each flight. There are seats on your planned flight G5 on year month day with capacity of for the disabled without companion and with the need of assistance in emergency evacuation. With companion added in the ratio of 1:1, the number of the disabled for transportation is . The number of the disabled without companion and with the need of assistance in emergency evacuation has reached the limit up to your ticket purchase or check-in, so we cannot take you on the plane.
We are very sorry for the inconvenience caused.
(Note: the disabled without companion and with the need of assistance in emergency evacuation include those using wheelchair, those with severe disability in lower limbs and without artificial limbs, the blind, the disabled with service dog and the disabled failing in understanding instructions of the screw due to serious damage in intelligence or mind)
China Express Airlines Company Limited