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Disabled passenger lifting policy
What is the reason for the lifting policy?
We are committed to providing a safe and healthy work environment for our staff. In particular, we target all forms of manual lifting, which are major contributors to injuries.
Who does the policy apply to?
The policy applies only to customers who have a significant level of physical dependency and are unable to self-lift their upper body when transferring between two points, such as the aircraft aisle chair/wheelchair and the aircraft seat.
Who does the policy not apply to?
The policy does not include all wheelchair users. For example, the policy does not relate to passengers who are frail and use a wheelchair on occasions, or those who use wheelchairs for mobility but are able to independently transfer or require the assistance of one person only. The level of assistance you may provide is illustrated below.
What does the policy require of disabled customers?
Disabled customers are required to arrange for a support person to board the domestic aircraft at departure and (again) at the arrival airport, to perform the upper body lifting transfer from the seat to their wheelchair.
Customers requiring this support will also need to inform us at time of booking so an Air New Zealand staff member is available to escort the support person to and from the aircraft through security screening. The support person is not required to travel with the customer on domestic flights.
What if someone who needs a manual lift arrives at check-in without a support person, or with a support person who is unable/unwilling to perform the lift?
In these circumstances, airport staff are advised to rebook the customer free of charge on a later flight so they can arrange for a support person to lift them into the aircraft seat (with the appropriate assistance of Air New Zealand staff), plus someone at the destination airport.
Under certain unforeseen circumstances, such as a service disruption or flight diversion, staff may make a risk assessment and choose to perform the lift.
What assistance can Air New Zealand staff provide?
Air New Zealand staff will not manually lift the upper body of customers but they are able to offer assistance as required:
- Assist customers to move their legs or lift the customer's legs when they are transferring position.
- Hold the aisle chair while customers transfer position to/from their wheelchair or aircraft seat.
- Propel customers in aisle chairs to/from their wheelchair/aircraft seat.
- Propel customers in wheelchairs to and from the aircraft.
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