When a passenger with a disability requests assistance, which practice is recommended?

• A. Refer to medical staff
• B. Provide tailored assistance, use accessibility equipment, coordinate with purser, maintain privacy and respect
• C. Offer only generic directions
• D. Assign a random crew member

Answer: (B)

Providing tailored assistance means recognizing that each passenger’s needs are unique and planning how to help accordingly—this includes what kind of support they require, how to communicate, and where to position or assist them for safety and comfort. Using accessibility equipment correctly ensures the available devices and aids—such as transfer aids, seating adjustments, or other assistive tools—are employed to support safe movement and easy access. Coordinating with the purser ties the passenger’s needs into the overall flight plan, so assistance, seating, and equipment use align with safety procedures and service schedules. Maintaining privacy and respect protects personal information and preserves dignity by offering discreet, consent-based help and avoiding unnecessary discussion about the disability. This approach best balances safety, comfort, and respectful treatment, rather than offering generic directions or relying on a single crew member or medical staff for routine assistance.