This plan has been prepared in consultation with the following organisations:
The Australian Human Rights Commission, Civil Aviation Safety Authority,
Department of Infrastructure and Transport,Deaf Australia Inc.Vision Australiaand Disability Services Australia.
Airports Department
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Table of Contents
Welcome and Objectives
1.Reservation and Pre-Flight Planning
2.Before You Fly
3.Kerbside Process
4.Security Screening
5.Airline Terminal Facility
6.Carriage of Wheelchairs, Other Mobility Aids & Medical Equipment
7.Assistance Animals
8.Access to, and Onboard Aircraft
9.Direct Assistance
10.Service Delivery
11.Communication Strategies
Welcome and Objectives
Cathay Pacific Airways is committed to providing a seamless travel experience, with an outstanding level of service to more than 80 destinations worldwide. The purpose of this disability access facilitation plan is to provide the relevant information for passengers travelling who require assistance. While Cathay Pacific will endeavour to assist with all disabled passenger needs, we strongly suggest you refer to our website or contact any one of our customer service contact points before purchasing a ticket to travel.
Cathay Pacific is aware of the expectations our passengers have and are committed to upholding the values associated with all cultures and communitieswe provide our services to. We stand by our commitment of “Making people happy they chose Cathay Pacific”. We strive to make your travel with Cathay Pacific Airways as safe and comfortable as possible. We recognise that there are times where you may need special assistance. We have various customer touch points available to assist with your enquiries and requests. They range from Reservations, ticket offices and airport services offices and one or more of these will be available at your point of departure.
For a list of these services and more please log on to
1.Reservation and Pre-Flight Planning
We strongly recommend passengers refer to for the most up to date information when making a reservation.
Cathay Pacific has various channels for making reservations. Our preferred method is via our website, however we also welcome bookings by phone. Our Customer Sales Office number is 131 747. Cathay Pacific does not charge fees for telephone sales
Cathay Pacific will assist in ensuring appropriate seating is made available to all passengers travelling with a disability. Where possible, we will offer a specific seat if requested by the customer.
If you are making your reservation via a travel agent, please ensure you notify them of any specific requirements you may have. Your travel agent can contact us via email at
Unfortunately Cathay Pacific only offers TTY for hearing impaired passengers in North America.
In addition to our services listed on our website, we also offer the following service:
Medical / Disability Assistance Service - Frequent Traveller’s Medical Card (FREMEC)
Corporate Medical Department is offering a frequent travellers' Medical card (FREMEC) to regular Cathay Pacific and [ Cathay Dragon]passengers who are permanently or chronically incapacitated.
This card, whenever presented by the holder within its validity, shall be accepted as medical clearance on CX/KA flights, subject to any limitation(s) stated thereon, and for identification of the holder's incapacitation.
Passengers can download a FREMEC card application form from our website or local reservation office. Once completed, please email to your local office as an attachment for medical office approval. Once approved passengers will receive the FREMEC card in the mail, usually within 4 working days.
FREMEC Application Forms are available at
2.Before You Fly
In order to provide you with the best possible service, we recommend you let us know as far in advance as possible about any special requirements. The more information we have regarding the assistance you may require, the better we can prepare to meet your needs during your trip.
Please note we require at least 72 hours advance notice to arrange for:
- Inflight Oxygen
And 48 hours advance notice if you wish to:
- Use any medical electronic device including POC, CPAP machine, Respirator or Ventilator inflight.*
- Travel in a stretcher.
- Travel with a group of ten or more people with disabilities.
- Travel with a service dog on a flight segment scheduled to take 8 hours or more.
There is no requirement to notify us if you are travelling with a mobility aid. One of our helpful staff will be able to assist you on the day of departure.
For further information, please refer to the relevant sections on our website for specific details and contact our local reservations on 131747 or Travel Agents and inform them of any special requirements you may have.
*Please note that Cathay Pacific does permit passenger carry their own medical device during their journey. We unfortunately cannot guarantee our onboard power supply can adequately facilitate the operation of such devices at it required level of capacity.
- Kerbside Process
Unfortunately due to OH&S regulations, Cathay Pacific is unable to facilitate any kerbside assistance. However we are able to provide assistance once in the Terminal building. This assistance is available both on arrival and departure.
- Security Screening
Cathay Pacific operates from various airports in Australia. Cathay Pacific is not responsible for security screening services. All security screening management is undertaken by various security outlets on behalf of the local Airport Authority. Security screening is a mandatory under Australian legislation. The Aviation Transport Security Act 2004 stipulates the requirement of 100% screening for all passengers.
For further information regarding your security facilitation process, please refer to your relevant Airport Authority, as all Airports offer a Disability Access Facilitation Plan on their websites.
Sydney Airport
Brisbane Airport
Melbourne Airport
Adelaide Airport
Perth Airport
Cairns Airport
5.Airline Terminal Facility
Cathay Pacific Airways customers are reminded that Cathay Pacific Airways operates from various Airports within Australia. While committed to providing exceptional service, we are not responsible for facilities from the Airports which our aircraft arrive and depart.
For further information regarding your facilitation process, please refer to your relevant Airport Authority, as all Airports offer a Disability Access Facilitation Plan on their websites.
Sydney Airport
Brisbane Airport
Melbourne Airport
Adelaide Airport
Perth Airport
Cairns Airport
Cathay Pacific do offer lounge facilities from all of our departure points. These range from Cathay Pacific operated lounges to third party lounges. All lounges have disability access facilities and passengers are advised to seek assistance if required.
6.Carriage of Wheelchairs, Other Mobility Aids & Medical Equipment
Wheelchairs
We would be more than happy to provide a wheelchair for you should you require this service. In order to ensure the service meets your needs our reservations or airport staff may ask you some questions to determine the level of assistance you require. To allow us to provide the best assistance possible, please provide us with as much information as possible at the time of your booking.
Cathay Pacific wheelchair service is provided, with an attendant, at no additional charge to you. The attendant will assist in transporting you within the airport area and to the gate or aircraft door (depending on the airport facilities). Should you need assistance inside the cabin in moving between your seat and the aircraft door or lavatory door, an in-flight wheelchair and aisle seats with movable armrests are available to provide the utmost comfort to you. Our cabin crew is also trained in transferring techniques using appropriate transfer equipment available onboard our aircraft, such as slide boards and slings and can assist if you are unable to transfer by yourself from the in-flight wheelchair to/from your seat.
We do offer priority boarding for our special needs passenger and suggest they be at the boarding gate 60 minutes prior to departure.
Unfortunately Cathay Pacific does not permit our passengers to carry their own oxygen supply. It can be supplied free of charge, however we do require 72 hours notice.
Please contact our local reservations on 131747 should you have any questions about our wheelchair service and our staff will be happy to assist you.
If you are travelling in a group of 10 or more people requiring wheelchairs, please contact our local reservations on 131747 at least 48 hours before scheduled departure.
Passengers travelling with their own wheelchair
Passengers with a disability may use their own manual or battery-powered wheelchair to the departure gate, and when airport facilities permit, to the aircraft door.
Wheelchair Storage Onboard
Cathay Pacific provides a priority designated space in the cabin to stow one wheelchair provided all of the following criteria are met:
- The wheelchair is a typical adult-sized collapsible or break-down manual passenger wheelchair and can be stowed without having to remove the wheels or otherwise disassembling it.
- Stowage priority is based on a first come, first serve basis for passengers who request to stow his/her wheelchair in the cabin. The wheelchair will be returned to you upon your flight’s arrival.
- The acceptable wheelchair size for stowage in the aircraft cabin varies by aircraft type and are as follows:
[ / Approximate Wheelchair Dimension that will fit in stowage space
A/C Type / 13W/36D/42H (in) / 14.5W/32D/36.5H (in) / 9W/26D/30H (in)
772Z (Boeing) / NO / NO / YES
773Z (Boeing) / NO / NO / YES
773G (Boeing) / YES / YES / YES
773H (Boeing) / YES / YES / YES
A33P (Airbus) / NO / YES / YES
A33E (Airbus) / NO / NO / YES
A33K (Airbus) / NO / NO / YES
A34J (Airbus) / NO / NO / YES
A35G (Airbus) / YES / YES / YES
]
Wheelchair Check-in
Non-collapsible manual or battery-powered wheelchairs are accepted as check-in baggage. These items can be handed in at the check-in counter or at the departure gate and can be returned to you at the aircraft door. We make every effort not to disassemble your wheelchair or scooter; however, when necessary, we will disassemble and reassemble the equipment for passengers. It is helpful if you provide us with written instructions to assist us with this process. For passengers with disabilities there is no charge for transporting wheelchairs.
Wheelchair Batteries
We accept all types of battery powered wheelchairs in the cargo compartment e.g. wheelchairs with dry cell battery, wet cell battery, gel cell battery or non-spillable electric storage batteries. Lithium-ion battery powered wheelchairs or other similar mobility aids may be carried as checked baggage only, provided that the battery must be of a type which meets the UN test requirements. Certain safety procedures must be followed in order to comply with international air transport safety regulations and we will advise you of these at the time of booking. Please contact our local reservations on 131747 for assistance.
Escort
In most cases, passengers with disabilities may travel on their own. However, it is a requirement that you travel with a safety assistant if you are unable to physically assist in your own evacuation from the aircraft in event of an emergency. Cathay Pacific does not offer a special fare for escorts. Standard charges apply.
Inflight our crew will be able to assist you with:
- moving to and from your seat
- preparing for eating
- Transfer to and from the door of the aircraft toilet using our in-flight wheelchair.
We are unable to provide passengers with any assistance for personal care needs in-flight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory, or other personal care needs. If you require assistance with any of these, we recommend that you travel with an appropriate personal care attendant or make alternative arrangements.
Walking Canes, Crutches and Walking Frames
Walking canes, frames, and crutches may be carried in the aircraft cabin, provided they are stowed in accordance with cabin safety requirements. If your walking frame is collapsible and cabin crew can stow it safely, it can also be carried in the aircraft cabin. For safety reasons, non-collapsible walking frames are not permitted in the aircraft cabin and will have to be checked–in. You can use your frame to the departure gate where it can be surrendered for priority stowage in the aircraft cargo hold.
All mobility aids will be made available for the passenger in a location of their choice. This can include, by the aircraft door, inside the arrivals concourse or at the baggage carousel.
7.Assistance Animals
Due to Hong Kong Agriculture, Fisheries and Conservation Department regulations, we currently only accept service animals meeting the definition of *Guide Dog or **Assistance Dog, who are accompanying a qualified individual with a disability, with all required documentation, for travel in our aircraft cabins. All other animals are treated as pets and therefore other arrangements must be made for their carriage. Depending on each passenger’s situation, there may be quarantine regulations imposed.
A Special Permit is required and should be obtained from The Agriculture, Fisheries and Conservation Department (AFCD) for the Disability Assistance Dog or Service Guide Dog prior to entering or transiting through Hong Kong.
To comply with AFCD regulations and before we can accept a service animal for transportation, we require passengers to provide the following to the AFCD and obtain a Special Permit for their animal:
- A recent letter written from the passenger's medical doctor or the dog's training school illustrating why he/she is required to travel with an assistance dog.
- A certification that confirms that the dog has been trained and that the training is accredited by "Assistance Dogs International" that includes the content of the training course, and the level/qualification attained.
- A completed animal health certificate (Form: VC-DC2) certifying that the dog has been living in the passenger’s home country for over 6 months and is fully vaccinated against rabies and infectious disease. The form should be issued within 14 days of departure and duly endorsed by the passenger’s home country.
- Copy of the animal’s vaccination certificate (i.e. vaccination against rabies and distemper) and residence certificate showing the dog has been living in the passenger’s home country for over 6 months.
[In light of these regulations, we currently only accept service animals for travel in our aircraft cabins if:
- they meet the AFCD definition of Disability Assistance Dog (DAD);
- thepassenger has obtained a Special Permit from AFCD for the Importation/ Transit/ Transhipment of the dog;
- the passenger has obtained prior written approval from AFCD for in-cabin transportation of the Disability Assistance Dog; and
- original copies of all documentation required by AFCD are presented at check-in and on arrival into Hong Kong (we also encourage passengers to provide advance copies of this documentation to our reservations department as far in advance as possible). ]
In order to facilitate transit to and/or through Hong Kong, the dog should also have been granted certification by the relevant country's Health Department to accompany its owner or partner at all times and in all places due to the dog’s high standard of training, behaviour, health and welfare.
Larger dogs shall be accommodated on the cabin floor at the owner’s feet and smaller lighter dogs may be carried on the owner’s lap. Your service dog needs to be properly harnessed and the leash of the dog must be secured to the owner’s seatbelt at all times during flight. Care and supervision of the dog is the sole responsibility of its owner and we require that the animal relieve itself in a way that does not create a health or sanitation issue in-flight.
We allow one service dog per passenger. In light of the AFCD’s stringent requirements, we ask that you contact our local reservations on 131747 as far in advance as possible so that we can assist you with the permitting process and make necessary arrangements for the transport of your animal.
Definitions
*Guide Dog
A "Guide dog" is one that is trained by an individual or organisation accepted by and affiliated to the
International Guide Dog Federation, to provide mobility assistance to a blind or partially sighted person.
** Assistance Dog
An "Assistance Dog" is one that is specifically trained to assist a person with disability and it is qualified by an organisation registered as a member of the Assistance Dog International or Assistance Dogs of Europe.
Please be reminded CathayPacific Airways customers are subject to various Quarantine and Customs regulations. We strongly suggest you check with the local authority of the destination to which you are travelling.
We do offer priority boarding for our special needs passenger and suggest they be at the boarding gate 60 minutes prior to departure.
8.Access to, and Onboard Aircraft
Cathay Pacific Airways welcome passengers who require their own disability aid. We will ensure the utmost care is taken when handling any given device.
Although recommended customers relinquish their disability aid upon check-in, in some situations the customer maybe permitted to relinquish it at the boarding gate prior to departure. This decision can be made in conjunction with a Cathay Pacific representative during the check-in process.
If you require assistance during your flight with us, we encourage you to let us know how we may best assist you at the time of your booking or during check in.
The assistance we can offer includes:
- Meet and assist service to escort you to and from the aircraft.
- Individual safety briefings.
- Subtitles on our in-flight safety videos.
- Priority boarding.
If you are travelling with your accredited service dog, please contact our local reservations office. More information is also available in the section on Assistance Animals.
We do not require advance notification if you wish to bring onboard hearing aids, special headsets, audio-receivers or other battery operated assistive listening devices*. These devices can be used during all phases of flight. If you plan to bring onboard a transmitting device, please advise us at least 48 hours in advance so we can ensure that it is compliant with our safety requirements.