The explanation letter from Thai Smile Airline regarding servicing PWD

Since I’ve published about the airline denied the wheelchair passenger

I got this letter from our great team to confirm that what I heard is true.

I’d like to post to have all your suggestions – what do you think?

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Subject: The passengers do not have the convenience of using a wheelchair type WCHC (Wheelchair in Cabin)

To: Director of the National Office for Empowerment of Persons with Disabilities (NEP)

Refer to : Letter from NEP no. NEP 0605/6639 Date: 27 November 2014 Subject: Request investigation the facts concerning the termination of service WCHC

According to Thai Smile Airways Company Limited had received letter no. NEP 0605/6639 Date: 27 November 2014 Subject: Request investigation the facts concerning the termination of service WCHC

Company would like to clarify that the company is pleased to provide a wheelchair service for disability passengers on all flights of the company with free of charge. However, in some flight may be able to service a certain type of wheelchair. Passengers who wish to use a wheelchair service can contact for more information and notice the staff for your intention to travel at least 72 hours at Smile Contact Center Tel. 02-118-8888 (24 hour services). The company had emphasized the staffs to make clear clarification with passenger regarding wheelchair service for each type when requested. To ensure correct information given and the passenger received comfort at the airport.

The company is very regret and apologies to receive complaints from NEP regarding, disability passengers do not receive comfort from our WCHC (Wheelchair in Cabin) service.

The Company recognizes passenger safety as our first priority, as well as to facilitate the passenger to the comfort. Moreover, although we have “Cabin Wheelchair” service in all airports but some airports not yet provide “Passenger High lift Truck” for passenger who cannot get on board in normal manner. And in some airport has restrictions on the aircraft by the need to comply with regulations of the airport itself, which lead to the aircraft cannot land alongside the terminal building on every landing. In this case the aircraft parking spot will be far from the terminal building where the passenger needs to use stairs for entering or leaving the aircraft then walk or take a bus to the terminal building. In this case using human manual lifting method leaving the aircraft without standard equipments are risk to the safety of the passengers.

In case passenger requires WCHC service (Wheelchair in Cabin) by contacting the company with information and request for our consideration to service. The company will contact passenger for seat confirmation and additional procedures to consider. The staff will coordinate and inform the specifications required for passenger who wish to use a wheelchair such as limitations of the aid at the departure or arrival airport. If confirmed their intention to use a wheelchair after received such information. The company is willing to serve according to advance notice under time and channel specified above.

The Company recognizes the importance of access of the disabled. And established procedures for many of the tasks associated with flight operations concerning ease and safety of the disabled. Such as procedures to provide safety information for disabled, procedures to help the disabled on the emergency scene and equipments to facilitate the disabled such as handrails and emergency call buttons in all bathrooms on all Airbus A320 of Thai Smiles Airways.

We appreciated your advice and extremely pleased to support, develop and improve the services provided to persons with disabilities. And ready to create equality of access to air transport services together with comfort with the safety of everyone in society.