PT3 - CHAPTER 6 – SPECIAL PROCEDURES

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Ref. Number : 1-3-06-00

Issue Number : 01
Issue Date : 01/06/2007
Revision Date: 01/03/2013

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CHAPTER 6 - SPECIAL PROCEDURES

This chapter deals with unusual or out of the ordinary procedures

which may require some actions and measures necessary for safe
carriage and operations. It deals with aircraft refueling, , dispatch
of aircraft with slide/door inoperative to carriage of portable,
electronic devices, infants, handicapped passengers,
unaccompanied minor, Handling of injured Passenger , Carriage of
stretcher case passenger, Critical illness & Death on Board,
Passengers requiring oxygen,etc.

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REFUELING/ FUELING OF AIRCRAFT

Refueling with Passengers Onboard

Passengers may remain onboard the aircraft during fuelling or de-

fueling operations unless otherwise instructed by Airport
Authorities.

Flight Deck Crew Duties

1. Switch off “Fasten Seat Belt” signs and switch on “No

Smoking” signs. Ensure the emergency lighting switch is
selected to “Arm”.

2. Inform Flight Purser when refueling is carried out. Purser shall

make the necessary announcement to passengers onboard.

3. Ensure that the under-mentioned Cabin Crew duties are

carried out in co-ordination with the Flight Purser.

Rev: 06 – May 2015

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● CABIN CREW DUTIES

Refueling with Passengers on Board

The start of refueling must be co-ordinate with the Commander to
allow him to brief the entire crew concerning safety regulations and
procedures. After refueling is completed, the Commander must be
informed.

The minimum cabin crew complement must be available (one of

the cabin crew must be FP).

The following special safety precautions have to be strictly adhered

to:
1. A certified person (Engineer) must remain at a specified
location (Ramp area) during refueling process with passengers
on-board. He must handle emergency procedures concerning
fire protection and fire fighting. All necessary measures have to
be coordinated with Commander;
2. A two-way communication shall be established and shall remain
available by the aircraft inter-communication system or other
suitable means between cabin crew and the Commander,
among cabin crew and also between the ground crew
supervising the refueling and the Commander on-board the
aircraft e.g. interphone system [flight deck to ground engineer]
walkie talkie, Mobile, Face to Face communication etc.
3. “No Smoking” sign shall be switched on and “FASTEN SEAT
BELTS” sign OFF and passengers to remain seated and a PA
announcement made to inform passengers that refueling is in
progress.
4. Cabin lighting must be switched ON.
5. Flight Purser must be positioned at the main entry door
throughout the refueling operations.
6. One forward main door has to be kept open with aerobridge or
passenger steps in position. If it is not available or if the door is
kept closed, then the escape slide of this door must be ARM
and manned. The slide deployment area on the ground below
must be kept clear.
7. Passenger is prohibited from smoking, or operates portable
electronic devices or mobile communications equipment or
otherwise produce sources of ignition. Cabin crew will ensure
the toilets are vacant. Rev: 07 – May 2015

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8. Ready escape route from each designated evacuation exit

should be available, which should be clear and unrestricted at
all times. When cleaning staff are performing their duties, their
presence within the ready escape routes must be kept to a
minimum.
9. Fuelling must be performed from right side of the airplane.
10. In the cabin, a qualified cabin crew must be positioned near
boarding doors and be prepared for an immediate emergency
evacuation;
11. Ground servicing and other activities within the aircraft are to
be conducted so that available exits are not obstructed;
12. If passengers are embarking during refueling, they should be
under supervision of a responsible person and their route must
avoid the fuelling zone Congestion in front of the aircraft doors
must be avoided.

Evacuation Exits

Cabin exits are designated for rapid deplaning or emergency

evacuation, and routes to such exits are unobstructed.
A minimum of two exits to be available as evacuation exits, one of
which is the entry door used for passenger embarkation.

- Two exits may be aerobridges/stairs OR

- One aerobridges/stairs plus one ARMED and manned
escape slide.( The procedure for the second door will be
on commanders discretion).

Note:
The fuelling process must be interrupted immediately if it is
observed that any safety regulations are not adhered. The ramp
area must be free of obstacles on the ramp.
If, during fuelling, the presence of fuel vapor is detected in the
cabin, the Commander and / or station personnel shall be informed
immediately. The fuelling process and all other activities using
electrical equipment, (e.g. cleaning), shall stop immediately.

Rev: 06 – Dec 2013

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DISPATCH OF A/C WITH SLIDE/DOOR INOPERATIVE

Definition

Slide inoperative is related to the unserviceability of the gas bottle.

If the pressure is low or out of the minimum required pressure, the
slide is rendered inoperative.

● Aircraft Dispatch Requirement

The aircraft can be dispatched with one slide. This requirement is

applicable and related to ONE door only.

● Procedures and Precautions to be taken

1. The inoperative door must be clearly marked “DO NOT USE

THIS DOOR”.
2. Emergency exit signs associated with the inoperative exit must
be obscured.

3. Passengers must be advised not to use the affected door.

4. Crew shall NOT use the affected door for emergency purpose.

5. Seats near or adjacent to the inoperative door should not be

occupied during takeoff and landing

6. All other cabin doors should be fully operational.

7. The affected door is not to be used for passenger boarding.

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PORTABLE ELECTRONIC DEVICES

Electronic devices may cause Electro Magnetic Interferences (EMI)

with navigation or communication system of the aircraft on which
they are used.

To avoid any risk of interference, the operation of the following

devices is prohibited on board:

• Cellular telephones.
• Portable televisions.
• Portable videotape recording and playback devices.
• Radio receivers.
• Radio transmitters.
• Toys with remotely controlled units.
• Any electronic devices that have not been determined as not
causing interferences with aircraft systems.

Operation of following electronic devices is permitted:

• Electronic shavers.
• Electronic cigarettes.
• Electronic calculators/computers.
• Electronic games without remote control.
• Hearing aids.
• Heart pace makers.
• Portable personal listening devices (compact discs, cassette
players).
• Portable voice recorders.

All portable electronic devices i.e. laptops, CD players, must be

switched OFF and properly stowed for take-off and landing.
However they may be operated only during the cruise phase of the
flight when the fasten seat belt sign is switched OFF.

Rev: 06 – May 2015

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CARRIAGE OF MOTHERS WITH INFANTS

Passengers with infants/children, and expectant mothers, are not

permitted to occupy emergency exits for safety reasons. For
expectant mothers, ensure her seat belt is positioned low and
around her hips.

In the airline industry, an infant is a passenger who has not

reached the age of two (2) years, and is not required by law to
occupy a passenger seat.

Due to oxygen masks limitation, no two infants should be seated in

the same seat row,

An infant between 10 days and under 2 years of age is acceptable

with an accompanying adult. Infants less than 10 days of age may
be accepted, only as approved Medical case if travelling for
emergency medical treatment or, if the mother is travelling on
compassionate grounds.

● Carriage of Infant

1) It is mandatory to provide infant seatbelts to passengers

carrying infants. Attach infant seatbelt to that of adult
seatbelt through the loop.

2) Ensure that the infant is properly secured whenever the

'Fasten Seat belt' sign comes on during flight.

● Safety Instruction to Adult with Infant

Cabin Crew is to ensure that a personalized safety briefing is given

to adult passengers with infants on the following:

● Use of Infant Seatbelt

Cabin Crew is to provide the

use of infant seat belts to
passengers carrying infant

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● Use of Oxygen Mask

1. Brief adult passenger to put on his/her own oxygen mask first

before attending to their infant (or children) during
decompression.

2. Advise passenger that a spare oxygen mask from the same

Passenger Service Unit (PSU) is available for the infant.

3. Show and advice passenger to read the Safety Information

Card carried onboard.

CHILD RESTRAINT DEVICE (CRD)

An approved CRD (infant/child car seat) may be carried and used

by passengers, provided the infant/child is below the age of three,
but not less than 6 months old.

There is no limitation in accepting the number of CRD onboard the

aircraft, provided an adult accompanies the infant/child.

● Procedures

1. The CRD should be in good working condition, conforming to

all applicable motor vehicle safety standards and certified for
use in motor vehicles and aircraft.

2. Positioning of the CRD can be AFT or FWD facing depending

on the size of infant/child and type of CRD.

3. The CRD must be properly located and secured at all times in

a seat adjacent to an accompanying adult who is familiar with
the use of the device.

4. A maximum of two CRD may be in the same row if the

infant/child is from the same family or traveling group.

5. The CRD must be located at least 3 seat rows away from the
nearest emergency exits.

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6. Positioned at the window seat or center seats in a dual aisle

cabin. The CRD must not impede passenger access to the
aisle in an emergency.

7. Secured by means of an aircraft seat belt.

8. If the CRD does not fit into an aircraft seat or if a passenger

seat is not available, an adult must hold the infant and the
CRD must be stowed appropriately.(infant seat belt will be
offer by cabin crew )

9. Infant/child may be secured in the CRD for take off, landing

and turbulence.

Forward facing Aft facing

• Cabin Crew Duties

1) Ensure accompanying adult install the CRD onto the aircraft

seat in accordance with the manufacturer’s instructions.

2) Confirm infant is properly secured to the CRD and place

aircraft seat in an upright position for flight.

3) Advise the accompanying adult that in an event of an

evacuation they are only to remove the infant. (The CRD must
not be removed from the aircraft during the evacuation).

4) Ensure the CRD used is not located in the same row as the
handicapped passenger.

5) Conduct random safety check as and when necessary.

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CARRIAGE OF BABY STROLLERS / PRAMS

Fully collapsible strollers may be accepted in the cabin on a first

come first served basis due to storage space limitation.
The acceptance of prams and non-collapsible strollers are not
permitted in the cabin due to its size. Crew is to ensure that it is
loaded in the cargo hold by ground staff.

● Stowage of Fully Collapsible Strollers

− In an enclosed overhead compartment.

− Under a window seat in front of the passenger at a non-
emergency exit, provided it does not restrict access to or
use of any exit or aisle.
− Crosswise under center row of seats on a dual aisle
aircraft.
− At the coat closet for umbrella-type strollers which can be
hung.

CARRIAGE OF HANDICAPPED PASSENGERS

• Definition of a Handicapped Passenger

A passenger is considered a 'handicapped passenger' when his or

her physical or mental condition requires individual attention, which
is not normally extended to other passengers.
OR
A passenger who may need the assistance of another person to
expeditiously evacuate the aircraft in the event of an emergency.
Categories of Handicapped Passengers

Passengers who have asked for wheelchairs are identified

according to their needs by one of the codes below:

WCHR: Passenger can ascend / descend steps and make own

way to / from cabin seat but cannot manage long distances =
Wheelchair Ramp.

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WCHS: Passenger cannot ascend / descend steps but is able to

make own way slowly to/from cabin seat = Wheelchair Steps.

WCHC: Passenger is completely immobile and requires wheelchair

to/from aircraft and to/from cabin seat = Wheelchair Cabin (or
Carry).
WCHP : Passenger who cannot walk up or down stairs, but who
can move about in an aero plane cabin and requires a wheelchair
between the aero plane and the terminal, in the terminal and
between arrival and departure points on the land side of the
terminal.

Wheel chair passengers may be accepted without an attendant

provided they are able to make the flight without difficulty or special
attention. They must not be seated next to emergency exits.

Assistance is provided to carry the equipment / wheelchair aboard

the aircraft at no cost to the disabled passenger subject to
advanced warning of 48 hours, possible limitations of space
aboard the aircraft and the application of regulations concerning
carriage of dangerous goods

Wheelchair Passenger

The number of wheelchair passengers carried on board be

should as follows :

Aircraft Type No of Wheelchair Carried

5
A300&A300-600 (WCHP,WCHC)
5
A310/A340 (WCHP,WCHC)
7
B747-300 (WCHP,WCHC)
7
B747-400 (WCHP,WCHC)
…………….
BAe

Rev: 06 – May 2015

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● Classification of Handicapped Passengers

There are two (2) categories of handicapped passengers:

a. Ambulatory

These passengers are normally mobile and do not need

assistance in an emergency evacuation. They are able to board,
move about and disembark the aircraft unassisted e.g. the deaf,
the dumb.

b. Non- Ambulatory Handicapped Passengers

These passengers require assistance in an emergency evacuation

because they are immobile. They are unable to board, move
about and disembark the aircraft without assistance, e.g. blind, a
paralyzed or stretcher case passenger.

Seating Of Non- Ambulatory Handicapped Passenger

Acceptance and seating arrangements for non-ambulatory

passengers are the responsibility of Reservations and Customer
Services, respectively, in accordance to safety procedures.
However, Cabin crew should be aware of the safety procedures
below to ensure that non-ambulatory passengers are correctly
seated onboard:

1) Handicapped passengers must not be seated at over-wing

exits and emergency exit rows where they may impede
evacuation. Do not evacuate handicapped passengers using
over-wing exits.
2) No two handicapped passengers are to be seated together
side by side or directly across the aisle from each other.
3) Handicapped passengers should be seated at bulkhead
areas, near exits and lavatory facilities.
4) If escorts are provided, ensure they are seated on an aisle
seat next to the handicapped passenger on the same row.
5) Cabin crew should ensure even distribution of handicapped
passengers in the cabin.
6) Handicapped passengers will be the first to embark and last
to disembark.

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• Preflight Safety Briefing for Non-Ambulatory Handicapped

Passenger

Handicapped passengers are boarded at least 15 minutes before

normal passenger boarding to enable cabin crew to conduct a
personalized preflight safety briefing. If an escort is provided,
communicate your safety briefing through them.

Points for briefing are as follows:

Necessity of the preflight safety briefing.

Use of seatbelt, oxygen mask and lifejacket.

Brief them of exits nearest to them and the alternate exits
available.

Demonstrate and brief the appropriate 'Brace’ position and
indications of the 'Brace' signal.

Inquire into special needs, lifting techniques and guidance

during evacuation.

Give assurance that a crewmember or an assigned Able

Bodied Passenger (ABP) during evacuation will give
assistance and that it may be necessary for them to
evacuate after all other passengers.

Ensure they refer to the Safety Information Card.

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● Evacuation Techniques of Non-Ambulatory Passenger

Sit behind the non-ambulatory passenger and secure him or her

with the arms around the chest area.

Secure the wrist from under the arms of the handicapped
passenger to prevent friction burns on the hands as he/she
slides down. The hands of the handicapped passenger must be
folded.

Slide down carefully by leaning forward until you reach the
bottom of the slide.

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TYPES OF HANDICAPPED PASSENGERS

1. QUADRIPLEGIC PASSGENGERS (Non-Ambulatory)

A quadriplegic passenger is one who has paralysis from the neck

or shoulder area down and cannot evacuate alone. He may be on
a stretcher or in a wheelchair.

The quadriplegic may be totally limp unless in a body cast and

cannot offer any muscle support for movement
.

Recommended Evacuation Technique from Seat
i. Recline seat of quadriplegic and grab around the lower chest
area to prevent possible shoulder dislocation.

ii. Lift him out from seat with another helper grabbing him around
the lower chest area lifting the feet and legs.

iii. Carry him to the nearest exit.

Note: Some quadriplegics may have certain areas of the body

providing better lift. This information may be obtained during
the personalized preflight safety briefing.

2. PARAPLEGIC PASSENGER (Non-Ambulatory)

A paraplegic is one who has paralysis involving the legs and to

some extent all or part of the torso.

Some paraplegics have developed their upper body so that they

have capabilities beyond many normal persons. Some may have
undergone rehabilitation program to prepare them for flying.

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Recommended Evacuation Technique from Seat

i. Recline seat of paraplegic and reach under the arms from the
back and grasp the wrists.

ii. Stand raising him so that only his heels touch the floor.

iii. Drag him to the nearest exit.

3. HEMIPLEGICS PASSENGER (Non- Ambulatory)

A hemiplegics is one who has paralysis on either the left or right

side of his body. The paralyzed side of his body pushes or leads
the functional side and may have a slight balance problem.

The hemiplegic may have a speech problem or appear confused

although he understands perfectly well what you say.
They may be able to evacuate alone when properly briefed.
However, caution should be mentioned to him in your briefing
about the initial flow of passengers who will be evacuating very
rapidly.

EVACUATION TECHNIQUE

In a one-crew situation, you may drag the quadriplegic, paraplegic

and hemiplegic to the exit as follows:

i. Lay the passenger on the floor.

ii. Cross the hands above with head resting on the arms. This is
to prevent any head injuries.
iii. Grab both wrists and drag to the exit.

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4. BLIND PASSENGER (Non-Ambulatory)

A blind passenger is one who has lost the use of sight but is
mobile if led by someone and needs assistance in the process of
evacuation.

He should be briefed on how far he is from the exits in his area.

Usually the number of seat rows between his seat and the exit or
the distance from the bulkhead is a good guide.

A walk from his seat to the exit generally provides confidence.

Describe door width and height, and the need to jump outwards
onto the slides during evacuation.

Recommended Evacuation Technique from Seat:

i. Ensure his seatbelt is released.

ii. Get him up and place his hands on your back shoulders.
iii. Lead him to the nearest exit.

5. DEAF AND/OR DUMB PASSENGER (Ambulatory)

A deaf and/or dumb passenger is one who has lost the sense of
hearing and/or lost the use of speech. He needs very little help as
he communicates by lip reading, sign or written language.

Explain the need to observe a cabin crew during the takeoff and
landing for signals to brace and to evacuate in an event of an
emergency evacuation.

If unable to see a cabin crew, tell him to observe other passengers

bracing, unfastening seat belts and evacuating. Point out the exit
lights near him and indicate that the floor and ceiling lights will
come on if evacuation is required.

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6. PASSENGER WITH WALKING AID (Ambulatory)

i. A passenger, who requires aids, e.g. cane, crutches or other

kinds of walkers to move about.

ii.Advise passengers that walking aids like canes and crutches

are not to be used during an emergency evacuation, as these
items could impede the evacuation of other passengers.
Note:

Canes must be placed flat on the floor lengthwise against

fuselage wall in stowage compartment or under non-
emergency exit seats and the cane must not protrude into the
aisle.

Crutches to be stowed lengthwise against the fuselage wall at
the non-emergency exit seats or in the stowage compartment.

The passenger may be able to move towards the exits by
placing their hands on top of the seatbacks.

Non ambulatory passengers will be last to disembark.

Inform passenger that crewmembers or able-bodied
passengers will be assigned to assist them in the evacuation.

Sitting Fracture Cases and Passengers with Plaster Cast on

Legs

▪Sitting fracture cases may be accepted without clearance

provided the passenger can use the toilet unaided on a journey of
over 4 hours.

▪This exemption only applies when the passenger can occupy a

normal seat and when any plaster cast applied is at least 48 hours
old. Under no circumstances should such passengers be seated in
emergency exit rows.

Passengers with a half plaster cast, applied below the knee (boot
type) can be accepted on a single Economy class seat.
Such passengers must not be seated in an Emergency Exit row
seat.

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UN- ACCOMPAINED MINORS (UM)

▪ All children between 5 and 12 years are known as UM.

▪ Mahan Air does not limit the number of Un-accompanied Minors
per flight.
▪ An extra crew member will be provided on all services when 10
or more Unaccompanied Minors are booked to travel on the
wide-bodied fleet and 6 or more on the narrow bodied fleet.

• Seating of Unaccompanied Minors / Young Passengers

Unaccompanied Minors / Young Passengers should be seated in

specific areas of the aircraft. If there are more than one UM / YP
travelling they must be seated together to enable the crew to keep
an eye on them.

Do Not seat Un-accompanied / Young Passengers:

• In emergency exit row seats.

• If more than one UM is travelling on board, it would be preferable
if they are seated together.

● Acceptance Procedure

The UM Request For Carriage Form” is a document on which data

is inserted about the child, the child’s parents or guardian, the
person seeing the child on arrival and any persons entrusted with
the child during the trip. This form must be used for all UM under
12years and also for older children, when the UM service is
requested.

• UM will be pre-boarded or at the end of the boarding.

• The UM and the wallet containing the documents will be handed
over to the FP by the Ground staff. The cabin crew member
accepting the UM will have to write her / his name and signature,
and handover the top copy to the ground staff.
• On arrival the FP must handover the UM and the wallet with the
documents to the ground staff against his / her signature. FP
must retain a copy of this form.

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● HANDLING OF INJURED PASSENGERS

Accidents or incidents onboard may result in injuries to one or

more passengers or even loss of lives. Regardless of the severity
of injury, handling of an injured passenger requires prompt first aid
attention and care to maximize the passenger's comfort until the
service of medical aid is available.

● Immediate Action by Cabin Crew

1. Provide First Aid.

2. Inform Flight Purser / Captain.
3. Page for medical personnel.
4. Provide assistance if requested.
5. Complete 'Injured Passenger Handling Reports

● ACTION BY CABIN CREW UPON LANDING

Injured passenger to disembark first, if he/she is in great pain

or requires urgent medical attention.

1. Assist in handling and disembarkation of injured passengers.

● Subsequent Action by Crew Members

All details of the incident, injured passenger and witnesses are to

be recorded and submitted promptly to the respective
departments.

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CARRIAGE OF STRETCHER CASE PASSENGER

Stretcher case passengers are passengers traveling to seek

medical attention or are on a return journey home after their
medical treatment. They are accepted for transportation on Mahan
Air flights, subject to certain conditions.

● Carriage Procedures

Number of Stretcher Case Passenger (SCP) allowable for

carriage shall be restricted to only ONE (1) per aircraft.

The SCP should be escorted or accompanied by one qualified
medical personnel. If accompanied by non-qualified medical
personnel, an exemption must be obtained from Company
Doctor.

The SCP will be located at the assigned seat rows allocated in
the cabin. The stretcher will be assembled by engineering,
accordingly.

The SCP and escort shall be boarded 30 minutes before
commencement of normal passengers boarding to enable
Cabin Crew to conduct the necessary safety briefing.

Cabin Crew is to conduct a personalized preflight safety
briefing to the accompanying personnel and that no
handicapped passengers are located or seated near the SCP.

Note: MAHAN Air does not Carries Stretcher case Passengers

at present.

Rev: 06 – Dec 2013

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CRITICAL ILLNESS AND DEATH ON BOARD

In the event of illness when the condition of a passenger or a crew

member is critical, it is the duty of the Commander to call the
nearest suitable airport for landing and to make preparation by
radio for the care of the concerned person.

Flowchart

CRITICAL ILLNESS ON BOARD

Cabin Crew Member advices Purser immediately and

starts First Aid action.

Purser advices Commander and keeps him regularly updated.

Purser requests assistance from medically trained person.

Purser completes report.

Commander decides next course of action.

If a passenger dies on board, the Purser shall include the following

information in his/her report:

Name and address of deceased passenger

Nationality.

Date of birth.

Port of embarkation.

Destination.

Time of death.

Cause of death if known.

If accompanied by relatives or friends.

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PASSENGER REQUIRING OXYGEN

MAHAN AIR can accommodate passenger requiring oxygen

provided advance arrangement has been made through Company
Medical Centre. The number of oxygen bottles required will be
determined by Company Medical Centre.

Procedure

Passenger requiring oxygen is to contact Mahan Medical
Centre prior to travel.

If Mahan Air Medical Centre permits to carry oxygen bottles,
Mahan Air Engineering Department will provide additional
Oxygen Bottles for use on board

Engineering Department will ensure that a serviceable unit is
securely placed on board. They will advise the operating Cabin
Crew of the number and location of the additional O2 bottles.

If a medically qualified doctor or nurse is accompanying the
customer, they will be responsible for the administration of
oxygen on board. Cabin Crew to ensure that the unit is secured
on board at all times whilst being used.

Note: - At present Mahan Air does not accept Passenger

requiring oxygen.

● CATEGORIES OF PASSENGERS NOT PERMITTED ON BOARD

1. A person with a mental condition, which is offensive to

others, is not permitted onboard without authority from
company’s doctors.
2. A person whose medical condition involves an odor or
his/her physical condition appearance is potentially
objectionable to other passengers.
3. A person with an active disease or medical condition that may
be contagious to other passengers. E.g. chicken pox and
measles.
4. Any other objectionable conditions as determined by the
Company.
Rev: 06 – Dec 2013

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Issue: 01 – Rev: 5 - Mar 2013
 PT3 - CHAPTER 6 – SPECIAL PROCEDURES
SEPM

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Issue: 01 – Rev: 5 - Mar 2013