Letters | Hong Kong airport strives to ensure barrier-free access for fliers in wheelchairs

When pre-booking a wheelchair through an airline or travel agent, passengers can specify where they need to be picked up, such as the kerbside or at the Airport Express platform
Passengers can also procure and pre-book the wheelchair service from the airport-licensed service provider on their own

Hong Kong International Airport

Letters

Published: 8:31am, 4 Mar 2019

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I refer to the letter regarding wheelchair service at Hong Kong International Airport (“Airport’s policy on wheelchairs needs rethink”, February 12). We are sorry to hear of Mr and Mrs Hardee’s unpleasant experience at the airport. With the help of the Post, we contacted Mr Hardee and promptly followed up on the matter.

At HKIA, we strive to provide a barrier-free environment and quality service. Passengers who wish to use the wheelchair service at the airport may pre-book the service by contacting their airlines or travel agents. With pre-booking, the airlines will arrange for passengers needing a wheelchair to be picked up at designated locations, such as the terminal kerbside, the Airport Express line platform or the check-in counter, depending on the request made in advance.

Alternatively, passengers can also procure and pre-book the wheelchair service from the airport-licensed service provider on their own.

Meanwhile, eight help phones at the Terminal 1 kerbside are provided to facilitate ad hoc wheelchair service requests. Passengers in need can call the airport hotline for help in liaison with their airlines, to arrange for a wheelchair or borrow complimentary ones provided at our customer service counters. While we believe that these arrangements should be able to meet most passengers’ needs, we are always open to suggestions on how we may further improve our service.

We have already installed more seats near the help phones and will continue to review the adequacy of the kerbside seating

It seems that in the course of our colleagues’ handling of Mr Hardee’s request for a wheelchair, there was confusion, which led to his unpleasant experience. We have apologised to Mr Hardee for the confusion and inconvenience, and we have reminded colleagues of the best practices regarding communications with passengers seeking assistance.

We fully understand passengers may need to rest at the kerbside while they wait for assistance. There are benches in designated spots at the Terminal 1 kerbside for passengers’ use. After receiving Mr Hardee’s feedback, we have already installed more seats near the help phones and will continue to review the adequacy of the kerbside seating, taking into consideration the passenger traffic in those areas.

We are grateful for the feedback, and will continue to do our best to meet passenger needs and improve our service.

Chapman Fong, general manager, Terminal 1, Airport Authority Hong Kong

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