If a passenger demands accessibility accommodations, what should you do to prepare for boarding?

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When a passenger asks for accessibility accommodations, the priority is to confirm that the needed support can be provided and that there’s a suitable seat available. This involves checking the seating map to see if an accessible option exists on the flight and coordinating with the appropriate team to arrange the accommodation. It’s about proactive planning so the passenger can board with the necessary assistance without delays or safety concerns.

Think about the kinds of accommodations a passenger might need—extra space for a mobility device, a specific seating location for transfer or proximity to the lavatory, or equipment like a wheelchair or assistive devices—and verify that the aircraft and crew configuration can support them. Clear communication with the passenger about what can be arranged and any steps they need to take helps manage expectations and keeps boarding smooth.

Choosing to ignore seating availability or to delay accommodations until after boarding would create safety and service issues, and asking the passenger to wait or arrange help after landing would fail to meet their needs. By confirming availability and feasibility upfront, you ensure a safe, inclusive boarding process.