Campaign boosts booking code usage for passengers with intellectual disabilities

2 Oct 2019

Requests for assistance for airline passengers with intellectual disabilities have nearly doubled since the launch of a global campaign designed to raise awareness of a dedicated special service request (SSR) booking code.

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SSR codes are used in the airline industry to communicate traveler preferences or needs to airlines. They are delivered through standardised four-letter codes defined by the International Air Transport Association (Iata).

The DPNA SSR code can be used by travel agents, among others, to alert airlines when a passenger has intellectual or developmental disability and needs assistance. Many airlines, as well as airports and hotel groups, have initiatives in place to meet travellers’ individual needs if they are made aware at the time of booking that they require additional support.

The Travel Unified campaign was launched in March 2019 to promote the code after a poll of travel agents and conversations with non-profit organisations confirmed a lack of awareness.

Since the launch the DPNA SSR code on flights booked through Travelport have increased globally by 89% year-on-year. At a regional level, use of the code on flights is now up 259% in Africa, 273% in Asia, 94% in Europe and 22% in Oceania. Use remains low in both North and South America.

“We are humbled to have played a role in driving equality and inclusivity for travelers with different needs. It’s especially encouraging to see the code being used for the first time in parts of Africa like Nigeria, Zambia and Kenya - while South Africa’s use of the code increased by a whopping 313%. While there’s certainly more to be done, this is a great first step towards a more inclusive world for us all.” said Claudette Thorne, country manager, Southern Africa at Travelport.

“Air travel is an integral means of transport in today’s world and all those with disabilities – visible or not – should have access to safe, reliable and dignified travel. With the approval of the Iata AGM Resolution in June, our airline members committed to improve the air travel experience for the estimated one-billion people living with disabilities worldwide, says Linda Ristagno, external affairs manager at Iata.