ACC Special Passenger Assistance Questions and Answers

Question 1

An 11-year-old is ticketed as an Unaccompanied Minor (UM). The designated pick-up person calls to say they are stuck in traffic and will be significantly delayed. What is the correct procedure for airline personnel?

Accepted Answer

Keep the child under direct and constant airline supervision in a secure area until the pre-authorized guardian arrives and presents valid photo ID.

Answer

The airline has a strict duty of care for an Unaccompanied Minor. The child must remain under the airline's supervision until released to the specific individual designated on the UM paperwork, whose identity must be verified with a valid photo ID. Releasing the child to anyone else or leaving them unsupervised would be a major security and safety violation.

Question 2

Under the Air Carrier Access Act (ACAA), what is the primary role of an airline's Complaint Resolution Official (CRO)?

Accepted Answer

To serve as the airline's specially trained expert on disability regulations and resolve disability-related issues as they occur at the airport.

Answer

The ACAA requires airlines to have a CRO available (in person or by phone) to serve as an in-house expert on disability regulations. Their primary function is to resolve disability-related complaints on the spot and ensure the airline is in compliance with the law.

Question 3

A passenger presents at check-in with a service animal. Which of the following is a legitimate reason for an airline to deny transport to the animal under current U.S. Department of Transportation (DOT) rules?

Accepted Answer

The animal is barking uncontrollably and lunging at other passengers, and the handler is unable to control it.

Answer

According to DOT regulations, an airline can refuse to transport a service animal if it is out of control and the handler does not take effective action to control it, or if it poses a direct threat to the health or safety of others. Breed, lack of a vest, or the type of service performed (including psychiatric service) are not, by themselves, valid reasons for denial.

Question 4

A passenger requires the use of an FAA-approved Portable Oxygen Concentrator (POC) during flight. What is a key requirement the airline must verify before boarding?

Accepted Answer

That the passenger has a doctor's note and sufficient battery life for 150% of the total expected flight time.

Answer

Airlines must permit passengers to use FAA-approved POCs. Key procedures include verifying the passenger has a sufficient battery supply to last for 150% of the flight duration to account for potential delays. While some airlines may require a physician's statement, they cannot charge fees for this accommodation, and the device must be stowed under the seat, not in the overhead bin. Compressed oxygen tanks are generally forbidden.

Question 5

According to the Air Carrier Access Act (ACAA), which of the following is a requirement for aircraft with 100 or more seats regarding a passenger's personal wheelchair?

Accepted Answer

The airline must have a designated priority space in the cabin for the stowage of at least one passenger's folding, collapsible, or break-down manual wheelchair.

Answer

The ACAA mandates that aircraft with 100 or more seats must have a priority storage space in the cabin, such as a closet, designed to hold at least one folding manual wheelchair. This gives passengers with disabilities quicker access to their mobility device upon arrival. While wheelchairs do get priority in the cargo hold, the cabin storage requirement is a specific provision of the act.

ACC - Airline Customer Service Practice Test

ACC - Airline Customer Service Practice Test

ACC Special Passenger Assistance Questions and Answers