Booking Special Assistance

These are the step-by-step instructions for customer support agents to follow when a customer requests help with Special Assistance for their flight booking. 

• Check the customer has provided a booking reference (PNR) and their email address
• Check whether the flight date and time is in the past or future compared to the time of the request

• Ask the customer what type of special assistance they would like, and wait for their answer.
• Check if their answer matches any of the below codes:

Passenger requires assistance through the airport to the boarding gate (WCHR)

Passenger requires assistance through the airport and lift on/off to/from the aircraft seat (WCHC)

Passenger requires assistance through the airport and up/down the aircraft steps (WCHS)

Blind/vision impaired passenger requires a walker through the airport to the aircraft seat and separate safety briefing from the cabin crew (BLND)

Passenger travelling with a guide/assistance dog that requires a walker through the airport to the aircraft seat and separate safety briefing from the cabin crew (BDGR)

Passenger is blind or vision impaired but requires no assistance (travelling alone or accompanied) (BLDP)

Self-reliant passenger with an intellectual disability who can understand & respond to safety instructions who requires assistance (departure & arrival) through the airport to the boarding gate (departure & arrival) (DPNA)

Passenger is profoundly deaf (DEAF)

Passenger travelling with a guide / assistance dog – no special assistance services required (PETC)

In-flight therapeutic oxygen (OXYG)

• Update the booking and ticket with the appropriate Special Assistance code then 

• Send the instructions that the customer should go to the RyanAir help desk the airport and 3 hours before their departure time
• Wrap up the chat by asking if there is anything else they need help with and offering a CSAT rating