What is a reasonable response to a passenger's accessibility assistance request?

• A. Direct the passenger to a separate line.
• B. Provide assistance according to policy, such as guidance to accessible seating and help with boarding.
• C. Refuse assistance due to policy.
• D. Ask the supervisor to decide.

Answer: (B)

Providing accessibility assistance directly and in line with policy is how riders needing accommodations are supported safely and respectfully. When a passenger requests help, the best response is to offer and deliver the assistance described in policy—such as guiding them to accessible seating and helping with boarding, doors, or other accommodations as needed. This approach upholds the rider’s rights, supports safe and smooth boarding, and prevents unnecessary delays or exclusions.

Calling for a separate line, refusing the request, or deferring to a supervisor before acting slows service and can deny needed support. Instead, start by asking what specific assistance the passenger wants, confirm any safety concerns, and then provide the required help promptly.