Table of Contents

 

1. Background
2. Policy and Commitment
3. Objectives
4. Airport Accessibility
5. Organisation
6. Implementation of the Accessibility Plan
7. Continuous Improvement
8. Communication
9. Conclusion
10. References

1. Background

Accessibility is a strategic focus and proactive approach for Dakar Blaise Diagne Airport, which aims to identify and eliminate barriers to accessibility in order to guarantee inclusive, equitable service that complies with national and international standards.

 

This plan aims to facilitate access and use for all persons with disabilities and to improve the comfort of terminal facilities for these passengers.

 

2. Policy and Commitment

Blaise Diagne Airport is committed to providing a safe, welcoming and accessible environment for all, promoting inclusion and equal opportunities, as well as independent participation and access for people with disabilities.

 

Its mission is to identify and eliminate barriers in order to guarantee an inclusive, equitable and diverse service that complies with international accessibility standards.

3. Objectives

The objectives of this accessibility plan are:

 

• To ensure independent, safe and comfortable access to all airport facilities and services;
• To comply with national and international regulations (United Nations Convention on the Rights of Persons with Disabilities, laws on the rights of persons with disabilities, Senegalese Building Code, ICAO Standards (Annex 9), RAS 09, Doc 9984);
• To promote inclusion and equal access throughout the airport.

4. Airport accessibility

A passenger with a disability is defined as any person with reduced mobility due to a sensory or motor disability, age, illness or any other cause limiting their autonomy in the use of air transport, and whose situation requires special attention and adaptation of the services generally offered to passengers.

 

The acceptance of these different types of passengers will be carried out systematically in accordance with airline procedures and in compliance with current accessibility requirements.

 

To this end, dedicated staff are trained to assist persons with disabilities (mobility, visual, hearing, etc.).

Services

 

• Assistance services can be booked through the airline or travel agency: Bookings must be made at least 48 hours in advance.
• Assistance and support for PRM (Persons with Disabilities or Reduced Mobility) is provided by ground handling staff (2AS) on departure and arrival.

Process

The procedures ensure a smooth and safe journey:

• Before the trip: Request assistance when booking your ticket.
• 48 to 24 hours before travel: Contact the airport, indicating the type of disability, on the standard 2AS numbers (77 843 95 11 or 78 169 20 33 or 77 957 47 00);
• Arrival at the airport: Notify assistance of your presence by calling one of the standard numbers ‘Meet at a reception point or at the check-in counter’.

 

2AS agents in charge of assistance are easily identifiable by their vests stamped ‘MANUT ASSISTANT PMR’.

PMR circuit start

 

PRM departure circuit

 

• Parking: Spaces located near the gates are specifically reserved for passengers with disabilities.
• 1st Security check: They benefit from assistance with accompaniment and adapted procedures.
• Check-in: MANUT ASSISTANT PRM agents take care of them and assist them throughout the process.
• Immigration: There are dedicated counters for them and they are given priority.
• Second security check: They receive assistance with accompaniment and adapted procedures.
• Boarding: They board first with adapted equipment (wheelchairs, lifts).

PMR arrival circuit

 

PMR arrival circuit

 

• Disembarkation: Passengers are taken care of once the aircraft has parked;
• Immigration control: Dedicated counters are available;
• Baggage delivery: MANUT ASSISTANT agents accompany them and take care of their baggage;
• Customs: They have a dedicated passageway leading to customs control, where they are given priority;
• Public arrival hall: Agents accompany them to the exit (car park, taxi, family, transport, etc.);
• Car park: Parking spaces reserved for passengers with disabilities are located opposite the terminal exit;

 

Facilities available

 

• Barrier-free access: Ramps and automatic doors are available at all entrances.
• Lifts available: Their locations provide easy access.
• Clear signage: Signs with pictograms and large print provide clear directions.
• Disabled toilets: These are accessible and equipped with grab bars, manoeuvring space and adapted washbasins.
• Reserved parking spaces: Parking spaces reserved for passengers with disabilities are available.
• Wheelchairs: These are available at each stage of the circuit.
• Public transport vehicles: Reserved seats are available on board.

 

5. Organisation

Passenger Experience Committee

 

The Passenger Experience Committee brings together all the platform's structures and external partners (LAS, 2AS, TSA, AIBD SA, HAAS, Police, CSFA, CGTA, Customs Services, airlines, associations for people with disabilities, Nickel, Secubag, Infinite, Lagardère, Senecartours) to implement and monitor action plans to provide all passengers with the best possible experience.

Passenger Experience Committee

 

Role:

• Identify the types of passengers using Blaise Diagne Airport;
• Characterise the journeys of different types of customers;
• Ensure that passengers with visible or invisible disabilities are listened to and taken into account in the customer experience programme;
• Define the standard level of service at Dakar Airport;
• Identify the specific needs of different types of passengers, including people with disabilities, and ensure that these are taken into account in projects and operations;
• Implement customer experience assessment tools;
• Analyse the results of these assessments;
• Implement the necessary measures to improve the customer experience;
• Review performance indicators related to the customer experience;
• Produce periodic reports on the state of accessibility;
• Contribute to staff training and awareness-raising;

Initial accessibility assessment	>	Goal planning	>	Development of the action plan	>	Frequency of plan review
Identification of barriers to accessibility;  Assessment of infrastructure, equipment and services; Regulatory status (compliance with the building code, social policy law, international and national regulations);		In the short, medium and long term By area: physical access, signage, digital, staff training, etc.		Priority ranking Identification of those responsible for implementation Planning and monitoring		Annually

 

6.Implementation of the plan

Renovation work

 

Renovations must comply with accessibility standards (ramps, lifts, toilets, signage).

 

If upgrades cannot be carried out immediately, they must be planned gradually.

Staff training

 

MANUT ASSISTANT PMR agents must be trained in welcoming people with disabilities and familiarised with the measures in place. All agents working on the passenger circuit must be made aware of how to welcome people with disabilities.

Communication and information

 

Information must be available and accessible to users through various channels.

 

7.Continuous improvement

Regular monitoring

 

• Passenger experience committee meetings
• Monitoring of corrective actions
• Monitoring of customer complaints or feedback

Plan update

• Annual review or in the event of major changes (new building, redevelopment, etc.).
• Integration of new standards or technologies

Performance indicators

 

Accessibility indicators:

Average response time;

• Satisfaction rate among users with disabilities;
• Number of incidents related to accessibility.
• Availability of staff trained in assisting people with disabilities;
• Availability of disabled parking spaces;

Continuous improvement

• Satisfaction surveys
• Annual accessibility assessment
• Corrective action plans based on results

8. Communication

Communication and awareness objectives

Communication and awareness around an accessibility plan are essential for:

• Involving stakeholders (staff, users, partners);
• Raising awareness of actions taken to promote inclusion;
• Ensuring effective use of the facilities provided.
• Provide information on the rights of passengers with disabilities.
• Highlight the actions that have been implemented.
• Promote a culture of inclusion and accessibility at the airport.

Target audience

• Airport staff.
• External partners (service providers, subcontractors).
• Specific groups: people with disabilities, accompanying persons.

Communication channels to use (internal/external)

• Committee meetings/briefings
• Internal notices
• Intranet/emails
• Training sessions
• Focus groups
• Social media
• Website
• Press releases/events

9. Conclusion

This accessibility plan reflects our commitment to building an environment that is open to all, in accordance with standards and values of inclusion. Its gradual implementation will ensure that every user enjoys a fair, dignified and independent experience, regardless of their specific needs.

10. References

1. Law No. 2009-23 of 8 July 2009 on the Building Code (Legislative part)
2. Social Orientation Law No. 2010-396 of 6 July
3. Decree No. 2010-99 of 27 January 2010 on the Building Code (Regulatory part)
4. Doc 9984 Manual on access to air transport for persons with disabilities
5. RAS 9 Facilitation

 

ACCESSIBILITY PLAN