IATA says its standard SSR codes are added to the passenger’s booking record, or PNR. They are meant to follow the passenger through the journey, passing requests between travel agency systems, airlines and airports. A travel agent, airline ticket agent or frontline airline employee can add them.

Common examples

• Assistance. IATA defines WCHR for a passenger who can manage steps and reach their seat but needs a wheelchair for the distance to or from the aircraft, WCHS for one who cannot manage steps and WCHC for one who is completely immobile. Other codes include BLND and DEAF.

• Meals. Aer Lingus, for example, serves special meals on transatlantic flights, with codes including VGML (vegetarian vegan), KSML (kosher), MOML (Muslim) and GFML (gluten intolerant). It asks for requests at least 48 hours before departure.

• Contact details. Virgin Atlantic says IATA Resolution 830d requires bookings to hold customer contact details, entered as SSRs: CTCE for email, CTCM for phone or CTCR if the customer refuses.

Why it matters for travel businesses

• Assistance requests are regulated. Under UK rules on disabled passengers and passengers with reduced mobility, airlines, their agents and tour operators must be able to receive requests for assistance at all their UK points of sale. A request received at least 48 hours before departure must be passed on at least 36 hours before departure, to the airports and to the operating airline if it was booked with another airline.

• Check the airline offers it. IATA advises agents to confirm the airline provides the service a code asks for, and not to try to diagnose a passenger’s condition.

• Requests can drop off. Virgin Atlantic says SSRs must be requested again when an itinerary changes, and that a name change removes items such as special meal and unaccompanied minor requests.

The codes are set out in IATA’s reservations messaging manual, AIRIMP, which IATA sells.