Frequently Asked Questions

Customer Relations

How do airlines request wheelchairs (for check-in, monitor and initiate boarding based on wheelchairs ordered during check-in and then for arrival flights)?

PAX Assist has designed, developed, and deployed a SITA AirportConnect CUTE application behind EVERY check in counter, interline area and GATE areas in T4 and is available to all of our customers.

  • Our SITA application allows Airline Agents to make
    • ARR Wheelchair Requests
    • DEP Wheelchair Requests
    • View Recent Requests
    • Boarding Passengers
  • All service requests are immediately submitted to our database and viewable on all of our applications. This allows for an immediate response while providing a detailed level of request tracking and auditing

How do you track wheelchairs based on actual times when they were ordered and delivered, to avoid any doubt in regards to service delivery and waiting times?

PAX Assist’s SITA AirportConnect CUTE application tracks when a request is initially submitted. For departing passengers, our handheld scanners and tablets track as each passenger is Picked Up, In Transit, and ultimately brought to their respective gates. For arriving and Terminal-to-Terminal passengers, data that is captured includes gate time, block time, and gate cleared time. Because all data is time stamped, PAX Assist is able to monitor service levels and manpower usage. Additionally, all of this data is made readily available via the administrative portal.

How do you monitor service levels, including waiting times at varied points during the operation?

PAX Assist’s Supervisors, Leads, Dispatchers, and Managers have our entire suite of applications to help them monitor agent service levels during any point in the operation. These applications include:

  • The mobile scanner applications (see above) which allow authorized users to view flights, add/edit/view passengers, and view the daily agent schedule.
  • The tablet web application allows authorized users to see everything the scanner applications do but at a much more granular level. This allows our Leads and Supervisors to quickly react to a situation and ensure our incredible level of service remains consistent.
  • The Dispatch tool allows our Dispatchers and Managers to see everything the mobile scanners and tablet applications display PLUS show detailed information regarding manpower and future flight information via the Gate Plot. All of these tools empower our staff to have keen insight to EVERY aspect of our operation.

Flight Operations

How are airlines invoiced?

PAX Assist has an integrated Airline Billing system for detailed invoices for pushes and dedicated agents that includes:

  • Passenger Lists
  • Used vs. Billed
  • Type of assistance (Aisle, F/C, T2T, Bag)
  • Ability to send invoice emails directly to airlines from within the application
  • Tracking of overdue invoices by category (30, 60, 90+ days)
  • Paid vs. Unpaid
  • Sent vs. Unsent


What features are available to airline administrators on the PAX Assist portal?

PAX Assist has provided our clients with access to our PAX Assist Web Portal. The PAX Assist website is an ASP.NET web application that allows our customers to make wheelchair requests for arrival and departing flights, view recent wheelchair requests, and see what wheelchair passengers are set to be boarded. For airline administrators, the system provides a way for them to add/edit users, view invoices, and run a Summary Report showing detailed information about flights, passengers assisted, transit times, etc.

My Account – This screen allows administrators to add/edit all users that are associated with their airline. From here, you can update your personal information (password, email address) and create, activate, and deactivate users.

My Billing – This screen allows administrators to view all invoices that are associated with their airline. Invoices can be searched by date range, amount, invoice number, or status (paid, not paid).

Summary Report – This screen allows administrator to query the system for a detailed report on all Departure and Arrival requests that have been made and processed for their airline. Information can be searched via date range and flight type (arrival or departure). Information is then grouped and displayed by date. With just a few clicks the user can drill down from the high-level information down to the specific passenger that was assisted. Information at this level includes transit times, notes, etc.

What are the reaction time/SLAs for planned/unplanned notifications for Arrival Wheelchairs at A/C side or wheelchair availability at check-in counters?

Because our system is connected directly to AIMS/FIDS we are always ready to handle Planned and unplanned requests

Arrivals –   Requested + 10% more wheelchairs staged 30 minutes prior to landing

T2T – Drop off within 45 minutes of bags received (unless air train or customs delays)

Departures – Pickup within 10 minutes of request via CUTE

Boarding – Agents at the gate 60 minutes prior to STD/ETD


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