Special assistance request
How do we take a request for wheelchair, medical or accessibility assistance once, and pass it to the airline, the airport and the ground suppliers with the right codes and notice?
Capture the need once and translate it into each supplier's request. When a traveler asks for assistance (in the booking flow, by phone, in the app or through an AI assistant), Callvu prefills the booking and the traveler's profile, classifies the need under the regulations and the suppliers' categories (the wheelchair assistance level from the ramp to the cabin, the mobility device's dimensions and battery, an oxygen or a medical device, a visual or hearing impairment, a cognitive need, an assistance dog through its process, a meal or a seating need), captures the details each supplier asks for on a secure screen, writes the special service requests to the airline reservation in the booking system with the right codes, notifies the airports and the hotel, transfer and tour suppliers through their channels within their notice periods, and confirms to the traveler what has been arranged with whom.
In scopeComplex: multi-party handoffsCallvu moves: prefill, classify, write back
Last updated November 7, 2026.
The problem today
The traveler told the agent, the agent told the airline, and nobody told the hotel, the transfer company or the connecting airport.
A traveler who needs assistance says so once and expects it everywhere. The airline reservation gets a code if the agent remembers; the connecting airport is a different operator; the hotel needs an accessible room; the transfer needs a vehicle with a ramp; the tour needs to know about the step-free route. Each supplier has its own request format and notice period, and the traveler fills the gaps by calling.
The regulations give the traveler rights and the carriers and airports obligations, with notice periods for certain services (48 hours for some under the US and EU rules). The need is one description; the requests are many, each with codes and deadlines. Captured once in the terms each regulation uses, the need can be translated into each supplier's request and tracked.
One request, many suppliers, each on time, is accessibility that works.
How it runs
From the requestto the system of record.
A traveler requests assistance at booking or later, in any channel. Callvu opens the request from the booking.
- Traveler or companion
- Describes the need once and gives the details each supplier asks for on a secure screen.
- Airline, airports and ground suppliers
- Receive the requests in their formats and confirm.
- Accessibility desk
- Decides requests the suppliers cannot confirm in the Decision Desk.
- Callvu
- Prefills, classifies, captures, writes the codes, notifies, tracks and confirms.
Prefill and classify
The booking (the flights, the connections, the hotel, the transfers, the tours) and the profile (a standing assistance need) are prefilled; the need is classified under the regulations' and the suppliers' categories: the wheelchair assistance level (to the aircraft, to the seat, within the cabin), the traveler's own mobility device with its type, dimensions, weight and battery, medical equipment and oxygen, a visual, hearing or cognitive need, an assistance dog (through the service animal process), a stretcher or a medical case (through the medical clearance process), a seating or a meal need.
Capture the details
The details each supplier asks for are captured on a secure screen once: the device specifications and battery type for the airline, the accessible room features for the hotel, the vehicle needs for the transfer, the mobility limits for the tour; the traveler sees which supplier will receive which detail.
Write the requests and notify
The special service requests are written to the airline reservation in the booking system with the industry codes for the assistance level, the device and the medical equipment, within the airline's notice period; the airports on the itinerary are notified through the airline or the airport's own channel; the hotel, the transfer and the tour suppliers receive the requests through their channels within their notice periods; each confirmation is tracked, and a supplier that does not confirm is chased.
Decide and write back
A supplier that cannot provide the assistance (a hotel without an accessible room, a transfer without a ramp vehicle, an aircraft that cannot carry the device) goes to the accessibility desk in the Decision Desk with the options and only the allowed outcomes (substitute the supplier, change the itinerary, or decline with the regulation's notice); the arrangements with each supplier's confirmation are written to the booking, the system of record, and the traveler receives the summary of what has been arranged with whom.
Where it ends: The traveler described the need once, each supplier received its request in its format and notice period with the confirmation tracked, and the booking holds what was arranged. The Decision Trace shows the classification and any decision; the Audit Trace shows each request, confirmation and chase.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The booking flow, a call, the app or an AI assistant; the traveler describes the need once.
The back office
The accessibility desk decides only unmet needs; the suppliers confirm through their channels.
The Decision Desk
- A supplier that cannot provide the assistance goes to the accessibility desk in the Decision Desk with the options and only substitute the supplier, change the itinerary, or decline with the regulation's notice.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
How far in advance must assistance be requested?
Most assistance needs no advance notice under the US rules, but certain services (oxygen, a stretcher, an electric wheelchair on a small aircraft) allow the carrier to require 48 hours; the EU rules ask for 48 hours' notice so the airport can arrange it; the process sends each request inside the period.
Which suppliers are told?
The airline (with the special service request codes), the airports on the itinerary, and the hotel, the transfer and the tour suppliers, each in its own format, with the confirmations tracked.
What about the traveler's own wheelchair?
Its type, dimensions, weight and battery are captured once and written to the reservation under the carriage rules, so the airline knows before the day.
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