5. Boarding

o    How did you get to the aircraft from the building: Did you go through a corridor to the entrance of the plane (i.e. Jetway)? Did you have to go up to the aircraft on the pavement? Were you taken by a vehicle (ambulance, bus) to the aircraft? 

o    If you had to overcome steps immediately before the aircraft, how was this possible? If staff had to take care of you, did you feel being in good hands?

o    Do you think that the staff on the ground – in general – was well trained to handle your needs?

• How did you feel about the overall ground procedure? Did everything run smoothly? Were you treated right? Were there any moments which made you worried? If yes, why (please describe situation)?
• If travelling with mobility equipment, at what point did they ask you to hand it over (in order to place it in the hold of the aircraft)?