Introduction

This training course is exclusively built for National Enforcement Body personnel responsible for implementing, guiding and enforcing requirements concerning the rights of people with disabilities and reduced mobility when using air transport.

Course Content

1. GENERAL

a. Legal requirements according to EC1107/2006, Interpretative guidelines EC1107/2006:

i. Detailed focus on airport responsibilities,

ii. Detailed focus on airline responsibilities.

b. Application of ECAC DOC 30 Part 1, Section 5.

c. Impact of USA Air Access Act on EU PRM assistance operations.

d. IATA GHM, Resolution 700, Assistance Manual e. ICAO Annex 9

f. Demographics and statistics of existing and potential growth of customers who require assistance

g. Barriers customers with disabilities are facing when using air transport

h. Disability awareness covering, including ways how to observe assistance of PRM assistance provider and spot good and bad behaviours/application of these skills: 

i. Physical disabilities;

ii. Sensory disabilities;

iii. Hidden disabilities.

 

2. AIRPORT MANAGING BODY RESPONSIBILITIES

a. Passengers data and statistics (monthly, yearly, by category)

b. Airport quality standards, SLAs based on quality standards, compliance with quality standards

c. PRM assistance operators Standard Operations Manual (content items to be covered in this document)

d. PRM assistance charge calculation process, relevance, transparency, reporting to AUC and CAA

e. Training (content and records of training, refresher training)

f. Disability awareness level of security and immigration staff

g. Disability awareness level of retail staff

h. PRM assistance provider’s equipment (requirements, safety of operations)

i. Provision of information on the Airport’s website (content, accessibility)

j. Health and safety requirements of PRM assistance provider (e.g. lifting of passengers, blind guidance)

k. Service provision quality monitoring methods, customer satisfaction measurements in place (internal, external)

l. Accessibility of airport facilities (including call points outside the terminal building)

m. Waiting areas for PRM customers (facilities available as changing places, silent rooms, sensory rooms)

n. Provision of information in accessible formats o. Wayfinding at the airport (signage, tactile paths)

p. Facilities and solutions in place providing customers a high level of independence while travelling through the airport

q. Compliance with EC 1107/2006, Annex II requirements (assistance provision at all airport touchpoints)

r. Staff performance in operations (how to observe live operations)

s. Availability of solution for assistance dogs/animals land side and air side

t. Availability of emergency procedures in case of the airport (have PRM customers been included in evacuation processes and assigned responsibilities)

u. Complaints handling procedure, registry of complaints

v. Temporary replacement of damaged or lost mobility equipment

w. Involvement of organisation representing people with disabilities in major decision-making (revision of quality

standards, location of call points, training, planning new facilities, etc.)

 

3. AIRLINE RESPONSIBILITIES

a. Availability of information on the Airline’s website (how to book assistance) and accessibility of the website

b. Provision of alternative options for booking assistance

c. Can a customer book assistance during flight booking, clarity of the booking process

d. Transmission of information to involved airports (correct methods implied in line with IATA AHM and GHM)

e. Training of airline staff (check-in, gate staff, cabin crew, Ground Handling staff)

f. Safe handling procedures of mobility equipment

g. Compensation for damaged or lost mobility equipment

h. Content of airline’s Ground Handling Manual on PRM handling

i. Acceptance of mobility equipment, and medical equipment on board flight

j. Refusal of travel – reasons, actions, the legality of application.

k. Complaints handling procedure, records of complaints by categories

l. Amount of PRM-related delays, reasons for delays

m. Process in place for disrupted flights (delays, cancellations)

n. Limitation of PRMs on board an aircraft

o. Safety briefings for deaf and vision impaired passengers

p. Safety requirements towards PMS and when an accompanying person may be requested

q. Seating allocation of PRM customers

r. Availability of on-board wheelchairs and moving customers to on-board toilet facilities All s. Acceptance of assistance dogs onboard aircraft

t. Entertainment on board aircraft and accessibility of it

u. Mobility equipment of customers – what should be in place to maintain safe handling and transportation

v. Procedures in place for emergency evacuation case

 

4. ASSESSMENT MATRIXES

Creating high-level primary (based on EC 1107/2006) and secondary (based on ECAC DOC 30, Part 1, Section 5) assessment lists for airport and airline audits.

Learning Objectives

1. Understand and interpret in details aspects of current PRM assistance legal and best practice documents illustrated by case studies;

2. Assess quality standards of an airport (service level agreements to third parties; data collection of PRM assistance provision; level of satisfaction monitoring tools; means of monitoring on-time performance, etc.);

3. Assess airport calculated PRM assistance charge (calculation; cost-related and transparent clause; reporting);

4. Evaluate processes in place concerning all PRM assistance stages at an airport;

5. Assess training standards of airports, PRM providers and airlines;

6. Analise complaints and claims received from PRM customers;

7. Assess legal requirements towards airlines and Ground Handling providers.

Who should take this course

CAA & NEB employees whose role may include inspection or auditing of PRM activities/training & staff within the airports of their responsibility

Pre-requisites

An understanding of PRM services, activities and responsibilities when viewed from within the CAA or airport environment.

Duration

4 Days, starting at 09:00 and finishing at approximately 16:30.