Quality Standards for the provision of service for Persons with Reduced Mobility

Transcription

1 Quality Standards for the provision of service for Persons with Reduced Mobility (April V7)

2 Definition of Person with Reduced Mobility (PRM) A PRM is understood to mean any person whose mobility is reduced due to physical incapacity (sensory or locomotory), an intellectual deficiency, age, illness, or any other cause of disability when using transport and whose situation needs special attention and the adaptation to a person s needs of the service made available to all passengers. (ECAC Doc 30) IATA definitions of passengers requiring special assistance: MEDA Passenger who mobility is impaired, due to clinical cases with medical authorities. Such passenger usually has social coverage in relation to the illness or accident in question. STCR Passenger who can only be transported on a stretcher. Such passenger may or may not have social protection or specific insurance. WCHR Passenger who can walk up and down stairs and move about in an aircraft cabin, but requires a wheelchair or other means for movements between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal. WCHS Passenger who cannot walk up or down stairs, but who can move about in an aircraft cabin and requires a wheelchair to move between the aircraft, in the terminal and between arrival and departure points on the city side of the terminal. WCHP Passenger with a disability of the lower limbs who has sufficient personal autonomy to take care of him/herself but who requires assistance to embark or disembark and who can move about in an aircraft cabin only with the help of an on-board wheelchair. WCHC Passenger who is completely immobile who can move about only with the help of a wheelchair or any other means and who requires assistance at all times from arrival at the airport to seating in the aircraft, or if necessary, in a special seat fitted to his/her specific needs the process being inverted at arrival. BLIND Blind DEAF Passenger who is deaf or a passenger who is deaf without speech DEAF/BLIND Blind and deaf passenger who can only move about with the help of an accompanying person. MAAS (meet and assist) All other passengers in need of special help

3 Service Standards & Performance Monitoring As per Article 6 Annex 1 of Regulation (EC) No 1107/2006 of the European Parliament and of the Council: When an air carrier or its agent or a tour operator receives a notification of the need for assistance at least 48 hours before the published departure time of the flight, it shall transmit the information concerned at least 36 hours before the published departure time for the flight However, OCS shall use best endeavours when no notification has been received from an Air Carrier to ensure all passengers are assisted in a timely manner when either boarding or dis-embarking an aircraft. For Pre-Advised Departing Passengers 90% of passengers should wait no longer than 10 minutes 95% of passengers should wait no longer than 20 minutes 100% of passengers should wait no longer than 30 minutes In this instance Pre-Advised means 36 hours prior notification For Non Pre-Advised Departing Passengers 90% of passengers should wait no longer than 25 minutes 95% of passengers should wait no longer than 35 minutes 100% of passengers should wait no longer than 45 minutes For Pre- Advised Arriving Passengers 90% of passengers will be met within 10 minutes of on chocks 95% of passengers will be met within 15 minutes of on chocks 100% of passengers will be met within 20 minutes of on chocks For Non Pre - Advised Arriving Passengers 90% of passengers will be met within 25 minutes of on chocks 95% of passengers will be met within 35 minutes of on chocks 100% of passengers will be met within 45 minutes of on chocks Disruption & Delays 100% of passengers will not be left unattended for more than 30 minutes on return to departure lounge unless otherwise agreed with that passenger

4 Performance monitoring A monthly review meeting will be held with the Birmingham Airport Contracts Manager or nominated representative and OCS Airport Services Manager or nominated representative. A monthly report will be presented by OCS giving details of but not limited to the total PRM movements for that month, a delay analysis, SLA achievement scores and an analysis of training data. Data recorded by a request for assistance by Persons with Reduced Mobility will be automatically recorded on the Inform real time system. If any area of the SLA is not met for more than 2 consecutive months and this failing is found to have been caused by conditions under OCS s control a penalty of 2% of the monthly contract value will be imposed. These monies will be retained by BIA for investment in new resources against the contract. This service level agreement is based upon the total number of PRM passenger volumes as specified in the tender documents. However, it is anticipated that the number of Persons with Reduced Mobility requiring assistance will increase as Airlines which may previously have restricted the number of passengers they carried waiver this under the new EU legislation. OCS will monitor this closely from the start of the contract and advise Birmingham Airport accordingly. At this stage OCS request a review of the SLA with Birmingham Airport. Complaints Customer complaints will be investigated within 48 hours of receipt by OCS and a full and detailed explanation will be provided. Equipment All specialist vehicles and equipment should be clean and maintained to a high standard. They will conform to all airside regulations and any other mandatory applicable standards as appropriate. Daily vehicle inspection checks will be completed for all vehicles and any defects reported. OCS shall use best endeavours to ensure that all specialist vehicles and equipment are returned to and secured at the agreed designated storage areas.

5 OCS will provide to Birmingham Airport an overview on the loss rate for wheelchairs. It is also anticipated that in the event of major equipment failure, OCS will endeavour to meet the requirements of the SLA. However, OCS would advise Birmingham Airport of this and request that the SLA be modified until such time as the equipment had been repaired and returned to service. Uniform Standards All staff shall wear uniform & PPE in accordance with the OCS Uniform Policies & Procedures.

6 ROUTE TIMES These are average timings and routes may change at any time. OCS will be able to advise you of your route details if requested. Route From Check-in desks 1 to 82 to Departure Lounge From Departure Lounge Meeting Point to Gates 40 to 68 (Note: Part of this route includes a 30 metres incline to the gates) From Check-in desks 100 to 130 to the Departure lounge Max time for slow walking pace 15 mins From Departure Lounge Meeting Point to Gates 1 to 20 (Note: Part of this route includes a 10 metres incline to the gates From Check-in desks 1 to 82 to Check-in desks 100 to 130 (Note: Part of this route includes a slight incline from the OCS Helpdesk to Check-in desks 100 to 130) 15 mins 15 mins All Check-in desks to OCS Helpdesk on the concourse (Note: Part of this route includes a slight incline from the OCS Helpdesk to Check-in desks 100 to 130) From Novotel/Etap/Ibis hotels to the OCS Helpdesk on the concourse (Note: We advise to use the pavement provided and avoid crossing the Drop and Go Car Park. Also, parts of these routes include surface changes, including inclines, Pedestrian crossing, ramp) From the Train Station to OCS Helpdesk (Note: Part of this route includes the use of the free of charge Air Link Shuttle and a lift if needed)

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