1 - OVERVIEW ACTIONS Andy Wright and Phil Holder welcomed the group. The intention is for the Consultative Committee to meet twice yearly.

Transcription

1 SPECIAL ASSISTANCE CONSULTATIVE COMMITTEE MEETING Friday 26 th January 2018 ATTENDEES Andy Wright, Bristl Airprt s Special Assistance Ambassadr (Chair) Phil Hlder, Head f Operatins Supprt, BRS Lisa Wildbld, PA, BRS Tm McEwen, Custmer Experience Manager, BRS Lisa French, Airprt Duty Manager, BRS Mark Herbert, Planning Manager, BRS Rachel Seward, Chair, Airprt Operatrs Cmmittee, BRS Sue Watsn, OCS Cnsultant Mick Cnnelly, Head f Training, OCS Duncan Lwe, Airprt Services Manager, OCS Leigh-Anne Brkar, Custmer Services Manager, OCS Tny Hall, Dementia Actin Alliances, Suth Adam Michallat-Cx, Trustee Bristl Dementia Actin Alliance Sharn Cper, Services Manager, Alzheimer s Sciety, Bristl Grdn Richardsn BDEF, Bristl Mark Williams, BDEF Sarah Miller, Service Develpment Manager, Bristl Strke Assciatin Neil Hwe, Cmmunity Engagement Officer, Guide Dgs fr the Blind (Suth West) Kinny Chinangwa, Develpment Manager, WECIL 1 - OVERVIEW ACTIONS Andy Wright and Phil Hlder welcmed the grup. The intentin is fr the Cnsultative Cmmittee t meet twice yearly. 2 OVERVIEW OF THE AIRPORT S PROPOSED MASTER PLAN (Mark Herbert, Planning Manager, BRS Mark Herbert circulated the Airprt s Public Cnsultatin dcument. This is a high level strategy dcument utlining the Airprt s future expansin plans. The deadline fr respnses is midnight tday, 26 th January and the Grup were encuraged t prvide feedback. A further cnsultatin will take place during April/May where mre detail and clarity f the preferred ptins will be available. MH will prvide an update at the next meeting. The Cnsultative Cmmittee will be cnsulted n infrastructure preferences, specifically regarding accessibility and mvement within the Terminal. ALL MH/ALL 3 - ACTIONS POINTS FROM PREVIOUS COMMITTEE MEETING (Phil Hlder) Bristl Airprt airlines, PRM seating plicy

2 Rachel Seward cnfirmed that EZY des nt have a specific seating plicy fr passengers requiring special assistance and that a cmmn sense apprach is applied. It des, hwever, require that seating at emergency exits is kept fr physically fit passengers and that the windw seat is preferred ptin fr special assistance passengers purely due t evacuatin prcedures. agreed t ascertain and circulate the prcedures f the ther airlines perating ut f BRS. Inductin lp installatin update cnfirmed that, fllwing a site wide survey, the Airprt has updated its hearing lp prvisin thrughut the Terminal. Sme f the Retail utlets d nt have this facility but unfrtunately this falls ut f the respnsibility f the Airprt Authrity. will raise with BRS cmmercial department t see if there are ptins t influence the retailers. Gluten-free and fd intlerance catering prvisins cnfirmed that SSP, the leading peratr f fd and beverage at BRS, des cater fr passengers with fd intlerance issues within its utlets. 4 - OCS SERVICE UPDATE (DL, OCS) DL explained the backgrund and histry f OCS. OCS perates at BRS, Birmingham, Manchester, Glasgw, Gatwick and Belfast Internatinal in the UK and Dublin, Crk, Berlin and Sydney airprts. See extract belw: In 2017, OCS assisted ver 91,000 Passengers with reduced mbility and hidden disabilities thrugh Bristl Airprt, up frm 82,000 in We have ver 70 staff wrking under the Bristl Airprt cntract in a range f rles, Management, Cntrllers, Ambilift drivers, Minibus drivers, Custmer care agents, Receptin Desk hsts and Administratin. We have ver 55 wheelchairs, 3 Ambilifts, 3 Minibuses, 3 Aviramps, 5 Aisle chairs, 1 Stair Climber, 1 Pr Mve sling and a range f ther equipment. Our busiest mnths are May, June, September, Octber and we are als extremely busy ver the Christmas perid. We have an average increase each mnth f 11%, September 2017 saw a recrd 11,652 passengers assisted thrugh Bristl Airprt in a single mnth. A passenger requiring assistance will generally bk it thrugh their airline in advance, (Pre-advised), apprximately 80% f BRS passengers pre advise, 20% will request assistance less than 36 hurs befre travel r ask fr help n the day f travel (Nn-advised). Apprximately 36 hurs befre the flight the airline will send thrugh the details f the assistance required t us. Our in huse system GHDS will register the passengers by flight, date and name and with any ther infrmatin we require such as assistance type WCHC, WCHS, WCHR, MAAS, BLND, DEAF, DPNA On arrival at the airprt, the passenger will attend ur Special Assistance desk and OCS staff will ask a number f related questins t establish the

3 requirements n the day, a passengers cnditin r hw they feel can change daily and may have dne s frm when they first bked. Once checked in staff will assist thrugh security and t the departure lunge if required (Several passengers prefer t make their wn way). Passengers will attend the airside assistance desk where a barding time will be given. Once ready t bard, passengers will usually be assisted n t a cmpany vehicle and driven t the aircraft where passprts and barding cards are checked and passengers assisted n t the aircraft, depending n passenger requirements this maybe using aircraft steps, Ambilift, Aviramp r Stair Climber. Fr arriving passengers the OCS team will meet the aircraft with the required equipment and assist passengers frm it, back t the terminal, thrugh immigratin, baggage hall and n t their pint f exit. Recent awards & achievements Business Prfessinal Award Bristl Autism Supprt, Dec 2016 Health & Safety Award OCS Grup Annual Awards, July 2017 Autism Friendly Status Award Natinal Autistic Sciety, January 2018 Dementia Friends 15 staff cmpleted curse with Bristl Dementia Actin Alliance, January (Plan fr all OCS staff t cmplete in 2018) 5 HOW DO WE QUANTIFY A PRM S AIRPORT EXPERIENCE? (AW) Hw CAA measure success i.e SLA results/passenger surveys/cmmunity engagement? OCS s perfrmance is measured each mnth by a Service Level Agreement with the Airprt and against CAA targets. As an example, December 2017 s perfrmance shwed: 7% Grwth in assistance passengers 10% Reductin in delays 85% f arriving aircraft met within 5 mins f blcking (CAA Target is 80%) 99% f departing passengers assisted within 10 mins (CAA Target is 80%) Cmplaints dwn 56% 55 OCS Passenger surveys cmpleted (Airprt Target 30) 37 Aircraft Turnarund Audits cmpleted (Airprt Target 30) 82% passenger satisfactin with Happy r Nt system (Airprt Target 80%) BRS has recently had a very successful audit undertaken by the CAA. The CAA has expressed that it will nt need t return t undertake anther audit fr three years. Rachel Seward advised that EZY undertake an audit f OCS twice yearly and audit reprts are very psitive. It was agreed that the CAA Survey Mnkey questinnaire is unppular amngst many passengers requiring Special Assistance. Unfrtunately, this survey is utilised by the CAA as a means f measuring passenger experience.

4 6 - INFRASTRUCTURE: t include parking, help pints, lunges, maps, wayfinding & Signage (ALL) It was agreed t cver this in detail at the next meeting due t time cnstraints. Hwever the fllwing was nted: Difficulty fr visually impaired passengers keeping up t date with barding prcess due t Silent Airprt plicy Difficulty fr visually impaired passengers t enjy airprt retail and catering experience due t lack f supprt. reprted that WDF retailer is cnsidering emplyee staff t prvide assistance. Tileting facilities clser t gates Better lcks n accessible tilets 7 - WEBSITE: prgress t date, wrk t dne and discuss PRM Jurney dwnlad (ALL) Discussin t place n the PRM Jurney dwnlad available n the website. The Grup cncluded that the dcument is far t lng, t detailed and t cmplicated. It was agreed that Mick, OCS will review this and simplify the phraselgy, review the phtgraphs and captins n phtgraphs and prduce a much simplified versin fr review. Mick t send t Mark Williams and Grdn fr cmment nce cmplete. MC Gd prgress has been made n the website. Due t lack f time, additinal wrk t be undertaken will take place at the next meeting. 8 TRAINING (Mick Cnnlly, OCS) OCS prvides cmprehensive training t its staff cvering all types f special assistance requirements. The OCS training team are cnstantly reviewing and develping apprpriate training by talking t passengers and taking n bard their feedback. OCS ften invite guest speakers wh require special assistance t take part in training frums and give hnest feedback and learning pints resulting frm their experiences. The questin was raised ver what levels f training are prvided regarding passengers with mental health issues. Mick cnfirmed that this frms part f the OCS training package but that there is rm fr further develpment. Discussin tk place n the imprtance f training OCS staff and Grund Handlers n the crucial apprpriate handling f different types f wheelchairs. Several members f the grup highlighted issues they ve experienced at ther airprts whereby wheelchairs have been damaged whilst transiting n aircraft. OCS and EZY cnfirmed that it passes nt the Grund Handlers individual wheelchair specificatins and securing prcedures. It was agreed t invite a member f Swissprt t the next meeting. 9 - LANYARD AND DISABILITY ASSISTANCE CARD: prgress and take up t date (OCS)

5 During 2017, there was a 65% increase in hidden disability passengers using OCS s service at Bristl airprt. DL reprted that in April 2017, OCS launched its Hidden Disability initiative designed t make travelling thrugh the airprt less stressful fr thse travelling with a hidden disability, and t help and supprt anyne wh may be travelling with them. Passengers have the ptin t use a hidden disability lanyard r discreet card which is recgnised by staff frm all Business Partners. A dwnladable and interactive bklet and vide is available n the Airprt website. NB: the Grup requested that minr amends are made t the bklet; reference t Air hstess, phtgraph f German and US passprt, male t female pat dwn, cntext f bklet aimed at passenger switches t Meeter and Greeter etc. OCS t review. dl An awareness scheme was launched (and is nging) fr current and new Business Partner staff with additinal training fr OCS and Bristl Airprt Custmer Experience teams. Tny Hall circulated a draft leaflet entitled Need help at the Airprt aimed fr passengers with nn-visual disabilities, as well as visual nes, that explains the prcess and lanyard scheme. The Grup was asked t feedback t Tny any cmments n its cntent. ALL 10 - AOB Bristl Dementia Actin Alliance circulated a leaflet it has prduced fr First Bus passengers requiring assistance, alng with a Safe Jurney and Better Jurney card that describe simple messages t alert the driver t a passengers special requirements. Grdn Richardsn circulated the Bristl Disabled Peple s Manifest and requested that the Airprt cnsiders signing up t the manifest. Further cpies are available thrugh Grdn 11 DATE OF NEXT MEETING July/August 2018 LW/AW t identify suitable date. AW/LW