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TRAINING COURSE

Inspection and Auditing of Assisted travel (PRM Assistance) for CAA/NEB Staff

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. 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.

Learning Objectives

By the end of this course, you should have:

  • 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

Essential:

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