Course Category: Airport staff in direct contact with the travelling public – general service provision trainers.
An air transport industry specific two-day programme specifically designed for airport staff in direct contact with the travelling public in particular for general service provision trainers.
Recent introduction of European legislation on the Rights of Disabled Persons and Persons with Reduced Mobility when travelling by air (European Regulation 1107/2006, hereafter EUR 1107) and forthcoming U.S. legislation on the same subject (Air Carriers Access Act, Final Rule of 14 CFR Part 382) are imposing significant new requirements on air carriers, airports and on civil aviation authorities. Training of staff is essential to enable European airports to comply fully with the above mentioned legislation and to ensure that best practice is put in place. Quality assistance should not only comply with the requirements of the legislation, but should in particular meet the needs of all PRMs. In addition, the service should be based on the commitment of all parties involved at the airport, including all staff working with the travelling public. The latter is only achievable if all staff, including general service provision staff, are provided with well balanced training on the issues of disability awareness, disability equality, its practical approach in daily customer service to the PRM, as well as a specific ‘on the job’ training. To ensure that the training is rolled out widely, it will be necessary to offer the course on a train-the-trainer basis, so that the trainers can deliver the detailed training on a consistent basis to their fellow agents afterwards in their own airport. The course is highly participative and promotes a best practice approach for the general service provision agent towards the disabled passenger and PRM in relation to all requirements (EUR 1107 and U.S. 14 CFR Part 382).
The trainers will be provided with first-hand information to provide a quality service to the disabled passenger and PRM. The participants are invited to exchange experience among peers in a confidential environment.
The trainers will be provided with a best practice approach and first–hand information to provide a quality service to the disabled passenger and PRM within the context of the European and U.S. PRM legislation.
By the end of this course, you should have:
The trainers will be provided with a best practice approach and first–hand information to provide a quality service to the disabled passenger and PRM within the context of the European and U.S. PRM legislation.
Airport staff in direct contact with the travelling public – general service provision staff :
Comprehensive knowledge of and experience with interpretation of EUR 1107, its implementation and of 14 CFR Part 382 is not required but is an added value. Trainer skills required.