Assisted Travel, PRM (Persons with Reduced Mobility) Assistance Management Course

This course is tailored for Assisted Travel management professionals who organize and oversee passenger assistance within airport environments. Over four days of classroom-based learning, the course offers essential background knowledge, updates, and clarifications, ensuring that attendees are well-equipped to manage operations and understand the needs of passengers requiring assistance. The training covers legal aspects and includes practical case studies showcasing both good and bad practices from airports worldwide.

From understanding the financial aspects, potential operational performance improvements, your people and equipment whilst maintaining the focus on your passengers.

COURSE OUTLINE:

GOAL

To help to identify critical touchpoints, overcome operational issues and integrate the Assisted Travel/PRM assistance service with other stakeholders with respect to European and International regulations, recommendations and best practices.

COURSE OBJECTIVES

This course will include and teach you how to:

• Evaluate and interpret the detailed aspects of current Assisted Travel/PRM assistance legal and best practice documents (European, American, and global).
• Understand the quality standards of an airport, including service level agreements with third parties, data collection on PRM assistance provision, satisfaction monitoring tools, and means of monitoring on-time performance.
• Choose and evaluate best suitable equipment to manage operations.
• Calculate the PRM assistance charge (applicable in EU member States and those countries who have adapted EC 1107/2006 into the national legislation) – following main principles – cost-related, transparent.
• Comprehend the step-by-step Assisted Travel/PRM assistance stages at an airport.
• Apply and monitor training standards.
• Better appreciate the diverse and wide-ranging needs of passengers, including those with mobility, hearing, visual, cognitive impairments and wide range of non-visible disabilities.
• Recognise the value and importance of protecting and safe handling of passenger’s mobility equipment.
• Reduce passenger misunderstandings and disappointments, which often lead to formal complaints, by applying the “human factor”.
• Identify the best ways to address passenger’s complaints if they occur.
• Understand the importance of IT software systems in coordinating Assisted Travel/PRM assistance, with best practice examples.

COURSE CONTENT 

1. Legal requirements, recommendations, guidelines, and best practices for Assisted Travel/PRM assistance.
2. Interpretative guidelines for EC1107/2006 (latest edition).
3. Latest IATA publications on Assisted Travel and safe handling of passengers’ mobility aids.
4. Analysis of ECAC DOC 30, Part 1, Section 5, Annex 5-L, which includes an airport and airline assessment matrix for use by National Enforcement Bodies (NEBs).
5. Insights into the United Kingdom’s approach to harmonizing and better implementing air travel requirements for persons with disabilities and reduced mobility.
6. Insights from the ACI Airports and Persons with Disabilities Handbook 2024 and Non-Visible disabilities handbook 2023.
7. Improvements in existing operational standards and the implementation of innovative solutions.
8. Disability awareness, as prescribed in ECAC Doc 30, Part 1, Section 5, Annex 5-G.
9. Effective communication with Persons with Reduced Mobility and Persons with Disabilities.
10. Understanding the air travel journey from the perspective of a Person with Reduced Mobility or Disability.
11. Effective collaboration with other stakeholders providing Assisted Travel/PRM assistance services.

ADDITIONAL HIGHLIGHTS
How can we address the rapidly growing demand? Any bold and innovative ideas? How can we make Assisted Travel/PRM assistance more efficient? Times are changing, technologies are evolving, passenger behaviors are shifting—we must adapt! 

COURSE FORMAT
Four days’ classroom training

WHO SHOULD ATTEND
Airport Assisted Travel/PRM assistance managers
PRM assistance service providers managers
Airport terminal managers

PREREQUISITES
Good knowledge and understanding of Assisted Travel/PRM assistance operations

CERTIFICATE
A certificate will be issued upon successful completion of the final examination to those participants obtaining a grade of 80% or higher.