Airport Prm Services: Enhancing Accessibility And Comfort

PRM, or Passengers with Reduced Mobility, is a service provided at airports to ensure that travellers with disabilities or reduced mobility are given the necessary assistance. This can include help with boarding and disembarking the aircraft, as well as during the flight if necessary. Airlines and airports have developed policies and procedures to ensure that PRM travellers are accommodated, with many airlines offering dedicated teams, special seating arrangements, and other services to assist PRM travellers. While PRM services are complex and challenging to deliver, they are essential to ensuring that travellers with reduced mobility have equal access to air travel.

PRM services are for passengers with reduced mobility

PRM, or Passengers with Reduced Mobility, is a service provided at airports worldwide to ensure that travellers with disabilities or reduced mobility are given the necessary assistance. This assistance includes help with boarding and disembarking from the aircraft and any other support needed during the flight.

Airlines and airports have developed policies and procedures to ensure that PRM travellers can access these services. Many airlines have dedicated teams of trained personnel to assist PRM travellers. These teams can provide support not only with boarding and disembarking but also during the flight if necessary. Airlines may also offer special seating arrangements to cater to the specific needs of PRM travellers.

To avail of PRM services, passengers should contact their airline at least 48 hours before their scheduled flight to request assistance. This can be done by phone, email, or by filling out an online form. It is important to note that PRM lounge access is typically not included in PRM assistance and must be booked separately. However, some companies may offer additional services, such as a Meet and Greet service, Airport Escort, Fast Track, and VIP Terminal Access, to enhance the comfort and privacy of PRM travellers.

PRM services are complex to deliver, and providing them reliably and on time is challenging. This is due to various factors, including the need for specialised training for personnel, the potential for "no-show" passengers, and the dynamic nature of passengers' needs. Despite these challenges, PRM services are essential to ensuring that travellers with reduced mobility have equal access to air travel.

Airlines must provide assistance with boarding, disembarking, and during the flight

Airlines are legally required to provide assistance to passengers with reduced mobility (PRM) or disabilities. This includes helping with boarding, disembarking, and any other requirements during the flight. Passengers with reduced mobility are entitled to receive PRM assistance at airports worldwide.

Airlines have dedicated teams and personnel trained to assist passengers with reduced mobility or disabilities. These teams can provide assistance with boarding and deplaning, as well as during the flight if necessary. It is important for passengers to self-identify as having a disability and requiring assistance. This can be done by contacting the airline at least 48 hours before the scheduled flight. This can be done by calling the airline's customer service centre, sending an email, or filling out an online form.

Passengers with disabilities are entitled to assistance from the terminal entrance or vehicle drop-off point to the gate location, including through security checkpoints, and onto the aircraft to their seat. This also applies to connecting flights, where assistance should be provided from the gate location to the seat on the aircraft. Upon arrival, assistance should be provided from the aircraft seat through the airport to the baggage claim area, terminal entrance, or vehicle pick-up location.

Passengers with disabilities who require a wheelchair can request early boarding and assistance with long distances at the airport. They are also entitled to stay in their wheelchair until they reach the gate. Airlines should also provide assistance to passengers with vision or hearing limitations to ensure they receive important safety briefings and flight updates. Additionally, if requested, airline personnel must assist passengers with disabilities to the service animal relief area and allow them to use the bathroom on the way to their departing flight without causing unreasonable delays.

To ensure a seamless journey, some airports and airlines offer additional services for passengers with reduced mobility, such as airport lounge access, airport transportation, and fast-track services. These services provide extra comfort and privacy for passengers with reduced mobility.

Regulations and laws protect PRM travellers' rights

Passengers with Reduced Mobility (PRM) are entitled to receive special handling or PRM assistance at airports worldwide. The rights of PRM travellers are outlined in various regulations and laws, such as the European Union Regulation (EC) No 1107/2006, which sets out the responsibilities of airlines and airport operators to provide assistance. This regulation is part of a general plan to reinforce passenger rights on all forms of transport and prohibits operators from refusing reservations or boarding due to a passenger's disability. It ensures that persons with reduced mobility have opportunities for air travel comparable to those of other citizens.

The Air Carrier Access Act in the US, the Canadian Transportation Agency's regulations, and Australia's Disability Discrimination Act and Disability Standards for Accessible Public Transport, all require airlines to offer accessible services and necessary assistance. The Promotion of Equality and Prevention of Unfair Discrimination Act in South Africa, the Act on the Elimination of Discrimination Against Persons with Disabilities in Japan, and India's Rights of Persons with Disabilities Act also cover accessibility and assistance for passengers with reduced mobility.

The International Civil Aviation Organisation (ICAO) provides recommendations in its Manual on Access to Air Transport by Persons with Disabilities, influencing global standards. Airlines must provide assistance with the transport of mobility aids and ensure accessible airport facilities. Additionally, many airlines have dedicated teams and personnel trained to assist PRM travellers with boarding, disembarking, and in-flight needs. Special seating arrangements are also available to cater to their specific needs.

To avail of PRM services, passengers with reduced mobility should contact their airline or airport at least 48 hours before their scheduled flight to request assistance. This can be done through various means, such as calling the airline's customer service centre, sending an email, or filling out an online form. PRM travellers can receive a dedicated passenger service assistant to guide them through the airport and ensure a seamless experience.

Airports outsource PRM services to third-party providers

Passengers with Reduced Mobility (PRM) are entitled to receive special assistance at airports worldwide. PRM services are complex and challenging to deliver on time and within budget. As a result, many airports outsource PRM services to third-party providers.

Outsourcing allows airports to tap into the expertise of specialised providers who can manage the unique challenges of PRM services. These providers typically employ specially trained personnel who are qualified to assist PRM passengers with boarding, disembarking, and other in-flight requirements.

By outsourcing PRM services, airports can improve the overall efficiency and punctuality of flight operations. Legally, no plane can be turned around until all PRM passengers have disembarked with the assistance of qualified agents. Delays in providing this assistance can impact the airport's slot schedule and result in significant costs for airlines.

Outsourcing also helps airports address the unpredictable nature of PRM services. Many PRM passengers who request assistance during booking may not require it upon arrival, while others may show up without pre-notifying the airline. This makes it challenging for airports to accurately estimate the demand for PRM services and plan accordingly.

Third-party PRM providers bring valuable experience and resources to manage this unpredictability. They work collaboratively with airlines and airports to improve service outcomes and ensure that PRM passengers receive the assistance they need. By outsourcing PRM services, airports can enhance the travel experience for all passengers and maintain compliance with regulations protecting the rights of PRM travellers.

PRM is a complex service to deliver

PRM, or Passengers with Reduced Mobility, is a complex service to deliver. It is a vital service that ensures that passengers with disabilities or reduced mobility have the same access to air travel as everyone else. While PRM services are important, they are notoriously difficult to deliver effectively and efficiently.

One of the main challenges of providing PRM services is the lack of reliable data and information. Many large airports, particularly in Europe, struggle to provide basic SLA data that accurately reflects the PRM service they offer. This lack of data makes it difficult to determine the true cost of providing PRM services, as the number of passengers requiring assistance can vary significantly. Additionally, "no-show" passengers who request PRM assistance but do not use it can represent up to 14% of the total PRM passenger count, further complicating the process.

Another complexity of PRM services is the requirement for specially trained personnel. Legally, only qualified agents are permitted to assist PRM passengers with boarding and disembarking aircraft. This requirement can cause delays if a qualified agent is not immediately available, impacting the airline's schedule and profitability. The need for specialised training and staff also adds to the overall cost and complexity of delivering PRM services.

Furthermore, the outsourcing of services by airports and airlines can create additional challenges for PRM service delivery. While outsourcing is common practice in the aviation industry, it can lead to a lack of direct control and coordination, particularly when multiple service providers are involved. This fragmentation of services can make it difficult to ensure a seamless and consistent PRM experience for passengers.

Despite these complexities, regulations and policies exist to protect the rights of PRM travellers. The European Union Regulation (EC) No 1107/2006 outlines the responsibilities of airlines and airport operators in providing assistance to PRM passengers. Similar legislation exists in other countries, such as the Air Carrier Access Act in the US and the Disability Discrimination Act in Australia, ensuring that PRM passengers have access to the assistance they need.

Frequently asked questions