Persons with Reduced MobilityA Tour Operator & Travel Agent Perspective

Eddie Redfern FCILT MRAeSHead of Regulatory Affairs (Aviation)

31 March 2009 - Sofia

Who are we?

With over 200 brands operating across six continents we are one of the worlds biggest leisure travel companies. Our 50,000 colleagues aim to make travel experiences special for all our customers, wherever they come from and wherever they want to travel. From action filled trips such as spring breaks for US students or climbing in the Himalayas to lying on a sunbed by the pool (while we entertain the kids!), we offer a huge range of products across a wide range of destinations.We are a global company but we never forget that each one of us and our customers is an individual.

Persons With Reduced Mobility

What is different in the EU 1107/2006 regulation?

Requirements that apply to tour operators?

What are the challenges?

What is Different?

The definition of a PRM ‘disabled person’ or ‘person with reduced

mobility’ means any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, and or any cause of disability, or age, and whose situation needs appropriate attention and the adaption to his or her particular needs of the service made available to all passengers.

What this means in practice. Broader scope than the industry

traditionally thinks.

What is Different

Responsibility for provision of assistance at an airport

Has moved to airports Commercial tensions between Customer and Tour

Operator/Travel agent the airline and the airport

The Tour Operator / Travel Agent has additional legal responsibilities

Not to refuse a reservation on the grounds of disability or reduced mobility

Provision of essential information to PRM Provision of information to the Tour Operator/ Airline The way complaints might be dealt with

The Consumer has a legal responsibility To provide advanced information

Provision of Information

Provision of essential information to PRM How can this be achieved?

Web / Braille / Voice Are there alternative ways to communicate

Teletext / audio visual phones Describe brochure

Provision of information and PRM needs to the Tour Operator Airline, prior to 36 Hours to departure.

How? What format? What is required? Recorded telephone message Web bookings Agent Check-list

Provision of Information

How are complaints dealt with? Referred to Airport / Airline Tour Operator / Travel

Agent / NEB Debate in the UK

Who has the contractual liability? Airline Tour Operator – EU Package Travel

Directive Balanced with the need to learn from

mistakes

Provision of Information

The Consumer Has a duty to notify their needs

Service is guaranteed No Notice = Best endeavours

What are the Challenges

Training to encompass the wider definition of PRM’s Notification of the needs by the PRM

Asking the right questions ABTA check-list

Notification to Tour Operators and Airlines No standard IT system for retail / tour ops to

Airlines UK <30% July 2008; >65% Feb 2009

The use of standardised IATA messages Entrenched views e.g WCHR vs WCHC MAAS vs DPNA

The need for a standardised training package within the industry

Disability Awareness Disability Equality Refresher Training

ABTA Check-sheet

B GENERAL INFORMATION ABOUT YOU How would you describe your disability? If you feel it may be helpful, please give us a

name or, if relevant, the medical term for your disability.

C GETTING AROUND>1. Can you walk more than 500 metres without

assistance? Yes No

ABTA Check-list continued >3. Do you use or need a wheelchair when

travelling? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Yes No

If No, please go to question 5. If Yes, will you be taking your own wheelchair?. . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Yes No If No, please go to question 4. 3(a) Is it battery powered? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Yes No If the airline doesn’t ask for this information you should tell

them anyway.They need to know the type of battery that’s fitted to the wheelchair to ensure the safety of the flight.You should remove the control box from the wheelchair and carry it in your hand luggage to avoid any risk of it being lost or damaged.

3(b) If Yes, is it: Dry Cell . . . . . Yes No ii) Wet Cell . . . . . . . . . . . . . . . . Yes No 3(c) Does it fold up?. . . . . . . . . . Yes No

ABTA Check-list continued

4. Do you need to borrow a wheelchair to and from the aircraft? . . . . . . . . . . . . . . . . . . . . . . . . Yes NoPlease ask your travel company for details about how they can ensure this is ready for you at the airport.

>5. Can you walk up and down the aircraft steps without assistance? . . . . . . . . . . . . . . . . . . . . Yes NoPlease be aware, these steps can be steep with narrow treads.

>6. Do you require a wheelchair to visit the WC on board the aircraft?. . . . . . . . . . . . . . . . . . . . Yes NoThere are a number of activities that cabin crew can’t assist you with. So, if you’re unable to do these on your own,you may be required to travel with a companion who can help you – see question E2.

Resort & Transfer Questions

ABTA checklist continued

D GETTING ACCESS TO INFORMATION Would it be difficult for you to see or hear or understand

important information – for example, flight departure information or information

about what to do in an emergency? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . .Yes No For example, some routine flight departure information may

not be announced over loudspeakers and may only appear on a television screen; and on some planes the

in-flight safety card or demonstration may not be accompanied by a full spoken explanation. If Yes, in what alternative format would you prefer to receive

printed or visual information?

ABTA Check-list Continued

TRAVELLING ON AN AIRCRAFT, COACH, FERRY, OR CRUISE SHIP1. Are you travelling with someone who’ll provide all the assistance youneed in getting around, and in and out of buildings, aircraft, coaches etc? 2. On an aircraft can you do the following without assistance:

If you’re travelling with people who can and will provide the assistance you need there may be no need to notify anybody, but it’s important to bear in mind that if you need assistance in doing any of the following, the airline will insist on you travelling with a companion who can provide this assistance for you.

Breathe without supplementary oxygen . . . . . . . . . .. . . . . . . . .Yes No Feed yourself . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Yes No Use the toilet facilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Yes No Lift yourself in and out of your seat . . . . . . . . . . . . . . . . . . . . . . Yes No Administer your own medication . . . . . . . . . . . . . . . . . . . . . . . . Yes No Escape from the aircraft in an emergency . . . . . . . . . . . . . . . . . .Yes

No If the answer is No to any of these, will you be travelling with someone

who can help you in those situations? . . . . . . . . . . . . . . .Yes No

Any Questions

Any Questions?