Service Blueprint Passengers with Reduced Mobility
1
Front office Current Customer XP Customer Activities Back Office Information flow Service Blueprint Passengers with Reduced Mobility Service Blueprint Passengers with Reduced Mobility Reservation Landside Airside Inflight Arrival Looking for information Booking Confirmation Travel to airport Check-in Assist Assist Axxicom desk Premium PRMs Security Pre-boarding PRM info Help if needed Deboarding + info Transfer Lugage Travel from airport Cygnific Axxicom Travel Agent Spl facilities KLM.com Cygnific Travel Agent KLM.com KLM Pax Serv KLM lounge agent KLM Inflight Cygnific Axxicom Axxicom Desk Travel Agent Spl Odd Size Spl PRM parking Spl PRM facilities KLM.com Check-in Agent Spec Res Axxicom Travel Agent KLM Ground Business 2 TA Spec Res Axxicom Travel Agent KLM Reservations Ground Ground Wheelchair handling Business 2 TA PNR AgentConnect SSR PAL/CAL/PSN KLM HCC KLM HCC Assistance KLM Inflight KLM Boarding agent KLM Lounge agent Axxicom Everybody who has requested a special service (SSR) needs to check in at a manned desk at AAS. This means that no PRM is able to check in online or at a kiosk. The reason for this is that KLM wants to double check whether a person really needs the requested assistance. When this is still the case, the PRM is referred to the assistance desk, where the PRM needs to ‘check in’ again. Most of the entrances of AAS contain an assistance pole. A pole with an intercom system, directly connected to Axxicom. When a PRM uses one, within 30 minutes a personal attendant will be there. bellen! Luggage and Wheelchair handling Gate Delivery Feedback , Complaints and Recovery Either online, by phone or via a travel agency, feedback and comlaints will reach Cygnific, who will pass it through to customer care. When complaints show up more frequently, customer care informs marketing about the situation. When the comlaint concerns the travel agency, Cygnific will pass this through to them. The outcome of every reservation is the same. The passenger receives a ticket, and KLM receives a Passenger Name Record (PNR). When the PNR is finished, a Special Service can be Requested: SSR. SSR’s are getting treated by Cygnific’s Special Reservations department When a SSR is approved, this will be noted into the PNR When an SSR is approved, this will be mentioned to Axxicom. In Axxicoms sched- ule, a ‘possible task’ appears. SSR < 48h 40% PAL: 48h CAL: 24: PSN: 90m Change? Change . PSN received ? SSR 60% Approved = PAL PNR Approved or Denied? Its KLM’s job to keep travel agencies informed about the regulations and actualities regarding the PRM service. One of the communication channels between KLM and their TA’s is the data source AGENTconnect. When a TA needs extra help they can turn to Cygnifics Business 2 Trade department, which is specialized in supporting TA’s We don’t get any feedback about our booking and our special service request. Why do we have to call KLM cares ourselves? Schiphol has too many rules and regulations, while a PRM needs some extra freedom to make travel comfortable. Work with me, not against me! Check-in KLM employee: I am sorry but I can’t see anything about special assistance in our system… So much effort to arrange everything and somehow it didn’t come through, why is this possible? Especially in places like this, PRM feel different. The security employees don’t take time for some extra attention. That leads to frustrations. Good day, KLM reservations speaking, How may I help you? ` Online Booking via computer, tablet or app. Assistance + - + - + - When somebody checks in at the check-in desk, the ‘possible task’ will be switched into a ‘task’. These tasks will be automatically scheduled. change The Gate Agent will receive a confirmation of the PRM’s attendance at AAS. The GA will confirm every PRM that is entering the gate. When the crew arrives, the GA hands over an overview of thes pecial passengers on this flight. The Crew then knows how many PRMs will travel with them. Two different HCC sections have a connection with PRM: the flight watch and the duty gate manager. Flightwatch is in direct contact with pilots. It often happens that the crew changes a PRM’s code. These data is transmitted towards HCC’s flightwatch, which makes sure the adaption reaches Axxicom. The duty gate manager is the connector between all personnel in the gate. When a flight will be ten minutes delayed, the duty gate manager passes this info to Axxicom so they can adjust their schedule. Making a booking is easy… but then: How do I know that KLM understands my personal wishes? With every booking KLM needs information they already know about me I am prepared to share all of my data when it is going to make things more comfortable for me, so ask me, and do something with it! Sitting comfortable costs extra, not every PRM can afford that. My son books my ticket, i don’t know how computers work I can’t find any handicapped parking lots... Assistance that starts at the parking lot is always great when they are on time. Why do I have to pass the check in desk, this can take hours! If a PRM checks a wheelchair in at the odd-size luggage, the ground employees don’t help at all. The Security Is not aware of the situation. Some- times they ask a PRM to step out of his wheelchair so they can check the seating for prohibited goods. Feeling that KLM doesn’t understand what it is like to be a PRM. Information is available after a lot of searching, calling and double checking. And even worse, sometimes they don’t ask it but start searching by feeling under their seat… no respect for the PRM privacy I’m getting dumped in this unpleasant waiting room. No coffee, no tea, nothing to read... I am very afraid they are forgetting me I would like to visist the new Crown Lounge! Unfortunately there is not enough time to do that... I would like to visist the new Crown Lounge! Unfortunately there is not enough time to do that... Seating cushion can be replaced by a wheelchair cushion, the crew doesn’t know that. For a PRM this can make the trip a lot more comfortable Pre-Boarding is very nice. PRMs get the chance to take the time they need to get in their seat. Getting out of your own wheelchair is like losing your legs; a total loss of control And on top of that, there is the fear of your wheel- chair getting lost or broken How do I know for sure that my wheelchair is loaded (properly)? Is there anybody who can confirm this to me before we depart? Even though you get extra time, getting out of your own wheelchair remains very uncomfortable. When staff doesn’t handle the PRMs with the right care, a PRM feels like a piece of luggage, or like being planted on a seat instead of being assisted into a seat. PRM that carry the WCHC code cannot choose a seat. While some prefer to sit next to the window, so neighbors don’t have to climb over them to get in the alley, and others prefer to sit next to the alley so they can more easily visit the toilet. Why is the seat decided by KLM? Staff often acts nervous around PRM. Staff is often restrained from offering a service because all of KLM’s rules and regulations (helping with diner for instance) The one doesn’t dare to ask something about a PRM’s capabilities, and another asks really imperti- nent questions (are you wearing a diaper?) Some PRM don’t drink at all since they may not be assisted by KLM staff on the toilet. PRM has to wait a long time (some PRMs haven’t been to a toilet for 12 hours) Afraid of what your wheelchair looks like Waiting waiting waiting. I cant even store my luggage for a while so i can take walk / borrow a wheelchair . Maybe somebody could assist me for an hour of shopping? Outstation staff is often worse informed about the situation than Schiphol staff. If everything went ok: happy and carefree going home If something broke down: who is legally responsible?
Transcript of Service Blueprint Passengers with Reduced Mobility
Front o�ce
Current Customer XP
Customer Activities
Back O�ce
Information �ow
Service Blueprint Passengers with Reduced MobilityService Blueprint Passengers with Reduced MobilityReservation Landside Airside In�ight Arrival
Looking for information Booking Con�rmation Travel to airport Check-in Assist Assist Axxicom desk Premium PRMs Security Pre-boarding PRM info Help if needed Deboarding + info Transfer Lugage Travel from airport
Cygni�c
Axxicom
Travel Agent
Spl facilities
KLM.com
Cygni�c
Travel Agent
KLM.com
KLM Pax Serv KLM lounge agent
KLM In�ight
Cygni�c
Axxicom Axxicom Desk
Travel Agent
Spl Odd SizeSpl PRM parking Spl PRM facilities
KLM.com
Check-in Agent
Spec Res
Axxicom
Travel Agent
KLM
Ground
Business 2 TA
Spec Res
Axxicom
Travel Agent
KLM Reservations
Ground Ground Wheelchair handling
Business 2 TA
PNR
AgentConnect
SSR
PAL/CAL/PSN
KLM HCC KLM HCC
Assistance
KLM In�ight
KLM Boarding agentKLM Lounge agent
Axxicom
Everybody who has requested a special service (SSR) needs to check in at a manned desk at AAS. This means that no PRM is able to check in online or at a kiosk. The reason for this is that KLM wants to double check whether a person really needs the requested assistance. When this is still the case, the PRM is referred to the assistance desk, where the PRM needs to ‘check in’ again.
Most of the entrances of AAS contain an assistance pole. A pole with an intercom system, directly connected to Axxicom. When a PRM uses one, within 30 minutes a personal attendant will be there.
bellen!
Luggage and Wheelchair handlingGate Delivery
Feedback , Complaints and Recovery
Either online, by phone or via a travel agency, feedback and comlaints will reach Cygni�c, who will pass it through to customer care. When complaints show up more frequently, customer care informs marketing about the situation.
When the comlaint concerns the travel agency, Cygni�c will pass this through to them.
The outcome of every reservation is the same. The passenger receives a ticket, and KLM receives a Passenger Name Record (PNR). When the PNR is �nished, a Special Service can be Requested: SSR.
SSR’s are getting treated by Cygni�c’s Special Reservations department
When a SSR is approved, this will be noted into the PNR
When an SSR is approved, this will be mentioned to Axxicom. In Axxicoms sched-ule, a ‘possible task’ appears.
SSR < 48h 40%
PAL: 48h
CAL: 24:
PSN: 90m
Change?
Change . PSN received ?
SSR 60%
Approved = PALPNR
Approved or Denied?
Its KLM’s job to keep travel agencies informed about the regulations and actualities regarding the PRM service. One of the communication channels between KLM and their TA’s is the data source AGENTconnect.When a TA needs extra help they can turn to Cygni�cs Business 2 Trade department, which is specialized in supporting TA’s
We don’t get any feedback about our booking and our special service request.
Why do we have to call KLM cares ourselves?
Schiphol has too many rules and regulations, while a PRM needs some extra freedom to make travel comfortable. Work with me, not against me!
Check-in KLM employee: I am sorry but I can’t see anything about special assistance in our system…
So much e�ort to arrange everything and somehow it didn’t come through, why is this possible?
Especially in places like this, PRM feel di�erent. The security employees don’t take time for some extra attention. That leads to frustrations.
Good day, KLM reservations speaking,
How may I help you? `
Online Booking via computer, tablet or app.
Assistance
+
-+
-
+
-
When somebody checks in at the check-in desk, the ‘possible task’ will be switched into a ‘task’. These tasks will be automatically scheduled.
change
The Gate Agent will receive a con�rmation of the PRM’s attendance at AAS. The GA will con�rm every PRM that is entering the gate. When the crew arrives, the GA hands over an overview of thes pecial passengers on this �ight. The Crew then knows how many PRMs will travel with them.
Two di�erent HCC sections have a connection with PRM: the �ight watch and the duty gate manager.
Flightwatch is in direct contact with pilots. It often happens that the crew changes a PRM’s code. These data is transmitted towards HCC’s �ightwatch, which makes sure the adaption reaches Axxicom.
The duty gate manager is the connector between all personnel in the gate. When a �ight will be ten minutes delayed, the duty gate manager passes this info to Axxicom so they can adjust their schedule.
Making a booking is easy… but then:
How do I know that KLM understands my personal wishes?
With every booking KLM needs information they already know about me
I am prepared to share all of my data when it is going to make things more comfortable for me, so ask me, and do something with it!
Sitting comfortable costs extra, not every PRM can a�ord that.
My son books my ticket, i don’t know how computers work
I can’t �nd any handicapped parking lots...
Assistance that starts at the parking lot is always great when they are on time.
Why do I have to pass the check in desk, this can take hours!
If a PRM checks a wheelchair in at the odd-size luggage, the ground employees don’t help at all.
The Security Is not aware of the situation. Some-times they ask a PRM to step out of his wheelchair so they can check the seating for prohibited goods.
Feeling that KLM doesn’t understand what it is like to be a PRM.Information is available after a lot of searching, calling and double checking.
And even worse, sometimes they don’t ask it but start searching by feeling under their seat… no respect for the PRM privacy
I’m getting dumped in this unpleasant waiting room. No co�ee, no tea, nothing to read... I am very afraid they are forgetting me
I would like to visist the new Crown Lounge!
Unfortunately there is not enough time to do that...
I would like to visist the new Crown Lounge!
Unfortunately there is not enough time to do that...
Seating cushion can be replaced by a wheelchair cushion, the crew doesn’t know that. For a PRM this can make the trip a lot more comfortable
Pre-Boarding is very nice. PRMs get the chance to take the time they need to get in their seat.
Getting out of your own wheelchair is like losing your legs; a total loss of control
And on top of that, there is the fear of your wheel-chair getting lost or broken
How do I know for sure that my wheelchair is loaded (properly)? Is there anybody who can con�rm this to me before we depart?
Even though you get extra time, getting out of your own wheelchair remains very uncomfortable. When sta� doesn’t handle the PRMs with the right care, a PRM feels like a piece of luggage, or like being planted on a seat instead of being assisted into a seat.
PRM that carry the WCHC code cannot choose a seat. While some prefer to sit next to the window, so neighbors don’t have to climb over them to get in the alley, and others prefer to sit next to the alley so they can more easily visit the toilet.
Why is the seat decided by KLM?
Sta� often acts nervous around PRM.
Sta� is often restrained from o�ering a service because all of KLM’s rules and regulations (helping with diner for instance)
The one doesn’t dare to ask something about a PRM’s capabilities, and another asks really imperti-nent questions (are you wearing a diaper?)
Some PRM don’t drink at all since they may not be assisted by KLM sta� on the toilet.
PRM has to wait a long time (some PRMs haven’t been to a toilet for 12 hours)
Afraid of what your wheelchair looks like
Waiting waiting waiting.
I cant even store my luggage for a while so i can take walk / borrow a wheelchair .
Maybe somebody could assist me for an hour of shopping?
Outstation sta� is often worse informed about the situation than Schiphol sta�.
If everything went ok: happy and carefree going home
If something broke down: who is legally responsible?
