easyJet Special Assistance Advisory Group
Speaker Biograghy:
Robert is a founder of Reduced Mobility Rights Limited. He is also a member of ESAAG and Chair of the Airport Experience sub group, as well as a member of the Access to Air Travel group of the UK Civil Aviation Authority.
Day 2 - 11 March
Session:
Customer Service & Passenger Experience
16:30 - 16:55
- Delivering customer service excellence to passengers with special needs
Synopsis: As the easyJet Special Assistance Advisory Group reached its maturity, the need to facilitate dialogue between airlines and airports became one of the key objectives going forward, with focus on improving the customer experience for passengers with disabilities. The Airport Experience Working Group was formed for this scope, with its primary aim to facilitate delivering customer service excellence by introducing innovative solutions into processes and procedures related to airport assistance for passengers with special needs. Through its research and studies, AEWG also aims to resolve gaps and bottlenecks in the communication flow between airports and airlines.
Audience will learn:
- Presentation of AEWG research on measurable compliance with European legal requirments
- In-depth analysis of procedural problems currently affecting disabled passenger experience
- Innovative solutions to facilitate the dialogue between airports and airlines
Day 2 - 11 March
Session:
Customer Service & Passenger Experience
15:35 - 15:35
- Conference Chair