James Fremantle, Consumer Enforcement Manager, UK Civil Aviation Authority, UK

Speaker Biograghy: James is a Consumer Enforcement Manager at the UK Civil Aviation Authority, with particular responsibility for enforcement of Regulation EC1107/2006 concerning the rights of disabled people and those with reduced mobility. He has worked for the UK Civil Aviation Authority for 17 years, during which he has had a number of roles in its consumer protection division. He also has experience of working in the aviation industry, having previously worked for Qantas Airways.


Day 1 - 15 March
Session:
Ageing Population & PRMs


11:35 - 12:00 - Improving the information provided to PRMs
Synopsis: The UK Civil Aviation Authority has required major airlines and airports to improve the quality of ‘special assistance’ information available on their websites. Following an industry-wide consultation, it asked major airlines and all UK airports to ensure this information was more comprehensive, clearer to understand and displayed just one click away from their website’s homepage. It also asked that websites include a helpline number, so passengers can pre-arrange special assistance and have information on how to complain.

Audience will learn:
Day 1 - 15 March
Session:
Ageing Population & PRMs


12:00 - 13:30 - PANEL DISCUSSION: Airports and airlines coping with ever-growing demand for assistance as Regulation (EC)1107/2006 turns 10 years old
Synopsis: Presentation of the EU and international regulatory framework for air passengers, notably passengers with disabilities, how it came about and how it is applied. Discussion of challenges with application and enforcement, and practical problems in EU member states. Discussion of Commission initiatives to improve PRM passenger protection with focus on future action (accessibility, intermodal, further guidance). The experience of a long-haul operator having to comply with different legislations. An airline's unique promotion of access to air travel with ad-hoc sessions simulating enplanement and the on board experience. ACI role in creating and promoting best practice among its members. Operational and legal challenges European airports face in their day-to-day operations. The experience of ESAAG translating best practice into real enhancement of the passenger experience. The impact of user-driven advice on the operations of an LCC. Challenges PRM service providers face in their day-to-day operations, and how innovation helps them improve service quality.

Audience will learn: