Speaker Biograghy: Steven is an industry leader with a wealth of experience in the provision of services to people with reduced mobility (PRM) within Europe and globally. He has previously worked with a number of international airlines and was a Director with OCS Group UK for over 20 years. Steven is passionate about delivering the highest levels of customer service and technical expertise to all people with reduced mobility travelling through our airports.


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:

• EU PRM legislation and EU Commission initiatives
• Compliance, operational and personal challenges
• How the legal framework and innovation can improve the experience of disabled passengers