Passenger assistance and passengers with reduced mobility (PRM) service
We work in consultation with disability and charity groups, and users of the service in order to develop our services and continue to improve the passenger experience. We work in partnership with airports and airlines to deliver award winning services and innovation.
In partnership with Gatwick airport, we were awarded the Dementia Innovative Award 2016 for our hidden disability lanyard initiative, and helped Gatwick Airport achieve an Autism Friendly Award in 2016. Our report on disabled passengers’ air travel experiences, ‘Challenging for Change’, has highlighted challenges and identified improvements that can be made.
In addition, in New Zealand, our PRM Ambassador, Dylan Alcott, conducts mystery shopper research and provides recommendations to airlines and airports. As a result, we are making changes to our service provision that directly and positively impact the customer experience.