28.7.2008
New service scheme launched for passengers with reduced mobility

In future, passengers with reduced mobility (PRMs) can get assistance all the way through the airport from their point of arrival, i.e. by the metro, railway station or carpark, until they are seated on board the aircraft or vice-versa.  According to the first users of the service it makes them feel secure to know that professional assistance is available at all European airports to assist them with check-in and their baggage, both on departure and arrival.

Copenhagen Airport’s new service for PRMs came into force at midnight on 26 July. The new service was launched to comply with new regulatory requirements following an EU resolution requiring all European Airports to implement a standardised service scheme for disabled travellers. As has been the case so far, the cost of the service is included in the ticket price.

Convenient facilities

One of the first users of the new service was Mrs. Mårtensson of Gothenburg, Sweden.  “Knowing that I can get help to get through the airports makes me feel more secure as distances are often long at airports. Moreover, it is nice that there are comfortable and quiet facilities where I can wait until it is time for my flight to depart,” Mrs. Mårtensson commented.

Prior to the launch of the new service scheme, many working hours were spent on talks between Copenhagen Airport, the Disabled Peoples Organisations in Denmark, the airlines and Falck, all of whom have made recommendations for the new disability service. Falck is the service provider and will ensure that the approximately 100,000 PRMs travelling through Copenhagen Airport per year get comfortable and flexible assistance while they are at the airport.
 
Trained to provide good service
The approximately 80 employees at the Falck station at Copenhagen Airport have been specially trained to provide assistance under the scheme. Most of the staff has a background in the healthcare sector, and prior to the start-up of the service they have taken courses in areas such as patient transport, transport of PRMs and driving in the airport area. The disability organisations have also provided guidance to the staff on how best to assist persons with a disability. 

“All our employees have received theoretical and practical training in the special processes that apply at the airport. This also included getting to know the airport area. In addition, we have all received training in using transport equipment and the IT equipment that has been specially developed to coordinate bookings and resources at airports,” said Pernille Hvolbøl, Falck’s station manager.  

The Assistance Centre, located in the Transfer Centre in the airport’s transit area, is a busy place. It is the core of Copenhagen Airport’s disability service. One of the tasks of the Assistance Centre is to collect and coordinate all advance bookings by PRMs. The Assistance Centre concurrently acts as a waiting room for PRMs in transit or waiting for assistance. 

A professional service provider
Copenhagen Airport has also been looking forward to the start-up of the airport’s new service scheme which is designed to ensure that PRMs have the same chance of travelling as all other persons.

“In close collaboration with the Disabled Peoples Organisations in Denmark we have developed a service which meets the regulatory requirements and ensures that travellers get good service. Falck has been off to a good start as the service provider and I am very satisfied with their professionalism and their high level of service,” said Henrik Peter Jørgensen, COO of Copenhagen Airports A/S.