2. Short Video
Short video explaining the problem for the passenger
and how Able2fly will make pre-notification easier and
improve their chances of receiving the exact
assistance they require… follow this link
http://www.youtube.com/watch?v=D5LY_qQpEAs
3. PRM’s
A simple process but everyone seems to have problems
The
Passenger
The Service
Provider
• I Can’t find information on
website (airline/airport)
• Telephone calls time/cost
• Why must I repeat the
process for each journey?
• Why did they lose the
information I gave on the
phone
• Special Codes – I don’t
know about codes!
• Look at these forms they
want me to fill in – again!
• How can we plan if we
don’t know who’s coming
and when?
• We get lists from the
airlines but often the
passenger needs are
different
• We have SLA’s to meet but
not enough staff
• We can cope with the odd
person not booked, but
not half of them!
The
Airline
• We pay a fortune for the
PRM service and all we get
is complaints
• The airport gave bad
service but we get the bad
press coverage
• We pass on every request
we receive yet the airport
still complain about lack of
pre-notification
• The Airport has a PRM
problem but it’s us who
have delays and must pay
compensation
4. The PRM Challenges facing the industry
Information Failures
If the passenger data is missing,
inaccurate or badly communicated
the planning goes wrong, extra
costs incurred and service suffers
No Pre-notification
Lack of knowledge, apathy, difficulty encountered, local regulations,
Lack of Communication
The information isn’t sent, goes missing,
Wrong Information
The passenger notifies but the details arriving at the Service provider are wrong
No Information
The passenger fails to pre-notify their assistance needs due to
- apathy,
Average pre-notification needs to
reach 85% before 95% accurate
resource planning can be achieved.
5. Reduce Information Failures
Failure type
Examples
Able2fly solution
No pre-notification
Passenger unaware (of need to pre-notify)
Simple online system for passenger
Interface with booking systems
Become “trusted” booking partner
Retained data simplifies process
Better information better service
Feedback facility to engage passenger
Difficult process (cost, time)
Poor previous experience (waste of time)
Wrong information
Incorrect details (human/clerical error)
Details wrongly interpreted (confusing
systems/forms, terminology,)
Lack of details (not asked or no facility)
Details lost (standard codes, abbreviations)
Communication
At source (lost, not sent)
In transit (mix of electronic/paper systems)
At recipient (planning error, Shift handover,)
Passenger controls own data
Written/electronic data communication
Email Confirmation to all parties
Additional narrative fields available
Details available for recall/
Direct interface between systems can
reduce risk of human error
A2F systematically checks for confirmation
of receipt
6. The PRM Challenges facing the industry
Information Failures
If the passenger data is missing,
inaccurate or badly communicated
the planning goes wrong, extra
costs incurred and service suffers
Other External and Internal Issues
Increasing number of PRMs
Ageing demographic, Legislation, Passenger Awareness
Overall cost is increasing
Increasing complexity of needs, increasing volumes, inflationary wage pressure
Airline dissatisfaction
Service Costs, Brand damage from complaints, Operational impact of delays
Service Provider options
Lack of profitability, Few viable providers, Lack of data for Contract management,
Lost Management time on managing failure
Arguments over responsibility (and costs), responding to passengers, media etc.
Average pre-notification needs to
reach 85% before 95% accurate
resource planning can be achieved.
Lack of Standards / data (within EU and beyond)
EU v US legislation primacy, Implementation standards within EU, Lack of
independent published comparison data v common standards
7. The
Solution
Main Features & Benefits
Simple to implement
Guaranteed improvement in pre-notification
• Works with existing IT systems & standard SITA messaging
• Links to existing planning systems using XML data transfer
• Simple License/Set-up fee + processing charge
•
•
•
•
•
A Single source for PRM demand
• Consolidates and Replaces multiple airline messages
• Offers demand visibility beyond normal 2-day window
• Provides more comprehensive details for registered users
Unique Service features
• Service agents can update demand in real time
• Extra passenger needs data available via “smart” device
• Simple airport capture/registration facility
More accurate resource planning
The right resources in the right place MORE OFTEN
Improved service FEWER COMPLAINTS
Reduced incidence of over-capacity LOWER COSTS
Fewer failures less wasted management time
Improved Passenger Engagement
• Control their own data
• More comprehensive/personal details of assistance needs
• Receive booking confirmation with copy of same data as
sent to airline/service provider
• Details securely retained for re-use on future journeys
• Independent/anonymous feedback feature
The GUARANTEE
We will convert half of the non prebooked into prebooked or refund your licence fee
8. How
works
Passenger enters their static data for
Personal details (contact details, communication preferences)
Assistance Needs covering
General Needs (Escorts, Ambulance, specific terminal needs)
By nature (Visual, Mobility, Hearing, Cognitive, Other), and
Medical Clearance (To establish if Medical clearance is required – if yes Medif B form issued)
Passenger enters Transaction Data
Journey Details (including specific preferences for this journey)
System allocates Unique Booking Reference creates automatic electronic notification to Airline, and (if
signed up) the Airport Service Provider with Confirmation Copy to Passenger – all have same data
During and after journey
Passenger can carry copy (paper or electronic) of Confirmation throughout journey
PRM Service Agent can have details on Handheld Smart Device
Post journey, passengers are invited to give feedback on service received
Feedback summarised back to Airlines/Airports/Service Providers
11. Screenshots
Assistance Needs (Mobility Example)
Passenger can have needs
in multiple categories
I travelling with own
wheelchair, system asks for
details
12. Screenshots
Add Journey
Each journey is given a
name by the passenger
If Escorted, ask to confirm
which escort from table
Flight details can be
accessed via flight number
or via PNR (subject to
airline agreement)
Can add additional
specific requirements for
this journey only (does not
affect static data)
