Post on 25-Feb-2016
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Mid Year Review of 2007 Plans
TRANSED 2012 – SENSITIVITY TRAINING – THE KEY TO ENHANCING THE COMMERCIAL AIRCRAFT TRAVEL EXPERIENCE
September 19, 2012
Lorne Mackenzie, Director Regulatory Affairs
WestJet Airlines
Canada
Purpose of the Presentation
The purpose of this presentation is to demonstrate the importance of sensitivity training to enhance the experience of the elderly or persons with disabilities when travelling on commercial airlines.
Content of the Presentation
1) Overview
2) Fundamentals of an effective Sensitivity Training Program:Care and RespectSafetyAwareness and KnowledgeEffective Communication
3) Training for All Phases of the Experience:
– Booking– Check-in– In-flight
Overview – Canadian PerspectiveIn any given year, over 700,000 people with disabilities travel by air in Canada.
In 2007, 14% of the populationwere people 65 years of age and older
Forecasting 16% by 2016
By 2031, an estimated 25% of the population will be 65 years or older
Overview – Of Canadians over 65:
78% have a mobility impairment;
40% have a hearing loss; and
21% have a visual impairment.
Overview – Call to Action4.4 million elderly and persons with disabilities in
Canada54 million in the US60 million in Europe650 million worldwideWhat can we do as a commercial air carrier to enhance
the air travel experience?
Fundamentals of an effective Sensitivity Training Program
Care and Respect
Safety
Awareness and Knowledge
Effective Communication
Sensitivity Training – At Time of Booking
Starting the conversation
Managing expectations Through matching guest’sneeds to services offered
Some on-line limitations
Sensitivity Training – At The Airport
Checking-in
Moving through the terminal
Pre-boarding and Transfers
Sensitivity training – terminology
Sensitivity Training – At The Airport Continued
Sensitivity Training – In-flightSeating arrangements
Services offered – what we can and can’t do
Case by case – every person is unique
Allergy policy considerations
Sensitivity Training – In-flight ContinuedPersonal safety briefings
Emergencies – planned and unplanned
Dignity of risk
The need for attendants
Sensitivity Training – Program DevelopmentInternal advisory committee
External advisory committee
Focus groups and surveys
Open dialogue
Enhancing respect and dignity
Complaint Resolution OpportunitiesMediation (Canadian Transportation Agency)
Best practices
Founded on caring
Thank you!Thank you!