Following documents are primarily considered:

  • EU Regulation 1107/2006
  • Interpretative Guidelines on the application of the European Regulation 1107/2006 of the European Commission 
  • ECAC Doc 30, Part 1, Section 5
  • ICAO Doc 9984 Manual on Access to Air Transport by Persons with Disabilities 
  • 14 CFR Part 382, ACAA (Air Carrier Access Act)
  • International Standard ISO 21542 Building construction - Accessibility and usability of the built environment

Overview of Processes & Procedures

The scope of this type of audit will or can include, but is not limited to:

 

  • PRM assistance process compliance with applicable legal framework and available best practices (European and International)
  • PRM assistance operational procedures compliance and efficiency
  • Analysis of available statistics
  • Analysis of PRM assistance performance against Quality standards/SLAs

Overall PRM Assistance Personnel Qualification Assessment

The scope of this type of audit will or can include, but is not limited to:

 

  • Evaluation of on-the-job performance – knowledge how to best assist people with different kind of disabilities / communication skills / usage of PRM assistance equipment / knowledge of processes according to Standard Operational Manual (SOP), time performance

PRM assistance Equipment & Technology

The scope of this type of audit will or can include, but is not limited to:

 

  • Availability of PRM assistance equipment (airport wheelchairs, high loaders, minivans, etc.
  • Availability of IT Software for PRM assistance coordination, dispatching, statistics gathering, quality monitoring

Conformity with Training Requirements

The scope of this type of audit will or can include, but is not limited to:

 

  • Is training created, delivered and applied in line with ECAC Doc 30, Part 1, Section 5, Annex 5-G for – PRM assistance staff, sub-contractors, service providers, etc.

Infrastructure Evaluation

The scope of this type of audit will or can include, but is not limited to (according to international public building accessibility standards):

 

  • Accessibility of an airport – facilities used for the travelling public (accessible lavatories, food corners, business lounges, elevators, etc.), availability of call points (designated points of arrival and departure), specific waiting areas, lounges for people with disabilities or reduced mobility, signage.

Customer Satisfaction Monitoring

The scope of this type of assessment will or can include, but is not limited to:

 

  • Evaluation of established complaints handling procedure
  • Analysing nature of the complaints
  • Presence of passenger satisfaction monitoring system and application of that
  • Insight in National Enforcement Bodies audit results vs actual situation
  • Analysis of airline's satisfaction rates and feedbacks

Cooperation with Stakeholders

  • Evaluation of current engagement with organisations representing people with disabilities or reduced mobility

Communication Channels

  • Website information published with regards to assistance available, safety limitations, etc.  for passengers with disabilities or Reduced mobility as it is mentioned in ECAC Doc 30, Part 1, Section 5, Annex 5-J.