World-class PRM services
Omniserv innovates at Heathrow
Omniserv, the European division of AirServ, is London-Heathrow and Glasgow airports’ PRM assistance provider of choice, helping around one million passengers each year.
Last year’s Paralympic Games in London showcased the effectiveness of the PRM services at Heathrow. Antony Marke, Director of Passenger Services, Omniserv, commented: “We planned it for nine months and installed a Project Manager to work alongside Heathrow and LOCOG (London Organising Committee of the Olympic and Paralympic Games). It was hugely successful from the point of view of both departing and arriving passengers. We received commendations from Heathrow CEO Colin Matthews and Lord Coe on our service. There was no disruption to business as usual operations and no delays.”
On the busiest day, 10 September 2012, there were more than 6,000 departing PRMs handled, including Paralympic athletes and officials.
It was recently announced that Omniserv is also partnering with Heathrow on its Passenger Service Ambassador programme, which Marke explained is another innovative enhancement of the passenger experience. Omniserv is providing hundreds of ‘ambassadors’, who proudly wear a Heathrow-branded uniform and are equipped with tablet devices, across Heathrow’s four terminals. The Omniserv ambassadors, many of whom are multi-lingual, provide a variety of support services, including informational hosting, check-in assistance, compliance handling, flight connections assistance and e-passport support.
Marke added that in order to ensure these critical passenger services are delivered with unsurpassed customer care in mind, Omniserv is collaborating with leadership and service specialists Ritz Carlton Group to train service ambassadors on best practices aimed at further enhancing the passenger experience at Heathrow. He commented: “We are looking to put frontline staff through this to be more anticipatory of passenger needs. Providing this type of training to everyone with customer contact will help Heathrow’s passengers have a smooth journey through the airport.”
Omniserv is leveraging its customised technological solutions, with its ambassadors carrying tablet devices enabling real-time reporting of what is happening across the airport’s terminals – from queue times to frequently asked traveller questions.
Marke also explained that Omniserv has a staff recognition programme known as the 110% Club, created to motivate and reward the workforce. Staff accumulate points for various categories of great service and are recognised at an annual dinner.
CPH signs new PRM services agreement
Copenhagen Airport has entered into a new three-year agreement for Falck to continue providing PRM services, ensuring enhanced services for the 100,000 passengers per year requiring special assistance.
“We put the arrangement out to tender, and Falck submitted the best offer overall. This outcome is a very positive one for us as well as for the airlines and the passengers, because in the past five years the service level has been high, and with the new agreement it will be even higher. For example, Falck will upgrade its offering of assistance equipment, and at a more competitive price,” explained Kristian Durhuus, COO of Copenhagen Airport.
Allan Søgaard Larsen, CEO of Falck, added: “We are proud to have successfully provided Copenhagen Airport with this important service over the past five years and we look forward to continue assisting disabled passengers through the airport.”