Edinburgh Airport has chosen OCS to ensure that passengers with reduced mobility (PRMs) receive specialist support in their journey through the airport.
Under the terms of the agreement, OCS will provide a 24/7 continuous service every day including public and bank holidays, ensuring assisted safe passage through the airport (departures and arrivals) to and from the airplane to defined arrival/onward journey points, working closely with airlines and handling agents.
The service includes covering assistance with set down or pick up points to check-in; registration at check-in and with security processes; support with boarding, disembarking and with missed or delayed flights.
According to OCS, the service is underpinned by bespoke technology that enables passengers to register once and then receive a personalised service each time they fly in or out of Edinburgh Airport based on their previous preferences and requirements – where possible with the same team member. This has also proven to reduce the number of passengers who do not book assistance in advance ensuring a better service for all.
More than 130 members of staff will transfer to OCS under TUPE and immediately undertake a bespoke training programme that has been developed at Glasgow Airport, Southampton Airport and Bristol Airport, where the company delivers a similar service.
Richard Marshall, sector managing director at OCS, said: “The number of PRMs travelling is growing steadily so understanding the requirements and potential issues is of increasing importance to both airlines and airports alike. Our team members are often the first and last touchpoints at the airport and we ensure that they are knowledgeable, empathetic, and engaging, with a clear objective to deliver the best possible customer service.”
Image: Edinburgh Airport
