Sofia Airport Aviation Training Centre SOFIA AIRPORT: MEETING THE NEEDS OF PASSENGERS WITH REDUCED MOBILITY, IN COMPLIANCE WITH EU REG.1107 Presented by Dora Dundarova, Manager SAATC Sofia, 31.03.2009

SOFIA AIRPORT STATED POLICY ON QUALITY Guarantee the safety and security parameters Improve the level and quality of service Apply the latest national and international standards in full compliance (EU, ICAO, IATA) Respect the standards set forth by all carriers, operating to/from SA Develop the level of qualification and skills Sofia Airport Aviation Training Centre 31.02.2009

EQUAL OPPORTUNITIES FOR PASSENGERS WITH REDUCED MOBILITY TO TRAVEL WORLDWIDE Sofia Airport Aviation Training Centre 31.02.2009

TRADITION IN OFFERING SERVICES FOR SPECIAL CATEGORIES OF PASSENGERS: INTERNATIONAL AND NATIONAL AVIATION REQUIREMENTS ICAO Documents IATA RESOLUTION 700 IATA AHM 176 BG CIVIL AVIATION ACT AND THE FORTHCOMING ORDINANCES FOR COMPLIANCE COMPANY MANUAL(S) Sofia Airport Aviation Training Centre 31.02.2009

2006: MARKED BY SIGNIFICANT CHANGES FOR EUROPE, BULGARIA AND SOFIA AIRPORT EU REGULATION 1107 ECAC DOC 30 RELEASE OF NEW PASSENGER TERMINAL AT SOFIA AIRPORT (DEC. 2006) BULGARIA JOINS THE EUROPEAN UNION ON 01 JAN, 2007 Sofia Airport Aviation Training Centre 31.02.2009

IMMEDIATE ACTIONS TAKEN BY “SOFIA AIRPORT” New personnel employed Special group for handling special categories of passengers structured Sofia Airport Aviation Training Centre 31.02.2009

IMMEDIATE ACTIONS TAKEN BY “SOFIA AIRPORT” Specific training conducted for 100% of the passenger services personnel Company standards and procedures updated Infrastructure modernized Tables and signs checked and updated Sofia Airport Aviation Training Centre 31.02.2009

2007 BRINGS THE CAA LICENCE FOR SOFIA AIRPORT AVIATION TRAINING CENTRE (SAATC) The period 2007/08 is a period of intensive training for all staff members dealing with passengers with special needs, in the light of the new European requirements Sofia Airport Aviation Training Centre 31.02.2009

TYPICAL FEATURES OF TRAINING Tradition in compliance Safety and quality are the priority Intensive training Sofia Airport Aviation Training Centre 31.02.2009

TYPICAL FEATURES OF TRAINING Involving real PRM participants in training, live Sofia Airport Aviation Training Centre 31.02.2009

TYPICAL FEATURES OF TRAINING An open lesson on the topic given in full by BBT and in the news of the other national TV channels The term 26 Jul 2008 set forth by EU Reg. 1107 imposes imperative actions to be undertaken by airports and knocks at the door Sofia Airport Aviation Training Centre 31.02.2009

TARGET GROUPS TO BE TRAINED: KEY PRIORITY FOR SAATC The special group for offering services for PRMs enlarged 100% of staff members trained and retrained: staff working as assistants of PRMs Check-in staff Lost and Found staff Business Class lounge staff Security staff members Sofia Airport Aviation Training Centre 31.02.2009

PLANNED TO BE TRAINED IN 2009 100% security-screening staff Immigration/Customs control employees Others (tourist agencies, ticketing sales agents’ staff, mass-media representatives, etc) Sofia Airport Aviation Training Centre 31.02.2009

MANAGEMENT OF SERVICES FOR PASSENGERS WITH REDUCED MOBILITY Initial and recurrent training for all staff members assisting or participating in the handling of PRMs at SA Liaison with airport users and AOC members for adopting the new financial frame for the scope of activities implemented by SA A transparent financial policy Sofia Airport Aviation Training Centre 31.02.2009

MANAGEMENT OF SERVICES FOR PASSENGERS WITH REDUCED MOBILITY Information pamphlets, specific tables and signs, dedicated telephone stands Sofia Airport Aviation Training Centre 31.02.2009

MANAGEMENT OF SERVICES FOR PASSENGERS WITH REDUCED MOBILITY Improving the ground support equipment park and provision of new ambulift vehicles Liaise with mass media to support a successful campaign for enhancing public knowledge on the existing rights of passengers with reduced mobility Sofia Airport Aviation Training Centre 31.02.2009

MANAGEMENT OF SERVICES FOR PASSENGERS WITH REDUCED MOBILITY The issue of a quality standard, coordinated with the airline operators and public organizations, representing disabled people Monitoring and control Reporting, analysis and archiving Mitigation actions Sofia Airport Aviation Training Centre 31.02.2009

EQUAL OPPORTUNITIES FOR PASSENGERS WITH REDUCED MOBILITY TO TRAVEL WORLDWIDE Sofia Airport Aviation Training Centre 31.02.2009