Disability Community Consultation Group August 2017 Start at 10:30

No fire drill planned for the duration of our group meeting. Housekeeping Toilets available outside the function suite on the left all on the level. Tea & coffee available throughout the group meeting outside the function room. No fire drill planned for the duration of our group meeting. Agenda 10:30 – 10:40 : Introduction from Andy Wright, Omniserv Disability Advocate 10:40 – 11:20 : Update from Edinburgh Airport on Special Assistance 11:20 – 11:30 : Break for Coffee 11:30 – 12:30 : Discussion on Special Assistance & Your Feedback. 12:30 – 13:30 : Lunch 13:30 – 14:00 : Final Discussions/Questions

Edinburgh Airport Welcomes:

Overview of the Special Assistance & Additional Needs Services Required under EU 1107/2006 that airports provide assistance to passengers with reduced mobility. We call this our ‘Special Assistance Service’. Airlines responsible to collect the information at the point of booking from the passenger and pass to the origin and destination airports. Information passed in the form of short codes and limited free text (in some cases). Assist wide variety of disabilities including those very physically limited requiring to be lifted to/from their aircraft seat. Operate ‘Additional Needs Service’ for those with very specialist requirements, Edinburgh Airport only service, i.e. autism. Provide assistance for circa. 85,000 passengers in a year out of 12 million total passengers.

Specific materials available to assist travellers: Additional Needs Service - Detail Service provision unique to Edinburgh Airport to cater for those with more complex, typically not solely mobility, needs i.e. autism. Passengers still recommended to book Special Assistance for on-board the aircraft and other airport(s) in their journey. Delivered by a smaller specialist team and based on detailed feedback provided by the traveller well in excess of the information received from airlines. Specific materials available to assist travellers: Easy read versions of our access guide Social Story Suzie and Sammy books for children Suzie video series

PRM Passengers % of Total Pax Summary Statistics PRM Passengers % of Total Pax 2016 YTD 41,725 0.59% 2017 YTD 46,744 0.60% Differential 5,019 0.01% In 2017 assisted 46,744 PRM passengers to date, 0.6% of total passengers are PRMs. The UK average is circa 1%. Average of 220 PRM passengers handled in a given day, varying between lows of 100 and highs of over 500 PRM passengers, fluctuations from day to day can be over 100 PRMs. Approximately 80% of passengers pre-notify their requirements to us and approximately 10% of these subsequently do not use the service. Operating a fleet of 5 Ambulift vehicles (increased from 3 late-2016). Approximately 56% of PRM passengers are WCHR category, 28% are WCHS and 21% are WCHC, the remaining 5% are other categories.

PRM Passenger Feedback – Feedback/1000 PRM Pax Special Assistance accounts for more than 50% of airport compliments whilst reflecting only 0.6% of passengers, YTD of 1:1 for complaints to compliments vs prior year same period of 2:1. From the CAA passenger survey for April 2016 to March 2017 78% rate our service as positive with nearly 50% of total responses being ‘Excellent’.

April 2016 – September 2016 (Part Year) Good CAA Quality Standards Improvements Period Performance April 2015 – March 2016 Poor April 2016 – September 2016 (Part Year) Good April 2016 – March 2017 (Full Year) Pleased to have been recognised for our commitment and improvement actions by the CAA for our 2016/2017 season performance. CAA commented: “We have been impressed by how the airport has made accessibility a priority and how its management and that of its service provider, Omniserv, have worked hard to not only bring the service up to an acceptable standard but to aspire to achieve a ‘very good’ rating.” Focus on further improvements for 2017/2018 season to achieve even better ratings.

CAA Quality Standards ‘ECAC’ SLA Improvements – Arrivals

Change in PRM Service Provider from Amey to Omniserv mid-March 2016. Improvements in 2016 Change in PRM Service Provider from Amey to Omniserv mid-March 2016. Recruitment of dedicated Special Assistance Service contract manager, employed directly by Edinburgh Airport, in June 2016. Increased Ambulift fleet from three units to five operational. Increased staffing levels and completely restructured operational management team. Introduced three new minibuses and two ‘Aviramp’ Lite units. Developed Access Guide and Assistance Journey Leaflets. Introduced ‘Hidden Disabilities’ Lanyards and Pins. Delivered new dedicated Special Assistance Reception within terminal extension area. Implemented ‘Signlive’ Video Remote Interpreter service for deaf and/or without speech British Sign Language users.

Changing Places Toilet planned in Airside Terminal Expansion. Improvements & Focus Points for 2017 Special Assistance ‘App’ bringing together all our information and adding a customisable visual timetable. Review and improvement of call points throughout the airport campus for passengers with reduced mobility to seek assistance more easily. Changing Places Toilet planned in Airside Terminal Expansion. Rolling out mandatory Disability Awareness Training throughout the airport. Neatebox App for Hidden Disabilities. Achieved Autism Friendly Award and working to train the assistance team as Dementia Friends. Continuing to sustain our dedicated and specialised ‘Additional Needs’ service. Additional Needs team trained by Mindroom to assist passengers with learning difficulties.

Designated Points Project – Help Points

Designated Points Project – Help Point Locations

Visual indication of ‘call answered’ Callpoint Technology Proposed Features: Braille controls Video calling Visual indication of ‘call answered’

Feedback and discussion on: Looking Forward Feedback and discussion on: Our current special assistance service performance What do we get right? What do we get wrong? Our existing future plans for special assistance provision What do you like in our plans? What else would you like to see? What else you’d like to see from us? New equipment? More information? Best way we can regularly engage with the disability community? Is our current engagement frequency right? Is this the best forum/format?