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

2. SOFIA AIRPORT STATED POLICY ON QUALITY Sofia Airport Aviation Training Centre 31.02.2009 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

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

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

5. 2006: MARKED BY SIGNIFICANT CHANGES FOR EUROPE, BULGARIA AND SOFIA AIRPORT Sofia Airport Aviation Training Centre 31.02.2009 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

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

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

8. 2007 BRINGS THE CAA LICENCE FOR SOFIA AIRPORT AVIATION TRAINING CENTRE (SAATC) Sofia Airport Aviation Training Centre 31.02.2009 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

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

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

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

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

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

14. MANAGEMENT OF SERVICES FOR PASSENGERS WITH REDUCED MOBILITY Sofia Airport Aviation Training Centre 31.02.2009 Initial and recurrent training for all staff members assisting or participating in the handling of PRMs at SA 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 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 A transparent financial policy

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

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

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

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