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TRANSED 2012 – SENSITIVITY TRAINING – THE KEY TO ENHANCING THE COMMERCIAL AIRCRAFT TRAVEL EXPERIENCE

TRANSED 2012 – SENSITIVITY TRAINING – THE KEY TO ENHANCING THE COMMERCIAL AIRCRAFT TRAVEL EXPERIENCE . September 19, 2012 Lorne Mackenzie, Director Regulatory Affairs WestJet Airlines Canada. Purpose of the Presentation.

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TRANSED 2012 – SENSITIVITY TRAINING – THE KEY TO ENHANCING THE COMMERCIAL AIRCRAFT TRAVEL EXPERIENCE

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  1. TRANSED 2012 – SENSITIVITY TRAINING – THE KEY TO ENHANCING THE COMMERCIAL AIRCRAFT TRAVEL EXPERIENCE September 19, 2012 Lorne Mackenzie, Director Regulatory Affairs WestJet Airlines Canada Mid Year Review of 2007 Plans

  2. Purpose of the Presentation The purpose of this presentation is to demonstrate the importance of sensitivity training to enhance the experience of the elderly or persons with disabilities when travelling on commercial airlines.

  3. Content of the Presentation 1) Overview 2) Fundamentals of an effective Sensitivity Training Program: • Care and Respect • Safety • Awareness and Knowledge • Effective Communication 3) Training for All Phases of the Experience: • Booking • Check-in • In-flight

  4. Overview – Canadian Perspective In any given year, over 700,000 people with disabilities travel by air in Canada. In 2007, 14% of the population were people 65 years of age and older Forecasting 16% by 2016 By 2031, an estimated 25% of the population will be 65 years or older

  5. Overview – Of Canadians over 65: 78% have a mobility impairment; 40% have a hearing loss; and 21% have a visual impairment.

  6. Overview – Call to Action 4.4 million elderly and persons with disabilities in Canada 54 million in the US 60 million in Europe 650 million worldwide What can we do as a commercial air carrier to enhance the air travel experience?

  7. Fundamentals of an effective Sensitivity Training Program • Care and Respect • Safety • Awareness and Knowledge • Effective Communication

  8. Sensitivity Training – At Time of Booking Starting the conversation Managing expectations Through matching guest’s needs to services offered Some on-line limitations

  9. Sensitivity Training – At The Airport Checking-in Moving through the terminal Pre-boarding and Transfers Sensitivity training – terminology

  10. Sensitivity Training – At The Airport Continued

  11. Sensitivity Training – In-flight Seating arrangements Services offered – what we can and can’t do Case by case – every person is unique Allergy policy considerations

  12. Sensitivity Training – In-flight Continued Personal safety briefings Emergencies – planned and unplanned Dignity of risk The need for attendants

  13. Sensitivity Training – Program Development Internal advisory committee External advisory committee Focus groups and surveys Open dialogue Enhancing respect and dignity Complaint Resolution Opportunities Mediation (Canadian Transportation Agency) Best practices Founded on caring

  14. Thank you!

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