The challenge
European Civil Aviation Conference (ECAC) sets down a code of good conduct in ground handling for persons with reduced mobility (PRMs).
This code includes a set of standards with which airport operators must comply.
With the target set to increase, Heathrow wished to ensure that it would consistently achieve the new standard for pre-booked passengers receiving assistance on arriving aircraft.
o&i consulting has supported Heathrow on a number of projects associated with Passengers Requiring Service (PRS) at the airport.
Our role
Working closely with the airport’s PRM service providers in live operation, o&i consulting developed a full understanding of the existing PRM arrival process at selected Heathrow terminals. We worked with the PRM service and allocation teams to ensure we were aware of all details associated with the service standards, allocation and planning rules, as well as process, technical and equipment requirements. Our OR team also analysed historical performance to develop a complete picture of the status quo and identify key opportunities to address specific challenges and enhance current performance.
This research phase provided us with sufficient information to advise the airport company and its PRS service provider on actions and strategies to deliver a consistent operation that meets the raised service standard, while satisfying the ECAC code of conduct. Our recommendations addressed a number of key areas including resource allocation and shift times, organisational structure, procedures and reporting.
Following on from this study, o&i consulting supported the stakeholders in developing and implementing a plan to introduce and manage the recommended changes.
The Outcome
The findings of the study enabled the client to make short-term gains by addressing resource planning and equipment requirements. A longer term plan involving all key stakeholders to embed process, reporting and structural changes was put in place to enable the team to consistently achieve the desired service levels going forward.
