OCS raises standards for passengers
with reduced mobility at T5
OCS’ transport services team has been providing transit services for passengers with reduced mobility (PRM) since 1992. When OCS was given the task of providing PRM services at Heathrow's Terminal 5 the company worked tirelessly to implement innovative new PRM techniques, acquiring the most up to date equipment and providing comprehensive training to the 150 staff who would be responsible for providing this service.
PRM Services
OCS staff not only undergo extensive training in PRM techniques but are also given familiarisation training in every aspect of Terminal 5, disability confidence training and training up to NVQ level 2 in customer service. OCS assists around 1 million UK airline passengers every year through PRM services. Using this wealth of experience, OCS has developed a new bespoke buggy which was launched with the opening of Terminal 5. All of the equipment used in the terminal such as wheelchairs and ambi-lifts have been specially chosen to allow passengers to move through the terminal with the maximum of comfort and suitability for their needs.
OCS has established an improved system for wheelchair and buggy management with the intention of ensuring maximum availability during busy periods. An innovative passenger paging system has also been developed which allows passengers to always be aware of departure gate calls and reduces the risk of PRM passengers being late or even missing flights.
Ed Bolton, OCS’ operations director, explains “We have been planning our PRM strategy for Terminal 5 for a very long time and, in line with our group philosophy, we have closely involved our partners at every stage. Together we have developed solutions, utilising engineering excellence and latest technologies, to provide a first class service capable of being delivered whenever it is needed and within budget”.
Airport Support Services
OCS is the first airport support services supplier to utilise an advanced resource allocation system. The system determines each passenger's needs for equipment and staff ensuring each passenger receives an appropriate level of assistance.
The new technologies OCS is utilising will be complemented by a range of new dedicated facilities. On arrival at T5, PRM passengers are welcomed at OCS hosting points to allow staff to confirm their requirements. From there PRM passengers are led through to the departure lounges for easy transition to the departure gates and finally the aircraft. OCS has even set up its own flight reception desk at Terminal 5 for PRM passengers specifically catching connecting flights.
Ed Bolton outlines the ethos behind OCS, “OCS may be a large business with 61,000 employees across four continents but our service ethos stems from the fact that we are a family business with strong values and accountability. We care about our customers and recognise that they place a great deal of trust in us,” she also adds. “We also know that our staff are the people by which our business is judged, so we invest heavily in training to give them the competence and confidence to provide service excellence.”
“The international air transport industry is entering a new generation of service provision as a result of advanced technologies. It is setting ever higher standards for its customers and, by making significant investments of our own, we aim to mirror these developments to benefit the airlines, airport authorities and their customers,” concludes Ed Bolton.
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