sofia, 31.03.2009

SOFIA AIRPORT: MEETING THE SOFIA AIRPORT: MEETING THE NEEDS OF PASSENGERS WITH NEEDS OF PASSENGERS WITH REDUCED MOBILITY, IN REDUCED MOBILITY, IN COMPLIANCE WITH EU REG.1107COMPLIANCE WITH EU REG.1107

Sofia, 31.03.2009Sofia, 31.03.2009Presented by Dora Dundarova, Manager SAATCPresented by Dora Dundarova, Manager SAATC

Sofia Airport Aviation Training CentreSofia Airport Aviation Training Centre

SOFIA AIRPORT STATED POLICY SOFIA AIRPORT STATED POLICY ON QUALITY ON QUALITY

Sofia Airport Aviation Training Centre 31.02.2009Sofia Airport Aviation Training Centre 31.02.2009

Guarantee the safety and security parametersGuarantee the safety and security parametersImprove the level and quality of serviceImprove the level and quality of serviceApply the latest national and international standards Apply the latest national and international standards

in full compliance (EU, ICAO, IATA)in full compliance (EU, ICAO, IATA)Respect the standards set forth by all carriers, Respect the standards set forth by all carriers,

operating to/from SAoperating to/from SADevelop the level of qualification and skillsDevelop the level of qualification and skills

EQUAL OPPORTUNITIES FOR EQUAL OPPORTUNITIES FOR PASSENGERS WITH PASSENGERS WITH

REDUCED MOBILITY TO REDUCED MOBILITY TO TRAVEL WORLDWIDETRAVEL WORLDWIDE


TRADITION IN OFFERING SERVICES FOR TRADITION IN OFFERING SERVICES FOR SPECIAL CATEGORIES OF PASSENGERS: SPECIAL CATEGORIES OF PASSENGERS: INTERNATIONAL AND NATIONAL AVIATION INTERNATIONAL AND NATIONAL AVIATION

REQUIREMENTS REQUIREMENTS


ICAO DocumentsICAO Documents IATA RESOLUTION 700IATA RESOLUTION 700 IATA AHM 176IATA AHM 176 BG CIVIL AVIATION ACT AND THE BG CIVIL AVIATION ACT AND THE

FORTHCOMING ORDINANCES FOR FORTHCOMING ORDINANCES FOR COMPLIANCECOMPLIANCE

COMPANY MANUAL(S)COMPANY MANUAL(S)

2006: MARKED BY SIGNIFICANT 2006: MARKED BY SIGNIFICANT CHANGES FOR EUROPE, BULGARIA CHANGES FOR EUROPE, BULGARIA

AND SOFIA AIRPORTAND SOFIA AIRPORT


EU REGULATION 1107EU REGULATION 1107 ECAC DOC 30ECAC DOC 30 RELEASE OF NEW PASSENGER RELEASE OF NEW PASSENGER

TERMINAL AT SOFIA AIRPORT (DEC. 2006)TERMINAL AT SOFIA AIRPORT (DEC. 2006) BULGARIA JOINS THE EUROPEAN UNION BULGARIA JOINS THE EUROPEAN UNION

ON 01 JAN, 2007ON 01 JAN, 2007

IMMEDIATE ACTIONS TAKEN BY IMMEDIATE ACTIONS TAKEN BY “SOFIA AIRPORT” “SOFIA AIRPORT”


New personnel employedNew personnel employed

Special group for handling special categories of Special group for handling special categories of passengers structuredpassengers structured

IMMEDIATE ACTIONS TAKEN BY IMMEDIATE ACTIONS TAKEN BY “SOFIA AIRPORT” “SOFIA AIRPORT”


Specific training conducted for 100% of the Specific training conducted for 100% of the passenger services personnelpassenger services personnel

Company standards and procedures updatedCompany standards and procedures updated

Infrastructure modernizedInfrastructure modernized

Tables and signs checked and updatedTables and signs checked and updated

2007 BRINGS THE CAA LICENCE 2007 BRINGS THE CAA LICENCE FOR SOFIA AIRPORT AVIATION FOR SOFIA AIRPORT AVIATION

TRAINING CENTRE (SAATC) TRAINING CENTRE (SAATC)


The period 2007/08 is The period 2007/08 is a period of a period of intensive intensive training for all training for all staff members staff members dealing with dealing with passengers passengers with special with special needs, in the needs, in the light of the new light of the new European European requirementsrequirements

TYPICAL FEATURES OF TRAININGTYPICAL FEATURES OF TRAINING


Tradition in complianceTradition in compliance

Safety and quality are Safety and quality are the priority the priority

Intensive trainingIntensive training



Involving real PRM Involving real PRM participants in participants in training, live training, live



An open lesson An open lesson on the topic given on the topic given in full by BBT and in full by BBT and in the news of the in the news of the other national TV other national TV channels channels

The term 26 Jul 2008 set forth by EU Reg. 1107 The term 26 Jul 2008 set forth by EU Reg. 1107 imposes imperative actions to be undertaken by imposes imperative actions to be undertaken by airports and knocks at the door airports and knocks at the door

TARGET GROUPS TO BE TRAINED: TARGET GROUPS TO BE TRAINED: KEY PRIORITY FOR SAATC KEY PRIORITY FOR SAATC


The special group for offering services for PRMs The special group for offering services for PRMs enlargedenlarged

100% of staff members trained and retrained:100% of staff members trained and retrained: staff working as assistants of staff working as assistants of PRMsPRMs

Check-in staffCheck-in staff Lost and Found staffLost and Found staff Business Class lounge staffBusiness Class lounge staff Security staff membersSecurity staff members

PLANNED TO BE TRAINED IN 2009 PLANNED TO BE TRAINED IN 2009


100% security-screening staff100% security-screening staff

Immigration/Customs control employeesImmigration/Customs control employees

Others (tourist agencies, ticketing sales agents’ Others (tourist agencies, ticketing sales agents’ staff, mass-media representatives, etc)staff, mass-media representatives, etc)

MANAGEMENT OF SERVICES FOR MANAGEMENT OF SERVICES FOR PASSENGERS WITH REDUCED PASSENGERS WITH REDUCED

MOBILITY MOBILITY


Initial and recurrent training for all staff Initial and recurrent training for all staff members assisting or participating in the members assisting or participating in the handling of PRMs at SA handling of PRMs at SA

Liaison with airport users and AOC members for Liaison with airport users and AOC members for adopting the new financial frame for the scope of adopting the new financial frame for the scope of activities implemented by SAactivities implemented by SA

A transparent financial policyA transparent financial policy


MOBILITY MOBILITY


Information pamphlets, Information pamphlets, specific tables and signs, specific tables and signs, dedicated telephone dedicated telephone standsstands


MOBILITY MOBILITY


Improving the ground support Improving the ground support equipment park and provision of new equipment park and provision of new ambulift vehiclesambulift vehicles

Liaise with mass media to Liaise with mass media to support a successful campaign for support a successful campaign for enhancing public knowledge on the enhancing public knowledge on the existing rights of passengers with existing rights of passengers with reduced mobility reduced mobility


MOBILITY MOBILITY


The issue of a quality standard, coordinated with The issue of a quality standard, coordinated with the airline operators and public organizations, the airline operators and public organizations, representing disabled people representing disabled people

Monitoring and controlMonitoring and control

Reporting, analysis and archiving Reporting, analysis and archiving

Mitigation actionsMitigation actions

EQUAL OPPORTUNITIES FOR EQUAL OPPORTUNITIES FOR PASSENGERS WITH REDUCED PASSENGERS WITH REDUCED

MOBILITY TO TRAVEL WORLDWIDE MOBILITY TO TRAVEL WORLDWIDE


sofia, 31.03.2009

Documents

specific training

period of intensive

bg civil aviation act

needs of passengers

compliance eu

special group

special needs

ticketing sales agents