13:00-16:30, Compass Centre – Heathrow Airport
Attendees
HAAG Members
Roberto Castiglioni (RC) – HAAG Chair
Athena Stevens (AS) – HAAG
Christiane Link (CL) – HAAG
Clive Locke (CLO) – HAAG
Geraldine Lundy (GL) – VS, HAAG
Michael Carver (MC) – British Airways, HAAG
Graham Race (GR) – HAAG
Chris Wood (CW) – HAAG
Claire Milburn (CM) – HAAG=
Invited attendees
Carlo Alberto Cima (CC)– HAL
Ciara Thorn (CT) – HAL
David Adams – European guide dog federation
Judith Jones – European guide dog federation
Samantha Berry (SB) – Omniserv
Paul Ford (PF) – HAL
Tonia Fielding (TF) – HAL
Nicole Miersch (NM) – HAL
Sharon Goodsell (SG) – Department for Transport
Catherine Howard (CH) – HAL
Sue Hudson (SH) – HAL
Apologies
Edwina Silo (ES) – AOC, HAAG
Antony Marke (AM) – Omniserv, HAAG
Martyn Sibley – HAAG
Panita Vig (PV) – HAAG
In brief
- QSM / SPA – NM to review SPA data against regular QSM to highlight the differences
- HAAG / ATF – They will support with ideas on how to increase our feedback numbers – Nicole to review once responses are received via HAAG website
- Complaints dashboard from Salesforce – NM to remove the chart stating customer not travelling and break it down in to the areas of complaint ie. Process / colleague helpfulness etc. (There is no need to report on who sent in the complaint.)
- WCH Repatriation – CT to review whether we invite our handlers to the HAAG in October so they can understand the customer implications of not delivering their wheelchair at aircraft side
- Complaints improvement plan – to be shared with HAAG once we have our final plan.
- Review of performance data in August with HAL, Omniserv and HAAG– CT to set this up
- HAAG requested sight of the weekly data which PF will receive as of Monday 23 July. HAL to consider – TBC
- Website – NM to finalise dog relief process and add to website
- Omniconnect – Team to review feedback following CLO and CL visit and make plans to implement recommended improvements
Meeting Notes
10.30 – 13.35 Chair welcome and updates.
The chair welcomed all attendees and introduced Chris Wood, new member of the HAAG, and Sharon Goodsell from the Department of Transport. Chris and Sharon introduce themselves and share their experience and roles.
RC praises the work that HAL is doing to review the current complaints management process and the introduction of a new process from Wednesday 1stAugust. Also, he underlines the importance of the HAAG and the commitment for free of charge collaboration between Heathrow and any UK or international airport.
Proposal agreed unanimously by all members -The Heathrow Access Advisory Group agrees to share (free of charge) best practice and advice deriving from existing, non-classified research with all airports, nationally and internationally. Airports who require bespoke assistance and tailor-made advice may seek assistance from the HAAG but will be charged at going consulting rates.
Word to MC who shares his view on the importance of standardisation throughout the industry – this is supported by SG / DfT. Further to this SG and MC agree that the DfT and BA can work together to explore how wheelchair may be given access and brought inside the aircraft.
13.35 – 14.15 Review of ECAC data and survey responses
Paul Ford introduced himself and his role as special assistance ops manager replacing Simon Fraser.
Short introduction to Inform, the new allocation software which went live in June 2018. PF covers, performance data, YoY changes – noticeable increase in demand. GfK results have shown a more negative trend in the past 3 months but only 120 users have submitted a satisfaction survey.
Complaints data – performance is vague and does not provide clear reasons. PF and RC agree that more accurate and in-depth information is required to have a better understanding on where issues sit.
CL asks if the performance information can be shared more regularly to the HAAG members for review. PF mentions this is something that he is happy to consider.
GR asks if there is similar data from non-disabled customers and if the two pieces of information can be put together and show discrepancies. PF advised that this is possible
AS asks if feedback is only paper based. PF advises that the survey is currently online and reached via the multilingual survey cards available from the agents (website details + QR code) the cards include the website’s address + QR code)
CL shares her concerns on the inaccuracy of the survey card distribution (not as accessible or easy to get hold of) and in her opinion there has been little impact from the card, confirmed by the discrepancy between total users and responses received.
GR advises that the ATF could be used to share information on the survey to all members who can spread the word through their channels to increase survey responses.
GL proposes to distribute cards to check in agents so they can be given directly to passengers at the check in desks.
NM mentions that she is currently focusing on the complaint process who improve complaints management and will be live in August 2018.
PF resumes presentations on performance. He covers customer satisfaction, delays, service failures, landside waiting times, passengers to gate, disembarkation times, continuous arrival, connections, tracking.
RC suggests inviting handlers and talk about repatriation process during the next HAAG at the end of October 2018.
CL asks about how complaints are currently managed. NM mentions the current process and explains the objective of the new one – single source of the truth and generally a more simplified/streamlined process. Also, she is looking at ways to make the feedback survey’s accessibility easier.
PF also mentions that investigations for pre-booked or ad hoc passengers should be the same. A service failure must be considered the same way regardless.
RC/HAAG – stakeholders should be sitting together and analyse how HAL can improve harvesting better info from data. PF proposes to set up a meeting with HAAG/HAL/OMNI on data/complaints in August.
14.15 – 14.35 DfT update on Disabled Passengers Charter (Sharon Goodsell – DfT)
Sharon Goodsell shares her views on the HAAG. A successful story for the disability world considering that London is the busiest airport system in the world. DfT has put together a new aviation strategy which aims to achieve a safe, secure and sustainable aviation sector that meets the needs of consumers and of a global, outward-looking Britain. The policy principle is to be consumer focussed, market driven and evidence led.
In 2017 the DfT published a report “The future of UK Aviation – Call for Evidence” based on a public consultation. Responders agreed on the strategy. 10 top issues include noise, air quality, carbon, delivering future capacity.
The top priority is to enhance the customer experience of aviation. The DfT wants to help the aviation industry work for its customer. An example – current analysis shows that most complaints from UK Border Force come from Heathrow due to the high demand.
DfT wants to remove all barriers for disabled people and create for them a seamless stress-free journey. Currently the department is focusing on understanding what these barriers are and remove them in the correct way.
Timeline – green paper on disability open for public consultation from Autumn 2018. Results collected in early 2019 and the new aviation strategy in mid-2019.
RC suggests adding Sharon to the HAAG website so she can post/view information – this could be a valuable source for the DfT developments. The HAAG pledges to support DfT on the Aviation Strategy document with regard to passengers with disabilities.
DA asks to take in consideration assistance dog into the strategy. SG agrees.
Sharon praises how the forum is set up and the collaboration among all stakeholders.
14.35 – 14.55 Assistance animals respite areas – survey data review
Nicole talks about data and volumes of assistance dogs through Heathrow. LHR cannot accommodate animal respite areas in the existing terminals due to their space congestions and also as the numbers don’t stack up to have a strong business case for development. NM suggests that nevertheless it can be easily added to future strategies and expansion.
NM covers the current process. Passengers travelling through airport can speak to a passenger experience manager who can escort the dog and passenger to a coaching gate and go outside of the building – apron level.
JJ goes through her slides. She shows examples of animal relief areas around the world. Talks about process at Chicago and share personal experience. Share airside area at JFK and Atlanta. Also, Birmingham station relief area.
The European Guide Dog Federation is currently: 1) creating a European census of guide dogs and all other assistance dogs; 2) developing a European standard for assistance dogs CEN/TC 452.
RC calls for a vote on the following recommendation:
“Recognising the need for owners of assistance dogs to have access to animal relief areas airside, the Heathrow Access Advisory Group recommends HAL foresees the creations of Service Animals Relief Areas (SARAs) airside in all newly built terminals and all existing airside terminals undergoing major infrastructural renovation. The design of SARAs should be done using location and building parameters found in the GUIDELINES FOR SERVICE ANIMAL RELIEF AREAS (SARA) of FAA’s AC 150/5360-14A”
All members present vote in favour – recommendation approved unanimously.
14.55 – 15.00 Coffee Break
15.00 – 15.30 Service Signature update (Sue Hudson -HAL)
Sue Hudson presents her slides, starting with the background of Heathrow – past to the present. More recently new questions have raised about the airport – is LHR a brand? What does this mean for our passengers?
SH shares data on how busy, complicated and ambitious Heathrow operation is.
Our people and service agenda. Potential already exists to offer great customer service – when our service is at its best we perform above and beyond. Many of colleagues who are not on the front line, believe that service is “not our job” – this is wrong and it is the behaviour that needs to be changed. Customers have higher expectations than ever before – driven from other brands (John Lewis, Amazon, Disney, Apple, Premier inn…).
Three new service signatures have been created: notice and care, share what we know, make things better.
CT shares her view the importance of the special assistance video created in January 2018 and how HAL wants to better utilise it and make it more visible to the public. Internal and external COOMS teams will play an important part and the special assistance team is engaging with them.
CLO shares his concern on the ratio passenger / agents. In his opinion it feels that there isn’t enough manpower for the current demand. SB and PF agrees. SB explains challenges, including issues on having ID passes – some new recruits are unable to perform their full duties but this is now due for resolution.
SH thanks for the opportunity to present. She is happy to be further involved with the work of HAAG.
15.30 – 15.50 Outcome of the customer focus groups and next steps for wayfinding project (Catherine Howard – HAL)
Cath – (slid Direct engagement with passengers. New Framework. QSM Special assistance – relaunched in septmeber 2017 (questionnaires, Multilanguage + different way for pax to give feedback).
CL shares her concern on the data collection process: its’s hard to give feedback while the agent is still there with them. CH replies that generally customers are asked to give feedback after their journey.
CH shares some the QSM data scores including “departing and arriving experience” and explains how this data is used internally but also while engaging with Omniserv.
CH also shares the first findings from the sunflower lanyard scheme’s survey. Results show different data including age, gender, terminal and if those with a lanyard are also using special assistance (1/4). 56% feels the lanyard made a difference to their journey.
RC suggests obtaining lanyard data from Gatwick so we can compare with our results and also their plans for engagement with the public.
15.50 – 16.00 Distances information on HAL’s maps – action update (Nicole Miersch – HAL)
NM gives an update on Heathrow maps’ accessibility. Currently maps show distances in minutes and meters on website. The PDF maps give only a view of the main building/IDL and currently include only minutes.
How much info do we need? Option 1 worst case scenario (Distance measured to furthest gate on pier and to satellite buildings – displaying longest possible distance only); Option 2 – distance range for all gates (Distance measured to closest and furthest gate on pier and to satellite buildings – displaying range).
RC proposes for the HAAG members to take this away and will inform of a recommendation soon.
16.10 – 16.25 ATF update (Graham Race – HAAG)
GR gives an update from the open day on the 18thJuly and what has been agreed among all ATF members. The event was well received and successful.
Those who participated, shared their opinion on the airport before and after the event. The results demonstrate and increased awareness and engagement.
16.25 – 16.30 AOB
Omni Connect
CLO shares his experience – overall good service, prompt agents but believes this is a work in progress and still needs to be fully delivered. He was pleased to see that he could be open and share his thoughts with agents and vice versa.
CL shares her experience – people were visibly engaged with their job and the host was good, natural and enjoying providing service. Her concerns include buses without a step free access (they still currently have three steps and therefore it takes a long time to board). Also, there is an issue with kerbs in T3 that slows down the traffic. CL shares that the agent felt it was difficult for them to share their opinion on improvements and development due to lack of communication.