Liverpool: Airport Reduced Mobility Service PRMs

[Silvercity]

I attended an interesting meeting on Tuesday with the head of customer services at Liverpool Airport.

What I didn't appreciate was that passengers that request assistance through the airport, the cost of that is borne totally by the airport company. Done of the LoCos pay towards this service, so apart from Legacy and some charters it's a large cost to the airport.

The actual provision is contracted to a firm called ABM , they do the wheelchair assistance from check in to gate. For Liverpool assistance travel has grown since Jet2 started also the Lourdes flights have many of these passengers.

Unfortunately there has been an upward trend of passengers who really abuse this service , because it's easy to book and it's free. It's gets passengers on to the plane first and through security faster departing and arriving. You would think that personal could actually question passengers who look like they are not using the service in the way it should be, but unfortunately this is prohibited by the CAA .

I feel something will need to happen with this as these actions are spoiling it for legitimate passengers and of course costing the airport greatly.

 

[Aviador]

PRM services was mandated by law after far too many passengers were being left high and dry by airports and airlines. It is the responsibility of the airport while passengers are using those facilities. This responsibility is handed over to the airline once onboard the flight. Not all airports contract these services out. Some will provide their own PRM service. Leeds is a good example of that and the consumer satisfaction has improved dramatically over recent years since the airport authority took control. Prior to the service becoming mandated disabled passengers were being left at departure gates and on walkways. Something had to be done. The new law meant airports had to provide basic levels of care for passengers using their facilities. The trouble with airports is they don't like to pay for anything that isn't making them money. Security, Air Traffic Control and passenger with reduced mobility services are an annoying necessity that airports would rather do without if they could. #PRM #ReducedMobility

Passengers with disabilities and reduced mobility | Civil Aviation Authority

Information about your rights and how to access special assistance

www.caa.co.uk

 

[Silvercity]

Apparently in the US disabled passengers are looked after by individual airlines.
The ABM contract at Liverpool for servicing disabled passengers is due for renewal soon. They are likely to be staying with same contractor, however the next term will bring some more more equipment for loading / unloading disabled passengers.I was very impressed with Christine who is in charge of customer services , very empathetic with disabilities.

 

[Aviador]

Personally I think the airport should be responsible as it is here and throughout the EU. You wouldn't expect Northern to see you out of your car onto a train so why should easyjet see you from your car to the plane. That's my view anyway.

 

[Silvercity]

Personally I think the airport should be responsible as it is here and throughout the EU. You wouldn't expect Northern to see you out of your car onto a train so why should easyjet see you from your car to the plane. That's my view anyway.

I suppose it's just another system they have over there.

 

[Silvercity]

From Inst

 

[Aviador]

LBA are using Aviramp for many of their flights now to remove the use of aircraft steps where an aircraft air bridge isn't available. Does Liverpool have any of these?

 

[Silvercity]

LBA are using Aviramp for many of their flights now to remove the use of aircraft steps where an aircraft air bridge isn't available. Does Liverpool have any of these?

I know they have Ambulifts . Apparently passengers needing assistance through the airport has increased a lot recently. I guess thats a good thing if those passengers feel relaxed using the airport with the assistance service.

 

[Aviador]

I know they have Ambulifts . Apparently passengers needing assistance through the airport has increased a lot recently. I guess thats a good thing if those passengers feel relaxed using the airport with the assistance service.

Ambulifts are usually in short supply at airports and where there are cases of multiple people requiring assistance they can consume long periods often causing other flights to wait. I'm yet to see how the Aviramp works in practice but I'm hopeful they will make a big difference.

 

[Silvercity]

Ambulifts are usually in short supply at airports and where there are cases of multiple people requiring assistance they can consume long periods often causing other flights to wait. I'm yet to see how the Aviramp works in practice but I'm hopeful they will make a big difference.

I will try and I find out if Liverpool uses them too. I don't actually know myself.

 

[Silvercity]

I will try and I find out if Liverpool uses them too. I don't actually know myself.

No all Ambulifts

Liverpool Airport Special Assistance | Airport Guides

Provides information on Liverpool Airport special assistance and services available to those with needing extra assistance

www.liverpool-airport-guide.co.uk

 

[CM.]

Ambulifts are usually in short supply at airports and where there are cases of multiple people requiring assistance they can consume long periods often causing other flights to wait. I'm yet to see how the Aviramp works in practice but I'm hopeful they will make a big difference.

They really don’t make any difference the point of getting them was to reduce the use of the Ambulift or PRM as we call them. They couldn’t fit a wheelchair up the ramp or passengers that required assistance from ambulift couldn’t get up the ramp so even flights that have aviramp still need the ambulifts.

They’ve only just started regularly using it again at LBA after the incident with JZHT in December. Don’t think they have them at LPL but they make no difference other than they look a bit fancier than steps.

 

[Silvercity]

Liverpool Airport also handles passengers from the IOM who require specialist hospital treatment at one of the cities hospitals. Such as Cancer care. There is a a special quiet lounge for these passengers to use prior to their return back to the Island after treatment.

https://www.gov.im/news/2024/dec/03/patient-quiet-room-at-liverpool-john-lennon-airport/

 

[Aviador]

They really don’t make any difference the point of getting them was to reduce the use of the Ambulift or PRM as we call them. They couldn’t fit a wheelchair up the ramp or passengers that required assistance from ambulift couldn’t get up the ramp so even flights that have aviramp still need the ambulifts.

They’ve only just started regularly using it again at LBA after the incident with JZHT in December. Don’t think they have them at LPL but they make no difference other than they look a bit fancier than steps.

Fair point. There are often flight with multiple passenger who the airlines call "slow walkers" and without a wheelchair couldn't otherwise get off the aircraft with the usual steps so maybe Aviramps are aimed at these people so they can actually walk off?

 

[CM.]

Fair point. There are often flight with multiple passenger who the airlines call "slow walkers" and without a wheelchair couldn't otherwise get off the aircraft with the usual steps so maybe Aviramps are aimed at these people so they can actually walk off?

Think so as getting off aviramp is downhill which is easier than going up hill so should be ok on inbounds although wheelchair users would still need the ambulift to leave the aircraft.

 

[paully]

God help anyone needing assistance at Liverpool..Honestly avoid...if your OK use Liverpool its great but the assistance is in the hands of a private operator..Weve been through Liverpool 3 times now and twice has been a disaster...Last time was Easyjet, urgh, on the 20th May..Ambulift turns up contractor looks and says 'We haven't room for this lot' ..how nice..Number1..quote those who arnt disabled get off now before the buses go..how nice again..Commander in the flight deck glued to his seat leaving others to deal..
Long story short waited in border force area for my wife and others to turn up..We were told by BF that the 2 previous flights didn't have any assistance offered at all!!!...I later asked the staff on the assistance desk what happened and they told me they had just 4 staff on duty that afternoon..Company management were atrocious...
I understand Manchester like LBA have brought this in house and it works..at LBA very well indeed..
Sorry but Liverpool is off limits to us now..Great shame but too much stress using it..We have lost all confidence in it..

 

[Silvercity]

God help anyone needing assistance at Liverpool..Honestly avoid...if your OK use Liverpool its great but the assistance is in the hands of a private operator..Weve been through Liverpool 3 times now and twice has been a disaster...Last time was Easyjet, urgh, on the 20th May..Ambulift turns up contractor looks and says 'We haven't room for this lot' ..how nice..Number1..quote those who arnt disabled get off now before the buses go..how nice again..Commander in the flight deck glued to his seat leaving others to deal..
Long story short waited in border force area for my wife and others to turn up..We were told by BF that the 2 previous flights didn't have any assistance offered at all!!!...I later asked the staff on the assistance desk what happened and they told me they had just 4 staff on duty that afternoon..Company management were atrocious...
I understand Manchester like LBA have brought this in house and it works..at LBA very well indeed..
Sorry but Liverpool is off limits to us now..Great shame but too much stress using it..We have lost all confidence in it..

That a shame to hear that. I will feed your comments to management.

 

[Aviador]

God help anyone needing assistance at Liverpool..Honestly avoid...if your OK use Liverpool its great but the assistance is in the hands of a private operator..Weve been through Liverpool 3 times now and twice has been a disaster...Last time was Easyjet, urgh, on the 20th May..Ambulift turns up contractor looks and says 'We haven't room for this lot' ..how nice..Number1..quote those who arnt disabled get off now before the buses go..how nice again..Commander in the flight deck glued to his seat leaving others to deal..
Long story short waited in border force area for my wife and others to turn up..We were told by BF that the 2 previous flights didn't have any assistance offered at all!!!...I later asked the staff on the assistance desk what happened and they told me they had just 4 staff on duty that afternoon..Company management were atrocious...
I understand Manchester like LBA have brought this in house and it works..at LBA very well indeed..
Sorry but Liverpool is off limits to us now..Great shame but too much stress using it..We have lost all confidence in it..

Regardless of who is running the PRM setup at Liverpool, the responsibility lies with the airport operator which is probably why many other airports are bringing it in-house.

 

[paully]

Regardless of who is running the PRM setup at Liverpool, the responsibility lies with the airport operator which is probably why many other airports are bringing it in-house.

I think in fairness to Liverpool they know the service provided is atrocious, the staff are demoralised, but lovely..The management are muppets only concerned with profit and Liverpool are locked in a contract they can't get out of but is destroying their reputation...The solution, though, is in their hands...its called kick ass..

 

[Silvercity]

I think in fairness to Liverpool they know the service provided is atrocious, the staff are demoralised, but lovely..The management are muppets only concerned with profit and Liverpool are locked in a contract they can't get out of but is destroying their reputation...The solution, though, is in their hands...its called kick ass..

Hi Paul

Ive passed your details onto someone I know well in the airports management team. He isnt directly responsible for that side of things but is sharing the details with the person who is today. He did say to me however, he was confident what happened to you isnt the norm because the contractor ( ABM) has been scoring very highly from customer feedback this year.

Personally I dont have much experience of using assistance, only two times because we travelled with two friends , one who did require the service. Once to Jersey, and once to IOM. It all worked fine, except for the arrival in Jersey when no one came to meet our friend from the plane who needed the wheelchair . It wasnt a complete disaster, as Jersey airport isnt big, but wasnt what was arranged.

I am going to a meeting at the airport this afternoon, its not the consultancy one, and it isnt airport employees , I will try and ask around if other people have any experiences with using assistance, when ' any other questions ' comes along. Unfortunately I have to dash off possibly before the end, but I will try. This is about all I can do right now.

Carl