Birmingham Airport Accessibility Forum meeting minutes

Attendees

Apologies

Welcome and introductions

Andy welcomed attendees to the meeting, which was hosted at Diamond House at the airport. Introductions were made and new attendees were introduced, with apologies for those unable to attend shared with the group. Andy then provided an overview of the Accessibility Forum, its aims, and ambitions, for the benefit of the new attendees. Before running through the main action points from the previous meeting and sharing the format and agenda for the forthcoming meeting.

Airport & Assisted Travel performance

Arron started his presentation by summarising the Assisted Travel department’s annual ECAC scores, which the Civil Aviation Authority (CAA) use to help gauge airports Accessibility standards and performance against. Which were favourable and had remained consistently above the CAA’s minimum standard of 97% throughout the year. This despite the airport having assisted nearly 200,000 passengers during the year.

Arron went on to explain how the airport was now planning to replace a number of older vehicles and adding name badges as part of the new uniform standards, which will be allocated to each staff member in the near future. As well as increasing the use of Aviramps within the operation (long zigzag ramp that can be rolled parallel to an aircraft to aid embarkation and disembarkation for passengers who cannot utilise steps). All of which were designed to enhance the customer experience throughout the airport.

Arron then providing an update on a number of the observations that were made following previous Forum member inspection visits. Including a summary of those that had already been addressed and others that were scheduled for completion in the future. These included comments about some of the support provided by the interconnecting surface transport providers to the airport, such as the Avanti train rail link. As well as suggestions for improvement to elements of the current wayfinding and signage in and around the terminal and proposed enhancements to the airport’s website and current disability awareness and etiquette staff training modules.

Arron went on to advise the members that he had already started to engage directly with a number of the charities represented on the Forum to discuss specific training initiatives. And was keen to create a number of bespoke familiarisation visits for the service users and beneficiaries of these organisations, in order to provide greater awareness of the processes and procedures available at the airport in advance of their own possible travel plans.

Following which he explained how the Assisted Travel team had been circulating feedback cards in recent months to passengers prior to their flight as well as upon arrival. To better understand more about passengers airport experience and to capture any learnings in order to help support future improvements. Arron was pleased to announce that there had been an 84% satisfaction rate for those passengers who had received airport assistance. However, noting that arriving passengers were averaging a lower CSAT (Customer Satisfaction) score than departing passengers, which needed to be investigated.

Louise then asked to share her own recent personal travelling experience through the airport with the Forum members. Explaining how her cane had become caught up whilst moving through a body scanner. Saying that because there was no contrast on the ground to indicate the rise in floor level, she had stumbled and consequently her cane had become trapped. She felt that this would need to be addressed when the Next Generation Security machines are fully operational at the airport. Adding this should also be applied to any raised objects attached to the floor, such as pillars.

Louise also said that when she had approached the Landside Assisted Travel desk, she was not asked how she could best be assisted. Instead, the host asked Louise’s travelling companion, if she would be happy to escort Louise to the Departure gate. Or better still, would Louise prefer to be supported by a member of the Assistance Team directly.

Arron responded by saying this type of behaviour was clearly not airport procedure and he would take this feedback directly to the Training Manager. To ensure that the correct process for first interaction and how to communicate with all passengers was emphasised.

Customer Strategy update

Stuart then introduced himself to the Forum, saying that as Head of Customer Strategy his focus was ‘Putting the customer at the heart of everything we do, creating connected, personal experiences that are accessible for all with moments that engage and delight’. Before highlighting a number of major new projects scheduled for completion during 2024. Which included Family Zones and the creation of a number of new Orientation and Charging hubs, which will include seating with enhanced charging capability. As well as installing six new water hydration stations throughout the terminal. Which will have swan necks added to the existing water Fountains to allow passengers to fill their bottles more easily. The airport also plans to install a nursing room onto the International Pier, to allow mothers an area to express private.

Stuart then added that he would like to add a Sensory room, which will be aimed at passengers of all ages and not designed in a way that would just appeal to children.

Kelly said she would be more than happy to advise Stuart on appropriate designs and layout in order to optimise the space and make it more effective for a varied audience.

Stuart was also keen to ensure the room was only used by those for which it was intended. So, the plan was to add a digital lock on the entrance door.

Louise pointed out that this may be an issue for some passengers who are visually impaired. But she would be happy to support the airport by looking at alternative methods that would benefit all.

Stuart continued by sharing a number of slides which highlighted the corporate colours within the Birmingham airport logo and how these will be incorporated into airport related design such as signage, flooring etc. As well as slides showing the material choices for future designs that could be layered to add depth and visual interest. Whilst reflecting warm cosy textures in keeping with the new internal architecture, such as a branded internal lighting system. Ultimately resulting in a proposed Welcome Island to greet passengers as they approach the airport. Similar to the example shown in the accompanying slide pack such as Los Angeles airport’s iconic symbol LAX.

Stuart finalised his presentation by briefly discussing how the airport plans to continue integrating technology into the airport in the future. So as to connect digital and physical experiences, by introducing digital wayfinding, gate automation and flight information display screen enhancements. As well as the inclusion of chatbots to the airport’s website for example, to help improve efficiency and enhance the customer experience.

Next Generation Security inspection

The Forum members then made their way directly to the terminal building where an on-site inspection of the new airport Security facility, which had literally just opened to some passengers, had been arranged. Here the members were introduced to Issy Pearce-Mason, the airport’s Security Manager, who escorted them around the new equipment. Comprising of a couple of lanes at that time, Issy wanted to demonstrate the impact the new technology would have in terms of processing passengers more efficiently and effectively. The new technology which will be rolled out during 2024, as per government guidelines, will provide CT technology allowing passengers to leave electronics and liquids in their bags rather than removing them for screening. With a view to reducing stress, anxiety and helping to ease the passenger journey.

Andy asked how passengers would be made aware of the new style of equipment and the change in procedure in the months ahead. Suggesting the airport might consider making an explanatory video for PRM passengers. To explain how the new equipment works by highlighting the benefits and summarising what had now changed from the old process.

Nick suggested creating a slow lane, as he was concerned the new process was almost too fast and certain passengers with autism, anxiety, or reduced mobility for example, might find the new process somewhat overwhelming.

Janice suggested that more classroom training be provided to staff on hidden disabilities, ensuring awareness training was carried out frequently.

Kelly noted during her inspection, that some passengers had commented about the noise with the intermittent beeping coming from the machines.

Andy asked whether there was anything the airport could do to alleviate this problem. Either by fast tracking passengers wearing a sunflower lanyard or those who appeared anxious or displayed increased levels of stress, caused by the volume of people and the noises generated by the machines. And whether the airport provided ear defenders for those passengers who may require them.

Issy also acknowledged the small lip leading into the Body scanner which could be a potential trip hazard for some passengers. But again, explained how this had been difficult to overcome. So proposed details of the lip should be better communicated to passengers in advance of travel via the website for example.

Louise felt it was important that passengers were advised in advance about the change in surface type and lip leading into the scanner, as this came as a surprise to her during her inspection visit. Suggesting that the Security Hall would benefit from better colour contrast on the floor next to new machines and pillars within the new area.

Taryn noted that there was insufficient space to walk around a scanner. So, was it correct that the scanner would remain inactive until a member of staff pressed the button in order to turn it on?

Issy confirmed that this was correct, advising that the scanner was only active for 0.1 seconds when active.

Gary wanted to know whether people in wheelchairs could use the scanner.

Issy confirmed that if a passenger is able to stand, they can choose to use a body scanner. But for those using a wheelchair who aren’t able to stand independently, they would have a body search outside of the scanner.

Although Chris was confident going through the new Security machines, he felt others with diabetes may not be confident walking through the machines. So asked about any possibility of having gaps between the body scanners.

As he was aware that a number of diabetic passengers had expressed concerns about the new Security technology that was soon to be introduced. As many were reluctant to risk having their glucose pumps and monitors scanned in the event of potential damage. And with over 1 million people currently in the UK now wearing devices for diabetes he was concerned about the impact this may have on airports. So asked whether a red/green light indicator could be utilised on the new scanners to indicate whether they were active, before a diabetic passenger passed through them for example.

Issy agreed that it was important to carefully manage diabetic passengers’ expectation as the red/green light indicator for the scanners was still some way off unfortunately.

Arron proposed that the immediate solution must come in the form of an updated and informative website with accompanying videos, to help better explain the new Security equipment, once installed. As well as the processes and procedures adopted by the airport.

The Forum members then left the Security Hall and were led back to Diamond House to continue with the meeting.

Wayfinding & Signage

Deane and Stuart continued the presentations by informing the Forum about the Birmingham Airport branding, which was currently in the process of being reviewed, along with the airport’s current signage and wayfinding. So that it will be functional and more accessible for all passengers, including those utilising the Assisted Travel service. Various examples of the proposed colour palette and font type were also shared with the members. Along with images of proposed sign types with their varying heights and favoured symbols.

Deane said he would consult further regarding all proposed new signage projects, to ensure Forum members had an opportunity to inform design and put forward other suggestions that could be considered.

Staff training & PRM airport video

Andy then advised the Forum members that he wanted to have an open discussion about the level and detail of staff training that was currently being carried out at the airport. To see whether there were any gaps or areas where enhancements could be offered, with support from the Forum member organisations.

This included how training is currently delivered, be it face-to-face, or e-learning, or both, nature of the content and how it had been created. Was there input from persons with lived experience for example, and what were the qualifications of the persons delivering the training. Saying that he was aware that this was now a particular area of focus for the Civil Aviation Authority, who would be in the months ahead independently validating each airport’s staff training modules, especially Disability Awareness (DA) training.

Andy started by asking Arron did the airport currently offer a DA training module to its own employees, as opposed to the third party subcontracted employees. And if so, how was it delivered.

Arron responded by saying the airport was currently conducting a training review in order to better understand the varying training requirements across the entire airport. Whilst recognising there was not a one-size-fits-all solution. Therefore, Birmingham Airport had divided the areas of focus into different categories:

• DA Training for all Birmingham Airport employees including Security.

• Customer Experience & enhanced DA training for the Assisted Travel team.

• DA training for all third-party partners.

Arron then went on to discuss how the airport was working with their service provider to assess and improve their training, and this included attending their respective training courses in person to ensure the messaging, content and facilities were suitable. Adding that the airport was also introducing a new guru programme; to ensure that new starters are paired up with selected staff members, who will guide and support them to adopt the right habits. Following which they will need to satisfy a comprehensive checklist before being signed off.

Arron rounded up by informing the Forum that he was due to meet with a staff training provider soon, who will host an initial online Equality and Diversity training course. He will continue exploring options on how this can be refreshed and expanded - including members of the airport Security team.

Stuart continued advising that he was leading a project to roll-out new Customer Experience training to all the Birmingham Airport teams and this would include the Assisted Travel team. Who will now be one of the first to receive this training, hopefully before Summer 24.

All the Forum members supported these initiatives and collectively added their full support with necessary guidance to any future training material and course styling, as and when required.

Any other business

There were no further questions from Forum members, so the meeting was concluded, with Andy and Arron thanking everybody for their attendance and support.

Actions

• Arron to provide an update on staff training progress and seek further support from Forum member organisations going forward.

• Stuart to provide update on future Customer Experience projects.

• Deane to provide update on future Wayfinding and Signage project.

• Darren/Issy to provide update on Next Generation Security roll-out.

Next meeting Tuesday, 15 October 2024