Mid Year Review of 2007 Plans

TRANSED 2012 – SENSITIVITY TRAINING – THE KEY TO ENHANCING THE COMMERCIAL AIRCRAFT TRAVEL EXPERIENCE

September 19, 2012

Lorne Mackenzie, Director Regulatory Affairs

WestJet Airlines

Canada

Purpose of the Presentation

The purpose of this presentation is to demonstrate the importance of sensitivity training to enhance the experience of the elderly or persons with disabilities when travelling on commercial airlines.

Content of the Presentation

1) Overview

2) Fundamentals of an effective Sensitivity Training Program:Care and RespectSafetyAwareness and KnowledgeEffective Communication

3) Training for All Phases of the Experience:

– Booking– Check-in– In-flight

Overview – Canadian PerspectiveIn any given year, over 700,000 people with disabilities travel by air in Canada.

In 2007, 14% of the populationwere people 65 years of age and older

Forecasting 16% by 2016

By 2031, an estimated 25% of the population will be 65 years or older

Overview – Of Canadians over 65:

78% have a mobility impairment;

40% have a hearing loss; and

21% have a visual impairment.

Overview – Call to Action4.4 million elderly and persons with disabilities in

Canada54 million in the US60 million in Europe650 million worldwideWhat can we do as a commercial air carrier to enhance

the air travel experience?

Fundamentals of an effective Sensitivity Training Program

Care and Respect

Safety

Awareness and Knowledge

Effective Communication

Sensitivity Training – At Time of Booking

Starting the conversation

Managing expectations Through matching guest’sneeds to services offered

Some on-line limitations

Sensitivity Training – At The Airport

Checking-in

Moving through the terminal

Pre-boarding and Transfers

Sensitivity training – terminology

Sensitivity Training – At The Airport Continued

Sensitivity Training – In-flightSeating arrangements

Services offered – what we can and can’t do

Case by case – every person is unique

Allergy policy considerations

Sensitivity Training – In-flight ContinuedPersonal safety briefings

Emergencies – planned and unplanned

Dignity of risk

The need for attendants

Sensitivity Training – Program DevelopmentInternal advisory committee

External advisory committee

Focus groups and surveys

Open dialogue

Enhancing respect and dignity

Complaint Resolution OpportunitiesMediation (Canadian Transportation Agency)

Best practices

Founded on caring

Thank you!Thank you!