EasyJet 2015 Annual Report Download - page 49

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Strategic report Governance Accounts
www.easyJet.com
The easyJet Special Assistance Advisory Group (ESAAG)
was established in 2012 to provide feedback and guidance
to easyJet on the services it provides to passengers who
require special assistance.
The group is made up of experts in disability issues and
accessible travel. We meet regularly with easyJet managers to
discuss the Company's forward proposals, best practice and
emerging issues. Crucially, oversight and regular reporting
back on the rolling programme of training at every level has
helped to support staff in doing a better job with greater job
satisfaction. The group takes a pan-European approach and
includes members from key easyJet markets: the UK, France,
Switzerland and, most recently, Italy. One of our meetings
was hosted in Paris by the French disability organisation
Association pour Adultes et Jeunes Handicapes.
easyJet carries more than 400,000 passengers who need
special assistance every year. This is a growing number and as
societies across Europe age it is very likely that more people
will need this assistance in the future. easyJet wants to be an
airline for everyone, including people with disabilities and
those with a variety of challenges requiring additional support.
Over the last year ESAAG has helped easyJet to introduce
on-board wheelchairs across its fleet. The group has also been
involved in changes to cabin layout, which includes a newly
designed accessible toilet. ESAAG has also had a role in wider
easyJet projects, such as the consolidation of easyJet
operations at London Gatwick into the North Terminal and
digital developments such as improved information and
advice, the ongoing reconfiguration of the easyJet website
and apps for use in navigating airports.
The customer satisfaction amongst easyJet passengers with
reduced mobility was 87.4% this year, which was higher than
for customers in general. We believe this reflects the focus
easyJet and ESAAG give to providing the right support to
passengers who need special assistance.
ESAAG is seeking to improve the whole journey for
passengers who need special assistance. Customers
understandably expect that when they book assistance
this will be done seamlessly between the airline, assistance
provider and the relevant airports.
Y ANCE ADVISORY GROUP
ESAAG sees its task as facilitating a speedier and more
customer friendly experience for all passengers and the
improvement in reputation and therefore customer
satisfaction. But considerable emphasis is needed on
the different commercial elements, which make up that
experience and for which under European regulation the
airline, as far as the customer is concerned, is responsible.
This is why ESAAG has this year produced a pan-European
charter on meeting the needs of air travellers with disabilities.
The Charter recommends best practice for all aspects of
aviation special assistance. It was launched at the European
Parliament and has since been discussed at a UK aviation
industry session jointly hosted by ESAAG and the UK CAA.
ESAAG will continue to use the Charter to engage with
stakeholders across Europe.
I would like to thank the members of ESAAG for their work
and easyJet for continuing to engage with and support the
group. ESAAG is helping to deliver real improvements for
passengers and is driving competition within the industry
to improve the service offered to travellers.
We look forward to continuing this work.
Rt Hon The Lord Blunkett, of Brightside and Hillsborough
Chair of easyJet Special Assistance Advisory Group
ESAAG members
Rt Hon The Lord Blunkett, of Brightside and Hillsborough – Chair
Ann Bates OBE – Independent accessible transport adviser
Roberto Castiglioni – Member of the Access to Air Travel
Advisory Group UK CAA, Access to Air Travel Consultant,
and Editor-in-Chief Reduced Mobility Rights
Ann Frye – Member of CAA Consumer Panel; Director,
PassePartout Training Ltd; Visiting Professor, University
College London
Mervyn Kholer – Age UK
Stefano Medaglia – Accessible transport adviser and architect
based in Milan
Jean-Marie Munier – Former adviser at Association pour
Adultes et Jeunes Handicap
Marcus Rocca – Mobility International Schweiz
REPORT FROM THE CHAIR –
RT HON THE LORD BLUNKETT,
OF BRIGHTSIDE AND HILLSBOROUGH