Archive for the ‘Wheelchair Dispatch Services’ Category

DEN PrimeFlight in the News

Thursday, August 31st, 2017

Have you ever wondered, “What happens at an airport overnight?” Harriet Baskas with USA Today got a unique peak at Denver International Airport. PrimeFlight’s Operations Director at DEN, Jia Spain, goes over a few of our best practices when it comes to aircraft cleaning. Click the link below to read the article and get a behind the scenes look.


Behind the scenes: What happens at an airport overnight?

Technology Update – Tablets in Airport Wheelchair Services

Thursday, October 2nd, 2014

tablet-technology-for-wheelchairsAs airline technology continues to evolve, it’s not uncommon to see passengers organizing travel plans from their phones or tablets. It is increasingly easy for passengers to book flights and make changes online — a vast improvement to traveling most of us are well aware of.

Wheelchair services to and from flights are also integrating technology in new ways to provide a more efficient experience during travel for individuals who require a wheelchair.

Specifically, hands-free tablets positioned on wheelchairs can bring more options for wheelchair attendants, which allows them to provide better guest services. Recent improvements include:

  • Smart organization– A web-based and password protected app allows wheelchair services to quickly check a guest’s travel plans and safely escort them from one flight to the next.
  • Ease of access – Mounted tablets with a safety-driven focus provide better opportunities to stay organized, anticipate any flight changes and continue to assist passengers.
  • Better service – These tablets can be used by management to track quality and continue to refine effective, no-miss service for guests’ travel experiences.

At PrimeFlight, we enjoy serving guests with new technology opportunities to make travel easier. Our passengers are excited to be able to easily locate their wheelchair when they see their name on a mounted tablet, and they enjoy the quicker travel times and real-time flight updates.

With continued announcements of new wearable technology and mobile solutions, we look forward to navigating through the next wave of technology to enrich wheelchair services even further.

Why Quality Services Matter [Testimonial]

Saturday, August 30th, 2014

“I would like to compliment the extraordinarily good service we received from a PrimeFlight employee. We were traveling from Kansas City to Dallas on July 22. My wife walks with a cane and we had a long wait before our flight. She saw [PrimeFlight employee] Asher Bull with a wheelchair and asked if it was available. He went out of his way to wheel her to our gate, [and] made sure we were comfortable.

Then 2 hours later when our flight was ready to board, he came back, and wheeled us to the plane. Your company is well-served with people as friendly and helpful as this man.”

Testimonials like this one (who wished to remain nameless) are why we work hard to serve passengers well. We very much appreciate the recognition and are thankful for the opportunity to have served this individual and his wife.

To read more about the technology behind our high-quality wheelchair services or to request a proposal, please visit our Wheelchair Services page.  

Centralized Wheelchair Dispatching – A Better Model

Tuesday, October 25th, 2011

Wheelchair DispatchAir travel continues to change in response to the needs of the public it serves. Demand for the lowest possible fare has resulted in decreased services and amenities, with one exception:airline wheelchair services. Passengers with special needs are traveling in record numbers, thanks in part to the American with Disabilities Act (ADA) and its requirement that special needs passengers be given reasonable accommodations.

Hub and spoke systems — and the high potential for passengers to transfer from one flight to another — and airline code sharing — when passengers transfer between two (or multiple) different airlines during their journey — mean that it can be difficult to track SSR passengers once they are downline.

Centralized wheelchair dispatching and tracking systems are the solution to providing continuity of service while assuring the right resources are dispatched based on each passenger’s needs. One ongoing challenge is that different airlines’ computer systems often do not communicate well with each other, if at all, causing a breakdown in the tracking and dispatching process. The result is that special services request (SSR) passengers may not have assistance waiting for them at their destination.

Primeflight Aviation Services has developed a technology platform that provides greatly improved passenger SSR services. We utilize a cloud based dispatch and tracking system that routes multiple airports through a single dispatcher, improving control over the process. The system holds data for five years, allowing airlines to respond to queries from the Department of Transportation (DOT) and the ADA using real-time technology, thanks to timestamping of all services provided. PrimeFlight is also able to provide airline wheelchair dispatch services for passengers even when we aren’t the company providing the service. When it is your family member traveling, this means everything; the last thing you want is for your loved one to be left stranded and unattended at a strange airport.

For airlines, partnering with PrimeFlight is a cost effective means of ensuring your passengers receive excellent customer care. PrimeFlight’s automated system means improvement in SSR passenger response scores, which has positive impact on your airline’s position within DOT rankings. The use of one dispatcher as opposed to separate dispatchers at each airport allows for smaller staffing needs, which produces a significant labor cost savings. PrimeFlight’s software also allows for trend analysis which means you’ll have greater control on adjusting your staffing grid to match seasonal needs, whether that means ramping up or ramping down.


Centralized Wheelchair Dispatching Creates Cost Savings & Happy Passengers

Wednesday, October 19th, 2011


In an ideal travel world, all fights would be non-stop. But in reality, increased operational costs for airlines has required the adoption of a more fiscally sustainable model of operations, including a reduction in direct flights and condensed operations at some airports. These approaches present a challenge to airlines and passengers alike when it comes to Special Service Requests.

Recently issued government statistics show more than 34,000 disabled flyers have complained about their treatment, and 54% of the incidents have involved wheelchair assistance. That’s nearly equal to 1 complaint per 100,000 passengers about inadequate wheelchair assistance. And, it’s estimated that by 2030 nearly 39% of the U.S. population will be disabled, resulting in about 53 million more disabled people than in 1997, of which around a third of fly at least once every two years. In all, the challenge of a better SSR approach represents one of the biggest opportunities for airlines.

But, can airlines meet and exceed disabled passengers’ needs while also realizing increased operational efficiencies?

The simple answer is yes, through streamlining and centralizing the dispatching of wheelchair services and other SSRs.

Centralized dispatch services automate and consolidate the dispatch and execution of Special Service Requests (SSR) like wheelchair transport orders. With this model, wheelchair requests are received at a centralized location through direct requests from airports or through the airlines reservation systems. Utilizing a cloud based technology platform, dispatchers can look at a passengers entire travel day, including any connections, and dispatch wheelchair services across the entire reservation, even when a different wheelchair service provider performs the push from connection to connection.

A centralized dispatch platform automatically locates the wheelchair technician who is best positioned to fulfill the request. A dispatcher sends the request – including the passengers identity, specific location and pick up time – to a highly specialized Smartphone. Real-time updates go directly to the wheelchair technician in the event of a gate change. Pick-ups and deliveries are recorded on the Smartphone, which transfers all data about the push back to a central cloud-based server where it is stored for up to five years. Data is guaranteed to be accurate in case of a complaint, providing DOT Part 382 claim response in real-time. The streamlined workflow improves accuracy and efficiency, resulting in fewer flight delays. Most importantly, disabled passengers aren’t left wondering when and from whom assistance will arrive.

In total, a central dispatch platform eliminates the need for a dispatcher at each airport. It automatically adjusts for seasonal SSR demands or scheduling changes, and it reduces staffing overhead while improving coverage. The result is considerable cost savings to airlines looking for a better solution.