The following survey is being conducted to collect a general understanding of PRM Stakeholder perceptions towards the current PRM environment. The results will be shared during the 8th Annual Airport PRM Leadership Conference. We kindly ask all registered attendees to complete the survey.  If you are unable to attend the conference but would like access […]

The Accessibility Awards have become a prominent feature of the Airport PRM Leadership Conference, and this year’s ceremony looks to build upon the success of previous editions. The 4th Accessibility Award will be chosen by the attending audience as they listen and learn about the 2024 finalists’ innovations and initiatives in their PRM service. The […]

Consider, and answer the following scenario: each dot represents a passenger. Can you accurately determine the total number of passengers? It’s likely that your initial estimate wasn’t correct, though it may have been close. When we don’t have an accurate starting point, understanding basic information becomes challenging, and we’re forced to make estimates. Without a […]

Growth brings opportunity! With a vision of continuous improvement and expansion, we are thrilled to announce the addition of Mathieu Piterboth to our team. As the new System and Network Administrator, Mathieu brings with him a wealth of experience and leadership in the field. His arrival signifies a new chapter of growth and innovation for […]

We’ve completed the current phase of our office expansion through the acquisition and refurbishment of the neighbouring building. This decision was made to cater to our growing needs and create a more conducive work environment for our employees. With the increased space, we have successfully relocated our Sales, Marketing, and support teams to the new […]

Ozion has partnered with Alba Robot, an Italian-based robotics technology company, to integrate their “self driving people movers” technology into Ozion’s PRM Manager. The partnership is aimed at improving the passenger experience for those with mobility challenges by reducing wait times and providing real-time updates to ensure passenger service as needed throughout their journey. Capturing […]

During the 7th Annual Airport PRM Leadership Conference delegates were invited to discuss, brainstorm and share ideas on pre-selected concepts during an interactive whiteboard session. The room was divided into three working groups with each moving from one whiteboard to another in 7-minute intervals. The results were stunning, the level of involvement and discovery was […]

Ozion Airport Software are delighted to have delivered the 2022 Airport Accessibility Award winner trophies to King Khalid International Airport (Saudi Arabia) and King Salman Center for Disability research during the 6th International Conference for Disability and Rehabilitation at Al-Faisal University in Riyadh on December 5th. The 7th Airport PRM Leadership Conference brought together leading […]

Passenger Assistance Services across the aviation sector continue to digitize, yet this transformative journey remains predominantly led by substantial operations serving larger airports. Meanwhile, smaller, yet equally vital services, have often been presented with a discomforting barrier to entry in their pursuit of digital transformation. In an effort to lead digital adoption Ozion Airport Software […]

Skytrax announced the World’s Best PRM / Accessibility Facilities rankings for 2022 during the awards ceremony that was held during the Passenger Terminal Expo in  June 2022. This year’s leader board was once again dominated by Japanese airports, but the notable absence of European Airports in the 2021 ranking was replaced with, perhaps, an indication […]

CASE STUDY PRM SERVICE IDENTIFIES ROOT CAUSE FOR AIRLINE’S LOW PRE-NOTIFICATION AND IMPLEMENTS SOLUTION The following case study explores a challenge faced by a proactive service provider who had been operating the PRM service for just over 13 months in a mid-sized airport. During a bi-annual meeting the provider shared a growing and recurring frustration […]

By  George Sensalis Miami International Airport (MIA) won the Airport Accessibility Award 2021 at The Airport PRM Leadership Conference, organized by PRM software developer Ozion Airport Software. The annual conference brings industry stakeholders, policymakers, regulators, accessibility advocates, and end-users together once a year to discuss and disseminate best practices and innovation. Miami International Airport followed […]

Dr. Shelley Kelsey, Senior Research Officer National Research Council of Canada A Senior Research Officer at the National Research Council of Canada where she leads a wide range of research, design and development projects related to passenger and crew air travel at the Centre for Air Travel Research in Ottawa. Her passion is research and […]

Eric Lipp, Executive Director, Open Doors Organization Eric founded Open Doors Organization (ODO) after personally experiencing the restrictions that people with disabilities face in everyday life due to lack of awareness and accessibility. In the 21 years since, he has assisted countless companies in the travel, tourism and transportation industries to better serve the disability […]

Christopher Wood MBE, Aviation Accessibility Consultant – FlyingDisabled Chris has approached and lobbied Government with success, his campaign forms part of the Governments Aviation Strategy 2050. He has also been contacted by governments from Canada and the USA, both have brought aspirations for better access in their own countries. Chris is now working alongside the […]

 Linda Ristagno, Assistant Director External Affairs, IATA, Geneva Linda is Assistant Director External Affairs in IATA Geneva. In her role, she promotes the development of consistent policy and multilateral dialogue by working with policymakers, member airlines, and industry stakeholders. Linda leads IATA’s work on accessibility for passengers with disabilities and the aging population and […]

, Head of Air Passenger Rights Unit – Federal Office of Civil Aviation Switzerland Katharina is responsible within FOCA for the enforcement of Air Passenger Rights in Switzerland, namely Regulations (EC) No 261/2004 and 1107/2006. Whereas enforcement of Regulation (EC) No 261/2004 is based on administrative penal proceedings initiated by individual passenger reports, enforcement of […]

James Fremantle , Manager –  Consumer Policy and Enforcement –  (CAA) James is Manager, Consumer Policy and Enforcement, with responsibility for enforcing UK aviation consumer protection legislation, including accessibility and enforcement of Regulation UK1107/2006 concerning the rights of disabled people and those with reduced mobility. His role is varied, working with a number of stakeholders on […]

Kate Hardwick Accessibility Researcher and Airport Planner Throughout the last 2 years, Kate has worked with key members of the aviation and accessibility industries to research the future of airport accessibility. This research has resulted in the development of an industry roadmap which could guide accessibility improvements forward to 2036. This piece of research is […]

Rupesh is an airside specialist who has been working in the field of airside management for the past 23 years. Currently leading the team to ensure that airfield is delivering excellent customer service, operational and safety performance, whilst maintaining its obligation in terms of regulatory and statuary requirements by deliver value to users, stakeholders and […]

Cristina has a comprehensive knowledge of Human Resources, Administration and Training gained in a, academic and professional capacity through international placements. Currently operating from Novability head office in Puglia, Cristina overseas all human resource management throughout the organisation including PRM agents. Cristina has successfully migrated teams during operational expansion through PRM and Handling contract acquisition […]

 Stephen initiates and improves relationships with a wide range of stakeholders, partners, regulatory bodies, charities, and passengers. His main areas of focus are ensuring delivery of all regulations, driving the highest levels of customer service and working with Airlines, Strategic Partners and HAAG/CAA to deliver Heathrow’s vision to be the most accessible airport in […]

Hiea Dhakil found her way into the world of business as a young marketing Director for Norway’s biggest fast-food company. In 2018, still under the age of 30 Dakhil began a new journey, now as a manager for of the most demanding divisions at Oslo airport, the service for passengers requesting assistance. She quickly put […]

Alexa is an International Project Manager, responsible for the client interface and delivering projects, including software implementations at Ozion. She is passionate about improving airport operations, through delivering smart solutions to Ozion’s clients across the board: security, ground handling and specifically assisted services. Alexa has a background in engineering and regulatory affairs with over 10 […]

 Mark Hicks, Business Development Director – Transport & Aviationn Wilson James Limited Mark has over 14 years’ experience in aviation. He has worked the majority of his aviation career at London Heathrow Airport, as a Duty Manger at Terminal 5, followed by his role as Head of Passenger Support Services at Terminal 3, before […]

As head of regulatory affairs of ADR, Fabio is in charge of economic regulation oversight for Rome airports. He also serves as chairperson of ADR Assistance, where he has been a board member since 2012. Prior to joining ADR and ADR Assistance, in 1999-2007 Fabio has been a director of equity research at Merrill Lynch. […]

Welcome, It is a great pleasure to welcome new and old participants to the Ozion 6th Annual Airport PRM Leadership Conference. As the world emerges from the acute phase of the Pandemic, the aviation industry is seeing a faster-than expected rebound, a welcome yet challenging stage where operators need to work harder than ever before […]

As head of regulatory affairs of ADR, Fabio is in charge of economic regulation oversight for Rome airports. He also serves as chairperson of ADR Assistance, where he has been a board member since 2012. Prior to joining ADR and ADR Assistance, in 1999-2007 Fabio has been a director of equity research at Merrill Lynch. […]

A globally known accessible air travel expert and airport accessibility consultant. In 2012 he joined the UK Civil Aviation Authority Access to Air Travel Panel and the Easyjet special assistance advisory group. Since 2015 he has chaired the Ageing Population and PRMs track at Passenger Terminal Conference. Between August 2017 and July 2019 Roberto served […]

William L. Neece is the Director of Airport Solutions for Ozion and also the Conference Director of the annual Airport PRM Leadership Conference. He has overseen the effective use of technology to transform operations for assisted passengers in the full range of airport sizes, smaller regional to extremely large airport hubs. An active listener. William […]

Giorgio has been working in the field of aviation and passengers with reduced mobility since 2012. In 2016 Georgio became a PRM trainer and later Co-Founded Novability in 2017 where he currently sits as chairperson, where his responsibilities include overseeing PRM operations in two of the providers PRM operations – Bari and Brindisi airports Read […]

Rupesh is an airside specialist who has been working in the field of airside management for the past 23 years. Currently leading the team to ensure that airfield is delivering excellent customer service, operational and safety performance, whilst maintaining its obligation in terms of regulatory and statuary requirements by deliver value to users, stakeholders and […]

Wen possesses a track record of 21 years in Airport operations of which almost 2 years KLM airline. He has led several operations departments. Last 5 years he is the PRM manager at Schiphol and accountable for this service. He has a great team around hime with whom he works together to do everything they […]

Mark has over 14 years’ experience in aviation. he has worked the majority of his aviation career at London Heathrow Airport, as a Duty Manger at Terminal 5, followed by his role as Head of Passenger Support Services at Terminal 3, before attaining the role of Head of Customer Relations and Service at Terminal 3. […]

Katharina is responsible within FOCA for the enforcement of Air Passenger Rights in Switzerland, namely Regulations (EC) No 261/2004 and 1107/2006. Whereas enforcement of Regulation (EC) No 261/2004 is based on administrative penal proceedings initiated by individual passenger reports, enforcement of Regulation (EC) No 1107/2006 is mainly based on audits and inspections. Read about all […]

Linda is Assistant Director External Affairs in IATA Geneva. In her role, she promotes the development of consistent policy and multilateral dialogue by working with policymakers, member airlines, and industry stakeholders.  Linda leads IATA’s work on accessibility for passengers with disabilities and the aging population and oversees the advocacy campaign to promote restart of travel […]

Steve Wilson is the Regulation & Relationship Lead for Assistance in Heathrow. He initiates and continually improves relationships with a wide range of stakeholders, partners, regulatory bodies, charities, and passengers. he evaluates and develops action plans to ensure relationships continue to be proactive and results driven. Hismain areas of focus are ensuring delivery of all […]

Hiea Dhakil found her way into the world of business as a young marketing Director for Norway’s biggest fast-food company. In 2018, still under the age of 30 Dakhil began a new journey, now as a manager for of the most demanding divisions at Oslo airport, the service for passengers requesting assistance. She quickly put […]

Alexa is an International Project Manager, responsible for the client interface and delivering projects, including software implementations at Ozion. She is passionate about improving airport operations, through delivering smart solutions to Ozion’s clients across the board: security, ground handling and specifically assisted services. Alexa has a background in engineering and regulatory affairs with over 10 years […]

Throughout the last 2 years, Kate has worked with key members of the aviation and accessibility industries to research the future of airport accessibility. This research has resulted in the development of an industry roadmap which could guide accessibility improvements forward to 2036. This piece of research is currently being considered for publication in conjunction […]

Cristina has a comprehensive knowledge of Human Resources, Administration and Training gained in a, academic and professional capacity through international placements. Currently operating from Novability head office in Puglia, Cristina overseas all human resource management throughout the organisation including PRM agents. Cristina has successfully migrated teams during operational expansion through PRM and Handling contract acquisition […]

Dr. Shelley Kelsey received her PhD from Carleton University’s Human Oriented Technology Lab with a focus on navigation and cognitive psychology. Her Masters was received from Tufts University in Experimental Psychology. She has over 15 years in human factors consulting and research within high-reliability industries such as healthcare, defense, security, nuclear and aerospace. Dr. Kelsey […]

Eric founded Open Doors Organization (ODO) after personally experiencing the restrictions that people with disabilities face in everyday life due to lack of awareness and accessibility. In the 21 years since, he has assisted countless companies in the travel, tourism and transportation industries to better serve the disability community. As much of ODO’s work is […]

We are delighted to announce that James Fremantle will be returning to speak at the 6th edition of the Airport PRM leadership Conference. The Civil Aviation Authority is the UK’s specialist aviation regulator. In addition to its safety and security responsibilities, the CAA enforces a range of passenger rights legislation and general consumer law. James is […]

Ozion Airport have been invited to present to an illustrious audience composed of airline and ground handler managers and directors at the Annual GHI conference next week. Director of Airports, William L. Neece will introduce the evolution of digitization in a handling environment, providing an insight into the current status of technological offerings as well […]

  We are delighted to announce that Christopher Wood will be speaking at the upcoming conference. Chris has been campaigning and lobbying  better accessibility in air travel for many years. Spurred by a holiday to Mexico with his daughter where “the flights were awful” in 2015, he decided to research why wheelchair users were not […]

Voted winners of the Airport Accessibility Award at the 5th Annual PRM Leadership Conference in 2020, Bologna Guglielmo Marconi Airport’s finely balanced approach to PRM with its humanistic approach and technological innovation proved favourable among voters composed of PRM stakeholders from 54 countries. Since winning the award, travel conditions have been precarious. William Neece, Director […]

The Call for Speakers Is Open Through July 23, 2021 The program brings innovators and leaders in the area of providing accessible services in our airports together to share best practices and innovation. Airlines, Airports and Service Providers are invited to apply to speak on this global stage, are you ready to inspire and shape the future of […]

No-Show Analysis and Reporting Webinar #1 In the upcoming webinar we will explore PRM data collection, the interpretation and operational implications of Passenger No-shows on arrival. This session will explore a crucial analytical tool PRM Manager users leverage to better understand operational consequences of no-shows and how stakeholders can adapt operational practices to maximum resource efficiency, […]

PRM Analysis and Reporting Webinar #1 In the upcoming mini-webinar series we will explore PRM data collection, the interpretation and operational implications of Airline-Notification performance. The first session will explore a crucial analytical tool PRM Manager users leverage to better understand external influences on their PRM operation, its’ efficiency, SLA adherence and impact on the bottom-line. Through accurate data […]

Question 1: How did your Q1 2020 passenger traffic compare to Q1 2019? (Figure 1): Upon comparison of 2019 PRM traffic rates with 2020 it comes as no surprise traffic is down. Responding airports reported rates of 50% and providers 63% globally. When accounting for all business types (airlines, authorities…) the averaged traffic rates sit […]

The 5th Annual Airport PRM/Assisted Operations Leadership Conference was always intended to be a milestone event and 2020 certainly threw some hurdles to what the event hosts, William L. Neece and Roberto Castiglioni, proudly organised and delivered as an interactive event that touched on pertinent topics for airport assisted service operations in a physical environment. […]

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