Marleen Roose, Customer Service Manager, Brussels Airport Company, Belgium

Speaker Biograghy: Marleen has been working in the airline industry since 1988. She first joined Sabena and in 1989 helped with the startup of American Airlines in Brussels and worked for them as a Senior Passenger Service Supervisor. In 2013 she was given the opportunity to work for the Airport Authorities as a Duty Manager Customer and Passenger Services. In 2014 she was selected to become Customer Service Manager Operations, a new position. Her job involves performing key account management: every day is challenging as she is the liaison between the airlines and Brussels Airport Company. She holds a portfolio of different strategic accounts, alliances and other key accounts. One of her responsibilities is PRM services at Brussels Airport.


Day 3 - 16 March
Session: Ageing Population & PRMs

12:55 - 13:30 - Panel Discussion: Is there a way to contain PRM charges within acceptable levels?
Synopsis: With very few exceptions, PRM charges have been increasing year on year since they first came into force in 2008/2009. Traffic numbers show the growth in passengers requesting assistance is three times faster than the total number of passengers. With the PRM charge applying to all departing passengers, the faster growth of the PRM segment is seeding the ground for a sharper increase in the charge in the years ahead. The panel will discuss how airports and service providers plan to cope with traffic increase and give passengers with disabilities quality service without having to dramatically increase the PRM charge.

Day 3 - 16 March
Session: Ageing Population & PRMs

11:55 - 12:25 - Multimover: innovative, comfortable, safe PRM equipment at Brussels Airport
Synopsis: The presentation will demonstrate how Brussels Airport Company is actively participating in developing, testing and – after successful results – using PRM-friendly and, above all, safe equipment. We are result driven and worked together with our PRM assistance provider and the manufacturer to design the most comfortable and customer-service-orientated PRM vehicles. We introduced the émover at the beginning of 2016. Due to its success we decided to develop a multimover, which can hold six PRM passengers, with the main focus on safety and comfort.

Audience will learn: