Passenger Services
Wheelchair Service
Air Serv is expertly prepared to meet today’s increasing demands for passenger wheelchair assistance from the curb or landside. Air Serv responds to more than two million wheelchair requests a year at 12 airport locations around the U.S.
Air Serv consulted with many of our airline customers, representatives for the disabled, the FAA and DOT to develop the most innovative and advanced wheelchair management solution in the aviation industry. As we developed the technology, we kept in mind that our ultimate goal was to improve response time to the passenger and to increase our efficiency so we could increase the number of passengers we served.
The dispatcher collects the wheelchair requests from the airline and then quickly transmits the electronic work order to the wheelchair service team member who is closest to the passenger needing assistance. Each Air Serv wheelchair employee carries a Nextel radio so our dispatchers can communicate in one of two ways: over two-way radio or through a mobile telephone network. The wheelchair service team member then transmits back an electronic confirmation, ensuring that the work order has been received and verifying the passenger pick-up and drop-off time. Electronic reports are maintained and constantly evaluated to improve our teams’ efficiencies and planning.
Our customers provide Air Serv with constant feedback as well, helping us to improve effectiveness and the efficiency of our system. For example, customers send us dozens of letters or emails each week thanking us for the exceptional customer service skills of our wheelchair team members.
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Services
"We were in the North Terminal and were told to evacuate. My husband is 80 and has 2 artificial hips, so walking fast is a real challenge. Cora came up behind us and offered him a wheelchair ... she got us in the wheelchair line and before we knew it, we were through security and back on our plane.
Cora was wonderful. She kept us both calm and at ease. She seemed to really care about us and how we were doing. Her customer care was outstanding. Her warmth, concern and general attitude was above the call of duty."
Joan G.
Atlanta, GA
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