2. Enabling the Disabled to Fly Saudi Arabian Airlines
Presented by: Abdulaziz A. Al-Mohisen
Special Needs Unit

3. Agenda Background Achievements Services New Ideas Events & Ceremonies
Special frequent flier program
Social Media Awareness
Movie Production

4. Approach and Methodology
Purpose of the Study
As the world is becoming a small village all the human efforts have to join in hands and come with newly programs to assist the disabled. Saudi Arabia is very fast growing country with an age of 70 years.
We at Saudi airlines have been in the business of providing services to the disabled passenger since 1992.
Approach and Methodology
Background

5. We have gathered all the data needed to smooth the travel by air
As there are almost 1,500,000 million disabled citizens and a total of 28 domestic airports in Saudi Arabia, the transportation of disabled passengers is very essential. My government has supported the disabled by giving discount on all the governmental transportation including Saudi Airlines where any disabled can get 50% discount on his flights along with 1 companion and 50% on domestic and international flights with no limits on the number of flight per year.
In 1997 Saudi airlines established the onboard services programs (special need unit). Since then, we have continuously been studying and researching on what the exact needs of the disabled community requires in air travel.
We have gathered all the data needed to smooth the travel by air
Background

6. Saudi Arabian Airlines Special Needs Unit has been active for many years now, always seeking to anticipate the needs of special needs passengers
Along the way, we have been appreciated and recognised, by international organisations, local institutions, governments and above all passengers themselves
Today, we will summaries our accomplishments for your consideration
Background

7. Achievements Mercury Gold Award ‘92 Mercury Gold Award ’97
From the international flight catering Association for creating a special meal for the visual impaired
Mercury Gold Award ’97
From the international flight catering Association for Deaf Communication Passenger Guide
The First Millennium Presidents Award ‘ 2000
From the international flight catering Association & the international in-flight food services Association for across the board services for special need passengers
Award of Merit / Appreciation ‘ 2000
From the Onboard Services Magazine Orlando USA
Diamond Award for Autistic Meal ‘2000
Achievements

8. Any special needs passenger can benefit from the personal care & attention offered from special needs unit.
We address requirements together with wide range of dedicated services for their convenience:
Meal Services
Special Treatments
Collaterals
Wheelchair accessible onboard toilets
Services

9. Meal Services Services
Three type of meals for the special needs passengers :
Autistic Passenger Meal
2. Visual Impaired Meal
3. Liquidized Meal
Services

10. Services

11. Services Special Treatments Counters
We have a special needs facilities with its dedicated
Staff and counter units in (Riyadh, Jeddah &
Dammam)
2. On Standby in emergencies
We are at the main airports in the
Kingdom with Stretchers, ambulances, oxygen facilities
And mobile lift to transport the special needs passengers
From wheelchairs to the aircraft (advance request)
Through reservations
Services

12. Collaterals
To make sure that everything is easier for our special need passengers we provide them with special collaterals such as :
Braille Safety Instructions Guide
Deaf Communications Passenger Guide
Braille Menus
Al Fajer Magazine Braille
Services

13. New Ideas

14. New Ideas

15. New Ideas

16. KIOSK FOR BLIND New Ideas
Kiosk” or “info-kiosk” is another word for “information terminal” where people can do self-service tasks, such as (in case of an airport) looking up departure times, arrival times, which airlines are at which check-in counters, or get information about the airport terminal building, etc., etc.
New Ideas

17. We are always looking to insure that the people with special needs are given the best treatment by being their voice by participating in several related events & ceremonies to show the type of services that we provide as well to get close to them by hearing what their needs and try to provided to them in the near feature:
Events & Ceremonies

18. Special frequent flier program
The special need department with the affiliation with our loyalty program from Alfursan department is introducing a renewed featured called “Friends of Alfursan”
Friend of Alfursan is basically a sub brand of Alfursan but will be handled by the Special Needs department through a special dedicated unit which is in an on call duty 24/7 to serve and help the disabled passenger either to be in board or on the ground
We have over 4000 disabled subscribed passenger with Alfursan Program
The Friends of Alfursan member is given an attractive mileage reward package as they are eligible to get a free ticket when they acquire 15,000 miles which is less than the requirement of a normal passenger (25,000 miles)
We are also building a dedicated call center for this purpose
All what need to be part of this program is to fill the application, a booklet and an Audio CD is also been developed for the peoples with low visions disability
Special frequent flier program

19. Membership Card
Special frequent flier program

20. Application Form
Special frequent flier program

21. Transed 2010
Hong Kong

22. Social Media Awareness
and
Support Program on
Twitter & Face book

24. The world was a small village but with the social media the world became as small cup that the message can travel in matter of seconds to as many people around the world. That is why we took the opportunity to participate in this field with wide range of international and local audiences where the whole society now is looking towards and easy accessibility into travel.

25. Our aim is to improve Saudi Arabian Airlines’ image for unsatisfied passengers
Being available 14 hours on daily basis to answer any comments in a fast way and ensuring the voices of Special Needs is heard
It makes a big difference to our passengers when they know that who they are writing is a friend and cares which helps to regain his/her confidence

26. What we do with collected information
Complaints
To ensure passengers’ trust and loyalty, complaints are:
Are referred to GM Customer Relation
Addressed on the spot on different stations

27. helps to enhance services.
Comments
Valuable comments and suggestions to enhance services are received which are forwarded to concerned departments with in Saudia
helps to enhance services.

28. When unsatisfied customers are properly handled:
Appreciations
When unsatisfied customers are properly handled:
They becomes very loyal to Saudia
Their opinion about Saudia is changed

29. Awareness
When questions asked regarding our services, we provide correct information to make their experience with Saudia memorable

30. Movie Production

32. Thank you …