July/August - 21

PASSENGER EXPERIENCE
SAVANNAH/HILTON HEAD International Airport (SAV)
is enhancing the travel experience for passengers with
reduced mobility. Teaming up with WHILL, a personal
transportation solutions company, the airport now
offers a power wheelchair service to provide improved
mobility and independence.
With the WHILL Model C2
power chair, passengers can navigate
the terminal, explore amenities and
make their way to the gate without
relying on assistance from airport staff.
This innovative service represents
the future of personal transportation
within airports.
" Our industry operates in peaks
and valleys, with sudden spikes in
passenger demand, " explained SAV
Operations Manager Curt Bryant
" Efficiently managing these spikes
while accommodating the growing
population of travelers with disabilities
became a significant concern. "
A New Era of
Independence
Passengers can explore the airport,
visit restaurants, shops and restrooms,
and make their way to their gate unassisted.
The power chairs are available
at the Mobility Services counter on
the Departure Level for travelers at
no cost for travelers.
Traditional push wheelchairs
are still available to passengers if
they prefer, or passengers may walk
through an ADA-complaint TSA
lane then take a golf cart post security.
Travelers who utilize power
wheelchairs undergo the same kind
of security screening as those utilizing
mobility scooters.
" The WHILL Model C2 allows
any passenger
traveling through
Savannah Airport to utilize these
chairs and move around the airport
with complete freedom, " WHILL
Vice President of Sales Justin Gagnon
explained. " From picking up the chair
at the check-in counter to going
through security, grabbing a coffee,
or visiting a restaurant, passengers no
longer need to rely on assistance or ask
for help. They can explore the airport
at their own pace. "
SAV leased four WHILL chairs,
which have been in operation since
May. Within a month, their use tripled.
" We envision deploying these chairs to
assist passengers from inbound aircraft
as well, " Bryant said. " Often, when a
plane arrives, passengers are eager to
disembark quickly. Offering options for
assistance, such as the WHILL chairs or
golf carts, ensures a smooth and efficient
experience for all travelers. "
When asked about the specific features
that made the WHILL chairs
the preferred choice, Bryant pointed
to their sleek design and advanced
maneuverability. " The chair's zero-radius
turn wheels caught our attention
during our research, " he stated. " This
feature allows passengers to navigate
through the airport without worrying
about running into others or
obstacles. It creates a streamlined and
user-friendly environment. " The airport's
partnership with Scootaround,
a renowned supplier of personalized
wheelchairs and scooters, further
bolstered confidence in the choice of
WHILL chairs. "
To reserve a power chair, passengers
inform the airline about their need for
wheelchair assistance when booking
flights or visit the airline's check-in
counter on the day of departure.
As passengers reach their departure
gate, they leave the chair, which is then
collected by the airport team and made
available for other passengers to use.
" SAV, pioneering approach to implementing
this technology, demonstrates
the commitment to enhancing the passenger
experience. By allowing passengers
to drive themselves, it eliminates
barriers and provides complete freedom
and independence within the airport
environment, " Gagnon explained.
Passengers explore the airport without
constraints, ensuring a more enjoyable
and fulfilling travel experience. "
Addressing concerns and skepticism
from passengers was a key aspect of
the implementation process. Gagnon
noted the airport team in Savannah
has been proactive in managing passenger
apprehensions.
WHILL also manufactures an
autonomous version of the wheelchair,
but SAV declined to implement the
technology at this time. The airport
determined passengers were comfortable
using the manual power chairs,
but the autonomous version could be
added down the road.
" Distance is a significant concern for
many passengers, " Bryant explained.
" Providing options to address this,
whether through autonomous chairs
or other means, will be crucial. We
are actively exploring opportunities to
integrate autonomous solutions into
our operations. "
SAV is one of the first airports in
North America to adopt the use of
power wheelchairs as an alternative to
the traditional push chairs provided by
airlines. Trials of the technology have
been conducted at various airports
including Tampa International Airport
(TPA), which yielded overwhelmingly
positive feedback from passengers.
Gagnon said customer feedback
from previous trials of the WHILL
Model C2 power chair service has
been overwhelmingly positive.
Passengers expressed their delight at
being able to explore the airport independently
and make their way to the
gate at their own pace. This newfound
level of autonomy has revolutionized
the travel experience for individuals
with reduced mobility, empowering
them to embark on their journeys
with a renewed sense of confidence
and freedom.
" We received excellent ratings
across the board, " Gagnon said.
JULY/AUGUST 2023 \ AVIATIONPROS.COM / 21
http://www.AVIATIONPROS.COM
July/August

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