Onet Reception makes it easier for people with reduced mobility or disabilities to get around Marseille Provence airport
83,945 people with reduced mobility or disabilities were cared for by Onet Accueil in 2023. More than 65 PHMR hosts Onet Reception were mobilized to respond to requests for PHMR assistance at Marseille Provence airport.
Key accessibility issues for Marseille Provence airport
Marseille Provence Airport (AMP) is France's second-largest regional airport, with over 10 million passengers by 2023, 128 destinations and 34 scheduled airlines.
It is the main gateway to the Mediterranean, with more than half of its passengers traveling across the intercontinental sea.
Since 2008, L'Aéroport Marseille Provence has entrusted its PHMR reception and assistance service to Onet Reception for :
- Accompany all people with reduced mobility or disabilities through the airport, responding to requests from airlines, travel agencies, tour operators and assistance kiosks.
- Guaranteeing an optimal passenger experience
- Easy access to all airport services
- Facilitate the transfer of people with medical needs (stretcher, respiratory assistance, etc.).
- Welcome, inform and guide
Providing a pleasant, worry-free travel experience
Onet Reception hostssimplify travel for people with reduced mobility or disabilities, from their arrival at the airport to their departure, including: boarding and disembarking the aircraft, checking in mobility equipment and baggage, passing through the PIF and PAF checkpoints, handling administrative formalities and connections, and accompanying passengers to their exit...
Welcoming and accompanying people requires the use of precise gestures adapted to the impairments of the PHMR person. As soon as they join the company, Onet Reception hosts receive training in disability-related gestures and postures from recognized organizations. PHMR hosts also hold a first-aid certificate and airport accreditations. They are also made aware of disability and safety issues.
Facilitate the transfer of people with medical imperatives to guarantee territorial continuity
Hosts are also responsible for escorting people on stretchers or on respiratory assistance transiting through Marseille Provence airport, particularly from Corsica, to guarantee the territorial continuity of public services. These delicate operations are supervised by local managers Onet Reception.
We're the first faces travelers meet when they arrive in our region. As ambassadors for Provence, we take our role very seriously, offering not only practical assistance, but also a warm and professional welcome to provide passengers with a memorable experience from the moment they arrive at the airport.
Tightly organized to respond to every request for assistance
With more than 130 aircraft movements a day at Marseille Provence airport, PHMR reception and assistance requires extremely precise time management and a high level of responsiveness on the part of the Onet Reception teams, to ensure that passengers are settled in and disembarked as soon as the aircraft is on the ground.
Requests for assistance from airlines, travel agencies, tour operators or via the airport's assistance kiosks are centralized on dedicated software. This supervision interface enables management to adjust the human resources according to the level of activity.
Before each season, our management team, in collaboration with airport services, estimates the level of activity to be expected. This analysis enables us to prepare for the recruitment and training of hosts, so that we can meet all requests for assistance during peak periods at the airport.
Every month, the airport analyzes the quality of Onet's services using a range of performance indicators: response times, service quality, punctuality, complaints, etc. These indicators feed into a barometer rating the overall service.
Technology to enhance the passenger and employee experience Onet Reception
The management team is actively looking for new technological devices to integrate in order to offer an optimal experience for every assistance:
- Exoskeleton to limit the strain on back muscles and reduce musculoskeletal disorders (MSD) and facilitate handling in aircraft.
- Autonomous wheelchair with electric traction to increase the autonomy of beneficiaries during their journey to the airport.
- PHMR transport unit to improve guest working conditions and increase efficiency. The unit can carry up to 3 PHMR passengers simultaneously.
- Portable lever hoist and transfer board with removable disc for easy carrying.
- Wheelchair-occupant restraint system to increase the safety of people in care.
For travel on the tarmac, guests can rely on a fleet of vehicles such as forklift trucks and vans specifically designed for PHMR assistance in airport environments. Onet Reception also offers a wide range of wheelchairs to best assist each passenger (removable footrests, different sizes...).
A relationship of trust between Onet Reception and Marseille Provence airport
Onet Reception has been providing PHMR assistance services for 16 years. Over the years, a relationship of trust has been built up between Onet Reception and the airport, thanks to the solutions provided to ensure an optimal PHMR travel experience.
" Since the publication of the European Regulation on the rights of PRMs during air travel in 2008, Marseille Provence Airport has entrusted its PRM assistance and reception services to Onet Reception. The Onet Reception teams have developed real expertise, which contributes to the quality of service we aim to guarantee to all our passengers. We were also able to appreciate the professionalism ofOnet Reception during the difficult period of COVID, as well as for the reception of Pope Francis last September." Norbert Burnand, Aeronautical Operations Department, Marseille Provence Airport.
2024 is a pivotal year for Marseille Provence airport, with the completion of the airport's largest construction project, terminal 1, which will open in June (28,000 m² of refurbishment of existing areas and 22,000 m² of new areas), and the approach of a major sporting event.
The work begun in 2019 led to the closure of several areas, which required rapid adaptation byOnet Reception teams to minimize intervention times. Onet Reception also supported Marseille Provence airport in the design of the PHMR user path in terminal 1.
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