Life at MAN - Laureen McGuigan, Customer Care Agent (Special Assistance)

How long have you been working at Manchester Airport?

I have been working at Manchester Airport for two years now.

What does your job involve on a typical day?

My role is about helping to create great travel experiences for people with reduced mobility. A typical day involves assisting passengers that require special assistance to navigate the airport; including helping them to check in, to go through security and board their plane. In arrivals, I collect passengers with reduced mobility and assist them through the immigration process. 

What skills are needed for the role?

The most important skills needed for this role include a comprehensive understanding of airport operations and procedures, training in moving and handling ‘PRM’ passengers and a strong awareness of disabilities and other factors that may impact a passenger's ability to travel independently. Most importantly, exceptional people skills and sense of empathy are essential for providing compassionate and effective assistance.

What is a PRM passenger?

PRM stands for passengers with reduced mobility; a person requiring assistance at the airport. The needs of each passenger varies greatly. Some wheelchair users may require a minimum of two staff and extra equipment such as a sling and aisle chair while others may have sight and hearing difficulties and require assistance despite being able to mobilise independently. Likewise, some passengers have hidden disabilities such as autism and require our expertise to navigate the airport.

What kinds of equipment do you work with to help get PRM passengers on their journeys safely?

Equipment that I regularly use in my job include staxi chairs, a type of transport chair which are provided by the airport; pro move slings which enable us to transfer or reposition a passenger with reduced mobility from a wheelchair. We also use eagle hoists to assist passengers on an aircraft as well as aisle chairs.

What advice would you give to a passenger with a disability planning a trip through the airport?

Always prebook the assistance you require. This ensures we can be readily available to assist you from the moment you arrive at our assistance point. If this is not possible then try to check in at the landside assistance point as soon as possible and we will assist you through security and onto your plane smoothly. My other advice would be to share as much as possible with your assistance staff. For example, if stairways are difficult to manage to board an aircraft, let us know and we can arrange alternative transport for you such as an Ambulift, which is a vehicle designed to assist with boarding.

What do you enjoy the most about working at the airport?

My job keeps me very active and allows me to connect with passengers and staff from all over the airport which I love, but most of all it’s meeting new people every day from all walks of life. I enjoy chatting to them and making their journey easier. I find it very fulfilling knowing that I have made a difference. Last year, our team won the One ABM Award, in recognition of the outstanding achievements the team had delivered over that year. That makes me incredibly proud.

The award came after our team experienced the busiest month in its history last summer, with more passengers than ever before travelling with assistance requirements. Despite the increased footfall, we met 98% of our pre-booked passengers within ten minutes of arrival.

What’s the most challenging part of the role?

Probably when a delay or cancellation might occur. It can be frustrating for the passenger and extra stress for them so it’s just helping them through that and helping to reduce worry as much possible.

Would you recommend working at the airport?

Absolutely. Being a Customer Care Agent provides you with so many people skills which can be transferred across such a variety of roles. 

What do you like to do when you’re not at work?

I like to be outdoors, go on walks, and travel so you’ll still find me at the airport!

Which destination that we fly to from Manchester do you most want to visit?

It would have to be Montego Bay ……or Las Vegas!