### BEFORE THE DEPARTMENT OF TRANSPORTATION OFFICE OF THE SECRETARY WASHINGTON, D.C.
Onetha McKnight, Nikisha Watson, Isaura Fernandez, Dan Hernandez

Complainants
V. US Airways, Inc., and PrimeFlight Airline Services

Respondents. Docket OST-2013-0091

JOINT ANSWER OF US AIRWAYS, INC. 

### AND PRIMEFLIGHT AIRLINE SERVICES, INC.
Communications with respect to this document should be addressed to:

Mark Marudas President PrimeFlight Aviation Services 

### 7135 Charlotte Pike Nashville, TN Tel: 615-850-5439 email: mmarudasprimeflight.com Mark W. Atwood Elizabeth J. Wadsworth Cozen O'Connor 

### The Army & Navy Club Building 1627 I Street, N.W. Washington, D.C. 20006 Tel: 202-463-2513 email: matwood@cozen.com Counsel for Respondent US Airways, Inc. 

### Dated: June 20, 2013

### BEFORE THE DEPARTMENT OF TRANSPORTATION OFFICE OF THE SECRETARY WASHINGTON, D.C.

Onetha McKnight, ) Nikisha Watson, ) Isaura Fernandez, ) Dan Hernandez ) ) Complainants ) ) v. ) ) US Airways, Inc., and ) PrimeFlight Airline Services ) ) Respondents. ) ) Docket OST-2013-0091

JOINT ANSWER OF US AIRWAYS, INC. AND PRIMEFLIGHT AIRLINE SERVICES, INC. I. INTRODUCTION The Service Employees International Union, Local 32BJ ("32BJ" or "the Union") has filed, in the name of four individual employees of PrimeFlight Aviation Services ("PrimeFlight"), a complaint alleging that US Airways and PrimeFlight have violated the Department's regulations under the Air Carrier Access Act (14 CFR Part 382). The Complaint alleges that the Respondents failed to train these employees as required under Part 382, specifically with respect to provision of air travel assistance to passengers with disabilities, the proper and safe operation of equipment and recognition of requests for accommodation from hearing- or vision-impaired individuals, and also that Respondents failed to provide equipment in sound working condition.

2

### US Airways and PrimeFlight, Respondents in this matter, pursuant to Rules 405

and 408 of the Department's Rules of Practice (14 CFR §§ 302.405 and 302.408), file the following Answer in response to the Complaine US Airways and PrimeFlight unequivocally deny these allegations. This Answer and its attachments will demonstrate that each and every Complainant in fact did receive the required training — and acknowledge receipt of this training — and that their training exceeded the requirements of Subpart J of Part 382. US Airways takes its regulatory obligations under Part 382 and the special needs of its customers very seriously. Both US Airways and PrimeFlight are committed to ensuring that all of their employees are properly trained before they provide assistance to disabled passengers and that all of the equipment used is in sound working order. The Department should see the SEIU's complaint for what it is: a transparent attempt by the Union to use improper secondary pressure tactics against US Airways to unduly influence PrimeFlight to accede to the Union's demands. The Union is engaged in an organizing effort at various airports, including Philadelphia International Airport ("PHL"). The Union's organizing effort is not directed at the employees of US Airways but at the employees of PrimeFlight Aviation Services. As discussed more fully below, it is inappropriate for the Union to attempt to involve US Airways in its organizing campaign, and to use the Department's processes as leverage against the carrier. It is also highly inappropriate, to say the least, for the Union to suborn PrimeFlight employees to make statements to the Department under penalty of perjury that are demonstrably false.
' US Airways and PrimeFlight have requested, and received, an extension of the filing deadline for this response until June 20, 2013.



### 3

### The Respondents unequivocally deny that the Complainants are entitled to any

of the relief requested. The Department should promptly dismiss the Union's Complaint with prejudice and decline to take further action in this matter.



### RESPONSES TO THE SPECIFIC ALLEGATIONS SET FORTH IN THE COMPLAINT In answer to the specific allegations made in the Complaint, US Airways and PrimeFlight respond, in their individual capacities, as follows: Parties
1. US Airways admits the allegations contained in paragraph 1 of the Complaint. PrimeFlight admits on information and belief the allegations contained in paragraph 1 of the Complaint.
2. US Airways admits the allegations contained in paragraph 2 of the Complaint. PrimeFlight admits the allegations contained in paragraph 2 of the Complaint.
3. US Airways is not Ms. McKnight's employer and lacks adequate factual basis on which to admit or deny the allegations contained in paragraph 3 of the Complaint. PrimeFlight admits the allegations contained in paragraph 3 of the Complaint.
4. US Airways is not Ms. Watson's employer, and lacks adequate factual basis on which to admit or deny the allegations contained in paragraph 4 of the Complaint. PrimeFlight admits the allegations contained in paragraph 4 of the Complaint.
5. US Airways is not Ms. Fernandez' employer, and lacks adequate factual basis on which to admit or deny the allegations contained in paragraph 5 of the Complaint. PrimeFlight admits the allegations contained in paragraph 5 of the Complaint.

4

### 6. US Airways is not Mr. Hernandez' employer, and lacks adequate factual basis

on which to admit or deny the allegations contained in paragraph 6 of the Complaint. PrimeFlight admits the allegations contained in paragraph 6 of the Complaint. Count 1


### 7. Respondents incorporate their responses to Paragraphs 1 through 6 above as if fully stated herein. 8. Paragraph 8 of the Complaint contains allegations to which no response is required. 9. US Airways and PrimeFlight deny the allegations contained in paragraph 9 of the Complaint, as the discussion and exhibits below demonstrate, Complainant Fernandez received the required training by PrimeFlight. 10. US Airways is not Ms. Fernandez' employer, and lacks adequate factual basis on which to admit or deny the allegations contained in paragraph 10 of the Complaint. PrimeFlight admits the allegations contained in paragraph 10 of the Complaint.
11. US Airways and PrimeFlight deny the allegations contained in paragraph 11 of the Complaint. Count 2 

### 12. Respondents incorporate their responses to Paragraphs 1 through 11 as if fully stated herein. 13. Paragraph 13 of the Complaint contains allegations to which no response is required.

5

### 14. US Airways and PrimeFlight deny the allegations contained in paragraph 14

of the Complaint As the discussion and exhibits below demonstrate, Complainants Watson, Fernandez and Hernandez received, within 60 days of assuming their duties, training by PrimeFlight in recognition of requests for communication accommodation from hearing- or vision-impaired individuals, and in communication with such individuals; Complainant McKnight received training within the one-year period permitted under § 382.143(a)(2). Count 3 

### 15. Respondents incorporate their responses to Paragraphs 1 through 14 above as if fully stated herein. 16. Paragraph 16 of the Complaint contains allegations to which no response is required. 17. Paragraph 17 calls for a legal conclusion that does not require a response. 18. US Airways denies the allegations contained in the first sentence of Paragraph 18 of the Complaint. US Airways and PrimeFlight each take affirmative steps to ensure all wheelchairs under their control, and used by PrimeFlight's employees, are well maintained and in good working order. US Airways is without sufficient knowledge to deny the allegations contained in the second sentence of Paragraph 18 of the Complaint, as it does not employ any of the individuals named in Paragraph 18. PrimeFlight denies the second sentence of Paragraph 18 of the Complaint. 19. US Airways lacks sufficient information to admit or deny the allegations contained in Paragraph 19 of the Complaint, as it does not employ the individuals

6

### named in Paragraph 19. PrimeFlight denies the allegations contained in Paragraph 19

of the Complaint. 20. US Airways and PrimeFlight deny the allegations in Paragraph 20 of the Complaint. 

### Conclusion Respondents, US Airways and PrimeFlight, deny that any of the named Complainants are entitled to any of the relief requested in paragraphs A-E of the Complaint.



### DISCUSSION A. Background Philadelphia is US Airways' second-largest hub airport — over 445 of the carrier's flights, transporting over 45,000 passengers, operate at PHL every day. US Airways' PHL passengers are both O&D and connecting. To service this enormous operation, the carrier has a substantial base of customer service representatives at PHL who handle many of the functions required to process and assist passengers. However, the carrier also contracts with PrimeFlight to handle or assist with many of these customer care functions. US Airways has had a contract in effect with PrimeFlight since November 1997, under which the latter provides employees to handle a broad range of tasks. Among the employees working under the PrimeFlight contract are wheelchair operators, including the Complainants.

7

### Wheelchair attendants trained and provided by PrimeFlight at PHL are

responsible for assisting passengers with disabilities between the entrance of the airport terminal and the departure gate; arriving passengers are assisted from a transfer point just inside the TSA security checkpoint to curbside at the terminal. PrimeFlight employees are stationed at critical points throughout the terminal, and are equipped with radios for purposes of dispatch and communication amongst themselves. When passengers needing special assistance present themselves at the airline ticket counter, an airline representative will summon one of the PrimeFlight attendants to pick the passenger up at the counter. Alternatively, passengers may approach one of the PrimeFlight stations and request assistance. Passengers transiting PHL on connecting flights are assisted by US Airways employees, who are also responsible for boarding and seating all passengers. PrimeFlight plays a critical role in assuring US Airways passengers receive the level of care and attention they expect, and thus the carrier relies heavily on PrimeFlight's quality of performance. US Airways takes its responsibility under Part 382 very seriously; this is not only a matter of legal obligation, this is simply a matter of good customer relations. In the 15 years that US Airways has been using PrimeFlight at PHL, the carrier has been extremely satisfied with the services it has provided, and has had no reason to believe that PrimeFlight is not living up to its responsibilities under its contract. The carrier is, of course, careful to monitor the company's performance and its training of employees, consistent with the carrier's position as the party ultimately responsible for the treatment of its passengers and compliance with the Part 382 regulations.

8

### US Airways also contracts with Aviation Mobility LLC for provision and

maintenance of wheelchairs used by carrier and PrimeFlight employees. This contract dates back to June 2001, and covers not only Philadelphia, but dozens of other cities served by US Airways. Under this contract, Aviation Mobility is responsible for ensuring the provision and good performance of 

### over 1,000 wheelchairs in airports around the country. This includes inspecting, and repairing or replacing components of those wheelchairs, when identified as needing repair and removed from active use by US Airways and PrimeFlight. In accomplishing these inspections and repairs, Aviation Mobility keeps written logs of the work it performs, examples of which are attached as Exhibit 1. In their long contractual relationship with Aviation Mobility, US Airways and PrimeFlight have found that the company has fulfilled its obligations to provide safe and well-maintained equipment. US Airways holds Aviation Mobility to a high standard of keeping the wheelchairs that transport its passengers safe and well-maintained, and it has had no reason to believe the company has not lived up to those expectations. 

### B. The Training Provided by PrimeFlight Met All DOT and Industry Standards PrimeFlight has developed a comprehensive training program to ensure that its employees meet the regulatory requirements and customer expectations of the different airport functions they perform. We have attached samples of this curriculum for the Department's review. According to the company's "Wheelchair Assistance Training Manual," (Exhibit 2), all PrimeFlight wheelchair operators must have at least two to four hours of classroom training in customer service, sensitivity awareness with regard to disabled

9

### passengers, and wheelchair assistant operations guidance, as well as four to eight

hours of on-the-job training with a qualified operator or instructor. 2 The employees assigned to US Airways operations, however, receive considerably more training, both classroom and on-the-job, as evidenced by the training documents discussed below. The PrimeFlight "Customer Service" curriculum (Class #420) covers such topics as dealing with customers' anxieties and emotions, providing guidance, professionalism, empathy, perceptiveness, courtesy, tactful communications, and issues specific to passengers with disabilities. The "Sensitivity Training — Air Carrier Access Act" curriculum (Class #421) includes a discussion of the Americans with Disabilities Act, the ACAA and Part 382 regulations, definitions of disabilities, specific "do's" and "don'ts" for wheelchair operators under the ACAA and implementing rules, communications with people with disabilities, as well as an interactive module on demonstrating appropriate sensitivity with these passengers. Other material covered in class training modules #521 and #820 includes techniques of transporting passengers, seating and removing them from wheelchairs, back safety tips, as well as general diversity and sexual harassment training. PrimeFlight's training is similar in content to the program implemented by US Airways for training of its own employees who assist passengers using wheelchairs. Thus, the carrier ensures that the same level of competency and service is provided to its passengers with disabilities throughout their flight experience, whether they are handled by PrimeFlight or US Airways employees.

See "Wheelchair Training Requirements" in Exhibit 2, page 3.
10

### C. Complainant Fernandez Received the Same Training 

### as All PrimeFlight Wheelchair Attendants Receive Contrary to the allegations (paragraphs 9 and 11) contained in Count I of the Complaint, PrimeFlight's training records reveal that Isaura Fernandez in fact did receive the full wheelchair attendant training required by PrimeFlight. Exhibit 3, page 1, shows that Ms. Fernandez was hired on August 5, 2010, and on the same day, completed the courses in customer service (#420), the ADA and ACAA (#421), wheelchair operations and safety (#820 and 521), as well as materials on diversity, discrimination, PrimeFlight's sexual harassment policy, etc. Pages 2-3 of Exhibit 3 show her signature on the training record dated August 5, 2010, confirming that she received 5.5 hours of classroom training from 10:00 a.m. to 3:30 p.m. Page 4 of Exhibit 3 also contains her signed confirmation that she received 16 hours of on-the-job training on August 8 and 9, 2010. The training records, which Complainant Hernandez herself signed, directly contradict the statements that she "was not provided...with training for her duties as a wheelchair attendant," and that "shadowing" another attendant for the day "was the extent of her training."
D. All Four Complainants Received All 

### the Training Required Under Part 382 Count 2 wrongly asserts that Complainants McKnight, Watson, Fernandez and Hernandez were not, within 60 days of assuming their duties, trained in "recognizing requests for communication accommodation from individuals whose hearing or vision is impaired," or in methods for communicating with such passengers.

11

### Training logs (attached as Exhibits 3-6), show that Complainants Fernandez,

Watson and Hernandez were all trained in the established PrimeFlight curriculum within 60 days of their hire — in fact, the training took place almost immediately upon their hire. The records are all signed by these employees, verifying that they received the training. Ms. McKnight, on the other hand, did not receive her training within that period because she was hired in October 2006. Under section 382.143(a)(2), since Ms. McKnight was already employed by PrimeFlight on May 13, 2009, PrimeFlight had one year after that date to complete her training. It appears from the attached training records (Exhibit 4) that her training was completed on April 23, 2009, which is within the allowed one-year period. The training materials (Exhibit 2, pages 21-23) deal with communications with persons with disabilities, including visual or hearing disabilities. Attendants are trainedto provide written materials to the hearing-impaired, and verbal information to the visionimpaired. They are also trained in identifying themselves and obtaining the attention of persons with such disabilities, as well as dealing with passengers who are accompanied by guide dogs. PrimeFlight personnel are trained always to initiate the question, "how may I assist you?" They also carry pens and pads of paper for written communication with the hearing-impaired. On-the-job training also covers communication with hearing- or vision-impaired passengers. If an employee who has not had specific experience with such passengers while in training is required to render assistance, he or she will be accompanied by an experienced attendant the first time he or she assists such a passenger.

12

### E. US Airways Has Complied with the Requirements of §§ 382.91(b) & (d) The regulatory provisions cited require the carrier to "provide or ensure the provision" of the required assistance. Nothing applies directly to the condition of the equipment used, though it is reasonable to conclude that equipment needs to be in usable condition in order to provide such service. As described above, US Airways has contracted for the provision and maintenance of wheelchairs and other equipment used to provide assistance to passengers, and has no reason to believe that its contractor is not fulfilling its duties. Respondents have no knowledge of whether Complainants have experienced mechanical difficulties with wheelchairs from time to time; however there is a standard process by which wheelchairs are tagged, removed from active use, and placed in a designated area for Aviation Mobility's attention. Any issues with wheelchairs are quickly rectified by Aviation Mobility, and the wheelchairs are either fixed or replaced. (Aviation Mobility's regular maintenance on this equipment is evidenced by the work logs contained in Exhibit 1.) Moreover, Complainants have not claimed that any purported problems prevented them from performing the required assistance, or that the passengers were in any way harmed or inconvenienced. Thus, even if Complainants' allegations were correct, they still do not form the basis for a finding that either US Airways or PrimeFlight has violated the cited regulation.
F. The Union is Improperly Attempting to Draw US Airways and the Department Into a Labor Dispute The Department should bear in mind as it processes the Union's Complaint that it was filed not as a result of employees approaching the Union and imploring it for help

13

### with a legitimate workplace issue or violations of the cited regulations. Rather, the

Complaint was entirely manufactured by the Union as part of its multi-front organizing effort, and the named Complainants are being used in that connection, just as the Union is attempting to use the Department of Transportation's complaint process to coerce PrimeFlight (and/or to pressure US Airways to force PrimeFlight) to recognize and bargain with it. In fact, the Union's own actions from June to the present belie the legitimacy of its Complaint and reveal its true purpose. In connection with its organizing effort, the Union organized a demonstration at PHL on June 3, 2013. 

### See, e.g., Airport Workers March for Better Pay, attached as Exhibit 7. 3 Lest there be any doubt that the Union is trying to organize employees at PHL, the Union itself has publicized this fact in a flyer that it has published as an advertisement (copies of which demonstrators carried at the June 3 demonstration). A copy of that flyer is attached as Exhibit 8. As the flyer states, "Philadelphia International Airport workers are organizing a union with 32BJ SEIU." 

### Id. The flyer also shows that the Union is improperly involving US Airways into its dispute with PrimeFlight. Anyone reading the flyer would conclude that Ms. McKnight (one of the Complainants in this case) makes "poverty wages" while US Airways "makes record profits" and that US Airways is either Ms. McKnight's employer or is in a position to control her wages, both of which are untrue. 

### Id. Like its allegations in the instant Complaint, the Union's assertions are disingenuous at best. Moreover, just last week, the Union filed additional unfounded allegations against PrimeFlight before the National

3 The article is available online at http://articles.philly.corn/2013-06- 05/news/39743473_1_service-employees-international-union-us-aimays-subcontractors.

14

### Labor Relations Board. The Department should not allow the Union to squander its

valuable resources on pursuing the instant Complaint. 

### IV. CONCLUSION For the foregoing reasons, the Department should decline to institute a formal enforcement proceeding and dismiss the Complaint with prejudice.

Respectfully submitted,

Mark Marudas President 

### PrimeFlight Aviation Services 7135 Charlotte Pike Nashville, TN Tel: 615-850-5439 email: mmarudasprimeflight.com Mark W. Atwood Elizabeth J. Wadsworth 

### Cozen O'Connor The Army & Navy Club Building 1627 I Street, N.W. Suite 1100 Washington, D.C. 20006 Tel: 202-463-2513 email: matwoodncozen.com Counsel for Respondent 

### US Airways, Inc.

Dated: June 20, 2013

15

### DaWhiO Pefley CERTIFICATE OF SERVICE I hereby certify that on this 17 th day of June, 2013, a copy of the foregoing Joint Answer of US Airways, Inc. and PrimeFlight Airline Services, Inc. was served via electronic mail on the parties named below in accord i rce with the D partment's Rules of Practice:

Samuel Podberesky, Esq. U.S. Dept. of Transportation sam.podberesky©dot.gov Conor Hanlon SEIU conor.hanlon©seiu.org

16

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# WHEELCHAIR ASSISTANCE TRAINING

MANUAL

Customer Senfice Class #420 ensitivity—Air Carrier Access Act #4211

Safety Class #521 Wheelchair Assistant Operations Guide # 

# en

Proprietary Information: For use by Primeflight Aviation personnel only. Unauthorized dissemination of

this document or friformation contained herein is prohibited.

PrimeFlight Aviation, Wheelchair Training Manual iClass #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PriMeFlight Aviation client, air operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only„ Unauthorized dissemination of this document or information contained herein is prohibited,

### TABLE OF CONTEIMIS

Topic Page Purpose 3 Wheelchair Training Requirements 4 Initial Classroom Hours 5 On the Job Training 5 Recurrent Training 5 

### Customer Service Training 6 Outstanding Customer Service 7 Characteristics of Outstanding Customer Service 9 How to Provide Outstanding Customer Service 13 Customer Service Review 

### 17 Sensitivity Training — Air Carrier Access Act 18 Americans with Disabilities Act (ADA) 19 Air Carrier Access Act (ACAA) 20 Definition of Disability 20 ACAA Don'ts and Dos 21 Exit Row Restrictions 

### 21 The Ten Commandments 22 Common Sense and Being Sensitive 23 Interactive Training 24 Common Sense Tips 25 Customer Service Summary 25 

### Wheelchair Safety 26 Know Your Equipment 27 Seating Customers 28 Lifting Tips 29 Transporting Customers 30 Aisle Chair Transfers 31 

### Wheelchair Assistance Operations Guide 32 Wheelchair Customer Service Objective 33 Know Your Security Screening 34 Proper Conduct 35 Training Evaluation 36 Acknowledgement of Training 37 On-The-Job & Recurrent Training 38

PrimeFlight Aviation, Wheelchak Training Manual 2 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PnMeFlight Aviation client, air operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only. Unauthorized dissemination of this document or information contained herein is prohibited.

## PURPOSE This manual contains information, methods, and procedures that apply to your overall responsibilities and performance with physically challenged customers who request Wheelchair Transport Assistance. As PrimeFlight Aviation Team Members, it is all our duty to provide safe and comfortable quality assistance to all our customers especially to our physically challenged customers. 

### POLICY 1. PrimeFlight Aviation's policy is to provide comfortable, quality assistance to all our customers
2. At no time will PrimeFlight employees handle or transport infants or small children. If assistance with infants or small children is requested, politely explain that handling small children is against company policy and offer to help in another way, possibly with the customer's baggage or other items the passenger is carrying. Try to help them with their belongings so they can concentrate on carrying their children safely. Never assist or allow passengers to carry occupied strollers up or down escalators or stairs. Please direct them to the nearest elevator. (effective 7/15/03)

PrimeFlight Aviation, Wheelchair Training Manual 3 Class #420, #42I, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator, Proprietary Information: For use by PrimeFhght Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.

## WHEELCHAIR TRAM MG REQUIREMENTS

PrimeFlight Aviation, Wheelchair Training Manual 

### 4 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PriineFlight Aviation client, air operator. Proprietary .Informabbn: For use by PrirneFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.

## TRAINING REQUIREMENTS

1. All PrimeFlight Aviation Wheelchair Operators must have Customer Service Training.
2. All PrimeFlight Aviation Wheelchair Operators must receive initial classroom training at least 2-4 hours in customer service, sensitivity awareness with regards to disabled passengers, safety, Hazcom and wheelchair assistant operations guide.
3. All PrimeFlight Aviation Wheelchair Operators must receive at least 4-8 hours of On-the-Job (OJT) training with a qualified operator or instructor.
4. Any PrimeFlight Aviation employee who may be asked to handle wheelchairs (i.e. Skycaps) must be trained as thoroughly as those employees whose sole job is wheelchair operation.
5. All PrimeFlight Aviation Wheelchair Operators are required to receive recurrent training annually.
NOTE: Initial and recurrent training minimum time required may be based on the contract requirements, or by our client air operator.

PrimeFlight Aviation, Wheelchair Training Manual 

### 5 Class 1/420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator, Proprietary Information: For use by PrimeFlight Aviation Personnel only. Unauthorized dissemination of this document or information contained herein is prohibited.

## CUSTOMER SERVICE TRAINING CLASS # 420

PrimeFlight Aviation, Wheelchair Training Manual 

### 6 Class 1/420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeRight Aviation client, air operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only. Unauthorized dissemination of this document or information contained herein is prohibited.

### OUTSTANDING CUSTOlicilat SERVICE Definition Outstanding customer service is showing the customer that you are concerned about them as an individual. That concern is displayed by providing a professional and efficient service and giving each customer friendly, personalized attention. Our relationship with the airlines is special because we represent the airlines to their customers. Most passengers think that the Wheelchair Assistants work directly for the airlines. We have to exceed the airlines' standards for providing customer service to the airlines customers. Customer service is very important to the airlines because passengers choose an airline that they "like". The airlines expect 

### PrimeFlight Aviation to do everything possible to encourage customers to "like" the airlines. So our relationship with passengers, and people who are meeting and sending off passengers, is extremely important to 

### PrimeFlight Aviation because these people are valued customers of the airlines. Airlines are dedicated to providing quality customer service to every passenger. Airlines sell more than just transportation: The package is a complete package. 

### Who are Our Customers There are many other people who are customers: people who work for the airport, other contractors and even other 

### PrimeFlight Aviation employees. All these people deserve outstanding customer service. Giving outstanding customer service to this group of people has many benefits. First, it promotes teamwork among the people who work at the airport. Second, the other customers who see a high level of cooperation between people who work at the airport get a good feeling about safety and security of the airport. And, having an atmosphere of teamwork and cooperation makes the work environment better for the Wheelchair Assistants. 

### Ease Customers' Emotions Many times, our customers have higher levels of emotions than normal. This may be caused by many things: they are unfamiliar with the airport, they have a fear of flying, they are tense from their job, they may be running late or they may be nervous about meeting someone. When we provide outstanding customer service, we help calm the customers' intense emotions.


### Help Customers Understand the Process Another key part of outstanding customer service is communicating with customers about what we want them to do, what we have to do and why we have to take some actions. This communication is important to the customers because they may view our actions as being an invasion of their privacy. Also, because most people have a fear of the unknown, customers will feel more comfortable with the process when we clearly explain the procedure to them beforehand.

PrimeFlight Aviation, Wheelchair Training Manual 7 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the stondards outlined by PrimeFlight Aviation ellent, art operator. Proprietary Infoimation: For use by PrimeFlight Aviation Personnel only.. Unauthodzed dissemination of this document or information contained herein is prohibited.

### Make Customers' Experience at the Airport Pleasant Our efficiency and outstanding treatment of the customers help ensure the customers have a pleasant experience at the airport. This is important to the image of the air travel industry. When we provide the customers with a pleasant experience they will continue to choose flying as their favorite way to travel. 

### Why is it important to PrimeFlight Aviation Team Members Providing outstanding customer service benefits PrimeFlight Aviation. This section points out some of the benefits. 

### Better Work Environment When the entire PrimeFlight Aviation team gives outstanding customer service, it makes the work environment better. 

### Job Security The better service PrimeFlight Aviation provides to all our customers, the better opportunity PrimeFlight Aviation has to future contract opportunities — if successful. The more opportunities for PrimeFlight Aviation creates more opportunities for promotion and relocation. 

### Job Satisfaction Being part of a successful team and knowing that you personally contribute to that success gives a person a feeling of satisfaction. Interacting with customers in a friendly, calm environment is more satisfying than a hostile, tense environment Also, knowing that you help make a customer's experience better gives a feeling of personal achievement.

PrimeFlight Aviation, Wheelchafr Training Manual 8 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.

### Characteristics of Outstanding Customer Service PrimeFlight Aviation recognizes six broad categories of characteristics that are key to providing outstanding customer service. Listing these characteristics helps us discuss, teach and evaluate customer service. The following sections introduce the characteristics of outstanding customer service. 

### Professionalism Professionalism is the basis of our image as a high quality service organization. Displaying professionalism in our appearance and behavior helps the customers realize that we do an excellent job of keeping the flying environment safe. Additionally, our customers expect us to behave professionally. The most important aspects of professionalism are appearance and job knowledge. 

### Appearance Appearance is the first thing a customer sees. Every customer, either consciously or unconsciously, forms an initial opinion that's based on the appearance of the airport. The work area should be neat and orderly. Each employee must comply with the uniform and personal appearance and grooming standards. Professional appearance reinforces the customer's opinion that we are knowledgeable and effective. So displaying professional appearance is the first step in achieving the goal of providing outstanding customer service. Professional appearance also includes the conduct displayed by employees when they are away from their work area, such as on their way to and from breaks. As PrimeFlight Aviation team members, we must present dignified conduct at all times. 

### Job Knowledge Job knowledge is a part of customer service because to be a professional, a person has to have specific expertise. The expertise that PrimeFlight Aviation team members have is in aviation services. They must understand the responsibilities and authorities of each person in the airport. And PrimeFlight Aviation team members must know their equipment capabilities and limitations. Once you have superior job knowledge, you can use that knowledge to give outstanding customer service. Your knowledge will let you help the customers get through the airport more effectively and efficiently. When you have the opportunity to display your job knowledge to your customers in a subtle way, the customer's perception that we are knowledgeable and effective is reinforced. 

### Efficiency Providing efficiency in our operations is a large part of the PrimeFlight commitment to outstanding customer service. Our customers want to see that we are working to get them through the airport as quickly as possible - safely. The efficient operations of the service depend on providing guidance to the customers and being patient with the customers.

PrimeFlight Aviation, Wheelchair Training Manual 9 Class #420, #421, #521 and #820 04/2009 NOTE: All training mihimums must exceed the standards outlined by Primenight Aviation client, air operator. Proprietary Information; For use by PfirneFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.

### Providing Guidance Providing guidance to the customers means actively working with them to achieve the goals of successfully transporting the customer. Providing guidance to customers causes several good things to happen. First, the person you guide will understand what you want them to do. This immediately helps them get through the process more efficiently. Second, the people who are in the vicinity will see you working with the customer. This is good because they appreciate your active work to ensure their safe transport. And third, the customers remember what to do the next time they come through the service. The customers are actually trained to do what we expect of them. Actively guiding the customers improves the efficiency of transport right now and continues to enhance customer service in the future.


## • Patience Patience with your customers' means that you treat your last customer of the day just as well as you treated your first customer. You have to remember that some 

### of the customers are unfamiliar with the service. This may be their first time at the airport. Some customers, despite your efforts to keep the atmosphere friendly, may become hostile or uncooperative. Patience with all customers reduces the possibility of an adverse relationship developing between the team members and the customers. Displaying patience to each customer shows them that you are concerned about them as an individual. 

### Empathy Empathy means understanding your customers' situations and feelings. Having empathy helps us to provide outstanding customer service because putting ourselves in the place of the customer gives us an idea of what they need and expect. For example, if you can tell that a customer is in a bad mood, you should realize that the customer will appreciate when you take a low key approach to serving them. In order to understand the customers' situations and feelings, you need to consider some information that is common to many customers. The next three paragraphs give background about many customers' feelings toward their airport visit. Many people have stronger emotions than normal when they get to the airport, even if they visit the airport quite regularly. This may be because they are nervous about flying, nervous about a loved one flying or nervous about meeting someone. They may be nervous just because the airport is unfamiliar to them. Since 9/11 customers understand the need for security and they want to feel safe and secure. However, some customers feel that the security process is not for them since they are not a threat to security. Customers agree to go through the security process with the expectation that we will keep any other customers from threatening their safety. Most people are used to being able to go anywhere they want without being questioned. Your customers have a specific purpose for being at the airport. The customers want to get to where they are headed. They do not want to wait in line or go through unnecessary processes.
PrimeFlight Aviation, Wheelchair Training Manual 10 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only.. Unauthodzed dissemination of this document or information contained herein is prohibited.Once you understand the general feelings customers have, you can use your sense of perception to understand each customer's needs. Then a good way to show the customer that you have empathy is to involve them in the service. 

### O Perceptiveness A wheelchair attendant with a keen sense of perception has the ability to quickly recognize a customer's situation and feelings. Looking a person in the eye is the first step in reading them. A customer's facial expressions tell a lot about them. Perceiving the customer's situation lets you empathize with them, which in turn allows you to provide outstanding customer service. 

### O Involve Customers in the Process Involving the customers means you talk to them about the service. People are uncomfortable with the unknown. And people like to know why they are asked to do something. You can help the customers feel more comfortable by familiarizing them with the service and giving brief explanations why actions are required — and what steps you will take to assist them to their travel destination. Involving the customers in the service shows that you understand their feelings. 

### Tactfu I Communication Tactful communication is a major factor in the level of service provided to the customer. Tactful communication is so important because that is how we convey the other characteristics of outstanding customer service. The overall message we send to the customer must tell them indirectly that we are giving them outstanding customer service. Your message to the customer is sent in a variety of ways through spoken words and body language. 

### O Delivery The words you choose and the way you speak those words contribute to tactful communication. Carefully selecting the words of your message sets the stage for creating a cooperative situation. Use softening statements in your conversation with the customers. The volume and tone of your voice support the sincerity of the words you choose. 

### O Body Language Body language is a secondary but very important aspect of your communication with customers. Eye contact, facial expression, posture and hand motions send messages that either reinforce or contradict your spoken words. 

### Courteousness/ Friendliness Courtesy is important to customer service because it brings friendly, personalized attention to the process. Customers expect to be treated in a friendly manner. And when we go far beyond their expectations, the customers recognize and appreciate the treatment as outstanding customer service. The best way to display courtesy to your customers is PrimeFlIght Aviation, Wheelchair Training Manual 11 Class #420, #421, #521 and #820 04/2009 NOTE, - All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only„ Unauthorized dissemination of this document or information contained herein is prohibited.through respect, friendliness and helpfulness. Friendliness is shown by using words iike "please" and "thank you." You can also be friendly by initiating a short conversation with your customers. PrimeFlight Aviation team members friendliness helps keep a feeling of teamwork between the customers and us.

• Respect Respect is shown by using words like "sir" and "ma'am." Showing a sense of purpose in your actions also displays respect to your customers. Involving the customers in the service shows respect. Before performing actions like making a sharp turn or going down a incline, explain exactly what you are going to do and why. Then ask the customer for their permission to proceed.



### e Helpfulness Helpfulness means doing more than simply transporting customers. Being helpful is shown by assisting customers with their personal belongings. Also, helpfulness includes providing instructions and directions to customers, and answering questions they may ask. Customers notice helpfulness offered by PrimeFlight Aviation team members. 

### Attentiveness / Action Oriented Attentiveness means PrimeFlight Aviation team members have the sophistication to recognize the kind of service a customer requires. We have to realize that each customer has different needs and then fill those needs. When we are attentive to the needs of the customers, the service runs efficiently and the customers experience the individual attention they expect. The important ingredients of attentiveness are flexibility, concentration and being action oriented. Being action oriented involves recognizing a potential problem and taking action to avoid that problem. Knowing the rules and regulations and relying on your experience, you can provide guidance to help customers get through the airport area quickly.



### ▪ Flexibility Flexibility means being ready to take action based on what the customer does. A customer may request an extraordinary procedure or ask for special help. PrimeFlight Aviation team members must listen closely to their customers to figure out what they need. Being flexible to the needs of your customer is important to giving individual attention.



### e Concentration Concentration means that we keep contact with the customer from the time we greet them as they arrive until we transport them to their destination. We keep contact with the customers by maintaining eye contact and speaking with them during their journey. When we concentrate on each individual, they feel good about the service they received and confident in the level of service and safety we provide.

PrimeFlight Aviation, Wheelchair Training Manual 12 Class #420, #421, #521 and #820 04/2009 NOTE: All training ininirnums must exceed the standards outlined by Primerlight Aviation client, air operator, Prophetary Information: For use by PnineFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.HOW DO I Provide Outstanding Customer Service? Customers with Disabilities Customers with disabilities are special because they often have different needs than other customers. You may have a customer in a wheelchair, hearing or sight impaired. We cannot give one simple rule for giving outstanding customer service to people with disabilities. There are too many situations that can come up. However, we can give some suggestions to help you figure out how to give outstanding customer service on an individual basis to each customer with disabilities. The next course will cover this subject in detail.

* Remember that each customer is an individual.
O Remember that each customer has individual needs. Talk to the customer instead of speaking to someone else who may be with the customer.
.0 Ask what the customer needs. 

### Professionalism Professionalism is displayed by maintaining an official looking appearance and personality. Additionally, having superior job knowledge allows you to show your professionalism. 11 Appearance Uniform • Wear your uniform with pride and with strict adherence to the

PrimeFlight Uniform Standard. Personal Grooming

• Fully comply with the PrimeFlight Personal Appearance Standard. Conduct at airport

• Remember you represent PrimeFlight Aviation and our client at anytime you are wearing your uniform. O Always behave in a dignified, low key manner. • Think of people as your customers even when you are away from the work area. Example: Someone may ask you what time it is or for directions. Be friendly and help them out as best you can. If you are unable to answer the question, assist the customer to a source that can give them the correct answer. 

### iob Knowledge Job Responsibilities

• Know PrimeFlight Aviation and air carriers policies and procedures. • Know the responsibilities of each person in the airport.

PrimeFlight Aviation, Wheelchair Training Manual 13 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PnineFlight Aviation client, air operator, Proprietary Information: For use by PnMeFlight Aviation Personnel only,. Unauthorized dissemination of this document or information contained herein is prohibited.. Working together as a team, displays to customers that PrimeFlight Aviation team members are aware of their responsibilities. Job Authority • Know the authorities of each person in the airport. Equipment capabilities

. Understand the safety and operational rules for all equipment.

• Know the limitations of all equipment. V Efficiency Efficiency is displayed to customers by getting them through the airport as quickly as possible — safely. Your actions should be providing guidance to the customers. And you must have patience with every customer.
Provide Guidance Verbally and non-verbally

• Greet customers and get them started on the right track during transport. Guide them verbally and with hand motions to what they need to do when they approach and proceed through the transport process.

. Always thank customers and remind them to pick up their carry-on items.
Patience Remember you and customers have the same goal

• Never put blame on a customer or make them feel that they did something wrong.

. Give every customer, from your first customer of the day to the last, the same level of outstanding customer service.

. Never argue with a customer, client or PrimeFlight employee. 

## V Empathy Empathy is displayed to customers by showing them and telling them that you understand their feelings and situations. Look each customer in the eye to get a sense of their mood. Involve the customers in the service by clearly explaining exactly what you are going to do, why you have to do it and verify that the customer consents to the actions. Perceptiveness Recognize the customer's feelings and situation

e Make eye contact with each customer and look at their facial expression to figure out their situation (sad, mad, in a hurry, confused, happy). • Tell the customer that you recognize their situation
Involve Customers Talk to the customers about the service

• Describe to the customer exactly what you are going to do. • Give short explanations why actions are required. PrimeFlight Aviation, Wheelchak Training Manual 14 Cass #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, alr operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.O Get consent from the customer before you take action. Have customers assist as much as possible (if applicable)

O Try to avoid handling customers' belongings unless they ask for help or you offer help and they accept. 

## V Tactful Communications The message your customers receive depends on your ability to tactfully communicate. You communicate with your customers through spoken words and body language. Spoken Words Use softening statements in your conversations with customers

• Offer a pleasant greeting Example: "Good Morning sir"

"Hello Mam, how are you this afternoon?" • Immediately FOLLOW your Greeting with an offer of help Example: "How may I help you? (Mam?) • Disarm and customer hostilities by agreeing with them. Example: "I understand ma'am."

"I can appreciate that." "I hear what you're saying." "I see your point." 0 Thank customers for going through the seating I screening process. Example: "Thank you for your cooperation."

"Thank you. Have a nice day." "Thank you. Good Bye." Carefully select your words

• Avoid using the word "you" when giving instructions or explanations. The word "you" often comes across as threatening or aggressive. • Avoid using the word "Can" when offering help or explanations. The word "may" is far more congenial. • Use simple terms instead of technical words or jargon. This helps the customers understand the process better. • When in doubt, use fewer words rather than more words. Use a pleasant tone and volume

• Speak to customers with respect and directness. Do not use a commanding voice that makes customers feel like criminals or a patronizing voice that makes customers feel 5 years old. Body Language Use body language to communicate with customers

O Our smile is our handshake. Give each customer a smile. The smile you offer depends on the customer. • Make eye contact with every customer. • Use facial expressions to add believability to your communications.
PdmeRight Aviation, Wheelchair Training Manual 15 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviafion dent, air operator. Proprietary Information: For use by PnmeFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.• Use hand motions and gestures to help the customers understand what you want them to do. 6 Use a head nod or tilt to acknowledge a customer or add interest to your communication.



### V Courteousness 

## I Friendliness You display courteousness to customers by following the golden rule: treat others the way you would like to be treated. Choose friendly words or phrases

6 , Use words like "please" and "thank you." Respect Use words that convey respect

• Use words like "sir" and "ma'am." Show a sense of purpose in your actions

e Address situations as the top priority Helpful Assist customers with their personal belongings

6 If you notice a person having trouble, offer to help. Answer questions the customers may ask

• Give good directions when a customer asks where something is located. • If you do not know the answer to a customer's question, direct them to someone who can answer the question. 

## V Attentiveness I Action oriented Attentiveness is displayed to customers by recognizing things we can do to help them get through the airport in the safest - quickest and easiest way. Once we recognize the customers needs, we must follow through to be sure we complete our work with the customer. Flexibility Be ready to take action based on what the customer does Listen closely to customers to figure out what they need

6 Be sensitive to questions that customers ask about the service. Concentration Keep contact with each customer

e Every customer receives a "welcome" to the airport, guidance through the airport, and a "thank you" for their cooperation. Look for unusual situations and take action to avoid problems

6 , When a customer looks confused, give guidance to the customer. Use your knowledge of rules and regulations to guide customers through the service

PrimeFlight Aviation, Wheelchair Training Manual 16 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PriMeFlight Aviation client; air operator. Proprietary Information: For use by PrimeFlight Aviation Peisonnel only.. Unauthodzed dissemination of this document or information contained herein is prohibited.

### REVIEW HOW TO PROVIDE OUTSTANDING CUSTOMER SERVICE Be Professional

O Maintain a neat looking appearance and mature personaty. Know your job and responsibilities. • Appearance o Wear your uniform cleaned and pressed. o Be in fun uniform at all times. Pants, shirt, tie, hat and jacket. • Personal Grooming O Be showered and clean shaven at all times O Hair should be neatly styled and trimmed. • Conduct at the Airport o Remember you represent PrimeFlight Aviation and the airlines anytime you are wearing your uniform o Always behave in a dignified and low key manner. Loud talking, cursing and horse play are not acceptable behaviors. 

### Customer Service • Always have a friendly smile when greeting a customer. • Always be courteous; go out of your way for the customer. • Inquire if the customer needs assistance to be seated in a wheelchair-"Would you like me to assist you?" If the answer is yes, proceed by extending a strong hand and let the customer communicate their needs to you. It is important to "ask" the customer and then "listen" for their response. It is important that the chair is locked and on a level surface. Adjust the footrest to the proper height. If the answer is "no", ask the customer if there is anything else that you could do for them. • Assist customers with flight numbers and gate departures by requesting to see customer's ticket jacket. • Do not exaggerate your speech when communicating with a hearing impaired customer. Maintain eye contact, slow your speech somewhat, but speak normally. If you still have trouble communicating, write the information down on paper. • Speak directly to a person with a disability. If they are with somebody, avoid saying things like, "tell her she needs to..." or "ask him if he would like..." The proper way to communicate is to say 'you can..." or "would you like..." • Solicitation of any type, either verbally or displaying actions which can be interpreted as such is absolutely forbidden and grounds for dismissal. In addition, "cruising" the terminal asking to assist customers with their baggage is also forbidden.

PrimeFlight Aviation, Wheelchair Training Manual 

### 17 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation clien4 air operator. Proprietary Information: For use by PrimePlight Aviation Personnel only„ Unauthoilzed dissemination of this document or information contained herein is prohibited.

## SENSITIVITY MAINING -- AIR CARRIER ACCESS ACT 

# Class # 421

PrimeFlight Aviation, Wheelchair Training Manual 

### 18 Class #420, #42I, #521 and #820 04/2009 NOTE: All training minimums roust exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by PrirrieFlight Aviabbn Personnel only. Unauthorized dissemination of this document or infoimation contained herein is prohibited.

### WHAT IS THE AMERICANS WITH DISABILITIES ACT? (U.S. Equal Employment Opportunities Commission, US. Department of Justice, Civil Rights Division) Over 43 million Americans have one or more physical or mental disabilities and with that comes widespread discrimination, which persists in such critical areas as employment, public accommodations, education, transportation and many other areas of public use. In 1990, the American Disabilities Act (ADA) was passed to abolish discrimination based on disability. The ADA was developed to provide clear, consistent, enforceable standards addressing discrimination against people with disabilities and ensure that our Federal Government plays a significant role in enforcing the standards established in this Act. It is our responsibility to uphold and enforce the rules and regulations the ADA mandates. Our nation's goals regarding individuals with disabilities are to ensure equality of opportunity, full participation, and economic self-sufficiency. NOTE: Reference Department of Labor, ADA Act Barriers to employment, transportation, public accommodations, public services, and telecommunications have imposed staggering economic and social costs on American society and have undermined our well-intentioned efforts to educate, rehabilitate, and employ individuals with disabilities. By breaking down these barriers, the Americans with Disabilities Act (ADA) will enable society to benefit from the skills and talents of individuals with disabilities, will allow us all to gain from their increased purchasing power
and ability to use it, and will lead to fuller, more productive lives for all Americans. The Americans with Disabilities Act gives civil rights protections to individuals with disabilities similar to those provided to individuals on the basis of race, color, sex, national origin, age, and religion. It guarantees equal opportunity for individuals with disabilities in public accommodations, employment, transportation, State and local government services, and telecommunications. Fair, swift, and effective enforcement of this landmark civil rights legislation is a high priority of the Federal Government. 

### For answers to additional questions, call the ADA Information Line 0 800-514-0301 (voice) 800-514-0383 (TTY)

PrimeFlight Aviation, Wheelchak Training Manual 19 Class 1/420, #421, #52I and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by Primeflight Aviadon Personnel only.. Unauthorized dissemination of thIS document or information contained herein IS prohibited.

### AIR CARRIER ACCESS ACT In 1986, Congress passed the Air Carrier Access Act, requiring the Department of Transportation (DOT) to develop new regulations so that persons with disabilities would not be discriminated against. The latest revisions to the ACAA go into affect in May 2009. DOT Part 382 regulations, referred to as the Air Carrier Access Act, clearly explains the responsibilities of the traveler, the air carriers, the airport operators, and the contractors (PrimeFlight Aviation), who collectively make up the system which moves millions of passengers. The Air Carrier Access Act is designed to minimize the special needs that travelers with disabilities face as they negotiate their way through the nation's air travel system from origin to destination. This is met by: 

### • By recognizing that physical barriers encountered by customers with disabilities can frequently be overcome by employment simple changes. • By adopting the principle that many difficulties confronting customers with hearing or vision impairments will be relieved if they are provided access to the same information that is available to all other passengers. • Through training of all employees who come in contact with persons with disabilities, to understand their needs and how they can be accommodated quickly, safely, and with dignity. NOTE: See 14 CFR Part 382 for more information (382.61 Training — in Appendix)



## DEFINITION OF DISABILITY Individuals with a disability — means any individual who has a physical or mental impairment that, on a permanent or temporary basis, substantiality limits one or more major life activities, has a record of such impairment, or is regarded as having such an impairment. As used in this definition, the phrase:

Physical or mental impairment means: 0 Any physiological disorder or condition, cosmetic disfigurement, or anatomical loss affecting one or more of the following body systems: neurological, musculoskeletal, special sense organs, respiratory including speech organs, cardiovascular, reproductive, digestive, genitourinary, hemic, lymphatic, skin, and endocrine; or 0 Any mental or psychological disorder, such as mental retardation, organic brain syndrome, emotional or mental illness, and specific learning disabilities. The term physical or mental impairment includes, but not limited to, such diseases as orthopedic, visual, speech, and hearing impairment; cerebral palsy, epilepsy, muscular dystrophy, multiple sclerosis, cancer, heart disease, diabetes, mental retardation, emotional illness, drug addiction, and alcoholism. Major life activities mean functions such as caring for one's self, performing manual tasks, walking, seeing, hearing, speaking, breathing, learning, and working. PrimeFlight Aviation, Wheelchair Training Manual 20 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.• ACAA DON`Ts

- Require a "Fee" or a Tip for Services. Leave a customer in an immobile position more than 30 minutes. Deny services offered all other customers. Take away any customer's mobility/disability assistive device. Treat the Customer different than others, or as a burden. Force or Impose Service on someone who does not want or need it (i.e. making a deaf or blind individual ride in a wheelchair). "Abandon" a customer until you are assured their companion or inbound party is present and ready to assist onward travel (Ground, Rail or Air). Never distract a disabled individual's Service Animal- they are working animals and NOT pets. Forget who the Carrier's Complaints Resolution Officer is (CRO). Allow a Disabled individual to bypass security screening.

• ACAA DOs

In most contract locations, our assistance service STARTS at the Departures Area Curbside and only ENDS at the Arrivals Area curbside or Parking Garage. When assisting an individual with a mobility challenge, at their request, allow for stops along the route at: * Accessible Restrooms (Note: we do not assist the customer with specific restroom functions) * Fast Food locations (Note: Customers may elect to go to a "sit down" restaurant, but they must be advised they MI need to re-request assistance through the restaurant or other means to continue their assistance through the airport.)

- Know where the Assist animal "relief area" is at your airport; and upon request, take or guide the customer with the animal to that location.

- Upon arrival at a departure gate, advise the Airline Representative of the customer's name, location, and disability type (i.e. Deaf, Blind, Immobile) Provide written Flight information (delays, gate changes) to Deaf Customers Provide verbal Flight information (delays, gate changes) to Blind Customers
* EXIT ROW RESTRICTIONS in the ACAA

In order to qualify to sit in an AIRCRAFT EMERGENCY EXIT ROW SEAT the customer must: * Be Over Age 15 * Be able to READ, UNDERSTAND AND SPEAK ENGLISH * Be able to lift up to 50 lbs. * Be willing and able to assist in the event of an emergency/evacuation * Acknowledge and follow crew instructions

PrimeFlight Aviation, Wheelchair Training Manual 21 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator Proprietary Info/mat/on: For use by PrimeFlight AviaWn Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.The Ten Commandments of Communicating with People with Disabilities 

### I. Speak directly rather than through a companion or sigh language Interpreter who may be present 

### IL Offer to shake hands when introduced. People with limited hand use or an artificial limb can usually shake hands and offering the left hand is an acceptable greeting. 

### HI. Always identify yourself and others who may be with you when meeting someone with a visual disability. When conversing in a group, remember to identify the person to whom you are speaking. o When dining with a friend who has a visual disability, ask if you can describe what is on his or her plate. IV. If you offer assistance, wait until the offer is accepted. Then listen or ask for instructions. V. Treat Adults as adults. Address people with disabilities by their first names only when extending that same familiarity to all others. Never patronize people in wheelchairs by patting them on the head or shoulder. VI. Do not lean against or hang on someone's wheelchair. Bear in mind that people with disabilities treat their chairs as extensions of their bodies. o And so do people with guide dogs and help dogs. Never distract a work animal from their job without the owner's permission. VII. Listen attentively when talking with people who have difficulty speaking and wait for them to finish. If necessary, ask short questions that require short answers, or a nod of the head. Never pretend to understand: instead repeat what you have understood and allow the person to respond. VIII. Place yourself at eye level when speaking with someone in a wheelchair or on crutches, IX. Tap a person who has a hearing disability on the shoulder or wave your hand to get his or her attention. Look directly at the person and speak clearly, slowly, and expressively to establish if the person can read your lips. If so, try to face the light source and keep hands, radios, etc. away from your mouth when speaking. o If a person is wearing a hearing aid, don't assume that they have the ability to discriminate your speaking voice. o Never shout at a person. Just speak in a normal tone of voice. 

### X. Relax. Don't be embarrassed if you happen to use common expressions such as "See you later" or "Did you hear about this?" that seems to relate to a person's disability.

PrimeFlight Aviation, Wheelchair Training Manual 22 Cla.ss #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by PfimeFlight Aviation Personnel only,. Unauthorized dissemination of this document or information contained herein is prohibited.

### COMMON SENSE AND BEING SENSITIVE The sensitivity training deals specifically with the courtesy and treatment of the physically challenged. Common sense and being sensitive to others are key in showing any individual respect. This is especially important when encountering disabled customers. It is important for you to understand the proper way to approach, communicate and resolve any problems or questions regarding the physically challenged. On the previous page, were "The Ten Commandments Of Communicating with People With Disabilities". This list touches on important issues that have a direct affect on the way you communicate and conduct yourself while dealing with the physically challenged. After reviewing this list, your trainer will ask you questions and set up scenarios for you to practice. 

### Questions for Discussion
1. Why is it important to ask before you help a disabled passenger?

2. Why is it important to listen carefully when assisting a disabled passenger?

3. If you approached a passenger who was having difficulty walking, what would you do?

4. How would you assist a blind passenger with a guide dog?

5. How would you assist a paraplegic in their own wheelchair?

PrinvFlightAviation, Wheelchair Training Manual 23 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outrined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by PnMeFlight Aviation Personnel only. Unauthorized dissemination of this document or information contained herein IS prohibited.

## Interactive

Instructions: Split the training group into pairs. One person will act as the transporter, while the other person acts as the disabled individual. Put yourself into the "shoes" of each character. Switch roles when the scenario is finished. Scenario 1 A passenger in a wheelchair approaches you and asks for your assistance. The passenger is both excited and confused. The passenger explains he has never flown before and he is baffled as to what services the airport provides. How should you handle the request? NOTES:

Scenario 2 A passenger calls out to you for assistance. They need to be transferred from a lobby seat to a wheelchair and then to their gate. The passenger needs assistance putting their wheelchair together. How should you handle this request? NOTES:

Scenario 3 The wheelchair assistant is walking down the concourse and spots a mentally disabled person wandering around confused and disoriented. You approach them and ask them if they need assistance. They say yes, but cannot speak clearly. How would you handle this situation? NOTES:

PrimeFlight Aviation, Wheelchair Training Manual 24 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrlmeFlIght Aviation client, air operator. Proprietary Information; For use by PnrneFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein Is prohibited.After completing the interactive training scenarios, the group should review their findings to share the different ways situations can be handled and to ensure that they will achieve exceptional customer service. Some common sense and sensitivity tips: G Speak directly to the person — not their companion G If you have a question — ask — in a normal tone of voice G Always tell your customer what you are doing and how — to ensure they are aware of where you are going and how you are going to get them through (sharp turns, narrow doors, steep ramps) G Treat braces and artificial limbs as respectfully as you would an actual part of the body. Never take canes, crutches or walkers from a customer unless asked. G Be conscious of the customers' needs when they are using a service animal — ask the customer to what is best for their service animal, and 

### know where the service animal "relief area" is at your airport.



### SUMMARY Customer service training is nothing more than reminding you of what is expected of you in appearance, demeanor, and job personality. The more you care about yourself in how you are perceived, the better you are perceived. PrimeFlight Aviation is asking that you care about your reputation, about the reputation of the company, and the reputation of the client while you are in uniform. We want you to respect the job, the company and our client enough to protect them. You protect them by treating each customer that you come in contact with as the customer that will make or break your contract, because they truly are.

PaineFlight Aviation, Wheelchair Training Manual 25 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information; For use by PrimeFlight Aviation Personnel only„ Unauthorized dissemination of this document or information contained herein 1.5 prohibited,

## WHEELCHAIR SAFETY Transferring and Transporting Customers

CLASS #521

PrimeFlight Aviation, Wheelchair Training Manual 

### 26 Class #420, #421, #521 and #820 04/2009 NOTE; All training minimums must exceed the standards outlined by PrimeFlight Aviation el/6 , M air operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.

### NOVSAR 

### DO NOT OPERATE

, 

### Know your equipment: Standard Wheelchair Key Components: • Brakes

. Leg Rests • Main Wheels • Casters

Typical Aisle Chair Key Components:

- Hand Brake Release

- Top Lifting Handles

- Base Lifting Handles

- Safety Belts (2-3 kinds!)

. Leg Rest .. Head Rest

- Main Wheels

- Casters

Pre-Use Chair Check

- When in doubt, check it out!

- Some Carriers may have a checklist • RED TAGGING (Tag Out)

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### Seating Customers When assisting a customer — these are the basic rules for transferring a customer to or from a wheelchair:

• A Passenger though NEVER sit in a chair before it has been checked for safe operations. Check the casters, brakes, footrests, wheels and handles to make sure they are operating properly. Check for loosened bolts or connections. If you feel a chair is unsafe, RED TAG it and contact your Supervisor.
O Before assisting the customer into or out of the wheelchair, make sure that the brakes on both wheels are set and the footrests are in the "up" position.
O Position the wheelchair as close as possible to the customer keeping all four wheels on a solid surface at all times.
O Explain your intentions to the customer regarding how you plan to assist in their transfer and ask for any information that you may need to know about their unique physical needs such as supporting their knees in a bent position during the transfer, areas of soreness or other special body positioning. You will need assistance in transferring a passenger whose legs and/or hips require support. Inquire whether customer is willing and has sufficient upper body strength to assist in the transfer. If the answer to both questions is yes, they should use their existing seat and the locked wheelchair as support for their hands while shifting their body weight into the wheelchair.
O Always ask for help prior to transferring an adult customer with questionable upper body strength. Failure to do so can result in back injuries to the customer and/or assistant.
O Always talk about the transfer with the customer prior to making the lift. Inform him/her that you will begin lifting after counting aloud to three.
O When assisting a transfer by yourself, approach the customer from the front, straddle the passenger's knees, place your arms under their arms with your hands on their shoulder blades and lift them as close as possible to your body. Use your legs to lift, keeping your back as straight as possible with your rear end tucked in to flatten the natural spinal curve.

• Making small, even steps on the balls of your feet, pivot yourself and the customer until you can lower them into the wheelchair. (DO NOT TWIST YOUR BACK DURING TRANSFER. USE YOUR FEET TO GRADUALLY MAKE THE PIVOT) Maintain a firm, but gentle grip on the customer, making sure that they are sitting far enough back in the wheelchair so that it won't tip forward. You can ask the customer to use one hand to feel for the arm rest to help guide them into the seat. PdmeFlight Aviation, Wheelchair Training Manual 28 Class #420, #421, #52I and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator, Proprietary Information: For use by PrimeFlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited,• After lowering the customer into the chair, go behind the chair and look to make sure they are all the way back in the seat. (this will decrease the possibility of tipping forward during transit)

• Lower the foot rests and place the customer's feet on them securely. (inform the customer of your intentions to touch their feet)

• Make sure the customer's arms and legs are in a safe position before transporting.

• Always check to see that the customer is comfortable prior to transferring or transporting. 

## LIFTING TIPS
• Safe lifting means protecting your back while you lift.

• Before you lift another person, think about the lift. Can you lift the customer by yourself? Do you need help?

• When you lift a customer, be sure to bend at your knees, hug the load close to your body, and raise yourself up with the strong muscles in your thighs. o Place your knees on either side of the customer. o Stand with your feet shoulder width apart and knees bent. O To lift the customer - place your hands under the arms with your hands under the customer's shoulder blades.

• Remember never to twist while lifting; instead, move one foot at a time in the direction you want to go and then turn with your leg muscles.

• During the transfer, make sure you have open communication with the customer. Set a countdown for signaling the start of transfer.

PrimeFlight Aviation, Wheelchair Training Manual 29 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by PrimeFllght Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.

## TRANSPORTING CUSTOMERS:

• Try to choose routes that have the smallest inclines possible, and NEVER use stairs or escalators. a When entering elevators, back the chair over the threshold both going in and out. This is easier and safer than going forward. Explain to the customer what you are doing so they do not become alarmed.

• Never allow a wheelchair to descend the jetway unassisted.

• When crossing over steep inclines (i.e. the Jetway); ALWAYS back the wheelchair down an incline to avoid the risk of a fall. NEVER push wheelchairs FORWARD down an incline! Sudden changes of the floor angle or contact with jetway expansion joints can cause the front casters to catch, causing the chair to tip forward and eject the customer. KNOW IF YOU ARE WORKING A "REGIONAL" JET. a When backing customers down the jetway, grip the wheelchair handles firmly to be able to decrease the wheelchair's momentum and maintain control. a Always keep the customer informed of what you are doing while negotiating sharp turns, narrow doors and steep ramps.

• To prevent tipping, do not allow the customer to lean forward further than the front of the arm rests during transportation.

• During transportation, continuously scan the floor for loose debris, holes or expansion joints that can easily cause the front casters to stop and result in the wheelchair tipping over forward.

• Periodically check the customer's feet and wheelchair foot rests.

• Never assist more than one wheelchair at a time. a Never allow a rider to sit in the lap of a wheelchair occupant. a If you are not physically strong enough to assist a disabled customer —STOP- GET ADDITIONAL HELP. Failure to so, or getting in a HURRY can jeopardize the safety of the customer, yourself and possibly others!

PrimeFlight Aviation, Wheelchair Training Manual 30 Cla.ss #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by Ptimenight Aviation client, air operator. Proptietary Information: For use by PrfrneFlight Aviation Personnel only. Unauthorked dissemination of this document or information contained herein is prohibited,

## TRANSFERRING IN AND OUT OF AISLE CHAIRS:

• Ask the customer about any specific requirements for transferring, such as support for the lower limbs, sensitivity or soreness prior to performing the transfer.

• When lifting a customer to/from aisle chairs, 

### always obtain assistance from an airline customer service agent or another PrimeFlight Aviation employee. Position one person standing behind the customer. They must place his/her arms beneath the customer's arms and around the chest. Ask the customer to cross his/her arms on the chest. Using an overhand grasp, gently, but securely grip the customer's forearms. The second assistant, approaching from the front, places both arms under and around the customer's thighs, just above the knees. Both assistants should lift simultaneously after a count of three from the assistant lifting the torso. Remember to bend your knees prior to lifting.
O the attendant lifting the torso initiates the countdown. u Use more than two attendants when the customer is a large adult with questionable upper-body strength. • Lift with your legs, not your back. • Never transfer a customer to or from an aisle chair by yourself. Remember that persons in wheelchairs are as diverse as able-bodied persons. There are a variety of physical conditions that could necessitate the use of wheelchairs. In some circumstances, people in wheelchairs may resent the assumption that they need assistance. When a passenger comes into an airport in his/her own wheelchair and is obviously capable of transporting themselves under their own power, offer assistance with other tasks first, such as checking, or transporting baggage, ticketing or direction to airport facilities. Never assume that people in wheelchairs require any more assistance that able-bodied persons. You may assume that a customer needs assistance if he/she is in a wheelchair provided by the airlines/airport. Always attempt to make initial contact with the person in the wheelchair by looking directly into their eyes and cordially introducing yourself. If the person is visually impaired, it may be necessary to communicate directly with their companion.
O Prior to movement of an occupied aisle chair, make sure the customer is securely strapped into the aisle chair to prevent them from falling or shifting their weight, which could cause the entire chair to tip over.

PrimeFlight Aviation, Wheelchair Training Manual 31 Class #420, #42I, #521 and 1/820 04/2009 NOTE: All training minimums must exceed the standards outlined by PdmeFlight Aviation clien4 air operator. Proprietary Information: For use by PrimeFlight Aviation Personnel only.. Unauthorized dissemination of this document or infonnation contained herein is prohibited.

### WHEELCHAIR ASSISTANTS OPERATION GUIDE CLASS #820

PrimeFlight Aviation, Wheelchair Training Manual 

### 32 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PdmeFlight Aviation client, air operator, Proprietary Information: For use by PrimeFlight Aviation Personnel only„ Unauthorized dissemination of this document or information contained herein Ls prohibited,

### WHEELCHAIR ASSISTANTS OPERATION GUIDE

This is the PrimeFlight Aviation Wheelchair Assistants Operations Guide. It contains the official methods and procedures that apply to your overall responsibilities and performance as Wheelchair Assistants. The simplicity of the instructions as expressed in the following pages should be given your fullest attention at all times. We should always remember that physically challenged customers require the best service that you can give. 

### WHEELCHAIR ASSISTANTS CUSTOMER SERVICE SERVICE OBJECTIVE The purpose of your position with PrimeFlight Aviation is to provide safe and comfortable quality assistance to customers who are physically challenged. 

### CUSTOMERS WHO ARE PHYSICALLY CHALLANGED Customers who are physically challenged are special because they often have different needs than other customers. The following techniques can be used to help you deal with customers who are physically challenged:

• Remember that each customer is an individual
O Remember that each customer has individual needs

e Talk to the customer instead of speaking to someone else who may be with the customer.

e Ask the customer what they need.
The important detail to remember, when dealing with customers who are physically challenged, they are people just like the rest of us. People who are physically challenged deserve that same respect and attentiveness that we give to all our customers.

PrimeFlight Aviation, Wheelchak Training Manual 33 Class #420, 1/421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client; air operator. Pmprietary Information: For use by Primerlight Aviation Personnel only.. Unauthorized dissemination of this document or information contained herein is prohibited.

## KNOW YOUR SECURITY SCREENING

• NO FIREARMS, WEAPONS, PEPPER SPRAY, KNIVES, BATS, GOLF CLUBS, BOX KNIVES, TOY WEAPONS or SCISSORS

• 3-1-1 (Carry-On) Liquids Rule o 3.4 Ounces per container Maximum o One 1-Quart Bag for all liquid containers (sealed) o One Bag per customer o Exceptions exist for certain items (i.e. baby formula/Mother's Milk)

• Disabled Customer Screening Rules o An individual with a disability must undergo the same security screening as any other member of the traveling public. o If an individual with a disability is able to pass through the security system without activating it, the person shall not be subject to special screening procedures. Security personnel are free to examine an assistive device that they believe is capable of concealing a weapon or other prohibited item. If an individual with a disability is not able to pass through the system without activating it, the person will be subject to further screening in the same manner as any other passenger activating the system. o Security screening personnel at some airports may employ a hand-held device that will allow them to complete the screening without having to physically search the individual. If this method is still unable to clear the individual and a physical search becomes necessary, then at the passenger's request, the search must be done in private. o If the passenger requests a private screening in a timely manner, the carrier must provide it in time for the passenger to board the aircraft. Such private screenings will not be required, however, to a greater extent or for any different reason than for other passengers. However, they may take more time. o Personal Oxygen Bottles are prohibited beyond the checkpoint. Check with the Carrier for specific Rules.

PrimeFlight Aviabon, Wheelchair Training Manual 34 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlight Aviation client, air operator. Proprietary Information: For use by Primenight Aviation Personnel only. Unauthorized disseminabon of this document or information contained herein is prohibited.

### Proper Conduct

1. Wheelchair Assistants should always have a friendly face/smile in greeting the customer. 2. Greet with the words "Good Morning", Good Afternoon" or Good Evening", whichever is appropriate. 3. Inquire if they need assistance to be seated in the wheelchair — "Would you like me to assist you?" If the answer is yes, proceed by extending a strong hand and be guided by the customer's need. It is important to ensure the chair is locked and on a level surface. If the answer is "no", stand behind the chair, holding the handles, after you have adjusted the foot rests. 4. Always be courteous, go out of your way to make the customer feel comfortable. 5. Inquire of the flight number and gate of departure by requesting to see the customer's ticket jacket, "May I please see your ticket jacket." Upon reviewing the ticket jacket, repeat the flight number and gate of destination to the customer, thereby reconfirming this information. 6. Be patient. If a customer asks you the same question two or three times, answer politely each time. Avoid any tonality or body language that reveals annoyance on your part. 7. Proceed to the destination being mindful of other people, uneven surfaces, ramps, closing elevator doors, etc. 8. Soliciting tips in any manner, either verbally or displaying actions which can be interpreted as such, is 

### absolutely forbidden and grounds for dismissal. In addition "cruising" the terminal asking to assist customer with their baggage is also forbidden. 9. When in the arrivals area, remember to ensure the safety of your customer if you are retrieving bags from the carousel. 10. When taking a customer to the arrivals area, the determination must be made if further assistance is required beyond this area. Discourage as much as possible, further assistance to another terminal or to the parking lot if there are other members of their party that may help them. Remember that there are many customers that require assistance and it is important to check-in with the dispatcher as soon as possible. Advise the customer as follows: "ma'am this is as far as I am permitted to take you, I have to return to my station." Obviously, good judgment is necessary as well as good customer service skills. 

### NEVER leave a physically or mentally challenged customer alone anywhere without being specifically assured of their continued weel-being. 11. Delays and all unusual/unscheduled assignments while away from your base station must be communicated to your dispatcher. 12. Before returning to your station after assisting a customer, call the dispatcher to see if there are additional requests in the area you are in. 13. If there are not additional requests, return immediately to the base station and await your next assignment. 14. Follow all safety and lifting procedures.

PrimeFlight Aviation, Wheelchair Training Manual 

### 35 Class #420, #421, #521 and #820 04/2009 NOTE: All training minimums must exceed the standards outlined by PrimeFlIght Aviation client, air operator, Proprietary Information: For use by PrimeFlight Aviation Personnel only,. Unauthorized disseminahon of this document or information contained herein is prohibited,) 1c , - ,,,:•,,, A

. . /

- H L 1....r.1Core
- 

### (4„4nie t Trainer SidjiatOrel New Hire Orientation 8/5/2010 Customer Service Training #420 • HAZ COM Program • Workplace Safety Overview • Back Protect and Safe Liftin • Sensitivity Training ADA & ACAA #421 O Wheelchair Operation #820 • Wheelchair Safety # 521 

### •

Diversity, Discrimination & Sexual Harassment Policy 819/2010 On the Job Training Completion

- 

### 2/23/2011 Syntrack for the mobile user 

# EXHIBIT 3 

# Trainhlig Record

Name 

### Isaura Fernandez Deigadb Date of Hire 

### 8/5/2010 Job 

### Wheelchair Attendant

### PrimeFlight Aviation Services 

# P 

# linen]
AVIATIONSERViCES 

## Training Sign-in Record

Station instructor's Name and Employee Number

---- 

### RreSe

-- ,=.7 

### Aircraft Type Type TrainhIg 

## Afet} riefee s c)Pl' NC TL 0001 04/17/2008 4e0AreS1741 

### 7. 1 )4 , ---aaN41 Course Name

Ocie,ev;e-c,c) 

## C -1

0744 ee r•

—

• 

### Hrs. of Training lo ee Si nature 213222 , U

0 mon/day/yr 

# 7e :z5c),1

# (PrhnFiiqht PrimeFHght Aviation Services

AVI4TWIVBERVICE5 

### Training Sign-in Record 

## Starting 

## 9A

- A,c) mon/day/yr 

## p„,„,4A

f Ending 

## 69/5

--

/2..cvo mon/day/yr 

## 3:3 6 

# PN Instructor's Name and Employee Number 

### rth

- e-dge Station I Type Training ,Veri; 

### Mee 444 

### Course 

## Name A Jf 

### it 5 4- 794
- ite 7eT41°,6"A 

### Aircraft Type 

### A/C TL 0001 04/17/2008 ato4; 644;14-df•JI ;X 

## k

- 

# Thoopsm

-- 

# "Tak4';,cyz • 6. --- /--i4O 

# tky @) 7. 

# Ycone° 

# be_nn f.ko

. ek1C- 1 

# s 3 c 3 s 5 -

Cc:7 C tName: 

### \_. ,5CiLAUCCI rt..KdC5

- 4,,, Job: 

### '1A

f , A

- . Check to Confirm that the trainee received: 

## Required On-The-Job Training

All PrimeFlight employees must receive a minimum of 4-8 hours of on-the-iob training.

,/ 3›3 Tour of the airport facilities Location of emergency exits o mergency evacuation procedures Emergency telephone numbers ,ocation of fire extinguishers roper use of all required equipment (demonstration) Safety overview
2 Shadowing with an experienced agent 42/1Supervised observation by an experienced agent n/ Meeting with Supervisor/Manager to discuss on-the-job training 

### YES NO V



### _ Is the trainee prepared to work essential job functions? Have you reviewed company policies and procedures with the trainee? / 

### On-The-Job Training Completed On: 24 /C)()o. of hours 

## /6

Employee Signature: Name of agent shadowed: Manager's Signature: ,A .a• i 

## I Date: 1 ') frL5 

# eej , -, „az? ,, S/;717. 2 i 7 

### A- (.0 

## ofrzakiS6

, <— Cr '&4/Lc) 

## 7 

# ritpsoc-/' Date:

### NC IL 0001 04/17/2008 

### C AVIATiffEERVICES

— ' 

## PrimeFlight Aviation Services Training Sign-In Record 

## Ending montdayfyr rnon/d.y/yr 

### instructor's Name and Employee Number 

### Station I Type Training C 7 e a0 114C1 Aircraft Type 

### Course Name

Name Prin Emp # Hrs. of Training Employee Signature ' • 

## '6

- ; Mx!-

-- )C 7 ,k 9 c) , .0 , /

. 

# .2 S ir I. _,
, , 0
- 4- ..- /2- 

# 2, 22_ &/(-

.

-J i l e4 c'''.7 /I: eit /

;'(- -1 A - ‘;?/: / 

### 2..., 4. 

## c- Z122... I.


## ge

, 6 1- 2- 2.z



## 2,Z_, , .- 4' ' .,r .., • 

## .1// (S' 

## 1 /4 

# ' 2 

### 7. 

### /

( C.L4 

## i(I)//icii (

lj

o 

### il . --77: 

## 2. i. 23
2
/1 1/14 Pf-: ) 9



### 7
- 61:14 

## 1 1/

. .

. .A i. - - ' ./06-2

6 -7 _,),..ife, 

## , 2- a

• 

# 4 , 2.: 9. 

### if I tr : ( q i t-' ii 1 / 1 2 . 10. 4 e 11 . 12. 

# .,--7- R ' al , . 1-4,,,--t. i ,

. , , / , g

, , '1,- , .. , . 13.

. k "., ve.(`"(v I 

## c evi

# E 111-11B11

# EXHIBIT 4

. ° Kim .Date of i 

# Trnnci Record

Name Date of Hire Job 

### Onetha McKnight 

### 10/18/2006 Wheelchair Attendant trainer Signature New Hire Orientation O Customer Service Training #420 • HAZ COM Program 0 Workplace Safety Overview O Back Protect and Safe Lifting O Sensitivity Training ADA & ACAA #421 Wheelchair Operation #820 O Wheelchair Safety # 521
• Diversity, Discrimination & Sexual Harassment Polio
On the Job Training Completion 4/23/2009 Wheelchair Assistance Training 

### 2/23/2011 Syntrack for the mobile User.

## Time Date

rstc, rx/cl.yl

. yr

monfday/yr
Station Aircraft Type

Type Training

, ,/ 1 " 

# 7t
- ra 4l 

# 4 cx7 Course Name ././



# /74 , , (#(771 ( C ‘;I 4-64 t4it

4 

## PrirneFlight Aviation Services Training Sign-in Record 

# P
,L'sViAttari5ERVICES —j



## A/C TL 0001 04/17/2008 Instructor's Name and Employee Number



### -- Name (Print) Emp. # Hrs. of Train ng Employee Signatu e 

### 1. ' 

## /7 / Pc) ,0



### . .---)

, , , • 

### ' . , 1:,, 'Z- 1 2



## Z 

# 2.2._ 2.- z 

# 212


# . 1

.. i , Ill



### — —



## , ( 7 7 , •.L.

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## -‘/' 41 2/ ■ 

### ' _ 1 F.? , 

# 2"2 

# 3

, //;,-, AV,
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# OV I

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# 4/4/ece76 - , 

# 272.3 .._,

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## _ 

# 2--;Z3 , / ' 1 ir



## _. s , . ,

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### 1/ 14 9C? (A -115;6z h ,., - 

## , ''

2 

### . // 

## ' eic4.4.4 

## (t) 

# de+

/ . i 

### 2. , 1

. 

### ___L .,- , 12____ <-3

••• • -'" • 

## 4e,;-114m, CLy-

## NC TL 04117120(

Ern.. # Hrs, of Trainin. Em.lo ee Si•nature Name Print



# 210

tSI._s(Acic Q , 1 

# SO9 tb() ou 

### ic h 

### W e2_ 

### 531- 

## PrimeRight Aviation Services Training Sign-in Record 

# n 

# krrl Orb , ' VM 1!finigERI/1C'ES

— 

## • start:g 

## Date

4 //23 / 6 monlda lyr 

### Time

q:060i
- r)

mon/day/yr 

# fa C

, O 

# p in 

## Ending Instructor's Name and Employee Number 

# 1Z Station Type Training , Aircraft Type



# tiOhee!nhett r Course Name 

### A . 

# k)r‘ChoixAr - itS3i5+anc_Q- 

# co, t n‘ 

# n9

# EXHIBII

### Date oCtraining 10/4/2010 

### staprse &fame Trainer Signa4ige

New Hire Orientation O Customer Service Training #420 • HAZ COM Program • Workplace Safety Overview • Back Protect and Safe Lifting • Sensitivity Training ADA kACAA #421 • Wheelehair Operation #820 • Wheelehair Safety # 521

6 Diversity, Discrimination & Sexual Harassment Policy On the

- Job 'Training Completion 

# EXHIBIT 5 risJiqi7



# t
4V1, 5 .; if , :15E

- t , 1-0EES 

# Training Record

Name 

### Nikisha Watson Date of Hire 

### 10/6/2010

Job Wheelchair Attendant

## Required On-TheiJob training

Ali PrimeFlight employees must receive a mi i um of 4- 1 8 hourc° of on-the-job training.



### Name: Job: Check to confirm that the trainee received:

-L7 

### Jour of the airport facilities Location of emergency exits mergencY evacuation procedures Mergency telephone numbers ocation of fire extinguishers roper use of ail required equipment (demonstration) Safety overview 

### id Shadowing with an experienced agent Supervised observation by an experienced agent o/Meeting with Supervisor/Manager to discuss on-the-job training

YES NO Is the trainee prepared to work essential job functions?

Have you reviewed company policies and procedures with the trainee?


### On-The-Job Training Completed On: 16
- 6 

### 7 -10 

### No. of hours tr5

Employee Signature: 

## )_cn 

# S Name of agent shadowed. Date: /0

Manager's Signature: Date: /0 

### - 07--/C)PrirneFlight Aviation Services 

### Training Sign-In Record instructors Name and Env! yee Numb NC TL 0001 04/17/2008 

### /1"---ade&Sc2 tie72126, Station Aircraft Type

Type Training 

## bigoireio giee Employee Signature Hrs. of Training Name (Print) Emp. 

# 3 2. 

# a 1 cl\eYthLt

. , 3 

# 3 Af 4404/7 4.

. 

# A. ,43,0Tr

e vi 

# _3
5. • 

# 61(116 

# iio-priSon ki d atid*



# 6 d

- 

# 6A

- 

# e 7.

10. f Jr

,

12. 13. 14. 

### Date Time Starting gCt r

i fip ni y7yr 

# Vr( 2 o iciaytyr 

# ‘

- i 

# : oor 

# M Ending 

# 9 .„30A-f-i

### Emp. Hrs. of T amMg

- 

# NACA,C,VC\r , Name (Prin structors Name and Employee Number 

### ation Type Training



## ec,t) 

# 06 )u rse Name 

### ZIACPSCA 

# A/614 89

- 6


### Ve49 Aircraft Type NC TL 0001 04/17/2008



## LiLo- fq 

## r"1. 60

- 77
- 69/v) s 

# 3

5 -

fyi 

## 4 1 "

- caepeiL Employee Signatu 

## e Primenight Aviation Services 

### Training Sign-ln Record 

# Pn
,M4.77125ERV1 ES -1 Date Time Starting e r l 24D 

## ay/yr 71 ° 4 1 i Ending 0 

## 6 n/day/yr 1 

## 1 : a o p

i1

# XHIBIl

# EXHIBII 6 Prim re

f

- -1' 

## rh
‘4EHLIC,`- 

# Trainh Record

Name Date of Hire 

### Job Dan Hernandez

3117/2011 Wheelchair Attendant 

## 046: 6 1tV4iTiji.rC courO,Nrn

- 6 , 3/14/2011 Newl-1

. 7 1

- i L e Orientation • Customer Service Training #420 • HAZ COM Program O Workplace Safety Overview • Back Protect and Safe Lifting • Sensitivity Training ADA & ACAA 4421 • Wheelchair Operation #820 • Wheelchair Safety # 521 Diversity, Discrimination & Sexual Harassment Polio 3/21/2011 On the Job Training CompletionDate:

Employee Signature: Name of agent shadowed: Manager's Signatur 

## Required On-The-Job Training

All PrimeFlight employees must receive a minimun of 4-8 hours of on-the-job training,

Name: 

# D al r14) aida: 

# JO: AlLka

Check to'confirm that the trainee received: / our of the airport facilities 'ocation of emergency exits mergency evacuation procedures Emergency telephone numbers •Eg/COcation of fire extinguishers • m-- - Proper use of all required equipment (demonstration) m-- -- Safety overview dowing with an experienced agent upervised observation by an experienced agent a- - leeting with Supervisor/Manager to discuss on-the-job training

YES NO Is the trainee prepared to work essential job functions?

Have you reviewed company policies and procedures with the trainee? 

### On-The-Job Training Completed On: 5 

## Ai No, of hours 

## 19

### instructor's Name and Employee Number 

### Francesca Navarro Aircraft Type Station Type Training 

### New Hire Orientation Course Name • Company Overview / Custor•e Training / Back Protection / Workplace Safety Education 

## Date Time 

## Starting L.5 ig 2o mon/day/yr 

# 10

: 00A-Ait 

## Ending

" 3 I 26// mon/day/yr 

## A/C TL 0001

04/17/2008 PrirneFlight Aviation Services Trainin Sign-in Record 

# , .r amazia ViCilinSERVITES* J



### ' s Name (Print) Emp. # Hrs. of Training ' Empioyee Signatu e

...;....,„. 

# , , Jr- 1- 

### D i.R-N P Proi-D H-L-pi\triN01'59- 

# 3

.,:.--.< 

## ,,...._ 4
- 1,---------- --- 

## -----
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# y'' rie

-

i. ; 2. ,



## K7 , i c•, 3 

## 3

5. 

### m a"

6. 

### 7.

, 9. 10. 11. 17.
11

## PrimeFlight Aviation Services Trainiqg Sign-in Record

Course Name Diversity, Discrimination leek:hair Operation /Wheelchair Safety/ Sensitivity Training - ACAA / & Harassment Policy



### - Name (Print) E p. # Hrs. of Training___ Employee Signature 1. /

7 PruLD fi-EPZAJP, 

### NOE2- 

# 3

. i



# _. 6

-

arizA- --- _3 3. / / 

### (ic-Cg L___ /:::// r (...„.- 4. • i 

### P-PeA\ .N 

# 3 • ES . — 

# /7 / ..,,,, 5 7 -

6.

r 10. 11.
1 9. 

### 13. VMTWNEERVIEE5



## NC TL 0001 04/17/2008 4 

### Instructor's Name and Employee Number, Francesca Navarro 

### Station Type Training New Hire Orientation 

### Aircraft Type

# HIBIT

### Airport workers march for better pay 

# EXHIBIT 7

73 0 Partly Cloudy Forecast » 

# Ph ly 

# corn

Home News Sports Entertainment Business Food Lifest3

SIVIALL BIZ LSAIV S NANCE LABOR/UNIONS TRANSPORTATION TECHNOLOG'm



### I AM GOOD. (DANN AN IN THE PHILADELPHIA AREA 

# Airport workers march for better pay

Airport workers and members of Service Employees Intedk , f lona! Union (SEIU) march , 'd from Philadelphia In(ernational Airport's F to Terminal L), demanding that US Aitways Group require subcontractors to i wages and benefits. The groups will ask City Council on Tuesday to amend a lease agreement with all airlines and to extend the city's "liVng wage" standard to 1500 low-wage airport workers who are employed by subcontractors. Source: SEIU 3213) local



### http://www.phi11y.com/phi1ly/business/20130604 Airport_workers_march for

. _better pay.h... 6/4/2013'PLIITH 11



### customer 

### feedh3ck Per 

### f or m n ce reviews Airport workers march for better pay Page 2 of 5
About 40 airport workers and members of Service Employees International Union (SEIU) 32BJ local marched at Philadelphia International Airport Monday, demanding that US Airways, the airport's largest airline, pressure subcontractors to improve wages and working conditions of 1,500 low-wage airport workers, such as skycaps and wheelchair attendants. The march came one day before a Philadelphia City Council committee hearing Tuesday on a two-year lease extension between US Airways and other airlines and the city. Community activists and an interfaith group plan to ask Council to amend the lease to require that the city's "living wage" standard, now in effect for companies with direct city contracts, be enforced for low-wage airport service jobs. The workers are employed by a subcontractor, PrimeFlight Aviation Services of Nashville. The city's minimum-wage and benefit standard of $10.88 an hour and paid sick days, drafted by Councilman W. Wilson Goode Jr. and adopted in 2005, has been interpreted by the city administration as not applying to subcontractors. - Linda Loyd CUCK LRE

$(:)" & up ide Summer Fares, One Way See all travel deals »



### http://www.phi11y.com/phi11y/business/20130604 Airpoit_workers march for better pay.h... 6/4/2013

# XHIBIT 8

# EXHIBIT 8