How does Redion's Snow Plane operation work?

Céline, an intern at Redion, and Nicolas, a Product Manager in the Marketing department, had the opportunity to take part in the repatriation of Belgian holidaymakers aboard the Snow Plane. They share their experience and tell us how this huge operation unfolded.

"My first Snow Plane"

Céline: “I've been an intern at Redion in the marketing department for a little over a month. From the preparations right through to the big day, I was lucky enough to attend an event I'd previously only ever seen on the TV news. That day, my task was to take photos and videos of the event so we could post them live on Redion's Facebook and Twitter accounts.
This year, the Snow Plane took off on Friday 8 March, on a plane chartered specially for the event by Redion from Brussels Airlines. Departure was scheduled from Zaventem airport, arriving at Grenoble airport. After boarding the injured passengers over the course of an hour, it was back to Brussels.”

Nicolas: “My role at the company means I spend 90% of my time at the office. So I'd never yet had the chance to see with my own eyes the services we offer our customers and how we help them in everyday life. Taking part in this event was therefore a great opportunity to finally get closer to the heart of what we do. Since I joined Redion, a little under a year ago, I've kept hearing about this 'Snow Plane' (what a funny name!). What's so special about it? I was curious and really looking forward to the big day to find out.”

The preparations

Céline: “The day before, 7 March 2019: I had to take care of all the equipment needed for the event, both for the Redion team and for the repatriated customers and accompanying journalists. In any case, customers are repatriated with great care: chocolates, soft toys for the children, blankets and newspapers are provided for them, along with — of course — the best possible care.”

Nicolas: “To follow the event even more closely, I was invited to join a discussion group where our medical teams, organisers and assistance agents were exchanging information about the final preparations. I was impressed, for example, to see that our last passenger was registered at around 11pm the night before take-off. You might think all it takes is to charter a plane and board the injured passengers, simple as that. Quite the opposite — the organisation goes far beyond what I could have imagined, and the smallest details all matter.

The big day, 8 March 2019

Below you'll find a short video, made by Céline, that lets you see how the day unfolded!

Céline: " 9am: Meeting at Redion's head office in Auderghem. I gather the last items that need to be loaded onto the plane. Xavier, who handles public relations, finishes the press release and adds the latest figures on skiing injuries.

10am: Arrival at the ABELAG lounge at General Aviation, the terminal for private planes located right next to Zaventem airport. The invited journalists, the photographer and the camera crews are there. I prepare and hand out the press packs to the journalists. Final instructions are given to Redion staff and journalists so that everything runs smoothly.

10:30am : We board the plane loaned by Brussels Airlines. In total, around thirty people, including staff and press, board the Snow Plane bound for Grenoble. At the back of the plane, a space is set aside for the stretchers carrying the injured.

11:05am: Take-off for Grenoble! It's a 1-hour-20-minute flight. The mood on board is friendly. The Redion teams give us the final instructions before arriving in Grenoble.

12:30pm : Arrival in Grenoble. Luckily, the weather is pleasant. We all have to get off the plane, and it's the ambulances that greet us. One by one, they pull up to the plane's doors and help board the injured, who come on board in a precise order. Children and adults alike, all the injured Belgian holidaymakers are helped one by one by Redion's doctors and nurses to get on board. The coordination of the event is very smooth, everything seems to flow naturally. The injuries are mainly broken legs and arms, and there will be one child on a stretcher. In total, 29 injured people and their families are repatriated.

1:30pm: Return to Brussels. During the flight, the journalists hurry to interview Redion staff and the injured passengers who agreed to be filmed. Meanwhile, I help hand out small gifts to the repatriated passengers: chocolates, soft toys for the children, newspapers... And a snack handed out by the flight attendants, who seem to enjoy being part of this event. The injured passengers are all friendly, especially the children, who seem proud to be on the Snow Plane!

3pm : Arrival in Brussels. I'm the first off the plane to stick the 'Welcome Home' sticker on the plane's door. While waiting for the door to open, I have time to chat with one of the flight attendants. She tells me: “Anyway, well done on organising this repatriation. Everything went really smoothly. You can tell you love taking care of your customers!” That's always nice to hear! As in Grenoble, several ambulances are waiting on the airport tarmac. After 30 minutes, all the injured passengers have been taken to hospitals or back home. The press take their final photos and interviews.”

Nicolas: “7:30am: The day started at full speed. Final team briefing and loading of equipment before heading to the airport. Shortly after landing in Grenoble, we welcomed the passengers arriving by ambulance, one after another. This parade of ambulances was quite impressive. Everything was perfectly orchestrated so that patients were welcomed in the best possible conditions. The treatment given to the biggest football stars isn't all that different from the one given to passengers on Redion's Snow Plane. In fact, you could count me among those paparazzi ready to capture the best of medical assistance combined with the joy of a passenger happy to be heading home.”

A successful day!

Céline: “The Redion team returns to Auderghem to celebrate together this day, which went really well. For my part, I'm delighted to have taken part in this event as an intern! Through this event, I saw just how important the human side of things is for Redion. From start to finish, and down to the smallest detail, the customer is at the heart of everything. The teams worked tirelessly to make sure the repatriation went smoothly and in good spirits! Well done!

Nicolas: "If there's just one thing I'll remember from that day, it's all those smiles. I can still picture that lady who, despite her broken leg, completely forgot the pain to greet, with a big smile, the medical staff, the companions and the journalists present on the airport tarmac. The skiing injury, which had probably ruined part of her holiday week, was already ancient history. I think that will stay with me, and it's probably that little story that makes me proud to work for a company that offers this kind of service and helps people who sometimes find themselves in difficult situations."

To find out more about the Carnival holiday figures, click here.