First, let me say that whenever these cases you referred to happen, it is as bad for us as it is for those people who are exposed to this. So we sincerely apologize to them, but we equally always look at our internal process to try to understand what went wrong, because we are an organization that wants to deliver a good service. This works in the vast majority of the cases, but every case that goes wrong is one too many. We know that, and we always use this as an opportunity to improve.
Out of 1,000 mobility aids that we transport, 999 will make it safely and undamaged to their destination. That's good. By the way, that's better than we perform on normal bags, which already shows that we put much more attention on this. However, the one is also one too many, so we are going to be working through what we can do to improve this.
There are a couple of things we can do. We are about to introduce a process whereby we get positive confirmation that we can deliver to the guest that the mobility aid is on board. That's a process we're going to introduce very soon.
We also will make sure that every single mobility aid is properly wrapped. We do this on part of our network, but we will roll this out to the entire network. We have seen cases where a wheel was bent after transportation, and this creates a problem, so that's certainly another problem.
We also know that we need to be clearer within our own regulations but also towards our guests around the size and weight of the mobility aid, because some of them are pretty big and create quite a challenge to take on board.