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Many do not know who is entitled to special assistance when they fly.
Last updated: 28 December 2016
Data type Description of the data
When data was
collected
Questionnaire
response
Information on:
airport structure,
October 2023 with
further information
4
charging,
airport assistance,
designated points,
seating,
training,
quality standards,
hidden disabilities,
personal mobility equipment,
complaints handling,
airport infrastructure
provided in
November 2023
Questionnaire
response
Survey of assistance service users Information held by
CAA
Questionnaire
response
Physical and hidden disability training October 2023 with
further information
provided in
November 2023
and February 2025
Questionnaire
response
Protocol for assistance dogs October 2023
Questionnaire
response
Disability awareness training October 2023 with
further information
provided in
November 2023
and February 2025
Questionnaire
response
Assisted travel complaints and queries October 2023
Online Cornwall
Last updated: 25 June 2025
This includes those with hidden
disabilities as well as Passengers with Reduced Mobility (PRMs), and other groups of
consumers that struggle to access or obtain a satisfactory level of service at the
airport.
Last updated: 22 October 2021
Moreover, airports are to provide assistance to disabled passengers and
passengers with reduced mobility in accordance with Regulation 1107/2006
9
.
Last updated: 05 November 2021
Base: All PRM who need assistance flying (350) | Q10.
Last updated: 28 December 2016
▪ Half of PRM (51%) are at least generally aware about the special assistance available, and this increases to three-quarters (75%) of
those that have flown in the past 12 months.
Last updated: 15 December 2017
flights 20
4.2 Positioning flights 20
4.3 Other Rebates 20
5.0 Price Commitments 21
6.0 Service Standards Commitment 21
7.0 Continuity of Service Plan, Operational and Financial Resilience Commitment 21
8.0 Investment and Consultation Commitment 22
9.0 Financial Information Commitment 22
10.0 Contacts 23
10.1 General 23
10.2 Airport Charges and specified pricing 23
10.3 General operational 23
10.4 Passengers with Reduced Mobility (PRM) 24
10.5 Data delivery 24
10.6 AOC 24
10.7 Passenger feedback 24
Schedule 1: Schedule of Charges effective from 1
st
April 2014 25
Appendix I: Gatwick: Schedule of airport charges effective from 1st April 2013 25
Appendix II: Utilities charges 26
Appendix III: Bus and Coach charges 26
Conditions of Use 2014/15 (Final) Gatwick Airport Ltd
5
Appendix IV: PRM charges 26
Appendix V: Check in and baggage charges 26
Appendix VI: Staff Car Parking, Airside Operators Licence and
Last updated: 02 November 2021
If you are not satisfied with the response from your airline or airport.
Following a review of our complaint handling activities the Passenger Advice and Complaints Team (PACT) will only handle complaints related to: UK261 for delayed and cancelled flights, downgrade and denied boarding, UK1107 about assistance for disabled and reduced mobility passengers, and The Montreal Convention for cases of lost, delayed or damaged baggage.
Last updated: 03 August 2026
Under
European law, passengers with a disability or
reduced mobility are legally entitled to receive
‘special assistance’ at airports and on-board
aircraft, to allow them to complete their journeys
with the minimum of fuss and inconvenience.
Last updated: 22 February 2017
The provisions of this Regulation shall apply to disabled persons and persons with reduced mobility,
using or intending to use commercial passenger air services on departure from, on transit through, or
on arrival at an airport, when the airport is situated in the [United Kingdom]1
Last updated: 25 February 2022
