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Special assistance services
3.22 A crucial aspect of service quality relates to those passengers who require
special assistance services, including disabled and less mobile passengers.
Last updated: 25 February 2025
It would have been
desirable for engagement with the broad spectrum of current and future consumers to
take place in parallel with this otherwise comprehensive process.
3.16 In response to passenger feedback and an August 2017 critical CAA report, HAL has
undertaken efforts to improve accessibility and assistance for PRMs, some announced
in December 2017.
Last updated: 22 October 2021
These facilities are those that are referred to as other regulated services:
• Check-in desks
• Baggage systems
• Services for passengers with reduced mobility (PRM)
• Staff car parking
• Staff ID cards
• Fixed electrical ground power (FEGP)
• Pre-conditioned air
• Airside licences
• Waste, recycling and refuse collection
• Taxi feeder park
• Heating and utility services (including electricity, gas, water and sewerage)
• Facilities for bus and coach operators
• Common IT infrastructure
• Heathrow's contribution to the funding of the Airline Operators Committee (AOC).
Last updated: 06 June 2018
flights 20
4.2 Positioning flights 21
4.3 Other Rebates 21
5.0 Price Commitments 21
6.0 Service Standards Commitment 21
7.0 Continuity of Service Plan, Operational and Financial Resilience Commitment 22
8.0 Investment and Consultation Commitment 23
9.0 Financial Information Commitment 23
10.0 Contacts 23
10.1 General 23
10.2 Airport Charges and specified pricing 24
10.3 General operational 24
10.4 Passengers with Reduced Mobility (PRM) 24
10.5 Data delivery 25
10.6 AOC 25
10.7 Passenger feedback 25
Schedule 1: Schedule of Charges effective from 1
st
April 2013 26
Appendix I: Gatwick: Schedule of airport charges effective from 1st April 2013 26
Appendix II: Utilities charges 27
Conditions of Use Gatwick Airport Ltd
5
Appendix III: Bus and Coach charges 27
Appendix IV: PRM charges 27
Appendix V: Check in and baggage charges 27
Appendix VI: Staff Car Parking, Airside Operators Licence and Staff ID charges 28
Last updated: 02 November 2021
This reflects HAL’s strong historic performance,
the lower passenger numbers expected in early H7 and the asset related opex
that CAA has allowed, though Arcadis also acknowledged that performance in
Terminal 3 was close to the current target in 2017-2019; and
▪ PRS/PRM satisfaction, for which Arcadis considered there is scope for some
further stretch, though it also recognised that recent performance will have
been affected by lower passenger volumes and suggested that the optimal
plan target could be viewed as a baseline.
Last updated: 19 November 2021
Fixed Electrical Ground Power
Pre-conditioned air
Water and sewerage
Low temperature hot water
Chilled water
2.3 Passenger-related services:
Surface access
Taxi facilities
High-speed rail services and facilities
Bus station facilities
Forecourt set down facilities
Security
VIP services
Electronic Passport Gates
Passengers with Reduced Mobility Services
Non-aeronautical services
2.4 Airline-facing:
Information Technology Services
Telecommunications Services
Utilities
Baggage
Check-in desks and Common use self-service (CUSS)
Staff identity cards and vehicle apron passes
Staff car parking
Civil Aviation Authority 5
2.5 Passenger-facing:
Flight Schedule Information Services
Car parking
2.6 Other (property)
Industrial and commercial rental property
Airside licences
Airport waste services
Electricity
Gas
Domestic hot water
Cleaning
Services provided
Last updated: 03 November 2021
This contributes to the following OBR measures; cleanliness, wayfinding,
overall satisfaction, customer effort (ease), enjoy my time at the airport, airport that
meets my needs, helpfulness/attitude of airport staff, immigration queue times and
passengers with reduced mobility – overall satisfaction..
3.9.6 We provide a more detailed item by item summary of the objectives and benefits
delivered by each Category in the Efficient Airport Programme in the H7 Efficient
Airport Programme Appendix included as part of this submission.
Last updated: 11 April 2022
Frontier Economics
observe that airport operating cost elasticities (for a mix of fixed and variable costs) normally lie in the range 0.5 to
0.7, thus as assumption of 0.4 for a 50% variable cost does not appear unreasonable.5
Concerning operational costs, we have also noted a potential overlap between the cost associated with provision of
services for passengers with reduced mobility (PRM) and passengers requiring support (PRS).
Last updated: 30 June 2022
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Last updated: 01 November 2021
flights 20
4.2 Positioning flights 21
4.3 Other Rebates 21
5.0 Price Commitments 21
6.0 Service Standards Commitment 21
7.0 Continuity of Service Plan, Operational and Financial Resilence Commitment 22
8.0 Investment and Consultation Commitment 23
9.0 Financial Information Commitment 23
10.0 Contacts 23
10.1 General 23
10.2 Airport Charges and specified pricing 24
10.3 General operational 24
10.4 Passengers with Reduced Mobility (PRM) 24
10.5 Data delivery 25
10.6 AOC 25
10.7 Passenger feedback 25
Schedule 1: Schedule of Charges effective from 1
st
April 2013 26
Appendix I: Gatwick: Schedule of airport charges effective from 1st April 2013 26
Appendix II: Utilities charges 27
Conditions of Use Gatwick Airport Ltd
5
Appendix III: Bus and Coach charges 27
Appendix IV: PRM charges 27
Appendix V: Check in and baggage charges 27
Appendix VI: Staff Car Parking, Airside Operators Licence and Staff ID charges 28
Last updated: 02 November 2021
