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We show that costs for Passengers with Reduced Mobility (PRM) and
cleaning, the latest competitively tendered contracts have not achieved the savings
assumed by the CAA.
Last updated: 05 June 2026
Passenger experience and fairness
Aer Lingus welcomes the CAA’s focus on fairness and inclusivity within the passenger experience,
including support for passengers with reduced mobility and those requiring additional assistance.
Last updated: 05 June 2026
For example, a passenger with reduced mobility may be required
CAP 1420 Chapter 4: Optimising performance
June 2016 Page 19
to wait at a gate because an airline has not informed the airport in time
that they need assistance.
Last updated: 22 June 2016
(Luton users, frequent flyers)
“If there’s a delay will my special assistance still be there?
Last updated: 22 November 2016
Which of the following organisations, if any, do you believe you would need to inform to ensure
that the special assistance you require is received?
Last updated: 04 May 2020
Special
Assistance charges are levied on each of an Operator's departing passengers.
Last updated: 14 July 2022
The Attention All Users Page will
address ILS PRM, LDA PRM, RNAV PRM, or GLS
PRM approaches as applicable.
Last updated: 17 November 2021
Aircraft operators are required to carry up to two pieces of
mobility equipment per PRM, subject to advance warning of 48 hours and to possible
limitations of space on board the aircraft, and subject to the application of relevant legislation
concerning dangerous goods.
1.6 Articles 7, 8 and 9 of the PRM Regulation establish that it is the airport operator which has the
responsibility for providing assistance to ensure that any electric mobility aid belonging to a
PRM is safe for carriage.
Last updated: 23 March 2012
A58 The scope of ground handling services and activities in Chapter 11 is listed
below:
a) passenger handling, including passengers with reduced mobility,
covering the safety of passengers during ground transportation, boarding
and disembarkation;
OFFICIAL - Public.
Last updated: 27 October 2025
Rate
9 bags in a
1000
Measure
not
included
7-9 bags in
a 1000
Basic
Comforts
Timely Delivery from
Departures Baggage system
Target will be set in Q2 2022 once baseline
can be established
Basic
Comforts
An Airport that meets my
needs
Target will be set in Q2 2022 once baseline
has been established
-
Basic
Comforts
Number of passenger
injuries per 1,000,000
passengers (excl. ill health)
5.6 4.5 4.5
Basic
Comforts
Feeling safe and secure
97.5% of
passengers
agreeing
97.5% of
passengers
agreeing
95.5% of
passengers
agreeing
14
Consumer
Outcome
Measure 2019 Actual
CAA
proposed
H7 target
H7 target
Basic
Comforts
Understanding Covid-19
information
Target will be set in Q3 2022 once baseline
has been established
Enjoyable
and
Connected
Enjoy my time at the airport
Target will be set in Q1 2022 once baseline
has been established
Cared for
Helpfulness / Attitude of
Airport Staff
4.35 - 4.36
Cared for
Passengers
Last updated: 11 April 2022
