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812)
Base: All those who have a disability and find accessing/using airports difficult and/or find flying
difficult (n=536)
33%
28%
18% 19%
3%
I’m fully aware of the
special assistance that
is available and how it
applies to me
I’m aware that special
assistance is available,
but not in detail
I’ve heard that special
assistance is available
but know nothing
about it
I was not aware
special assistance was
available when
travelling by air
Don't know
Awareness of special assistance when travelling by air
All those who have a disability and find accessing/using airports difficult and/or find flying difficult
NET: Aware
78%
Four in five of those disabled passengers
who find accessing/using airports and/or
flying difficult have some level of awareness
of special assistance when travelling by air
(78 per cent).
Last updated: 21 December 2018
Wave 3 Tracker Survey
HF briefed the Panel on the results of the third wave of the CAA’s consumer tracker survey,
particularly focussing on complaint handling, disruption, the experience, and awareness, of
disabled passengers and those with reduced mobility of the use of special assistance at
airports, and consumer response to punctuality and cancelation.
Last updated: 09 June 2022
Businesses that
are likely to be interested in this document include:
CAP 1143 Part one – our approach:
January 2014 Page 7
�� providers of air transport services (i.e. airlines);
�� civil airports in the UK (i.e. airport operators) and businesses that
provide services at those airports (e.g. baggage handlers, assistance
providers);
�� businesses providing services and facilities elsewhere in the UK that
are used, or are likely to be used in connection with air transport
services to or from a civil airport in the UK (e.g. travel agents, flight
comparison websites); and
�� trade bodies representing the businesses listed above.
4.
Last updated: 16 January 2014
Whilst discussions
are ongoing, there have been recent, positive steps.
4.1.4 In relation to waiting time performance of special assistance services, the ACC and GAL are still
not agreed on a new CSS metric based on arrival targets.
Last updated: 23 October 2024
We ask the CAA to reach the conclusion that its own analysis implies.
5.4 The proposed MTI incentive on PRM satisfaction is duplicative and should not
proceed
The CAA proposes to apply a financial incentive within the MTI scheme to HAL's PRM assistance
satisfaction measure.
Last updated: 05 June 2026
catid=80&pagetype=88&pageid=3&sglid=3
CAP 1291 Chapter 2: Scope of the ACRs
April 2015 Page 11
2.6 The ACRs specifically exclude the following items from the definition of airport
charges:
penalties paid under noise control schemes;
penalties under schemes established by managers of aerodromes;
charges for airport installations necessary for groundhandling;
charges for chargeable air traffic services;
charges for services to passengers with reduced mobility; and
charges for en route and terminal air traffic services under the European
common charging scheme.
Last updated: 29 April 2015
The remainder are
divided between police, rail (Heathrow Express), cleaning (mainly outsourced), costs
associated with Passengers with Reduced Mobility (PRM), and intragroup costs.
Last updated: 13 June 2017
catid=80&pagetype=88&pageid=3&sglid=3
CAP 1343 Chapter 2: Scope of the ACRs
October 2015 Page 11
2.6 The ACRs specifically exclude the following items from the definition of airport
charges:
penalties paid under noise control schemes;
penalties under schemes established by managers of aerodromes;
charges for airport installations necessary for groundhandling;
charges for chargeable air traffic services;
charges for services to passengers with reduced mobility; and
charges for en route and terminal air traffic services under the European
common charging scheme.
Last updated: 28 October 2015
Base: All those who have a disability and find accessing/using airports difficult and/or find flying
difficult (n=536)
33%
28%
18% 19%
3%
I’m fully aware of the
special assistance that
is available and how it
applies to me
I’m aware that special
assistance is available,
but not in detail
I’ve heard that special
assistance is available
but know nothing
about it
I was not aware
special assistance was
available when
travelling by air
Don't know
Awareness of special assistance when travelling by air
All those who have a disability and find accessing/using airports difficult and/or find flying difficult
NET: Aware
78%
Four in five of those disabled passengers
who find accessing/using airports and/or
flying difficult have some level of awareness
of special assistance when travelling by air
(78 per cent).
Last updated: 18 October 2021
“At Gatwick it wasn’t very good because you had to go and get a lift and then go on to a next
floor before you got [to the special assistance desk” (PRM, London)
“When you get to the airport you go to the departure lounge, you check in and then you go
through passport control, so there’s no assistance there.
Last updated: 18 June 2015
