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• PRM who have received assistance are very satisfied with this
Last updated: 18 June 2015
1390 Appendix B
February 2019 Page 10
EU Regulation 1107 / 2006
Complaint type
Number of
complaints
Refusal to accept a reservation
Refusal to embark a passenger with a reservation
Pre-notification not recorded / transmitted
Staff attitude and behaviour
Information concerning a flight
Transport of mobility equipment
Seating
Seating of accompanying persons in a seat next to the PRM
Assistance dogs
Moving to the onboard toilet
Damaged and lost mobility equipment
Other
Total
Other
Complaint type
Number of
complaints
Medical issues
Missed connections
Tickets & fares
In-flight facilities and services
Delayed / damaged / lost / stolen baggage
Cabin baggage
Safety
Booking problems
CAP 1390 Appendix B
February 2019 Page 11
Complaint process
Schedule changes
Other
Total
CAP 1390 Appendix B
February 2019 Page 12
3.
Last updated: 06 February 2019
Impact on group members with particular characteristics
1.16 People may want to sit together for a wide variety of reasons, one of which may
be that they are travelling with a companion who they are assisting or who needs
to provide assistance for them.
Last updated: 26 October 2018
‘Information should be presented in a clear and easy to understand way and
accessible for passengers with disabilities6 and reduced mobility
passengers [using language that is easy for all passengers to understand].
Last updated: 07 August 2024
• The support of the leadership of the VIRG participating companies.
7.2 They wish to also acknowledge the expert input and advice of the following
presenters to the VIRG:
• ACL: Peter Robinson
• American Airlines: Tobin Miller
• BA: Neil Cottrell
• DfT: Ian Elston, Nishan Shah
• EuroControl: Joe Sultana, Kazan Bucuroiu, Yves de Wandeler, David Marsh
• FAA: Greg Byus, Tom Nielson, Jim Linney
• GAL: Neil Harvey, Liz Townsend, Goran Jovanovic
• HAL: Alison Bates
• MAG: Louis Chemont, Andy Wright
• NATS: Wendy Howard-Allen
7.3 The VIRG team wishes to thank Glen Smith and Chris Barnes of Trax International
for their assistance in compiling this final report.
7.4 The chairman wishes to thank the VIRG members for their enthusiastic participation,
spirit of openness and robust debate.
Last updated: 19 October 2021
In order to avoid very large increases in NERL’s charges in 2022
and 2023, we have are making special arrangements for 2020 to 2022 to deal
with the very low traffic levels.
Last updated: 28 June 2022
easyJet is unable to robustly analyse the proposals on the data provided
3.1.4 GAL has not provided easyJet with the specific information required to conduct a detailed and
thorough analysis of GAL’s proposal for the price cap.
3.1.5 For example, [REDACTED].
3.1.6 GAL stated that [REDACTED]. easyJet recognises that GAL is not subject to RAB based price
review, yet it is required to produce a yearly shadow RAB to the CAA.
3.1.7 In light of this, easyJet cannot meaningfully engage with GAL’s Proposals without assistance from
the CAA.
Last updated: 11 August 2023
Airlines already benefit from service rebates or gain share arrangements for the two
largest services by revenue (baggage and the PRM service), where, within existing
contracts with third parties, service mechanisms exist.
Last updated: 20 September 2023
How does HAL develop the criteria used to assess bids for the
delivery of special assistance services to PRMs?
Last updated: 22 October 2021
