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828)
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
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
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
“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
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
• PRM who have received assistance are very satisfied with this
Last updated: 18 June 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
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
