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Key features of the
proposal include:
a revised price cap for the extension period: Consumer Prices Index (CPI) -
1% for the first two years, followed by CPI + 0% for the final two years;
a review of service quality metrics and targets was already scheduled, though
GAL has now identified two new measures that it will put forward for
consideration: a new metric on air traffic control performance at Gatwick, and
financial incentives for the Special Assistance passenger satisfaction measure
(which is monitored at present but without financial incentives); and
the investment commitment is unchanged at an average of at least £120
million per year, though the average will now be assessed over the ten years
from 2019/20 to 2028/29.
4.
Last updated: 07 June 2023
In
particular, it was considered that the CAA would benefit from more information on the
composition of passengers travelling with a disability or reduced mobility, and on how better
to provide consumers with delay and performance data.
Last updated: 09 June 2022
There was in place a staff volunteer programme to offer assistance at the airport
and a series of open days for a wide range of business partners were being hosted to
raise awareness of the Games’ preparations.
Last updated: 19 November 2021
PRM (Passenger Assistance Service - overall satisfaction)
4.56.
Last updated: 05 June 2026
RP2 Airline Community – Special Interests Paper
Final- Dec 2013
Introduction
The Co-Chairs Customer Consultation Working Group report for RP2 provided CAA
with a summary of the respective positions of NATS/NERL and the Airline
Community.
Last updated: 18 November 2021
Through that review, Gatwick is minded to reintroduce a CSS metric around
avoidable Air Traffic Control performance as well as add financial consequences to
failing Passenger with Reduced Mobility service metrics.
Last updated: 07 June 2023
As a minimum this should include:
• Recommended arrival times at their departure airport
• Tips and preparation for travel such as the air travel checklist
• How and when to request special assistance, aligned with the CAA
guidance
• Who and how to contact you if things go wrong
• Their rights if their flight is cancelled or delayed, in particular:
o covering re-routing to their destination at the earliest opportunity;
o care and assistance; and
o refunds, compensations and reimbursements
• What to do if baggage is lost, damaged or delayed
We recognise that you will provide much of this information to passengers in
advance of travel already, but we are asking you to review the information
you provide to make sure it covers this information as a minimum.
Last updated: 14 July 2022
The needs of
PRS/PRM are therefore expected to become an
increasing priority for HAL and would be expected to
be a key consideration within the Business Plan.
Last updated: 30 March 2026
Ref Date Time Location
CCB-008 18/12/17 12.00-15.00 Deutsche Lufthansa AG, Heathrow Boulevard 2
284 Bath Road West Drayton UB7 ODQ
1 of 4
CONSUMER CHALLENGE BOARD (CCB)
MONDAY 18 DECEMBER 2017
12.00 – 15.00 AT DEUTSCHE LUFTHANSA
Minutes
Present Apologies Guests
▪ Jeff Halliwell (JH) - Chair
▪ Trisha McAuley (TM)
▪ Claire Whyley (CW)
▪ Isabel Liu (IL)
▪ Amy Breckell (AB) -
Secretariat
▪ Jayne Scott (JS)
▪ David Holden (DH)
N/A
Summary of Open Board Meeting Actions
Action ID Origin Status Date
Identified
Owner Action
CCB_A014 Board
Meeting
001 In
Progress
14-Jun CW Talk to CAA Consumer Panel about
engagement with persons with reduced
mobility (PRM)
CCB_A025 Board
Meeting
002 In
Progress
10-Jul JH Seek engagement the CAA Board
CCB_A033 Board
Meeting
004
In
Progress
07-Aug JH Engage HAL on surface access
CCB_A034 Board
Meeting
004
New 07-Aug AB Organise a session with HAL on
constructive engagement
Last updated: 22 October 2021
The Panel questioned whether there was data available to show what percentage of
PRMs seek assistance.
Last updated: 09 June 2022
