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CAA H7 230 Annex 1 Frontier Economics Economic Regulation Of Terminal Expansion December 2018 (PDF)

This can lead to inefficiencies and unintended consequences around these boundaries, for example responsibilities for security, and special assistance for passengers of reduced mobility.

Last updated: 04 November 2021

51. Frontier Economics, H7 Final Proposals On Outcomes Based Regulation, July 2022 (PDF)

Availability of lifts, escalators and travelators Financial Passengers Availability of check-in infrastructure Financial Passengers Availability of arrivals baggage carousels Financial Passengers Availability of T5 track transit system (TTS) Financial Airline assets Availability of stands Financial Airline assets Availability of jetties Financial Airline assets Availability of fixed electrical ground power Financial Airline assets Availability of stand entry guidance Financial Airline assets Availability of pre-conditioned air Financial Airline assets Pier-served stand usage Financial Airline assets Hygiene safety testing Financial Airline assets Runway operational resilience Financial Airline assets Reputational incentives Overall satisfaction Reputational Passengers Customer effort (ease) Reputational Passengers Enjoy my time at the airport Reputational Passengers Feel safe and secure Reputational Passengers Ease of access to the airport Reputational Passengers

Last updated: 02 September 2022

PUBLIC Gatwick Response To CAA Final Proposals 4 Nov 13 (PDF)

flights 20 4.2 Positioning flights 21 4.3 Other Rebates 21 5.0 Price Commitments 21 6.0 Service Standards Commitment 21 7.0 Continuity of Service Plan, Operational and Financial Resilience Commitment 22 8.0 Investment and Consultation Commitment 23 9.0 Financial Information Commitment 23 10.0 Contacts 23 10.1 General 23 10.2 Airport Charges and specified pricing 24 10.3 General operational 24 10.4 Passengers with Reduced Mobility (PRM) 24 10.5 Data delivery 25 10.6 AOC 25 10.7 Passenger feedback 25 Schedule 1: Schedule of Charges effective from 1 st April 20132014 26 Appendix I: Gatwick: Schedule of airport charges effective from 1st April 2013 26 Appendix II: Utilities charges 27 Conditions of Use Gatwick Airport Ltd 5 Appendix III: Bus and Coach charges 27 Appendix IV: PRM charges 27 Appendix V: Check in and baggage charges 27 Appendix VI: Staff Car Parking, Airside Operators Licence and Staff ID charges

Last updated: 02 November 2021

CAP3148 (PDF)

They can also experience heightened distress at the point of disruption as information regarding any planned special assistance can be lacking, leaving them exposed.

Last updated: 24 July 2025

CAP3184 (PDF)

Consumer Protection & Accessibility: Do you support the proposed funding increase to expand the CAA’s Consumer Protection programme, including enforcement, accessibility, and ADR oversight?

Last updated: 12 November 2025

CAP2265D (PDF)

Outcome based regulation October 2021 Page 43 Type of measure / incentive Measure Outcome Notes Survey-based measures with reputational incentives Overall satisfaction New overarching measure Customer effort (ease) New overarching measure Enjoy my time at the airport Enjoyable experience New measure Airport that meets my needs Comfortable and secure New measure, which includes previous SQRB measures on flight information display screens and departure lounge seat availability (both of which had financial incentives) Feel safe and secure Comfortable and secure New measure Ease of access to the airport Can get to and from the airport New measure Helpfulness/attitude of airport staff Cared for and supported New measure Being able to social distance if I want to Comfortable and secure New measure Ease of understanding Heathrow’s Covid-19 safety information Comfortable and secure New measure Passengers

Last updated: 19 October 2021

28 Sept 17 CCB 005 Minutes FINAL (PDF)

CCB_A014 Board Meeting 001 In Progress 14-Jun CW Talk to CAA Consumer Panel about engagement with persons with reduced mobility (PRM) CCB_A022 Board Meeting 002 Closed 10-Jul JH Seek engagement with a low cost carrier CCB_A023 Board Meeting 002 In Progress 10-Jul JH Seek engagement with Border Force CCB_A024 Board Meeting 002 In Progress 10-Jul JH Seek engagement with a non-UK airline that has experience operating out of another hub airport CCB_A025 Board Meeting 002 In Progress 10-Jul JH Seek engagement the CAA Board CCB_A028 Board Meeting 003 Closed 24-Jul JH Seek engagement with consumer advisory bodies.

Last updated: 22 October 2021

CAP2575C (PDF)

▪ To build our evidence base and increase transparency around airlines’ compliance with relevant accessibility requirements and guidelines and to drive improvements for consumers where needed; and ▪ To raise awareness and understanding of the different accessibility needs of consumers who book flights and request special assistance, informed by direct consumer feedback.

Last updated: 25 August 2023

CAP1621 (PDF)

We are particularly keen for the CAA to explore the data further in relation to passengers with a disability or reduced mobility given the significant growth in this group2 and in particular to better understand why many passengers do not request the special assistance that could have been available to them.

Last updated: 12 December 2017

CAP216909 (PDF)

The Panel commended the CAA’s high profile reporting of the extent to which airports were complying with Passenger Reduced Mobility (PRM) requirements.

Last updated: 18 June 2021