Search results
828
results
(showing
251
to
260
of
828)
Of those who say they did require
special assistance, three in five (60%)
say they required it for themselves,
while 43% required it for someone in
their party.
Last updated: 22 August 2019
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: 18 August 2026
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
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
▪ 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
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
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
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
CCB_A014 Board
Meeting
001 New 14-Jun CW Talk to CAA Consumer Panel about
engagement with persons with reduced
mobility (PRM)
CCB_A022 Board
Meeting
002 In
Progress
10-Jul JH Seek engagement with a low cost
carrier
CCB_A023 Board
Meeting
002 New 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 New 24-Jul JH Seek engagement with Citizens Advice.
Last updated: 22 October 2021
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
