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24 July 17 CCB 003 Minutes (PDF)

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

CAP3061 (PDF)

In particular, we will continue to work with the CAA on further improvements to airport and airline accessibility and special assistance performance.

Last updated: 19 November 2024

CAP3012 Airport Consultative Committee (PDF)

Special Assistance GAL have proposed a penalty based on the achievement of ECAC arrivals targets; discussions are still ongoing to agree the minimum level of airline pre-notifications needed to be achieved.

Last updated: 23 October 2024

CP Minutes 2018 02 09 Final (PDF)

• Secretariat to update Panel on the following CAA activities on a six monthly basis: professionalisation of aviation security, new Heathrow runway and associated Consumer Panel Challenging, Influencing, Independent economic regulatory framework, implementation of the Package Travel Directive and proportionate enforcement strategy, airport and airline special assistance meeting the needs of people with hidden disabilities, consumer strategy, and new ATOL enforcement strategy (areas of competition and consumer law, and airport service quality to potentially be included following discussion with CAA Groups)

Last updated: 09 June 2022

EE YA H8 Opex And Commercial Revenues Report For Ips REDACTED (PDF)

For PRM/PRS services, we accept HAL’s view that the share of passengers requiring assistance is likely to continue rising over H8, reflecting demographic trends and observed historical growth.

Last updated: 30 March 2026

London Heathrow Accessibility Assessment (PDF)

In 2016, we published guidance on providing assistance to passengers with hidden disabilities (CAP14111) which strongly recommended airports provide an ‘assistance’ security lane.

Last updated: 07 August 2024

Issues Facing Passengers During the Snow Disruption Produced by SHM for CAA 2011 (PDF)

In particular, the CAA wished to consider the following aspects of the passenger experience during the disrupted period:  How well passengers feel that they were kept informed about the disruption, both before travelling to the airport and at the airport itself  Any difficulties that passengers faced in travelling to/from the airport  The availability/visibility of airline staff and airport staff at the airport  Whether people were told about their right to assistance by airlines  The quality of any such assistance provided by the airlines (or airport)  The ease, or otherwise, of rebooking/making alternative travel arrangements  Any specific problems faced by disabled or reduced mobility passengers 5 The CAA also wished to understand the expectations of passengers in times of such disruption and what they feel are the priority areas for improving the passenger experience in such circumstances.

Last updated: 18 October 2021

CAP1923 (PDF)

Consumer • How will consumer protection (i.e. delays/cancellations, baggage problems, complaints, passengers requiring special assistance) be considered as part of Future Air Mobility operations?

Last updated: 18 May 2020

CAP2524F (PDF)

We agree with HAL that we should take appropriate account of any broader legal (for example PRM standards) or regulatory service standards (such as the new OBR quality standards). 22.

Last updated: 08 March 2023

CAP2524C (PDF)

This was in addition to the costs of the Special Assistance service for disabled and less mobile passengers, which is fully funded within the opex category “Operational costs excluding insurance”.4 We have not included this additional cost overlay in our final decision for the same reasons we excluded these costs from the allowance used in the Final Proposals5 and remain of the view that HAL has not properly justified the need for additional opex for this wider group of passengers. 4.31 Separately we made a small downward reduction to HAL’s “resilience” overlay.