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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
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
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
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
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
• 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
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
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
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.
Last updated: 08 March 2023
33 (33) (100%)
Heathrow (SP) Limited – Regulatory Accounts 9 months ended 31 December 2014 Page 7
- Catering 26 (26) (100%)
- Other retail revenue 62 (62) (100%)
Retail - 286 (286) (100%)
Car Parking 67 (67) (100%)
Retail expenditure 19 (19) (100%)
Net retail income - 334 (372) (100%)
Terminal passengers 55 (55) (100%)
Net retail income per passenger £0.00 £6.02 (6) (100%)
*CAA forecast has been uplifted from 11/12 prices based upon indexation included in section 11
[Text to be provided by HAL]
Other Regulated Charges Revenue
[Text to be provided by HAL]
£m Actual CAA Forecast Variance %
Baggage/check-in 98 (98) (100%)
Fixed electrical ground power 8 (8) (100%)
Utilities 39 (39) (100%)
PRM
Last updated: 03 November 2021
