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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
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
However, this may not necessarily hold in certain areas,
which the Consumer Panel asked the CAA to consider further (for
April 2013 Page 41
CAP 1030 Chapter 2: Statutory, Market and User Context
example, passenger welfare in times of disruption).
2.48 In terms of the CAA’s review of research, the Consumer Panel agreed
that there is evidence to suggest that, on average, current service
quality is generally satisfactory, but the Consumer Panel encouraged
the CAA to consider the possibly varying needs of different passenger
sub-groups (for example, passengers with reduced mobility (PRMs)).
2.49 The Consumer Panel supported monitoring service quality within a
price monitoring regime, if this was considered appropriate for an
airport operator with less market power than HAL or GAL.
Last updated: 01 April 2013
Ref Date Time Location
CCB-009 08/01/18 13.00-15.00 CAA House 45-59 Kingsway London WC2B 6TE
1 of 3
CONSUMER CHALLENGE BOARD (CCB)
MONDAY 8 JANUARY 2018
13.00 – 15.00 AT CAA HOUSE
Minutes
Present Apologies Guests
▪ Jeff Halliwell (JH) - Chair
▪ Trisha McAuley (TM)
▪ Claire Whyley (CW)
▪ Isabel Liu (IL)
▪ Jayne Scott (JS)
▪ David Holden (DH)
▪ Amy Breckell (AB) -
Secretariat
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
CCB_A035 Board
Meeting
004
In
Progress
07-Aug CCB
Last updated: 22 October 2021
This is since the service provided by Heathrow is clearly delivered only in specific
and measurable areas, such as the baggage system, security screening, services for
Passengers with Reduced Mobility (“PRM”), provision of boarding gate, check-in
and passenger mobility infrastructure amongst others; it is the output of these that
is ultimately important to consumers rather than the specific inputs to these areas
3.4.
Last updated: 02 September 2022
A37 In the final guidance below, we have also made changes to provide further clarity
on two important matters:
special assistance and PRMs: as discussed during Round 1 of
Constructive Engagement, HAL should consider how special assistance for
passengers is reflected in the MTI scheme; and
in response to the NATS Independent Review recommendations,2 we have
said that HAL should consider whether a consumer resilience plan to deal
with major disruptions could be introduced.
1 See CAP3044, chapter 4, para 4.15.
2 See CAP2993 Independent Review of NATS (En Route) Plc’s Flight Planning System Failure on 28
August 2023 Final report, Chapter 3, para 3.23.
Last updated: 27 March 2025
The
airport respondent suggested that the CAA may want to consider adding to the
‘Very Good’ criteria that airlines include links to airports’ special assistance
pages for consumers to read more about the assistance available.
Last updated: 07 August 2024
This research project was commissioned to fill the organisational knowledge gap and
support Heathrow to develop and improve their accessibility strategy.
Last updated: 02 September 2022
EASA will be actively collecting performance data on the
effectiveness of the provisions with the assistance of National Authorities.
Last updated: 03 March 2014
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 In
Progress
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 In
Progress
24-Jul JH Seek engagement with consumer
advisory bodies.
Last updated: 22 October 2021
