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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
As noted above, Heathrow does offer discounted charges for
transfer passengers.
Last updated: 03 November 2021
A PRM and stakeholder meeting has also been completed in accordance with
CAP1122.
Last updated: 03 March 2019
Delivery of 95% Pier Service (NT)
Requirements agreed at TG2
Project Requirements
To meet future fleet mix requirements and
support different airline operating models
Passenger experience that allows Gatwick to
compete (Premium, Economy, Passengers
with Restricted Mobility)
CAA compliance (CAP 168)
Safety Regulation Group (SRG) approved
solution
Solution delivered to Gatwick Airport Limited
(GAL) engineering standards
Delivery to environmental commitments -
Section 106 – Decade of Change
Relocation and re-provision of existing
infrastructure within proposed site boundary
Service Proposition Requirements (Product Matrix)
To meet 95% pier service levels in line with
forecasts
Closed gate rooms to support airline operations and
on time performance
Vertical segregation of arriving and departing
passengers
Comfortable gate room seating
Space not less than IATA C
Sufficient Toilet facilities
Lift locations to facilitate PRM
Last updated: 02 November 2021
Service commitment - a review of service quality metrics and targets (whilst already
scheduled) GAL has now identified two new measures (a new metric on air traffic
control performance at Gatwick and financial incentives for the Special Assistance
passenger satisfaction measure (which is monitored at present but without financial
incentives); and
Strictly private and confidential
Registered Office
International Consolidated Airlines Group, S.A.
Last updated: 11 August 2023
uri=cellar:439cd3a7-fd3c-4da7-8bf4-b0f60600c1d6.0004.02/DOC_1&format=PDF
http://www.caa.co.uk/docs/33/CAP1092_Strategic_Plan_November2014.pdf
4
of the Council of 11 February 2004 establishing common rules on compensation
and assistance to passengers in the event of denied boarding and of cancellation
or long delay of flights (DBRs),2 Regulation (EC) No 1107/2006 of the European
Parliament and of the Council of 5 July 2006 concerning the rights of disabled
persons and persons with reduced mobility when travelling by air (PRM),3
Regulation (EC) No 1008/2008 of the European Parliament and of the Council of
24 September 2008 establishing common rules for the operation of air services in
the Community (ASR)4, the CAA may also enforce more general consumer
protection legislation, including the Consumer Protection from Unfair Trading
Regulations 2008, as a designated enforcer under the EA02.
Last updated: 13 October 2021
Examples:
• Deliver a robust programme for safety,
security and consumer protection
• Take an active role in co-ordinating
responses to cross-sector/entity issues
• Continue to promote more financial
robustness amongst ATOL holders and
airlines, while supporting growth and
competition
• Realistic and deliverable service levels in
place for passengers with reduced mobility
Aviation
Recovery
Enhanced focus on improving the
customer experience of CAA’s service
delivery and dealing effectively with the
volume of applications expected with
the end of the EU recognition period.
Last updated: 21 July 2022
The third standard (in relation to PRM) is already a factor that determines the PRM
charges payable by individual airlines.
Last updated: 02 November 2021
It would be a fundamental error to suggest that ORCs are provided on a
commercial basis, particularly since these are established as cost pass-through
mechanisms where airlines have little ability to control service standards; as noted
above in relation to Heathrow’s recent renewal of the contract for services to
Passengers with Restricted Mobility (“PRM”), Heathrow shut out airlines from such
negotiations and removed many critical service standards, resulting in significant
degradation of performance and airlines oversight
1.50.
Last updated: 11 April 2022
Our response: We welcome the support for delivery of a revised Airport
Accessibility Framework.
Last updated: 16 March 2026
