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Respondents from Northern Ireland (71%) and London (67%) were
significantly more likely to say they would be more likely to fly if face coverings remain mandatory on board, than most other regions tested
(60% average).
73%
72%
63%
71%
70%
59%
I would choose to wear a face covering whilst travelling
by air
I would prefer others to a wear a face covering whilst
travelling by air
I would be more likely to fly if face coverings remain
mandatory on board
Statements about wearing face coverings while travelling
NET: Agree - by disabilities
PRM (disabled passenger) Non-disabled passenger
A slightly higher proportion of disabled passengers say they are more
likely to fly if face coverings remain mandatory on board than non
disabled passengers
11
Q36.
Last updated: 18 January 2022
Passengers and
customers
Investors
The overflown &
Third parties in the
community
Local and
national elected
representatives
or political
spokespeople
Persons of reduced
mobility (PRM) or
customers who
don’t or can’t
engage
Local and national
regulators and
policymakers
Existing airspace
users
Peers, partners and
supply chain providers
CAP 1900 | February 2020
Social Licence | 7
Case Studies
TELUS Mobility
Canadian Telecommunications firm TELUS was
established in 1990, putting community initiatives at the
heart of its operating model.
Last updated: 06 March 2020
Central and transfer search – assistance lanes
Issue
J105 At Heathrow, there are assistance lanes dedicated to family and
passengers with reduced mobility.
Last updated: 01 February 2014
There is a clear link between committing to the appropriate level of wider investment
in PRS, and the resulting beneficial impact on PRM Special Assistance Service – as
enabling more passengers to feel confident navigating the airport independently or
with the assistance of family and friends will serve to reduce pressure on the Special
Assistance service.
Last updated: 02 September 2022
A member of the audience commented that lessons should be learned so that
universal design considerations can be incorporated at an early stage for terminal
design or refurbishment, as measures designed for PRMs also have a benefit for
non-PRM passengers.
Last updated: 04 November 2021
As a result, they had prioritised improvement in PRM services,
leading to real and beneficial change.
41.
Last updated: 18 June 2021
UP LHR4A: CAV HOUSE RET NE NODE LHR5A: VAGABOND
LHR2A: TRG JONES THE GROCER LHR3A: NEW RHUBARB LHR4A: CAV HSE SEAFOOD BAR LHR5A: WAGAMAMA
LHR2A: X CA'PUCCINO LHR3A: PRET A MANGER LHR4A: CCR APOSTROPHE LHR5A: X APOSTROPHE SAT B
LHR2A: YO SUSHI LHR3A: PRET PIER 5 LHR4A: CCR THE PRINCE OF WALES LHR5A: X BUBBLEOLOGY POP UP
LHR2L: CAFFE NERO LHR3A: STRADA LHR4A: COSTA COFFEE GATE 8 LHR5A: X CAVIAR HOUSE
LHR2L: CAFFE NERO ARRIVALS LHR3A: TRAGUS T/A ORIEL LHR4A: COSTA EXPRESS SMOKING L LHR5A: X CAVIAR HOUSE POP-UP
LHR2L: CAFFE NERO ARRIVALS KIO LHR3A: TRG SPUNTINO LHR4A: JD WETHERSPOON LHR5A: X CAVIAR HOUSE POP-UP R
LHR2L: CAFFE NERO ARRIVALS KIOSK LHR3A: WAGAMAMA LHR4A: JOE'S COFFEE & BAR LHR5A: X CAVIAR HOUSE SFB
LHR2L: CAFFE NERO DEPARTURES LHR3A: X CAFFE ITALIA PIER 5 LHR4A: LADUREE POP UP LHR5A: X CCR ESPRESSO
LHR2L: LONDON'S PRIDE - FULLERS LHR3A: X CAFFE ITALIA PIER 6 LHR4A: PRET LHR5A: X CCR V BAR
LHR2L: M&S LHR3A: X COSTA EXPRESS GATE 24 LHR4A: THE COMMISSION LHR5A: X COSTA EXPRESS PRM
Last updated: 05 June 2026
that the current Special Assistance services provided
were seamless.
Last updated: 11 April 2022
HAL also proposes to broaden the scope of OBR to
include other stakeholders in key areas (including security, baggage, and PRM
service) where it does not solely control consumer outcomes.
Last updated: 29 April 2026
Gatwick Airport Limited shall monitor and publish on the Gatwick Airport
website and in the terminals a monthly report in relation to certain airport-
wide activities including:
6.1 The Core Service Standards
6.2 The Airline Service Standards
CAP 2103 Appendix B: Proposed changes to GAL’s Licence
February 2021 Page 42
6.3 Special Assistance service and notification
6.4 On-time performance (departures and arrivals); and
6.5 Immigration performance; and
6.6 ACI Airport Service Quality ranking.
7.
Last updated: 25 February 2021
