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CAP1151 (PDF)

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

CAP2313B (PDF)

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

CAP1900 (PDF)

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

Workshop Note (PDF)

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

CAP216911 (PDF)

As a result, they had prioritised improvement in PRM services, leading to real and beneficial change. 41.

Last updated: 18 June 2021

Appendix F.Iii Heathrow Retail Business Debrief Final 20Th September 2025 Redacted (PDF)

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

CAP323306 (PDF)

The increased demand for accessibility support at airports post-Covid was discussed, as was the issue of passenger vulnerability. 32.

Last updated: 30 July 2026

CAP 2343 (PDF)

Regulations 2013 - SI 2013 No 486 • The Carriage by Air Acts (Application of Provisions) Order 2004 - SI 2004 No 1899 • The Civil Aviation (Allocation of Scarce Capacity) Regulations 2007 - SI 2007 No 3556 7.3 Behind Insurance you will find: • UK (EU) Reg No 785/2004 (the UK Air Carrier Insurance Regulations) • UK (EU) Reg No 2027/97 (the UK Air Carrier Liability Regulations) • The Air Carrier Liability Regulations 2004 - SI 2004 No 1418 • The Civil Aviation (Insurance) Regulations 2005 - SI 2005 No 1089 7.4 Behind Consumer Protection you will find: • The Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012 - SI 2012 No 1017 (“the ATOL Regs”) • UK (EU) Reg No 1107/2006 (the UK Persons with Reduced Mobility Regulations or “PRM Regs”) • UK (EU) Reg No 261/2004 (the UK Denied Boarding Regulations) • The Civil Aviation (Denied Boarding, Compensation and Assistance) Regulations 2005 - SI 2005 No 975 7.5 Behind Aviation Security you will find: • UK (EU) Reg No 2015

Last updated: 20 April 2022

CAP3232F H8 Ips Appendices E L V2 (PDF)

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

CAP2373 (PDF)

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