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Base: All who have flown in the last 12 months (n=1360) Base: All who have flown in the last 12 months, excluding 'No' and 'Don't know/prefer not to say'
responses (n=156)
Assistance required
Showing % of recent flyers or someone in their party who required assistance
Nine in ten recent flyers did not require special assistance on their
most recent flight
Though the majority (88%) of flyers did
not need any special assistance, of those
where assistance was needed, approaching
three in five (58%) needed assistance for
themselves, while 46% needed assistance
for someone they were travelling with.
Last updated: 01 June 2021
The CAA would urge the government to use satisfaction targets in reference to specific
activity, such as satisfaction with complaints process or with special assistance provided.
Last updated: 03 July 2019
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
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
The main changes were:
£90 million reduction in facilities management opex, based on
retendering the outsourced terminal baggage operations and
maintenance contract;
£16 million reduction in other costs, including ground transportation
and Passengers with Reduced Mobility (PRM) costs;
£9 million reduction in rent and rates costs based on the vacation of
Heathrow Point West;
£3 million reduction in utility costs; and
£6 million increase in opex related to commercial operations.
Last updated: 10 January 2014
JUNE
CAA research finds disabled passengers still
have air travel concerns, despite good special
assistance.
Last updated: 21 July 2016
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
Other opex
Issues
5.92 The CAA commissioned SDG to examine the 'other opex' costs in
GAL's business plan, including costs related to; rent and rates,
utilities, police, NATS, PRM, cleaning and other items.
Last updated: 03 October 2013
. £123.4m),
where stronger incentives apply;
➢ treatment of PRM as a bespoke cost line, reflecting its materiality and distinct cost drivers;
➢ exclusion of Business Rates from ORCs, given their scale and limited controllability by airlines; and
➢ application of a clear efficiency challenge to residual ORC costs.
Last updated: 05 June 2026
Iberia supports:
i. reclassification of baggage-related costs into aeronautical charges,
ii. bespoke treatment of PRM costs reflecting their distinct drivers,
iii. exclusion of Business Rates from ORCs, and
iv. application of a clear efficiency challenge to residual ORC costs.
Last updated: 05 June 2026
