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that the current Special Assistance services provided
were seamless.
Last updated: 11 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
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
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
JUNE
CAA research finds disabled passengers still
have air travel concerns, despite good special
assistance.
Last updated: 21 July 2016
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
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
Jacobs calculates airports' charges in the currency in
which they are levied, then aggregates these charges for eight aircraft types so they can be converted to a single
unit of currency called the Special Drawing Right ("SDR").
Last updated: 07 April 2025
