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ORC users, who pay for a particular
service should benefit from an appropriate level of service, including
compensation when services do not meet an existing contractual standard.6
Independent assurance: The new protocols should build in periodic reviews,
which should:
ensure ORC pricing is done on a reasonable basis adhering to ORC
principles, including providing assurance of cost allocation to ORC
users; and
be timed appropriately so that the outcome of such reviews are
available in a timely manner to inform the CAA’s price control review
processes and decisions.
6 Different arrangements may apply to those services already covered under the OBR framework or where
there are existing legal and regulatory standards (such as PRM services).
Last updated: 21 September 2023
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
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: 06 May 2021
We also have a number of observations
on the projections of these charges and the arrangements for how they should be
regulated in Q6.
8.2 The specified charges which encompass: check-in, baggage, utilities, staff car
parks, staff IDs and PRM total together over £60m by the end of Q6.
Last updated: 02 November 2021
Areas beyond the airport’s direct influence to be covered would include
Immigration
Arrivals baggage
Check-in
On-time performance
PRM performance.
Last updated: 03 November 2021
For f), no special agreement is
required for closure of stands during an evacuation etc so an SEN
should be used.
Last updated: 20 February 2023
Where a VDGS is not
available marshalling assistance should be sought.
Last updated: 09 November 2018
Our annual airport accessibility report ranks every airport in the
UK, with an annual passenger volume of more than 150,000, on
their accommodation and treatment of passengers with reduced
mobility and disabilities.
Last updated: 23 July 2025
Stakeholders' views
2.103 In their response to the final proposals, the airlines said they had
reached agreement with GAL on a number of elements of the service
quality regime but that there were some outstanding issues, including:
the core service level for outbound baggage;
a GAL proposal that core service rebates would not be paid to
airlines that fail to achieve airline standards and that future rebates
will not be paid if there are outstanding rebates from such airlines to
GAL; and
publication of passengers with reduced mobility (PRM) and pre-
notification figures where the airlines said they should not be
judged on pre-notification figures as passengers can request
assistance without pre-notification.
Last updated: 10 January 2014
Implementing rules, acceptable means of compliance and UK guidance.
Cabin crew members with diabetes mellitus requiring insulin: must have adequate awareness of hypoglycaemia must not have had more than one episode of hypoglycaemia requiring the assistance of another person in the preceding 12 months must have blood glucose monitoring no more than 2 hours before the start of the duty period and every 2 hours while on duty.
Last updated: 08 January 2026
All who have a disability which makes flying difficult
Don't know /
prefer not to
say, 1%
Yes
26%
No
73% 72%
Yes, I required
assistance
32%
Yes, I was
travelling with
someone who
required
assistance
Q15.
Last updated: 18 January 2022
