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CAP 1603 Chapter 3: Boarding and onboard the aircraft
October 2018 Page 10
Chapter 3
Boarding and onboard the aircraft
3.1 It is usual practice for disabled passengers and those with reduced mobility to be
boarded first.
Last updated: 15 October 2018
Business groups
including BusinessLDN, the London Chamber of Commerce and Industry, and
Make UK have generally proposed prioritisation of timely delivery of expansion,
regulatory certainty and investor confidence.
3.19 Make UK has also stated that we should also explicitly consider:
operational resilience and integration;
implementation and transition risks;
broadening our assessment of consumer benefits from price alone to include
connectivity, new routes, frequency, minimum connection times, resilience
and quality of experience; and
the nationwide economic impact of expansion.
3.20 The Council for the Independent Scrutiny of Heathrow Airport (“CISHA”), on
behalf of the Heathrow Passenger Forum, stated that we should include a
criterion in respect of the wider passenger experience, including Passengers with
Reduced Mobility and transfer passengers.
3.21 CISHA also provided its own response, commenting on the community impacts
of the regulatory models under
Last updated: 15 May 2026
Special arrangements for the use of H3
in connection with special events will be published in TOIs.
Last updated: 11 October 2021
Legislation
• EC Regulation 261/2004 on the rights of passengers in the event of denied boarding,
cancellations or long delays1
• EC Regulation 1107/2006 on the rights of passengers with disabilities/reduced mobility when
travelling by air2
• The Civil Aviation (Access to Air Travel for Disabled Persons and Persons with Reduced
Mobility) Regulations 2014 (see specifically Regulation 24, which covers compensation claims
by disabled persons for a damages award)3
• EC Regulation 1008/2008 on common rules for the operation of air services in the EU (see
specifically Article 23)4
• EC Regulation 2111/2005 on, amongst other things, informing air transport passengers of
the identity of the operating air carrier (see specifically Chapter III)5
• The Consumer Protection from Unfair Trading Regulations 2008, which prohibit commercial
practices that contravene the requirements of professional diligence, misleading actions,
misleading omissions, aggressive commercial practices6
Last updated: 14 October 2021
This work follows the introduction of a similar framework for
airports in 2014 which resulted in a multi-million-pound investment
into improving experiences for passengers with reduced mobility.
Last updated: 12 September 2024
Although the numbers of disabled and reduced mobility
passengers delayed as a proportion of all passengers was not as large as at other airports,
there has been little progress throughout the reporting period unlike with some other airports.
Last updated: 13 December 2022
Indeed, there are numerous examples of Heathrow responding to
constructive engagement with airlines, for example, the smooth operation of the core
development in Q6; successful resolution of resilience issues such as winter resilience
in 2011; the 2017 PRM review and Heathrow’s recent acceptance of a very demanding
stretch target on ORC baggage charges is clear evidence of this working.
Last updated: 13 April 2022
Table 3: Opex to Capex ratios
Terminal En Route ANSP
PRM 2017, page 65
Depreciation: Opex 10% 15% 14%
Source: page 65, https://www.eurocontrol.int/sites/default/files/publication/files/draft-performance-review-report-prr-2018.pdf
To understand how small, we can contrast this difference with the difference we report in the table below,
replicating the result set out in our 2018 report8, namely that operational leverage for NERL is higher than
that for ENAV.
Last updated: 16 November 2021
Gatwick Airport Consultative
Committee (GATCOM)
Support Service quality and special assistance; would
welcome clarification on what would happen to the
commitments if NRP does not go ahead.
Last updated: 25 February 2025
To promote inclusion for customers, the lanyards are a discreet sign that the wearer
has a hidden disability and so could require additional assistance.
Last updated: 09 June 2022
