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Purposes for processing information.
This includes legislation relating to price transparency, contract terms, passenger rights during flight disruption and access to air travel for passengers with reduced mobility.
Last updated: 09 June 2026
Details of the Privacy Notice relating to making a claim.
This may include your name, postal and/or email address, telephone number and details of payments and any special requests or assistance required.
Last updated: 19 August 2025
The second area is that we enforce the Regulation on Passengers with Reduced
Mobility.
Last updated: 18 October 2021
Passenger with reduced mobility is handled with special care: appropriate transport,
room with easy access is booked for them.
Last updated: 22 February 2017
OFFICIAL - Public
(viii) F21 Passengers with reduced mobility (PRM) – overall
satisfaction;
(viiix) R1 Overall satisfaction;
(ix) R2 Customer effort (ease);
(xi) R3 Enjoy my time at the airport;
(xii) R54 Feel safe and secure;
(xii) R8 Passengers with reduced mobility (PRM) – overall
satisfaction;
(xiii) R9 Timely delivery from departures baggage system;
(xivii) R118 Departures flight punctuality; and
(xiv) R162a & R162b Immigration queue times.
Last updated: 30 March 2026
It was also suggested that the
not all passengers with reduced mobility
would have access to the internet.
Last updated: 16 January 2014
UPDATE: Since the website review was conducted, the assisted travel subpages are accessible from a
single landing page.
Last updated: 07 August 2024
Proposal for a Directive on Package Travel and
Assisted Travel Arrangements - Insolvency
Implementers’ Views
CAP 1147
CAP 1147
Proposal for a Directive on Package Travel and
Assisted Travel Arrangements - Insolvency
Implementers’ Views
Report on the outcome of a workshop held by implementers and enforcers
of the Package Travel Directive
www.caa.co.uk
January 2014
CAP 1147 Proposal for a Directive on Package Travel and Assisted Travel Arrangements - Insolvency Implementers’ Views
January 2014 Page 3
Introduction
1.
Last updated: 23 January 2014
The CAA has decided to modify paragraphs 3.9, 3.10 and Table 5 of Schedule 1 in
the manner set out below:
Special Assistance Quality of Service Monitor (SpA QSM) survey – moving annual
average score
3.9 The Licensee shall use the results of the SpA QSM survey as specified in
Annex 2 to this Schedule to provide the basis for its performance reporting
against the target for Measure measure R8 Passengers (passengers with
reduced mobility (PRM) – overall satisfaction).
3.10 The Licensee shall measure performance using, for the latest available
month, monthly moving annual averages score weighted by the moving
annual average number of passengers using the Special Assistance
Service service for passengers with reduced mobility n each terminal by
month, using the following formulae:
CAP3187 Notice under section 22(6) of the Civil Aviation Act 2012 (“CAA12”) of the CAA’s decision to modify the Licence
November 2025 Page 34
OFFICIAL - Public
OFFICIAL - Public.
Last updated: 13 November 2025
Special Assistance Quality of Service Monitor (SpA QSM)
3.9 The Licensee shall use the results of the SpA QSM survey as specified in
Annex 2 to this Schedule to provide the basis for its reporting against the target
for measure R9 (passengers with reduced mobility (PRM) – overall satisfaction).
Last updated: 28 June 2022
