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Civil Aviation Authority
11 Westferry Circus, Canary Wharf, London, E14 4HD www.caa.co.uk
Telephone: 0330 138 3042 paul.smith@caa.co.uk
Consumers and Markets Group
9 June 2022
Dear Colleague
Providing assistance to disabled and less mobile passengers
The CAA is responsible for the enforcement of Regulation EC 1107/2006 concerning the
rights of disabled and reduced mobility passengers, as retained under UK law.
Last updated: 10 June 2022
It also suggests a small, but important minority3 of
passengers who requested assistance were not confident they would receive all the
assistance they needed, or they would be treated with dignity and respect.
Last updated: 11 July 2019
The Requirements Document (15000-XX-BR-XXX-000062 v.2 dated 23 July 2015) clearly summarises
the requirements of: British Airways; Security; Retail; UKBF; PRM; Operational Readiness; and
Training.
Last updated: 13 June 2017
(19)
Operating air carriers should meet the special needs of persons with reduced mobility and any persons accompanying them
Last updated: 02 April 2024
For this purpose, a special arrangement may be
developed to identify each Authority’s responsibilities.
Last updated: 16 June 2026
The CAA will raise an invoice in respect of the annual continuation charge
which shall be payable by the approval holder on demand.
2.9 Handling of airline passenger complaints outside of the ADR Scheme
In respect of airlines and aerodromes that have not joined an ADR Scheme designated
under The Civil Aviation (Denied Boarding, Compensation and Assistance and Access to
Air Travel for Disabled Persons and Persons with Reduced Mobility), (Amendment)
Regulations 2016, a passenger may make a complaint about (a) an airline, and (b) a UK
aerodrome, or both, to the CAA that is within the scope of the CAA’s PACT’s service;
a) Handling of complaints against an airline
Once the CAA has concluded its assessment of a complaint against an airline,
notwithstanding the outcome, the CAA will invoice the airline a charge of £190 per
complaint, which is payable on demand.
Last updated: 12 March 2025
MEDICAL IN CONFIDENCE
August 2024 v4.0 UK CAA ATCO Functional Test
Candidate’s CAA reference number
Please comment on the ability to safely evacuate from place of work and whether any special
considerations may be required for this, for example, assistance with stairs.
Last updated: 04 September 2024
Instead, those countries and territories are subject to the
special association arrangements laid down in accordance with Part Four of the TFEU.
Last updated: 23 August 2021
Heathrow already tenders a range of services to third parties, including car parks, passenger assistance, and
Heathrow Express.
Last updated: 13 March 2026
‘in scope of PACT’s service’ means following a review of our complaint handling
activities the CAA Passenger Advice and Complaints Team (PACT) will only
handle complaints related to:
• EC Regulation 261/2004 for delayed and cancelled flights, downgrade
and denied boarding;
• EC Regulation 1107/2006 about assistance for disabled and reduced
mobility passengers, and
• The Montreal Convention for cases of lost, delayed or damaged
baggage.
Last updated: 22 November 2018
