Search results
812
results
(showing
41
to
50
of
812)
Quiet Rooms
4.4 East Midlands Airport has two quiet rooms, one landside adjacent to the
Assisted Travel desk and seating area and the second airside.
Last updated: 25 June 2025
my needs
R2 Customer effort (ease) R5 Feel safe and secure
R3 Enjoy my time at the airport R7 Helpfulness/attitude of airport staff
List 2
Surface Access Customer Satisfaction
Survey (SACS)
Special Assistance Quality of Service
Monitor (SpA QSM)
R6 Ease of access to the airport R8
Passengers with Reduced Mobility
(PRM) – overall satisfaction
Quality of Service Monitor (QSM)
3.5 The Licensee shall use the results of the QSM survey as specified in Annex 2 to
this Schedule to provide the basis for the measures specified in paragraph 3.3 and
in List 1 of paragraph 3.4 of this Schedule.
Last updated: 06 September 2024
78
Appendix C 80
Information for passengers with reduced mobility 80
What is the issue?
Last updated: 31 May 2013
Medical conditions, travel advice, security screening, jet lag.
If the count is less than 7.5 special assessment should be made and consideration to the use of supplemental oxygen should be considered.
Last updated: 15 May 2026
MTI scheme: to clarify the definition of the Special Assistance Quality of
Service Monitor (SpA QSM) metric (measure R8)
8.13 For Passengers with reduced mobility (“PRM”) – overall satisfaction (Measure R8),
we adopt the moving annual average Special Assistance Quality of Service
Monitor score weighted by monthly passenger numbers (“MAA SpA QSM score”)
to measure performance.
8.14 In the light of the clarifications proposed for MAA QSM score, we consider it
appropriate to update the definition of MAA SpA QSM score, to achieve
consistency between MAA QSM score and MAA SpA QSM score.
Last updated: 09 January 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 R8 (passengers with reduced mobility (PRM) – overall satisfaction).
3.10 The Licensee shall measure performance using monthly moving annual averages
weighted by the number of passengers using the service for passengers with
reduced mobility in each terminal by month, using the following formulae:
(a) where the Licensee has conducted the SpA QSM survey for a period of
12 months or more, the Licensee shall calculate performance in month j as
follows:
Performancej =
∑ [πj−m+1Monthly survey resultsj−m+1]m=12
m=1
∑ πj−m+1
m=12
m=1
(b) where the Licensee has conducted the SpA QSM survey for a period of less
than 12 months, the Licensee shall calculate performance in month j as
follows:
Performancej =
∑ [πj−m+1Monthly survey resultsj−m+1]
m=μ
m=1
Last updated: 08 March 2023
In particular, London Stansted has actively engaged
their Stansted Airport Access Forum (SAFE) to support the implementation of
improvements and ensure changes are inclusive of passengers with disabilities
and reduced mobility.
Last updated: 25 June 2025
It is also important to maintain a clear distinction between the proposed content of the
charter that is based on identified areas for improvement, such as complaints handling and
consistent policies concerning food allergies, and areas where there are clear and well-
established legal rights and obligations, such as access to air travel for passengers with
reduced mobility and where compensation is due following a cancellation or long delay.
Last updated: 15 October 2021
This contributes to the following OBR measures:
Classification: Public
OBR Measure Mech
Cleanliness 🗸
Control post vehicle queue time 🗸
Availability of lifts, escalators and travelators 🗸
Availability of stands 🗸
Pier served stand usage 🗸
Runway operational resilience 🗸
Hygiene safety testing 🗸
Overall satisfaction 🗸
Customer effort (ease) 🗸
Enjoy my time at the airport 🗸
Airport that meets my needs 🗸
Feel safe & secure 🗸
Ease of access to the airport 🗸
Passengers with reduce mobility - overall satisfaction 🗸
Departures flight punctuality 🗸
Airport Arrivals management 🗸
Passenger injuries 🗸
Electrical
Heathrow will invest £68m (2018p) to replace life-expired assets to keep
colleagues and consumers safe and secure.
Last updated: 11 April 2022
Assisted Travel Arrangements
On Assisted Travel Arrangements, the workshop reflected on the conclusions of the first
implementers’ workshop and some of the proposals under discussion in relation to this
new category.
Last updated: 07 November 2014
