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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
Medical conditions, travel advice, security screening, jet lag.
The report concludes that the vast majority of people who have a stable heart condition can travel safely, although some will require some special assistance, for example in getting around the airport or in having additional oxygen supplied during the flight.
Last updated: 15 May 2026
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
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
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
Problems faced by disabled passengers or passengers with reduced
mobility when using air transport services; and
v.
Last updated: 18 May 2016
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
In addition to the items identified above, other areas for further
development of content were identified:
Assisted travel areas: Information regarding the location and availability of
assisted travel areas, both landside and airside, was not identified within the
training materials
Last updated: 04 August 2026
