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Problems faced by disabled passengers or passengers with reduced
mobility when using air transport services; and
v.
Last updated: 18 May 2016
We would also like reassurance that during this disruption, accessibility provisions remain a
priority and that passengers with reduced mobility continue to receive the assistance that they
require.
Last updated: 07 April 2022
‘Special Assistance Services’ means the special assistance services described in
the Special Assistance Gatwick Airport Directive and General Advice Notice.
Last updated: 09 July 2025
Airports must also set quality standards, and determine resources for meeting them, in
cooperation with "organisations representing disabled passengers and passengers
with reduced mobility."
Last updated: 01 April 2019
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 for Measure R8
Passengers with reduced mobility (PRM) – overall satisfaction.
Last updated: 30 December 2025
MTI scheme: to clarify the definition of the Special Assistance Quality of Service
Monitor (SpA QSM) metric (measure R8)
2.26 This modification is unchanged from our Initial Proposals.
2.27 For Passengers with reduced mobility (“PRM”) – overall satisfaction (Measure R8),
we use the moving annual average Special Assistance Quality of Service Monitor
score weighted by monthly passenger numbers (“MAA SpA QSM score”) to
measure performance.
2.28 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: 11 July 2025
This contributes to the following OBR measures; cleanliness, wayfinding,
overall satisfaction, customer effort (ease), enjoy my time at the airport, airport that
meets my needs, helpfulness/attitude of airport staff, immigration queue times and
passengers with reduced mobility – overall satisfaction..
Last updated: 11 April 2022
Types of disputes covered:
All disputes with between consumers and airlines stemming from aviation services
contracts including disputes relating to compensation (whether financial or otherwise) for:
• Denied boarding, delay, or cancellation;
• Destruction, damage, loss, or delayed transportation of baggage;
• Destruction, damage, or loss of items worn or carried by the passenger;
• Any more general disputes arising where the consumer alleges that the business
is not trading fairly;
• Problems faced by disabled passengers or passengers with reduced mobility when
using air transport services.
Last updated: 14 October 2021
These surveys are:
▪ Surface Access
Customer (SACS);
and
▪ The Special
Assistance Quality of
Service Monitor
(SpA QSM)
Satisfaction Survey.
Last updated: 23 November 2021
London City Airport’s Assisted Travel main page has a link to a dedicated assistance dog separate
page.
Last updated: 25 June 2025
