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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
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
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
Update: Information on walking times between car parks and the terminal, and
distances to the departure gates is included in the 'FAQs' area of the 'Assisted
Travel' pages.
Last updated: 04 August 2026
Information on travel by bus,
train, and taxi is now linked from the ‘Assisted Travel’ pages, improving visibility.
18.
Last updated: 04 August 2026
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
‘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
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
