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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
London City Airport’s Assisted Travel main page has a link to a dedicated assistance dog separate
page.
Last updated: 25 June 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
The final report was shared with Edinburgh Airport on 4 August 2026.
2 Special assistance and additional needs | Edinburgh Airport
https://www.edinburghairport.com/prepare/special-assistance-additional-needs
4
OFFICIAL - Public.
Last updated: 04 August 2026
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
The specific changes to Annex I are to:
(i) update the definition from Special Assistance to Assisted Travel
(Special Assistance) for the relevant measures in sections (i) and
(vii) of Annex I;
(ii) clarify that the maximum rebate for community app availability
and Assisted Travel (Special Assistance) measures are
calculated at the airport level; and
(iii) update footnote 2 to reflect latest update from GAL on the service
drop availability target which is still to be set following software
updates which were due at the end of March 2025 to enhance
availability reporting capabilities and ensure accuracy ahead of
GAL’s proposals for the new metric.
Last updated: 23 May 2025
These surveys are:
▪ Surface Access
Customer (SACS);
and
▪ The Special
Assistance Quality of
Service Monitor
(SpA QSM)
Satisfaction Survey.
Last updated: 23 November 2021
These included the need for improved communication and
provision of information on the part of airports, airlines, tour
operators and travel agents to passengers with reduced mobility.
Last updated: 02 September 2022
response
Pet passport and assistance dog
information slides
March 2023
Questionnaire
response
Disability awareness training March 2023
Questionnaire
response
Assisted travel complaints and queries March 2023
Online London Luton Airport’s website August 2023
Site visit Walk through of passenger journey March 2023,
Site visit Check of facilities and equipment
March 2023,
January 2024
Site visit Performance checks
June 2023,
September
2023, October
2023
Site visit
Second walk through of passenger
journey
January 2024
2.4 Where the CAA identifies an area of non-compliance with legislation or, in its view,
guidance that should be followed to ensure compliance, a finding will be raised.
Last updated: 07 August 2024
Arriving passengers
• Over the whole year, for at least 97% of arriving pre-notified disabled passengers
and those with reduced mobility, assistance is available for each passenger within
20 minutes from ‘on chocks’
Last updated: 03 December 2020
