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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: 07 August 2024
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
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: 29 October 2021
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
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
Recent data on helicopter movements in the London Heathrow and London City control zones.
Pilots navigate by visual reference to ground features with limited assistance from ATC and are responsible for ensuring that they fly in accordance with applicable Rules of the Air.
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: 04 August 2026
‘Information should be presented in a clear and easy to understand way and
accessible for passengers with disabilities4 and reduced mobility
passengers [using language that is easy for all passengers to understand].
Last updated: 25 April 2023
Airports should inform disabled people and people with
reduced mobility that security officers must make reasonable adjustments
for disabled passengers and that security officers should always ask the
passenger how this can best be achieved, bearing in mind that the
security officer is under a legal obligation to satisfy him/herself, as far as
reasonably practicable, that the person being screened is not in
possession of any prohibited article.
Last updated: 08 December 2016
