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The updated and
extended Commitments builds on the outcomes focused design of the earlier Commitments and delivers several
important improvements and further benefits:
• It modernises the important Core Service Standards regime and introduces new metrics in a number of areas,
such as flight information systems and service for passengers with reduced mobility.
Last updated: 02 November 2021
taking off within x minutes of
standard time Conversations developing, agreement being sought Y Y Y Y Financial
HAL Feb21 No Wheels down to doors open -
Airline Yes Airport Arrivals Management: % of flights putting brakes on within x
minutes of standard time from touchdown Conversations developing, agreement being sought Y Y Y Y Financial
HAL Feb21 No Immigration queue time EEA/non EEA -
Airline No BF SLA - Immigration queue time EEA <20 mins; non-EEA <30 mins; Fast
track <10 mins Agreed Y Y Y Y Financial
HAL Feb21 Yes Wi-Fi performance -
Airline Yes Satisfaction with wi-fi performance Agreed Y Y Y Financial
HAL Feb21 No Enjoy my time at the airport Difference of opinion, airlines don't feel this measure meets any outcomes Rejected; will be covered by NPS -
HAL Feb21 Yes Helpfulness/Attitude of security staff -
Airline Yes Helpfulness/Attitude of security staff Agreed Y Y Y Financial
HAL Feb21 No Helpfulness / Attitude of Airport Staff Agreed Accepted Financial
HAL Feb21 No Passengers
Last updated: 03 November 2021
> Will vertiport staff (ground handling) be trained and equipped to deal with passengers with
reduced mobility?
Last updated: 13 July 2023
In
the event of ADR being made compulsory in aviation at some point in the
future, we would make a strong case for the inclusion of airports in such
arrangements, given the statutory obligations they have towards disabled
passengers and passengers with reduced mobility.
Last updated: 19 October 2016
Provision of care and assistance
Our survey also included questions on the type of assistance passengers received from
the airline as well as how satisfied they were with the assistance.
Last updated: 18 October 2021
I would also
like to take the is opportunity to remind you of your legal obligations to provide passengers
with information about their rights when flights are disrupted, to provide care and assistance
during the disruption and to offer passengers a choice of refund or alternative travel
Civil Aviation Authority
Head Office, Aviation House, Beehive Ring Road, Crawley, West Sussex, RH6 0YR
London Office: CAA, 5th Floor, Westferry House, 11 Westferry Circus, Canary Wharf, London, E14 4HD
arrangements at the earliest opportunity, including flights on other airlines, or a new flight at a
later date at the passenger’s convenience.
Last updated: 07 April 2022
The updated and
extended Commitments builds on the earlier Commitments and delivers several important improvements and further
benefits:
• It modernises the important Core Service Standards regime and introduces new metrics in a number of areas,
such as flight information systems and service for passengers with reduced mobility.
Last updated: 02 November 2021
This means that safety rules on-board strictly apply to those passengers that need
assistance on-board.
Last updated: 23 August 2021
However, there are some rare
occasions, for example during mass disruption where, in order to avoid
overcrowding at the airport, airlines may ask passengers to make their
own arrangements and claim a refund of their expenses.
1.3 Airlines must ensure that passengers with reduced mobility, or
unacommpanied minors are provided with assistance as a priority.
Last updated: 22 February 2017
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’ arrival
Last updated: 25 June 2025
