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Service Standards

Liverpool Airport are for the service provision for customers with reduced mobility and disabilities in line with EC Regulation 1107/2006. Assistance is provided by our partners Omniserv Ltd

Departures

For pre-booked departing customers - Upon arrival at the airport, once they have made themselves known:

  • 80% of customers should wait no longer than 10 minutes
  • 90% should wait for no longer than 20 minutes
  • 100% should wait for no longer than 30 minutes.

For non pre-booked departing customers - Upon arrival at the airport, once they have made themselves known:

  • 80% of customers should wait no longer than 25 minutes
  • 90% should wait no longer than 35 minutes
  • 100% should wait no longer than 45 minutes.

Arrivals

 For pre-booked arriving customers - Assistance should be available at the gate-room / aircraft side for:

  • 80% of customers within 5 minutes of “on chocks”
  • 90% within 10 minutes
  • 100% within 20 minutes.

For non pre-booked arriving customers - Assistance should be available at the gate-room / aircraft side for:

  • 80% of customers within 25 minutes of “on chocks”
  • 90% within 35 minutes
  • 100% within 45 minutes

Performance at Liverpool Airport for the period April to September 2018 against these Service Level Agreements can be found below:

 

Quality Standards - April 2018 - Sept 2018            
Departing Arriving
  Standard (waiting time once PRM made themselves known) Target  April May June July August September Standard (time assistance available at gate from arrival on chocks ) Target April May June July August September
  Number of PRMs   1893 2111 2097 1887     Number of PRMs   1741 2052 2108 2062    
Pre-booked 10 mins 80% 100.00% 100.00% 100.00% 100.00%      5 mins 80% 90.06% 82.94% 84.35% 84.53%    
 20 mins 90% 100.00% 100.00% 100.00% 100.00%     10 mins 90% 92.82% 90.50% 91.41% 91.17%    
 30 mins 100% 100.00% 100.00% 100.00% 100.00%      20 mins 100% 100.00% 100.00% 100.00% 100.00%    
  Number of PRMs   387 569 401 370     Number of PRMs   463 710 425 319    
Non pre-booked  25 mins 80% 100.00% 100.00% 100.00% 100.00%     25 mins 80% 100.00% 100.00% 100.00% 100.00%    
35 mins 90% 100.00% 100.00% 100.00% 100.00%     35 mins 90% 100.00% 100.00% 100.00% 100.00%    
 45 mins 100% 100.00% 100.00% 100.00% 100.00%     45 mins 100% 100.00% 100.00% 100.00% 100.00%    
                                 
Notes            
Standard (waiting time once PRM (Passengers Requiring Assistance )made themselves known) - For departing PRMs this is the time difference between the time a person first makes themselves known (either in person / phone / buzzer) and when face to face contact is made. For the majority of occasions with airports with manned PRM desks, this should be immediate. This is intended primarily to capture waiting times when PRMs call from designated points or from unmanned PRM desks.            
Standard (time assistance available at gate from arrival on chocks) - For arriving PRMs this is the time difference between when staff arrive at the gate (or other area) ready to disembark PRMs and the on chox time. It is important that this is recorded for all PRMs (i.e. airports must measure this standard for all staff needed to disembark all PRMs  - and not just based on the first staff member to arrive at the gate). If airports prefer to record the time difference between the time PRMs are actually disembarked and on chox time, this is acceptable although the same targets apply.             
Quality Standards - Performance October 2017 - March 2018
Departing Arriving
  Standard (waiting time once PRM made themselves known) Target  October November December January February March Standard (time assistance available at gate from arrival on chocks ) Target October November December January February March
  Number of PRMs   2052 1250 1649 1275 1153 1504 Number of PRMs   2243 1378 1663 1350 1235 1559
Pre-booked 10 mins 80% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%  5 mins 80% 93.00% 95.07% 94.77% 91.55% 90.36% 88.45%
 20 mins 90% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 10 mins 90% 95.23% 95.36% 94.89% 92.88% 92.31% 90.38%
 30 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%  20 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
  Number of PRMs   439 327 347 368 328 388 Number of PRMs   519 255 316 296 291 334
Non pre-booked  25 mins 80% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 25 mins 80% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
35 mins 90% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 35 mins 90% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
 45 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 45 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%