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Service Standards

Liverpool Airport are responsible 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 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  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 - October 2018 - March 2019            
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   2121 1246 1614 1194 1151 1456 Number of PRMs   2598 1390 1549 1339 1202 1622
Pre-booked 10 mins 80% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%  5 mins 80% 84.03% 89.64% 85.47% 92.61% 87.77% 81.38%
 20 mins 90% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 10 mins 90% 90.84% 95.90% 92.12% 95.44% 91.35% 92.23%
 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   394 389 321 310 333 370 Number of PRMs   420 416 316 288 143 166
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%
Notes            
Standard (waiting time once PRM 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 chocks 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 chocks time, this is acceptable although the same targets apply.             

 

Period April 2019 - September 2019
  Departing Arriving
  Standard (waiting time once PRM made themselves known) Target  April May June July August Sept Standard (time assistance available at gate or aircraft side  from arrival on chocks ) Target April May June July August Sept
Pre-booked Numbers of PRMs   1824 2209 2238 2094 2298 2697 Numbers of PRMs   1653 2354 2347 2346 2218 2621
10 mins 80% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%  5 mins 80% 83.91% 84.75% 83.55% 86.83% 89.95% 81.80%
 20 mins 90% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 10 mins 90% 91.17% 92.40% 90.29% 94.08% 93.60% 90.23%
 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%
                30 mins   100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
                45 mins   100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
                60 mins   100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
Non pre-booked Numbers of PRMs   574 513 445 490 444 554 Numbers of PRMs   430 342 252 310 279 311
 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%
                60 mins   100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
                75 mins   100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
Notes
Please complete each percentage to two decimal places.
Standard (waiting time once PRM 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 aircraft side 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. 

 

PRM refers to Passengers with reduced mobility and includes but is not limited to mobility, visual, audio, cognitive and sensory impairments.