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Special Assistance Service Standards

The EC Regulation 1107/2006 specifies the following minimum standard levels of service to be applied to the handling of people of Reduced Mobility and Disabled Persons.

Departing Passengers

For pre-booked departing customers

Upon arrival at the airport, once they have made themselves known:

 

  • 80% of passengers wait no longer than 10 minutes for assistance
  • 90% of passengers wait no longer than 20 minutes for assistance
  • 100% of passengers wait no longer than 30 minutes for assistance

Arriving Passengers

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 departing customers

Upon arrival at the airport, once they have made themselves known:

 

  • 80% of passengers wait no longer than 25 minutes for assistance
  • 90% of passengers wait no longer than 35 minutes for assistance
  • 100% of passengers wait no longer than 45 minutes for assistance

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

 

 

Our Performance

  % of customers waiting times departure Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15
Pre-booked 80% of customers should wait no longer than 10 mins 95% 95% 92% 95% 95% 99%
90% of customers should wait no longer than 20 mins 96% 97% 96% 97% 95% 95%
100% of customers should wait no longer than 30 min 100% 100% 100% 100% 100% 100%
Non pre-booked 80% of customers should wait no longer than 25 mins 100% 100% 100% 100% 100% 100%
90% of customers should wait no longer than 35 mins 100% 100% 100% 100% 100% 100%
100% of customers should wait no longer than 45 mins 100% 100% 100% 100% 100% 100%
  % of customers waiting on arrival Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15
Pre-booked 80% of customers should wait no longer than 5 mins 97% 98% 97% 95% 100% 98%
90% of customers should wait no longer than 10 mins 96% 94% 98% 96% 97% 97%
100% of customers should wait no longer than 20 mins 100% 100% 100% 100% 100% 100%
Non pre-booked 80% of customers should wait no longer than 25 mins 98% 100% 100% 100% 100% 100%
90% of customers should wait no longer than 35 mins 100% 100% 100% 100% 100% 100%
100% of customers should wait no longer than 45 mins 100% 100% 100% 100% 100% 100%