Services. Passengers with Reduced Mobility.

 

Through our contractor, Securitas, we aim to provide high standards to passengers with reduced mobility.

Our targets are set out as follows:

Item

Our target

Pre-booked departing passengers:

95% of passengers should wait no longer than 10 minutes for assistance

100% of passengers should wait no longer than 20 minutes for assistance

Non pre-booked departing passengers:

5% of passengers should wait no longer than 15 minutes for assistance

100% of passengers should wait no longer than 25 minutes for assistance

Pre-booked arriving passengers:

Assist 95% of passengers within 5 minutes of aircraft arriving on stand

Assist 100% of passengers within 10 minutes of aircraft arriving on stand

Non pre-booked arriving passengers:

Assist 90% of passengers within 10 minutes of aircraft arriving on stand

Assist 100% of passengers within 15 minutes of aircraft arriving on stand

100% of pre-booked departing passengers who arrive at the airport before the time stipulated by the airline to reach the aircraft in time for timely pre-boarding and departure. For non pre-booked passengers, LCA will make reasonable efforts to get passenger to the flight on time.

Service Quality Monitoring

The following will be used by the airport to perform quality service monitoring:

Audit

London City Airport audits the following targets regarding passenger journey satisfaction:

 

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Performance standards

London City Airport's performance results will be posted here quarterly.

For information on the assistance provided at the airport please click here.

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