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Passengers are advised that check-in is open 2 hours before scheduled departure. Passengers will be unable to check-in before this time.

 
 
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:

80% of passengers should wait no longer than 10 minutes for assistance

90% of passengers should wait no longer than 20 minutes for assistance

100% of passengers should wait no longer than 30 minutes for assistance

Non pre-booked departing passengers:

80% of passengers should wait no longer than 25 minutes for assistance

90% of passengers should wait no longer than 35 minutes for assistance

100% of passengers should wait no longer than 45 minutes for assistance

Pre-booked arriving passengers:

Assist 80% of passengers within 5 minutes of aircraft arriving on stand

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

Assist 100% of passengers within 20 minutes of aircraft arriving on stand

Non pre-booked arriving passengers:

Assist 80% of passengers within 25 minutes of aircraft arriving on stand

Assist 90% of passengers within 35 minutes of aircraft arriving on stand

Assist 100% of passengers within 45 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.

Our targets are set out as follows:

Item

Our target

Pre-booked departing passengers:

80% of passengers should wait no longer than 10 minutes for assistance

 

90% of passengers should wait no longer than 20 minutes for assistance

 

100% of passengers should wait no longer than 30 minutes for assistance

 

Non pre-booked departing passengers:

80% of passengers should wait no longer than 25 minutes for assistance

 

90% of passengers should wait no longer than 35 minutes for assistance

 

 

100% of passengers should wait no longer than 45 minutes for assistance

 

Pre-booked arriving passengers:

Assist 80% of passengers within 5 minutes of aircraft arriving on stand

 

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

 

Assist 100% of passengers within 20 minutes of aircraft arriving on stand

 

Non pre-booked arriving passengers:

Assist 80% of passengers within 25 minutes of aircraft arriving on stand

 

Assist 90% of passengers within 35 minutes of aircraft arriving on stand

 

Assist 100% of passengers within 45 minutes of aircraft arriving on stand

 

April 2015 to March 2016 Performance Results

Our monthly performance from April 2015 to September 2015 can be seen here.

Our monthly performance from October 2015 to March 2016 can be seen here.

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