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:

IATA codes for Reduced Mobility Passengers

WCHR (Wheel Chair Ramp)

Passenger able to walk by him/herself inside the plane as well as walk down and up stairs, but who requires a wheelchair or other means of transport to move long distances inside the airport.

WCHS (Wheel Chair Stair)

Passenger able to walk by him/herself inside the plane, but who cannot walk down or up stairs and who requires a wheelchair or other means of transport to move inside the airport.

WCHC (Wheel Chair Completely)

Immobilized passenger requiring a wheelchair to move about and assistance from the time of arrival in the airport until the end of the flight, as well as to exit from the airport.

WCHP

Passenger with a disability of the lower limbs who has sufficient personal autonomy to take care of him/herself but who requires assistance to embark or disembark and who can move about in an aircraft cabin only with the help of an onboard wheelchair.

Deaf

Passenger with hearing disability or hearing and speaking disability.

Blind

Passenger with sight disability (distinguish between blind and visually handicapped person).

Deaf/Blind

Passenger with sight and hearing disability and who requires the assistance of an accompanying person to move about.

DPNA

Passenger with intellectual or behavioural impairments.

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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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