Quality 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 ABM.
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
April - September 2022 Liverpool John Lennon Airport ranked as Very Good by the CAA for provision of assisted travel and performance standards and Good for October 2022.
PRM refers to Passengers with reduced mobility and includes but is not limited to mobility, visual, audio, cognitive and sensory impairments.
Our 2023 CAA Quality Standards Report can be viewed here
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.
CAA Airport Accessibility Report (April 2022 to March 2023) - Liverpool has been rated as very good in all four of the reporting period quarters in the CAA's latest Airport Accessibility Report. This is the top rating and the full report can be viewed here.
