Persons with Reduced Mobility (PRMs) Quality Standards

Persons with Reduced Mobility (PRMs) at London Luton Airport

London Luton Airport is committed to providing a good standard of service to all its passengers including disabled persons.  The following standards have been prepared to comply with the EC Regulation No 1107/2006, the Disability Discrimination Act 1995 and with best practice in the handling of disabled persons. Advice has been sought from experts in the field of disabilities, including the Dept for Transport.  London Luton Airport has also worked closely with its based air carriers to ensure that it is able to meet all the necessary requirements, in a safe, efficient and customer friendly manner. 

The airport has taken into account the needs of disabled persons in the development of its infrastructure and is constantly striving to improve on its performance.  Practices and policies are in place to ensure that the journey through the airport is as seamless and stress free as possible. 

The following standards will be in place from July 26th 2008 and will be constantly reviewed, taking into account the views of the airport's passengers and business partners.

Greeting Persons with reduced Mobility (PRMs) at London Luton Airport

1. PRMs are requested to pre-book all assistance required 48 hours before the scheduled time of departure of their flight. This booking should be made with the PRM's airline carrier, tour operator or travel agent. If this information is not made available within these time frames assistance may be limited or delayed.  Carriage by the airline may also be denied. Best efforts will be made at all times to accommodate late booking PRMs. 
2. Departing PRMs will be able to notify the appropriate staff of their arrival at LLA. There are Help Points sited in all car parks and outside the terminal entrance doors.  There is also a Special Assistance Help Desk at the front of the terminal building.  This desk has a lowered counter and an induction loop.
3. 80% of PRMs who have pre-booked their assistance within the approved time frames should wait no longer than 5 minutes for assistance from their announcement of arrival. 90% should wait no longer than 10 minutes for assistance and 100% should wait no longer than 15 minutes. 
4. 80% of PRMs who have not booked within the approved time frames should wait no longer than 10 minutes for assistance from their announcement of arrival.  90% should wait no longer than 15 minutes for assistance and 100% should wait no longer than 20 minutes. 
5. The response to any request for assistance for PRMs having arrived at LLA will contain an estimated time of assistance being available (within the guidelines above).
6. Any information relating to a PRM will be obtained in a polite and discreet manner and stored with a regard for confidentiality.  This information will only be shared on an operational basis, necessary to the carrying out of the tasks required.
7. Signage relating to the greeting and assistance of PRMs will be clear, appropriate and suitably located with the intention of ensuring the PRMs are aware of what actions to take to announce their arrival and request assistance.

From the Check-in area to the Departure Lounge

1. Once a PRM has made themselves known to the PRM service provider they will be taken to the appropriate check-in desk.  If the check-in desk is not open and ready for passengers the PRMs will be either taken to the Special Assistance Waiting Area or requested to return at a specific time.
2. If it is practicable the PRM will be taken near to the front of the queue and presented to the check in agent.
   PRMs may make their own way to the check-in desk and/or through to departures but they should make themselves known to the PRM service provider if they will be requiring any assistance at a later stage.  
3. The PRM service provider will assist at the check-in stage, if required.  This can include assistance to load luggage onto the conveyor.
4. If PRMs requiring assistance are making their own way to the Departure Lounge the PRM service provider will advise them of the location of its Special Assistance Desk and at what time they must attend this desk. Failure to attend at the time advised may result in delayed boarding or exclusion of the flight.  Neither LLA nor the PRM service provider will be held responsible for any compensation or repatriation if a PRM misses their flight due to lack of attendance at the advised time.   
5. All efforts will be made to ensure that PRMs are taken through the security channels promptly and without undue stress.  Assistance will also be available for any search procedures.  Chairs are provided should PRMs need support in removing footwear.
6. There will be a Special Assistance Help Desk in Departures that will be serviced throughout by the PRM service provider.  Staff at this desk will advise customers of any delays or changes to the boarding of their flights in conjunction with the air carriers contracted staff.  They will also offer advice regarding the Departure Lounge facilities and offer assistance to and from the toilet facilities, if required.  This desk will be fitted with an induction loop.
7. In the event of delays, diversions or cancellations the PRM service provider will make every attempt to ensure that the PRM is able to access all the facilities and assisted as required.  

Assistance with boarding of PRMs on to the aircraft

1. Whenever practicable PRMs will be pre-boarded. However this operation can only be carried out when the aircraft is ready for the acceptance of passengers and there are many factors that could impact this.
2. Staff will assist PRMs through a stair free route to the point where they will be collected by the ambulift or other vehicle. Every effort will be made to keep PRMs dry and warm during any waiting or boarding of vehicles.   
3. PRMs not requiring the use of an ambulift (able to comfortably use the stairs) or other vehicle may board the aircraft through the normal departure gates but can be assisted or pre-boarded, whenever practicable.
4. PRMs using the ambulift or other vehicle may be joined by one helper. However the operator's discretion can be used in the inclusion of other members of the party.
5. All vehicles used in the transportation of PRMs will be clean and maintained to a satisfactory standard.  Care will be taken in the boarding and disembarking of PRMs and these duties will only be carried out by staff fully trained in the use of these vehicles.
6. If PRMs wish to stay in their own wheelchairs until boarding the aircraft they may do so as long as it is in agreement with their airline. Once approved, the PRMs wheelchair will be taken off of them once they are seated in the cabin and loaded in accordance with the
7. airline's regulations.  Electric wheelchairs may need to be specifically packaged in advance and each airline has their own restrictions.   
   PRMs will be assisted from the ambulift or other vehicle and assisted to their cabin seat.  

Assistance for the disembarkation of PRMs from the aircraft

1. Assistance will be available at the aircraft side for 99% of pre-booked PRMs when the aircraft arrives "on chocks" and for 100% of pre-booked PRMs within 5 minutes of "on chocks". 
2. Assistance should be available at the aircraft side for 90% of non pre-booked PRMs within 10 minutes of "on chocks" and for 100% of non pre-booked within 15 minutes of "on chocks".   
3. Whenever possible PRMs will be boarded last from the aircraft.
4. PRMs can be assisted into the arrivals halls even though they do not require a wheelchair.
5. PRMs can be joined by one carer in the ambulift. However the operator's discretion can be used in the inclusion of other members of the party.
6. PRMs may collect their wheelchair at the aircraft and use it to access the terminal building, on agreement with the airline. 
7. PRMs arriving from an International flight will be taken through the appropriate access door and to the front of the UK Border Control passport control queue depending on whether they are EU or NON EU pax, when practical.  If assistance is requested to help produce any paperwork then the assistance service provider will assist, on request.   
8. Once PRMs have completed the passport procedures or have entered the Domestic Arrivals Hall they will be assisted in the repatriation of their baggage.  Special Assistance Waiting areas are available where PRMs can wait until their luggage has been offloaded from the conveyor belt.
9. Once baggage has been collected the service provider will assist the PRM with their luggage out through the UK Border Control channels and to their next point of onward transportation.  Should the PRM be stopped by UK Border Agency staff the service provider will assist in any lifting of baggage, if required by the PRM.
10. If a PRM's baggage is missing or damaged the service provider will assist the PRM in completion of the PIR, if required. 
11. Should the PRM's mobility aid be lost or damaged during the airline process the service provider will loan a temporary suitable replacement and also fund and organise it's return to LLA.

The Care of PRMs

1. In the event of an evacuation of the terminal building the PRM service providers will attend any areas where PRMs may have difficulty evacuating the building, via the stairs, and will provide appropriate assistance to a safe and approved area.
2. The PRM service providers will carry out Health and Safety assessments of all loads, practices and operation of equipment relating to the assistance of PRMs. They will ensure a safe and appropriate means of carriage.  All PRM service providers will be fully trained in the use of any equipment used in the carrying out of their duties. 
3. All equipment used will be of an appropriate design, size and standard to comply with the demands of disability legislation and the regulations of Health and Safety.  They will be operated in accordance with the manufacturer's instructions.
4. All equipment will receive regular maintenance and servicing.  Any faulty items, that could prove hazardous, will be taken out of service immediately. Every effort will be made to keep equipment in a clean and tidy state.
5. The PRM service provider will ensure that their staff is fully trained in disability manual handling, awareness, etiquette and legislation. 
6. Consideration will be given to the individual requirements of each PRM with a service appropriate to their requirements, whenever reasonable.  PRMs will be treated with dignity at all times.  Their handling will be carried out in a safe, appropriate and respectful manner.  The nature of their disabilities will be treated with discretion at all times. 
7. The PRM service providers will enter into regular discussions with accredited disabled groups to broaden the scope of their knowledge relating to disability issues.
8. The PRM service provider will comply with all the regulations pertaining to the safe carriage of Assistance and Guide Dogs.  This scheme will be operated in conjunction with the Dept for Transport's recommendations.
9. The PRM service provider will provide a dedicated telephone line and internet address whereby PRMs can contact them in advance for advice.  These lines of contact will be staffed from 0900-1730 Monday to Fridays excluding Bank Holidays. 
10. All PRM complaints will be fully investigated and customers replied to within 5 working days.  Comments and complaints will be monitored and findings used constructively.