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Service 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 Omniserv Ltd

 

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

Performance at Liverpool Airport for the periods October 2019 to March 2020 and for April 2020 to September 2020 against these Service Level Agreements can be found below. PRM refers to Passengers with reduced mobility and includes but is not limited to mobility, visual, audio, cognitive and sensory impairments.

 

Quality Standards - October 2020 - March 2021

Access full table here.

Quality Standards - April 2020 - September 2020

  Departing Arriving
  Standard (waiting time once PRM made themselves known) Target  April May June July August September Standard (time assistance available at gate or aircraft side  from arrival on chocks ) Target April May June July August September
Pre-booked Numbers of PRMs   1 0 16 238 443 556 Numbers of PRMs   0 1 16 184 322 459
10 mins 80%              5 mins 80.00%     37.50% 68.48% 76.71% 76.47%
 20 mins 90%             10 mins 90.00%     87.50% 95.11% 88.82% 89.76%
 30 mins 100%              20 mins 100.00% 100.00% 100.00% 100.00% 99.46% 99.07% 98.69%
                30 mins   100.00% 100.00% 100.00% 100.00% 99.69% 99.78%
                45 mins   100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
                60 mins   100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

Non pre-booked

Numbers of PRMs   20 43 76 117 168 159 Numbers of PRMs   5 14 23 62 118 109
 25 mins 80%             25 mins 80% 100.00% 100.00% 95.65% 95.16% 98.31% 100.00%
35 mins 90%             35 mins 90% 100.00% 100.00% 95.65% 100.00% 100.00% 100.00%
 45 mins 100%             45 mins 100% 100.00% 100.00% 95.65% 100.00% 100.00% 100.00%
                60 mins   100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
                75 mins   100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

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.