AIRPORT VOLUNTARY COMMITMENT ON PASSENGER RIGHTS
LONDON CITY AIRPORT 2004
Introduction
The European Commission (EC) and the 38-member European Civil Aviation Conference (ECAC)
launched two Passenger Service Commitments in February 2002. These voluntary commitments –
one from airlines and the other from airports – offer passengers a more uniform standard of care
from the airlines and airports that sign up to them. Each signatory will develop its individual
service plan, incorporating the relevant commitment. The commitments are the product of a task
force involving both the EC and ECAC, and representatives from the airport and airline industry in
Europe, consumer organisations, organisations representing people with reduced mobility and the
travel trade (tour operators and travel agents).
London City Airport signed up for this voluntary commitment in February 2003, although many of
the objectives outlined in the ECAC Code of practice have been implemented at the airport over the
past few years, with some having been established when the airport opened in 1986.
It has been agreed by the Department for Transport and the Airport Operators Association that each
signatory airport will produce an annual consumer report, based on passenger satisfaction results.
This annual consumer report covers passenger satisfaction in those areas listed in the Commitment
as being tested through surveys (trolley management, way finding and information desks,
cleanliness) in addition to statistics on responding to complaints.
The Department for Transport has proposed that the Airport Consultative Committee for each
airport should have an opportunity to comment on the report before it is sent to the Department.
PERSONS WITH REDUCED MOBILITY
Each airport will prominently publicise the services it offers for assisting passengers with reduced
mobility (PRMs). Most crucially each airport commits itself to the new special protocol on
"Meeting the needs of people with reduced mobility"
Definition of a person with reduced mobility (PRM)
A person with reduced mobility (PRM) is understood to mean any person whose mobility is
reduced due to any physical disability (sensory or locomotory), an intellectual impairment, age, or
any other cause of disability when using transport, and whose situation needs special attention or
adaptation of services ordinarily made available to all passengers.
Basic assumptions
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PRMs have the same rights as other citizens to freedom of movement and freedom of choice.
This applies to air travel as to all other areas in life.
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Airports and related service providers have a responsibility to meet the needs of PRMs. PRMs
also have a responsibility to identify their needs to the proper channels at the proper time.
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Information, using accessible formats, must be made available to enable PRMs to plan and
make their journey.
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Disability should not be equated with illness and therefore PRMs must not be required to make
medical declarations about their disability as a condition of travel.
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Organisations representing PRMs will be consulted on all issues relevant to PRMs.
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Staff will be given appropriate training in understanding and meeting the needs of PRMs.
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Control and security checks will be undertaken in a manner which respects the dignity of
PRMs.
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PRMs must be enabled to remain independent to the greatest possible extent.
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The cost of providing for the needs of PRMs must not be passed directly to PRMs.
PROVISION OF INFRASTRUCTURE
Each airport will ensure that its infrastructure is compatible with the needs of people with reduced
mobility and that this part of the service is provided in an efficient manner.
This will include:
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Access to landside and airside ground transport;
Parking, pick-up, drop-off and transfer arrangements;
Information provided both audibly and visually.
Currently, services to PRMs are provided by ICTS, under contract with the handling agents. Each
airline is charged a fee on a per usage basis. We are in the process of changing the contractual
arrangement to one where London City Airport will contract with a service provider, and recover
the costs equally from all airlines. The aim is to provide an improved service, with appropriate
lifting equipment to suit all aircraft types operating to the airport. No charge will be made to the
passenger for this service.
ASSISTANCE DURING PERIODS OF SIGNIFICANT DELAYS OR DISRUPTION
Each airport will make available the information given by airlines about expected delays and
update passengers as frequently as possible.
London City Airport encourages airlines and their handling agents to advise delayed passengers at
check-in of any arrangements made for them.
Subsequent information may be provided through the FIDS monitors, via the Public Address
system or by individual or group briefing.
Passengers and other members of the public are informed of the reason for the delay, when known,
and its expected duration. This information is updated regularly. The airport Operations Control
department monitors the information published on FIDS monitors, and ensures the latest
information is made available.
The airport Flight Information Display System (FIDS) provides information to passengers and
companies operating at the airport. Display are located on the concourse, in the restaurants and
throughout the departure lounge. Each handling agent has been provided with an input terminal to
enable them to keep information up to date. The airport’s Operations Control department monitors
the information provided, and will seek updates if information appears to be out of date, or
overtaken by events.
Each airport will have contingency plans for assisting involuntarily stranded passengers suffering
significant delay. This plan will address the most important needs of passengers, including
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appropriate seating arrangements, medical support and support for those with particular needs
such as families with young children.
Each airport will set up appropriate working arrangements with other organisations to provide
effective care for passengers in this situation.
Catering outlets at the airport will accept vouchers issued by airline representatives. They are also
kept informed of delays so that arrangements may be made for additional food and beverages to be
stocked. Catering companies are required to remain open throughout airfield and Terminal
operating hours.
Supplies of essentials, such as nappies and baby food, are available at various catering and retail
outlets.
Coaches to transfer passengers to a hotel, or to another airport in the event of delay or cancellation
are arranged through the handling agent. The Airport shuttle buses are not normally available for
hire.
While arrangements to provide meals and refreshments are a matter for each individual airline, the
airport requires each handling agent to ensure that all necessary arrangements are made where
flights are disrupted in any way including providing information to passengers, ensuring that a
member of their staff is present with the affected passengers throughout the disruption and
arranging alternative travel (to include transfer to and from alternative airports).
Failure to meet these standards may result in the airport company making the necessary
arrangements, and recharging the airline concerned.
Each airport will make every effort to ensure catering concessionaires remain open during such
periods.
The requirement to remain open during all periods when passengers can reasonably be expected to
be in the Terminal is enshrined within each concession agreement. The airport Customer Services
department advises concessions of anticipated delays, and monitors the availability of refreshments
and other requisites.
AIRPORT ACCESS AND GROUND TRANSPORTATION
Each airport will work closely with partners to develop and improve public transport. Wherever
possible airports will encourage public transport timetables to be co-ordinated with airline
schedules.
The UK Government's White Paper on the future of Transport "A New Deal for Transport: Better
for Everyone" established a national policy framework for integrated transport.
The Government has encouraged partnerships between airport operators, local authorities, PTA's,
etc, by requiring the establishment of Airport Transport Forums (ATF's) which prepare Airport
Surface Access Strategies (ASAS) to feed into Local Transport Plans (LTP's).
The key objectives of the Airport Transport Forum are:
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To make access to airports more sustainable,
To draw up short term and long term targets for increasing the use of public transport by
passengers and staff,
To devise a strategy for meeting these targets, for incorporation in Local Implementation Plans
for the London Integrated Transport Strategy
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To monitor implementation of the strategy.
Relationship with the Local Area
In the White Paper Government stressed the importance of integrating the Airport Transport
Strategies into Local Transport Plans and the emerging Regional Transport Strategies. Just as local
authorities are requested to consult businesses fully in the preparation of the Local Transport Plans,
so Local Authorities and business partners should be fully involved in developing Airport
Transport Strategies.
London City Airport have always been keen to partake, monitor and promote local transport
developments and thus, where possible, particpates in discussion groups, forums, working groups
and transport committees to ensure that such discussions considered the airport's operational
requirements and future development needs.
To ensure that such information is exchanged, the airport participates in the following:
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Airport Consultative Committee
London Chamber of Commerce & Industry, Transport Forum,
East London Business Partnership - Transport Task Force
Thames Gateway Transport Task Group
East London River Crossings Group
Docklands Light Rail extension to City Airport.
Bus Services
London City Airport operates shuttle bus services to Canning Town, and to Canary Wharf and
Liverpool Street Station. Both services operate on 10 minutes frequencies between 0600 and 2200.
London Transport buses 69 and 473 operate to London City, providing links to Canning Town,
Stratford, Leytonstone and North Woolwich. These services also operate on a 10 minute frequency.
The major public transport development is the extension of the Docklands Light Railway from
Canning Town to the airport, and eventually to link up with the Greenwich transit system south of
the Thames. Trains to Bank and Canary Wharf are expected to start running in late 2005.
Full details of shuttle buses, public car parking arrangements, taxis and London Transport buses are
contained within the London City Passenger Information booklet, copies of which may be obtained
from the Information Desk.
PROVISION OF INFRASTRUCTURE FOR CHECK-IN, BAGGAGE AND SECURITY
Each airport will provide appropriate infrastructure for business partners (airlines, ground
handling companies etc) for serving passengers at check-in, baggage delivery, security and border
control.
Check-in Desks
London City Airport currently has 26 check-in desks, plus facilities in the Departure Lounge for
check-in. In addition, some airlines offer check-in at their ticket desks.
Check-in desks are rented to handling agents, and are subject to reallocation on a seasonal or
monthly basis. A self-handling airline is required to enter into a similar agreement with London
City Airport. The split of desks may be varied, and neither handling agent nor self-handling airline
should expect to retain specific desks indefinitely. Generally, where demand exceeds supply, desk
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allocation is based on peak period passenger throughput handled by each agent. The same principle
applies to a self-handling airline.
Handling agents and airlines either operate a common check-in system, whereby passengers can
check-in for any carrier or flight over a group of desks, or a group of desks will be allocated for a
carrier to check-in for all of its flights and destinations.
London City aims to manage the desks so as to achieve maximum efficiency of what is a scarce
resource at the airport.
In addition to the check-in desks, British Airways and Lufthansa have installed self-service checkin machines. Air France intends to install similar machines later this year.
All hold baggage, both domestic and international, is screened by x-ray prior to loading on an
aircraft. Cabin baggage is screened at the point of entry into the departure lounge.
CUTE and DCS
The airport company has installed SITA Common Use Terminal Equipment (CUTE) at check-in
desks, in the Departure Lounge and in each gate lounge, as well as in the Arrivals Hall. Each
handling agent and self-handling airline must also be able to check-in passengers with hand
luggage and transfer passengers within the departure lounge, and at the ticket desk. It is the aim of
the airport company to facilitate the introduction of gate check-in, with the objective of achieving a
5-minutes before departure check-in close.
The airport company does not specify any selection criteria in the choice of Departure Control
System (DCS), except the requirement to operate through the SITA CUTE system.
Arrivals
By agreement from HM Customs, passengers arriving from the Isle of Man may utilise the CTA
arrivals channel, and then the domestic route. Passengers arriving from a domestic point on an
aircraft routed through the Channel Islands must utilise the CTA arrivals channel, and then the
international route.
Each handling agent has a desk and staff within the baggage hall, to handle all baggage enquiries,
including tracing action.
In 2002, we installed 3 new baggage delivery carousels, 2 for international flights, and 1 for
domestic flights.
Departure Gates
The control authorities have approved domestic, Common Travel Area and international passengers
sharing a common departure lounge. Domestic flights may board through any gate. CTA and
International flights may board through Gates 2-9.
Each handling agent provides a staffed information facility within the departure lounge with the
ability to check-in passengers with hand luggage and transfer passengers to be open whenever
passengers are reasonably expected to be in the departure lounge
The Metropolitan Police may exercise the controls defined within the Terrorism Act at the entry
point to the pier, or at any gate.
MAINTENANCE
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Each airport will ensure that all equipment used to serve passengers is subject to regular and
systematic maintenance in compliance with the manufacturers’ recommended guidelines. This is
particularly important for equipment critical for core airport operations – baggage handling
systems, escalators, moving walkways, air conditioning, lifts, car park equipment etc.
Maintenance is provided by PME Engineering and Maintenance, and a range of specialist subcontractors.
The maintenance arrangements cover:
1.
Planned Preventative Maintenance of all electrical and mechanical installations in
accordance with the asset register and Service Level Agreements
2.
Reactive Maintenance on a daily basis to all electrical and mechanical installations on site
as and when required (via helpdesk and emergency phone) in line with the priority matrix
detailing target response times
3.
Management of helpdesk function
4.
Maintenance and updates to the asset register held within the Concept Lite helpdesk system
as and when required
5.
Management of engineering stores and store person
EQUIPMENT SERVICED
Lifts
Pest Control
Baggage Belts
Check in weigh scales
Automatic doors
Water Hygiene
Gas Alarm system
Fire Detection system
Terminal glazing storage and
replacement
Methane Gas Alarm system
Terminal roof maintenance
Landside horticulture
Chiller maintenance
Advertising signage maintenance
Boiler maintenance
Building Management System (BMS)
Flatbeds/Baggage Tugs
Drainage
The Maintenance Contractor develops a partnership with the airport, through Service Level
Agreements (SLA’s) that serve to enhance and improve all operational aspects of the contracted
provision of maintenance. These SLAs seek to address issues such as performance targets and on
performance issues.
The Airport Company has set the following service standards for the provision of engineering
maintenance. Performance of the Contractor is measured against these standards.
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Service Level Agreements
Priority Target Response Times (Priority Matrix)
Customer Questionnaire
The Contractor attends monthly review meetings with the Airport Company to discuss performance
against standards.
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TROLLEY MANAGEMENT
Each airport will ensure that sufficient trolleys for passengers with hold baggage are available and
in good working order at all times at appropriate locations.
London City aims to have sufficient trolleys for all passengers with hold baggage. To ensure that
trolleys are in good working order at all times, our policy is to replace damaged trolleys, rather than
repair them.
Our Customer Services team manages the provision and distribution of trolleys throughout the
airport. All members of staff are encouraged to return abandoned trolleys to the nearest designated
storage area.
300 new trolleys were delivered to the airport on 2nd April. The old trolleys were removed by the
supplier, although a few are probably still hiding on the airport site.
WAY-FINDING AND INFORMATION DESKS
Each airport will ensure user-friendly and comprehensive signage, taking account of local culture
and language without compromising the benefits of consistency. All signs, brochures and other
materials and any modern technology (such as Internet pages) will be used in the simplest and
clearest way possible.
Each airport will have staffed information desks, wherever feasible, which will be open in line with
the airport or terminal’s operating hours.
All signage is in English, with appropriate internationally recognised symbols to assist passengers.
London City Airport aims to provide comprehensive information, to a consistent standard.
The airport information desk is located on the main concourse, and is open during Terminal
operating hours, currently (Summer 2004):
MON - FRI
SATURDAY
SUNDAY
Airfield Opening Hours
06:30 - 21:05
06:30 - 12:45
12:30 - 21:05
Terminal Opening Hours
05:30 - 21:15
05:30 - 13:00
11:00 - 21:15
Information desk staff also man the airport switchboard.
CLEANLINESS
Each airport will ensure that all public areas are kept clean at all times. Particular care will be
taken over the cleanliness of toilets and washrooms.
The Airport Customer Services team is responsible for the day-to-day management of the
Terminal,
We aim to maintain a high standard of cleanliness throughout the Terminal, with particular
emphasis on ensuring that toilets and catering areas are kept clean and in good order.
Cleaning is provided by MITIE Cleaning (South East). They have a resident on-site manager, and
have a presence at the airport throughout all of the Terminal operational period, as well as during
the night.
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The cleaning contract is managed by our Facilities Manager, Lisa Fenton, with hour-by-hour
monitoring by our Customer Services Team.
CUSTOMER COMMENT MANAGEMENT
Each airport will ensure that there are clearly promoted and understandable comment and
complaint procedures. Customer comments will be stored for easy access and management.
Each airport will establish a reliable method of monitoring, investigating and evaluating customer
compliments, comments and complaints. Under normal circumstances, each airport will provide a
response to a complaint within 28 days of receipt. When this does not permit sufficient time for a
complaint to be investigated, an interim response will be provided giving the reason for the delay.
LCY Customer Comment cards
Concessions: Bewleys
REGULAR REPORTING
Each airport will produce regular consumer reports (at least once a year) based on passenger
satisfaction results. These reports will be made available to the relevant national or international
bodies.
The performance indicators will usually take the form of passenger satisfaction levels measured
through regular monitoring in all those areas which are totally under the airports’ control.
Examples of exceptions to this are:
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During times where contingency plans are in operation to deal with severe disruption.
When check-in, baggage handling and security is provided by a third party.
On issues of airport access when services are provided by transport partners.
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