East Midlands Airport Passenger Services Service Standards 2018 Departures Parameter Pre-Booked Assistance Non Pre-Booked Assistance 80% of customers should wait 80% of customers should wait no longer than 10 minutes for no longer than 25 minutes for assistance assistance Waiting time for assistance 90% of customers should wait 90% of customers should wait (after making themselves no longer than 20 minutes for no longer than 35 minutes for known to the Passenger assistance assistance Services Team) 100% of customers should 100% of customers should wait wait no longer than 30 no longer than 45 minutes for minutes for assistance assistance Arrival at the gate in time for a timely boarding (Passenger to Passenger Services will make have checked in at least 60 100% Customers all reasonable efforts to assist minutes before departure in a timely manner time) Arrivals Parameter Pre-Booked Assistance Non Pre-Booked Assistance 80% of aircraft arrivals within 5 80% of aircraft arrivals within minutes of chocks’ 25 minutes of chocks’ ‘on ‘on Arriving passengers who require assistance will be met 90% of aircraft arrivals within 90% of aircraft arrivals within by the Passenger Services 10 minutes of chocks’ 35 minutes of chocks’ ‘on ‘on team at the aircraft side for; 100% of aircraft arrivals within 100% of aircraft arrivals within 20 minutes of chocks’ 45 minutes of chocks’ ‘on ‘on We will respond within 10 days of receipt of a complaint on 95% Complaints of occasions We will respond in writing within 15 days of receipt of a complaint on 100% of occasions
East Midlands Airport Passenger Services Service Standards 2018 Departures Parameter Pre-Booked Assistance Non Pre-Booked Assistance Waiting time for assistance (after making themselves known to the Passenger Services Team) 80% of customers should wait no longer than 10 minutes for assistance 80% of customers should wait no longer than 25 minutes for assistance 90% of customers should wait no longer than 20 minutes for assistance 90% of customers should wait no longer than 35 minutes for assistance 100% of customers should wait no longer than 30 minutes for assistance 100% of customers should wait no longer than 45 minutes for assistance Arrival at the gate in time for a timely boarding (Passenger to have checked in at least 60 minutes before departure time) 100% Customers Passenger Services will make all reasonable efforts to assist in a timely manner Arrivals Parameter Pre-Booked Assistance Non Pre-Booked Assistance Arriving passengers who require assistance will be met by the Passenger Services team at the aircraft side for; 80% of aircraft arrivals within 5 minutes of ‘on chocks’ 80% of aircraft arrivals within 25 minutes of ‘on chocks’ 90% of aircraft arrivals within 10 minutes of ‘on chocks’ 90% of aircraft arrivals within 35 minutes of ‘on chocks’ 100% of aircraft arrivals within 20 minutes of ‘on chocks’ 100% of aircraft arrivals within 45 minutes of ‘on chocks’ Complaints We will respond within 10 days of receipt of a complaint on 95% of occasions We will respond in writing within 15 days of receipt of a complaint on 100% of occasions