Originally Posted by
wiggy
HAL “own” this but as with almost everything in the U.K. the PRM service has been subbed out, in this case to a company called Omniserve.
Contact details for both HAL and Omniserve can be found through the “contact us” page here:
https://www.heathrow.com/airport-gui...ow-to-get-help
Under "About Omniserve" it includes a link to a service level agreement (SLA) from which the following excerpts may be of interest:
Departing Passengers
Pre-booked (36 hours in advance)
• 97% of all departing passengers with reduced mobility are not kept waiting any longer than 10
minutes from request from customer service.
• 99% of all departing passengers with reduced mobility are not kept waiting any longer than 17
minutes from request from customer service.
• 100% of all departing passengers with reduced mobility are not kept waiting any longer than 30
minutes from request from customer service.
• 100% of all pre-booked departing passengers will arrive at the boarding gate in time to meet their
flight
• 100% of all pre-booked passengers on connecting flights through Heathrow arrive at the boarding
gate in time to meet their departing flight
Arriving Passengers
Pre-booked (36 hours in advance)
• 96%: Attend pre-notified arriving passengers with reduced mobility within 5 minutes with first
agent from request for customer service.
• 99%: Attend all subsequent arriving passengers with reduced mobility within 15 minutes for
request for customer service.
• 100%: Attend all subsequent arriving passengers with reduced mobility within 20 minutes for
request for customer service.
Sadly the SLA doesn't include any wording to cover what should happen in the event the SLA is breached but it might be a useful bit of ammunition for someone to use.