London Stansted Airport: Special Assistance service levels Winter 2019/2020

Departing Arriving Time Time assistance Target Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 assistance Target Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 available available Numbers Numbers of 8274 4763 5785 4954 4346 2692 9383 4354 4758 3570 3054 2112 of PRMs PRMs Pre- 10 mins 80% 96.04% 93.85% 94.56% 91.78% 86.00% 91.67% 5 mins 80% 92.79% 85.90% 83.12% 89.66% 86.35% 90.77% booked 20 mins 90% 100.00% 99.23% 98.64% 97.95% 98.00% 100.00% 10 mins 90% 97.08% 91.85% 90.33% 94.43% 92.31% 95.22% 30 mins 100% 100.00% 99.23% 100.00% 100.00% 98.00% 100.00% 20 mins 100% 99.50% 97.22% 97.86% 98.57% 98.17% 98.77% 30mins 99.69% 99.27% 99.50% 99.64% 99.74% 99.62% 45mins 99.93% 99.98% 99.98% 100.00% 100.00% 100.00% 60mins 100.00% 100.00% 99.98% 100.00% 100.00% 100.00% 90mins 100.00% 100.00% 99.98% 100.00% 100.00% 100.00% Numbers Numbers of 1974 2204 1898 2447 2193 1319 3212 1076 1229 1082 1205 937 of PRMs PRMs 25 mins 80% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 25 mins 80% 99.63% 97.03% 98.62% 99.45% 98.92% 98.40% Non 35 mins 90% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 35 mins 90% 99.78% 99.35% 99.76% 99.91% 99.92% 99.04% pre- 45 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 45 mins 100% 99.93% 99.91% 99.84% 100.00% 99.92% 100.00% booked 60mins 100.00% 100.00% 99.92% 100.00% 100.00% 100.00% 75mins 100.00% 100.00% 99.92% 100.00% 100.00% 100.00% 90mins 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

Missed flights: Passengers with Special Assistance

Date Airline Pre- Reason Outcome (if known) booked 18/10/2019 Ryanair N Checked in at landside at -38 min. Advised late arrival (got Booked on new flight with EZY to Toulouse from LGW.Coach organised from STN to stuck in traffic).They made own way. Got stuck in security due LGW at 1625. to medical fluids. Missed flight and returned to LS desk. 22/10/2019 Ryanair Y Checked in -35 min/checked in 13:05 for 13:40/ departure. Booked own flight. Made own way to gate. 24/10/2019 Ryanair N/A Passenger never booked assistance, never checked in at LS Dealt with Ryanair directly. Stayed at LS area overnight until new flight at 05:55 the desk. Agent got stuck at Check in and Security. following day - now checked in at LS for WCHR. 02/11/2019 Ryanair Y Passenger being taken to a gate that was later on changed. Flight has been booked on the next day in the morning. Night spent in a hotel.

13/11/2019 Ryanair Y Passenger has been taken late to the gate. Flight has been booked departing on the same day. 30/11/2019 Ryanair Y System error. Gate closed by the time passenger was moved. Flight has been booked departing on the same day. 01/12/2019 Ryanair Y Staff turnaround. Flight has been booked departing on the same day. 01/12/2019 Ryanair Y Passenger was late. N/A 01/12/2019 Ryanair Y Staff turnaround. Flight has been booked departing on the same day. 01/12/2019 Jet2 N Passenger was late. N/A 09/12/2019 Ryanair Y System issue. Flight has been booked departing on the same day from Luton. 16/12/2019 Ryanair Y Allocation Error. Flight has been booked departing on the same day. 27/12/2019 Ryanair Y Staff turnaround. Spent night in a hotel and flight has been booked departing on the next day. 27/12/2019 Ryanair Y Staff turnaround. Spent night in a hotel and flight has been booked departing on the next day. 27/12/2019 Ryanair Y Member of staff called passenger without noticing he was deaf. Flight has been booked departing on the next day and passenger was picked up. 27/12/2019 Ryanair Y Staff turnaround. Flight has been booked departing on the next day. 03/01/2020 Ryanair Y Miscommunication. Paid for flight tickets for the next flight on the same day to Toulouse and for cab from Toulouse to Carcasonne after arriving.

03/01/2020 Ryanair Y Miscommunication. Paid for flight tickets for the next flight on the same day to Toulouse and for cab from Toulouse to Carcasonne after arriving. 03/01/2020 Ryanair Y Miscommunication. Paid for flight tickets for the next flight on the same day to Toulouse and for cab from Toulouse to Carcasonne after arriving. 03/01/2020 Ryanair N Miscommunication. Paid for flight tickets for the next flight on the same day to Toulouse and for cab from Toulouse to Carcasonne after arriving. 20/01/2020 Ryanair Y System issue.The passenger was been taken to a gate that later N/A on has changed. 30/01/2020 Ryanair Y System issue.The passenger was been taken to a gate that later Flight has been booked departing on the next day in the morning. Night spent in a on has changed. hotel. 01/02/2020 Ryanair Y System issue.The passenger was been taken to a gate that later Flight has been booked departing on the next day in the morning. Night spent in a on has changed. hotel. 21/02/2020 Ryanair Y Miscommunication. Flight has been booked departing on the next day in the morning. Night spent in a hotel. 02/03/2020 Ryanair Y System issue.The passenger was been taken to a gate that later Flight has been booked departing on the same day to different destination and on has changed. arranged onward taxi travel.

Waits of more than 45 minutes: Arriving passengers with Special Assistance

Time arrived at gate Date Airline Flight number Pre-booked (Y/N) / aircraft side Delay length Reason 24/04/2019 FR FR702 No 24/04/2019 18:42 64 Allocation mistake. 24/04/2019 FR FR702 No 24/04/2019 18:42 64 Allocation mistake. 24/04/2019 FR FR702 No 24/04/2019 18:42 64 Allocation mistake. 02/05/2019 FR FR4953 Yes 02/05/2019 13:50 49 Unknown Vehicle went for service during task. 25/05/2019 FR FR2405 Yes 25/05/1900 17:16 53 Driver changed vehicle. 25/05/2019 FR FR8975 Yes 25/05/2019 00:45 53 Night operation reduced staff. 27/07/2019 MT MT505 Yes 27/07/2019 05:02 61 Unknown 27/07/2019 MT MT505 Yes 27/07/2019 05:02 61 Unknown 27/07/2019 MT MT505 No 27/07/2019 05:02 61 Unknown 21/09/2019 FR FR515 Yes 21/09/2019 16:43 49 Allocation mistake. 28/09/2019 FR FR799 Yes 28/09/2019 00:34 61 Unknown 12/10/2019 FR FR8554 6 Yes,2 No 12/10/2019 00:34 49 Late allocation and driver's fault. 02/11/2019 FR FR973 Yes 02/11/2019 19:01 51 Late allocation. 11/11/2019 U2 U23152 No 11/11/2019 18:24 46 Late allocation and driver's fault. 18/12/2019 FR FR1686 No 18/12/2019 08:20 53 Late allocation.