The aviation regulator has reported that disabled passengers’ are receiving unacceptable treatment at four of the UK’s seven busiest airports. Manchester was the only airport to be rated as “poor”, however, London Gatwick, London Stansted and Birmingham were told by the Civil Aviation Authority (CAA) that they “need improvement”. The research found that some passengers on incoming flights at Manchester were left waiting on planes for more than an hour before assistance arrived.
Improved Service for Disabled Passengers at Many UK Airports
Neil Heslop, chief executive of Leonard Cheshire, said “it is not acceptable” that some major gateways to the UK are treating passengers with disabilities poorly. London Heathrow was rated as poor in the 2017 study but was one of 26 airports that managed to achieve a “good” or “very good” rating this year, many of these airports have improved wheelchair accessibility in recent years. There are more than three million requests for assistance from disabled passengers at UK airports, this total is up 80% from 2010. CAA findings show that 83 percent of these passengers say they are “satisfied” with the service, and 54% are “very satisfied”.
Manchester was the only airport to be rated as “poor”, however, London Gatwick, London Stansted and Birmingham were told by the Civil Aviation Authority (CAA) that they “need improvement”.
CAA Responds to Findings
Manchester Airport has acknowledged the survey findings, committing to making further improvements to meet the required standards. The CAA’s consumer and markets director, Paul Smith, noted: “The improved performance of many airports means disabled passengers should have even more confidence to travel from UK airports. Where we see examples of bad practice, we will not hesitate to hold airports to account and take the necessary enforcement action”.
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