UK airports audit their service to disabled passengers

The Civil Aviation Authority's audit of its airports revealed that while most are serving disabled passengers well, some like Heathrow offer a 'poor' service.  

Anna Bird, Director of Policy at disability charity Scope, said: 

“It’s very encouraging to see the Civil Aviation Authority (CAA) taking seriously how their airports serve disabled customers.

“We hope they take swift action to bring those lagging behind up to scratch, and that more disabled travellers have a good experience in the UK’s airports.

“Research shows businesses - from transport operators to financial service companies to retailers - too often fail to recognise the needs of disabled consumers. As a result they could be missing out on their share of  £420 million of revenue a week. 

“All companies need to get better at serving disabled consumers, and charities and disabled people’s organisations are ready and available to support them.”

 

Notes to the editor:

Extra Costs Commission’s Interim Technical Report (2015) on consumer habits of disabled people. The Commission calculated that the potential loss of money from businesses as a result of poor customer service and disability awareness was £1.8 billion a month, which is equivalent to £420 million a week. 

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