New CAA report rates airports on quality of assistance for passengers with a disability or reduced mobility
Humberside Airport scores 'Very Good'
- 30 UK airports assessed on how well they support passengers with a disability or reduced mobility
- New CAA report shows that overall UK airports provide a high quality of assistance
- 10 airports rated 'very good' and only one airport was rated poor
- CAA committed to driving improvements through its new performance framework, the first of its kind in Europe, which will help ensure consistently high quality assistance at UK airports
- Findings supported by CAA's recent consumer research, which reveals 85 per cent of passengers who use assistance are either satisfied or very satisfied with their experience
The quality of assistance airports provide to disabled people and those with reduced mobility is the focus of a new performance report by the UK Civil Aviation Authority.
Under European regulations, airports and airlines must provide help and support to disabled passengers and those with reduced mobility, to better enable this group of people to travel by air.
During 2015/2016 the CAA established a new performance framework and worked with 30 of the busiest UK airports to assess each of them against a number of key measures.
These measures included:
- How long passengers have to wait for assistance (both departure and arrival)
- The levels of passenger satisfaction with the assistance provided, gathered from CAA passenger surveys and airports'* own surveys
- How much consultation airports had with disability organisations regarding assistance services, what consultation methods were used, if issues were addressed and what, if any, action was taken
The new framework has been introduced by the CAA in order to ensure there is a consistent and high quality service for disabled passengers and those with reduced mobility across UK airports. It will also help the CAA identify dips in performance so that it can act quickly and work with airports to ensure that the issues are addressed effectively. If necessary the CAA can also take enforcement action to ensure services are improved for passengers.
All 30 airports have now been assessed and given a performance rating of either very good, good, taking steps, or poor. Airports with performance ratings very good or good, and those that have 'taken steps' to improve performance, account for 97 per cent of all travellers that use the assistance service at airports.