London Daily

Focus on the big picture.
Sunday, Sep 20, 2026

Airports told to stop failing disabled passengers

Airports told to stop failing disabled passengers

Airports must stop failing disabled passengers or they could face legal action, the UK regulator has warned.

The Civil Aviation Authority (CAA) said it understood the recruitment challenges facing the industry but some recent incidents were "unacceptable".

In some cases disabled passengers had been left waiting hours on planes for help to get off, it said.

The industry has been struggling with staff shortages in recent months.

Airlines and airports cut thousands of jobs during the pandemic, when Covid restrictions virtually shut down international travel.

However, since the demand for flights has returned they have found it difficult to recruit and train new staff quick enough, leading to delays and cancellations.

In a letter to airports, the CAA said assistance was continuing to be provided in a timely manner "for the vast majority of passengers".

But the regulator said it was "disappointing" there had been a "dip in performance at some airports" in recent months, with more disabled and less mobile passengers having to wait longer for assistance than usual.

It said it was "very concerned" about increased reports of "significant service failings", including passenger's wheelchairs not being unloaded in a timely manner and disabled individuals being helped off planes hours after other flyers.

The CAA added that a higher proportion of passengers at some airports were also using assistance services, although the cause of this increase in demand was not clear.

The regulator said it would be asking all airports with a high number of passengers using assistance services to set out by 21 June what measures they had taken to stop "significant service failures happening in the future".

"We will continue to closely monitor the quality of service provided and if these significant service failures continue, we will consider what further action is needed, including using enforcement powers," it added.

The CAA has powers to investigate and prosecute breaches of aviation rules and some breaches of consumer protection requirements.

The BBC's Frank Gardner said he had been left waiting for assistance several times


Earlier this week, one disabled passenger, Victoria Brignell, said she was left on a plane at Gatwick for more than an hour and a half after it had landed, despite booking assistance three months in advance.

Another wheelchair user said he waited more than two hours for someone to help him disembark at Manchester Airport.

Both airports apologised, with Manchester blaming staff shortages.

BBC security correspondent Frank Gardner, who uses a wheelchair, said such situations were becoming "depressingly familiar".

"The airports seem to be slipping back. The level of investment and effort that goes into making money at these airports isn't matched by the effort and money that needs to go into getting disabled passengers off the plane at the same time as everybody else," he said earlier this week.

How do you book (and complain) about airport assistance?


* The UK government recommends passengers request assistance through their airline, tour operator or travel agent at least 48 hours before travel

* If a passenger has not pre-notified, assistance will always still be provided but you might have to wait longer to be helped

* If things go wrong and you're unhappy, the CAA recommends you take your complaint directly to the airline or airport

* If you remain dissatisfied, you can refer your complaint to an alternative dispute resolution (ADR) body which provides alternative methods, such as mediation and conciliation, instead of going to court

Newsletter

Related Articles

0:00
0:00
Close
Ed Sheeran Tour Faces Backlash After Macklemore Is Removed Over Pro-Palestinian Remarks
Vandalism of Traffic Cameras Intensifies Across Parts of England
Nearly 300 Evacuated as Fire Hits Grand Burstin Hotel in Folkestone
King Charles Warns AI Executives About Risks From Uncontrolled Technology
Church of England Apologises for Role in Historical Forced Adoption Practices
UK Debate Over Online Speech Intensifies After Arrest Figures Draw Scrutiny
Oxfordshire Village Holds Symbolic Independence Vote Over Asylum Accommodation Plan
Nigel Farage and Richard Tice Sue National Crime Agency Over Alleged Banking Data Leaks
Apple Introduces Stricter Age Checks for UK Accounts
BBC Cash Reserves Fall 66% to £125 Million as Broadcaster Restructures
McLaren Announces £500 Million UK Investment and Plans 1,000 Jobs
Green Party Wins Historic Gorton and Denton By-Election as Labour Falls to Third
Burnham Government Prepares October Budget Under Growing Fiscal Pressure
UK Energy Suppliers Pull Fixed-Price Deals as Wholesale Markets Turn More Volatile
Bank of England Holds Rates at 3.75% as Middle East Energy Shock Raises Inflation Risks
Addison Lee Founder Loses £20 Million UK Tax Tribunal Case
BrewDog Creditors Face Losses on About £190 Million of Debt
Harrods Seeks to Recover Abuse Compensation Costs From Mohamed Al Fayed’s Estate
Ed Davey Targets Reform UK as Liberal Democrat Conference Opens
Great Britain Retail Sales Rise 0.5% in August
NHS England Approves Life-Extending Treatment for Incurable Breast Cancer
Proposals to Limit NHS ADHD Diagnoses Draw Criticism From Patient Groups
Resolution Foundation Warns of Housing Cost Crunch for Low-Income UK Families
BBC Cash Reserves Fall to Decade Low as Annual Deficit Reaches £121 Million
Millisecond Software Error Triggered Major UK Air Traffic Control Disruption
Twenty Women Underwent Unnecessary Mastectomies During NHS Cancer Care
Sensitive UK Police Data Found Vulnerable to Access by Foreign Actors
British Steel Faces Renewed Pressure for a Long-Term Financial Plan
MPs Urge Government to End Thames Water Restructuring Talks With U.S. Hedge Funds
Andy Burnham Warns of Difficult UK Budget Choices as Inflation Returns to 3.1%
England Tightens School Food Standards With Restrictions on Deep-Fried and High-Sugar Foods
Oxfordshire Village Votes Symbolically to Leave UK Over Proposed Asylum Centre
Michael Marra Elected Leader of Scottish Labour
BBC Cash Reserves Fall Sharply as Financial Pressures Mount
George Osborne Calls for UK to Rejoin EU Customs Union
UK Explores Joining Canada-Led Global Defence Bank
Thirlwall Inquiry Highlights Management Failures Surrounding Lucy Letby Crimes
Parliamentary Committee Calls for New UK Law to Address AI Risks to Human Rights
UK Considers Giving Regional Mayors Greater Oversight of Water Companies
UK Opposition Presses Burnham for Stronger Response to Russian Security Threats
Reform UK Faces Scrutiny Over £72 Million in Donations as Political Finance Rules Tighten
Millisecond Software Failure Behind UK Air-Traffic Outage That Cancelled More Than 2,000 Flights
Bank of England Holds Interest Rate at 3.75% as Energy Prices Complicate Inflation Outlook
Burnham Warns of Difficult Choices in October Budget as UK Inflation Rises to 3.1%
Addison Lee Founder Loses £20.5 Million Non-Domicile Tax Case
BrewDog Creditors Face Heavy Losses After Collapse
Thirteenth Metropolitan Police Officer Dismissed Over Charing Cross Conduct
Oxfordshire Village Votes Symbolically to Leave UK Over Asylum Accommodation Plan
NHS Approves Life-Extending Treatment for Women With Incurable Breast Cancer
Software Defect Blamed for Major UK Air Traffic Disruption
×