London Daily

Focus on the big picture.
Saturday, Feb 22, 2025

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
UK Prison Officer Sentenced for Inappropriate Conduct with Inmate
Good News: Senate Confirms Kash Patel as FBI Director
Officials from the U.S. and Hungary Engage in Talks on Economic Collaboration and Sanctions Strategy
James Bond Franchise Transitions to Amazon MGM Studios
Technology Giants Ramp Up Lobbying Initiatives Against Strict EU Regulations
Alibaba Exceeds Quarterly Projections Fueled by Growth in Cloud and AI
Tequila Sector Faces Surplus Crisis as Agave Prices Dive Sharply
Residents of Flintshire Mobile Home Park Grapple with Maintenance Issues and Uncertain Future
Ronan Keating Criticizes Irish Justice System Following Fatal Crash Involving His Brother
Gordon Ramsay's Lucky Cat Restaurant Faces Unprecedented Theft
Israeli Family Mourns Loss of Peace Advocate Oded Lifschitz as Body Returned from Gaza
Former UK Defense Chief Calls for Enhanced European Support for Ukraine
Pope Francis Admitted to Hospital in Rome Amid Rising Succession Speculation
Senate Republican Leader Mitch McConnell, at the age of 83, Declares His Retirement.
Whistleblower Reveals Whitehall’s Focus on Kabul Animal Airlift Amid Crisis
Politicians Who Deliberately Lie Could Face Removal from Office in Wales
Scottish Labour Faces Challenges Ahead of 2026 Holyrood Elections
Leftwing Activists Less Likely to Work with Political Rivals, Study Finds
Boris Johnson to Host 'An Evening with Boris Johnson' at Edinburgh's Usher Hall
Planned Change in British Citizenship Rules Faces First Legal Challenge
Northumberland Postal Worker Sentenced for Sexual Assaults During Deliveries
British Journalist Missing in Brazil for 11 Days
Tesco Fixes Website Glitch That Disrupted Online Grocery Orders
Amnesty International Critiques UK's Predictive Policing Practices
Burglar Jailed After Falling into Home-Made Trap in Blyth
Sellafield Nuclear Site Exits Special Measures for Physical Security Amid Ongoing Cybersecurity Concerns
Avian Influenza Impact on Seals in Norfolk: Four Deaths Confirmed
First Arrest Under Scotland's Abortion Clinic Buffer Zone Law Amidst International Controversy
Meghan Markle Rebrands Lifestyle Venture as 'As Ever' Ahead of Netflix Series Launch
Inter-Island Ferry Services Between Guernsey and Jersey Set to Expand
Significant Proportion of Cancer Patients in England and Wales Not Receiving Recommended Treatments
Final Consultation Launched for Vyrnwy Frankton Power Line Project
Drug Misuse Deaths in Scotland Rise by 12% in 2023
Failed £100 Million Cocaine Smuggling Operation in the Scottish Highlands
Central Cee Equals MOBO Awards Record; Bashy and Ayra Starr Among Top Honorees
EastEnders: Four Decades of Challenging Social Norms
Jonathan Bailey Channels 'Succession' in Bold Richard II Performance
Northern Ireland's First Astronaut Engages in Rigorous Spacewalk Training
Former Postman Sentenced for Series of Sexual Offences in Northumberland
Record Surge in Anti-Muslim Hate Crimes Across the UK in 2024
Omagh Bombing Inquiry Concludes Commemorative Hearings with Survivor Testimonies
UK Government Introduces 'Ronan's Law' to Combat Online Knife Sales to Minors
Metal Detectorists Unearth 15th-Century Coin Hoard in Scottish Borders
Woman Charged in 1978 Death of Five-Year-Old Girl in South London
Expanding Sinkhole in Godstone, Surrey, Forces Evacuations and Road Closures
Bangor University Announces Plans to Cut 200 Jobs Amid £15 Million Savings Target
British Journalist Charlotte Peet Reported Missing in Brazil
UK Inflation Rises to 3% in January Amid Higher Food Prices and School Fees
Starmer Defends Zelensky Amidst Trump's 'Dictator' Allegation
Zelensky Calls on World Leaders to Back Peace Efforts in Light of Strains with Trump
×