London Daily

Focus on the big picture.
Thursday, Feb 19, 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
UK Inflation Slows Sharply in January, Strengthening Case for Bank of England Rate Cut
Hide the truth, fake the facts, pretend the opposite, Britain is as usual
France President Macron says Free Speech is Bull Sh!t
Viktor Orbán getting massive praise for keeping Hungary safe, rich and migrant-free!
UK Inflation Falls to Ten-Month Low, Markets Anticipate Interest Rate Cut
UK House Prices Climb 2.4% in December as Market Shows Signs of Stabilisation
BAE Systems Predicts Sustained Expansion as Defence Orders Reach Record High
Pro-Palestine Activists Cleared of Burglary Charges Over Break-In at UK Israeli Arms Facility
Former Reform UK Councillors Form New Local Group Amid Party Fragmentation
Reform UK Pledges to Retain Britain’s Budget Watchdog as It Seeks Broader Economic Credibility
Miliband Defends UK-California Clean Energy Pact After Sharp Criticism by Trump
University of Kentucky to Host 2026 Summer Camps Fair Connecting Families with Local Programmes
UK Police Forces Assess Claims Jeffrey Epstein Used Stansted Airport Flights in Trafficking Network
UK-Focused Equity ETF FLGB Climbs to Fresh 52-Week Peak on Strong Market Sentiment
Trump Warns UK’s Chagos Islands Agreement Is a “Big Mistake” Amid Strategic Security Debate
Trump Urges UK to Retain Sovereignty Over Diego Garcia Amid Strategic Concerns
Italian Police Arrest Man After Alleged Attempt to Abduct Toddler at Bergamo Supermarket, Child Hospitalised With Fractured Femur
Rupert Lowe wanted to deport rape gangs and the communities who protected them
Reform UK Appoints Former Conservative Minister Robert Jenrick as Finance Chief
UK Unemployment Rises to Highest in Nearly Five Years as Labour Market Weakens
Rupert Lowe Advocates for English-Only Use in the UK
US Successfully Transports Small Nuclear Reactor from California to Utah
South Korea's traditional sand wrestling sport ssireum faces declining interest at home
Japan outlawed Islam
Virginia Giuffre accuses Epstein of trafficking to powerful men for blackmail.
New Mexico lawmakers initiate investigation into Zorro Ranch linked to Jeffrey Epstein
British Tourist Arrested at Hong Kong Airport After Meltdown and Vandalism
The Spanish government has ordered prosecutors to investigate platforms X, Meta and TikTok for allegedly spreading AI-generated child sexual abuse material
European Commission Plans Purchase Incentives Limited to Vehicles Manufactured Largely in the EU
French District of Pas-de-Calais Introduces Immediate License Suspension for Drivers Using Mobile Phones
Volkswagen Targets €60 Billion in Cost Reductions as Sales Decline and Global Pressures Intensify
Nigel Farage Names Reform UK Frontbench Team and Signals Zero Tolerance for Internal Dissent
Qualcomm to Withdraw UK Lawsuit Over Smartphone Chip Royalty Dispute
Major UK Banks Explore Domestic Card Network to Rival Visa and Mastercard
Cold Health Alert Issued Across UK as Temperatures Drop Sharply
Nine-Year-Old Becomes First Child in UK to Undergo Groundbreaking Leg-Lengthening Surgery
UK Workers Face Stagnant Incomes and a Softening Labour Market as Unemployment Climbs
UK Passport Rules Tightened for British Dual Nationals Under New Travel Guidance
California Deepens Global Climate Alliance with New UK Pact and Major Clean-Tech Investment Drive
UK Supreme Court Tightens Rules on Use of ‘Milk’ and ‘Cheese’ Labels for Plant-Based Products
University of Kentucky Postpones Feb. 19 Law Enforcement Training Exercise in Lexington
‘The only thing illegal is Keir Starmer handing these islands to a country like Mauritius!’
JD Vance says Germany is “killing itself” by taking in millions of fake asylum seekers from culturally incompatible nations.
UK Markets Signal Opportunity as Starmer Confronts Intensifying Political Pressure
Trump Criticises Newsom’s UK Climate Pact, Defends Federal Authority Over Foreign Engagements
UK’s Top Prosecutor Says ‘No One Is Above the Law’ as Police Review Claims Against Ex-Prince Andrew
Businessman Adam Brooks weighs in on the reports that the US is set to help Hamit Coskun flee the UK, over free speech concerns
U.S. Attorney General Pam Bondi Releases 3.5 Million Pages of Jeffrey Epstein Case Files
US Secretary of State Marco Rubio Comment on European allies report blaming Russia for killing late Kremlin critic Alexei Navalny using toxin from poison dart frogs
Eighty-Year-Old Lottery Winner Sentenced to 16.5 Years for Drug Trafficking
×