Airport receives ‘Very Good’ CAA rating for quality of service provided to passengers with a disability

UK aviation encouraging more people with a disability to fly but four airports told they must improve 

  • Numbers of UK passengers with a disability travelling by air grows by more than two thirds since 2010 – far exceeding overall passenger growth over the same period
  • New CAA report shows majority of UK airports offer ‘very good’ or ‘good’ service for disabled travellers but East Midlands, Exeter, Heathrow and Manchester, are rated ‘poor’
  • CAA demands action from ‘poor’ airports and will monitor progress as improvements are made

The UK Civil Aviation Authority (CAA) has today published a report that assesses the top 30 UK airports on the quality of assistance they provide to passengers with a disability.  It shows that the number of people with a disability requesting extra help when travelling by air continues to grow significantly and has now reached over three million journeys in 2016 – a rise of over 66 per cent since 2010.  The report reveals that the majority of UK airports are providing ‘very good’ or ‘good’ support.  But four airports have not met the CAA’s expectations and have been told they must improve.

The CAA’s framework, the first of its kind in Europe, was introduced to ensure there is a consistent and high quality service for disabled passengers across UK airports. The CAA assesses airports against a number of measures to establish how well they are performing for disabled passengers.  Where airports regularly under-perform, the CAA can take enforcement action to ensure services are improved.

Of the airports reviewed, six were rated ‘very good’, 20 rated as ‘good’ and four rated as ‘poor’.  Those with ‘very good’ and ‘good’ ratings have performed well in areas such as customer satisfaction, waiting times and engagement with disability organisations. East Midlands, Exeter, Heathrow and Manchester airports that have been rated ‘poor’ have all now committed to make improvements and the CAA expects work to implement these plans to start immediately.

Richard Moriarty, CAA Director of Consumers and Markets, said: “UK aviation should be proud that it continues to serve a rapid increase in the number of passengers with a disability.  Our surveys, along with the airports’ own studies, have shown high levels of satisfaction among disabled passengers and we have seen some examples of excellent service where assistance is well organised and delays are minimal.  However, East Midlands, Exeter, Heathrow and Manchester have fallen short of our expectations and we have secured commitments from them to make improvements. We will monitor their implementation over the coming months to make sure that services for passengers with a disability or reduced mobility continue to improve.”


Table of airport performance

Belfast City
Belfast International
City of Derry
Doncaster Sheffield
Leeds Bradford
London City
London Gatwick
London Luton
Birmingham London Southend
Glasgow Prestwick London Stansted
Glasgow Newcastle East Midlands
Humberside Cornwall Newquay Exeter
Inverness Southampton London Heathrow
Norwich Sumburgh Manchester
Very Good Good Poor

Note: The CAA’s full report ‘Accessible air travel: Airport performance report 2016/17’, provides a full explanation of how each ranking is defined.

The CAA assessed the UK’s 30 busiest airports between April 2016 and March 2017.  This is the second annual ‘Airport Accessibility Report’.  The full report can be accessed here