How can we help people with disabilities at airports

Observer

21-07-2025

Muscat: The recently-released report of the UK Aviation Accessibility Task and Finish Group (AATFG), chaired by Baroness Tanni Grey-Thompson, a decorated Paralympian and noted campaigner for people with disabilities, has made significant recommendations.
The AATFG was established by the UK government in 2024 and comprised key advocates from the disabled community, along with industry representatives. It was chaired by Baroness Tanni Grey-Thompson.
Here are some of the recommendations
All airport and airline staff should get some training about disability and accessibility.
People with disabilities should be involved in planning, writing, and running the training.
People who run the training should be experts in accessibility staff who help disabled people should have extra training.
Everyone should be able to get information about accessibility and support in airports and on planes.
Airport and airline websites, apps, and emails should be easy to find and use.
People should be able to get help everywhere in the airport. This might be at a help desk, on an app, or by text message.
Passengers with disabilities should know what help and support they should get. They should know how they complain if things go wrong
Airports and airlines should check how well they support all people - this includes people who have a disability you cannot see.
Passengers should give the airline information about their mobility aids. Staff at the airport should tell passengers how to use their mobility aids
will be looked after.
The Rights of Passengers with people with disabilities in the Sultanate of Oman
According to the Civil Aviation Authority, Passengers must inform the airline of their condition and any necessary devices or equipment when making a confirmed reservation.
Passengers are not obligated to sign any waivers of their rights or the services due to them under the provisions of this regulation.
The airline must ensure that mobility aids and equipment travel with passengers with disabilities or special needs; if such items are damaged or lost, the airline must compensate for their value.
Passengers will be compensated an amount equal to 200 percent of the total value of their confirmed ticket if the airline fails to provide an alternative flight or does not fulfill the necessary services.
Challenges
The report also identified three key challenges facing the industry - the potential misuse of wheelchair services at the airport, where some travelers take resources away from those who genuinely need them; the necessity of advanced notification for assistance services, allowing airports and airlines to prepare better; and the international nature of the aviation sector, which requires all priorities to be addressed on a global and multilateral basis. While these challenges do not excuse any negative experiences faced by passengers with disabilities, it was important for the group to recognize them.
Airlines should find ways to collect information about the support that each passenger needs.
'While being encouraged that the report notes the industry has 'made strides to reduce barriers for passengers with disabilities', we acknowledge the Baroness' comment that there are 'still too many gaps and poor experiences'. We agree with her that one poor experience can be enough to stop someone flying forever, and we are committed to eliminating such cases,' according to Linda Ristagno, IATA's representative on the AATFG and chair of IATA's disability working group.
IATA said that it is already reviewing some of the recommendations of the report.