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The Independent
24-07-2025
- The Independent
Baroness Tanni Grey-Thompson unveils plan to improve air travel accessibility
Outdated language and inconsistent training for aviation staff are negatively affecting the experience of flying for disabled people, a new review of air travel accessibility in the UK has revealed. The Aviation Accessibility Task and Finish Group (AATFG) group, established in November 2024 by the Department for Transport (DfT), aims to improve accessibility for disabled people on board aircraft and in airport terminals. Former Paralympian and accessibility campaigner Baroness Tanni Grey-Thompson led the AATFG in curating 19 key accessibility recommendations for airlines, airports and the Civil Aviation Authority (CAA). The Welsh crossbench peer told The Independent that she is familiar with 'really bad' travel experiences – something that can be 'catastrophic' for a disabled person if things go wrong. According to the 16 July report, improved training for airline and airport staff, clearer passenger information and robust complaint procedures are needed to make flying more inclusive. One 'poor experience' can stop someone from flying altogether, found the AATFG. The review featured issues including missed flights, the use of non-inclusive language, broken or lost mobility equipment and an extended wait time to disembark. The taskforce said that clearer passenger information is key for travellers to book assistance, access airport support services and transport mobility aids independently. 'Some of it is disabled people knowing their rights,' said Lady Grey-Thompson. She also called for aviation workers to do more to help passengers with complaints when things do go wrong. As chair of the AATFG, Lady Grey-Thompson said the 'biggest part 'of creating the report was industry representatives 'coming together, sitting in the same room and talking about it'. 'It's actually just trying to join up the system', she added. The report highlighted an obvious inconsistency in accessibility training across different airports and airlines. A lack of inclusive language was revealed, with 'outdated' terminology often used in the aviation sector. It added that disability awareness training – developed alongside people with lived experience – should be rolled out for all aviation staff, including ground services and those in hospitality roles. Lady Grey-Thompson said: 'Everyone in the airport needs to have an understanding of both visible and invisible impairments.' Although in other sectors the 'excuse' of more training would earn an 'eye roll' from the Paralympic medallist, in aviation, the standardisation of training could be used to create a positive experience for disabled travellers. She said: 'For everyone to have the same type of training sounds so basic, but it would make a lot of sense. 'It's about treating everyone with respect from security to the gate.' The group chair added that experiencing discrimination while travelling, even in an airport café, can 'affect the whole journey' for disabled flyers. She previously told BBC Breakfast of her 'humiliation' at being blamed for the late departure of a flight after the captain announced the delay was "because of the wheelchair." According to CAA data, 5.5 million passengers requested assistance at a UK airport in 2024 – 1.9 per cent of total travellers. Lady Grey-Thompson says that key sectors of the aviation industry have 'recognised that they need to do better' following repeated media scrutiny of airlines for leaving passengers on a plane or damaging mobility equipment. BBC security correspondent Frank Gardner, who uses a wheelchair, has repeatedly criticised accessibility services at London Heathrow. Just last month, Mr Gardner was kept waiting for 90 minutes after other passengers had disembarked following a British Airways flight from Singapore. Improving airport accessibility frameworks – used to assess how airports perform against their legal obligations – was also recommended to the CAA. As of the latest airport accessibility report, most airports were ranked in the 'good' or 'very good' categories. The group recognised it would be 'quite expensive' to fully rebuild older airports but added that the aviation industry should 'learn from its mistakes quickly and rectify them.' Airport accessibility guides, and 'enhanced access to assistance throughout the airport journey', are among the 19 recommendations. Lady Grey-Thompson said: 'This report is the next critical step in making air travel more inclusive for disabled people. 'I'm grateful for the commitment the industry has shown to making change and breaking down barriers in aviation for everyone, bringing freedom to travel, whether for leisure or work, and to connect with friends and family.' Currently, there are no legislative plans or budget from the government to enforce the changes. However, future airport eGate plans include wider accessible gates. The group will now start to deliver the recommendations for disabled passengers, with progress reports to the DfT to ensure proposals are adopted by the industry. In response to the report's release, transport secretary Heidi Alexander said: 'Everyone should be able to travel with dignity and be respected at every stage of their journeys, including disabled passengers. That's why we established this group in November last year, and I welcome this report's findings, which will clear the runway for greater accessibility in aviation. 'I know the industry is working hard to make services more inclusive for all, and I look forward to seeing these proposals becoming a reality with the support of the group. Now is the time for action and to make a real difference so that people can travel with confidence.'
Observer
21-07-2025
- Observer
How can we help people with disabilities at airports
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.
