Latest news with #AirportAccessibilityReport
Scotsman
21 hours ago
- Scotsman
Edinburgh and Glasgow Prestwick airports given 'needs improvement' rating over disabled passenger assistance
Aviation regulator warns of 'huge challenge' amid 'dramatic' rise in demand Sign up for the latest news and analysis about Scottish transport Sign up Thank you for signing up! Did you know with a Digital Subscription to The Scotsman, you can get unlimited access to the website including our premium content, as well as benefiting from fewer ads, loyalty rewards and much more. Learn More Sorry, there seem to be some issues. Please try again later. Submitting... Two of Scotland's main airports failed to meet the grade for assisting passengers with reduced mobility and have been rated as 'needing improvement' by the aviation regulator. Edinburgh - by far the country's busiest terminal - 'did not meet the standards for the provision of assistance in a timely manner' in the year to March, the UK Civil Aviation Authority (CAA) reported on Wednesday. Advertisement Hide Ad Advertisement Hide Ad Edinburgh Airport said it was now offering a 'good' or 'very good' service | Lisa Ferguson/The Scotsman The regulator said this was 'primarily due to operational issues caused by a change of contractor for its service provider earlier in the year, which now appears to be resolved'. The airport had been rated as 'good' last year. The CAA said Prestwick, whose only passenger flights are operated by Ryanair, 'failed to meet the standards to consult with disabled groups and individuals, although it has now committed to putting in place an access forum'. The airport slipped from a 'very good' rating last year. By contrast, Aberdeen was given a 'very good' service rating, improving from 'good' last year, while Glasgow and Inverness were rated as 'good'. Glasgow slipped from a 'very good' rating last year. A conceptual design of the Glasgow Airport upgrade. Image: AGS Airports | AGS Airports The CAA said providing a good service for passengers with reduced mobility was increasingly important as the number of those requiring it reached record levels and demand was outstripping overall air travel growth. Advertisement Hide Ad Advertisement Hide Ad Such travellers accounted for nearly one in 50 fliers last year at UK airports - 5.5 million, or some 1.9 per cent - compared to 1.69 per cent the previous year (4.6m), 1.35 per cent in 2019 and 0.94 per cent in 2010. The CAA reported 'signs of improvement' across the board, with 11 airports rated 'very good' and 14 'good' and none rated 'poor' for the second year running. However, Heathrow, the UK's busiest airport, was also told it 'needs improvement' in the CAA's annual Airport Accessibility Report. The regulator said Heathrow 'had generally good service levels at Terminals, 2, 4 and 5, but failed to assure us the data it provided on waiting time standards at Terminal 3 was an accurate reflection of the provision of service, meaning it is not clear that waiting time standards were met at Terminal 3'. Advertisement Hide Ad Advertisement Hide Ad All those airports rated as 'needs improvement' last year improved to 'good' - Bristol, Liverpool and Norwich - or 'very good' - Cardiff and Gatwick. Selina Chadha, the CAA's group director for consumers and markets, said: 'It is welcome that most airports scored positively, but there is clearly more to do from those found to be needing improvement. 'With demand for these services rising dramatically in recent years, all airports have a huge challenge ahead to ensure they continue to offer the assistance services their passengers deserve.' Airports were rated on their performance against waiting time targets for arriving and departing passengers, a satisfaction survey of users of the service, and consultation with disabled people and organisations through access forums. Advertisement Hide Ad Advertisement Hide Ad Edinburgh Airport's response Edinburgh Airport said the report acknowledged the challenges it had faced following a change in contractor and stated the airport was now routinely meeting a 'very good' standard. Its spokesman said: "As the CAA's report states, this rating was given to the airport during a particularly challenging time for our persons of reduced mobility operation, due to a change of provider, staff shortages, and a surge in demand for the service. "We have increased our investment in the service to more than £6 million and have worked closely with our provider to implement new and improved processes and oversight. 'These efforts have led to significant improvements, and our goal remains to return to and maintain a good or very good rating." Advertisement Hide Ad Advertisement Hide Ad Edinburgh Access Panel chair Robin Wickes said 'The panel hasn't been consulted by Edinburgh Airport's special assistance provider for some time. However, we have a meeting with the chair of Edinburgh Airport Accessibility Forum next month where we hope to discuss any support issues and how we can help address them.' The Prestwick Airport response A Prestwick Airport spokesperson said: 'We remain fully committed to providing a high standard of service to all passengers requiring assistance. Glasgow Prestwick Airport. Image:. 'While we are naturally disappointed to have fallen in the ratings after maintaining top tier status for six consecutive reports, we want to reassure passengers that this rating does not reflect operational issues, or the quality of assistance delivered on the ground. 'The downgrade related to engagement with specific accessibility and disability groups, which we recognise is an important part of continuous improvement. Advertisement Hide Ad Advertisement Hide Ad 'We are actively working to address this and have already taken steps to strengthen these vital partnerships.
Powys County Times
21 hours ago
- Business
- Powys County Times
Heathrow ‘needs improvement' in how disabled flyers are treated, regulator says
Heathrow 'needs improvement' in how it assists passengers with disabilities or reduced mobility, a regulator has found. The Civil Aviation Authority (CAA), which conducted the assessment, also gave the same rating to Edinburgh and Glasgow Prestwick airports. It said the three airports have 'clearly more to do' in their provision of additional support. Fourteen UK airports were rated as 'good' and 11 as 'very good'. None were rated 'poor'. CAA group director for consumers and markets Selina Chadha said disabled passengers and those with limited mobility should be able to be 'confident when travelling through UK airports'. She continued: 'Our mission is to protect people and enable aerospace, and we believe the entire industry should be behind the goal of making aviation accessible to all. 'It is welcome that most airports scored positively, but there is clearly more to do from those found to be needing improvement. 'With demand for these services rising dramatically in recent years, all airports have a huge challenge ahead to ensure they continue to offer the assistance services their passengers deserve.' Today, we've published our annual Airport Accessibility Report. It ranks the performance of UK airports on the assistance services they provide to disabled, and less mobile passengers. The majority of airports have been rated positively, but three airports need improvement 👇 — UK Civil Aviation Authority (@UK_CAA) June 25, 2025 Heathrow, the UK's busiest airport, was found to have 'discrepancies' between its data on waiting times to provide assistance at Terminal 3, and what was observed happening, the CAA's report stated. The regulator added: 'Given these concerns, we cannot be assured that the waiting time standards were met at Terminal 3, and we do not consider that Heathrow is meeting the requirement for an airport to have robust processes in place for overseeing how it measures its performance.' The report is based on the year to the end of March. Heathrow's chief operating officer Javier Echave said the airport made 'significant strides in enhancing our assistance service' since the previous 12-month period. He went on: 'I want to reassure passengers that Heathrow has a strong plan in place. 'We are investing in new equipment, introducing designated security lanes, and expanding support to help passengers with assistance needs travel more independently. 'This 'needs improvement' rating provided by the CAA focuses on the administration of data recording in Terminal 3, based on audits which it conducted in late 2024, which we had addressed by the end of the reporting period. 'Apart from this specific matter, Heathrow has delivered demonstrable progress across all key service metrics.' The CAA said Edinburgh airport did not meet minimum standards for providing assistance in a 'timely manner', primarily because a change of contractor caused issues which 'now appear to be resolved'. A spokesman for the airport said it has invested more than £6 million in supporting passengers with reduced mobility, and has implemented 'new and improved processes and oversight' which have 'led to significant improvements'. Glasgow Prestwick failed to meet its obligation to consult with disabled groups and individuals, but has 'committed to putting in place an access forum', the CAA said. The airport was approached for a comment. The CAA said the number of passengers who requested assistance at UK airports increased from 4.6 million in 2023 to 5.5 million last year, representing 1.9% of all passengers. Christopher Snelling, policy director at industry body AirportsUK, said: 'Airports are continuing to have to adjust to these new higher levels of demand, so the generally good performance at this time is all the more pleasing. 'However, services can always be better, and airports will continue working with the CAA and accessibility groups over the next year and beyond to improve services even further.'
North Wales Chronicle
a day ago
- Business
- North Wales Chronicle
Heathrow ‘needs improvement' in how disabled flyers are treated, regulator says
The Civil Aviation Authority (CAA), which conducted the assessment, also gave the same rating to Edinburgh and Glasgow Prestwick airports. It said the three airports have 'clearly more to do' in their provision of additional support. Fourteen UK airports were rated as 'good' and 11 as 'very good'. None were rated 'poor'. CAA group director for consumers and markets Selina Chadha said disabled passengers and those with limited mobility should be able to be 'confident when travelling through UK airports'. She continued: 'Our mission is to protect people and enable aerospace, and we believe the entire industry should be behind the goal of making aviation accessible to all. 'It is welcome that most airports scored positively, but there is clearly more to do from those found to be needing improvement. 'With demand for these services rising dramatically in recent years, all airports have a huge challenge ahead to ensure they continue to offer the assistance services their passengers deserve.' Today, we've published our annual Airport Accessibility Report. It ranks the performance of UK airports on the assistance services they provide to disabled, and less mobile passengers. The majority of airports have been rated positively, but three airports need improvement 👇 — UK Civil Aviation Authority (@UK_CAA) June 25, 2025 Heathrow, the UK's busiest airport, was found to have 'discrepancies' between its data on waiting times to provide assistance at Terminal 3, and what was observed happening, the CAA's report stated. The regulator added: 'Given these concerns, we cannot be assured that the waiting time standards were met at Terminal 3, and we do not consider that Heathrow is meeting the requirement for an airport to have robust processes in place for overseeing how it measures its performance.' The report is based on the year to the end of March. Heathrow's chief operating officer Javier Echave said the airport made 'significant strides in enhancing our assistance service' since the previous 12-month period. He went on: 'I want to reassure passengers that Heathrow has a strong plan in place. 'We are investing in new equipment, introducing designated security lanes, and expanding support to help passengers with assistance needs travel more independently. 'This 'needs improvement' rating provided by the CAA focuses on the administration of data recording in Terminal 3, based on audits which it conducted in late 2024, which we had addressed by the end of the reporting period. 'Apart from this specific matter, Heathrow has delivered demonstrable progress across all key service metrics.' The CAA said Edinburgh airport did not meet minimum standards for providing assistance in a 'timely manner', primarily because a change of contractor caused issues which 'now appear to be resolved'. A spokesman for the airport said it has invested more than £6 million in supporting passengers with reduced mobility, and has implemented 'new and improved processes and oversight' which have 'led to significant improvements'. Glasgow Prestwick failed to meet its obligation to consult with disabled groups and individuals, but has 'committed to putting in place an access forum', the CAA said. The airport was approached for a comment. The CAA said the number of passengers who requested assistance at UK airports increased from 4.6 million in 2023 to 5.5 million last year, representing 1.9% of all passengers. Christopher Snelling, policy director at industry body AirportsUK, said: 'Airports are continuing to have to adjust to these new higher levels of demand, so the generally good performance at this time is all the more pleasing. 'However, services can always be better, and airports will continue working with the CAA and accessibility groups over the next year and beyond to improve services even further.'
South Wales Guardian
a day ago
- Business
- South Wales Guardian
Heathrow ‘needs improvement' in how disabled flyers are treated, regulator says
The Civil Aviation Authority (CAA), which conducted the assessment, also gave the same rating to Edinburgh and Glasgow Prestwick airports. It said the three airports have 'clearly more to do' in their provision of additional support. Fourteen UK airports were rated as 'good' and 11 as 'very good'. None were rated 'poor'. CAA group director for consumers and markets Selina Chadha said disabled passengers and those with limited mobility should be able to be 'confident when travelling through UK airports'. She continued: 'Our mission is to protect people and enable aerospace, and we believe the entire industry should be behind the goal of making aviation accessible to all. 'It is welcome that most airports scored positively, but there is clearly more to do from those found to be needing improvement. 'With demand for these services rising dramatically in recent years, all airports have a huge challenge ahead to ensure they continue to offer the assistance services their passengers deserve.' Today, we've published our annual Airport Accessibility Report. It ranks the performance of UK airports on the assistance services they provide to disabled, and less mobile passengers. The majority of airports have been rated positively, but three airports need improvement 👇 — UK Civil Aviation Authority (@UK_CAA) June 25, 2025 Heathrow, the UK's busiest airport, was found to have 'discrepancies' between its data on waiting times to provide assistance at Terminal 3, and what was observed happening, the CAA's report stated. The regulator added: 'Given these concerns, we cannot be assured that the waiting time standards were met at Terminal 3, and we do not consider that Heathrow is meeting the requirement for an airport to have robust processes in place for overseeing how it measures its performance.' The report is based on the year to the end of March. Heathrow's chief operating officer Javier Echave said the airport made 'significant strides in enhancing our assistance service' since the previous 12-month period. He went on: 'I want to reassure passengers that Heathrow has a strong plan in place. 'We are investing in new equipment, introducing designated security lanes, and expanding support to help passengers with assistance needs travel more independently. 'This 'needs improvement' rating provided by the CAA focuses on the administration of data recording in Terminal 3, based on audits which it conducted in late 2024, which we had addressed by the end of the reporting period. 'Apart from this specific matter, Heathrow has delivered demonstrable progress across all key service metrics.' The CAA said Edinburgh airport did not meet minimum standards for providing assistance in a 'timely manner', primarily because a change of contractor caused issues which 'now appear to be resolved'. A spokesman for the airport said it has invested more than £6 million in supporting passengers with reduced mobility, and has implemented 'new and improved processes and oversight' which have 'led to significant improvements'. Glasgow Prestwick failed to meet its obligation to consult with disabled groups and individuals, but has 'committed to putting in place an access forum', the CAA said. The airport was approached for a comment. The CAA said the number of passengers who requested assistance at UK airports increased from 4.6 million in 2023 to 5.5 million last year, representing 1.9% of all passengers. Christopher Snelling, policy director at industry body AirportsUK, said: 'Airports are continuing to have to adjust to these new higher levels of demand, so the generally good performance at this time is all the more pleasing. 'However, services can always be better, and airports will continue working with the CAA and accessibility groups over the next year and beyond to improve services even further.'
Leader Live
a day ago
- Business
- Leader Live
Heathrow ‘needs improvement' in how disabled flyers are treated, regulator says
The Civil Aviation Authority (CAA), which conducted the assessment, also gave the same rating to Edinburgh and Glasgow Prestwick airports. It said the three airports have 'clearly more to do' in their provision of additional support. Fourteen UK airports were rated as 'good' and 11 as 'very good'. None were rated 'poor'. CAA group director for consumers and markets Selina Chadha said disabled passengers and those with limited mobility should be able to be 'confident when travelling through UK airports'. She continued: 'Our mission is to protect people and enable aerospace, and we believe the entire industry should be behind the goal of making aviation accessible to all. 'It is welcome that most airports scored positively, but there is clearly more to do from those found to be needing improvement. 'With demand for these services rising dramatically in recent years, all airports have a huge challenge ahead to ensure they continue to offer the assistance services their passengers deserve.' Today, we've published our annual Airport Accessibility Report. It ranks the performance of UK airports on the assistance services they provide to disabled, and less mobile passengers. The majority of airports have been rated positively, but three airports need improvement 👇 — UK Civil Aviation Authority (@UK_CAA) June 25, 2025 Heathrow, the UK's busiest airport, was found to have 'discrepancies' between its data on waiting times to provide assistance at Terminal 3, and what was observed happening, the CAA's report stated. The regulator added: 'Given these concerns, we cannot be assured that the waiting time standards were met at Terminal 3, and we do not consider that Heathrow is meeting the requirement for an airport to have robust processes in place for overseeing how it measures its performance.' The report is based on the year to the end of March. Heathrow's chief operating officer Javier Echave said the airport made 'significant strides in enhancing our assistance service' since the previous 12-month period. He went on: 'I want to reassure passengers that Heathrow has a strong plan in place. 'We are investing in new equipment, introducing designated security lanes, and expanding support to help passengers with assistance needs travel more independently. 'This 'needs improvement' rating provided by the CAA focuses on the administration of data recording in Terminal 3, based on audits which it conducted in late 2024, which we had addressed by the end of the reporting period. 'Apart from this specific matter, Heathrow has delivered demonstrable progress across all key service metrics.' The CAA said Edinburgh airport did not meet minimum standards for providing assistance in a 'timely manner', primarily because a change of contractor caused issues which 'now appear to be resolved'. A spokesman for the airport said it has invested more than £6 million in supporting passengers with reduced mobility, and has implemented 'new and improved processes and oversight' which have 'led to significant improvements'. Glasgow Prestwick failed to meet its obligation to consult with disabled groups and individuals, but has 'committed to putting in place an access forum', the CAA said. The airport was approached for a comment. The CAA said the number of passengers who requested assistance at UK airports increased from 4.6 million in 2023 to 5.5 million last year, representing 1.9% of all passengers. Christopher Snelling, policy director at industry body AirportsUK, said: 'Airports are continuing to have to adjust to these new higher levels of demand, so the generally good performance at this time is all the more pleasing. 'However, services can always be better, and airports will continue working with the CAA and accessibility groups over the next year and beyond to improve services even further.'
