A government taskforce led by crossbench peer and former Paralympian Tanni Grey-Thompson has called for mandatory disability and accessibility training for all airline and airport staff. The report warns that the treatment of passengers with disabilities can be 'ad hoc, inconsistent and sometimes catastrophic'.
The report highlights multiple examples of disabled passengers being treated in an undignified manner, particularly by security staff, and recommends clearer information and standard practices for mobility equipment and guide dogs. It also notes a 'clear gap in the training and awareness of security staff' and urges ground staff to understand the impact of damaging passengers' equipment.
Widespread confusion exists in booking policies regarding seats, companions, assistance dogs, and medical equipment. The taskforce found limited awareness of non-visible impairments, leading to 'unintentional exclusion and undignified treatment'. Mobility aids are often damaged in the hold, and passengers are sometimes denied boarding due to battery safety requirements, causing 'significant stress, inconvenience and in some cases physical harm'.
Grey-Thompson acknowledged that the international nature of aviation limits enforcement, meaning the 19 recommendations rely largely on goodwill. She noted that while some poor experiences hit the headlines, most do not. According to the Civil Aviation Authority, 5.5 million passengers requested assistance at UK airports in 2024, 1.9% of all passengers – a 40% increase from pre-pandemic levels and double the 2010 figure.
Transport Secretary Heidi Alexander welcomed the report, stating that 'everyone should be able to travel with dignity'. Industry representatives from Airlines UK and Airports UK expressed commitment to improving accessibility.
