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CAA Examines Airport's Treatment of Disabled Passengers

Since 2015 the Civil Aviation Authority (CAA) has been working to establish a framework for assessing the performance of UK airports when it comes to catering for disabled passengers reports Disabled Motoring.

The authority has recently used this framework to asses 30 UK airports on their performance in a variety of important areas including, how long disabled passengers have to wait for assistance, the level of consultation that these airports had with disability organisations,  and the level of satisfaction that the airports received for the assistance provided. Each of the airports that underwent an assessment by the CAA have now been given a performance rating of either ‘very good’,’ good’, ‘taking steps’ [to improve] or poor, and reportedly only three percent of the airports in question were given a ‘poor’ rating.  

The CAA’s new framework will enable them to identify any drops in the performance so that they can promptly ensure that the issues are resolved and the airports can continue to operate at a high level to assist their disabled passengers. If it becomes necessary the CAA can now also take enforcement action to ensure standards are met.

The CAA’s Head of Consumer Enforcement, Matthew Buffey, commented “Our research shows passenger satisfaction with special assistance at UK airports is high with 85 percent satisfied or very satisfied. However, high standards are not always universal, and occasionally things go wrong for disabled people and those with reduced mobility. These passengers are very much dependent on airport staff providing the appropriate assistance so it’s a really important task for airports to get right.”

To see exactly how each of the airports performed in the assessment click here.

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