Disabled passengers to get stronger flying rights

Disabled passengers will be better protected from having wheelchairs damaged when they fly and will receive better support from trained staff, under new accessibility improvements being rolled out across aviation.

More than 1,000 wheelchairs were damaged in transit in 2023 alone, more than 80 a month — equivalent to 0.43% of all wheelchairs transported that year.

For passengers who rely on wheelchairs daily, damage can mean losing independence, missing holidays or work meetings, facing lengthy waits for specialist repairs, and suffering physical and mental health impacts.

The changes follow recommendations from former Paralympian Baroness Tanni Grey-Thompson, who led an investigation into aviation accessibility. They are being implemented by the Aviation Accessibility Implementation Group (AAIG), a cross-industry advisory group established by the Department for Transport.

Measures introduced include:

• A standardised form introduced in March allowing passengers to share wheelchair battery and handling information before travel, to cut the risk of damage in the hold.

• Improved staff training designed with disabled passengers to help staff recognise different needs without people having to repeatedly explain their disability.

• A new digital platform to be trialled, enabling passengers to share support needs in advance — such as buggy assistance, access to separate assistance queues at security, or a quiet waiting area before departure.

• Better information across airline and airport websites, with ‘one-click’ access to accessibility information.

• A UK-first partnership between airlines, airports and mobility aid manufacturers to ensure wheelchairs and other aids, particularly those with lithium batteries, are safe to carry and better handled.

Transport Secretary Heidi Alexander said: People must be able to fly with dignity and peace of mind — for disabled passengers this means not worrying about their wheelchair coming back in one piece, or whether staff will be there to support them.

We’ve backed industry to overhaul staff training, prevent damage to mobility aids and create easy, simple ways for passengers to share key information before they fly.

The co-chairs of the Aviation Accessibility Implementation Group said: Our work over the past year has been led jointly by industry and by the expertise of accessibility professionals. This report is by no means the end of the story — there is much more to be done — but we have made a positive start.

Industry welcomed the progress. Airlines UK said 82% of passengers requiring assistance report satisfaction with their experience, while AirportsUK pointed to high satisfaction despite demand for assistance doubling in the last 10 years.

The report comes as the Government’s Civil Aviation Bill progresses through Parliament, which will allow stronger action by the regulator, including fines, when airlines or airports fail to properly support disabled passengers, and will remove the compensation cap for lost or damaged wheelchairs on domestic UK flights.

A consultation on further accessibility reforms will launch within 12 months of the Bill receiving Royal Assent.

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