15 Aug 2017

Four UK airports rated poor in their service for disabled passengers

Heathrow Airport

The Civil Aviation Authority (CAA) have told four UK airport that they must improve the assistance they provide to disabled passengers. The Airport Accessibility Report deemed Heathrow, Exeter, Manchester and East Midlands airports as poor in their service to disabled passengers. Of the 30 UK airports reviewed, six were rated by the authority as ‘very good’, 20 were rated ‘good’ and four rated ‘poor’.

A spokesperson from Heathrow airport told Travel Mole: “Addressing the issues raised in this report is a priority for us.

“We apologise to those who have been affected and are taking action, including the amendment and retendering of our contract with new and higher standards of service, to ensure passengers who require special assistance, receive the service they rightly deserve.”

The CAA have reported a 66% increase in those travelling with a disability since 2010. The Airport Accessibility Report has been introduced to improve service to those with a disability.

Richard Moriarty, CAA Consumers and Markets director said: “Our surveys, along with the airports’ own studies, have shown high levels of satisfaction among disabled passengers and we have seen some examples of excellent service where assistance is well organised and delays are minimal.

“However, East Midlands, Exeter, Heathrow and Manchester have fallen short of our expectations and we have secured commitments from them to make improvements.

“We will monitor their implementation over the coming months to make sure that services for passengers with a disability or reduced mobility continue to improve.”


Fields marked with an * are required

No win no fee! Our claim experts take care of everything for youStart your claim

Recent Testimonialssee more testimonials

Big thanks for the £304.70 transferred to my bank account today. My claim related to a three-leg flight from Norwich UK to Phoenix USA via Schiphol. The CAA suggested I had a good case but could do nothing because the delay occurred within Dutch jurisdiction. I twice did battle with KLM/Delta myself but they would not budge. Another claims firm tried but threw in the towel. So congratulations to Claim4Flights for taking it on and winning – and for getting the money transferred into my bank account within two days of notification. Very impressed!

Delta Airlines Flight – Andy, Norfolk from Delta Airlines £304.70 won 11th April 2017
Start your claim