Executive summary
Background
Since the pandemic there has been a significant increase in the number of passengers requesting assistance to enable them to travel by air. According to the most recent Civil Aviation Authority (CAA) data, in 2024, 5.5 million passengers requested assistance at a UK airport, which equates to approximately 1.9% of total passengers. This has increased from 0.94% in 2010, 1.35% in 2019 and 1.69% in 2023.
The most recent CAA survey data shows that Disabled passengers remain less satisfied with air travel than non-disabled and younger passengers. See the CAA Aviation Consumer Survey October 2024 (Wave 13).
Whilst there have been improvements in recent years, there remain unacceptable barriers to air travel for this group of travellers, with many examples of poor and inappropriate service, passengers being left onboard aircraft for long periods, damaged mobility aids, and discriminatory behaviour.
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