Disabled passengers 'treated unacceptably' at four UK airports

Aviation watchdog points finger at Gatwick, Stansted, Birmingham and Manchester

Disabled passengers are being treated unacceptably at four major UK airports, the aviation watchdog has said.

The Civil Aviation Authority (CAA) assessed all airports in Britain, with London Gatwick, London Stansted and Birmingham airports told they needed to improve accessibility for disabled passengers.

Manchester was the only airport to receive a “poor” rating. Some passengers on incoming flights were left waiting on planes for more than an hour before assistance arrived.

“This is not an acceptable situation,” the CAA said.

Officials at Gatwick, Stansted and Birmingham failed to provide the regulator with sufficient information about their standard of service.

London Heathrow, the UK’s busiest airport, was one of 26 classified as “good” or “very good” this year. It was among four rated “poor” last year.

Disability charities welcomed the improvements made in recent months but expressed concern that several of the largest airports were continuing to fail on accessibility.

Neil Heslop, the chief executive of Leonard Cheshire, said it was not acceptable that some major gateways to the UK offer disabled passengers poor treatment.

Last year the BBC’s security correspondent, Frank Gardner, was left on an easyJet flight after all other passengers had disembarked and special assistance staff failed to turn up at Gatwick airport.

Gardner, whose legs were paralysed when he was shot six times by al-Qaida sympathisers in Saudi Arabia in 2004, said at the time: “It happens so bloody often, that it’s just really tedious. Time and time again if the plane lands at a British airport and it’s not on an air bridge, disabled passengers like me have to wait for the ... high lift to come and get you off.”

Phil Talbot, the head of communications at the disability charity Scope, urged the CAA to “continue to work with airports to bring those lagging behind up to scratch”.

The CAA consumers and markets director, Paul Smith, said: “There are still too many occasions where things go wrong. Where we see examples of bad practice, we will not hesitate to hold airports to account and take the necessary enforcement action.”

The aviation minister Lady Sugg called for passengers with reduced mobility or hidden disabilities to “get the service they deserve every time they fly”.

Manchester airport said it acknowledged the CAA’s findings and was “committed to making further improvements to ensure we meet the required standards”.

A spokesman added that the airport had already taken a “number of positive steps” in the last 12 months, such as introducing a lanyard for people with hidden disabilities and setting up a disability engagement forum.

Contributor

Sarah Marsh

The GuardianTramp

Related Content

Article image
Airline punctuality at UK airports nosedives, finds Which?
Ryanair and Easyjet delays double in five years, as Stansted named worst airport for takeoff times

Patrick Collinson

25, Aug, 2019 @11:01 PM

Article image
Q&A: Heathrow expansion – what happens next
Decision to build third runway has been announced but there are still obstacles to overcome before project takes flight

Gwyn Topham

25, Oct, 2016 @11:53 AM

Article image
UK regional airports will be hit hard by Heathrow’s third runway | Letters
Letters: Expanding Heathrow would mean fewer flights elsewhere and further entrench the geographical economic divide in our country, writes Paul McGuinness. While Carolyn Hayman wonders what’s behind British Airways’ support for the scheme

Letters

20, Jun, 2018 @4:49 PM

Article image
Drone forces closure of Gatwick runway and diversion of many flights
Unauthorised flying object in West Sussex sky leads to flights being diverted to Bournemouth, Southend and Stansted

Patrick Greenfield

02, Jul, 2017 @9:53 PM

Article image
Northern powerhouse at risk from south-east bias, says airport boss
Manchester airport chief says government ‘paranoia’ over Heathrow expansion harms efforts to close north-south economic divide

Josh Halliday North of England correspondent

30, Sep, 2016 @5:21 PM

Article image
Heathrow proposes big extension of noise insulation scheme
Airport to spend £700m installing noise protection at homes from Windsor to Richmond if third runway plan gets go-ahead

Gwyn Topham, transport correspondent

02, Feb, 2015 @7:47 PM

Article image
The Guardian view on expanding Heathrow: just say no | Editorial
Editorial: The debate about where to build extra airport capacity has been a giant distraction. The climate demands drawing a line under aviation’s growth

Editorial

01, Jul, 2015 @7:15 PM

Article image
Stansted promises fight if Gatwick and Heathrow both get new runways
Manchester Airports Group, which owns Stansted, says it will launch legal challenge if runways are approved at both rivals

Jessica Elgot Political reporter

14, Oct, 2016 @1:24 PM

Article image
BA passengers at Gatwick and Heathrow hit by check-in delays
Disruption comes two months after more than 670 flights cancelled due to power failure over spring bank holiday weekend

Jamie Grierson

02, Aug, 2017 @8:20 AM

Article image
Gatwick airport hit by £343m loss as passenger numbers fall
Revenues plunge by 61%, with Covid-19 continuing to take toll on aviation industry

Mark Sweney

28, Aug, 2020 @7:30 AM