Calls to Improve Airport Assistance for Disabled

An investigation by consumer group Which? Travel has found wheelchair users who require assistance while at the airport are receiving an unreliable service.

As part of the investigation two wheelchair users were sent undercover on domestic flights around the UK to test the assistance offered.

One of the undercover wheelchair users was left outside in the cold for some time at Leeds Bradford airport before being helped onto the plane.

Lack of Assistance

At Heathrow airport the undercover investigator found it difficult to get assistance due to a lack of signage.  She was also denied her allocated window seat by her assistants and instead had to sit in an aisle seat regardless of the fact that other passengers could damage her legs should they need to move from their seats.

The investigation has led to calls for UK airports to improve the assistance offered to disabled passengers, including wheelchair users.

Amanda Diamond, Assistant Editor for Which? Travel, commented: “Although many disabled people receive excellent assistance at UK airports, when things go wrong they go badly wrong, causing vulnerable passengers distress or humiliation.  Some simple changes to processes and staff training could help airports ensure all passengers get the assistance they need.”