In 2006 the EU Regulation 1107/2006, mandated that passengers with reduced mobility receive assistance.
Since then, airlines have taken on more nuanced and flexible approaches for a variety of accessibility needs. Passengers have used booking assistance to inform airlines about their specific needs; airports should be equipped with accessible toilets, ramps, and designated seating areas. Equally, planes should have accessible lavatories and the availability of specific seating arrangements.
However, 'should' is the operative word, as we all know promised facilities are often broken or non-existent. Mobile apps have been created to help passengers with disabilities navigate airports and receive real-time assistance, but this doesn’t always work as intended.
'...there’s still work to be done to ensure that all travellers, regardless of their accessibility needs, receive the consistent and reliable support they deserve...'
In 2024, the CAA updated guidelines to enforce stricter accessibility standards for passengers with disabilities, prompting many airlines to revamp their booking systems for easier specification of accessibility needs. This includes clearer options for requesting assistance and improved communication about available services, alongside enhanced staff training focusing on disability awareness and sensitivity. UK airports are also modernising, with investments in accessible restrooms, designated waiting areas, and sensory rooms for passengers with autism or anxiety. Major airports, such as Heathrow and Gatwick, have expanded facilities and personalised assistance services, aiming to provide a smoother, more inclusive travel experience. Additionally, airlines like EasyJet have introduced app features to pre-book assistance and track requests in real-time, while Ryanair now allows priority boarding for passengers requiring help.
“Usually when I travel, I always make sure to note on the airline’s booking system that I’m deaf and wear cochlear implants. But, to be honest, they almost never assist me in any way. The only exception was once when I flew Virgin to New York. The flight attendants actually came around, asked if I was okay, and made sure I understood the health and safety briefing, which was a refreshing change. That’s been the only time an airline has truly followed through on offering assistance.”
- Ellie, Newcastle University student
Despite the strides being made in airline and airport accessibility, Ellie’s experience reflects the ongoing inconsistency that many passengers with accessibility needs still face. While improvements like real-time assistance apps, specialised staff training, and enhanced facilities are promising steps forward, the reality is that service can vary greatly between airlines and flights.
It’s clear that while progress is being made, there’s still work to be done to ensure that all travellers, regardless of their accessibility needs, receive the consistent and reliable support they deserve across the entire journey.
