Outdated language and inconsistent training for aviation staff are negatively affecting the experience of flying for disabled people, a new review of air travel accessibility in the UK has revealed.
The Aviation Accessibility Task and Finish Group (AATFG) group, established in November 2024 by the Department for Transport (DfT), aims to improve accessibility for disabled people on board aircraft and in airport terminals.
Former Paralympian and accessibility campaigner Baroness Tanni Grey-Thompson led the AATFG in curating 19 key accessibility recommendations for airlines, airports and the Civil Aviation Authority (CAA).
The Welsh crossbench peer told The Independent that she is familiar with “really bad” travel experiences – something that can be “catastrophic” for a disabled person if things go wrong.
According to the 16 July report, improved training for airline and airport staff, clearer passenger information and robust complaint procedures are needed to make flying more inclusive.
One “poor experience” can stop someone from flying altogether, found the AATFG.
The review featured issues including missed flights, the use of non-inclusive language, broken or lost mobility equipment and an extended wait time to disembark.
The taskforce said that clearer passenger information is key for travellers to book assistance, access airport support services and transport mobility aids independently.
“Some of it is disabled people knowing their rights,” said Lady Grey-Thompson.
She also called for aviation workers to do more to help passengers with complaints when things do go wrong.
As chair of the AATFG, Lady Grey-Thompson said the “biggest part “of creating the report was industry representatives “coming together, sitting in the same room and talking about it”.
“It’s actually just trying to join up the system”, she added.
The report highlighted an obvious inconsistency in accessibility training across different airports and airlines.
A lack of inclusive language was revealed, with “outdated” terminology often used in the aviation sector.
It added that disability awareness training – developed alongside people with lived experience – should be rolled out…
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