UK government promises disabled air passengers better safeguards

Disabled passengers will have better safeguards when flying, the government has pledged, including protection from damaged wheelchairs and support from trained staff.

A report from an industry-led accessibility group said there was “much more to be done” but progress was being made, a year after a review led by Tanni Grey-Thompson demanded action to improve air travel in response to numerous incidents in which passengers had been left stranded without assistance.

The Department for Transport said airports had added more staff training and a new standardised system has been set up to prepare airlines for handling mobility aids, after more than 1,000 wheelchairs were damaged in transit in 2024, equivalent to more than 80 a month.

Almost one in five disabled passengers are still dissatisfied with their air travel experience though, according to an industry body, and requests for assistance are continuing to rise.

The government is planning to remove the maximum payout in compensation for lost and damaged wheelchairs, and to give the aviation regulator new powers to fine airlines and airports when passengers are not given the assistance they need to travel.

The changes are expected to be in the civil aviation bill which is progressing through parliament and which the government said would give air passengers stronger protection and consumer rights.

The transport secretary, Heidi Alexander, said: “People must be able to fly with dignity and peace of mind. For disabled passengers this means not worrying about their wheelchair coming back in one piece, or whether staff will be there to support them around the airport.

“We’ve backed industry to overhaul staff training, prevent damage to mobility aids and create easy, simple ways for passengers to share key information before they fly.”

The co-chairs of the aviation accessibility implementation group, which is assessing progress on the 19 recommendations in Grey-Thompson’s report, said: “There is much more to be done, but we have made a positive start. We will be focusing now on embedding more of the changes that are needed to enable disabled people to fly with confidence and dignity.”

The chief executive of lobby group Airlines UK, Tim Alderslade, said the number of passengers requiring assistance was up nearly 10% year on year.

“82% report that they are satisfied with their air travel experience which demonstrates the efforts and progress airlines are making for those who require additional support when they fly,” he said.