The UK government has unveiled a series of measures designed to improve air travel for disabled passengers, with particular focus on preventing wheelchair damage and enhancing staff training across the aviation industry, according to an announcement from the Department for Transport.
The reforms aim to tackle significant challenges faced by wheelchair users and other disabled travellers, including inadequate assistance, poor handling of mobility equipment, and difficulties accessing essential information throughout their journey.
More than 1,000 wheelchairs were damaged during air transit in 2023 alone, equivalent to over 80 every month. This represents approximately 0.43% of all wheelchairs transported that year. For passengers who depend on their wheelchairs daily, such damage can result in loss of independence, missed holidays or work commitments, lengthy waits for specialist repairs, and both physical and mental health consequences.
New protections and training initiatives
Transport Secretary Heidi Alexander emphasised the importance of dignity in air travel, stating that disabled passengers should not have to worry about whether their wheelchair will return intact or whether staff will provide proper support at airports.
The changes have been developed through the Aviation Accessibility Implementation Group (AAIG), a cross-industry advisory body established by the Department for Transport. The group was created following recommendations from former Paralympian Baroness Tanni Grey-Thompson, who led an investigation into aviation accessibility.
A standardised form was introduced in March this year, enabling passengers to share wheelchair battery and handling information before travel. This measure is intended to reduce the risk of devices being damaged whilst in the aircraft hold.
Staff training has been overhauled with input from disabled passengers themselves, helping aviation workers recognise different needs and provide appropriate support without requiring passengers to repeatedly explain their disability. London Gatwick, for example, produced a new disability training video last year showcasing the lived experiences of disabled passengers to ensure a consistent, respectful approach across the airport.
Digital platform and industry collaboration
A new digital platform is set to be trialled that will allow disabled passengers to specify their support needs before travelling. This could include buggy assistance at airports, access to separate assistance queues at security checkpoints, or quiet waiting areas before departure, enabling better advance preparation of assistance.
The AAIG has focused on information needs throughout the entire journey and is pushing for improved coordination between airline and airport websites, with simple one-click access to relevant information. Luton Airport has introduced detailed accessibility maps and independent journey materials to ensure a simpler, more inclusive experience.
In a UK-first partnership, airlines, airports and mobility aid manufacturers have joined forces to ensure wheelchairs and other mobility aids, particularly those with lithium batteries, are safe to carry and better handled during transit.
Tim Alderslade, Chief Executive at Airlines UK, noted that the number of passengers requiring assistance has risen nearly 10% year on year, with 82% reporting satisfaction with their air travel experience.
Legislative changes ahead
The improvements come as the government’s Civil Aviation Bill progresses through Parliament. The legislation will grant stronger protection and consumer rights to air passengers, including swifter, stronger action by the independent aviation regulator when airlines or airports fail to properly support disabled passengers or compensate cancelled flights.
Crucially, the bill will remove the compensation cap for lost or damaged wheelchairs and mobility aids on domestic UK flights, ensuring compensation is appropriate for any damage sustained. A consultation on a broader range of accessibility reforms will launch within 12 months of the bill receiving royal assent.
What this means for Poles in the UK
Polish residents in the UK who have disabilities or use wheelchairs will benefit from these new protections when flying from British airports, whether travelling domestically, visiting Poland, or going elsewhere in Europe or beyond. The standardised wheelchair information form introduced in March should already be available through airlines, making it easier to ensure proper handling of mobility equipment.
If you are a disabled passenger or use a wheelchair, you can now expect better-trained staff at UK airports and airlines who understand different accessibility needs. The upcoming digital platform for sharing support requirements before travel should make it simpler to arrange necessary assistance in advance, reducing stress on the day of travel.
When the Civil Aviation Bill becomes law, compensation for damaged wheelchairs on UK domestic flights will no longer be capped, meaning you can claim the full cost of repair or replacement. If you experience poor treatment or inadequate support from airlines or airports, the regulator will have stronger powers to impose fines and take action. Full details of the accessibility reforms will be published once the consultation launches, which will happen within a year of the bill receiving royal assent.
