CAA publishes report on helping passengers with non-visible disabilities

The UK Civil Aviation Authority has published a new report today highlighting the progress made by UK airports to help passengers with non-visible disabilities, such as autism, dementia and hearing loss.

It comes after the CAA issued new guidance for airports in December 2016 on how to improve assistance for passengers.

Launching its report today the CAA outlined the improvements made but said more work needs to be done to make sure all UK airports provide ‘consistent and high quality’ assistance services to disable people.

Commenting on the report, Aviation Minister Baroness Sugg said: "Travelling by air can be a daunting experience for those with hidden disabilities. Whilst there is still more to do, we should recognise the real progress that has been made by airports since the CAA introduced requirements for specific assistance services for people with non-visible disabilities."

Matt Buffey, CAA head of consumer protection, added: "We know that people with hidden disabilities can find airports difficult and stressful places, in particular the security search, and we are pleased to see how well airports have responded in improving the assistance they offer and tailoring to the needs of people with hidden disabilities.

"The UK Civil Aviation Authority is committed to being a champion for consumers with disabilities and we will continue to work with the~aviation industry to further enhance the facilities they provide."

The CAA said developing services include:

– Giving passengers the option to wear a lanyard or wristband (or other discreet identifier) to help make staff aware that they might need extra help at the security search area or elsewhere in the airport

– Providing enhanced disability awareness training packages for key customer facing staff, including those at security search areas, as well as those who provide direct assistance to disabled people

– Introducing family or assistance security lanes, which passengers with hidden disabilities can use, which provide a less stressful and rushed experience

– Publishing a wide range of accessible information for people with hidden disabilities, including pictorial guides, videos and other online guides~on what to expect at the airport, especially at the~ security search stage

– Consulting with disability organisations, including those representing people with hidden disabilities, on how the design of the assistance service can best meet the needs of this group. and how it can best meet the needs of this group of passengers.