UK Taskforce Recommends Mandatory Disability Training for Airline and Airport Staff

Photo credit - www.airlines.org 

A UK government taskforce has recommended mandatory disability and accessibility training for all airline and airport staff, following concerns over the poor treatment of disabled passengers. The report, led by crossbench peer and former Paralympian Baroness Tanni Grey-Thompson, describes disabled passengers’ flying experiences as “inconsistent, ad hoc, and sometimes catastrophic.” 

The taskforce identified serious failures across the aviation sector, particularly in security procedures, mobility aid handling, and support for passengers with non-visible disabilities. The report highlights widespread confusion around airline policies, including seat allocations, traveling with assistance dogs, and carrying medical equipment such as oxygen and medication. 

Passengers shared distressing experiences, including being left on planes, mistreated at security, or having their mobility devices damaged. BBC correspondent Frank Gardner recalled having to crawl to the toilet during a flight, and in 2022, a man died after falling down an escalator at Gatwick Airport when assistance failed to arrive. 

Among the 19 key recommendations, the report calls for: 

• Mandatory staff training in disability awareness across all customer-facing airport and airline roles 

• Consistent procedures for handling mobility equipment and service animals 

• Improved booking clarity for passengers with additional needs 

• Greater recognition of non-visible disabilities to avoid unintentional discrimination 

• Better complaints handling and communication across the passenger journey 

The report warns that ground and security staff often lack understanding of how essential mobility aids are, with some passengers denied boarding due to battery-related rules or having equipment stowed improperly, causing damage, stress, and physical harm. 

According to Civil Aviation Authority (CAA) data, 5.5 million passengers requested assistance in 2024, representing 1.9% of all travellers. This figure is up 40% since pre-pandemic levels and double the 2010 figures. 

Baroness Grey-Thompson acknowledged the “tough challenges” in improving accessibility in a globally regulated industry, noting that change would depend largely on goodwill rather than enforcement. “The reality is, most poor experiences don’t make headlines,” she said. 

Transport Secretary Heidi Alexander welcomed the report, saying: “Everyone should be able to travel with dignity. This report paves the way for greater accessibility in aviation.” 

Airlines UK CEO Tim Alderslade said airlines remain committed to removing travel barriers, while AirportsUK Chief Executive Karen Dee noted the recommendations will build on ongoing work to make air travel inclusive for all. 

The report marks a significant step toward more equitable and respectful air travel for disabled passengers in the UK and sets a clear direction for future improvements across the aviation sector.