Disabled passengers are set to benefit from improved protection when travelling by air, with new measures aimed at preventing damage to wheelchairs, improving staff training and making assistance at airports more accessible.
The changes are being introduced across the UK aviation industry following recommendations from former Paralympian Baroness Tanni Grey-Thompson, whose investigation into aviation accessibility highlighted the challenges faced by disabled passengers.
More than 1,000 wheelchairs were damaged during air travel in 2024 alone, equivalent to more than 80 every month. For people who rely on their wheelchairs for everyday mobility, damage can have serious consequences, potentially affecting their independence, disrupting holidays and business trips, and leaving them waiting for specialist repairs.
The latest improvements are being coordinated through the Aviation Accessibility Implementation Group, a cross-industry initiative established by the Department for Transport to improve the experience of passengers with reduced mobility and other accessibility requirements.
Transport Secretary Heidi Alexander said the measures were intended to give disabled passengers greater confidence when flying, including reassurance that their mobility equipment would be handled carefully and that appropriate assistance would be available throughout their journey.
The programme brings together airlines, airports, accessibility specialists and other industry organisations to address barriers from the initial stages of booking through to arrival at the destination.
A standardised form introduced in March 2026 allows passengers to share important information about their wheelchairs before travelling, including battery specifications and handling requirements.
The initiative is intended to reduce the risk of mobility equipment being damaged during loading, transport and unloading, while helping airline and airport staff understand how individual devices should be handled.
Airlines, airports and mobility aid manufacturers have also joined forces in a UK-first partnership focused on the safe carriage and handling of wheelchairs and other mobility equipment, particularly devices fitted with lithium batteries.
Staff training is another key part of the programme. Training developed with input from disabled passengers aims to improve awareness of different accessibility requirements and help employees provide appropriate support without passengers having to repeatedly explain their needs.
A new digital platform is also planned for trial, allowing disabled passengers to communicate their support requirements before arriving at the airport. This could help airports prepare assistance in advance, whether that involves buggy transport through terminals, access to separate assistance queues at security or a quiet waiting area before departure.
The group is also calling for better coordination between airline and airport websites, alongside simpler access to essential accessibility information. The aim is to make it easier for passengers to understand what support is available at every stage of their journey.
UK airports have already introduced their own initiatives to improve the experience of passengers requiring additional assistance.
London Gatwick produced a disability awareness training video in 2025, designed to help staff understand the lived experiences of disabled passengers and encourage a consistent, respectful approach to accessibility across the airport.
London Luton Airport has introduced detailed accessibility maps and independent journey information to help passengers plan their movements through the airport and understand the assistance available to them.
These measures form part of a wider effort to improve accessibility across the industry as demand for assistance continues to grow.
Airlines UK chief executive Tim Alderslade said the number of passengers requiring assistance had increased by almost 10% year on year. He added that 82% of passengers reported being satisfied with their air travel experience, while stressing the importance of continued collaboration between government and industry.
Airports UK chief executive Karen Dee also highlighted the growing demand for accessibility services, noting that demand had doubled over the previous decade. She said airports continued to invest in services for passengers requiring additional support.
The accessibility improvements come as the Government’s Civil Aviation Bill progresses through Parliament, with proposed measures intended to strengthen passenger protections and give the independent aviation regulator greater powers to act when airlines or airports fail to meet their obligations.
The legislation would allow swifter enforcement action, including fines, where passengers with disabilities are not properly supported. It also includes provisions relating to compensation for cancelled flights.
A significant proposed change would remove the compensation cap for lost or damaged wheelchairs and mobility aids on domestic UK flights, helping ensure that compensation reflects the damage sustained.
For passengers who depend on specialist mobility equipment, the cost of replacement or repair can be substantial, making the proposed change an important element of the wider effort to improve protection.
The Government also intends to launch a consultation on further accessibility reforms within 12 months of the Bill receiving Royal Assent.
The Aviation Accessibility Implementation Group’s latest report highlights progress made over the past year, while acknowledging that further improvements are needed to ensure disabled people can travel with confidence and dignity.
The work has been shaped by passenger experiences and collaboration across the aviation sector, with the focus extending beyond assistance at the airport to include information, preparation and the handling of mobility equipment.
While the new measures represent progress, their effectiveness will depend on how consistently they are implemented across airlines and airports, and whether passengers see a tangible improvement in their journeys.
For disabled travellers, the central issue remains straightforward: being able to plan a trip, receive the assistance they need and arrive at their destination with their mobility equipment intact.