UK pledges stronger safeguards for disabled air passengers
The UK government has promised better safeguards for disabled air passengers, including scrapping the compensation cap for damaged wheelchairs and new regulator powers to fine airlines and airports that fail to provide required assistance.
UK pledges stronger safeguards for disabled air passengers
What the government plans
The government says disabled air passengers will gain stronger protection, with two headline changes on the way: wheelchair damage compensation will no longer be capped at a maximum payout, and the aviation regulator will be able to fine airlines and airports when passengers are not given the assistance they are entitled to.
- Removing the maximum payout in compensation for lost and damaged wheelchairs
- New regulator powers to fine airlines and airports that fail to provide required assistance
Both changes are expected in the civil aviation bill, which is progressing through parliament and which the government says will strengthen passenger protection and consumer rights.
Why change was demanded
The push follows a review led by Tanni Grey-Thompson that demanded action to improve air travel a year ago. It responded to numerous incidents in which passengers had been left stranded without assistance.
One stark figure underlined the problem: more than 1,000 wheelchairs were damaged in transit in 2024 - more than 80 a month.
What has improved so far
The Department for Transport said airports had added more staff training and that a new standardised system has been set up to prepare airlines for handling mobility aids.
Transport secretary Heidi Alexander said the government backed industry to overhaul staff training, prevent damage to mobility aids and create simple ways for passengers to share information before flying. Disabled passengers, she said, should not have to worry about their wheelchair coming back in one piece, or whether staff will be there to help.
People must be able to fly with dignity and peace of mind.
How the industry responds
The aviation accessibility implementation group is assessing progress on the 19 recommendations in Grey-Thompson's report. Its co-chairs said there is much more to be done, but that a positive start has been made, with a focus on embedding more changes.
Tim Alderslade, chief executive of Airlines UK, said 82% of passengers requiring assistance report they are satisfied with their air travel experience - though almost one in five disabled passengers remain dissatisfied, according to the industry body. He added that the number of passengers requiring assistance was up nearly 10% year on year.
The changes are expected in the civil aviation bill, which is progressing through parliament.
