2023 UK Aviation Consumer Survey: Making Airports More Accessible for Disabled Passengers

Making Airports More Accessible for Disabled Passengers

The CAA (Civil Aviation Authority) conducts a bi-annual survey to understand UK consumers' behaviour and attitudes towards commercial aviation. Since 2016, the CAA has worked with market research companies to survey around 3,500 UK residents, including non-flyers, about their views, preferences, and experiences with flying.  

This summary highlights the key findings from the 2023 report, focusing specifically on Passengers with Reduced Mobility.

Key Insights from the 2023 UK Aviation Consumer Survey  

The travel industry has made significant strides in bouncing back to pre-pandemic levels, but for disabled passengers, challenges remain widespread. Research from the CAA's UK Aviation Consumer Survey by Savanta reveals areas where accessibility and service for disabled flyers can be improved.

Aviation Accessibility Gaps  

1. Flying Less Frequently Post-Pandemic    

The number of older and disabled passengers flying has not returned to pre-pandemic levels. For disabled passengers, three-fifths report having difficulties accessing or using airports and flying.  This is particularly prevalent among consumers with both hidden and non-hidden disabilities.  

2. Increased Dissatisfaction    

The report shows that disabled passengers' overall satisfaction lags behind non-disabled passengers at nearly every airport touchpoint, particularly at baggage collection, transit between boarding gates and planes, and transferring to connecting flights.  

Assistance in High Demand  

Two-thirds of disabled flyers require specific airport or airline assistance to complete their journeys safely and comfortably. Importantly, three in ten reported they are more likely to request assistance now than they did before the pandemic.  

Types of Assistance Most Needed by Disabled Passengers  

Disabled passengers commonly require support in these areas of their airport experience:

• Buggies or Mobility Assistance for navigating terminals and reaching gates (52%)  

• Wheelchair access to arrival points, check-in desks, or restrooms (49%)  

• Assistance with stowing and retrieving luggage (47%)  

• Access to quiet rooms or sensory-friendly lounges (38%)  

• Pagers to notify them when it's time to reach the gate (35%)  

The report highlights both opportunities and responsibilities in addressing accessibility gaps within airports. By improving accessibility for disabled passengers, airports and service providers can foster a more inclusive and welcoming environment for all travellers.  

Enhancing Accessibility with the Bradshaw AV Range

One solution that tackles the transportation challenges is the Bradshaw PRM range, designed to provide the safest special assistance transportation.

The Bradshaw AV range sets itself apart from standard airport buggies with its advanced safety features. Equipped with Enhanced GSE technology, it includes interlock doors that automatically activate the park brake if a door is opened during operation and optional proximity sensors and warning systems to enhance passenger and pedestrian safety.

The AV6 model has a seating capacity for up to six passengers, while the AV8 model can accommodate up to eight passengers. Both models feature a compact, enclosed design, making them easy to navigate through airport terminals and fit seamlessly into airport lifts. Purpose-built to support PRM, the Bradshaw AV range ensures safe, efficient, and inclusive transportation for all passengers.

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