Air Travel Study recommends more collaboration between airlines, airports and service providers in order to improve accessibility for people with reduced mobility
A recent study carried out by the OCS Group has recommended more collaboration between airlines, airports and service providers in order to improve the quality of assistance to persons with reduced mobility (PRM) at UK airports.
OCS Group is the largest provider of assistance to persons with reduced mobility (PRM) in the UK and Ireland, and helps over one million passengers at nine airports each year. The study was based on the experiences of 543 passengers.
Some of the key findings in the report included:
- That a lack of knowledge among disabled passengers about the advance booking process led to uncertainty, lack of confidence in service provision and customer dissatisfaction.
- People with a disability or reduced mobility are significantly less likely to have flown in the last 12 months than the general population. Many fear their access needs arrangements will go wrong and opt not to fly.
- Many falsely believe that the airline is responsible for the assistance that customers are given at the airport. It is the individual airport that is responsible for passenger assistance services on arrival.
- People who have rated the assistance provided as poor or very poor reported serious problems with the handling of, and in flight damage to, mobility aids in particular Electric Mobility Aids (EMA’s).
- Over two thirds of respondents reported difficult or embarrassment explaining their impairment to security staff.
- When disabled or reduced mobility passengers were asked how they wanted to feel about the airport passenger assistance service the majority indicated that they wanted to feel reassured, confident and independant.
To find out more and to download a copy of the study click here.
Alternatively, if you need further information on accessible air travel, please do not hesitate to contact one of our team on 01-4151285 or e-mail [email protected]
