Airlines to be named and shamed in new shake-up

AIRLINES are to be rated on the service they provide to passengers with a disability in a bid to drag up standards

The body that regulates the industry is calling for views on a proposed framework aimed at improving the experience of disabled and less mobile flyers

Assessments will then be carried out on all UK and non-UK airlines operating in the UK – and the results made public

Anna Bowles, head of consumer policy at the UK Civil Aviation Authority, said the move was about “holding airlines to account in meeting their obligations to disabled and less mobile passengers across all aspects of their journey

“Consumers should have confidence that the standard of support they receive when flying will meet their needs ”

The regulator ’s framework will rank the performance of each airline’s service – from booking flight tickets and assistance at the airport, through to their onboard experience and complaints handling

Ratings would include the level of access around requesting assistance, onboard facilities including seating and toilets, as well as boarding and disembarking

The framework also sets standards for bringing assistance dogs onto flights, along with providing guidance on how airlines should handle mobility equipment and provide compensation when it is lost or damaged

In developing their proposals, the regulator engaged extensively with disabled people and major airlines

Ms Bowles added: “We’re asking for feedback from individuals, disability rights groups and the industry to help shape our plans ” n The consultation runs until July 21 consultations caa co uk/corporatecommunications/performance-framework-forairline- accessibility/ n You can also write to: Consumer Protection, Consumer & Markets Group, Civil Aviation Authority, 11 Westferry Circus, London E14 4HD

“For me, the Government needs to take equal access seriously We need action and investment ” Christiane Link, a consultant and adviser on accessibility to the aviation and transport industry for more than 20 years, said: “We have to change the culture in the industry from the top down

“The Department for Transport must give a clear message that this is not acceptable anymore and that there will be severe issues if this doesn’t stop ”

Activist Alan Benson, said: “Until we treat accessibility like we treat health and safety, it’s not going to change ”

And campaigner

Stephen Anderson said he has been refused service by private hire vehicles 43 times because he was travelling with his guide dog

He said: “The problem is with these regulators there’s no teeth, there’s absolutely no teeth ”

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