UK government pledges stronger safeguards for disabled air passengers, including protection for damaged wheelchairs

The UK government has pledged better safeguards for disabled passengers when flying, including protection from damaged wheelchairs and support from trained staff.

A report from an industry-led accessibility group said there was 'much more to be done' but that progress was being made. The report comes a year after a review led by Tanni Grey-Thompson demanded action to improve air travel, following numerous incidents in which passengers had been left stranded without assistance.

The Department for Transport said airports had added more staff training and a new standardised system has been set up to prepare airlines for handling mobility aids. More than 1,000 wheelchairs were damaged in transit in 2024 — equivalent to more than 80 a month.

Almost one in five disabled passengers are still dissatisfied with their air travel experience, however, according to the industry body, and requests for assistance are continuing to rise.

The government is planning to remove the maximum payout in compensation for lost and damaged wheelchairs. It also plans to give the aviation regulator new powers to fine airlines and airports when passengers are not given the assistance they need to travel.

The changes are expected to be included in the civil aviation bill, which is progressing through parliament. The government said the bill would give air passengers stronger protection and consumer rights.

Transport Secretary Heidi Alexander said: 'People must be able to fly with dignity and peace of mind. For disabled passengers this means not worrying about their wheelchair coming back in one piece, or whether staff will be there to support them around the airport.'

'We've backed industry to overhaul staff training, prevent damage to mobility aids and create easy, simple ways for passengers to share key information before they fly,' she added.

The co-chairs of the aviation accessibility implementation group, which is assessing progress on the 19 recommendations in Grey-Thompson's report, said: 'There is much more to be done, but we have made a positive start. We will be focusing now on embedding more of the changes that are needed to enable disabled people to fly with confidence and dignity.'

The chief executive of lobby group Airlines UK, Tim Alderslade, said the number of passengers requiring assistance was up nearly 10% year on year. '82% report that they are satisfied with their air travel experience, which demonstrates the efforts and progress airlines are making for those who require additional support when they fly,' he said.

How far these pledges translate into reality will now depend on the progress of the civil aviation bill and on implementation by airlines and airports. Disabled passengers have long demanded the right to travel with dignity and without worry — attention will stay on how far these measures move towards that goal.