Which? responds to the CAA’s disabled passengers proposals

The CAA’s proposal for more scrutiny on treatment of disabled air travelers has been welcomed by consumer watchdog Which?

The regulator is seeking comments on a proposed framework to improve airline service levels.

It would include a transparent ranking of airlines’ performance in dealing with disabled and less mobile passengers.

It would comprise the initial flight boking process, to check-in, assistance and the overall flying experience.

Rocio Concha, Which? Director of Policy and Advocacy, said: “It’s positive that the Civil Aviation Authority is proposing to name and shame airlines who are falling short.

“However, to really make an impact and improve the flight experience for these passengers, the regulator will need to be able to take enforcement action that don’t comply with consumer law.”

“Disabled passenger rights need to be reviewed and strengthened to ensure staff are properly trained to assist,” Concha added.

“The government must urgently set out its plans to equip the aviation regulator with greater enforcement powers.”

The framework would also set standards for accommodating assistance and guide dogs on flights and the handling and storage of mobility equipment.

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