Disabled passengers still have air travel concerns despite good special assistance 

(Date:18 June 2015 - CAA research:)

• New research reveals passengers with a disability or reduced mobility (PRM) are significantly less likely to fly than others, with many saying access worries are reasons not to fly.

• However research shows PRMs, who have flown in the last 12 months, are ‘confident flyers’ who are pleased with the ‘Special Assistance’provided by airports and on airlines and are likely to fly multiple times a year. 

• The Civil Aviation Authority (CAA) will use this research to continue its work with the aviation industry, along with charities, to help improve the special assistance information available, reassure PRMs and improve the perception of air travel. 

• Using its new information powers the CAA has already helped improve the quality of special assistance information available on the websites of major airlines and all UK airports.

People with a disability or a reduced mobility are significantly less likely to have flown in the last 12 months, with many fearing things will go wrong – CAA research reveals. 

In total just 39 per cent of people with a disability are classified as ‘recent flyers’, meaning they have taken a flight in the past year. This compares with 52 per cent of those without a disability. 

However the research shows that 78 per cent of those who request in advance the special assistance they are entitled to, at airports and on airlines, are either ‘very satisfied’ (54 per cent) or ‘satisfied’ ( 24 per cent) with their air travel experience. 

In addition the research also shows that those people with a disability, who are recent flyers, are as likely to fly multiple times per year, as non-PRM recent flyers. 

Research identifies that one of the reasons for the disparity relates to concerns over access, including both physical and communication barriers, along with expectations that things could go wrong. However where recent flyers pre-notified airports and airlines and requested assistance, satisfaction levels are high with the services provided.

The findings are revealed in new consumer-focused research, which the CAA commissioned to understand more about people’s behaviours, needs and attitudes toward air travel.

Commenting on the research, Iain Osborne, Group Director for Regulatory Policy at the CAA, said: “Where people with reduced mobility request special assistance in advance, they are often very satisfied with the service they get at airports and on board airlines and some, who fly multiple times a year, are clearly confident flyers. 

“However there is a significant number of other disabled passengers, who have low expectations about air travel, and fear things will go wrong and the evidence shows this group are infrequent or non-flyers. 

“Sadly it would appear one of the biggest barriers to flying is a lack of understanding and information about the specially tailored special assistance airports and airlines are legally obliged to provide, which enables people with a disability or reduced mobility – to go from departure to arrival with minimal fuss and ease. 

“Our role as a consumer champion is to make sure everyone has fair access to air travel and the opportunity to have an enjoyable experience and we will be doing further work with industry to make this happen by promoting special assistance and improving consistency of the service available.”

Other research findings 
• There is generally a high level of confidence in aviation safety and security standards.

• Consumers in general feel well informed and equipped to make air travel choices. However certain groups including PRMs, who have not recently flown and over 65s, are less well informed.

• The main reason for people flying either infrequently or deciding not to fly was ‘budget constraints’. 

The research was conducted to inform the CAA’s evidence based approach to regulation and will be used to develop our work in the near future. 

Last year the CAA used its information powers, introduced as part of the Civil Aviation Act 2012, to work with major airlines and airports to improve the quality of special assistance information available on their websites. 

We asked 50 airlines and all UK airports to ensure this information was more comprehensive, clearer to understand and displayed just one click away from their website’s homepage. We also asked that websites include a helpline number, so passengers can pre-arrange special assistance and have information on how to complain. 

Notes to Editors
CAA research
This research has been commissioned to assist the CAA in the development of its 2016 strategic plan by ensuring that current consumer behaviours, needs and attitudes are fully understood.

The specific objectives were to:
• Update the evidence on how consumers make air travel decisions, what information they use and value, and what if any gaps in provision there may be;
• Explore the hitherto under-researched topic of attitudes to air travel safety and security; and
• Provide insights into the views and experiences of people who have disabilities or reduced mobility when travelling by air, as well as infrequent and non-flyers.

Both qualitative and quantitative methods were used in this research:
• The qualitative phase was held in London, Manchester and Bristol in mid-late November 2014, and comprised 6 focus group discussions with recent flyers, eight face-to-face interviews with people with reduced mobility when travelling by air and 6 telephone interviews with non-recent flyers (the total qualitative sample was 61).
• The quantitative phase was a mixed online and telephone survey of 3,000 consumers across the UK which was conducted in mid December 2014 to mid January 2015.

Special Assistance
• European Regulation (EC) 1107/2006 provides rights for passengers with disabilities and reduced mobility when travelling by air.
• These rights apply when you fly from a European Union (EU) airport. 
• Flights to EU airports are also covered provided that you are travelling with a EU registered carrier.
• Airport operators and airlines must provide assistance free of charge if you have a disability or reduced mobility and require help to complete your journey.

CAA’s information powers
• Under the Civil Aviation Act 2012, the CAA has duties and powers to provide information to users of air transport to assist them in comparing services and facilities, and to the general public about the environmental impact of aviation. In January 2014 the CAA concluded its consulted on its proposed Statement of Policy for the use of these new information powers. The consultation can be found here 
• In December last year, the CAA has issued a notice to all UK airports, to provide ten pieces of information, on their websites, for disabled persons and person with reduced mobility. 

Civil Aviation Authority
• The CAA is the UK's specialist aviation regulator. Its activities include: making sure that the aviation industry meets the highest technical and operational safety standards; preventing holidaymakers from being stranded abroad or losing money because of tour operator insolvency; planning and regulating all UK airspace; and regulating airports, air traffic services and airlines and providing advice on aviation policy.