22 OCTOBER 2018


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Article from BTNews 22 OCTOBER 2018

CAA new advice on disabled

New industry guidance to airlines on assisting passengers with hidden disabilities was published last week by the Civil Aviation Authority, complementing similar advice given to airports in 2016.

The advice, formulated in association with disability groups, makes clear airlines need the right procedures in place to assist such passengers.

The CAA said it acknowledged existing good practice by some carriers, but added it expected to see passengers with hidden disabilities treated with “an appropriate level of care” by all airlines, including having a clear and accessible pre-notification system for passengers to request special assistance at point of booking.

Airlines should also share information about a passenger’s assistance needs inhouse and with airport and ground handling agents, and seek to ensure a passenger with a hidden disability is seated with a travelling companion at no extra cost.

CAA director of consumers and markets Paul Smith said: “Hidden disabilities can include autism, dementia, epilepsy and a wide range of invisible medical conditions. We are absolutely committed to ensuring everyone has equal access to air travel.

“Passengers with hidden disabilities can find airports and aeroplanes confusing and challenging, which is why we want to work with the industry to ensure the journey from check-in to arrival at a final destination is made as comfortable as possible.”


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