CAA to rank airlines' accessibility protocols with new framework

The regulator’s framework would rank the performance of airlines based on their service for disabled and less mobile passengers, from booking flight tickets and assistance at the airport, through to their onboard experience and complaints handling.

Ratings would include consideration of access around requesting assistance, onboard facilities such as 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 providing compensation when it is lost or damaged.

Anna Bowles, head of consumer at the CAA, said: "Our proposals to introduce this new framework are 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."