UK airports improve accessibility as assistance demand hits record high

UK airports have delivered their strongest accessibility performance on record, with no major airport rated below “Good” by the UK Civil Aviation Authority (CAA), even as requests for special assistance reached an all-time high.

The regulator’s 2025/26 Airport Accessibility Report found that 5.9 million passengers used airport assistance services during 2025—another year of rapid growth in passenger demand for assistance. Since 2015, requests have increased by 115.8%, significantly outpacing overall passenger growth of 23.9%.

The report assesses the UK’s 28 busiest airports, which handle more than 150,000 passengers annually, and measures performance from April 2025 to March 2026.

No airport rated below ‘Good’

Nineteen airports achieved the CAA’s highest “Very Good” rating:

• Aberdeen
• Belfast City
• Belfast International
• Bournemouth
• Bristol
• Cardiff
• Cornwall Newquay
• East Midlands
• Edinburgh
• Exeter
• Liverpool
• London City
• London Luton
• London Gatwick
• London Southend
• Manchester
• Newcastle
• Southampton
• Teesside

Nine airports were rated “Good”:

• Birmingham
• City of Derry
• Glasgow
• Glasgow Prestwick
• Inverness
• Leeds Bradford
• London Heathrow
• London Stansted
• Norwich

The results represent a significant improvement since the CAA introduced its Airport Accessibility Performance Framework in 2014. At that time, 13 airports were rated either “Poor” or “Needs Improvement.”

According to the regulator, airports have invested millions of pounds over the past decade in accessible facilities, assistance services and staff training, leading to steadily improving standards.

Passenger assistance demand surges

The CAA says demand for airport assistance continues to rise much faster than overall air travel.

Nearly six million passengers requested assistance in 2025, reflecting an ageing population, greater awareness of available services and increasing willingness among travellers to seek support when needed.

The regulator monitored airport performance through waiting time targets, passenger satisfaction surveys and engagement with disabled passengers and representative organisations. During the reporting period it also observed assistance services on approximately 1,400 flights across 16 major airports and carried out detailed accessibility assessments at Bristol, Cardiff, Edinburgh, Glasgow Prestwick and Liverpool airports.

Satisfaction gap remains

Despite the improved airport ratings, the CAA found disabled passengers continue to experience more challenges than other travellers.

Its latest Aviation Consumer Survey found overall passenger satisfaction reached 88%, the highest level recorded since the survey began in 2016.

However, satisfaction among passengers with accessibility or disability needs stood at 82%.

The survey also found that 58% of disabled consumers experienced difficulties accessing or using airports and flying—the most commonly reported issues were walking, standing for extended periods or carrying luggage.

CAA calls for continued investment

Anna Bowles, Head of Consumer Protection at the UK Civil Aviation Authority, welcomed the progress while warning that further improvements are needed.

“The progress made in improving airport accessibility over the last decade is encouraging. Through our annual assessments, we have challenged airports to raise standards, increase transparency and focus on the needs of disabled passengers.”

She added:

“The fact that no airport was rated ‘Needs Improvement’ or ‘Poor’ this year is welcome, but we cannot be complacent. Some disabled passengers still face difficulties when travelling, and with demand for assistance services continuing to rise, airports must continue to invest in assistance services.”

Bowles also noted that the proposed Civil Aviation Bill, currently before Parliament, could strengthen the regulator’s enforcement powers if approved.

“The Civil Aviation Bill currently before Parliament would, if approved, give us additional enforcement powers to hold airports better to account for meeting the legal rights of passengers, including in relation to accessibility. This would in time help even further improve performance against our accessibility framework.”

Accessibility standards improve

UK airports have made advances in accessibility over the past decade, from almost half of assessed airports requiring improvement to every major airport now meeting at least a “Good” standard.

However, with assistance requests continuing to grow at nearly five times the rate of overall passenger growth, the regulator says airports will need to continue investing in staff, facilities and services to keep pace with rising demand and ensure disabled passengers receive a consistently high-quality travel experience.