In August 2026 we saw the publication of the UK Civil Aviation Authority's (CAA) annual Airport Accessibility Performance Report 2025/26 ("the Report").
The timing is particularly relevant, with the UK summer holiday season well underway. Following a record-breaking 2025, during which more than 300 million passengers travelled to or through UK airports, demand for air travel continues to grow. Demand for airport assistance services has risen even faster. Between 2015 and 2025, requests for assistance increased by 115.8%, compared with overall passenger growth of 23.9%.
As millions of travellers head abroad this summer, airports and airlines face increasing pressure to ensure they can consistently meet passengers' accessibility needs.
The legal framework for accessible air travel
The CAA is responsible for enforcing the provisions of Assimilated Regulation (EU) 1107/2006 ("the Regulation").
The Regulation imposes obligations on both airports and air carriers to protect the rights of disabled passengers and passengers with reduced mobility (together, "PRMs") travelling by air. PRMs arriving at an airport are entitled to receive certain types of assistance that enables them to take their flight.
The assistance obligation extends throughout the passenger journey. It may include meeting passengers on arrival at the airport, helping with baggage, accompanying them through check-in and security, and providing support in navigating the terminal. Passengers with visual impairments may require escorted assistance, whilst those with mobility impairments may require wheelchair support.
The obligation continues during boarding, disembarkation, and onward connections. Depending on the passenger's needs, assistance may include priority boarding, aisle chairs, ambulifts for aircraft parked on remote stands, and physical assistance between the terminal and aircraft seat.
Particular protection is afforded to passengers travelling with wheelchairs and other mobility aids. Airlines must accommodate such equipment, subject to operational constraints, and ensure its prompt return on arrival. Damage to mobility equipment remains one of the most common sources of passenger complaints and related claims.
Key takeaways from the 2025/26 Report
The headline figures indicate a significant improvement on last year's results. Of 28 UK airports that were assessed, nineteen achieved a rating of "Very Good", while nine were rated "Good". No airports were classified as "Needs Improvement" or "Poor". By comparison, the 2024/25 report recorded 11 airports rated "Very Good", 14 rated "Good", and three rated "Needs Improvement". Edinburgh Airport recorded one of the most notable improvements, moving from "Needs Improvement" in 2024/25 to "Very Good" in 2025/26.
However, the Report also highlighted a number of ongoing challenges. In particular, performance was not always consistent throughout the year. For example, London Heathrow, despite achieving an overall rating of "Good", experienced a decline in performance from March 2026 onwards, which the CAA attributed to operational difficulties that began in February 2026. Similarly, Birmingham and Leeds Bradford Airports retained their "Good" ratings for a second consecutive year but fell below that standard during May and June, two of the busiest months in the reporting period.
The CAA is currently reviewing the Quality Standards Framework (CAP1228)1, which it uses to assess airport performance. A key focus of the review is how best to encourage airports to deliver consistently high standards throughout the year, including during periods of peak demand.
The outcome of that review will be of particular interest to airport managing bodies, especially those that have only recently achieved higher ratings under the current framework. A consultation on proposed changes is expected later this year and will benefit from comprehensive engagement with airport managing bodies.
Airline obligations and advance notification
The obligation on an airport managing body to ensure that assistance is provided is conditional on notification of the passenger's needs being advised to the air carrier, its agent or the tour operator at least 48 hours before the published scheduled time of departure for the flight.
Where advance notice is not provided, airports are required only to make "all reasonable efforts" to deliver the assistance requested. Importantly, a passenger need only notify the airline, its agent or the tour operator; there is no separate requirement to contact the airport directly.
Timely and accurate communication between airlines and airports is therefore essential to ensure that assistance can be planned and delivered effectively.
The Regulation also places direct obligations on air carriers. These include, among other things, carrying recognised assistance dogs in the cabin (subject to national requirements) and providing assistance to enable passengers to access on-board toilet facilities where necessary. Provision of this assistance is subject to the same notification requirements as for assistance by airports.
Complaints but few reported judgments
There appears to be relatively little reported case law concerning Regulation 1107/2006. That should not, however, be mistaken for an absence of disputes. Airports and airlines do receive complaints concerning delays in the provision of wheelchair assistance, difficulties during boarding and disembarkation, damage to mobility equipment, and missed connections attributed to failures in assistance arrangements. Many such matters are resolved through complaints processes, regulatory engagement, or settlement and never result in reported court decisions.
The lack of reported court decisions should not be taken as an indication that compliance risks are low. Failures in the provision of assistance may lead to compensation claims, regulatory scrutiny, and lower ratings under the CAA's assessment framework.
Beyond the direct financial consequences, accessibility incidents can attract significant public and media attention, creating reputational risks for airports and airlines. In an environment of increasing passenger demand and regulatory focus, organisations should therefore view accessibility not only as a compliance obligation but as a key component of operational performance and customer service.
Looking ahead
In October 2026, the Second Joint ICAO/ACI/IATA Symposium on Accessibility in International Civil Aviation ("the Second Symposium") will take place in Montreal.
Held under the theme "Advancing Global Commitment to Inclusive and Universally Accessible Air Transport for All", the event will bring together governments, industry bodies, international organisations, and civil society groups to discuss and shape accessibility measures across the passenger journey.
The symposium follows the first joint event held in December 2024. Subsequently, at the 42nd ICAO Assembly in October 2025, ICAO recognised the impact of changing societal trends on accessibility requirements and adopted an updated resolution on accessibility in international civil aviation. The resolution called for further work to assess how evolving passenger needs should influence the delivery of accessibility services.
As the CAA considers whether its own assessment framework remains fit for purpose, the Second Symposium provides a timely opportunity for the aviation sector to share ideas and best practice on responding to changing patterns of demand and ensuring air travel remains accessible for all.
[1] Civil Aviation Authority, Guidance on quality standards under Regulation EC 1107/2006 (CAP1228)
