The latest CAA accessibility report (CAP3117) on airport performance offers valuable insight, but no big surprises in my opinion. Demand for assistance services has been rising year-on-year for some time now. Around 5.5 million passengers requested assistance at UK airports last year, which is nearly double what we saw a decade ago. These are not exceptional events anymore. Those of us working in this space have seen it coming. Therefore, we must recognise that the model we use to deliver support must also reflect this. We can’t afford to continue with delivery models that are rigid, reactive, or narrowly designed.

The real question now isn’t whether change is needed, but rather who’s adapting fast enough, and how we evolve the service model to support more independent, more flexible passenger journeys.

What does the report tell us?

What the CAA is highlighting:

  • Weak audit trails and performance gaps will no longer be overlooked.
  • Strong operational delivery won’t receive full recognition unless it is supported by data and user feedback.
  • Governance improvements matter, but so does how performance is tracked on a day-to-day basis.

But what the report can’t fully capture is: how airports are rethinking the whole shape of delivery for the future, which in turn addresses the above points. Such as the need for:

  • Real-time operational visibility across a multitude of stakeholders
  • More innovative use of staff and resources through enhanced allocation
  • Service models that work for a range of needs, from fully assisted to independent journeys that recognise not every passenger’s needs are the same
  • Training that links to behaviour and outcomes, not just course completion
  • Information for passengers that enables choice, not dependence

What am I doing?

Across the three airports I support more closely – Cornwall Newquay, London City, and Heathrow – each has different operating environments, but the direction of travel is the same. We need airport assistance services to be better connected, better measured, and built around passenger needs. I will therefore ensure that the findings and observations are not only addressed at these airports but also continue to help shape assistance delivery that is fit for the future.

Useful links

CAA Airport Accessibility Performance Report 2024/25 and deep dive accessibility statements(CAP 3117): https://www.caa.co.uk/our-work/publications/documents/content/cap3117/