Britain’s biggest airport must do better when looking after the hugely increased number of passsengers needing special asssistance, according to an annual report from the Civil Aviation Authority. The regulator, which sets standards for such performance, says UK airports overall are making progress. But Heathrow – with Edinburgh and Glasgow Prestwick – gets its “needs improvement” rating. It had “generally good service levels” at Terminals, 2,4 and 5, but based on the data it provided for Terminal 3, it was not clear that waiting time standards were met there. The survey findings will be of acute importance not only to individual consumers who are disabled or have mobility problems but to airlines and the rest of the travel agents. It says last year 5.5 million such people requested assistance services – more than ever than ever before. Fouteen airports were rated “good”. The 11 rated “very good” included Gatwick which the Authority ruled needed improvement in last year’s survey.
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