Airport must do more for disabled passengers - report

Liverpool John Lennon Airport is one of five to receive a needs improvement rating, the report says

Bosses at an airport which has been told it needs to improve its accessibility services for disabled passengers have said the rating is "disappointing" and it has immediately made changes.

Liverpool John Lennon Airport (LJLA) previously held a "very good" rating in the annual report from the UK Civil Aviation Authority.

The airport said there had been an "unforeseen" demand for assistance of more than 60% year on year.

There was also a lack of feedback from passengers which affected the downgrading, it added.

LJLA is one of five airports in the UK which received the "needs improvement' rating in the regulator's Airport Accessibility report.

Paul Staples, airport operations director for LJLA said the drop in ranking was "disappointing" particular in a year when its provider, ABM, had worked "so hard" to focus on the increased demand.

He said: "Whilst we had anticipated an increase in such requests, this level was unforeseen."

'Progress made'

But he reassured customers that a key area of the rating, the on-time performance for arrival and departing passengers - exceeded the European standard.

More than 98% of passengers were provided the required service over a rolling 12- month period, he said.

The second key area - post experience surveys from customers - did not meet the good ranking due to a lack of feedback and Mr Stapes said changes were being made "immediately" to rectify this.

Anna Bowles, Head of Consumer Policy and Enforcement at the UK Civil Aviation Authority, said: “Making aviation accessible to all is an important part of our work to protect the public and enable the aerospace sector.

"Progress is being made, and not rating any airports 'poor' this year is welcome, but there’s more work to do, especially by those airports we have rated ‘needs improvement’ in our report.

"We will continue to work with the sector to ensure that standards are maintained and improved.”