Unmet Accessibility Needs for Disabled Air Passengers in the UK: Wheelchair Damage and Staff Support

Project hypothesis (v3): Wheelchair Handling and Staff Support Audit Protocol for UK Airports Target users: Disabled air travellers using wheelchairs and requiring assistance at UK airports, as well as airport accessibility coordinators and ground handling staff involved in mobility support. How it would work: A structured audit protocol will be piloted at a consenting UK airport to document wheelchair handling procedures and staff support interactions. The protocol includes a checklist for tracking wheelchair condition before and after flights, and a brief survey for disabled passengers about staff assistance. The goal is to identify specific points where damage or inadequate support occurs, enabling targeted improvements. First version: The first version will be a paper-based audit form and passenger feedback survey, operated by airport accessibility staff and supervised volunteers over a 2-week period at one terminal. Forms will record wheelchair condition (photos and notes), handling steps, and passenger ratings of staff support. Data will be anonymized and reviewed weekly with airport management and a local disability advocacy partner. Alternatives to investigate: Existing airport incident reporting systems, airline wheelchair handling logs, and staff training records. Also, any ongoing government or industry-led accessibility audits or mystery shopper programs should be reviewed for overlap or redundancy. Difference to test: Unlike general incident reporting, this protocol focuses on real-time, step-by-step documentation and direct passenger feedback, aiming to pinpoint operational bottlenecks rather than only recording outcomes. The test is whether this approach reveals actionable gaps missed by existing systems. Human responsibilities: Airport accessibility staff, ground handlers, and a local disability advocacy group will operate the protocol, collect data, and supervise volunteers. Disabled passengers will be invited to provide feedback via a short survey after their journey. AI contribution and limits: AI is not required for the initial pilot, as data collection and analysis will be manual. If scaled, AI could assist in pattern recognition from larger datasets, but for now, human review is sufficient and safer for privacy. Data and access needed: Consent from participating passengers, access to ground handling logs, and permission to record wheelchair condition. Data quality depends on consistent form completion and honest feedback. All personal data must be anonymized and securely stored. Source-supported setting and capacity: Despite recent progress, almost a fifth of air travellers with disabilities are still dissatisfied with their experience Disabled passengers will have better safeguards when flying, the government has pledged, including protection from damaged wheelchairs and support from trained staff. Ordered steps and owners: 1. Confirm participation with a UK airport accessibility coordinator and a local disability advocacy partner. 2. Conduct a baseline review of current wheelchair handling and staff support procedures. 3. Deploy the audit protocol and passenger survey for 2 weeks, with daily supervision and weekly review meetings. Minimum resources and dependencies: Existing airport accessibility staff, ground handling teams, paper forms, pens, secure storage for forms, and a private space for passenger surveys. A local disability advocacy partner to support recruitment and oversight. No new technology required for the pilot. Confirm staff availability, partner permission and safe operating instructions before starting. Costs and affordability unknowns: Costs are unknown and not reported. The airport accessibility coordinator and local partner must obtain local quotes for printing, staff time, and any volunteer expenses, and verify affordability before committing to the pilot. How a newcomer can help: A newcomer or volunteer can assist by distributing and collecting audit forms, helping passengers complete surveys, and ensuring forms are stored securely. Tasks are limited to 4-hour shifts under supervision, with no access to personal data or direct handling of wheelchairs. Pilot and success criteria: Proposed pilot target: At least 30 wheelchair-using passengers participate over 2 weeks. Baseline: Existing incident reports (number per week). Success threshold: 30% more detailed documentation of handling steps and at least 80% of participants reporting the audit process as clear and respectful. Measured by completed forms and survey responses. Risks and safeguards: Risks include staff resistance, incomplete data, privacy concerns, and possible disruption to normal operations. There may be reluctance from passengers to participate or fear of negative consequences. Ensuring informed consent and data protection is critical. When to stop or change direction: If fewer than 10 passengers participate in 2 weeks, or if staff are unable to complete forms reliably, the pilot will be paused for review. If privacy or safety concerns arise, the protocol will be halted until mitigated.