British Airways Forms Customer Access Advisory Panel to Enhance Accessibility

British Airways has launched a Customer Access Advisory Panel, bringing together experts and individuals with disabilities to improve travel experiences for all passengers, particularly those with accessibility needs.

British Airways Commits to Enhanced Accessibility with New Advisory Panel

In a significant move towards improving air travel for all, British Airways has announced the establishment of its Customer Access Advisory Panel. This initiative is designed to bolster the airline's services for passengers with both visible and non-visible disabilities, ensuring a seamless and dignified travel experience.

First Meeting and Panel Composition

The inaugural meeting of the panel, which took place in London on May 8, 2024, marks the beginning of a regular consultative process with community members who bring a wealth of personal experience and professional expertise to the table. Chaired by Mary Doyle, a seasoned accessible aviation consultant and wheelchair user, the panel includes individuals like Simon Houghton, a deaf awareness advocate; Paul Hayman, an international CFO with autism; and Dom Hyams, a disability inclusion expert, among others.

Strategic Focus and Objectives

The panel will meet every few months to provide feedback and suggest improvements to British Airways' products and services. Their discussions will cover a range of topics from IT solutions to enhance airport and onboard experiences. This strategic focus is aimed at ensuring that all aspects of air travel are inclusive and accessible.

Commitment to Accessibility

Xavier Mascarell, the founder of the panel and Customer Accessibility Strategy Manager at British Airways, emphasized the airline's dedication to inclusivity: "We work hard to support customers with accessibility needs throughout their journey but acknowledge the need for ongoing improvements. The insights from our advisory panel will be crucial in enhancing our services."

Mary Doyle expressed enthusiasm about her role: "Supporting British Airways as Chair of this panel underscores the airline's commitment to making flying more accessible and comfortable. We have a dynamic team ready to drive positive changes, ensuring that the airline learns directly from those with firsthand experience of disability."

Ongoing Investments and Support

British Airways has also invested in a dedicated Accessibility team to provide specialist support and has enhanced services for a wide range of needs, including mobility assistance and support for customers who are deaf, hard of hearing, or have low vision. This comprehensive approach underlines the airline’s commitment to removing barriers and improving travel for everyone.

Looking Forward

With this new advisory panel, British Airways is set to take a proactive approach in integrating valuable community feedback into its service design, striving for a travel experience that is accessible to all. This initiative not only highlights the airline's commitment to inclusivity but also positions it as a leader in accessible travel within the aviation industry.