Edinburgh Airport earns top rating for accessibility service

Edinburgh Airport has earned the highest possible rating for accessibility provision after the service was brought in-house.

In a report published by the Civil Aviation Authority (CAA) this morning the airport was rated ‘very good’ for the assistance it provides passengers with disabilities and those who require additional support travelling through the airport. Between January and November 2022 there were 85,000 passengers who were supported by the airport’s special assistance service.

This rating recognises the great work of the Edinburgh Airport Services Limited (EASL) team after the service was brought in-house in April 2021, bucking the normal trend of outsourcing the provision to external companies. The airport took the decision so it could invest directly and have direct management and oversight of the service.

The change has led to a number of changes and improvements being made, including:

• Investment in a new monitoring system with accurate performance data recording

• Time and resource invested in full training for new and existing staff

• Ensuring all staff are paid the real living wage

Adam Wilson, Edinburgh Airport Operations Director, said:

“It’s incredibly important to us that all passengers who require assistance are given the support they need when travelling through the airport, and that’s why this rating from the CAA is one we’re really proud of.

“I’ve seen first-hand how passionately our teams have been working to deliver this service, and how seriously they take their responsibility to passengers.

“This rating is a testament to their efforts, and comes following a challenging 2022 which brought with it a rise in passenger numbers like never before.

“In recent years we have made a number of changes to our accessibility provision which have improved it for the better. We’ll aim to continue that progress in order to create the best possible experience for all passengers.”