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First for Accessible Airport Facilities

26.02.2020, 15:57

First for Accessible Airport Facilities

OCS and Bristol Airport have been recognised for providing accessible facilities at Bristol Airport in an international survey by Altogether Travel which ranked Bristol and Gatwick airports in joint-first place.


The survey ranked 17 UK and five international airports based on 28 criteria, including the information they make available on site and online, hidden disabilities programmes, accessible parking, services for deaf passengers, and services for passengers with reduced mobility.


The research was conducted from the perspective of someone considering a flight and seeking airport information online. A scoring system ranked each question to determine which airports scored highest, with Bristol and Gatwick Airports coming out on top of the list.


Respondents were particularly impressed with Bristol’s informative website and airport map that features a clear symbol for adult changing facilities with equipment. In addition, having the OCS Challenge for Change report available and the showcasing of passenger experiences was a positive for many respondents.


Airport accessibility is a key consideration for people with disabilities when looking to book a flight, and the lack of adequate information online can prevent many from booking flights from certain airports. The survey identified a number of important factors in ensuring that passengers with disabilities have a positive experience, including showing waiting times for assistance, providing airport walking distances online, having a main point of contact or accessibility manager, and sharing service performance results.


John Wright, Director of Aviation and Gateways at OCS UK, says:

“We’re delighted that Bristol Airport has been recognised for its commitment to providing best-in-class accessible facilities. A key component of our aviation work is ensuring that every single passenger has the best possible experience, and we work in close partnership with our customers to deliver a service that meets each individuals’ personal needs. We look forward to continuing this partnership and making sure that Bristol remains at the forefront of providing accessible facilities.”


Piers Croft, Head of Customer Operations at Bristol Airport, adds:

“We’ve worked hard with OCS to bring our accessible facilities up to the highest possible standard. This award is testament to the strong partnership between the two organisations and we’re thrilled to be recognised.


We consider ourselves as one big team, and it’s this attitude that has helped create such as successful and consistent approach to the customer journey.”


OCS and Bristol Airport have worked together since 2008. Together, they provide assistance to over 112,000 passengers with disabilities, up from 33,000 eleven years ago. Successful initiatives in this time include the addition of a two ‘changing places’ facilities in the terminal, a quiet area, and hosting regular forums for customers and disability groups to provide feedback and suggestions.  In 2020 the work continues with hundreds of staff receiving training to become ‘Dementia Friends’ and providing an enhanced and improved waiting area for passengers with reduced mobility within the Departure Lounge which will also include a sensory area for younger flyers.


Altogether Travel is an award winning accessible holiday and travel provider, and the UK’s only Care Inspectorate registered supported travel and holiday company.

CAMFIL HVAC Filtration Solutions

Staff Reporter covers the latest news, trends and opinion from the facilities management (FM) and corporate real estate (CRE) sectors. The FM market is currently estimated to be worth USD 1 trillion annually and is projected to grow at a compounded annualised rate of approximately 5% between now and 2026.

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