City News

Birmingham International Airport (BIA) has invested £1.3 million on making improvements to its special assistance operation, a year ahead of new EU Legislation, which requires all European airports to make changes by 26th July 2008.

The new EU Regulations require all Airports, which handle more than 150,000 passengers a year, to have their own arrangements to assist disabled passengers in the airport rather than passengers having to rely on their airline. This means that Airports must provide special assistance to those requiring help; from the moment they reach the airport until they board the aircraft, and from when their flight arrives until they exit the airport site.

To comply with these changes, BIA worked in partnership with its airlines and the Disabled People’s Network – Solihull (DPN-S) to find a provider that could deliver the standard of service the airport expects and that passengers want - to have a safe and enjoyable journey through the terminal buildings. After a full tender process, it was decided that this service will be provided by OCS, which has been operating at BIA for seven years.

The Airport has invested in new special assistance areas in both Terminals 1 and 2 and has purchased new equipment to assist disabled travellers and people with reduced mobility. New help points are also now available in the car parks, the transport Interchange at Birmingham International rail station and throughout both Terminals. There are also more dedicated members of special assistance staff on-site during operational hours and special vibrating pagers are available to notify passengers when their escort is ready to collect them from the departure lounge special assistance area in case they are elsewhere in the lounge.

Joe Kelly, BIA’s Acting Managing Director said, “Birmingham was recently voted Europe’s best airport of its size.  I believe that by putting customers first, we will continue to maintain our excellent reputation across Europe and the rest of the World.  Our latest investment will improve the level of service for people with disabilities; whether it is a physical, sensory or intellectual impairment. The Airport has received expert help to prepare specifications in accordance with the new EU requirements from the Disabled People’s Network to ensure that any changes provide benefit to our passengers and to ensure that the right partner was contracted to meet our requirements.”

Although, from July next year, it will be Airports’ responsibility to facilitate special assistance on site, people are encouraged to notify their airline or tour operator at the time of booking of any special requirements to ensure a seamless journey.

Martin Wright, Chief Officer for the Disabled People's Network – Solihull, said, “DPN-S congratulates BIA on these improvements.  BIA’s approach to this change has been positive throughout the process recognising that around 60,000 disabled passengers use the airport each year.  By empowering disabled people with a wide range of disabilities to take part in the consultation process it enabled modifications to be made to the original plans to everyone’s benefit.”

Recent new EU Legislation requires airlines to accept all bookings from passengers who have a disability, to provide assistance on the aircraft including help getting to and from the toilet, and provide information in alternative formats to assist sensory impaired travellers. Airlines are also required to take ‘reasonable steps’ to accommodate the seating needs of people with disabilities.

To find out more about the new EU Regulations, people should visit www.dft.gov.uk/consultations/aboutria/ria/finalregulatoryimpactassessm5518. Passengers travelling from Birmingham Airport who require special assistance should call OCS on 0121 767 7878 who will assess individual circumstances.