Speaker Biograghy: James is a Consumer Enforcement Manager at the CAA, with particular responsibility for enforcement in the UK of Regulation EC1107/2006 concerning the rights of disabled people and those with reduced mobility. His role often takes him around the country to monitor the standards of service provided to disabled people at UK airports and on board airlines that fly from the UK. He has worked for the CAA for 17 years, during which he has had a number of roles in its consumer protection division. He also has experience of working in the aviation industry, having previously worked for Qantas Airways. Personal fact: Outside work, James also tends to find himself at airports and on airlines – but this time purely for leisure as he enjoys travelling around the world.


Day 3 - 22 March
Session: Ageing Population & PRMs

12:20 - 12:45 - Helping people with hidden disabilities access air travel
Synopsis: A key focus for the CAA is improving accessibility to air travel for people with hidden disabilities such as dementia, autism and mental health issues. CAA research suggests that a high number of people with such disabilities continue to lack confidence to travel by air. The CAA has called on UK airports and airlines flying from the UK to provide additional assistance services and enhance existing services to support this group of passengers. In the past year, airports and airlines have introduced many successful new services that have already benefited a large number of UK passengers.

Audience will learn:

• The needs of people with hidden disabilities when travelling by air
• The importance of providing appropriate assistance to people with hidden disabilities
• The responsibility of airports and airlines to ensure accessibility to this group of passengers
• The work of the CAA in requiring airports and airlines to provide additional assistance services
• The great work done so far by airports and airlines in this area