British Airways has taken a groundbreaking step towards enhancing the travel experience for customers with accessibility needs by establishing its Customer Access Advisory Panel. This independent body, composed of individuals with both visible and non-visible disabilities, will convene regularly to provide invaluable feedback on the airline’s accessibility initiatives.
The panel’s mission is to actively engage with British Airways and offer practical recommendations rooted in their lived experiences. Their input will influence improvements across all aspects of the customer journey, from IT solutions to airport and onboard experiences. The panel will play a pivotal role in shaping British Airways’ products and services to prioritize accessibility and inclusivity.
Mary Doyle, an accessibility advocate with extensive experience, leads the panel. Her global perspective as a wheelchair user and accessible aviation consultant brings a wealth of knowledge to the group. Other panelists represent a diverse range of expertise and lived experiences, ensuring a comprehensive understanding of accessibility needs.
Xavier Mascarell, Customer Accessibility Strategy Manager at British Airways, expressed the airline’s unwavering commitment to removing barriers for customers with accessibility requirements. He emphasized that the insights from the advisory panel will be instrumental in improving the accessibility offerings and providing a positive flying experience for everyone.
Mary Doyle, Chair of the Panel, highlighted the significance of the initiative, stating that it demonstrates British Airways’ leadership in making flying more comfortable and dignified for all. The panel’s commitment to putting the customer at the heart of all decisions will guide their work in partnering with British Airways to create a more inclusive travel environment.
The Customer Access Advisory Panel is an integral part of British Airways’ ongoing efforts to enhance its accessibility services. With a dedicated Accessibility team, the airline provides specialized support for individuals with mobility impairments, hearing or visual impairments, and non-visible disabilities or conditions. This comprehensive approach underscores British Airways’ dedication to meeting the diverse needs of its clientele and ensuring a seamless and inclusive experience for all customers.
