Heathrow accessibility rating improves as Gatwick retains top marks

Airport assistance services have improved across the UK, but the aviation regulator says disabled passengers still face delays, uncertainty and practical barriers when travelling.

Heathrow Airport has improved its accessibility rating, while Gatwick and Luton have retained the highest available classification in the UK aviation regulator’s latest annual assessment.

The Civil Aviation Authority rated Heathrow as Good for 2025/26, an improvement from the Needs Improvement rating it received last year.

Gatwick and Luton were both rated Very Good for the second consecutive year. London City and Southend also moved from Good to Very Good, while Stansted retained its Good rating.

The results are relevant to Oxfordshire residents who travel through London and South East airports for holidays, family visits or work. Heathrow and Gatwick are also directly connected to Oxford by the Airline coach service.

Across the UK, all 28 airports assessed by the regulator received either a Good or Very Good rating. None was classified as Needs Improvement or Poor.

How airports within reach of Oxfordshire performed

Airport	2025/26 rating	Change from last year	CAA findings
London Gatwick	Very Good	Unchanged	Strong waiting-time performance, robust data, high passenger survey scores and regular consultation through its Accessibility Forum.
London Luton	Very Good	Unchanged	Strong waiting times, reliable performance data and high passenger survey scores. Luton has also developed detailed accessibility maps and independent journey-planning materials.
London Heathrow	Good	Improved from Needs Improvement	Better waiting times and more robust data during much of the year, although performance weakened towards the end of the reporting period.
London Stansted	Good	Unchanged	Some improvement in arrival waiting times and audit processes, but further work is needed on the experience after passengers leave the aircraft.
London City	Very Good	Improved from Good	Strong waiting-time performance and improvements to auditing.
London Southend	Very Good	Improved from Good	Performance was close to or at 100% against waiting-time standards, alongside strong passenger survey scores.
Birmingham	Good	Unchanged	Overall waiting times improved, although the airport experienced performance issues during the busy months of May and June.

Heathrow improves, but the CAA still has concerns

Heathrow’s move from Needs Improvement to Good is one of the most significant changes for travellers from Oxfordshire.

The airport provided assistance to more than 2.6 million passengers during the reporting year, equivalent to 2.7% of everyone travelling through Heathrow.

The CAA said assistance for pre-booked arriving passengers regularly exceeded the performance level required for a Very Good rating until the end of February.

Improvements included shorter arrival waits at Terminal 3, better performance data, dedicated security lanes for disabled and less mobile passengers across all terminals, and a new lift between immigration and baggage reclaim at Terminal 4.

However, the regulator said performance dipped in February and March. Its airport visits found some arriving passengers waiting longer than expected for help at gates, being left seated in equipment for extended periods, or experiencing delays at a transfer point in Terminal 3.

Heathrow and its assistance provider have prepared a recovery plan, which has been shared with airlines and the regulator. The CAA says it will continue monitoring the airport closely.

The Good rating therefore represents real progress, but not a guarantee that every assisted journey will run smoothly.

Why Gatwick and Luton received Very Good ratings

Gatwick and Luton both achieved Very Good for the second year running.

The CAA said the two airports recorded strong performance against assistance waiting-time standards, reliable data and high satisfaction scores from people who used their services.

Both airports also held regular Accessibility Forum meetings, allowing disabled passengers and representative organisations to provide feedback on airport changes.

This included consultation during and after refurbishment work in airside assistance lounges.

Luton has also introduced detailed accessibility maps and independent journey materials designed to help passengers understand the airport before they arrive.

Record numbers are requesting airport assistance

The improvements have come during a period of rapidly rising demand.

Some 5.99 million passengers used airport assistance services in 2025, compared with 5.48 million in 2024 and 4.6 million in 2023.

That was an annual increase of 9.4%, while total airport passenger numbers rose by 3.3% over the same period.

Looking further back, the number of passengers requesting assistance has more than doubled since 2015, growing by around 116%. Overall passenger numbers grew by about 23% over that decade.

The CAA says growing demand creates particular pressure during busy travel periods and at larger airports, where assistance teams may be supporting large numbers of passengers arriving on the same flight.

Disabled passengers still report difficulties

The regulator’s ratings show improvements in airport systems, but its consumer research reveals a more mixed passenger experience.

Overall satisfaction with air travel reached 88% in the latest Aviation Consumer Survey, the highest result since the survey began in 2016.

Satisfaction among passengers with accessibility or disability needs was lower, at 82%, although that was an improvement of eight percentage points on the previous year.

More significantly, 58% of disabled consumers said they had experienced difficulties accessing or using airports and flying.

The most common needs related to walking, standing or carrying luggage.

Passengers requiring assistance also said waiting times, clear information and confidence that help would arrive were important to their experience. Delays and disruption had a particularly damaging effect where communication was poor or onward connections were involved.

Anna Bowles, the CAA’s Head of Consumer Protection, welcomed the absence of any Poor or Needs Improvement ratings but warned that airports “cannot be complacent”.

What the airport ratings actually measure

The CAA’s framework assesses airport assistance services rather than producing a general accessibility score for every part of a passenger’s journey.

Airports are judged in three main areas.

Assessment area	What the CAA examines
Waiting times	How quickly assistance is provided to arriving and departing passengers, as well as the accuracy of the airport’s performance data.
Passenger satisfaction	Survey responses from people who have used the airport’s assistance service.
Accessibility Forums	How airports consult disabled people and representative organisations when planning services and infrastructure.

A Very Good rating means the airport demonstrated consistently high performance across the framework.

A Good rating means the airport met the required standards overall but had specific areas where further improvement was needed.

The rating should not be read as a guarantee that every individual passenger will receive a faultless service. It also does not replace the need to check the airline’s arrangements for onboard assistance, mobility equipment, seating, medication or assistance animals.

Who has a right to airport assistance?

Passengers with disabilities or reduced mobility are legally entitled to free assistance when flying from a UK airport on any airline.

Similar rights apply when flying into the UK on a UK or EU airline.

Assistance is not restricted to wheelchair users. It may also be available to passengers with reduced mobility, sensory impairments, long-term health conditions or hidden disabilities such as autism or dementia.

Support can include help:

Getting to the terminal	Assistance may begin at a designated point in a car park, drop-off area, railway station or bus terminal.
Moving through the airport	Help can be provided with check-in, security, wayfinding and reaching the departure gate.
Boarding	Passengers may receive support boarding the aircraft and reaching their seat.
Arrival and transfers	Assistance may include leaving the aircraft, passing through the airport and making a flight connection.
Mobility equipment	Airports can provide wheelchairs, while airlines need advance information about personal wheelchairs and other mobility aids.

More information is available through the CAA’s assisted travel rights guide.

How to request assistance

Passengers should request assistance through their airline, travel agent or tour operator when booking the journey, or at least 48 hours before departure.

The airline passes the request to the airports involved in the journey.

Passengers should explain clearly what support they need, including whether they:

• use a manual or electric wheelchair;
• need help walking long distances or standing in queues;
• need support through security;
• are travelling with an assistance dog;
• have a medical condition requiring extra care; or
• need help because of a hidden disability.

It is sensible to request written confirmation and keep it with the booking information.

Passengers who do not book in advance can still ask for help, but the CAA warns that they may face delays or may not receive the exact support they need.

Airport-specific information should also be checked before travelling. Both Heathrow and Gatwick advise passengers to arrange assistance through their airline before departure.

Travelling from Oxfordshire to Heathrow or Gatwick

The Airline coach provides a direct connection from Oxford to Heathrow and Gatwick, with services operating during the day and night.

The operator says all of its airport coaches have lifts and can carry wheelchair users. Passengers travelling in a wheelchair are asked to contact the company in advance on 01865 785400 or at info@oxfordbus.co.uk.

Gloucester Green Coach Station has step-free access to the main boarding area.

At Heathrow, the Central Bus Station is accessible using step-free routes and lifts, while Terminal 5 has lifts throughout. At Gatwick, coach stops at both North and South terminals have step-free access and airport assistance help points are available.

Passengers should remember that notifying the coach operator does not automatically book assistance at the airport. Airport help must still be requested separately through the airline, travel agent or tour operator.

Journey stage	Who to contact
Wheelchair travel on the Airline coach	Oxford Bus Company on 01865 785400 or info@oxfordbus.co.uk.
Assistance through the airport	The airline, travel agent or tour operator, preferably when booking or at least 48 hours before departure.
Questions about airport facilities	Check the accessibility pages for Heathrow, Gatwick or the airport being used.

Details of the accessible coach service are available through the Airline’s Oxford to Heathrow and Oxford to Gatwick pages.

Assisted travel checklist

What to do if assistance goes wrong

Passengers who experience a problem should tell airport or airline staff immediately, giving them an opportunity to resolve it during the journey.

If the issue is not resolved, the passenger should use the airport’s or airline’s formal complaints process and keep copies of booking confirmations, assistance requests, photographs, receipts and correspondence.

If the response remains unsatisfactory, the complaint may be referred to an approved alternative dispute resolution body or to the CAA’s Passenger Advice and Complaints Team, depending on the organisation involved.

Step-by-step guidance is available through the CAA’s assisted travel complaints page.

What happens next?

The CAA says it will review its airport accessibility framework and consult on proposed changes later in 2026.

The aim is to encourage more consistent service during peak travel periods and narrow the gap between formal airport ratings and the experiences reported by disabled passengers.

The regulator also says it will continue monitoring Heathrow’s recovery plan and Stansted’s arrival assistance processes.

For passengers, the latest report represents progress, but the record demand and continuing satisfaction gap show that accessible air travel still depends on preparation, clear communication and reliable delivery on the day.

FAQs

Which London airports received the highest accessibility rating?

Gatwick, Luton, London City and Southend were rated Very Good in the CAA’s 2025/26 report.

What rating did Heathrow receive?

Heathrow was rated Good, improving from Needs Improvement last year. The CAA says further work is still needed, particularly on assistance for arriving passengers.

What rating did Stansted receive?

Stansted retained a Good rating. The CAA noted some improvement in arrival waiting times but said further progress was needed.

Does a Good or Very Good rating guarantee there will be no problems?

No. The rating reflects overall airport performance across waiting times, passenger surveys and consultation. Individual passengers can still experience delays or service failures.

Is airport assistance free?

Yes. Disabled passengers and passengers with reduced mobility are legally entitled to free assistance when departing from a UK airport.

How early should assistance be booked?

The CAA recommends requesting assistance when booking the flight or at least 48 hours before departure.

Is assistance available for hidden disabilities?

Yes. Assistance is available for passengers with hidden disabilities, including conditions such as autism or dementia, as well as physical and sensory impairments.

Can wheelchair users take the Airline coach from Oxford?

Yes. The operator says all Airline coaches have lifts. Wheelchair users should contact Oxford Bus Company in advance on 01865 785400 or at info@oxfordbus.co.uk.

Does contacting the coach company book airport assistance?

No. Coach accessibility arrangements and airport assistance are separate. Airport assistance should be booked through the airline, travel agent or tour operator.

What should passengers do if assistance is not provided?

Raise the issue with airport or airline staff immediately. If it is not resolved, submit a formal complaint and then follow the CAA’s escalation guidance.

Does the CAA report include London Oxford Airport?

London Oxford Airport is not among the 28 airports assessed in the 2025/26 report. The framework covered UK airports that handled more than 150,000 passengers during 2025.