Performance framework for airline accessibility

Closed 21 Jul 2023

Opened 25 Apr 2023


The UK Civil Aviation Authority (CAA) is responsible for the enforcement of UK Regulation (EC) No 1107/2006 concerning the rights of disabled and less mobile persons when travelling by air. This applies to all flights from the UK and flights to the UK on UK and EU registered carriers. This legislation is intended to ensure that such people have the same opportunities for air travel as others, in particular that they have the same rights to free movement, freedom of choice and non-discrimination. 

In 2014 the CAA introduced a UK wide Airport Accessibility Performance Framework. We consider that in general the framework has been successful in driving improved compliance with UK Regulation (EC) No 1107/2006 and improving the overall quality of assistance at many UK airports. We have been heartened by the positive and constructive way in which airports have embraced the framework and its aims. 

The CAA is now considering developing a similar framework for airlines. This consultation seeks stakeholder’s views on the CAA’s proposal to develop an Airlines Accessibility Performance Framework.

Consultation documents

CAP 2486: Performance framework for airline accessibility sets out the work undertaken by the CAA to date for the potential development of an Airlines Accessibility Framework and seeks views from stakeholders. It includes the questions in each section.

Annex 1 Recognised assistance dogs: Summary of responses to the Call for Evidence sets out a summary of the responses received to the 2019 call for evidence, structured according to the issues raised, and questions asked.

Why your views matter

In this consultation, we encourage responses from all stakeholders; including airlines, disability stakeholders, airports etc, but particularly those who we have not already had direct conversations with during our research.

How to respond


Responses to this consultation document can be submitted online using the online survey.

By email

If you are unable to give us your views online, or if you have any questions about the document, please email 

In writing

Alternatively, if you would prefer you can write to us at:

Consumer Protection
Consumer & Markets Group
Civil Aviation Authority
11 Westferry Circus
E14 4HD

By telephone

In case you are unable to submit your response in writing via any of the above mentioned channels you can call 0330 138 5015 from Monday to Friday between 9am and 5pm to arrange a telephone conversation in order to submit your response. Please note that this number is only for this consultation.

If you require the CAA’s advice or assistance for your individual claim you can find more information as well as contact details for the appropriate team on our main website - How the CAA can help.


  • Airline passenger
  • Commercial airlines
  • Airport operators


  • Consumer protection
  • Disability rights