Birmingham Airport Accessibility Forum meeting minutes

Attendees

Apologies

Welcome and introductions

Andy welcomed attendees to the meeting, which was hosted at Diamond House at the airport. Introductions were made and new attendees were introduced, with apologies for those unable to attend shared with the group.

Andy then provided an overview of the Accessibility Forum, its aims, and ambitions, for the benefit of the new attendees. Before running through the main action points from the previous meeting and sharing the format and agenda for the forthcoming meeting.

Before handing over to Arron to continue with a summary presentation of the airport’s recent actions and updates since the forum members had last met.

Airport performance overview

Arron then continued by sharing various graphs highlighting the continued growth in passenger numbers for the year so far, especially those requiring the services of the Assisted Travel team. Explaining how some months had seen an increase of as much as 27% when compared to the same period last year. The average growth for passengers requiring assistance over this financial year to date is circa 16%.

Sarah highlighted an article she had read which suggests that adults over the ages 65 will increase by 30% over the next 5 years which is likely to further increase the pressures on the Assisted Travel operation.

Arron confirmed that the airports overall CSAT (Customer Satisfaction) score as being 78% which is above the 75% target. Security, Express Lane & Assisted Travel are the area’s with particularly strong results. Indicating steady improvement due to recent investments in service quality and infrastructure improvements.

Arron confirmed that changes have been made the flight information screens across site and that they now included walk times to locations.

Arron gave an update on the new AI chatbot BAB’s that is being rolled out across Birmingham Airport (BAL’s) digital platforms. Designed to be able to support customers with enquires and free up more time to deal with more complex enquirers from customers. The chatbot support’s most languages and will continue to grow and evolve. In future there will also be physical interaction/ orientation points located across the terminal. More details on this will be shared in due course.

Louise Enquired if the screens within the physical locations will be audible. It was confirmed these are still in the design phase, but accessibility has been a priority throughout.

Arron gave an update on the installation of a sensory room and family zone. This will provide facilities that will enable discreet & private areas for breast feeding, sensory room for neurodivergent passengers, quiet room and physical play areas for children.

Teresa sought assurances that the quiet room would also accommodate the needs of customers with Alzheimer’s/ Dementia. This project is still progressing and is expected to be ready for Summer 26. A group discussion followed.

Following a group discussion around wider facilities and toilets Sarah reported concerns with booking and functionality. It was confirmed there is a door code to access the Changing Places facility, but this is given over the phone to anyone who requires access. The telephone number is on the door, and this is not to restrict access but to ensure the facility remains useable & safe to the customers who need to use it following the area previously being vandalised. Arron confirmed that signage is in situ to this effect and the information is also on the website. Arron agreed to update the website if this facility is out of service so customers can plan ahead.

Arron also confirmed that there are future plans for a landside changing places facility. After this has been installed attention will turn to refreshing the current facility where possible.

Ruth raised concerns around some staff challenging the use of facilities in some circumstances whereby a disability is not visible and the impact this can have. Ruth also enquired whether washrooms are stoma friendly. Chris also shared concerns about design limitations for customers with type 1 diabetes. Arron confirmed that some facilities on-site are stoma friendly and there is a program to refresh and update toilets facilities across the site. All of these toilets include stoma friendly designs where possible. It was also confirmed that where possible, designs will be shared for input and consultation from the forum members.

Brendon briefed the group on the new travel hub on the SIA website. This has 15,000 members and is designed to support passengers with spinal injuries on travel.

Sarah raised challenges with those users in bespoke wheelchairs and suggested a “Try before you fly” initiative. Liz suggested Queen Elizabeth’s Foundation for Disabled people and gave an insight into the facilities and resources they have which may support. It was also suggested Sarah come to site to look at the different methods of lifting customers.

Assisted Travel update

Arron gave updates on the performance of the Assisted Travel operation. Including the regulatory performance. May & June saw the failure to hit the regulatory ECAC target, with only 97% of pre-advised passengers being met within 20mins. This was due to some resource challenges predominantly as a result of the condensed timelines involved with mobilising the Wilson James contract. This was quickly responded to, and Birmingham Airport has seen strong performance for the remainder of the year. Birmingham Airport is currently above the regulatory target for the reporting year April 25-March 26 and expects to maintain this throughout the remainder of the year.

Arron confirmed that Assisted Travel is one if the highest performing areas within the Airports CSAT score. With over 63% of passengers surveyed rating the service as very satisfactory. The number of surveys completed by passengers is also very high in comparison to other UK airports. The team will continue to gather as much feedback as possible to ensure accurate and tangible data is maintained. The data from the survey indicates Birmingham Airport customers are concerned about the sunflower scheme being misused. So, more focus is needed in supporting hidden disabilities throughout the site and delays with ambulifts.

Arron gave an indication into the growth of individual SSR codes now being used within the aviation industry. Year on Year WCHC has grown 18%, WCHS has grown 11%, WCHR has grown 8%, DPNA has grown 34%. This shows that the growth in service is not restricted to a particular type of assistance but instead across all assistance types. As part of this conversation, stats on non-pre advised passengers and % of no shows was also discussed. A group discussion took place with contributing factors into the number of no shows.

Ruth acknowledged that some customers book assistance in advance but will make a decision if it’s required or not, depending on a number of factors on the day.

Arron confirmed that the number of delays attributable to the Assisted Travel operation has significantly reduced by up to 17% year on year. This continues to be a focus area to improve upon.

Louise raised concerns about the lack of action since the last forum and particularly how late the presentation slides were sent over for pre-reading. Louise highlighted the impact this has and asked for this to be improved.

Arron & Liz acknowledged the impact and apologised for late arrival of the slides prior to the forum. It was agreed the slides would be sent over prior to the next forum at least 7 days in advance.

Arron confirmed continued significant investment within the Assisted Travel operation through the purchase of new Minibuses, Ambulifts and a new passenger hoist.

Taryn gave positive feedback stating that the new Aviogei Thunderlift Ambulifts looked great and were really welcoming to customers. Louise supported the positive investment but asked for reassurances that there would be enough trained resource to operate them. A positive update on the resource levels within the operation was given as a result.

Future Developments

Chris W then introduced himself to the forum members givingan oversight into the airport’s development process, which was split into 3 sections. The three sections were Capital programme – effectively short term, Development programme – mid term, and Airport Master plan – long term. Details were given to some of the projects that are currently underway, these included Info Code C stands, Air-Rail link refurbishment, Staff Screening, New family Zone, New food & beverages outlets, New domestic arrival hall/ baggage/ Baggage carousel replacements and short pier gate refurbishment.

Chris gave further expectations and into what is likely to occur over the next few years, these included various airfield and terminal upgrades and refurbishments, with a focus on significant changes coming to the arrivals journey. It is important that the Accessibility forum input into the early designs of this project and BAL will ensure this is undertaken.

Chris continued to update on the Masterplan intention and how this will be worked on before being published next year.

Andy asked for confirmation as to who and what specialists in this process would be involved.

Chris confirmed that Arup would be supporting colleagues from within BAL to create the masterplan. The masterplan will look at the next 15-year horizon so will be high level.

Andy sought clarification on the Air-Rail ownership. It was confirmed as BAL owned asset but operated by a specialist.

Brendon raised concerns about the number of blue badge bays on the airport site and gave a suggestion about being able to pre-book, or random monitoring to help police and ensure availability to the users who need to use them. It was agreed this would be raised with the commercial team who manage the car parks alongside NCP.

Security Updates

Jo was introduced to the group and gave a brief overview of the work that has been undertaken over the last few years, an update on the aviation legislation and the work the regulatory bodies are doing to understand the challenges for passengers with accessibility needs in greater detail. Jo gave an explanation to the group around what security experience at BAL should be like.

Several forum members provided examples of poor experiences and asked questions on why certain processes were required. A lengthy discussion took place around the

Jo understood the experiences and was keen to work with the group to improve but also stressed the importance of the legislation and how safety will always be prioritised. Naturally there will always be limitations between customer expectations and legislation.

Ruth suggested partitions for privacy.

Jo confirmed the infrastructure challenges and layout would make this difficult but gave details to the group on what facilities are available to support.

Rachel stressed the need for care, compassion and understanding from security team but wanted to make it clear she did not want to bypass the security requirements and spoke highly around the importance of this role.

Liz confirmed that training improvements are underway including lived experience videos.

Rachel & Chris Introduced the MDA cards for Medical device awareness to the group and went into detail about the work that has been done with the CAA on the topic. Print outs and electronic copies were also made available to the forum members. They went on to provide info from recent surveys conducted which indicated 93% of travellers with type 1 Diabetes find the security training lacking in detail when it comes to body worn medical devices. Chris gave an example of how technology has progressed and the various types of body worn medical devices available.

Jo Asked the group if they could collate ideas/ suggestions on how could be improved or specific challenges so they can be reviewed and addressed where possible.

Group agreed session was very informative & collaborative and have a far greater understanding of challenges.

Training Update

Arron started this session by giving on update on the customer experience training that is being rolled out to frontline teams with the airport organisation and the Assisted Travel operation. This was intended to be rolled throughout the year but has been delayed. So, there will now be a focus to deliver this over the quieter winter months.

Arron also confirmed that the Assisted Travel Duty management have now undertaken their train the trainer qualification, which will make it easier to roll out training to the wider team. The Team is currently not at full budgeted headcount which may cause some challenges, but recruitment will be started imminently.

Arron stated that a new refreshed disability awareness course s further delayed due to the restrictions with the platform. BAL are looking into the appropriate software and are aware of the urgency and importance of delivering this training.

Arron gave a brief overview of the work that has been undertaken with Resources for Autism.

Davina provided additional details and confirmed 50 people from across the business had attended an initial 3.5-hour training in person with a focus on autism and neurodiversity. The next steps will include a further 2-hour training session before 10 people are identified as champions. The autism champions will then each receive additional training and coaching. It was discussed that it has been a challenge with logistics, but it is a positive first step and one that we both parties are keen to further extend.

Kate gave an insight into what work has been going on within the Wilson James training function since starting the service at Birmingham in April this year. This included the annual refresher training being extended from 1 day to 2, and will include a wider range of topics. All employees within the operation will undergo this training this winter. Kate also highlighted how the refresher training will include legislative, disability awareness & inclusive customer services sections.

Kate presented a short video to the group that has been designed for visually impaired passengers and the agents who will support them if needed.

Kate informed the group that Wilson James will start to roll out a unique training qualification to their team certified by the QNUK.

Andy enquired about the training department and asked for clarification on how the training within BAL is completed.

Arron confirmed that most departments have their own trainers but there is a new Learning & development team.

Brendon enquired as to whether agency staff are subjected to the same training requirements. Arron confirmed they were.

It was suggested that BAL could improve awareness through sharing content each month on a particular condition or disability that would also include awareness days. Tours and/or open days were also discussed.

Louise confirmed that Thomas Pocklington would be happy to support with training requirements and will work with BAL to organise. Louise also asked if tactical signage is in place around accessible toilets and if not, could it be installed.

Ruth suggested moving away from the term disability awareness and instead utilise accessibility awareness.

AOB

Brendon asked for clarification on the companion rules and gave personal insight into a particular incident that impacted him. Arron explained the companion rules and what BAL do to support passengers. It was agreed the vehicle capacity needs to be made public at earliest possible opportunity to help support passengers with their choices.

The Group discussed the existence and benefits of apps such as WelcoMe and Purple Door. It was also briefly discussed around a project IATA are exploring around the central care passport.

Sarah asked fi the CAA would be able to join the next forum and support with some of the questions round legislation if possible.

Actions

• Update website to include accessible toilet references and improve usability.

• Send slide packs one week prior to meetings; label slides clearly.

• Continue development of Accessible Travel Charter.

• Improve clarity for passenger complaints process.

• Share new washroom designs with charities for feedback.

• Discuss blue badge monitoring with commercial team.

• Share security slides and develop preparation video; explore privacy measures.

• Implement autism champions, dementia friends, sight loss training; collaborate with WJ.