Birmingham Airport Accessibility Forum meeting minutes

Attendees

Apologies

Welcome and introductions

Arron welcomed attendees to the meeting, held in a hybrid format, and facilitated introductions for both in‑person and online participants. Apologies were noted for those unable to attend.

Arron formally recorded thanks to Andy Wright for his considerable contribution to the Accessibility Forum over several years. Jerry echoed these thanks, highlighting Andy’s unique combination of lived experience, operational knowledge and industry expertise. Members acknowledged the positive impact Andy has had on accessibility improvements at Birmingham Airport and across the wider aviation sector.

Jerry encouraged all members to actively participate, emphasising that the forum should remain a safe space for challenge, learning and collaboration.

Airport performance overview

Arron presented an overview of airport passenger performance for the 2025/26 financial year, confirming that Birmingham Airport handled approximately 13.9 million passengers, broadly in line with forecast expectations. While some monthly variances were noted, overall performance remained stable.

Arron explained that assisted travel demand continues to increase at a faster rate than overall passenger growth. Chris and Richard both commented that data‑driven insights were valuable and supported understanding of demand trends and future pressures.

Arron noted emerging geopolitical factors that may impact travel patterns, although current passenger behaviour indicates a shift in destinations rather than a reduction in demand.

Arron provided an update in regards to ECAC performance and confirmed that over the year both pre-advised and non pre-advised target was achieved.

Customer Satisfaction (CSAT) and experience

Arron provided an overview of Customer Satisfaction (CSAT) results, confirming that Assisted Travel remains the highest‑scoring area across the airport, with current scores at approximately 89%. This performance significantly exceeds the corporate target.

Arron explained that positive drivers included staff engagement, professionalism and empathy. Jerry cautioned against becoming overly focused on headline scores alone, suggesting greater emphasis on qualitative indicators such as dignity, independence and passenger confidence.

Members discussed challenges in the arrivals journey, noting that capacity constraints continue to affect customer perception. Arron confirmed that arrivals would be a key focus of future investment and forum discussion.

Arron agreed to share a full breakdown of Assisted Travel CSAT data with forum members to provide greater transparency on experience drivers and areas for improvement.

Members discussed the ECAC score. Verbal updates were given. A wider discussion took place round the value of data sets provided.

Assisted Travel operational update and investment

Arron provided a detailed Assisted Travel update, confirming that approximately 334,000 passengers required assistance during the last reporting year. Forecasts suggest this will increase to around 395,000 passengers in the coming year.

Arron confirmed significant recent and planned investment, including approximately £4 million dedicated to new purpose‑built ambulift vehicles. Twelve new ambulifts are expected to be operational by July 2026. Members welcomed this investment, and Arron noted this was the first time vehicles had been procured specifically for Assisted Travel rather than adapted from other uses.

Arron explained that around 70% of Assisted Travel journeys are pre‑booked, with approximately 30% of demand arising from turn‑up‑and‑go passengers, which continues to present forecasting and resourcing challenges.

Arron also highlighted a year‑on‑year reduction of approximately 16% in delays attributed to Assisted Travel operations, noting this as a positive operational and customer outcome.

Assisted Travel operating model change

Arron explained the decision to move away from the hybrid Assisted Travel operating model previously in place. Following consultation, 26 Birmingham Airport employees transferred to Wilson James, resulting in full operational delivery now being managed by the service provider.

Arron stated that this change allows the airport to focus more strategically on accessibility, independent journeys, training, journey design and long‑term service improvement. Members acknowledged this as a positive structural change that should support improved outcomes.

Parking and accessibility (NCP)

Rob provided a comprehensive overview of parking and accessibility challenges across the airport estate. He noted that the number of disabled bays is currently below recommended guidance and that airport‑specific constraints make direct application of standard parking guidance difficult.

Forum members were asked to share what their expectations of airport parking are and raised concerns around inconsistent availability of accessible bays, misuse of Blue Badges, and enforcement difficulties. Rob acknowledged these concerns and explained the complexities around enforcement, particularly in long‑stay and multi‑storey environments.

Rob outlined constraints relating to car park design, lift reliability, fire evacuation requirements and the risks associated with moving modified vehicles. He explained that while pre‑booking accessible bays may appear a straightforward solution, it introduces policing and usability challenges.

Arron and Rob discussed potential options including Blue Badge pre‑registration, review of the 30‑minute free drop‑off allowance, increased promotion of valet services, and the feasibility of accessible transport from more remote car parks.

Richard highlighted the practical challenges faced by families travelling with mobility equipment and children, noting that the current free drop‑off window may be insufficient. Members agreed parking accessibility remains unresolved and should continue as a standing agenda item.

South Terminal (Safe Terminal) refurbishment

Arron & Deane presented early‑stage designs for the South Terminal departure lounge refurbishment, emphasising the importance of early accessibility input prior to construction.

Proposals aim to improve passenger flow, reduce congestion and enhance wayfinding. Deane explained the rationale for relocating the Assisted Travel waiting area away from the main thoroughfare to provide a calmer environment.

Emily, Taz and Jerry raised considerations around noise management, proximity to play areas, sensory spaces and quiet rooms. Members stressed the importance of inclusive seating layouts that allow wheelchair users to sit with companions in general seating areas.

Deane confirmed that feedback from the forum would be incorporated as designs progress and that further engagement would take place before final layouts are agreed.

DfT Accessibility Task & Finish Group update

Liz provided a detailed update on the Department for Transport Accessibility Task and Finish Group. She confirmed that 19 national recommendations have been developed following extensive consultation with airports, airlines, regulators and people with lived experience.

Liz explained that the group has now moved into the implementation phase, with workstreams focusing on training, communications, tailored services, mobility aids and consistency across UK airports.

Members welcomed the update and noted the value of Birmingham Airport’s early engagement with national initiatives.

Jerry confirmed that he had been invited to a forum for accessibility chairs by the CAA and will update the group when appropriate to do so.

Training update

Arron led a discussion on accessibility and disability awareness training. Members noted the importance of consistent training across all airport roles, particularly in relation to hidden disabilities, neurodivergence and diabetes.

Chris emphasised pinch points within the customer journey for people living with diabetes, particularly at security, and offered support through Breakthrough T1D training resources.

Arron proposed the use of regular internal communications to raise awareness of different conditions and disabilities. Members welcomed this approach and supported continued collaboration with charities.

Future forums and engagement

Arron proposed a site‑based accessibility walk‑through in May 2026 to identify pinch points across the customer journey. Members supported this approach.

The next full Accessibility Forum is provisionally scheduled for 3 November 2026. Members expressed support for greater input from airlines, frontline Assisted Travel colleagues and security teams in future sessions.

Online attendees confirmed that the hybrid format worked well, with minor improvements suggested around audio‑visual positioning.

AOB

No additional matters were raised.

Actions

• Share detailed Assisted Travel CSAT data with forum members.

• NCP to continue development of accessible parking options in collaboration with the airport.

• Forum feedback to be incorporated into South Terminal refurbishment designs.

• Progress accessibility and disability awareness training initiatives using lived experience.

• Arrange accessibility site walk‑through (May 2026).

• Confirm agenda and attendance for November 2026 forum.