ABM airport accessibility ratings improve across UK assisted travel contracts
Airport assisted travel provider ABM has reported improved accessibility ratings at the majority of UK airports where it delivers passenger assistance services, according to the Civil Aviation Authority’s latest Airport Accessibility Performance Report.
The report independently assesses UK airports against the Civil Aviation Authority’s (CAA) regulatory framework for supporting disabled passengers and people with reduced mobility.
Manchester, Bristol and Liverpool airports all improved from a “Good” rating to “Very Good”, while Heathrow progressed from “Needs Improvement” to “Good”.
The Heathrow result marks early progress since ABM began delivering assisted travel services at the airport earlier this year.
Aberdeen and Glasgow airports maintained their “Very Good” ratings, while Stansted retained its “Good” rating.
As a result, none of the airports where ABM currently provides assisted travel services is rated below “Good”.
ABM, which describes itself as the UK’s largest provider of passenger with reduced mobility (PRM) services at airports, supports around 4.5 million passenger assistance journeys each year.
The company works with airport operators to meet CAA standards covering areas including passenger waiting times, data accuracy and consultation with disabled passengers and people with reduced mobility.
Kelly Parish, VP Transport & Aviation at ABM, said: “These results reflect a huge amount of work by our teams on the ground, and it’s fantastic to see that work recognised by the CAA’s independent assessment.
“The ratings are built on rigorous measures including waiting times, data accuracy and how effectively airports engage with disabled passengers and those with reduced mobility.
“We’re delighted with the progress, particularly at Heathrow, but our focus remains on continuous improvement. Passenger demand for assistance continues to grow, and we’ll keep investing in our people, technology and partnerships to deliver the best possible experience.”
Manchester Airport, which received a “Very Good” rating in the latest assessment, is one example of ABM’s approach to improving assisted travel services through investment in staff, partnerships and technology.
At the airport, ABM has developed a partnership with DSN, a member of Manchester Airport’s Accessibility Forum, to deliver British Sign Language training for frontline employees.
The provider has also partnered with Pure Innovations to create employment opportunities within its Assisted Travel operation, including the recruitment and support of neurodiverse colleagues.
ABM has also expanded its assisted travel vehicle fleet at Manchester Airport, with additional internal vehicles intended to improve responsiveness and reduce passenger waiting times.
Across its UK airport contracts, the company delivers assistance through training programmes accredited by Disability Rights UK, alongside coordination with airlines and airport operators.
It is also investing in technology designed to help frontline teams identify and respond to passengers’ requirements in real time.
Further investment is being made in systems aimed at improving the information provided to passengers throughout their airport journey, with ABM identifying clear and timely communication as an important part of service quality.
The company said this work will continue to develop over the coming months, supported by structured onboarding and role-specific training intended to maintain consistent service standards across its airport operations.
The UK Civil Aviation Authority has published its annual Airport Accessibility Report for 2025/26, highlighting continued improvements in accessibility standards alongside record demand for passenger assistance services.
