Challenging for change – a report on disabled passengers’ experience of air travel from OCS Group

The report was commissioned to support the fact-finding phase of a long term improvement programme led by OCS Group to gain a comprehensive understanding of the needs of disabled passengers in relation to air travel. The findings in the report will help ensure that these needs are met and  enhance the passenger assistance services provided.

The report based on the experiences of 543 passengers has recommend more collaboration between airlines, airports and service providers in order to improve the quality of assistance to persons with reduced mobility (PRM) at UK airports.

OCS Group is the largest provider of assistance to persons with reduced mobility (PRM) in the UK and Ireland, and helps over one million passengers at nine airports each year. In the next phase of consultation based on the findings, OCS will host a series of workshops at airports throughout the UK involving customer groups focused on different disabilities along with all service providers – airlines, airport, PRM providers and baggage handling.

Download the PDF version of the report

Download the Word version of the report

View the online version of the report

For further information, to send feedback or comment on the report please email

Download the Challenging for Change report

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