Distressing and humiliating experiences are being reported by an increasing number of disabled passengers navigating air travel with disabilities, according to a growing body of testimonies. From refusals of access to essential onboard facilities to encounters with abuse from airline staff and fellow travellers, the issue is prompting renewed calls for improved accessibility and training within the aviation sector.
A high-profile case has brought this issue into sharp focus: Paralympic athlete Hannah Babalola was allegedly told she couldn't use an aisle chair on a KLM flight from Cape Town to Amsterdam on 26 May. Despite pre-booking special assistance, Ms Babalola was informed that if she needed the toilet, she'd have to go without her wheelchair or face being removed from the flight.
Her experience is not isolated; other disabled travellers' reports echo hers, highlighting a systemic problem. A July 2025 report by the National Centre for Accessible Transport found that individuals with impairments often struggle to have their needs met due to public attitudes and transport staff's limited understanding of disability. One wheelchair user was denied assistance because they could stand in some circumstances – despite being unable to navigate aircraft steps unaided.
For British nationals, the UK Civil Aviation Authority provides guidelines on accessible air travel rights, including assistance with airport movements and boarding/disembarking. However, these provisions primarily apply to individuals flying from UK airports on any airline or return journeys to the UK on UK/EU carriers. This leaves UK citizens travelling from non-EU airports on non-UK/EU airlines with limited access to assistance.
Sophie Morgan, a British TV presenter and disability rights campaigner, is co-founder of Rights on Flights. She has highlighted the challenges faced by disabled individuals, including damage to wheelchairs by airport handling staff, underscoring the need for improved accessibility and comprehensive training within the aviation sector.