The industry regulator has rated the airport as 'very good' for the quality of its assistance service in its Airport Accessibility Report, which evaluates 26 of the largest UK airports.
In 2023, London Stansted was upgraded from 'good' to 'very good' for its significant improvements in assistance services and over the past year, further improvements have been made, resulting in it once again receiving top marks.
The most notable enhancements include upgrades to the Changing Places accessible toilets in the departure lounge, the introduction of sensory kits for passengers with non-visible disabilities, the addition of a landside and airside dementia meeting places and improved signage to help with independent navigation through the terminal.
Anita Harrison, London Stansted’s Customer Operations Director, said: “We're delighted to receive the highest possible rating from the CAA once again, which reflects the hard work of our colleagues and our service provider, ABM, who make every effort to provide a welcoming and inclusive experience for every passenger travelling through London Stansted Airport.
In the last 12 months, we have worked closely with our airlines and ABM to improve our service even further. The upgrades made to the Changing Places facilities, the introduction of sensory kits, and the improved signage have all contributed to us receiving top marks again.
We’re committed to providing the best possible experience to all passengers with reduced mobility and non-visible disabilities, but we strive to improve even further in the future, we acknowledge that achieving that standard is an ongoing process.”
Anna Bowles, Head of Consumer Policy and Enforcement at the UK Civil Aviation Authority, said: “Making aviation accessible to all is an important part of our work to protect the public and enable the aerospace sector. Progress is being made, and not rating any airports ‘poor’ this year is welcome, but there’s more work to do, especially by those airports we have rated ‘needs improvement’ in our report. We will continue to work with the sector to ensure that standards are maintained and improved.”
Case study: Sensory Kits
Sensory kits are now available to customer with autism or other sensory conditions to help make their airport journey a more comfortable and enjoyable experience.
Available free of charge, they contain a variety of sensory items, including weighted toys, activity books, lanyards, and noise-cancelling headphones, all of which help users to relax and overcome stressful or intense situations.
Families who may need the kits at the airport will receive them directly from specially trained airport staff. Once the bag has been used, the item can be kept or returned to a member of airport staff who will sanitise it in preparation for the next customer.
London Stansted’s Accessibility Manager, Stephanie Putt, said: “The kits will be able to help children and adults with autism or other sensory conditions to relax, focus and remain calm when going through a busy setting like check-in, security and the departure lounge, therefore, provide a more stress-free journey for families.
“The scheme is part of our is commitment to ensure that all passengers with reduced mobility and non-visible disabilities receive the best possible experience every time they travel through our airport.”
The initiative was developed in partnership with the airport's Stansted Access For Everyone (SAFE) Forum, a group of disability representatives who provide feedback and advice to the airport.
Andy Wright, chair of SAFE, said: “As the Chair of SAFE, I am delighted to see the airport has launched sensory kits. They’ve been designed to support and calm those who may become unduly stressed and nervous when travelling through the airport environment, particularly some children with autism.
“The sensory kit, which will contain a number of self-calming aids such as fidget toys, is designed to help people feel more comfortable and relax, when and where they feel distressed. The kits will be brought directly to the individual by specially trained airport support staff, as and when required.
“It’s another great initiative by the airport to support those passengers who require some form of additional assistance when they travel.”
Kevin Gay from the PACT for Autism charity, said: “Airports can be stressful and noisy places, causing stress and sensory overload to those with non-visible disabilities. There is no doubt that these kits will help to provide some relief to families travelling through airports.”