British Airways launches Customer Access Advisory Panel to enhance travel experience for all

British Airways has initiated its Customer Access Advisory Panel, a move aimed at improving the travel experience for customers with accessibility needs.

The airline’s commitment to inclusivity is at the forefront of this initiative.

The panel, consisting of individuals from the disabled community, held its inaugural meeting to provide feedback and discuss service enhancements. British Airways intends to convene regularly with the panel to ensure its products and services are designed with accessibility and inclusion in mind, covering aspects from IT solutions to airport and onboard experiences.

Chaired by Mary Doyle, an accessibility advocate and wheelchair user with extensive service delivery management experience, the panel also includes:

* Simon Houghton, a behaviour change consultant who launched initiatives promoting awareness for the deaf community.

* Paul Hayman, an international Chief Financial Officer with autism, advocating for neuro-diverse individuals in air travel.

* Dom Hyams, Global Client Director at Purple Goat, focusing on inclusive marketing.

* Neil Barnfather MBE, a blind entrepreneur with expertise in technology and accessibility.

* Jennie Berry, a content producer and wheelchair user, sharing her experiences to educate others.

* Xavier Mascarell, Customer Accessibility Strategy Manager at British Airways, who founded the panel.

Xavier Mascarell, Customer Accessibility Strategy Manager at British Airways and founder of the Customer Access Advisory Panel, said: ‘British Airways carries hundreds of thousands of customers who require additional assistance each year. We work hard to remove barriers and support customers with accessibility requirements throughout their journey but know there is more work to be done. The insights and recommendations we receive from our advisory panel members will be vital to improving our accessibility offering. We want to ensure a positive flying experience for everyone and we hope the learnings we gain through these meetings will drive further change.’

Mary Doyle, Chair of the Panel, said: ‘We have a great team of professionals with lived experience on the panel who are curious, innovative and put the customer at the centre of all decisions. This team is committed to helping British Airways learn directly from the disability community and we’ll have some fun along the way.’

The initiative aligns with British Airways’ ongoing efforts to enhance accessibility services, including dedicated support for mobility, customers who are deaf, blind, or have other non-visible disabilities.