Overview

• Of the 28 airports assessed, 11 received “very good,” 14 “good” and three—Heathrow, Edinburgh and Glasgow Prestwick—“needs improvement.”
• Requests for assistance climbed from 4.6 million in 2023 to 5.5 million in 2024, reflecting rising demand for airport support services.
• Heathrow’s Terminal 3 was criticised for discrepancies between logged waiting times and CAA observations, and the airport has since pledged new equipment and independent security lanes.
• Edinburgh’s rating suffered after a change of contractor led to staffing and operational delays in providing timely assistance.
• Prestwick was faulted for inadequate consultation with disabled users and has committed to forming an access forum to improve stakeholder engagement.