Share Your Travel Experience

Participant Information & Consent

Welcome and thank you for helping us make air travel more accessible. This survey collects first-hand feedback from passengers with disabilities and their travel companions. Your answers feed a large, anonymised database that compares experience by airline, route, airport, season and assistance type so the industry can target real-world improvements.

How we handle your data, including disability information

What we collect	Why we collect it	How we protect it
• Journey facts (airports, flight date, airline) • Your assessment of the assistance service • Information about your disability or access needs	• Calculate satisfaction scores • Pinpoint delay hot-spots • Link service quality to assistance type	• Anonymised at source - names and bookings removed • Stored on encrypted servers • Access limited to vetted research staff

We publish aggregated results (e.g. “wheelchair-return time: Heathrow vs EU median”), and may use quotes from your forms for our reports and marketing posts. However, no dataset that could identify you or your trip is ever shared without your further explicit permission. Our lawful basis is your explicit consent under UK GDPR Article 9(2)(a) and the Data Protection Act 2018.

You may withdraw at any time by e-mailing info@access-air-bility.com; all future use of your data will stop.

Please confirm that you are happy to proceed.

I have read and understood the statement above, and I give explicit consent for Access-air-bility to process my anonymised journey feedback, including disability-related information, for service improvement and benchmarking. I understand I may withdraw consent at any time.

Part 1: Personal Details

Your role

I required assistance I travelled with someone who required assistance

What's your relationship to the person you were travelling with?

What age was the person requiring assistance?

Part 2: Travel Information

Date of Travel

Airline

Flight Number

Departure Airport

Destination Airport

Did you carry any medical equipment with you on your journey?

Yes No

Please provide more information about what medical equipment you carried. (Optional)

Did you travel with an assistance dog or other service animal?

Part 3: Assistance Details

On the day of travel, did you use the airport assistance service?

How long before the scheduled departure time of your flight did you request assistance?

Upon arrival at the airport (3 hours or less) Before arriving at the airport, but less than 24 hours 24 to 48 hours Over 48 hours

Which of the following methods did you use to request assistance?

What was your reason for requesting assistance?

If you know the code that was used for your assistance request please share it here.

How easy did you find the process of requesting the assistance service?

If you'd like to leave any comments about your experience of requesting assistance, please do so here. (Optional)

Part 4: Departure Expericence

We’re now looking at your departure experience. Please rate the ease of the following aspects of your departure:

Getting to departure airport

Check-in for flight

Finding the assistance desk

Getting assigned an assistant

Going through airport security

Getting from security to departure gate

Upon arrival at the assistance desk at the airport, approximately how long did you wait to be taken to airport security?

Did you use a dedicated lounge for people requiring assistance?

Yes No

How likely would you be to recommend the lounge to a friend or colleague with a similar medical background?

How could the assistance lounge be improved?

Did you use any other facilities in the departure area, e.g. shops, restaurants, etc.?

Yes No

Did the same assistant accompany you during the entire departure process?

Yes No Not applicable

How likely would you be to recommend your departure experience to a friend or colleague with a similar medical background?

If you'd like to leave any comments about your departure experience, please do so here. (Optional)

Part 5: Flight Experience

Did you board before the other passengers?

Yes No

Which of the following methods did you use to board?

Airbridge to aircraft door from the airport terminal Used steps to board the aeroplane Taken to the aeroplane in a specialised vehicle Other

What assistance did you require to get to your seat? (Select as many as required)

What was good about the boarding process?

How could the boarding process have been improved?

The cabin crew made me feel welcome

The cabin crew ensured responded promptly to my requests

What could the cabin crew have done differently to better respond to your needs?

I had sufficient space when seated on board the aeroplane

Accessibility features on board the aeroplane helped to improve my on-board experience

How could the aeroplane design have been changed to better accomodate your needs?

Based on the flight alone, how likely would you be to recommend the airline to a friend or colleague with a similar medical background?

If you'd like to leave any other comments about your flight, please do so here. (Optional)

Part 6: Arrival Experience

After the aeroplane arrived, approximately how long did you wait for assistance to arrive?

Did the same assistant accompany you during the entire arrival process?

Yes No Not Applicable

Please rate the ease of the following aspects of your arrival:

Disembarking the flight

Transit through airport terminal

Passport control

Collecting checked-in luggage

Clearing customs

Transit into the arrivals hall

Leaving the airport

How likely would you be to recommend your arrival experience to a friend or colleague? (1 is unlike

If you'd like to leave any comments about your arrival experience, please do so here. (Optional)

Part 7: Overall Experience

How likely would you be to recommend your travel experience to a friend or colleague with a similar medical background?

The following space is provided for any other comments you wish to leave about your travel experience. (Optional)

What went well?

What could have been done better?

Any other comments you'd like to add?

Part 8: Contact Information (Optional)

If you’re happy to be contacted for additional information about this study or to participate in future research, please provide your contact details below. You can also sign up for our email newsletter to receive updates and insights from our accessibility research. Providing contact details is optional. If you do share them, we will ensure your responses remain confidential, and no identifying data will be shared without your consent.

Name

E-mail address

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