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New CAA guidance given to airlines on dealing with hidden disabilities

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The Civil Aviation Authority issued new instructions to UK airlines yesterday on how they should treat passengers with ‘hidden disabilities’, including the deaf and blind.

The new guidance requires airlines to:

Have a clear and accessible pre-notification system in place allowing passengers to request special assistance at the point of booking

Share information about a passenger’s assistance needs within their own organisation and with the airport and ground handling agents 

Civil Aviation Authority hidden disabilities

Ensure a passenger with a hidden disability is seated with a travelling companion at no extra cost

Invest in quality training for staff so hidden disabilities can be identified and passengers assisted accordingly

Ensure passengers with hidden disabilities are looked after in the event of flight delays and cancellations

If you want to know more, the full CAA guidance can be found here.

Comments (144)

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  • jason says:

    OT Amex SPG/Marriott delay in points – complaint closed by Amex with no resolution date apart from wait another 2-4 weeks and no compensation…not convenience the ombudsman would see it that way but need to decided if it worth ruining the cash cow!

    • roberto says:

      I got my points however a 5K chunk was not multiplied by three in the conversion to Marriott. Spoke to a very helpful albeit less than informed operator today who systematized with my cause and kicked the can down the road for another 5 to 7 business days.

    • Roger C says:

      Spoke to Amex last night – my 11000 bonus had finally gone across to Marriott, but not multiplied by three. After a bit of offline discussion they added 22000 points to the Amex account to be swept over (at 1:1) at the end of the month.

      Hopefully we’re finally there!

  • elguiri says:

    O/T Anyone seeing the Tesco transfer bonus come through? Did the transfer of £5 worth of vouchers for 1200 avios, which show in my BA account, but the bonus of 1000 points haven’t arrived.

    • Genghis says:

      How many days does it say you have to wait in the T&Cs?

      • elguiri says:

        Good shout, I had assumed it would post at same time, however the T&Cs I finally read state “Bonus Avios will be credited to the Eligible Participant’s BAEC account within 28 days of the campaign ending. ”
        The campaign ends 15th November, so if not arrived by mid-December should follow up.

  • Tom Cook says:


    Trying to use a 2:1 voucher to go Man-LHR-JFK- but then back up to Leeds from Heathrow on the return and struggling – is it possible or do I need to return to Man fro where I started the trip?

    • Stu N says:

      You’ll probably need to phone to book that; anything other than straightforward returns don’t work online. Shouldn’t be charged extra for a phone booking either.

  • Roger1* says:

    ON topic(!) re LGW-BCN.

    Looking to get the TPs quickly for Mrs Roger, is back-to-back at BCN a serious opportunity. i/e. without overnighting? One of us has mobility problems.


  • faithy says:

    Can you still upgrade from Gold To Plat, albeit no bonus?

  • Michael says:


    I took advantage of the recent Iberia 9k avios per flight promo to enjoy a wknd in Barcelona.

    However I had my new iPhone stolen IN my (5*) hotel.

    Turned out to be the most expensive weekend away I’ve ever had!!!! 🙁

    • xcalx says:

      No insurance? schoolboy mistake.

      • David says:

        Other schoolboy mistakes:
        1) Buying an iPhone
        2) Leaving a phone in a hotel room

        • xcalx says:

          Some of my schoolboy mistakes
          Left camera on United business flight IAH-LHR. Gone
          Left camera at dining table on cruise ship. Gone
          Left camera on Ryan air flight to Knock . Handed in and waiting at airport for collection.

          In my defence all the above mistakes were alcohol induced.

      • RakishDriver says:

        Would amex plat cover this?

        • xcalx says:

          Mrs xcalx dropped phone in washbasin Amex plat offered to replace with reconditioned, when explained the phone was only a few weeks old they refunded cost of new. Great service. Holiday claim

      • Dimitri says:

        Very unlucky. I always tend to leave very expensive electronics unattended when I travel first or business in airplanes or trains and never had an issue. Stupidly assume that people don’t need to steal in these cabins. I hope I have not just jinxed it though!

    • Brighton Belle says:

      Curious.. metal key room entry or swipe card? I slightly had more faith in the electronic keys

    • Crafty says:

      “Anyone flying to BCN”?!

    • Alex W says:

      Mrs W’s colleague had his watch stolen in W Barcelona. Manchester City team were also staying there. True story.

    • marcw says:

      You know there are safes in the hotel?

    • Big Dave says:

      BEWARE anyone going to Lourdes,

      in 1992 I had some bubble-gum stolen from my hand luggage I left in the room while visiting the town – schoolboy mistake indeed as it was a school trip and I suspect my room mate and not the hotel staff

    • Michael says:

      Thanks for all the responses.
      I should have been more clear…..My phone was taken OUT OF MY POCKET in the hotel lift or as I exited and walked to the bar. I think you tend to let your guard down when in a hotel compared to when you’re out sightseeing. Very little can be done to prevent this type of theft other than locking away your valuables even when you’re with them (or holding onto them tightly), BCN is the number one pick-pocket destination in Europe if not the world.
      I had travel insurance but not phone specific insurance so I’m able to claim some money back, not all, due to single item limited.

      • Rob says:

        Mine has survived 20 hours so far and is on the table next to me in the Hilton Diagonal BCN lounge 🙂

        • Michael says:

          Don’t take your eyes off it Rob, not for a second!
          Otherwise enjoy yourself 🙂

  • Supermarek says:

    Or you can select outbound Friday 16.30 and inbound with stopover in MAD on Sunday for £172 which will net you 120TP? Maybe less but definitely extra TP for a tenner and MAD loung is choice

    • TGLoyalty says:

      100. Domestic Spanish are 20TP

    • Fatdickie says:

      Im a newbie to this but quite fancied the
      LGW-MAD-BCN and then return for 140 points ( which would gain Silver)
      But How do you book it?
      I went to, put in the dates and LGW to BCN, but it just gives me the promo fare on BA for £160
      How do I book a split journey via MAD on Iberia? Is there an option for stops?

      Or do I book via Skyscanner / Expedia which are showing the flight that I want
      Do they allow me to enter BAEC ref number?


  • Mark says:

    O/T. Just done 2 Hilton stays and earned 5k M&M miles via the promotion which I am never going to use for a redemption…what are the options for spending these? Thanks

    • thehornets says:

      Gift cards?

      • PhilW says:

        Get 500 points for downloading the app. Total is 5500 which is enough for a £15 Google play credit. Not the most efficient redemption but doable.

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