We want to make travel accessible for all customers, whatever their needs. Each year our customers who need special assistance is increasing. To ensure customers have a seamless journey with us, we recommend customers advise us of their assistance needs at the time of booking or at least 48 hours in advance of their flight. We then pass the information to the airport they are flying to and from.
To make sure our customers have a seamless journey with us, we have an easyJet Special Assistance Advisory Group (ESAAG) which has been in place since 2012. It includes members from key easyJet markets with experience of special assistance issues. It is chaired by former UK cabinet minister Lord David Blunkett. It gives feedback and guidance that has led to measures such as on-board wheelchairs and more accessible toilets on aircraft. ESAAG has worked with easyJet to improve services in key airports and is continuing to look at support for customers with hidden disabilities.
In 2018 we appointed a dedicated Accessibility and Assistance Manager, who works with our existing easyJet Special Assistance Advisory Group (ESAAG), and across the company on accessible travel. There is also a dedicated customer management team for accessibility-related complaints and support during disruption.