Earlier this month, British Airways launched their new Customer Access Advisory Panel. The panel, chaired by Mary Doyle, consists of individuals with visible and non-visible disabilities to provide feedback to the British flag carrier as it strives to make the travel experience seamless for all passengers.
This month, the panel met in person for the first time with Simon Houghton, Paul Hayman, Dom Hyams, Neil Barnfather, and Jennie Berry joining Mary Doyle. Every few months, the panel will assemble to provide feedback, review new initiatives, and share insights based on first hand experience of the challenges faced by travellers with disabilities.
Mary Doyle, Chair of the Panel, said:
“Tailoring the customer experience is key to our success, as disability is not one size fits all. 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 airline’s press release provided further information about the panellists.
- Simon Houghton, a behaviour change consultant who was born deaf. Simon launched ‘WeSupportDeafAwareness’ during COVID and is the founder of UnseenAware, a movement designed to create an inclusive experience for customers and employees with disabilities that people don’t see
- Paul Hayman, an international Chief Financial Officer with more than 30 years’ experience. Paul is a frequent traveller and as someone with autism who finds air travel challenging, he is keen to help members of the neuro-diverse community by educating others
- Dom Hyams, Global Client Director at Purple Goat, the world’s first and only social-first inclusive marketing agency. Dom is the founding editor of the Disability Power100 – Power List of Disability, which showcases some of the most influential disabled changemakers in society
- Neil Barnfather MBE, a renowned entrepreneur and accessibility advocate. As a blind entrepreneur, Neil understands the challenges faced by disabled travellers. He couples this lived experience with an impressive background in technology, innovation and business transformation across sectors including telecommunications, fintech and aviation
- Jennie Berry, a content producer and wheelchair user who shares her everyday experiences to educate others about living with a disability. Jennie is the Head of Community at Sociability, an app that helps those with a disability find accessible places
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.”
This year, World Aviation Festival (8-10th October) is launching its Digital Accessibility Summit, discussing practical solutions, trust building, the role of technology for inclusivity, and much more. View the agenda online now to find out what speakers like Karen Ellis, Chief Customer Experience Officer, San Antonio International Airport, Michael Swiatek, Chief Strategy Officer, Abra Group, and Bernadette Berger, Director of Innovation, Alaska Airlines will be talking about. Book your ticket now to avoid missing out!
For more like this see:
- Glasgow Airport catalyses accessibility technology development
- Cutting-edge autonomous mobility services at LAX and MIA
- Augmented Reality at PDX supporting travellers with diverse needs
Digital Accessibility Summit at World Aviation Festival – Delve into building trust and fostering an inclusive airport experience for all passengers. Explore solutions for addressing journey pain points, standardising accessibility processes, and reframing accessibility. Learn about leveraging technology to enhance accessibility and join discussions on measuring progress, implementing immediate initiatives, and utilising passenger data for personalised experiences.
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