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Accessibility service rated ‘Very Good’

Posted: 15th July 2019

Highest rating for the second year in a row as Changing Places facility opens.

The service that Edinburgh Airport provides to passengers with reduced mobility and disabilities has been rated Very Good for the second year in a row.

Industry regulator, the Civil Aviation Authority (CAA), awarded Scotland’s busiest airport with the highest possible rating as more than 95,000 passengers requested assistance last year.

It comes as the airport opens its Changing Places facility for passengers with additional needs. The spacious room includes an electronic hoist, an adjustable sink, an adjustable bed and a toilet, as well as a non-slip floor and privacy screens.

Located in departures in the terminal expansion, the Changing Places facility will benefit passengers who have physical disabilities and require additional assistance when using toilet facilities.

It’s the latest addition to the airport’s special assistance offering, which includes the Welcome by Neatebox app, SignLive, WheelAIR wheelchairs and the FetchyFox app for food and drink purchases.

Gordon Dewar, Chief Executive of Edinburgh Airport said:

“The passenger experience is at the heart of everything we do and key to that is providing facilities that cater for a wide range of needs, be they physical or hidden, to ensure we make the journey through the airport a bit easier.

“We have made huge improvements to our service, something that this Very Good rating from the CAA confirms, and that is a testament to the approach and commitment shown by our teams.

“We are always looking at ways to enhance the experience for all passengers and we’re really happy to see the Changing Places facility coming into use. It provides additional facilities for passengers with additional needs and their carers, providing a space which they can use if required and which is closely located to the Special Assistance waiting area.

“More than 95,000 passengers a year require additional help when travelling through our airport so it’s incumbent upon us to make that journey memorable for all the right reasons by continually improving our Passengers with Reduced Mobility and Special Assistance offering.”

Jenny Miller, CEO of Scottish charity Promoting A More Inclusive Society (PAMIS), said:

“We are really pleased that the long-awaited changing places toilet has opened on the departure side of Edinburgh Airport. For many years families have told us that the lack of a changing place toilet at airports has meant that travelling as a family to holiday destinations was impossible. This new facility will open up many more opportunities and is paving the way for more ambitious proposals such as the Transport Scotland Accessible Travel policy ambition to have changing places toilets on aeroplanes.”

Laura Rutherford, family carer and PAMIS Changing Places Campaign Co-ordinator said:

“This Changing Places toilet at Edinburgh Airport is fantastic and will enable and empower individuals as well as families like mine; affording them the opportunity to travel the world. Changing Places toilets really do change lives.”

Equalities Minister Christina McKelvie said:

“I’m pleased that Edinburgh Airport’s commitment to accessibility means this facility is now available for people to use. The Scottish Government wants to see more accessibility and I’d encourage businesses and organisations to follow the lead of Edinburgh Airport to make accessible places a reality across Scotland.”


The CAA report can be found here:

More on Edinburgh Airport’s PRM and Special Assistance service:


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