In a further announcement focusing on passenger experience enhancements, Birmingham Airport has confirmed a new assisted travel partnership to manage this vital service provision supporting the needs of its customers.
Following a competitive process, Wilson James has been awarded the Assisted Travel contract coming into effect on the 1st April. Wilson James brings with them a wealth of experience in training, knowledge sharing and innovation in this highly specialist arena.
Al Titterington, Terminal Operations Director of Birmingham Airport said: “We are delighted to partner with Wilson James as our service provider for those customers who require assistance whilst using the Airport. In improving the experience for our most vulnerable customers as the airport continues to grow, it is important we have the right partner with which to do so. Wilson James comes with a great track record in this area and its laser light focus on the customer, will support our objectives.”
Elizabeth Hegarty, Managing Director – Aviation & Transport at Wilson James said: “We are thrilled to be partnering with Birmingham Airport to deliver high-quality assisted travel services. At Wilson James, we are committed to providing a seamless and dignified experience for passengers who require assistance, ensuring their journey is as smooth and stress-free as possible. With our expertise in innovation, training, and customer care; and supported by our Disability Stakeholder Forum which brings together individuals with lived experience to help shape our service provision, we look forward to enhancing the airport experience for all passengers and supporting Birmingham Airport during this exciting period of growth.”
Accessible services in all airports are regulated, closely monitored and ranked in terms of performance. Last year, Birmingham Airport received a ‘GOOD’ quality service from the regulator, that sets and demands high service level agreements. Between April and December 2024, over 2,000 assisted travel users provided feedback where 64% rated the service as very satisfactory.
