08 May 2024by Ilaria Grasso Macola
British Airways has convened a new customer access advisory panel to hold it to account on its pledges to make flying more accessible to all travellers.
Comprising individuals with both visible and invisible disabilities, the advisory panel recently met for the first time and will come together every few months to scrutinise BA’s commitments to improving accessibility.
Chaired by accessible aviation consultant Mary Doyle, the panel will give feedback on all airline operations from the airport and onboard experience to IT solutions, and provide practical recommendations based on evidence and lived experience.
“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,” said Doyle. “This team is committed to helping British Airways learn directly from the disability community and we’ll have some fun along the way.”
Panellists include Simon Houghton, a behaviour change consultant who was born deaf and is the founder of accessibility platform UnseenAware, and Paul Hayman, an experienced chief financial officer with international business experience who is on the autism spectrum.
The panel, which was founded by BA customer accessibility strategy manager Xavier Mascarell, also features Dom Hyams, global client director at inclusive marketing agency Purple Goat; Neil Barnfather, a blind entrepreneur and accessibility advocate; and Jennie Berry, a content producer and wheelchair user.
“We work hard to remove barriers and support customers with accessibility requirements throughout their journey, but know there is more work to be done,” said Mascarell. “The insights and recommendations we receive from our advisory panel members will be vital to improving our accessibility offering.”
