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Airport recognised for service and accessibility

Kirkwall Airport has been recognised for its customer service and accessibility.

Kirkwall Airport has been recognised for its high levels of service delivery and accessibility.

A Civil Aviation Authority (CAA) national survey has highlighted the airport’s provision of vital links for the community, by helping residents visit hospitals on the Scottish mainland and overcome the challenges involved with dealing with smaller aircraft — particularly boarding.

This is also the first year that Kirkwall Airport has appeared in the elite group of 14 UK airports classified as “very good” by the CAA.

In order to be classed Very Good airports must achieve benchmarks:

  • Consistently exceeds, meets, or is very close to meeting, monthly waiting time performance targets.
  • Scores a rating of “good” or better in the satisfaction survey of users.
  • Engages very effectively with disability groups.
  • Publishes on its website monthly information on its performance (by a specified time and in the correct format). Submission to the CAA of the same data.
  • Robust processes in place for overseeing how it measures its performance; or, where relevant, the airport has committed to strengthen this oversight.
  • Pro-actively promotes the satisfaction survey of users of the service.

Kirkwall Airport is run by Highlands and Islands Airports Ltd. (HIAL). Managing director Inglis Lyon, said: “HIAL’s commitment to access for all passengers has been recognised for a third year by the CAA, acknowledging the hard work by all our staff to ensure our airports are as inclusive as possible.

“As an organisation, we work with local disability organisations and individuals to ensure we are always improving our offerings to better meet their needs and provide assistance where required.

“For Kirkwall to be listed as Very Good in its first year of reaching the required passenger threshold is a testament to the hard work staff put in to accommodate disabled and mobility restricted passengers.

“Kirkwall has made several upgrades to its facilities for those with additional needs in recent years including changing the flooring in the security area from carpet to lino and adding additional counter space in disabled toilets.

“We continue to invest and improve and will provide staff with additional disabilities training.”

The CAA’s framework was introduced to ensure there is a consistent and high-quality service for disabled passengers across UK airports. The CAA assesses airports against a number of measures to establish how well they are performing for disabled passengers. Where airports regularly under-perform, the CAA can take enforcement action to ensure services are improved.

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