British Airways joined ‘it’s everyone’s journey’ campaign

British Airways joined ‘it’s everyone’s journey’ campaign


Image: BA plane at the airport starting to take off


British Airways is the first airline to partner with the UK Department for Transport on a new government initiative to make transport more inclusive and help people with disabilities travel with confidence.

The ‘It’s everyone’s journey’ campaign highlights several improvements the airline has made to make travel easier for the one in five disabled people in the UK, including investment in a global accessibility training program, and calls for other airlines to follow suit.



This September, British Airways launched its customer care team with a dedicated phone line for travelers who require additional assistance, helping to ensure every journey they take with the airline is as straightforward and stress-free as possible.


The British Airways Accessibility Team can be contacted via UK freephone number 0800 408 1100 from Monday to Saturday, 09:00 to 17:00. Outside of this time, customers can leave a message for the team and they will respond. 


Earlier this year the airline launched its Beyond Accessibility training program for almost 30,000 customer service agents. Since the introduction of the program in January, the carrier has seen a significant increase in customer satisfaction from low-mobility travelers and it continues to work with disability specialists to provide insightful tools for its people, including a video library providing information about different types of disabilities and practical advice on how to support customers at each stage of their journey.


Image: passengers at the airport near the service desk of BA
BA customer service (Source)


Carolina Martinoli, British Airways’ Director of Brand and Customer Experience, said: “We are thrilled to be part of, and support, the Department for Transport’s ‘It’s everyone’s journey’ campaign. We know it can be difficult for customers with additional needs to travel and British Airways is committed to creating an environment that is inclusive and makes it easier for more than half a million disabled customers who travel with us each year.”


In April, British Airways became the first and only airline to be awarded the renowned Autism Friendly Award by the National Autistic Society and has since become the first airline to produce a Visual Guide to Flying to help customers prepare for their flight. The guide, which can be found on, is endorsed by the National Autistic Society and explains the sights, sounds, smells and experiences customers may encounter during their journey.

Image: instruction from BA' Visual  Guide
British Airways Visual Guide is designed to help customers prepare for their flight ahead (Source)


More information on the range of services offered by British Airways for customers with additional accessibility needs can be found here.