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BA customer advisory panel

British Airways (BA) customer advisory panel for those who wish to fly and have visible and non-visible disabilities is now active.  It plans to meet regularly to receive feedback and discuss service improvements.

In a statement the airline says it is committed to delivering a seamless experience for everyone and is dedicated to ensuring that its accessibility offering meets the diverse needs of its customers.  

The panel is chaired by Mary Doyle, a proud wheelchair user and accessible aviation consultant, with a 25-year service delivery management background, which has taken her worldwide.

Other panellists include: Simon Houghton, a behaviour change consultant who was born deaf. Houghton launched ‘WeSupportDeafAwareness’ during Covid and is the founder of UnseenAware, a movement designed to create an inclusive experience for customers and employees with disabilities that people do not see.

Paul Hayman, an international Chief Financial Officer with more than 30 years’ experience. Hayman is a frequent traveller and as someone with autism who finds air travel challenging, he is keen to help members of the neuro-diverse community by educating others.

Dom Hyams, Global Client Director at Purple Goat, the world’s first and only social-first inclusive marketing agency. Hyams is the founding editor of the Disability Power100 – Power List of Disability, which showcases some of the most influential disabled change-makers in society.

Neil Barnfather MBE, a renowned entrepreneur and accessibility advocate. As a blind entrepreneur, Barnfather understands the challenges faced by disabled travellers. He couples this lived experience with an impressive background in technology, innovation and business transformation across sectors including telecommunications, fintech and aviation.

Jennie Berry, a content producer and wheelchair user who shares her everyday experiences to educate others about living with a disability. Berry is the Head of Community at Sociability, an app that helps those with a disability find accessible places.

Xavier Mascarell, Customer Accessibility Strategy Manager at British Airways and founder of the Customer Access Advisory Panel, said: “British Airways carries hundreds of thousands of customers who require additional assistance each year. We work hard to remove barriers and support customers with accessibility requirements throughout their journey but know there is more work to be done. The insights and recommendations we receive from our advisory panel members will be vital to improving our accessibility offering. We want to ensure a positive flying experience for everyone and we hope the learnings we gain through these meetings will drive further change".


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