The new contract will come into effect on April 1. Wilson James brings with it substantial experience in training, knowledge sharing and innovation in this highly specialist field.
Al Titterington, terminal operations director at 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 and 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. The regulator sets and demands high service level agreements. Last year, it ranked Birmingham Airport’s accessible services as ‘good’ quality. Between April and December 2024, over 2,000 assisted travel users provided feedback, 64% of them rating the service as very satisfactory.
The new BHX contract comes into effect on April 1
