Civil Aviation Bill

Debate between Lord Empey and Lord Soley

Monday 2nd July 2012 Grand Committee

[Lord Soley]

I am broadly sympathetic to this group of amendments tabled by my noble friend Lord Davies, and to the recommendations of the Transport Select Committee. It is always dangerous to put too much in a Bill, but on this we need to start with the recognition that when a person comes into an airport, particularly to a major airport such as Heathrow, it is their first impression of the United Kingdom. If they are coming here from any of the emerging countries—especially China, India or Brazil—the image for someone who is thinking of setting up a business and investing here is not good. It has got a lot better since Terminal 5 opened at Heathrow. I readily accept that there is a much greater desire to do things about this. I also accept that, as my noble friend Lord Davies has pointed out, a lot of the recent problems were not caused by things that the Bill will cover; they were caused by immigration control and so on. The image of vast queues moving very slowly—which is what were seen, even if that issue will not be covered by these amendments—is very bad for Britain. It is less true for other airports but it is still true; so we need to get our act together and do rather better on this.

I was trying to envisage someone who had just emerged from one of these long queues taking part in one of these surveys, whether for immigration purposes or anything else. They might give some short, sharp answers to the questions. We have to do better. That is the thrust of these amendments and of what the Transport Select Committee was saying. I urge the Minister to look at this matter sympathetically and see whether he can come up with some way of constantly emphasising the importance of the passenger having a good experience. It does not do our business or general tourist travel any good at all to have the images we have had.

I dread to think of what will happen if we have problems of runway availability at Heathrow during the Olympics. You can see what will happen if there is a severe weather event that causes a back-up because there is no alternative runway space. You then have the inevitable position of all the other problems at the airport, and you will have some very disappointed people coming into Britain. This is rather important and the airports and the Government need to look at this whole area.

[Lord Empey]

My Lords, I am sure that most of us travelling through airports have been approached at one time or another by the person with the dreaded clipboard. No doubt all noble Lords here were free and giving of their time and answers to help these people establish their true feelings.

Whether the particular methodology contained in these amendments is right, I am not sure. No one wants to add to the difficulties of getting a licence or to the bureaucracy involved. Nevertheless, underneath all that, the noble Lord, Lord Davies, is making a fundamental point that we all share. There have been a number of cases in recent years where the whole image of this country and the welfare of many thousands of passengers have undoubtedly been put to the test. Unfortunately, on some occasions, the relevant airports have failed that test. One constantly hears that there is an absence of information being fed back to the passenger.

Of course, these emergencies obviously come out of the blue in many cases. Sometimes the airports are not properly prepared, they do not have enough staff or facilities and one understands that this is not easy to cure. Nevertheless, it should be at the core of what we are trying to do. We are trying to make aviation more efficient but, in parallel with that, we have to make it a more pleasurable experience.

In so many walks of life—we are talking mostly about finance—consumer welfare and consumer benefits are put at the core of many of the things that we do in this country. That is right and there is therefore some merit in these amendments. Whether this methodology is the right one is not necessarily the issue today. The point is that there is a fundamental issue, and I hope that the Minister will refer to it in his reply. Should there be a broadly understood standard that would apply to all airport operators in the event that an emergency will arise, as it inevitably will; and how are people to be treated? Are we to continue to see our television screens covered with images of passengers complaining about their treatment, delays and lack of information?

In order to raise standards, which is our general objective, there should surely be some methodology. I have an open mind as to whether or not it should be this precise mechanism but I hope the Minister will at least acknowledge that this must be at the core of what we do.