Disabled Access (Aviation Industry)

Debate between Lord Evans of Rainow and Yasmin Qureshi

Wednesday 7th November 2012 Westminster Hall

[Graham Evans]

I totally agree with the hon. Gentleman. He makes a very good point well. It does not matter whether it is a budget or low-cost airline or any other airline; these are fundamental customer service roles and training should be there, as a given. Let us consider the trains, for example. I use the west coast main line regularly, and have observed passengers in wheelchairs. Although trains are, by design, tight, I have noticed on the Pendolino how those passengers successfully manoeuvre themselves around the seats, luggage and toilets. The doors open, and the staff know exactly what to do. They know where the ramps are to get passengers down from the train to the platform. Platforms vary, and the sizes are different, but the staff do not make an issue of it. They have the right equipment, the right attitude, and clearly the right training, and it is a painless task to watch. A couple of weeks ago I spoke to a young gentleman in a wheelchair and he said, “I travel regularly and it is never an issue getting on or off the train.” The message is that it can be done. With good training and the right leadership and management it is an everyday occurrence, and there is absolutely no reason why that should not be the case for the air industry as well as the trains.

It should not cost more for a PRM to book flights, and I wholeheartedly recommend that there should be online booking facilities for wheelchair carriage, and a freephone number available for providing further information to the airline. It is not always possible to give advance notice, but where possible PRMs should be able just to pick up a phone to make the necessary call and not have to repeat themselves time and again.

Let us now consider what happens on arrival at the airport. Almost half of respondents said there are frequent issues when checking in, with inconsistent advice about the policies for mobility and about health equipment. Inconsistent advice and lack of training contravene the legislation, and I would be pleased if the CAA took a robust approach to communication breakdown.

[Yasmin Qureshi (Bolton South East) (Lab)]

I congratulate the hon. Gentleman on securing this debate. I am one of those people who travel with their mother, and she has to have a wheelchair to travel. One of the frustrations we find—there must be other people in a similar situation—is that after we arrive and park in the car park, getting her to the actual airport and, from there, trying to get to a wheelchair is an enormous problem. Often there are no facilities at that point. Perhaps one thing airports might consider is that, when people book their ticket in advance, such arrangements could be put in place, too, so there is something there to enable people to move and get into the airport.

[Graham Evans]

The hon. Lady is entirely right. Arranging a section of a multi-storey car park—I am thinking of a particular airport that I do not want to mention—is not beyond the capability and wit of man. Sometimes people have to park miles away from the airport, but a facility so that carers or disabled people may drive virtually to the departure lounge would have no cost implications and would be quick and straightforward. The hon. Lady has raised an important point.

On check-in, wheelchairs are normally taken by staff to be loaded. We should consider wheelchairs not only as modes of transport but as vital medical equipment. As such, I am deeply concerned by the lack of due care and training; 60% of wheelchairs are damaged in flight. Even more concerning is the £1,000 compensation limit for damage to chairs, which can cost upwards of £6,000. Surely, if the argument for the limit is that it protects the cost viability of airlines carrying such equipment, we should reposition the argument. If the training were better, fewer wheelchairs would be damaged and fewer costs paid. That is really simple, is it not? As a result, as with anything else that is transported, when a wheelchair is damaged, full compensation could be given, which would be better value for airlines and a better deal for passengers—better all round.

I am pleased there has been progress and airports are making their facilities more accessible, and it is worth noting that the 11 million disabled people in the United Kingdom, 8% of whom use wheelchairs, have a combined spending power of £80 billion a year.