Civil Aviation (Consumer Protection and Regulatory Reform) Bill [Lords]

Debate between Amanda Hack and Alison Taylor

2nd reading
Wednesday 9th September 2026 Commons Chamber

[Amanda Hack (North West Leicestershire) (Lab)]

Thank you, Madam Deputy Speaker; you will be pleased to know that I have a wide variety of bags for my air travel.

I receive a lot of correspondence on airport-related issues, as East Midlands airport is right at the top of my constituency, so the improvement of customer rights and protections will be key. Having an airport in my constituency also means that I have an intimate understanding of the issues created by having an airport for a neighbour. East Midlands airport has been good at engaging with me on complaints that arise from constituents, but there is always more to be done with the local community. While I appreciate that we are unable to legislate for all in this space, I strongly welcome the Bill’s measures on consultation. Airports should be encouraged to ensure that they are as friendly a neighbour as possible.

Economically, we cannot ignore the fact that East Midlands airport employs 8,000 people, or that 375,000 tonnes of small airport freight passes through it every year. It is the largest small-parcel freight operation in the UK, with DHL, UPS, FedEx and Royal Mail all choosing to operate out of East Midlands airport. As a result, how we modernise airspace will be just as key for freight as it is for passenger aircraft.

Some 91% of travellers get to East Midlands airport by car, leaving just 9% travelling by public transport, which is actually the lowest percentage in the country. Why? There is not a single train station in my constituency and the one closest to the airport, East Midlands Parkway, does not even offer a regular bus service. People have to rely on demand-responsive transport from the closest train station to the airport.

Understandably, airport parking is one of the top subjects of correspondence I receive from my constituents, and even people outside my constituency have emailed because of the work my office has been doing on this issue. Drop-off charges, in particular, are a regular feature of my casework. Parking at East Midlands airport has recently been made barrierless—a lot of other Members have referred to that today—meaning that people can pay only online, or by using an automated phone line by midnight the following day. It can be really easy to forget to pay.

[Alison Taylor]

Does my hon. Friend agree that excessive drop-off charges can lead to dangerous behaviour around airports? The other day, I observed a taxi dropping off passengers in one of the lanes on the one-way system around Glasgow international airport, and I know that passengers are being dropped off further afield; they then have to walk along the side of the one-way system. Has my hon. Friend experienced difficulties like that in her constituency?

[Amanda Hack]

I thank my hon. Friend for raising that important point. We have a double red line zone around East Midlands airport, which makes things incredibly dangerous, particularly for those who work at the airport, and whose family cannot afford the drop-off charges. They struggle to get their loved ones to work safely. Of course, most airports allow people to set up an automatic payment account, but that is simply not accessible for all. Some people use drop-off services only once or twice a year. Airports are essentially operating a system in which it is impossible to pay at the point of sale. I have repeatedly asked East Midlands airport to install a pay terminal inside the airport building, but that request has been repeatedly refused.

The drop-off parking system is unfair, and I wrote to the parking management company, APCOA, to request data about the number of parking charge notices issued prior to the installation of the barrierless system at East Midlands airport and following the installation of that system. APCOA did not want to share that data, which I think answers my question. We need to look at the infrastructure around airports. On consumer protection, making sure that people can get to and from the airport safely has to be part of the conversation, because travellers and those who work at the airport feel that they have no choice other than to drive there, or to get a family member to drop them off, which adds costs to a holiday, or to travelling for work. I have raised this point with the Department before, and I would welcome an update on it from the Minister in his closing speech.

It has to be said, though, that East Midlands airport has been doing some really valuable work on supporting and encouraging travel for people with disabilities. Last year, its assisted travel service won a national award for its initiatives to make travel more accessible and easier; the Minister experienced that at first hand when he visited my airport last week. It has also introduced the first UK WhatsApp-based live chat system for assisted travel customers, and has invested about £1.5 million in specialist vehicles, mobility aids and terminal accessibility features. I have travelled on one of those; as somebody who is frightened of heights, it did not really fill me with confidence, but not because it was not safe. East Midlands airport has also installed improved signage, refurbished toilets and provided quiet rooms, as well as a Changing Places toilet.

Accessibility should not be the subject of a big, long conversation; it just needs to be embedded, and I think it is shameful that we are still having this conversation nationally. I greatly welcome the Government’s commitment to strengthening the rights of passengers, particularly in the accessibility space, and to removing compensation limits for wheelchairs, mobility aids and other assistive devices that are lost, damaged or destroyed by UK domestic flights. One interesting thing that arises when dealing with casework is that although wheelchairs are incredibly expensive, the time away from the wheelchair is just as important to consider. Replacing something specially adapted for a person is not an overnight job. They cannot order it from Amazon; it takes weeks to be delivered. Of course, there is more to be done on this, and I ask the Minister to set out in his response the timetable for consultation on accessibility issues.

As a parent of a child who is multiple allergic, the conversation about how we treat those with allergies on flights is a really pressing issue for me. I am greatly pleased that the Government have committed to consulting on a range of accessibility issues, including allergies. With 3 million people in the UK alone affected by food allergies, it is essential that these concerns be addressed. Natasha’s Foundation, the UK food allergy charity, has put together a detailed briefing on the issues that people with food allergies face on planes, including some real-life stories. I do not think we can overestimate the dedicated work of Natasha’s family, and the personal impact on them of the tragic loss of Natasha on a plane. I encourage the Minister to read that report. It includes the fact that about 10% of travellers with food allergies report having had an allergic reaction during a flight. Allergies account for between 2% and 4% of all medical issues that arise on board commercial airlines. I can genuinely say, as the parent of a child with multiple allergies, that sending her on a plane is absolutely terrifying. She travelled alone for the first time earlier this year, for about five hours, and was not offered food on the flight because the crew could not manage her allergies. We need to consider those matters extremely seriously.

In the light of the overnight air traffic control issue, I think it is also pertinent to talk about passenger, pilot and crew wellbeing in the event of a delay on our runways, and how it could be better managed through legislation. In February last year, I attended a roundtable discussion organised by the all-party parliamentary group on occupational safety and health, which was hosting a group of pilots representing the British Airline Pilots’ Association. We heard from the delegation about the ongoing challenges facing pilots, from regulatory failures to significant welfare concerns, particularly when boarding has already taken place. One of the situations described was pilots’ access to toilets. Delegates told us that pilots were frequently unable to use the toilet, and that sanitary items were often not provided for pilots, crew or passengers in the event of a delay. A key factor in the lack of access to such facilities is the fact that rest breaks have been driven down to legal minimums, and that too is something that we need to consider.

I welcome the Bill’s commitment to strengthening passenger protection and ensuring that the industry maintains the highest standards of safety, but I hope that when the Minister responds to the debate, he will tell us what actions will be taken to support pilots and aeroplane staff during delays such as the one that occurred overnight.