Airports: Passenger Assistance

Baroness Brinton Excerpts

Thursday 3rd May 2018 Lords Chamber

[Baroness Brinton (LD)]

My Lords, I am glad that the Minister raised the issue of wheelchairs being returned to planes because, although it is in the guidance on the CAA website, it is not specified by Heathrow or by most other UK airports—it seems that there is a gap between the CAA guidance and what is actually happening. Part of the problem is that under their KPIs airports are held to account solely for the journey either to or from the plane, and passengers are passed from pillar to post and from staff member to staff member, often untrained. I myself was stuck in a baggage hall at 6 am for an hour because there was no one there to meet me with my chair. What can the Minister do, first, to ensure that all airport authorities come together and work to the CAA’s guidance and, secondly, to encourage new proposals like the Neatebox that is being trialled at Edinburgh, which helps disabled passengers to find assistance very quickly?

[Baroness Sugg]

My Lords, I thank the noble Baroness for her questions. She is quite right to point out that the CAA’s guidance specifies 20 minutes for wheelchairs to be returned. However, that is often not the case, as in Mr Gardner’s experience. That is something we are working with airports on. The CAA is also looking to extend its guidance, which is focused solely on airports at the moment. Of course, we need to work collaboratively with operators across every part of the journey—because we need this to be as seamless as possible—including airlines, airport service providers and handling agents. With the extension of the CAA’s guidance to deal with airlines as well we will definitely see improvements in that area.

The Neatebox is an excellent and innovative idea for providing more information to passengers with a disability. I understand that it is being trialled at Edinburgh Airport and I look forward to seeing the results.