Air Travel: Disabled Passengers

Baroness Randerson Excerpts

Thursday 23rd November 2023 Grand Committee

[Baroness Randerson (LD)]

My Lords, I start by thanking my noble friend Lady Brinton for bringing us the opportunity for such an important debate. She has recounted some very sobering experiences. As the noble Baroness, Lady Grey-Thompson, spoke, I recalled the apparent progress that we made during the 2012 Olympics in developing public understanding, appreciation and awareness of disability issues. Paralympic athletes such as the noble Baroness became our national heroes. My thought was: have we forgotten so soon? Has our society moved to ignoring these problems and issues again?

Of course, a change has occurred. Statistics show that requests for assistance for disabled passengers have doubled for airlines in the past two or three years. Those requests, as people decided to go on holiday and travel again after years of Covid restrictions, were being lodged at a time when the aviation industry had huge problems with recruitment, but some of the problems are not just transitory. They are endemic in the system.

When I was preparing for this debate, I was trying to analyse the source of the problems. Meeting these needs is a combination of provision by the airport and provision by the airline. One thing that is very useful indeed is the CAA’s annual survey and report on the record of individual airports. I am sure that the Minister will refer to this in this response. The CAA’s report shows that there have been improvements since what can be regarded only as the complete nadir in 2022—things have improved somewhat.

That report is important for two reasons. First, it incentivises the airports to improve their achievements and service, because they are named and shamed. Secondly, it is a source of information for people using wheelchairs who wish to travel, because you can pick out a better airport. It used to be that you avoided Luton at all costs but it has improved lately. What gives me real concern is that Heathrow seems to have a consistently poor record. That is our premier airport; it has the numbers to be able to provide a regular service and I cannot see why it does not consistently do well.

The other part of the jigsaw is the airlines. International lists of good airlines dealing with passengers with disabilities do not feature British-based airlines very much and that is a matter of concern to me.

My noble friend Lady Ludford talked about her Eurostar experience. I have never tried to board a plane in a wheelchair, but I needed a wheelchair last year, soon after my heart operation, when I got on the Eurostar. I have to say that I was treated brilliantly; the staff were absolutely lovely. The whole process was smooth—but I was not, of course, using my own wheelchair. I was using Eurostar’s and I could, with assistance, walk up a step, so it was not parallel to my noble friend’s experience with her husband. I hope the fact that I was treated so well suggests that, over the couple of years since the incident she recounted, things might have improved.

One problem is that this is partly an international issue, and we can control the British end better than we can control the further end of the journey. I also want to draw attention to the fact that airport services are remarkably fragmented: ground handling, luggage, catering, retail, security and passport control, bus transfers and the flight itself are all provided by different companies, and the co-ordination of those is a massive task. I am not trying today to reorganise the aviation industry but I wonder whether there might be a better way of co-ordinating it.

This debate has been overwhelmingly about aviation, but I suggest that a similar story could and should be told about railway services. On a weekly basis, on the trains that I travel on, I watch people in their wheelchairs—there are always people in wheelchairs on intercity services—who are worrying. You can see that they are not sure about the provision of services, and on a couple of occasions I have had to come to someone’s rescue by shouting at a member of staff further down the platform to make the point that there is someone waiting to get off. There is still a long way to ago.