Rail Franchise Agreements

Debate between Baroness Sugg and Baroness Brinton

Tuesday 4th December 2018 Lords Chamber

[Baroness Brinton (LD)]

My Lords, I am grateful for my noble friend’s Question. I will expand it slightly to look at the particular problem that disabled passengers face in these circumstances. One deaf passenger recently got on to a train and, following a platform change, an audio announcement was made of the need to move to another platform, but no conductor or other staff member walked down the train and the person sat there for some time before realising there had been a change. Secondly, a disabled passenger was left stuck on a train that was terminated before its expected station, unable to get off with the other passengers who were taken off the train. What are the Government doing to ensure that train operating companies look after disabled passengers of all types, whether their disabilities are visible or not?

[Baroness Sugg]

My Lords, all train operators have a disabled people’s protection policy in place, and they must comply with that as a condition of their licence. The ORR is currently consulting on how we can strengthen that document to set out what train operators are required to do. It looks at key areas such as reliability of the assistance service, staff training, the notice period recommended before booking assistance and passenger information for seeking redress. The ORR has powers to take enforcement action where there are breaches of licence conditions. It has not yet used these powers, but we would absolutely encourage it to do so where there are breaches.

Airports: Disabled People

Debate between Baroness Sugg and Baroness Brinton

Monday 3rd December 2018 Lords Chamber

[Baroness Sugg]

My Lords, it is important that we look carefully at the regulations. They include provisions, but, as I mentioned in my original Answer, some of them do not specify exactly what is needed. That is why we are looking to introduce a passenger charter, to more clearly set out what we think the standard should be. Through the strategy, we are also looking at strengthening the CAA’s range of enforcement powers to deal with instances where airlines or airports have not met their legal obligations. At the moment, we are not sure whether those are right, and so we are looking to strengthen those enforcement powers.

[Baroness Brinton (LD)]

My Lords, I thank the Minister for including me in the aviation round table earlier this year, where I had some hopes that both Heathrow Airport and some of the air companies were improving their practice. A fortnight ago, however, I travelled from Heathrow to Madrid and back. My experience included staff telling me that they could not lift my suitcase because they were not insured to lift suitcases on check in, and, despite a large orange label on my chair saying, “Bring to the plane at Madrid”, when I arrived I was told that I did not have a chair on the plane at all. I was then passed from pillar to post and was dumped in a corner facing a concrete wall by staff who were trying to sort out what was going on. I ended up in tears while they tried to find my wheelchair. If this were an unusual occurrence, it would be horrific, but it is not. What is even more horrific is that this happens every day to air passengers. Charters butter no parsnips: when will the regulations be enforced to stop air travel being a ghetto for disabled people?

[Baroness Sugg]

My Lords, I am incredibly sorry to hear of the noble Baroness’s experience. She is absolutely right that these occurrences happen far too often, and that is what we need to change. Today is the United Nations International Day of Persons with Disabilities, and it is important that we as a country continue to work with international forums to promote greater accessibility to air travel for those with reduced mobility. One of the main reasons for some of these issues is the provision of information, particularly on inbound flights and when people travel internationally. That is absolutely something that we should get right, and we will work with our international partners to try to do so.

Railways: East Coast Main Line

Debate between Baroness Sugg and Baroness Brinton

Tuesday 30th October 2018 Lords Chamber

[Baroness Sugg]

My Lords, we are overseeing, as I have said many times, record investment in our railways: £48 billion over 2019 to 2024. Obviously, with all these improvements, that has given us challenges, but we should not lose sight of the benefits that are being seen through this investment. The Azuma trains alone will have 15% greater capacity, and once the full fleet is in service they will deliver a 28% increase in morning peak services. There will be improvements in accessibility, and they will be more reliable, with more storage room. That is what we should aim for.

[Baroness Brinton (LD)]

My Lords, the Azuma train appears to have fewer disabled spaces than the current high-speed trains. Can the Minister confirm that first, that will be rectified, and secondly, that passengers will not be able to store suitcases in the wheelchair spaces? Becky Whitworth could not get on a train because the entire space was filled with cases.

[Baroness Sugg]

My Lords, I understand that the new trains will have improvements in accessibility, with more wheelchair spaces, which will not include flip chairs. There will also be universally accessible toilets. However, I will write to the noble Baroness on her specific question.

Buses: Wheelchair Users

Debate between Baroness Sugg and Baroness Brinton

Tuesday 15th May 2018 Lords Chamber

[Baroness Sugg]

My Lords, I have indeed noticed that, and I acknowledge absolutely that there is frustration over the time it has taken the Government to respond to the Supreme Court ruling that was given in January last year. We know that wheelchair users continue to face unacceptable barriers when using bus services, and we are taking action to ensure that they get access to the wheelchair space. In March, the Government accepted in principle the expert recommendations of a task and finish group we set up on improving access to the wheelchair space, and we will bring forward a package of measures later this year to address the issue. I acknowledge that it can be difficult for drivers to force someone to give up a space, and that is why we are speaking to drivers, parents and other interested stakeholders on how best to address this. One option we are considering is to amend the conduct regulations, but we are also looking at driver guidance and how best to raise awareness of the behaviours expected from other passengers.

[Baroness Brinton (LD)]

My Lords, I had the privilege of being with Doug Paulley in the Supreme Court to hear that court’s judgment, which made it absolutely plain that the easiest way to resolve this problem was to amend the conduct regulations. The Minister’s predecessor, the noble Lord, Lord Ahmad, said at the Dispatch Box immediately after that judgment that the department would look at bringing forward those regulation changes. Sixteen months on, nothing has happened. To start a consultation when the Supreme Court was so clear seems ridiculous. When will the Government bring forward new draft conduct regulations?

[Baroness Sugg]

My Lords, again I acknowledge why there is frustration on this. As I said, amending legislation is certainly one of the options we are considering. I am conscious that not only wheelchair users rely on access to wheelchair space, and we must make ensure that the approach works for all passengers. We set up the task and finish group to look at this issue and advise us on what measures to take; those experts were clear that the solution lies in a combined approach, including legislation, so as I said, we are looking to amend guidance and influence passenger behaviour. We are working on this and will have a package of measures later this year, which we think will deliver what we need.

Airports: Passenger Assistance

Debate between Baroness Sugg and Baroness Brinton

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.

Disabled Access: Standards

Debate between Baroness Sugg and Baroness Brinton

Wednesday 28th February 2018 Lords Chamber

[Baroness Sugg]

My Lords, I would say that we have made quite a bit of progress on the accessibility of transport in recent years. As a result of the investment made under the access for all programme, more than 75% of rail journeys will now be through step-free systems, and we have made significant progress across the rail system, and also the bus system.

[Baroness Brinton (LD)]

My Lords, I served on the Select Committee on disability chaired by the noble Baroness, Lady Deech. Evidence that we took from the Minister, senior civil servants at the Department for Transport and, indeed, from train operating companies, indicated their intention to improve access for wheelchair users on trains. Over the last year, many train operating companies, including Southern Rail, have now instituted a 24-hour rule, with no flexibility at all and no service at unmanned stations for people in wheelchairs. Will the Minister meet me, the noble Baroness, Lady Grey-Thompson, and any other disabled users? We are hearing a lot from people who say that they are not getting a baseline standard of service, and that it is going downhill.

[Baroness Sugg]

My Lords, as part of the franchising process we are introducing an accessibility delivery plan, which will ensure that the end-to-end journey experience receives due focus when franchises are awarded. However, I will be happy to meet the noble Baroness to discuss this further to see what more we can do, as I do understand that this is a problem.