Disabled Access (Aviation Industry)

Gregory Campbell Excerpts

Wednesday 7th November 2012 Westminster Hall

[Graham Evans]

The hon. Lady is entirely right. Proactive good practice is encouraged, and I will come on to mention a certain company, and a certain individual who has been busy doing a lot of good work on that issue.

At every stage of the travel process there must be clear checks and balances, to ensure that the right information is being given and passed on, and that legislation is being adhered to. I would like to break down the travel process into the three stages of booking, at the airport, and on the plane, and to review the issues and the examples of good practice—such as those the hon. Lady just mentioned—and to consider how we can improve.

First, let us consider the booking process. Under EU legislation, it is illegal to refuse bookings because of disability, but half of respondents in the study had disability-related problems when booking airline tickets. The central principle of the law is that passengers need to advise as to their needs before travel, with persons with reduced mobility, known as PRMs, being required to give at least 48-hours’ notice. The process, however, is often convoluted, complicated and costly, with unnecessary paperwork or long, repetitious conversations.

Article 11 of the EU regulation states that air carriers and airport managing staff should have training in understanding mobility requirements. However, I support the Department for Transport’s code, which suggests that all staff in the aviation industry should be trained, so that the first point of communication covers the needs of the passenger. If a carer is needed, it is critical that seats be placed together and, where possible, chosen to best suit needs and enable better access. That is basic stuff, and although some airlines are doing it well, others are clearly failing.

[Mr Gregory Campbell (East Londonderry) (DUP)]

I congratulate the hon. Gentleman on securing the debate. Does he agree that it is absolutely crucial that most of the main airlines, particularly those that promote themselves as budget or low-cost, train their staff so that disabled people can book flights and manoeuvre their way through airports with the greatest possible support? Such training is crucial in getting a disabled person from A to B via an airline.

[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.