Disabled Access (Aviation Industry)

Lord Evans of Rainow Excerpts

Wednesday 7th November 2012 Westminster Hall

[Graham Evans (Weaver Vale) (Con)]

It is an absolute pleasure to serve under your leadership, Mrs Brooke, and I thank everyone for attending the debate. I am sure we all agree that everyone should have the right to free movement—to work, live and travel safely throughout the world—but that is not the case, sadly, for the 11 million disabled people in this country. I am a member of the all-party group on young disabled people, and its aim is to listen to and represent the concerns of inspirational young people who just want to live their lives.

There have been great steps forward in disability rights. The Paralympics demonstrated the sheer will and determination that can turn adversity into victory. I welcome the increased awareness of disability issues, which has led to progressive thinking about accessibility, and a great deal has been achieved in recent years to remove the barriers that prevent people from accessing public transport. The percentage of disabled people experiencing difficulty using public transport had decreased to 22% by 2009, which is in stark contrast to the experience of those travelling by air.

There is far more to be done before a less able-bodied person can decide to go on holiday, or even arrange a work trip in the way most of us can. In the age of cheap flights, the world is a much smaller place but only, it seems, for the able-bodied. I was deeply concerned by the “Up in the air” report that was presented at the APPG by Trailblazers, a national network of young disabled people working together to highlight social injustices. In the study, 60% of respondents feared for their safety while being transferred on to their seat, 60% said that their wheelchair had been damaged by flight handlers, and a staggering nine out of 10 wheelchair-users said that they were unable to use airline toilets and were forced, therefore, to avoid drinking before and during flights.

For many, the experience of flying is humiliating, costly and uncomfortable—even painful—and a long way from the standards we should expect. It seems perverse that we can break the sound barrier, have on-board bars and send tourists into space but are unable to afford basic dignities for everyone. This debate is highly topical, given that the Civil Aviation Bill is on Report today in the other place. The status quo is clearly unacceptable, and we must find solutions. The European Community regulation 1107/2006 and our Equality Act 2010, alongside the Department for Transport’s “Access to Air Travel for Disabled Persons and Persons with Reduced Mobility—Code of Practice”, set out the rights to transport access, but implementation is very different from legislation.

It should be highlighted that the Civil Aviation Authority, or CAA, which is the aviation regulator and the national enforcement body for European consumer aviation legislation, is separate from the Department for Transport. This debate, therefore, should not seek to encourage new legislation that could compromise the CAA’s independence but consider how we can encourage compliance and best practice consistently across civil aviation in the United Kingdom.

[Lisa Nandy (Wigan) (Lab)]

I sincerely congratulate the hon. Gentleman on initiating this important debate. Does he agree that a key issue is to ensure that the pioneering airlines and companies, which are leading the way in this field by observing not just the letter but the spirit of the law, are rewarded, and that companies that do not do that ought to be penalised? There is a strong role for the Department for Transport, in ensuring that there is a level playing field for the companies that are trying to do the right thing.

[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.

[Yasmin Qureshi (Bolton South East) (Lab)]

I congratulate the hon. Gentleman on securing this debate. I am one of those people who travel with their mother, and she has to have a wheelchair to travel. One of the frustrations we find—there must be other people in a similar situation—is that after we arrive and park in the car park, getting her to the actual airport and, from there, trying to get to a wheelchair is an enormous problem. Often there are no facilities at that point. Perhaps one thing airports might consider is that, when people book their ticket in advance, such arrangements could be put in place, too, so there is something there to enable people to move and get into the airport.

[Graham Evans]

The hon. Lady is entirely right. Arranging a section of a multi-storey car park—I am thinking of a particular airport that I do not want to mention—is not beyond the capability and wit of man. Sometimes people have to park miles away from the airport, but a facility so that carers or disabled people may drive virtually to the departure lounge would have no cost implications and would be quick and straightforward. The hon. Lady has raised an important point.

On check-in, wheelchairs are normally taken by staff to be loaded. We should consider wheelchairs not only as modes of transport but as vital medical equipment. As such, I am deeply concerned by the lack of due care and training; 60% of wheelchairs are damaged in flight. Even more concerning is the £1,000 compensation limit for damage to chairs, which can cost upwards of £6,000. Surely, if the argument for the limit is that it protects the cost viability of airlines carrying such equipment, we should reposition the argument. If the training were better, fewer wheelchairs would be damaged and fewer costs paid. That is really simple, is it not? As a result, as with anything else that is transported, when a wheelchair is damaged, full compensation could be given, which would be better value for airlines and a better deal for passengers—better all round.

I am pleased there has been progress and airports are making their facilities more accessible, and it is worth noting that the 11 million disabled people in the United Kingdom, 8% of whom use wheelchairs, have a combined spending power of £80 billion a year.

[Dr Hywel Francis (Aberavon) (Lab)]

I also congratulate the hon. Gentleman on securing this excellent debate. Has he undertaken an international study? Of course, by its very nature, airline travel is overwhelmingly international. I speak with experience of travelling with a disabled child in the late 1990s, and many people, today and in the recent past, are struck by how different the welcome is in, say, Atlanta, Georgia, which is excellent, compared with Schiphol, Heathrow or Cardiff. That difference must surely be underpinned by legislation, rather than simply good practice that may be found at particular airports.

[Graham Evans]

I agree with the hon. Gentleman. I have knowledge from similar experiences. He mentioned an airport in north America, and in my personal experience the Americans have a different frame of mind; they have a can-do attitude. The Americans were doing that for years before Parliament passed the Chronically Sick and Disabled Persons Act 1970, as part of their customer service—not just for some customers but for all. The Americans have that can-do attitude, so legislation is not needed to provide basic good customer service.

I hear what the hon. Gentleman says about Heathrow, and it is very much for the leadership and management of those businesses and companies to make the decision to offer good quality service for disabled people. They do not have to wait for legislation. The legislation is largely here, but it has not been acted upon. I put that down to the leadership and management of those organisations; it comes down to the basic level. The legislation is there; they just have to ensure that, as a good quality company, they put those good working practices in place.

Recent investments include £2 million by Gatwick airport on making facilities more accessible, which resulted in a 93% decrease in complaints since 2009. Manchester airport has launched a new access guide designed to provide disabled customers with all the information required to plan their journey through the airport.

Finally, let us consider people boarding planes and in-flight services. Boarding policies vary from airline to airline. I am happy that priority boarding is becoming increasingly common, both for the comfort and dignity of the passengers themselves and for the comfort and safety of surrounding passengers. But in the report there are too many examples of bad practice to be dismissed as one-offs.

Of course, we have to consider the costs. Air bridges are considerably more expensive than steps, and low-cost airlines deliver cheap seats exactly because they forgo so-called luxuries. I am heartened, however, by airlines such as easyJet, which, with input from its independent advisory service chaired by the right hon. Member for Sheffield, Brightside and Hillsborough (Mr Blunkett), has invested in trials for rising ramps to replace stairs to keep costs down and to make boarding far easier and safer.

For all the progress, there are glaring flaws in the current process. Despite requirements to have training on lifting and moving wheelchair users, more than 60% of respondents felt unsafe when being moved. Safety should always be the key priority, and I am concerned that the required training is not being delivered. That must change for the safety of passengers, crew and ground staff alike.

The issue is complicated and far-reaching, with many elements to consider. The practical implications of refurbishing planes to be more accessible are huge, and I welcome the willingness of aviation manufacturers such as Boeing to set up dialogues with disability groups. Given the development time for plane models, it would be unrealistic to expect instant changes, but if we maintain pressure and keep channels of communication open, we can hope to see progressive design.

In the meantime, although there is general awareness of the problems of catering for disabled people, that is very much lip service. We need to encourage proactive engagement from the first interaction when booking a ticket, through the check-in desk and to the seat. Training, strict guidelines and clear and consistent information are needed. We are not asking for a reworking of jet propulsion theory, but we want and need smarter thinking to make aviation work for us all.