Civil Aviation Bill
Debate between Pat Glass and Jim Fitzpatrick(12 years ago)
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Jim Fitzpatrick
Does my hon. Friend agree that the Opposition took the Minister’s advice that UKBA matters were for the Home Office, which is why we have decided to focus on passenger experience and welfare? As we have said, Mr Deputy Speaker, we would like to press those proposals to a Division if the Minister cannot reassure us. That is why UKBA has not been mentioned, and I am sure it is also why my hon. Friend did not table an amendment on UKBA.
Pat Glass
I said earlier that although UKBA cuts are primarily a matter for the Home Secretary, they have a significant negative impact on the passenger experience.
I agree with the premise in the Bill that the passenger must be put at the heart of the regulatory regime. The Bill is right to give the CAA a primary duty on air transport users. The Bill is not specific enough on how that objective will be met, whereas the new clause and amendments would provide such specificity.
Delays caused by UKBA checks, baggage handling and adverse weather cause huge passenger dissatisfaction and are made that much worse in times of crisis, whether that is caused by adverse weather conditions for which there should have better planning, or by volcanic ash—in the last such crisis, the needs of passengers hit an all-time low.
An Office for National Statistics omnibus survey conducted in February 2010—it came hot on the heels of the crisis caused by adverse weather conditions at Heathrow—revealed that although most passengers are largely satisfied with their experience at airports, they have different views on different aspects, and were not equally satisfied with all aspects of service. The aspects of least satisfaction included information provided on bringing goods into the UK, on which there has been some improvement; information on destinations served by the nearest airport; baggage collection; and the cost of flights.
The CAA discovered in its own survey of passenger satisfaction at airports that waiting at immigration was a concern. Fewer than 70% of passengers at London’s three major airports were satisfied with immigration services, and 8% of surveyed passengers waited more than 20 minutes. That impacts on our international reputation. I agree that the primary duty should be to promote the interests of passengers, but passengers are telling us that that does not always happen; that it happens better in some aspects of the service than in others; and that it can break down completely in times of crisis.
Following the Transport Committee inquiry into the failure of both the Government and the industry adequately to prepare and respond to the severe winter conditions in December 2010, the absolutely appalling experience faced by many passengers, particularly at Heathrow, demonstrated the need for the sector significantly to up its game in relation to passenger welfare. The Bill fails to deliver on that.
“Keeping the UK moving”, the excellent Transport Committee report on the impact on transport of the winter weather in 2010, recommended that airports
“be required to develop passenger welfare plans and to provide”
sufficient
“support to stranded passengers during periods of disruption.”
It is disappointing that the Government do not take the same view. Is the Bill not a perfect opportunity to ensure that airports provide assistance to passengers, even if only for elderly or disabled passengers, or for those travelling with small children, who could be stranded in airports for days at a time?
The UK’s reputation was damaged by scenes of thousands of stranded passengers in airports over Christmas 2010, and equally damaged by the aftermath of the Icelandic volcano eruption. I was contacted by a number of constituents, as I know other hon. Members were, who were trying to get back from airlines the vast amounts of money that they had been forced to spend while stranded. Members of the Bill Committee will remember that I entertained them with my family’s experience. I was trying to help my elderly and disabled parents who were stranded in Barcelona. Their experience was perhaps extreme, but it was by no means unique, and the Government need to ensure that in future, passengers—disabled or not—do not experience such a shocking lack of care.
In the light of such fiascos, the Bill is an opportunity to place obligations on airports to provide help for stranded passengers in similar situations, and to prevent a repeat of the past. The need for early, decisive action on whether to cancel services is particularly important. There has been some improvement in that respect. I was due to fly out of Heathrow a couple of months ago when planes were again stranded by snow. I got a text and then a phone call from the airport telling me that my flight was cancelled, which saved me trailing up to the airport and standing around all day. We should recognise that vast improvement. The value of knowing sooner rather than later whether a flight is cancelled should not be underestimated. It could mean that fewer passengers are forced to endure hours, and possibly days, in an airport. If they know earlier, they can make alternative, more comfortable arrangements.
The problems also included the supply of de-icing and anti-icing products, and road salt. We should ensure better liaison over the treatment of the appropriate public road network between airports and local highways authorities. There has been some improvement on that, too. In 2010, my local authority properly prepared for the winter weather. It bought and arranged delivery of salt, but at the last minute, in an absolute panic, the Government effectively took salt that had been paid for by local authorities and transferred it to parts of the country that had failed to plan. However, we must accept that there has been some improvement on that situation.
During the 2010 crisis, the then Transport Secretary, the right hon. Member for Runnymede and Weybridge (Mr Hammond), promised urgently to legislate to penalise airport owners for bad service, but passengers are still being left without the added protection such reforms should have brought. Airlines and airports are quick enough to take passengers’ money, but much less keen to step up and help in times of crisis. Damage has been done to our international reputation and to the needs of the air-travelling public, whether they are disabled or not, and it is time for the Government to step in and put passengers first.