Disabled Access (Aviation Industry)

Yasmin Qureshi Excerpts

Wednesday 7th November 2012 Westminster Hall

[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.

--- Later in debate ---

[Jim Shannon (Strangford) (DUP)]

I congratulate the hon. Member for Weaver Vale (Graham Evans) on bringing this subject to Westminster Hall. It is of great importance to some of my constituents and to many who are here. I suspect that a great many others would like to be here, but unfortunately cannot be.

As a Northern Ireland MP, over the past two years I have had more opportunity to fly than I ever had in the past. In the first two months of being an MP, I travelled more by aeroplane than I probably did in all the years of my life before that. Air travel has become a regular part of life for those travelling from Northern Ireland to here. Doing that has given me the chance to observe what happens in airports and how disabled people are treated. In addition, numerous constituents have pointed out to me that the so-called budget airlines have the worst attitude to those who need a little extra help—my hon. Friend the Member for East Londonderry (Mr Campbell) touched on that, and many other hon. Members will probably be of the same opinion. As a result, I am not surprised by many of the stories that I have heard so far and will probably hear before the afternoon is out.

Although I am not surprised, I am certainly disgusted by some of the attitudes adopted by some airlines and their staff. The hon. Gentleman referred to the attitude to customers, which could be improved greatly. It is not hard to be kind and courteous or to help when someone needs help. Some of the budget airlines have achieved a reputation for treating people like cattle—I use the term advisedly—and not taking their circumstances and situations into account. That should be addressed at the highest level, and I hope that in his response the Minister will give us some positive vibes on how the Government intend to do that, so that airlines may no longer discriminate against those who need a little extra help or time to get aboard. The essence of air travel is speed. People rush to get to the airport, they rush to get to the plane and then, when they have just about caught their breath, it is time to get off and repeat the exercise in the other direction, but disabled people, wheelchair users or those with mobility issues have greater problems.

I stress that I am not tarring all airlines with the same brush, to use a phrase that we use at home. Alongside the examples of those that do not treat disabled people correctly are examples of those that do. I will give one example that highlights the issue and how we can have faith in some people’s goodness. One of my constituents was on a British Airways flight—I identify it because the carrier provided good care—from South Africa back to England. She had suffered a miscarriage on the morning of the flight and there was concern about whether she should fly because of the high altitude and so on, but she was desperate to get home. After getting medical assistance and advice, she was put into a wheelchair at the airport—her medical condition had been confirmed as stable to fly. The British Airways pilot came down to see her; she was upgraded on board the flight, along with her husband; and throughout the 11-hour flight, airline staff brought her hot water bottles and fluid.

Some airlines excel, which is good. That is the standard that all of them should be trying to adhere to. It would be good if they did. Some go above and beyond what should reasonably be expected, which should be commended, but when others refuse to give even a basic level of help and respect, we must step in. As parliamentarians, we have an opportunity to speak on behalf of the people who contact us.

A survey of young disabled air passengers showed that 90% of wheelchair users are unable to use airline toilets and must therefore avoid drinking before or during flights. Some 60% of disabled passengers say that their wheelchairs have been damaged when travelling with an airline, as the hon. Member for Weaver Vale mentioned, and 60% said that they felt unsafe when transferring from a wheelchair to an airline seat. Those are small things, but they are important to a disabled person. Airlines and their staff must show compassion for such people and ensure that their flight experience is every bit as good as mine and that of everyone here who travels by air regularly. Another 50% stated that they had had disability-related problems booking airline tickets—even booking a ticket is a problem for 50% of disabled people. Lots of elements of the process must be improved to ensure that disabled people can travel much more easily and with less hassle.

The statistics that we were sent in our parliamentary briefings—I know that other Members received them as well—scream for us to address them, and I hope that that will be achieved through this debate. We hear too many tales of disabled people being seated halfway down a plane and then paraded through the flight with other passengers looking on, so the person feels like they are part of a sideshow. It is absolutely disgraceful that small and easy improvements are overlooked by some airlines and their staff. It seems prudent to me to allocate disabled people the seats closest to the exits, to enable a less conspicuous transfer whenever they get on or off the plane.

[Yasmin Qureshi]

In the light of what the hon. Gentleman is saying about the variation in services provided to different people by different airlines, does he agree that it would be helpful if the Secretary of State required the Civil Aviation Authority to produce an annual report on the experience of disabled passengers using air transport services, including whether the airlines have complied with relevant legislation?

[Jim Shannon]

I thank the hon. Lady for that suggestion. It would be a good marker if every year the airlines had to reflect on whether they had met their target and helped people, and on the number of people who had complained. It would certainly sharpen them up.

No one should fear taking some water on a flight, as we are all recommended to do in order to prevent blood clots and other problems, just because they know they will have to go through an ordeal to use the toilets. Again, it is a small thing, but it is important: it is one of the basics of life. I read of one young man—it must have been a terribly difficult situation for him—who had to relieve himself into a bottle at his seat when he could not access the toilets because staff were not available to help. How embarrassing it must have been for that young man. I suspect that that is replicated on many airlines across the United Kingdom and further afield. It should clearly be avoided. Something has to change in how disabled people are viewed by some airlines. As the change is not forthcoming, we are having this debate to highlight the issues and hopefully to get a helpful response from the Minister. I believe that we must step in.

I want to highlight another issue that is important to my constituents, who have come to me in some numbers. During 30 years of conflict in Northern Ireland, as well in fighting in Iraq and Afghanistan, numerous constituents of mine have been injured and now have metal in their bodies to repair those injuries. As a result, they have to go through security checks at airports that are a most humiliating exercise for someone with six inches of metal in his leg or back as a result of fighting for the Army, or serving in the police force in Northern Ireland or elsewhere. They go through a strip search every time they go to an airport. I ask the Minister to consider that issue. I asked the airport and the authorities whether, if such people presented a doctor’s letter, it would be sufficient, but they were unwilling to accede. As a result, every time those people travel, whether from Northern Ireland to Heathrow or from here to Florida, Paris or elsewhere in Europe, they go through a statutory strip search because they have metal in their bodies, which shows up clearly on the screen.

[Yasmin Qureshi]

On the issue of scanners going off if somebody walks through, does the hon. Gentleman agree that one of the best ways of dealing with people with medical conditions who must go through security checks is to provide somewhere private where the person can be taken and spoken to, so that they can explain what their condition is in private, rather than stand with everyone else in the queue while they are questioned about their medical issues?