New air charter to make travel easier for disabled passengers

A new charter for airlines and airports, set to be unveiled by the government today, will make air travel easier for disabled passengers, say ministers.

If adopted, the charter will enforce better training for airline crews and baggage handlers and it would remove the £2,000 compensation limit for damaged wheelchairs.

The document also includes commitments to raise wheelchair storage standards and raise awareness among disabled passengers of their rights.

The charter is one of the proposals outlined by aviation minister Liz Sugg from the Government’s upcoming aviation strategy consultation.

Service level standards for all passengers for how complaints and compensation claims are resolved are also included in the document, which was agreed by the aviation industry and the Government.

In July, the Civil Aviation Authority warned that the treatment of disabled passengers by four of the UK’s seven busiest airports was unacceptable.

Manchester received a ‘poor’ accessibility rating, while Gatwick, Stansted and Birmingham were told they ‘need improvement’.

Disabled travellers often suffer lost or damaged wheelchairs at airports and they say they frequently struggle to board or disembark from flights and generally suffer poor customer service.

In a high-profile case earlier this year, a paraplegic athlete dragged himself through Luton Airport after it was unable to provide him with a suitable replacement for his self-propelling wheelchair which had been left behind on a flight.

In the longer term, the new charter will encourage the aviation industry to look at ways to allow passengers to take their own wheelchairs into aircraft cabins.

BBC journalist Frank Gardner, who is a wheelchair user, made headlines after being left stranded on a plane twice in six months earlier this year.

Sugg said: "Our fantastic aviation industry connects passengers to destinations across the world with some of the best fares available.

"But we are determined to work with industry to continue to drive up service levels and the new passenger charter aims to improve the experience of all passengers when they fly."

Head of the Airport Operators Association Karen Dee said: "CAA figures show that more than eight in 10 people had a good experience on their most recent flight, demonstrating that the UK aviation industry is offering a great experience for passengers.

"Nevertheless, as an industry we are always looking to build on our success."

More than half of passengers with a disability say they find flying and using airports difficult, according to a CAA survey. Accessibility minister Nusrat Ghani said that statistic needed to be addressed and the proposed charter included measures to make ‘real changes’.

"We are committed to continuing the progress the industry has already made in making the aviation network truly open to all," she said.

Chris Wood, from campaign group Flying Disabled, added: "My aspiration is to have people flying in their own wheelchairs to a destination within two years and it looks as if the UK could lead the way in making this happen."