Disability campaigners have slammed the Civil Aviation Authority’s (CAA) plans to improve the provision of information for disabled passengers as being a ‘missed opportunity’. Their new requirements for UK airlines and airports, published on 15^th August, are seen by Scottish Disability Equality Forum (SDEF) as failing to provide the required information in a consumer-friendly format.

The CAA estimates that 1 - 2% of passengers departing from UK airports request assistance from their airline or airport because they are disabled or have limited mobility. The ageing population, and increasing confidence of disabled people to travel, means that the CAA expects this figure to increase significantly.

The CAA faced new requirements as a result of the Civil Aviation Act 2012 to ensure information was available that enabled a comparison to be made between airlines and airports. European air regulation also requires detailed information to be provided for disabled passengers.

As a result, the CAA commissioned research into the information published by airports and airlines and found it to be lacking conformity and detail. In 2013 it consulted on proposals to ensure that airport and airline websites provided information on key policies and services in comparable formats.

It also proposed to host a comparison table of this information from airlines and airports on its own website. The idea of a star grading system for individual airports’ quality standards for assistance was also floated at the same time.

Whilst SDEF welcomes the new requirements for airlines and airports to provide better information, they are dismayed that the consumer-friendly aspects of the proposals have been dropped.

‘We were in complete agreement with the provision of a CAA table on what should be provided’ said Susan Grasekamp, the organisations Chief Executive Officer. ’This is a missed opportunity – and the approach is all wrong’.

SDEF also believes that the requirements won’t address the lack of understanding shown by some airline and airport staff in dealing with disabled passengers. ‘There is a need for training for the customer facing staff in how to manage difficult situations effectively, compassionately and with respect’ according to Ms Grasekamp.

Ends

Notes for the editor:

• SDEF is a membership organisation which seeks to promote independent living, removing barriers to equality for those affected by disability in Scotland. They work with many organisations to influence Scottish Government policies which affect how we live. They also work with Access Panels across Scotland who provide advice and support to disabled people in their local communities.
• According to the CAA: Regulation EC 1107/2006, which concerns the rights of disabled persons and persons with reduced mobility (PRMs) when travelling by air, obliges all airports with more than 150,000 passengers per year to set ‘quality standards’ for the assistance provided to PRMs and measure and monitor performance against these standards.
• The PRM Regulation further obliges National Enforcement Bodies to "where appropriate...take the measures necessary to ensure that the rights of disabled persons and persons with reduced mobility are respected, including compliance with the quality standards".

For more information contact:

Richard Hamer, Young Hamer Consultants

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