Improved legislation, better communication and more training are needed to cater for the ‘huge, untapped’ market for travel for disabled people.
That’s the verdict from agents and operators following the publication of two reports on the sector.
About 19% of people in the UK have a disability, with about 7% of the overall population thought to avoid flying because they have a disability.
The CAA’s annual report showed most airports are offering better assistance for disabled travellers than last year, but highlighted Birmingham, Gatwick and Stansted for failing to meet expectations, and ranked Manchester as ‘poor’ for a second year.
Another report found travel “considerably more difficult or near impossible” for some disabled passengers. Difficulties ranged from a lack of accessible accommodation to airports and modes of transport being unsuitable for the needs of disabled passengers.
The poll of 1,000 people with disabilities by villas specialist Oliver’s Travels also revealed a lack of support from operators.
Travel Counsellor Richard Thompson, himself disabled, trains others on how to sell accessible travel. He said there was a lack of understanding and training in the industry, with many considering it “a wheelchair issue” and just “paying lip service”.
“The problem is there is such a low level of understanding in how to make travel accessible. The industry is fearful because it doesn’t want to make a mistake.”
Thompson said the industry needed to “wake up to the commercial opportunities” of a growing market. He added: “This has to be commercially driven. Until companies wake up to the reality that this is the one big, untapped market left in travel, nothing will change.”
Thompson ranks airports and cruise lines as among the best providers for disabled travellers, but highlighted the failure of hotels to guarantee accessible rooms, offer pool hoists or allow disabled children into kids’ clubs.
Lynne Kirby, managing director of accessible-travel specialist Enable Holidays, said more legislation was needed to ensure clients informed airports about their needs, as well as higher pay for staff helping disabled customers.
Former agent Simon Miller, who has two foster children with cerebral palsy and complex medical needs, said: “[Disabled] people don’t travel because of the fear they have and all the ‘what ifs’.”
He is setting up a charity, Enable My Holiday, which will run an information website for holidaymakers with disabilities.
This week Gatwick opened one of the largest special-assistance areas in a European airport, with 90 seats, while Newcastle airport has introduced lanyards for passengers with ‘hidden’ disabilities.
Ex-agent lobbies for wheelchairs on aircraft
Former Co-operative Travel agent Mia Austin, who was left paralysed after a stroke in 2009, is campaigning for wheelchairs to be allowed on aircraft.
Her petition has attracted 75,000 signatures and could be debated in parliament if it reaches 100,000.
The 29-year-old, who has locked-in syndrome and can communicate only by blinking, is urging airlines to take note after being dropped twice by cabin crew, in one case dislocating her shoulder.
Mia said on email: “This would enhance all wheelchair users’ experiences when flying, and open opportunities for more people to go abroad.”
Her mother Carole said: “Someone in Mia’s condition needs her wheelchair, as airport seats do not provide her with the support she needs.”
The petition is at: tinyurl.com/wheelchairsonflights
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CAA finds improving services for disabled travellers at UK airports