Airlines are failing to accommodate disabled travellers, with shortcomings including charging extra for overweight guide dogs and inadequate websites.

This is the conclusion of an extensive study, published today following interviews with 11 airlines and nine airports, over 100 “mystery shopper” exercises and interviews with 132 disabled travellers.

The study found that while conditions for disabled travellers have improved in some areas of travel, airlines and airports still have a long way to go. Eight of the 11 airlines questioned claimed to allow assistance dogs to travel with their owners, but some charged for an extra seat if the dog weighed over 10kg.

Airline websites also frequently fail disabled travellers, according to the study, with only one of the 30 tested displaying the code of practice logo.

In 20 of the 30 internet assessments the mystery shopper could not find any information for disabled people or about assistance on the website. In addition, airlines were failing to offer assistance to disabled travellers booking online, and only one airline had made sure the same discounts were available over the telephone, so as not to discriminate against disabled customers.

Aircraft safety was another area of concern. The disabled travellers who took part in the survey reported a lack of Braille or large print safety briefing sheets and only one passenger with a vision impairment received a personal safety briefing. Additionally, some airlines did not have onboard wheelchairs, while others offered wheelchairs that were too wide to access the onboard toilet.

In 2002 Ryanair faced a disability discrimination lawsuit after charging Bob Ross, a disabled passenger, £18 for use of a wheelchair. The court ruled in Ross’ favour and Ryanair quickly introduced a 33p wheelchair levy to all air fares to cover the cost of wheelchairs, which is the responsibility of the airline once a passenger has checked in (and the responsibility of the airport up to that point).

Airlines are not governed by the Disability Discrimination Act 1995, which covers access to shops, restaurants and so forth, and instead are encouraged to sign up to the Code of Practice developed by the Department for Transport in 2003.

The study concludes that regulation is needed to replace the voluntary code and improve the rights of disabled travellers in the UK by enforcing minimum standards for areas such as staff training, aircraft design and passenger assistance.

The regulation would also seek to ensure that no disabled person was ever refused carriage on a commercial flight, as occurred in 2004 when a group of young deaf people were told to disembark from an Iberia Airlines flight because of their disability.

By Ginny McGrath
8-2006.

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