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Grey-Thompson humiliated by blame for flight delay

Oscar Edwards
BBC News
Emma Lynch/BBC Baroness Grey-Thompson. She has short brown hair, black jumper and a grey and white jacket. The background is greyEmma Lynch/BBC
Baroness Grey-Thompson has been leading effort to improve travel for disabled people

After the late departure of a flight was blamed on her, Baroness Tanni Grey-Thompson has described how humiliated she felt.

While it was not her fault, she said the captain announced the delay in leaving was "because of the wheelchair".

The Welsh cross-bench peer and former Paralympian has led a UK government-commissioned review looking at how airline and airport staff support disabled passengers.

It found they are receiving "inconsistent" training, with 19 recommendations made, including disability awareness training being rolled out for all aviation roles, including crew, ground services and hospitality.

"I'm not sure people understand the humiliation when it's not a disabled person's fault," Baroness Grey-Thompson said on BBC Breakfast.

"The captain announced 'we are leaving late because of the wheelchair'.

"I was at the gate an hour early. No-one came to put me on the plane."

Reflecting on the review's findings, Baroness Grey-Thompson told Radio Wales Breakfast that they found "six or seven different types of training" at one airport, meaning it could be very confusing.

A lack of a universal training system meant disabled passengers faced uncertainty about the support on offer when flying as each airline based at the airport had a different method

The review also highlighted the need for passengers to access information easily about their travel.

This would include support for finding in-airport services, detailed guidance on how their mobility aids will be transported and information about requesting and booking assistance.

"We found there was inconsistent information on airports, navigating airports and getting assistance," said Baroness Grey-Thompson.

The taskforce also called for passengers to be able to find transparent information on complaints procedures.

Getty Images A chair with a disability sign on it it seen in an airport. Behind it, there are barriers leading up to a check in desk.Getty Images
The review has made 19 recommendations to improve air travel for disabled people

Baroness Grey-Thompson said the report is the "next critical step" in making air travel more inclusive for disabled people.

"There are issues for disabled people in all modes of transport. But with flying it's inconsistent and not the experience people would want," she added.

The group will now work to help ensure its proposals are adopted by airlines, airports and regulator the Civil Aviation Authority.

"This is not the end. It's going to be interesting to see how the industry thinks differently about what it does," said Baroness Grey-Thompson.

It comes after disability campaigners called for airlines to update their regulations to better support those with mobility issues in August last year.

BBC journalist and wheelchair user Frank Gardner was also forced to wait 95 minutes for a medical lift so he could leave an aircraft at Heathrow last month.

The airport apologised and said the delay was caused by its assistance provider responding to a medical emergency, which reduced the number of vehicles available.

Frank Gardner. A man with blonde hair wearing a suit looking at the camera. There is a green hand bag to his left.
Frank Gardner described the "humiliating" experience of crawling on the floor of the plane to reach the toilet

UK Transport Secretary Heidi Alexander said: "Everyone should be able to travel with dignity and be respected at every stage of their journeys, including disabled passengers."

"That's why we established this group in November last year, and I welcome this report's findings."

Karen Dee, boss of industry group AirportsUK, said the report will "build on the work already being done by airports, and the wider sector, to ensure air travel is accessible to all".