The old battles - The Accessible Link #5
The old battles - The Accessible Link #5
Why wheelchair provision at the aircraft door is important
Hello everyone,
Good news first: I am thrilled that East Midlands Airport has won the prestigious Disability Smart Award of the Business Disability Forum in the category of inclusive customer service!
The Disability Smart Awards recognise organisations that make their services accessible to disabled people. East Midlands Airport stood out with an innovative and inclusive approach to customer service. They have heavily invested in new equipment and use WhatsApp to assist customers wherever they are at the airport. The idea came from the advisory group of disabled people I'm chairing. So we went to the award ceremony together, and I was over the moon when EMA won.
At East Midlands Airport, they understand that the lived experience of disability is vital to improving the customer experience. They are in constant conversation with me and the advisory group, and it is a pleasure to advise them and see the impact on passengers shortly after.
The same old fight from 20 years ago
Let me share my recent travel experience when flying to Düsseldorf with you. It left me wondering if disabled people have to fight the same fights after the pandemic we already fought 20 years ago.
As a wheelchair user with a spinal cord injury, I rely on my custom-made wheelchair for independence and mobility. My journey from London City Airport to Düsseldorf took an unexpected turn when I requested a "Delivery at Aircraft" label for my wheelchair, which is standard procedure. That means I leave the wheelchair at the aircraft door, transfer to a smaller aisle chair to get to my seat for a very short period of time, and receive my wheelchair at the aircraft door in Düsseldorf again.
That is standard procedure around the world, and for some very good reasons: Wheelchairs for people with impairments like mine are custom-made for a reason. They support stability, prevent pressure sores, and support transfers in and out of them. I can't transfer into a standard wheelchair, and I also can't sit in them well. With this procedure, the wheelchair also doesn’t go to the baggage belt, where everyone can take it, or where it could get damaged on the way to the terminal.
Surprisingly, the BA check-in agent informed me that Düsseldorf airport might not follow this standard process, stating, "Düsseldorf doesn't like to bring wheelchairs to the aircraft door." Despite explaining that regulations require airports to provide disabled passengers with their mobility equipment upon disembarking, the agent refused to give me the label. This left me worrying about retrieving my wheelchair throughout the entire flight. My Apple watch even sent me heartbeat alarms; that's how concerned I was about my wheelchair and what would happen in Düsseldorf.
The mood of the ramp agent
Upon arrival, the ramp agent confirmed that Düsseldorf’s provision of wheelchairs at the aircraft door is indeed not guaranteed by the ground handler. He said it depends on the "mood of the ramp agent." I was lucky, he was in the mood to bring me my wheelchair, and I was able to talk to him in the first place because I was at the front of the plane.
My wheelchair is not just luggage; it is a vital piece of equipment that grants me independence. There is no reason why ground handlers cannot guarantee the provision of a passenger's wheelchair at the aircraft door for every single flight.
Of course, I complained to British Airways, but cutting corners on long-established accessibility processes is far too common after COVID. I don't want to fight the same battles I thought I had already won 20 years ago.
Some interesting links
I always had an uneasy feeling when working with personas in customer experience. It seems I’m not alone. The Problems with Personas for People with Disabilities and How to Fix Them
France has a serious accessibility problem. Every wheelchair user who has ever been to Paris knows this. Ahead of Paris 2024, disabled people protested against the lack of accessibility of public transport in Paris, and the French government responded
TfL launches new priority seating to enhance accessibility on buses
Something #DisabilityTwitter is talking about
Wheelchair user Francesca got humiliated in front of 100+ co-workers because a coach driver refused to take her powered wheelchair. The whole story is here.
Something to read
Blind and visually impaired people say that better accessibility to transport and public places is one of the most important factors in improving their quality of life. However, many are not able to make the journeys they want; 1 in 3 rarely or never use public transport. The RNIB has published a report on common issues faced by blind and partially sighted people when making journeys.
Some final words
Empathy drives growth because it tells an organisation what's valuable to the people outside its walls. Dev PatnaikWho is writing this newsletter?
I’m Christiane Link, and I improve the customer experience in aviation, transport, and travel. I worked as a journalist for over two decades and travelled extensively for business and leisure. I’m a wheelchair user. If you want to read more from me, follow me on LinkedIn or Twitter. You can also reply to this email if you want to contact me.