[Anonymous]

[BusinessTraveller]

Dear readers,

We are researching a feature on what airports, airlines and hotels do to help disabled travellers, and how they can improve the travel experience for less able-bodied individuals.

We would also be very interested to gain some insights from people with a disability who also manage to travel…

What are the things that annoy you most when travelling?
What could be done to make travel easier?
What unique challenges do you face and how do you overcome them?
Have you had to stop travelling because you are no longer physically able to?
Which countries are the best/worst to travel to when disabled?

Many thanks for your help

[Bath_VIP]

First time poster, been a reader for many years and finally tempted to start posting with this subject. My profile name is a clue as VIP is shorthand for Visually Impaired Person and I happen to live in Bath. I am registered blind (with some limited vision) and partially deaf (enough to use hearing aids)

I have my own consultancy business and am a frequent business & leisure traveller on trains & buses (mainly Bath to London & Cardiff at the moment). Air travel is infrequent these days but I was a regular UK to US flyer over a 10 year period.

So where to start on my experiences? Probably the biggest issue for me are companies & staff thinking that disability only means people in wheelchairs and then being completely flummoxed when they meet someone different. In fact disability comes in 4 kinds;

1. Physical (which usually means wheelchairs)
2. Sensory (which are my problems)
3. Mental (often called learning disabilities these days)
4. Emotional (e.g. Autism, Aspergers, etc)

Each type comes with different issues and requires different solutions. The best person to advise travel staff on how to assist a disabled person is the disabled person themselves. If someone comes up to me and politely asks “Do you need assistance? How can I help you?” then I can always politely decline this if I choose (which is most of the time) or I can accept and advise the member of staff on how they can help me. What I absolutely hate is suddenly feeling someone grabbing my arm without warning and then trying to steer me in a direction I dont want to go. Frankly this is just plain rude and would be threatening to some people and happens too often for my liking.

Some other pet hates when travelling are:

– Unintelligible announcements on trains & aircraft. Staff should not be allowed to make these unless they have passed some test that proves they can be clearly understood. This also applies to ticket office & reception staff who often speak far too quietly.
– Lifts! How on earth can you find the buttons to press in a lift which are usually small, in strange places, and poorly lit. It can take me minutes to find them which is why I prefer stairs. Having said that, the new lift at Bath station is a good example of how to do it properly.
– Light switches in hotel rooms. Impossible to find and I can spend ages blundering around the room in the dark. These days I tend to ask staff to turn the lights on but they have great difficulty understanding that “All lights on” means all lights.
– Taxi drivers wanting to chat to you. Have perfected the art of appearing to understand what they are saying when in fact I haven’t heard a word. Smartphones are a godsend here as I immediately get mine out and pretend to be antisocial.
– Ryanair’s attitudes to disabled people.

Could go on but this gives a flavour. To balance things out I should list a few benefits I get by being disabled.

– Free bus pass. Absolutely brilliant and I have rediscovered the joys of buses. Valid anywhere in Britain including London where the bus network has changed out of all recognition. Railcard discounts are also useful.
– Jumping security queues at airports. I would say about a third of the time, security will see my white stick and escort me to the front of the queue or take me through fast track.

Best country for disabled travel is probably Britain. In my experience, Britain is ahead of most countries in making travel accessible and travel staff being able to accomodate disabled travellers. Having said that, my experiences of most countries has been favourable and I have travelled to around 40 countries. The only country that sticks out in my mind as not being good was Italy where on a number of occasions, people did not have a clue what a white stick was for.

As I say, this is my first post and I have ample experiences I can share in future. I hope to be able to bring my perspective as a small business owner and disabled person to the many interesting discussions I have read on this forum and expect to see in future.

[PatJordan]

Bath_VIP,

What an excellent post: well written and informative.

Your mention of Autism struck a chord with me: my grand-daughter has recently been diagnosed as having this condition. One of the supports offered is a card which allows her (and whoever is looking after her at the time) to skip queues, such as security, etc

As yet we haven’t taken her on a flight, but hope to do so in the future (and definitely NOT Ryanair!!). Like you, she also loves buses, particularly the upper deck.

I look forward to reading your future posts, and I thank you for bringing a touch of humanity to the forum.

Pat

[MartynSinclair]

Bath_VIP

A long overdue post – well written and very imformative.

What I find interesting from your post, espcially in your “Pet Hates” paragrapgh are the similarities. In fact alot of what you write is relevant in the non disabled world, especially where obtaining help is concerned and being pushed in a direction you do not want to go.

I had a wonderful experience exactly a year ago when I was in Tampa in the exec lounge of the Westin Hotel.

My attention was drawn to an extremely attractive lady (yes Mrs S was next to me as well) and then I noticed her in a wheel chair. I made it a point to go the buffet with her and my offer of “may I help you” was given a sharp “NO”.

My wife and I then spent the most enlightening 2 hours with this lady, learning how she travels the world, by herself, raises 2 children, looks after her husband, address conferences as a motivational speaker and how she trains to be a world class athlete. If anyone is interested, she will be carrying the Canadian flag in a couple of weeks at the Paralympics 2012.

I look forward to reading many more contributions.

[Bath_VIP]

Martyn, Pat,

Thank you very much for your kind comments. You both make pertinent points which I hope will prompt more responses and allow BT to produce an informative article.

Martyn’s point about my issues being relevant to non-disabled people as well I think is very important. There can be an attitude among companies that the DDA is a cost to be minimised. In fact, most “reasonable adaptations” to an environment do not need to cost anything, all it takes is a change of mindset and a realisation that such adaptations can benefit many people.

I think it would be worth BT talking to the London Underground here for more background material. To my mind, the tube is probably the best example of a large organisation making itself accessible to people with disabilities. The refurbishments at Kings Cross & Oxford Circus stations are particularly noteworthy. Below are a list of features that I appreciate but others may not have noticed. To my mind, none of these features involved higher cost, they just required awareness when the refurbishments were being planned.

1. High colour contrasts whenever possible. Contrasting background colours are one of the best aids to a visually impaired person as distinguishing light from dark is the last function of the eye to be lost. Have you noticed how, all the overhead handles and poles are a vivid yellow (circle line), red (central), etc? These make it hard to miss. Same goes for the handrails for the stairs in stations (often blue).
2. Platform edges are cobbled that are easy to feel under your feet, so you don’t get too close.
3. On stairs, the edges are a different design, making it easy for me for me to pick out the steps. Colour contrast of step edges could be better but it’s not a huge issue for me.
4. Lighting in newer stations is usually very good especially if the background walls are the usual white. Stations with metallic backgrounds are not so good for me especially if it an outdoor metallic station (DLR comes to mind) and it has been raining. Water on metal can create confusing reflections.
5. Information screens on platform use orange text on black background. This is high contrast and usually easy to read though occasionally I can have issues with glare.
6. Staff invariably very helpful and can be pro-active in offering assistance.
7. On board announcements of what the next station will be which are clearly spoken. Means you dont have to strain to find out which station you are at.
8. Signage giving directions generally good and clear and are mostly high contrast.

I’m sure there are other features as well I haven’t mentioned. All of these, as Martyn said, benefit many people not just me.

[MartynSinclair]

I will admit to giving this posting a bump. It deserves to have our attention and thoughts and the most ironic part, as I am learning, is that this will in most cases benefit ALL travellers.

I particulaly like point 6 in the above post about staff being helpful.

Without stealing BT’s Thunder, perhaps the piece should be extended to ask, what would it take to make us all travel more, whether for pleasure or business (and not just considering the cost).

The point I am making here, is that if we ‘non disabled’ passengers are thinking twice about travelling due to airport hassles, G-d only knows the problems that disabled passengers have to endure. Perhaps part of the answer is for disabled passengers to be put to the front of the discussion, becasue I feel sure, that if improvements are created and implemented for the disabled, all of us will benefit.

I also think that this discussion could be expanded further – I will admit to the forum and hope that this admission will not send me to the gates of hell – that I prefer not to be allocated a disabled room in a hotel. Whether its a feeling of not wishing to tempt fate, or I feel “uncomfortable” – the fact remains that I shouldnt care, but I do.

Most disabled people I know want to lead as normal a life as possible and I was certainly inspired by the Canadian athlete I met last year.

Perhaps the answer is that we should be looking at ways for all travellers to have access to the same facilities, wthout the need for big blue badges stating for disabled use only.

Just my thoughts………………

[Bath_VIP]

Hi Martyn,

“..Perhaps the answer is that we should be looking at ways for all travellers to have access to the same facilities, wthout the need for big blue badges stating for disabled use only..”

In fact this is a legal requirement as stated by the Disability Discrimination Act. The DDA came in force in 1995 so it is not a new requirement. Companies are required to make “reasonable adaptations” to their environment to ensure compliance. The point I am trying to make is that such adaptations needn’t cost a lot of money and will benefit many travellers, not just disabled people. But 17 years on, and the fact that BT feel it is necessary to ask the question, suggests that many companies still suffer from the wrong mindset of seeing the DDA as a cost instead of an opportunity.

[SimonS1]

I have had a ‘debate’ going for a few days on another site. A mother had reported that she had taken her son to the Olympics and he was using crutches and a wheelchair. The rail company (First Capital Connect) tried to excuse their lack of any help by saying that the customers had not given 24 hours notice that they were travelling!

The then further tried to excuse this by saying the 24 hour rule was the norm in the rail industry.

So much for non discrimination.

[canucklad]

Hi Bath _VIP…. would also like to add how interesting and informative a post it is. My Dad is also a VIP and I was intrigued at how he managed himself at the Edinburgh Jazz Festival considering the crowds outside enjoying the different acts in the Grassmarket !

Sometimes the white stick was out and sometimes not, he is rather eccentric it must be said…

I didn’t realise that as his carer ,I only paid £1 for my Scotrail ticket…even though it did seem a rather long winded way to purchase our tickets… and not very helpful staff at the gates…

However you mentioned Ryanair….. Off to Alicante for my mates 50th next month and one of our travelling companions is registered disabled—–and has a walking stick……worringly he expects the world to bend to his every request, almost in a Victor Meldrew like manner.

So far told him he will not be allowed to sit at the front, because of Emergency Exit restrictions—doesn’t believe me and worse will challenge Ryanair staff at Prestwick !!

What else do I need to be aware of ?

[BigDog.]

“..Perhaps the answer is that we should be looking at ways for all travellers to have access to the same facilities, wthout the need for big blue badges stating for disabled use only..”

is a very unnecessary and expensive way to go.

Imagine how big carparks would be if every individual space was increased by 50-100%. Every toilet cubicle would require 5 times the space and cost 10 times the price to be compliant with …

Door – 925mm minimum clear opening width [1000mm single leaf doorset],
Sign on door and wheelchair symbol
Handle on outside of door 1040mm above floor level
Spring closer on door, but not too strong, e.g. hydraulic delayed action type exerting no more than 10 Newton
Lock on inside of door, large and easy to operate, 1040mm above floor [..]
Pull rail [35mm diameter] on inside of door 600mm long, fixed at 30° to horizontal sloping down to doors leading edge [..]
Light cord/switch, within reach 1040mm above floor level
Wheelchair turning room/floorspace, minimum floor area 1800mm x 2000mm [minimum floor area 1500mm x 2000mm]
Area should not be used for storage, should be free from obstructions
Floor surface level, smooth and skid-resistant
WC height [450mm to 475mm to top of seat]
WC distance from side wall [centre-line 500mm from side wall]
WC distance from back wall [front 750mm from back wall]
Seat of WC should be correctly fitted. Avoid open-fronted (horseshoe) type
Flush handle for WC should be on transfer side within reach, no higher than 1000mm
Twin hinged support rail [35mm dia.] next to WC [150mm from side of WC]
Hinged support rail – [height 750mm to top rail]
Horizontal support rail [35mm diameter, 600mm long] at side of WC [350mm from back wall]
Horizontal support rail – [height 700mm to top of rail]
Toilet paper holder with toilet paper, within reach to side of WC [..]
Wash basin on side wall, within reach, preferably with no pedestal protruding from wall [250mm from WC, 750mm height to top]
Tap(s) with running water, within reach on side nearer to WC, levertype easy to operate (not pressure taps) [..]
Soap (or single-handed easy to operate soap-dispenser) within reach from WC [..]
etc.

A designated disabled facility is usually to either aid in the use by providing loops, rails, space etc, or to ease access maybe due to close proximity – these need to be reserved.

The paralympics really help with people understanding physical disabilities which can be seen. There are many physical disabilities which go relatively unseen and receive little understanding.

I have admonished several people at various times who passed highly audible comment such as “drunk at this time of the day” as my father’s legs had given way and speech slurred due to his MS.

So far only physical disabilities have been mentioned. What about more tolerance of mental disabilities?

Anything that helps with awareness and understanding is IMHO a good thing.

Overall I have found the US and Canada head and shoulders above other western countries in facilities, inclusion and understanding yet the US doesn’t really engage with the Paralympics?

Alf Morris – a visionary and compassionate parliamentarian, who in 1970 successfully introduced the Chronically Sick & Disabled Persons Act, which was the first in the world to recognise and give rights to people with disabilities, so changing the lives of thousands, died last week.

[MartynSinclair]

“bigger car aprking spaces” for all – superb, I am sick to death of the scratches and marks on my car becasue parking spaces are big enough for my coor door to open fully.

electric door handles could be positioned for all to use

in fact reading a lot of what you write Big Dog, I would love to see to make my life more comfortable too.

I am not suggesting the need for the blue badge not there, only for a design to be considered that could cover the needs for both disabled and able bodied people.

Big Dog, am I correct in assuming that Mental Health issues will generally mean more carers needed to assist rather than disabled who are able to travel and care for themselves when travelling??

[ANDREWYOUNG1]

What an excellent idea BT – and well-timed given the Paralympics coming to town next week. As a diversity professional specialising in disability this kind of feature will I know be well received.

The business case for getting things right for disabled people is clear – by not getting it right you’re effectively limiting your customer base. The travel industry still has lots to improve upon to get things right for disabled people and it’s sometimes little things – as an example my colleague would rather take the train to Scotland from London than fly, due to the barrage of abuse his wheelchair gets when passing through baggage services.

I look forward to reading your feature and the insights you uncover.

Just a note to editors on language when you’re writing the piece: avoid the use of ‘able-bodied’- the accepted term is non-disabled; also avoid ‘people with a disability’, the accepted term is ‘disabled people’. Happy to proof-read the feature for you when it’s written.

[Bath_VIP]

CanuckLad,

Re Scotrail, not aware of that but blind/partially sighted people can take a companion on the train free provided you buy an open anytime ticket. No need for a railcard or anything, one of those ticket quirks that some staff won’t be aware of.

Also if someone has a disabled railcard then they can take one companion on that railcard as well. this applies to all tickets so both of you can get a 1/3 off.

Re Ryanair, if a disabled person is travelling with an able bodied companion then they are generally not fussed as they work on the principle that the able bodied person can help the disabled person. However, if you want assistance, you must call them before you arrive at their airport otherwise you are likely to be ignored. They do explicitly state this on the booking pages of the website.

The issues with Ryanair are to do with solo disabled travellers. Apparently they claim that no more than 4 solo disabled are allowed on any one flight. No other airline makes this point but it does mean that if you don’t let them know in advance, they are liable to refuse you boarding on the grounds that they already have 4 solo. Having said that, if you are solo, then they will sit you at the front of the aircraft. These seats are different to the overwing exits as the front exits are operated by cabin crew whereas overwing are expected to operated by able bodied passengers.

For me, I really dislike this assumption that I have to notify Ryanair in advance of my disability. I am perfectly capable of looking after myself and only need minimal assistance otherwise which I consider to no different that someone with small children would expect from an airline.

[BigDog.]

Martin Sinclair “assuming that Mental Health issues will generally mean more carers needed to assist rather than disabled who are able to travel and care for themselves when travelling?” is only partly correct.

Mental disability is often characterized by impaired cognitive functioning. This may be aided by such things as improved design.

Have you travelled in economy class and used the table secreted in the arm rest? If so, have you managed to return it first time every time?

Twist it the wrong way and it will only retract part way. Mildly irritating for most, downright frustrating for some.

I suggest aircraft interior designers either learn or get advice from Poka Yoke knowledgeable people.

http://www.vrtuosi.com/OAM/VR_MAD002/VR_MAD002-04-EXAMPLE-QUALITY-TOOLS.pdf

http://www.google.co.uk/search?q=poka+yoke+design&hl=en&prmd=imvns&tbm=isch&tbo=u&source=univ&sa=X&ei=IWkyUOSaJuOl0AXOz4DYDA&sqi=2&ved=0CGIQsAQ&biw=1108&bih=756

Better design benefits the average traveller and greatly benefits those with impaired cognitive functioning by easing processes and avoiding stress.

Why weren’t USB plugs designed to use either way up? Or at least be asymetrical like a mini USB.

[Author]

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