Making travel more inclusive for wheelchair users - Whizz-Kidz

Making travel more inclusive
for wheelchair users
Contents
3-4
5-6
7-11
12-13
14
15-16
17
18
2
Forewords
The verdict – all travel is not created equal
Survey findings
Get on Board to make travel more inclusive
The journey so far
How you can Get on Board
A final word from Ruth Owen,
Whizz-Kidz Chief Executive
Acknowledgements
Foreword
I am delighted to introduce the Whizz-Kidz
Get on Board report, which lays bare startling new
feedback from wheelchair users about
their experiences of public transport, and
signals how things need to change to make
travel more inclusive.
As an athlete I travel a lot, but things aren’t always
easy. Like many disabled people who have taken
part in this research, I get frustrated that I have
to call 24 hours in advance to inform someone
that I need to get on a train and if I have to fly I’m
often concerned that my chair may be damaged
when it is stowed away on the aircraft! When
I was younger, I relied on my parents to drive
me everywhere and made sure I got my driving
licence when I turned 17, not because driving was
a passion of mine – but because I knew I had to.
During the 2012 Paralympic Games, access and
travel for wheelchair users was suddenly greatly
improved and I had so many messages from
people saying they could get to the stadium and
venues on their own, there was easy access via
transport and they felt confident getting out and
about. Sadly though, this improvement didn’t last
and reading about some of the experiences of
wheelchair users in this report, it feels like things
have gone backwards in places!
It’s clear travel providers must do their bit to
make improvements to the experiences of their
wheelchair using customers. But for me what’s
also critical to sustained improvement is a change
in public attitudes. During the Paralympics I was
greatly heartened by a change in public perception
and increased empathy for disabled travelers.
Something as seemingly small as a willingness to
just help you up that one step or move someone’s
bags out of the way can transform a bad journey
to a good one in seconds.
It’s really important that charities like Whizz-Kidz
speak up for young wheelchair users and I am
proud to support the Whizz-Kidz Get on Board
campaign. We’re not demanding change overnight.
We’re simply saying we want your support - big
or small - to make travel inclusive. I encourage
travel operators, staff, other passengers, and
wheelchair users themselves to take inspiration
from this report and make changes today so we
can all Get on Board and travel safely, confidently
and independently.
Hannah Cockcroft MBE,
Paralympian and Whizz-Kidz Patron
3
Foreword continued...
As members of the Whizz-Kidz Kidz Board, we
represent one of the largest networks of young
disabled people in the UK and work to ensure that
young wheelchair users’ voices are at the heart of
all of Whizz-Kidz’s decisions.
Where are you reading this report? Did you take
public transport to get to where you are? Perhaps
you are sitting on the bus, tram or the train?
Perhaps you have just booked your annual holiday?
Can you imagine how different your life would be
if getting on a train, bus or plane felt out of your
reach, or you were too scared to go somewhere
because of past negative experiences?
This report shows how many young wheelchair
users live in a world which is limited because they
lack access to and confidence in transport. The
attitudes of transport staff and other passengers
also have a big impact on experiences. Without
the right access, support and respect to travel
spontaneously and independently, it’s even harder
for young wheelchair users to pursue chosen
careers, access education or take part in social
activities. We find ourselves both literally and
metaphorically stuck!
Over the next two years, we are determined
to improve the way in which young wheelchair
users experience transport and reduce the social
isolation felt by many of our peers and friends.
Through the Get on Board campaign, we’ll be
getting our voices heard at all levels, challenging
the public and transport staff to think differently
about wheelchair users and working with
transport operators to make improvements to
infrastructure, information and facilities so we
can be more independent.
But we can’t make change happen alone we need you!
We want to challenge, change and remove
obstacles on our path to independent travel.
We’re calling on members of the public,
wheelchair users, transport staff and the wider
community to join our campaign for more inclusive
travel for wheelchair users.
Please read the report and make a pledge to
Get on Board. Together, we can reach our
final destination.
George and Kayleigh,
on behalf of the Whizz-Kidz Kidz Board
4
The verdict: all travel is not
created equal
Approximately 11.5 million people (19% of the
population) are currently disabled in the UK, with
one in five reporting a disability experiencing
difficulties when using transport.1 Transport
has a significant impact on the lives of disabled
people. Research shows that disabled people
find it difficult to travel to basic services, such as
hospitals, their GP or post office. They are more
likely to turn down job interviews and offers and
can find it difficult to go shopping, attend school
or college and take holidays.2,3
This research reflects what Whizz-Kidz
Ambassadors, our young wheelchair users, have
been saying for a while: that reduced access to
transport has a significant impact on their lives
from their education, to where they work, visiting
their friends and going out.
But anecdotal evidence was not enough. WhizzKidz wanted to build on current evidence about
how transport affected service users, so in 2015
we conducted a survey, focus group and interviews
with wheelchair users and their carers and families.
Our aim was to better understand what wheelchair
users really experience when travelling.
Despite the numerous reports, committees and
campaigns that have taken place to improve
accessibility for wheelchair users, the Whizz-Kidz
findings paint a striking picture. Quite simply,
they show that young wheelchair users, their
families and carers, still do not have equal travel
opportunities. A staggering three out of four
respondents to our research were not able to
travel as independently as they would like to and
two thirds did not feel confident enough to use
public transport. It is clear that improvements in
access to, and confidence in, both public and
private transport remains critical to achieving
greater mobility and independence for young
wheelchair users in the UK.
‘I feel like people don’t listen to me
or take my needs seriously and I need
help manoeuvring my chair in and out
of transport.’
1
Department for Work and Pensions, Office for Disability Issues (2013), Fulfilling Potential: Building a deeper understanding of disability
in the UK today.
2
Centre for Disability Studies (2006), Secondary analysis of existing data on disabled people’s use and experiences of public transport in
Great Britain.
3 Papworth Trust (2013), Disability in the UK 2013.
5
Key findings
• The majority of people (70%) said they do not feel they can travel as
independently as they would like to.
• Three quarters of people (77%) said they experience problems while
travelling which mean they can’t travel as independently as they’d like to.
• Barriers in accessing public transport ranged from lack of accessible
transport near where respondents live (67%), to being deterred by the
attitude of staff (57%) or other passengers (61%).
• Two thirds (66%) said they simply do not feel confident enough to use
public transport.
6
Survey findings
Respondents to the Whizz-Kidz survey included
Whizz-Kidz service users, their families, carers and
wider wheelchair users. The survey looked at six
different areas covering:
• independent travel
• trains
• buses and coaches
• taxis
• planes
• underground, metro, tram or light rail.
The survey was sent out across the country
between June and September 2015.
Of the 128 survey respondents, almost two thirds
are wheelchair users, with the other third being
carers of wheelchair users. Of those that completed
the survey, a number of issues were explored:
• modes of public transport used by
wheelchair users
• the frequency of public transport use
• what this tells us about user needs and trends
(eg. why one mode of transport is used more than
any other).
We also drew on anecdotal evidence from young
disabled people and their parents through the
Whizz-Kidz Ambassador network.
Regular use of public transport
Being driven in a car by someone else is the
most used mode of transport for disabled people
across England and Wales.4 This is reinforced by
Whizz-Kidz’s survey, which shows driving is the
most common mode of transport for respondents
with 54% of respondents being driven by a
parent or carer daily and 14% driving their car
independently daily.
4
Mori (2002), Attitudes of Disabled People to Public Transport
However, the use of public transport on a daily
basis is much lower, with 9% of respondents using
buses or coaches, and just 4% using trains, the
tram or Metro. Taxis were identified as a daily choice
for transport for 10% of respondents.
‘When travelling in the car I am as independent
as anyone else, however when on public
transport nine times out of 10 I must rely on the
service and support of someone else which I find
deeply frustrating. If you haven’t pre-booked
assistance, spontaneity is difficult.’
7
Frequency and most used mode of transport used by
wheelchair users
Planes
Taxis
Underground
Tram/Metro
Buses/Coach
Trains
Car-driving self
Car-parents/Carer driving
0%
10%
Daily
20%
30%
Weekly
40%
Monthly
50%
60%
70%
Annually
80%
90%
Never
Main issues experienced when travelling by public transport
A
I
SP
ACES
A D VA N C
EA
BO
E
R
P O RT
S
ER
LE
G
C E S SIB
M E DIC AL
8
UP
S
V
C O STS IN
OL
VED
N
LACK OF
T
TUDE OF S
F & PA S S E
NA
C
TT
I
AF
SONS
O KIN G
100%
Trains
Forty-seven per cent of survey respondents said
lifts helped them to travel easily between platforms.
However, 40% of respondents said they were
not always able to board the first available train
to their destinations.
Survey responses suggest that even though
stations have the right access, the lack of
assistance from public transport staff make the
journeys much harder for wheelchair users. Fortyeight per cent of respondents said that even with
booked assistance, there was not always someone
at the station available to help, and 45% said there
wasn’t always a platform guard to assist them.
Buses
‘I only use the stations I know are accessible in
advance and would never use them on my own as
the trains are never level with the platform
and there is always a big gap which is hard to
jump, especially when it’s busy. I did once miss
this jump so my small wheels fell into the gap.
I then fell out of my chair onto the train.’
‘I’m sick and tired of the blame game. I don’t care
whose fault it is the ramp hasn’t come. I just
want to get off the train!’
‘It’s trusting I have someone to help me with
access issues. For example I need the ramp to
get off the train. Several times a month I had
no one getting a ramp for me, even when called
ahead of time.’
Of those surveyed, 42% said buses in their locality
are not suitable for wheelchairs.
time to secure their wheelchair on the bus before
moving off.
Forty-six per cent of respondents said bus drivers
are usually helpful and understanding, usually pulling
close enough to the kerb for ramps to work, but half
(51%) said drivers do not always give them enough
Space on buses is still an issue, with almost two
thirds (62%) saying other passengers are not always
quick to move prams out of wheelchair spaces to
let them on board.
‘I was really excited when National
Express asked me to star in their
DVD - I’ve never done anything like this
before. I was really keen to take part
because travel is such an important
part of people’s lives and because it
helps people live independently.’
‘Staff are always helpful despite
some members of the public being rude
to them when they allow us on first.’
9
Taxis
More than three quarters of respondents were
confident taxis will accommodate their
wheelchair needs.
Seventy-seven per cent of people said taxis are
a convenient way to travel, with 74% stopping
at convenient locations for the passenger.
Planes
Though the use of planes is limited, more than
three quarters (79%) of respondents have flown at
some point. The majority of respondents said that
they were able to book best priced flights to their
destination, and 57% reported that they did not
experience any difficulty booking in their wheelchair.
However, 75% of respondents raised concerns their
wheelchairs would be damaged during the journey.
Anecdotal evidence tells a different story, with
several respondents stating that the cost of taxis
is a significant issue.
‘The main problem I have had with taxi drivers is
their attitudes. Some refuse to take me and
it feels as if they don’t want to make an effort
with me. The result: I don’t want to go out and
feel isolated. I’ll go the extra mile to spend my
money with somebody I trust.’
‘I travelled to college every day with usually the
same driver [but] I have always found wheelchair
taxis to cost far more than an ordinary taxi.’
Seventy-one per cent of respondents said that in
the past, they have not been able to use toilets
while airborne, and more than half (62%) said
there isn’t always an aisle wheelchair available
to allow them to move around the aircraft. More
worryingly, 47% of wheelchair users said they were
not confident about being transferred to their seat
in a safe and dignified manner.
Underground, metro, tram and light rail
Fifty-four per cent of respondents said there are not
enough wheelchair accessible stops and 67% said
there aren’t wheelchair spaces on every carriage.
10
Whilst the majority of people (70%) feel staff are
understanding, almost three quarters (74%) said
there isn’t always a member of staff around who
can help them.
‘The best mode of transport for me to use is my
wheelchair - I am in control. My wheelchair is as
reliable as public transport should be.’
How does this impact on wheelchair users?
The survey suggests that public transport continues
to be a challenging issue for wheelchair users, with
70% of respondents saying they don’t feel able to
travel independently. Lack of transport links, length
of time it takes to travel and the cost of using public
transport were identified as problems experienced
by respondents.
The level of planning involved in using public
transport is also a deterrent for many wheelchair
users, carers and families who responded, with
nearly two thirds stating that organising a journey
requires too much advance planning.
While in London all buses, black cabs and access to
trams are wheelchair accessible, a large percentage
of our respondents who live outside of London (71%)
reported more difficulty in accessing public transport.
Forty-five per cent of respondents said having
inaccessible areas on trains and buses impacted
heavily on their ability to travel independently.
A further 19% of respondents said that they found
a lack of support from public transport staff – some
said that bus and train drivers offered little support
or did not know what to do in some instances.
The lack of support, combined with poor
accessibility and negative attitudes towards
wheelchair users, has played a large role in how
wheelchair users and their carers use public
transport. This is reflected in 77% of respondents
stating that problems experienced whilst travelling
have limited them in travelling as independently as
they would like.
11
Get on Board to make travel
more inclusive
Wheelchair users have delivered a strong verdict
on public transport and it is clear much more
needs to be done to put young disabled people
on the path to independence.
While there have been many improvements to
transport over recent years, the sector still
faces a number of challenges and some of
the ground gained following the Paralympics has
lost momentum.
Based on what wheelchair users, their carers and
families told us, we are calling for a number of
recommendations to be acted on.
MMENDATIO
O
C
NS
1 IMPR
E
OV
R
EM
E
2
NT
S
NG
DI
T
AN
EN
EM
SENTATIO
RE
RESP
EC
T
3 UND
ER
ST
4 INV
OL
V
5 RE
P
N
We want
improvements to
infrastructure,
information and
facilities…
We want the
general public to
respect young
wheelchair users’
right to travel...
We want regular
and meaningful
disability
awareness
training…
so that the network is
more accessible for
wheelchair users
so that they do not
feel scared to travel
alone
so that staff are more
understanding of
young wheelchair
users We want young
disabled people
to be involved in
the planning,
auditing and
design of services
and policies…
so that their voices
are heard at all levels
We want
wheelchair users
to be represented
in travel marketing
materials…
so that people can
see what young
wheelchair users
can do, not what
they can’t
Leading the way with the Accessible
Travel Alliance
Whizz-Kidz believes that by working together, we
can drive positive change and make a real lasting
difference to disabled people’s experience of travel.
That’s why we established the Accessible Travel
Alliance – to help make things better, together.
12
The Alliance brings together operators from across
the transport sector who are committed to working
together, drawing on the expertise of the Whizz-Kidz
network, to spearhead improvements and share
best practice.
What our Alliance members have said so far
‘We need to constantly make the case to government and business that investing in infrastructure that
improves the lives of disabled people is necessary to help them access employment, education and leisure’
Transport for London
‘We passionately believe
everyone has the right to
travel. However we recognise
there are some challenges
out of our control which is why
joined-up and partnership
working is key.’
National Express Coach UK
‘Disabled people’s first-hand knowledge and understanding of
the issues are instrumental to any enhancement programmes.’
OmniServ
‘The biggest challenge is building confidence in disabled people to
travel - supporting them to be informed about their journey and
aware of the many ways in which we can help them travel.’
Heathrow Airport Ltd
‘Recently we reviewed the guidance issued to passengers and staff relating to priority access to wheelchair
users on our services. Following this we have improved signage to help reduce conflict on board buses.’
Stagecoach Bus UK
‘One of the biggest challenges is
time schedules. The pressure for
quick turnarounds adds additional
stress to the disabled traveler.’
OmniServ
‘Increasing the prominence and profile of disabled travellers
also increases our drivers confidence and capability when
dealing with wheelchair users and the on-board equipment.’
National Express Coach UK
‘We invest in the advice of our charity partners - calling on their
specialist skills and knowledge to inform our decisions.’
Heathrow Airport Ltd
‘We engage with disabled people through a variety of
channels and would encourage other transport operators
to do the same.’
Transport for London
‘Travel is vital to everyday life
in the UK. High quality end-toend journeys are the shared
responsibility of transport
operators, government and
other stakeholders.’
Stagecoach Bus UK
13
The journey so far
H
NATIONAL EXPRESS UK COAC
HEATHROW AIRPORT
Whizz-Kidz and transport providers have a strong track record of working together to make a real difference.
With the current Alliance, we’re confident we can achieve more great results, building on our past campaigns
(outlined below).
14
During the summer of sport
for the UK in
2012, Heathrow was the
first and last port of
call for 80% of the Olymp
ic and Paralympic
Games visitors. But the Pa
ralympics posed a
different operational challe
nge for Heathrow to
the Olympics. It was a ch
allenge of complexity
rather than volume – some
flights had far
higher numbers of passeng
ers with reduced
mobility and visual impairm
ents, many of
whom were wheelchair us
ers.
In order to meet this challe
nge, Heathrow
asked Whizz-Kidz to provid
e first-hand,
expert guidance on how to
further improve
the airport’s accessibility.
Our young disabled
experts audited Heathrow
’s terminal facilities,
making recommendations
about how the
experiences of disabled pa
ssengers could be
improved. Some of our you
ng Ambassadors
also helped to produce a
new training video
for airport security staff.
ch
Coach giant National Express UK Coa
new
a
e
duc
asked Whizz-Kidz to help pro
0+ drivers.
training DVD for the company’s 100
er’s
The DVD - now a crucial part of a driv
the
use
to
how
ers
driv
toolkit - teaches
ional
on-board wheelchair lifts on every Nat
as
ed
duc
pro
was
Express UK Coach and
th
You
ch’s
Coa
part of National Express UK
ple.
peo
ng
you
t
Promise - a pledge to suppor
ng
The training film features Helen, a you
bassador,
wheelchair user and Whizz-Kidz Am
e an
using the coach wheelchair lift alongsid
nology
tech
ng
eeri
pion
the
in-depth look at how
which
y,
pan
com
the
time
works. This is the first
air
elch
whe
all
inst
was the first in the UK to
user to
lifts to its coaches, involved a service.
illustrate its technology in this way
of
National Express UK Coach, Head
:
said
lis,
Hol
k
Mar
,
nce
Business Excelle
George, one of the young
people who took
part, was really thrilled ab
out the opportunity
to help the airport get rea
dy to welcome
thousands of disabled pa
ssengers ahead of
London 2012.
‘Our task was to give Termina
l 5 a ‘wheelchair
road test’ - including getting
through security
and even boarding a plane. So
me of the
changes Heathrow made in 201
2 following our
feedback were increasing the
number of
specialist lifts used to help
disabled people
get on and off an aircraft - whi
ch exceeds
any other airport in Europe new accessible
toilets and an onsite wheelchai
r repair
service.’
‘Accessibility training is a large part of
e
our driver training sessions and we wer
determined to give our drivers something
they could take away with them and use
ng
afterwards. We hit on the idea of produci
a DVD, which is also available for them to
access online.
National Express UK Coach works with
ding
Whizz-Kidz on a range of projects inclu
their Youth Promise.
it
To get the best training for our drivers
DVD
was really important to make sure the
lection
was authentic and accurate, a true ref
can
of the issues travellers - and drivers face. We were really keen to work with
n,
Whizz-Kidz to ensure we got it right. Hele
and Whizz-Kidz will really help train the
ch
thousand or so National Express UK Coa
drivers we have on our network.’
How you can Get on Board
Whether you are a travel provider, member of
transport staff, a carer, a politician, a regular
passenger or wheelchair user, everyone has a
role to play on the journey to inclusive travel. This
report has set out the current environment and
Whizz-Kidz’s recommendations for how to transform
the life of every young wheelchair user in the UK
by ensuring young disabled people have a more
positive experience of travel and can use transport
more independently and confidently.
Our Alliance partners are playing their part in
creating a legacy for inclusive travel. We hope you
join us too! We’d like you to raise awareness of the
importance of inclusive travel by publicly showing
your support for the campaign or, even better, by
making a pledge setting out something you can do,
however small, to support our recommendations.
See what some of our supporters and Alliance
partners have pledged so far on the next page!
To learn how you can support
the Get on Board campaign,
contact Whizz-Kidz on
020 7233 6600
Visit our website
whizz-kidz.org.uk/
getonboard
Spread the word and pledge
your support on Facebook or
Twitter using
#getonboard
15
‘We will exp
lore the po
tential
of new tec
hnology to h
elp
empower dis
abled people
when using
public trans
port by
providing inf
ormation in
d
ifferent
ways and de
livering opt
ions
to suit peo
ple with var
ying
requiremen
ts.’
Stagecoac
h Bus UK
people
e more young
‘We will involv
will
training - this
in our driver
es
y’ the challeng
if
t
ys
m
e
‘d
lp
he
ople to
bled young pe
faced by disa
an
real-life hum
a
ut
p
nd
a
s
driver
d.’
issues involve
face to the
K
ess Coach U
r
p
x
E
l
na
io
t
a
N
g
rovide youn
p
o
t
e
u
in
t
e skills
‘I will con
rs with th
e
s
u
ir
a
h
about
wheelc
et out and
g
o
t
s
ip
t
rough
and
ndently th
e
p
e
d
in
l
e
ills
and trav
elchair Sk
e
h
W
z
id
K
Whizzessions.’
wnie,
Training s
James Do
r
kills Traine
S
ir
a
h
lc
e
Whe
‘We will work with other WhizzKidz Ambassadors to launch
regional campaigns on the
transport issues affecting
young wheelchair users in our
local areas.’
Whizz-Kidz
Kidz Board members
16
PLEDGE
BOARD
‘We will continue to invest in
improving the accessibility of
London’s transport network, by
making stations step-free and
coming up with new innovations
that make travelling easier
for disabled people.’
Transport for London
‘We will improve the information
available to young disabled
people - helping them to
understand how airport travel
can cater for them and
allowing them to make informed
decisions about how they will
travel through the airport.’
Heathrow Airport Ltd
‘We’ll ensur
e that infor
mation is
available on
our website
and in
the airport
for young dis
abled
people to e
nsure that
t
hey’re
well informe
d on the se
r
v
ices
and facilitie
s we can pr
ovide at
Gatwick to
give them a
great
experience
.’
Gatwick Air
port Limite
d
in at the
‘We will rema
enhancing the
forefront of
xperience
passenger e
eople and
through our p
technology.’
OmniServ
‘I will use my
profile to in
spire
other young
wheelchair
users
to get out
and about us
in
g the
transport
network.’
Hannah Coc
kroft,
Paralympian
A final word
‘While our survey showed many positive
experiences of transport, it is disappointing that
many young people, their carers and families still
experience issues around the design of transport
services and facilities. Their confidence is also
affected by negative attitudes of passengers and
a lack of awareness by some transport staff.
‘There is still a long way to go to make
transport accessible for wheelchair users. We
are confident that the recommendations in
this report will prompt real change so young
wheelchair users can travel more assuredly,
safely, and independently.
‘By working together to make change happen,
we will give young wheelchair users the chance
to make the most of their lives and achieve their
full potential. I hope you will join me and Get on
Board to make travel more inclusive.’
Ruth Owen OBE
Chief Executive, Whizz-Kidz
17
Acknowledgements
Whizz-Kidz would like to thank everyone who contributed to the survey, focus group, interviews and
photoshoot. Your input is critical to achieving change.
We would also like to thank:
Aine Fox
for analysing the survey results and helping write this report
Hannah Cockroft MBE
for her foreword and ongoing support of Whizz-Kidz
The Help Agency
for designing the report
Mathew Greer
for taking the photographs
The Accessible Travel Alliance partners
for their contributions to this report and their ongoing commitment to improving accessibility:
18
‘Travelling independently makes me feel like all of my peers, I can go out with
friends and family and live the life of a young person. I deserve to have equal
access to opportunities as everybody else. Manners and understanding go a
long way - it is all in the attitude and intention of staff.’
19
Postal and registered address:
4th Floor, Portland House, Bressenden Place, London SW1E 5BH
T: 020 7233 6600 E: info@whizz-kidz.org.uk W: www.whizz-kidz.org.uk
Whizz-Kidz is the working name of the Movement for Non-Mobile Children
Registered charity no. 802872 Charity registered in Scotland (No. SC042607)