THE TRAVELLER’S EXPERIENCE
BUSINESS TRAVEL IS AN IMPORTANT PART of my working life as an independent statistical consultant. I am registered blind and partially deaf due to a genetic condition called Usher Type 2A. I use a white symbol- cane while moving around and hearing aids most of the time. I regularly travel in the UK and on international business. An airport terminal or railway station can be problematic, as they tend to be busy, noisy and dark. Surprisingly, I cope with these environments with few problems due to the fact that the passenger flow tends to follow predictable routes. In my experience, US airports are much better than in the UK in this respect, as nearly all US airports have similar layouts in terms of security, check-in and departure areas. The UK’s are far more diverse and this can make life difficult.
Even if I find myself in an unfamiliar environment, the travel industry is good at providing assistance when needed. However, there are still issues that I encounter. The first is the failure by some organisations to realise disability is not just about wheelchairs. I remember flying
out of a terminal at Newark Liberty airport, and I accepted the offer to be escorted to the gate. My escort turned up with a wheelchair, which I refused to sit in, as I have two perfectly good legs. Rather than dumping the wheelchair, he proceeded to push it – empty – through the terminal, with me holding his arm.
Another example is recent changes to the first class carriage of First Great Western. The previous décor consisted of beige seats which contrasted well with the floor and walls; the new carriage consists of grey seats, grey tables and grey carpets – a nightmare for a visually impaired person. First has thought about disabled access, but only in terms of wheelchairs. Another key point for me, and no doubt other disabled travellers, is I am fiercely independent, and I don’t want to be helped and assisted all the time. I appreciate the fact that assistance is available if needed, but sometimes people can be too helpful. An example occurred when a networking group that I am a member of proposed to move from its current city centre (and thus
Nigel Marriott, chartered statistician and data scientist
accessible by public transport) location. I pointed out the access issues for me, and many members offered to give me lifts instead. I rejected that because I do not want to be dependent on people’s charity. It is my independent spirit that explains why hotels are my biggest issue. Many hotels seem to be afraid of having well-lit areas, and their layouts can be very unpredictable as well. This can make it difficult for me to find my room and, when there, it can be hard to locate the light switches. Sometimes you have to ask for assistance, but I really don’t want to have to do this all the time and become dependent
on hotel staff. I have considered renting a flat in London for my business travel, but currently I don’t travel enough to make that financially viable. I enjoy travelling, and the industry is working for disabled travellers for the most part. To make my experience better, I need the industry to realise that disability is not just about wheelchairs and that I don’t always want assistance. To improve the customer experience so that disabled people can access it by themselves does not have to cost a lot of money; with some thought and empathy, it is surprising how much of a difference can be made.
A business traveller that has a broken leg may need support only in the short term. The corporate needs to ensure that
insurance is adequate and pre-existing medical conditions are specified. Travel- lers should detail any medication or other requirements. As De Lacey says, “some of this might be difficult to acquire abroad”.
SPECIAL REQUESTS Notes on travel profiles can precipitate a wide range of needs:
96 BBT SEPTEMBER/OCTOBER 2015
• Some illnesses, such as irritable bowel syndrome, mean the traveller has to have access to liquids at all times, which means carrying a doctor’s letter to be entitled to take more than the 100ml currently allowed through airport security.
• If the disability involves a wheelchair (which will always have to go into the hold) airlines will generally not count this against the free baggage allowance.
• Blindairlinepassengersmaybepermit- ted to bring a guide dog on board.
• Airlines will allocate deaf or blind pas- sengers to specific seats to ensure they can see or hear the safety briefing.
• If the passenger is physically disabled, the airport pick-up, whether it is a car or bus, needs to be equipped with disabled access.
The requests may be special, but the pro- cedure should be standard. O’Sullivan advises bookers to give as much notice as possible, “particularly with an airline, as
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