WASHINGTON, D.C. — Airline passengers with disabilities say flight staff need more training and the airplanes need better accommodations to meet their needs, according to testimony during a House subcommittee hearing Tuesday.
Their concerns were part of a discussion about passenger experiences with airlines.
Testimony was presented from a recent report by the U.S. Government Accountability Office that said the number of passenger disability complaints reported to the U.S. Department of Transportation and to airlines directly has steadily increased since 2011.
Most were about staff being unable to properly assist the passengers, seating problems and issues with service animals.
Lee Page with Paralyzed Veterans of America testified about his experience.
"On my most recent flight, I had a problem with the aisle chair and the people who came to assist me,” Page said. "The personnel tried to lift me up over the fixed armrest and into my seat, but they were not strong enough and ended up dropping me on the armrest as I slid into my seat."
The number of overall passenger complaints to the DOT across all categories is also up about 10 percent from 2008 to 2017.
An aviation consultant for the nonprofit group Consumer Reports testified about the need for a passenger bill of rights.
"With guaranteed accommodations during flight delays and cancellations, transparencies of fares and fees and safe healthy aircraft seating,” William McGee said.
Testimony did point out that the overall quality of airline operational performance has improved over the last decade.
The report said the rate of denied boardings, mishandled baggage and flight delays have generally improved from 2008 to 2017.
Witnesses also pointed to new technology as reasons why the experience for passengers has improved.
“Enhanced service training for our crews and other guest-facing personnel as well as investments in technology like enhanced airport kiosks and our new self-bag drop machines that will help speed our guests through the check-in process,” Executive Vice President and Chief Commercial Officer for Spirit Airlines Matt Klein said.
Source: Fox13Memphis dot com
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