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Civil Aviation Bill

I thank the Minister for her intervention, but I have to say that I am not reassured, because if we believe that those things are fundamental, I do not see why we should not put them in the Bill. She reassures us that the regulator will ensure that those things are in place, but let us tell the regulator. Let us say, unambiguously and up front, that we expect those things to happen and that the regulator will ensure that, rather than allowing the regulator to make those decisions for itself. I want to talk, as others have, about what happened at Heathrow in the winter disruption of 2010. The point is worth reiterating, because the Begg report made alarming reading. Let us look only at the headlines: 9,500 people sleeping in the terminal; passengers seeking refuge in subways; a lorry carrying blankets for passengers having to turn back on the M25 because of the traffic conditions; very few passengers provided with water and refreshments; absolute chaos and confusion. As the Begg report found:"““Confused and contradictory messages caused incorrect signals to go to airlines, to passengers, and from airlines to passengers””." Passengers were given laptops to try to rebook their flights—the laptops were around the terminal. That is fine for regular travellers and regular internet users—perhaps they could find their way around the system—but many passengers would clearly not have had the first clue about what to do. There seems to have been an absolute lack of care and concern for passengers at that point. Indeed, there was no contingency plan in place to ensure that those with medical conditions, who are more vulnerable—for instance, those with diabetes—had access to food, water and other things they needed. There must be a system in place and a channel of support for those who need medical support at times of disruption. It is true that we all get those messages on the television or radio: ““Do not travel unless your journey is absolutely essential.”” Unfortunately, the vast majority of us always believe that our journey is indeed absolutely essential. People set out in their cars or other modes of transport when, if they had stopped to think about it, they would not have done so. Airports face that difficulty in dealing with us—that even when it is snowing or there is thick fog, we believe that our flight is going to take off. Airports have to accommodate themselves to the fact that we are not always sensible. Living in a country that does not often have severe weather, we are perhaps more naive about when we should travel and when we should not. However, we also have to recognise that many of those travelling to airports set out the day before or when it is not apparent that there will be bad weather later. Again, we have to consider not only human nature, but the fact that people will set out before conditions worsen. That is particularly true when we think about volcanoes erupting and other things that can happen unexpectedly. Going back to the winter problems, particularly at Heathrow—I acknowledge that other airports dealt much better with the weather—it is unacceptable for passengers to have such an experience. It unacceptable not only for them, but for UK plc. Our airports are our gateway to the rest of the world. We need airports with first-world standards, not standards one would expect in a developing country. There did not seem to be a huge amount of improvement at Heathrow this year. perhaps I could be criticised for saying, on the one hand, that not enough information was given on previous occasions, but when there was a threat of snow, a quarter of the flights were cancelled. The report states that flights should be cancelled and information given in advance if such disruption is feared. Perhaps the Minister has better information than I do and will be able to respond, but four inches of snow were threatened—the threat was of snow being dumped, rather than falling long term, over days or hours. Considering that we are supposed to have had this great investment in snow clearing and other things to keep our airports moving, cancelling a quarter of the flights feels like a knee-jerk reaction. Yes, airlines are responsible for the treatment of passengers, but it is not good enough for different airports to have separate passenger welfare plans. A passenger needs to know what support they will get at any airport, because it is the airport, not the airline, that will be blamed if there are problems. Whether a passenger has booked with Virgin, British Airways or whoever, they will blame Heathrow, Manchester or Gatwick for their bad experience and lack of support, rather than the airline that should be providing that support. Airports clearly need the power and responsibility to have concerted passenger welfare plans, and the CAA needs the authority to ensure that that happens.