Accessible Airports: Ten Lessons Every Airport Must Learn
TLDR:
Accessible airports go beyond basic compliance. They are places where rights are respected, needs are anticipated, and all travellers are treated with dignity. These 10 lessons uncover what’s working and what needs urgent attention.
1. Legal Foundations: Rights Take Off
In the UK, the Equality Act 2010, Civil Aviation Act 1982 (Section 71), and EU Regulation 1107/2006 require that airports provide free assistance to passengers with disabilities and ensure non-discrimination throughout the journey. International equivalents include the U.S. Air Carrier Access Act and Canada’s Accessible Transportation Regulations. These laws form the backbone of accessible airports, but compliance isn’t enough when enforcement and consistency fall short.
2. Barriers That Remain
Even with regulations, passengers still encounter inaccessible booking systems, long waits for assistance, and limited in-terminal signage or support. Our Beyond Compliance study revealed that half of passengers with disabilities were dissatisfied with their airport experience, citing staff dismissiveness, confusion, and inconsistent service.
3. The Gap Between Law and Experience
Legal victories don’t always change day-to-day outcomes. Cases like Stott v Thomas Cook highlight the difficulty in enforcing rights mid-flight. Airports that aim to be truly accessible must align operations, staff behaviour, and technology with the spirit, not just the letter, of the law.
4. Accessible Travel to and from the U.S.
Understanding jurisdictional differences is critical. In the U.S., airlines, not airports, manage assistance, and only task-trained service dogs qualify under the ACAA. Accessible airports provide clear pre-departure guidance and ensure that passengers know their rights and escalation routes before they fly.
5. Tech That Transforms
Airports like Toronto Pearson and Kansas City International are pioneering inclusive infrastructure, from tactile kiosks and AI-powered assistance to sensory-friendly waiting areas. Apps like Lazarillo help passengers with visual impairments navigate terminals, while platforms like Ostrum reduce wait times through dynamic scheduling.
6. Staff Training: The Missing Link
Even the best infrastructure falters without properly trained staff. Heathrow’s sensory packs and journey-mapping are steps forward, but our research shows most staff training remains a one-off, checkbox exercise. Accessible airports invest in regular, lived-experience-led education that fosters empathy and competence.
7. Feedback That Fuels Change
Accessible airports don’t just collect feedback, they act on it, yet many passengers report that their feedback disappears into a void, damaging trust and reducing future travel confidence. Tools like our upcoming Ready2Fly Scorecard™ benchmark airport performance using data from passengers with disabilities.
8. Beyond the Gate: Connected Accessibility
True accessibility includes hotels, transit, and destinations. UK standards like Changing Places toilets are still rare in U.S. airports. Inclusive design must cover every step of the journey, from parking garages to public transport and beyond.
9. Community Leads the Way
Passengers with disabilities are not passive users, they’re problem solvers. Our neurodiversity report shows that over 70% of people with hidden disabilities avoid air travel due to previous negative experiences. Airports that listen, learn, and co-create solutions with passengers can reverse that trend.
10. A Blueprint for Accessible Airports
Airports can act now:
– Ensure booking systems meet WCAG standards
– Train staff with input from people with disabilities
– Provide quiet spaces, tactile signage, and accessible toilets
– Publicise escalation pathways like CRO contacts
– Build feedback into strategy, not just customer service
Conclusion: Accessibility Is a Mindset
Accessible airports benefit everyone, from older adults and families to infrequent travellers and neurodivergent individuals. Moving from policy to practice requires leadership, collaboration, and continuous learning. The sky won’t be inclusive until our airports are.
Want to help shape the future of inclusive air travel? We’re building our advisory panel and would love your insight. Whether you’re an airport staff member, a passenger with lived experience, or a policymaker, your voice matters. Join the Access-air-bility Advisory Panel today.
You can also complete our quick feedback form or share your detailed thoughts via our full experience survey. Prefer a conversation? Get in touch through our contact form and we can arrange to speak with you at a convenient time. Let’s work together to create accessible, empowering air travel for all.
