Accessible Air Travel: Seven Truths the Industry Can’t Ignore
TLDR:
Air travel opens up the world, but for many people with disabilities, that world remains frustratingly closed. Despite existing regulations, accessible air travel is still far from reality. This blog outlines seven urgent truths about current failures in the system, drawing from lived experiences and highlighting the urgent need for data-driven reform, inclusive design, and industry accountability.
1. Air Travel Is a Right, Not a Luxury
Accessible air travel isn’t just good customer service, it’s a human right. The UN Convention on the Rights of Persons with Disabilities and laws like EC1107/2006 in the UK and EU assert the right to free movement. Yet, many passengers still feel excluded from flying altogether due to repeated access failures.
2. Many Booking Systems Are Inaccessible
For people using screen readers or navigating cognitive challenges, booking a flight is often the first barrier. Accessibility information is buried, assistance request options are hard to find, and airline websites rarely meet even basic WCAG standards. This complexity deters travel before a journey even begins.
3. Inconsistent Support Turns Airports into Obstacle Courses
In our Beyond Compliance pilot study, half of respondents reported dissatisfaction with their UK airport experience. Many described long waits, rushed transfers, and having to repeatedly explain their needs. Others felt demeaned or dismissed by staff. A lack of standardised service models creates unpredictable and stressful travel experiences.
4. Poor Communication and Attitude Failures Are Still Too Common
Technical access matters, but so does dignity. One respondent recalled being mocked by security for their medical supplies. Others reported not being listened to when stating their needs. Without genuine, inclusive staff training, policies won’t translate into respectful practice.
5. In-Flight Accessibility Is an Afterthought
Once onboard, challenges continue. Aircraft seats aren’t designed with all body types or mobility needs in mind. Lavatories are too small for many mobility aid users. Some passengers avoid food or drink just to skip the discomfort of trying to access a toilet mid-flight. That’s not just inconvenient – it could be harmful.
6. Regulation Exists, But Enforcement Is Weak
Laws like EC1107/2006 and the Air Carrier Access Act require non-discriminatory service. But accountability is patchy. Not all staff know the rules, and passengers often don’t know where to complain. A stronger feedback loop is needed – one built on lived-experience data and real-time monitoring.
7. Inclusion Benefits Everyone, And It’s Good Business
Designing for inclusion isn’t just an ethical imperative. It leads to smoother operations, fewer customer complaints, and brand loyalty. Inclusive signage, quiet spaces, transparent information, and well-trained staff improve service for every traveller, not just those with visible disabilities.
How Access-air-bility Is Responding
At Access-air-bility, we’re building a community of passengers with disabilities who want to share their travel experience with us. Our advisory panel includes passengers, carers, and frontline workers. Our goal is to help airports and airlines understand what’s working, what’s failing, and how to improve, starting with the voices too often left out of design and review processes.
What Can the Industry Do Today?
- Mandate comprehensive, continuous staff training in disability awareness.
- Upgrade infrastructure to meet real-world needs (e.g. accessible restrooms, better signage, quiet rooms).
- Implement multi-channel communication tools for real-time assistance requests.
- Standardise assistance services across terminals and flights.
- Partner with people with disabilities in service design, testing, and audits.
The Path Ahead
Accessible air travel is achievable. But it requires commitment, collaboration, and action. We must go beyond minimum standards and embrace inclusive design as a core principle of aviation. Only then can we create a world where everyone, regardless of their body or brain, can fly freely.
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 a convenient time to call you. Let’s work together to create accessible, empowering air travel for all.
