Digital accessibility for enhanced passenger experience

Air transportation is a global industry that carries millions of passengers every day. With the increasing reliance on digital tools for booking, check-in, flight information and in-flight services, it is important to ensure that these services are accessible to all. Digital accessibility in aviation is crucial to ensure that all passengers, including those with disabilities, can safely and easily access air travel services.

‘Digital Accessibility’ was understood to refer in a somewhat narrow sense to the accessibility of a company’s website, mobile applications or digital documents. This led to a focus on ensuring websites and their content could be accessed by everyone, including people with disabilities. Standards to aid this, known as the Web Content Accessibility Guidelines (WCAG) were developed by the World Wide Web Consortium.

With evolution in technology, new devices have been introduced in aviation to improve passenger experience and operations. Most airport passengers interact with a wide range of public-facing digital assets such as self-service terminals, automatic gates, and information displays all of which should be accessible. 

For instance, airline websites and mobile apps should comply with Web Content Accessibility Guidelines to ensure accessibility for passengers with visual, auditory, motor, or cognitive disabilities. Features like screen reader compatibility, high contrast modes, and keyboard navigation can enhance accessibility. 

Airport and airline apps should provide accessible features, like: Audio induction loops for passengers with hearing aids. Clear and simple navigation. Compatibility with assistive technologies like screen readers. Apps can also offer personalised assistance, like guiding passengers with disabilities through the airport. 

Airports can implement digital wayfinding systems, such as interactive kiosks or mobile apps, to help passengers navigate the airport. These systems should include accessible features, like audio output, high contrast modes, and simple navigation.

Self-service kiosks should be designed with accessibility in mind, including features like:  Audio output and tactile buttons. High contrast modes and adjustable font sizes. Compatibility with assistive technologies like screen readers.

Training to understand the need for empathy and specialised training should be given to not only airport and airline staff, but all airport employees. This includes training staff in every area where families with disabled individuals will come into contact, from curb to gate. Airline staff should receive training on disability awareness and digital accessibility to ensure they can assist passengers with disabilities effectively. Airport employees should be familiar with assistive technologies and accessible features of digital systems. Training promotes an environment that is inclusive and supports staff in the care they should give.

These examples of digital initiatives that many airports have introduced for passengers with disabilities encompass such things as: Real-time sign language translation or recorded information; Advance virtual information to reassure travellers; Navigational aids for individuals with vision impairments; Assistance apps that allow users to request help from service providers, among others.

Across the globe states have introduced or amended legislation to ensure that all passengers have an equitable experience. The United States amended their Part 382, Passengers with Disabilities legislation to include the requirement for accessibility of automated kiosks (CFR 14 § 382.57).  Canada introduced the Accessible Transportation for Passengers with Disabilities Regulations. This stipulates that websites must be accessible and that automated self-service kiosks meet the Canadian standards of Accessible design for self-service interactive devices. In Europe, the  European Accessibility Act (EAA) was introduced. In response to the impending legislation, airports across Europe are required to ensure that all facilities and digital services introduced after 28 June 2025, are universally accessible. 

For the United Kingdom (UK) many airports and airlines are reported to convene regular accessibility consultation forums comprising “representatives of disability groups and disabled individuals” as recommended by the UK Civil Aviation Authority in the Section 32 of CAP 1228 Guidance on quality standards under Regulation EC 1107/2006.

For Africa the starting point will be to hear the voice of travellers with disabilities and understand by both listening and observing what services they will require and how best they can be served. The continent needs to get employees at their airport to become much aware of the need for accessibility for all and to make them accessibility ambassadors.

Perhaps the culture of keeping physically and medically challenged persons along the road to beg will require a culture reorientation. Making those persons accessibility ambassadors will help reorientate everyone and open their eyes to see the many possibilities of persons with disabilities. Promoting the businesses of such individuals and giving them space at the airports for their handwork is also good for accessibility reorientation.

Another consideration should be that though digital assets are highly accessible, not everyone will feel comfortable interacting with them. For many passengers with a disability, especially older adults, they can be hesitant using new technology. Consider what accommodations an airport can put in place to ensure they also have a seamless and equitable experience.

It is advisable to think of best practices in accessibility as going above and beyond standard compliance. This should not always be with an eye on investing in new assets. Airports should consider using existing processes more effectively. Some airports are reported to monitor all their accessibility related assets and provide real-time information on their public website or app to alert travellers of any issues and offer alternative facilities.

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