A report by the International Air Transport Association’s (IATA) on accessibility of air transport for passengers with disabilities shows one in five sere disappointed with the level of service.
Recent IATA guidance to member airline stressed:
- developing a user-friendly gateway to the dedicated accessibility area of airlines’ websites,
- clarifying the criteria for assistance entitlement, and
- emphasising the importance of passengers requesting assistance early, preferably during the booking process.
In IATA’s 2023 Global Passenger Survey, 80pc of travellers who used special assistance services reported that their expectations were met, indicating a significant level of satisfaction.
The report said there has been progress in meeting the needs of passengers with disabilities in air travel but there are still areas for improvement, particularly in terms of tailoring services and providing clear and accessible information on airline websites.
Linda Ristagno, IATA’s Assistant Director for External Affairs, said “as the aging population increases in key air transport markets, the demand for special assistance is expected to grow, posing challenges for the aviation industry in providing resources to cater to this demographic.”
““Clear information is crucial for anybody who wishes to travel. This is particularly relevant for persons with disabilities who require assistance and must carefully prepare their travel arrangements.”
She said IATA is working towards finding more tailored ways to meet the diverse needs of travellers with disabilities. Currently, special assistance requests often result in wheelchair services, but there is a need to provide the right options for different requirements such as wayfinding, navigating stairs, or visual impairment.
The survey also highlighted the need for improved website accessibility for booking and reservations. Twenty percent of travellers emphasised the priority of enhancing website accessibility.
The survey also highlighted website accessibility as an area for improvement. Twenty percent of travellers highlighted that improved website accessibility for booking and reservations should be a priority.
