A traveller arrives at the airport terminal, their heart racing and their mind spinning, overwhelmed – not from pre-flight jitters, but from the uncertainty of navigating the airport independently. This scenario plays out thousands of times daily across airports worldwide. It affects not only people with visible disabilities, but also those with invisible disabilities, older adults, parents with young children, and many others.
The question is: How are airports responding to this challenge?
“Don’t be the reason someone feels insecure. Be the reason someone feels seen, heard, and supported.” Cleo Wade, American artist, poet, activist, and author.
The conversation around airport accessibility has evolved dramatically. While compliance with regulations remains important, airports are increasingly recognizing that true accessibility goes beyond checkboxes. As more people travel and the focus on special needs in mobility and transport intensifies, considered accessibility instils confidence in travel for individuals who may have historically avoided it. This inclusive approach brings together communities, builds pride in an airport’s culture and, amongst other benefits, positively impacts the airport’s bottom line.
An airport might proudly declare itself accessible and inclusive but in today’s rapidly evolving landscape, what does that truly mean? And is that enough? Let’s explore eight transformative questions that will reshape how you think about airport accessibility.
What is the REAL motivation?
Airport accessibility and inclusion programs can be driven by various factors, such as regulatory compliance, an ‘airport first’ headline, or a deep, systemic commitment embedded into the airport’s very foundation. The difference isn’t subtle.
While some airports treat accessibility and inclusivity as isolated projects, leading airports understand that it’s about creating a fundamental shift in perspective. When teams have a clear, shared purpose, accessibility becomes an integral part of airport’s culture. Every team member naturally becomes an advocate for barrier-free travel, ensuring every journey is predictable, equitable, and dignified.
Is the airport listening to the right voices?
Here’s an uncomfortable truth: Many businesses, including airports, design “accessible” solutions without ever consulting those they are meant to serve.
Leading airports have unlocked a powerful secret: the most effective solutions come from collaboration and co-creation with people with lived experience and employees who offer the industry expertise.
Consultation eliminates assumption which can lead to costly mistakes.
By establishing formal experience committees and conducting regular rehearsals with individuals who have diverse disabilities and employees, these airports are not only avoiding costly mistakes — they’re showing respect for customers and creating inclusive spaces that truly work for everyone, including those without disabilities.
Download your copy of Airports and Accessible Travel: A Practical Guide
Enhance airport accessibility todayWhen does accessibility and inclusion enter the planning process?
The most innovative airports understand that excellence in accessibility and inclusion starts at the drawing board. Retrofitting accessibility or inclusion features can be expensive or, in some cases, impossible. Early integration, however, leads to spaces that naturally accommodate diverse needs by design.
This proactive approach not only ensures that investments are well-informed but also creates an environment where thoughtful inclusions send a powerful message: everyone’s needs are valued, and no one is overlooked.
Send a powerful message: everyone’s needs are valued, and no one is overlooked.
Is accessibility and inclusion how things are done?
Exceptional airports understand that accessibility and inclusion aren’t confined to a single department – they’re woven into every interaction, from the first pre-travel touchpoint to the final departure and the arrival at the destination.
When a traveller with an invisible disability encounters an airport employee who immediately recognizes and responds to their needs, the relief is immeasurable. Whether it is a simple journey to the gate or an evacuation plan that ensures no one —regardless of their needs—is left behind, that is true inclusivity.
When your entire team embraces this mindset, they become empowered to deliver consistently outstanding service that anticipates and meets diverse needs. This creates a sense of pride in the airport, making it a place people enjoy working at. It also builds airport culture and clarifies everyone’s participation in providing an accessible and inclusive experience.
On the left side, the text reads: “Limited accessibility and inclusion practices.”
In the center, inside the bridge, the text reads: “Implement comprehensive accessibility strategies and collaboration.”
On the right side, the text reads: “A fully inclusive airport experience.”
Arrows indicate movement from the left (limited accessibility) through the bridge (implementation of strategies) to the right (full inclusivity).
Being accountable: How to track success?
Accountability isn’t just about ticking boxes; it’s about driving meaningful change through continuous evaluation and improvement. Targets or feedback help identify areas for improvement, ensuring that travellers experience exactly what they expect—or more!
Forward-thinking airports are setting ambitious accessibility goals and openly sharing their journey. This transparency not only drives ongoing improvement but also builds trust with travellers, enabling them to make informed decisions about their journey.
Consider the power of measuring not just compliance, but the real impact on traveller experiences—for example, how dignified the experience was and how responsive and knowledgeable employees were.
Why stop there? Questions that could be asked are: What expectations do you have for others? How do you engage suppliers in your accessibility goals through your procurement processes? Have you set clear expectations and metrics regarding their practices, such as co-creation with people with lived experience?
Revenue generating over cost centre thinking
The goal of Universal Design is to maximize usability for a diverse range of needs. Adopting this practice reduces reliance on assistance services, streamlines operations, and enhances satisfaction with the experience. It’s about creating efficient, user-friendly spaces that benefit everyone. Accessibility isn’t a cost; it’s an investment in better outcomes for all.
Consider how self-service kiosks with adjustable heights and support for assistive technologies reduce queues, or how clear wayfinding improves the experience for all visitors while increasing dwell times. The business case is clear: accessible design drives operational efficiency and opens your airport to a broader market. It’s not a cost centre – it’s a revenue generator.
How to solve the problems of tomorrow?
Travellers are already expecting more than ramps and family rooms accessible to all genders for accessibility and inclusion. They expect airports to offer services they see elsewhere in their daily lives. This includes personalized assistance through virtual guides, seamless wayfinding through augmented reality, culturally sensitive prayer rooms, all-gender facilities, and smart technologies that adapt to people’s needs.
Emerging technologies, combined with aging populations and evolving societal expectations are shaping a new era of inclusivity. Airport teams should focus on exploring emerging technologies with partners and disability advocates to pilot innovative solutions. The airports that lead in accessibility and inclusion innovation today will set the standard for tomorrow.
What is the airport`s legacy?
Personal accountability and leadership set the tone for broader cultural shifts. If there is a process that marginalizes certain groups, airport teams should bring attention to it and advocate for change.
Accessibility and inclusion start with individual commitment and collective action. Each individual in the airport ecosystem has the power to influence change and ensure that inclusivity is prioritized. Small acts—like reporting an inaccessible kiosk, advocating for private nursing rooms, addressing misuse of pronouns, or pushing for better outcomes on large projects—can create ripples of change.
Decisions today shape thousands of journeys tomorrow. What story will the airport’s leadership tell?
At the top, the title reads: “Accessible and Inclusive Mindsets Deliver.”
The illustration shows five hanging spheres, each symbolizing a different outcome of accessibility and inclusivity.
A separate sphere on the left is being pulled back, indicating the start of momentum.
Each sphere in the cradle has an icon and a label beneath it:Accountability (Green) – Continuous evaluation and improvement.
Trust Building (Blue) – Enhances traveler confidence and decisions.
Operational Efficiency (Light Blue) – Streamlines processes and reduces queues.
Inclusive Innovation (Purple) – Encourages diverse solutions and technologies.
Drives Value (Orange) – Expands reach and broadens customer base.
The visual metaphor suggests that initiating accessibility and inclusivity efforts sets a chain reaction in motion, leading to positive impacts in these areas.
Taking action
We are all stewards of the airport experience. It’s up to all of us to ensure that accessibility and inclusion aren’t just initiatives, or, worse still, mere items on the annual report, but rather guiding principles.
Accessible travel is about creating an inclusive, respectful, and dignified experience for everyone. The ultimate goal is for everyone to feel safe, heard, and valued when they travel.
Airports hare more than just transit points–they can all be a beacon of inclusion where every traveller feels valued, respected, and empowered. The journey to exceptional accessibility begins with a single step.
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