Enhancing Digital Accessibility in Aviation: A Guide for Airports

What is digital accessibility in airports?

Until recently ‘Digital Accessibility’ was understood to refer specifically to the accessibility of a company’s website, mobile applications or digital documents. Efforts concentrated 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 (W3C).

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

Some examples of digital initiatives that many airports have introduced for passengers with disabilities include:

• 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

Legislation for digital accessibility

Many authorities 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.

On the other side of the Atlantic 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. Schiphol Aviation Solutions provides information on airports, detailing how enhancing infrastructure and services can accommodate changing passenger profiles.

Digital accessibility in airports for people with disabilities

In the United Kingdom (UK) many airports and airlines 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.

I asked forum members for their views on digital accessibility and they reinforced this broader concept of digital accessibility; stressing how important it is to ensure all digital assets are accessible as part of barrier-free air travel.

Mary Doyle (chair/co-chair and member of several UK access advisory groups in aviation, rail and public standards) summarized the feedback as follows:

“Digital accessibility in aviation means ensuring that all digital content and services related to air travel are accessible to everyone. This includes websites, mobile apps, self-service kiosks, in-flight entertainment systems, and any other digital interfaces used throughout the travel experience.”

Others noted that accessibility for all users should be considered whether they are a traveller, employee or airport visitor.

Digital accessibility is vital as it ensures that information critical to passengers, throughout their journey, is available in formats that meet the diverse needs of all users. Multiple formats must be considered as passengers may have a variety of requirements.

For instance, people with vision impairments will have accessibility requirements such as alternative text for images, high contrast options, and resizable text. Other passengers who have hearing impairments may require closed captions for videos and transcripts for audio content. Passengers with motor / dexterity impairments may require keyboard navigation, voice recognition or alternative input devices. In addition, ensuring all information and functions are as concise and clear as possible will assist all passengers including those with cognitive differences.

Best practice in digital accessibility in airports

It’s a given that local regulations and standards regarding accessibility must be followed. However, compliance should only be considered as the starting point not the final destination. Going the extra mile is best practice and will also future proof any accessibility related initiatives in this fast-moving area.

In this complex field, which involves various elements like software, hardware, and training, it is beneficial to consult with relevant specialists. Furthermore, a best practice for airports is to engage with people with lived experience of disability in the earliest stages of any initiative.

A great example of this is Winnipeg Airport Authority’s Accessibility Plan and progress reports which demonstrate how an airport can engage with specialists, disability advocacy groups, people with disabilities, and employees to enhance digital accessibility within wider accessibility policies.

A useful sense check for digital assets is to refer to the acronym POUR as used in the Web Content Accessibility Guidelines. Although this initially related to website functionality it can be applied to any digital asset as follows:

P – Perceivable – can users understand the equipment and all its information whatever senses they use to interact with the environment?

O – Operable – can the user access all functions whatever way they usually interact with equipment. For instance, are their options for interaction such as voice recognition, keystrokes, or a screen reader?

U – Understandable – can the user comprehend how to use the equipment. Is it simple to use and are its instructions also accessible and understandable?

R – Robust – can it stand the test of time as technology and assistive devices evolve and still remain accessible?

Other considerations for digital accessibility

Governance

An organization must ensure that all its accessibility features are compliant, relevant, maintained and up-to-date. To facilitate this the following should be considered:

• Documentation – Devise and disseminate a Digital Accessibility strategy, policy and / or plan to ensure accessibility continues even if there are organizational changes or loss of intellectual experience.
• Maintenance – Ensure processes are devised to check, repair, and track all accessibility features to ensure all personnel are aware of all the functions.
• Awareness – Technology in this area is fast moving with legislation and innovations regularly introduced. Consider how the organization can monitor and implement new regulations or innovations.
• Training – Even fully accessible equipment can be challenging for a user to operate if they are unfamiliar with it. Are staff available who are aware of how to operate any asset and how to communicate appropriate with a person with a disability?
• Engagement – Feedback from passengers with disabilities, advocacy groups, and accessibility forums (if in place) should be considered to facilitate enhancements.

Consistency across all services

Airport passengers throughout their journey have many touchpoints interacting with staff personnel and equipment, some of which are the responsibility of third parties. If operators at airports have different standards relating to equipment, communication, and training – this can generate frustration and barriers for the passengers with disabilities interacting with different services.

As a way to mitigate this potential issue, airports can require all third parties operating on their real estate to adhere to the airport’s accessibility policies and training.

Passenger excellence

As previously mentioned, best practices in accessibility involves going above and beyond standard compliance. This doesn’t always include investing in new assets, this can be achieved by using existing processes more effectively. Some airports 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.

For examples on how airports are improving accessibility including digital initiatives, the ACI World website lists member airports’ that provide Accessibility Use Cases.

A final word on digital accessible airports

Remember that even if 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 you can provide to ensure they also have a seamless and equitable experience.

Acknowledgements

I would like to thank the following people (and others who preferred not to be named) who have assisted me in writing this article: Mary Doyle, Richard Church, Christopher Wood, Sophie Grand