Airlines committed to passengers with disabilities

29-10-23

The results of the latest International Air Transport Association (IATA) Global Passenger Survey (GPS) related to the accessibility of air travel for passengers with disabilities showed significant levels of satisfaction among airline passengers who used special assistance services, with 80% of travelers who used special assistance services saying their expectations were met.

"In 2019, IATA at its Annual General Meeting adopted a resolution that reflects our members' commitment to ensuring that all travelers have access to safe, reliable and dignified travel. While we all have more work to do to meet the needs of our passengers with disabilities, we believe the result of this survey demonstrates progress toward that commitment," said Conrad Clifford, IATA deputy director general and corporate secretary.

The survey also aligned with airlines' experience that more travelers than ever are requesting assistance. With the aging population in many key air transport markets, this trend is likely to continue and aviation, like many other industries, will struggle to find the resources to cater to this important demographic.

"As the demand for special assistance grows, we will need to find more customized ways to meet the needs of travelers with special needs. Currently, a request for special assistance is almost always met with wheelchair services. But the actual needs of the traveler may be very different. The traveler may simply need help finding his or her way around crowded airports, or may just have difficulty climbing stairs, or may be fully mobile but visually impaired. We are working to ensure that wheelchairs are available when needed, as well as the right options for the diversity of travelers' needs," said Linda Ristagno, IATA's deputy director of External Affairs.

The survey also highlighted website accessibility as an area for improvement, with 20% of users indicating that the accessibility of online booking portals should be a priority.

As a result, IATA published guidance material to ensure that airline websites provide easy access to all necessary information for travelers with disabilities.