GENEVA – As the demand for special assistance grows, we need to find more tailored ways to address the needs of passengers with disabilities, said Linda Ristagno, IATA’s Assistant Director for External Affairs.
“Currently, a request for special assistance often results in the provision of wheelchair services. However, the actual needs of the traveler might differ. They might simply need help navigating crowded airports, have difficulty with stairs, or be completely mobile but visually impaired,” Ristagno elaborated.
“We’re exploring ways to ensure wheelchairs are available when necessary and to provide the right solutions for a diverse range of traveler needs,” she added.
The International Air Transport Association (IATA) released the results of its 2023 Global Passenger Survey (GPS) concerning the accessibility of air transport for passengers with disabilities. The findings show high satisfaction levels among passengers who utilized special assistance services.
About 80 percent of travelers who used special assistance services reported that their expectations were met.
“In 2019, the IATA Annual General Meeting passed a resolution reflecting our members’ dedication to ensuring every traveler can experience safe, reliable, and dignified travel. While we still have work to do to support our passengers with disabilities, we believe this survey indicates progress towards that commitment,” commented Conrad Clifford, IATA Deputy Director General and Corporate Secretary.
The survey also revealed that an increasing number of travelers are requesting assistance. With aging populations in many major air transport markets, this trend is expected to persist. Aviation, like many sectors, will face challenges in securing the necessary resources to serve this vital demographic.
Website accessibility emerged as an area needing enhancement in the survey. 20 percent of travelers emphasized the importance of improving website accessibility for bookings and reservations.
In response, IATA recently introduced guidelines to ensure airline websites offer easy access to essential information for travelers with disabilities. To guarantee equal access for all passengers, this includes:
- Creating a user-friendly portal to the dedicated accessibility section of airline websites,
- Defining the criteria for assistance eligibility, and
- Highlighting the importance of passengers requesting assistance early, ideally during the booking process.
The guidelines advocate a streamlined approach, allowing travelers with disabilities to access vital information with just one click from the homepage. They offer best practices for designing clear and intuitive information pathways on airline websites for passengers with disabilities or reduced mobility. This ensures direct access to crucial details about air travel arrangements and passenger rights.
“Transparent information is vital for anyone looking to travel. This is especially true for individuals with disabilities who need assistance and must meticulously plan their trips. While airlines have made significant progress in offering comprehensive guidance on their websites, there’s still room for improvement, especially in simplifying the search for specific information,” Ristagno said.