Business Bayani PH

The International Air Transport Association (IATA) recently released the findings of its 2023 Global Passenger Survey (GPS) shedding light on the accessibility of air travel for passengers with disabilities. The results of the survey indicate a significant level of satisfaction among those who utilized special assistance services. In fact, a remarkable 80% of travelers who availed these services reported that their expectations were met.

Conrad Clifford, deputy director general and corporate secretary at IATA, emphasized the commitment of IATA and its members to ensuring safe, reliable, and dignified travel for every passenger. 

He noted, “While we all have more work to do to support the needs of our passengers with disabilities, we believe this survey result demonstrates progress towards that commitment.”

The survey unveiled a growing trend in the demand for special assistance services, aligning with the experiences of airlines. As key air transport markets face aging populations, this demand is expected to continue rising. Meeting the needs of passengers with disabilities presents unique challenges, as different travelers may require varying levels of support. 

Linda Ristagno, IATA’s assistant director for external affairs, explained, “At present, a special assistance request is almost always met with wheelchair services. But the actual requirements of the traveler may be very different. The traveler may simply need help with wayfinding through crowded airports, or only have difficulty negotiating stairs, or may be totally mobile but visually impaired. We are working on ways to ensure that wheelchairs are available when needed as well as the right options for the diversity of traveler needs.”

One critical aspect highlighted by the survey is the need for clear and accessible information on airline websites. A significant 20% of travelers emphasized the importance of improved website accessibility for booking and reservations. Responding to this concern, IATA has issued guidance material to ensure that airline websites offer easy access to all essential information for travelers with disabilities. The guidance includes:

• Developing a user-friendly gateway to the dedicated accessibility area of airline websites
• Clarifying the criteria for assistance entitlement
• Emphasizing the importance of passengers requesting assistance early, preferably during the booking process

The focus is on providing a streamlined approach, allowing travelers with disabilities to access vital information with just one click from the homepage. The guidance also outlines best practices for creating clear and intuitive information pathways on airline websites, ensuring that passengers with disabilities or reduced mobility can directly access essential details about their air travel arrangements and passenger rights.

Ristagno stressed the significance of clear information for all travelers, particularly those with disabilities who require assistance in their travel arrangements. While airlines have made progress in providing guidance on their websites, there is room for improvement in making it easier for passengers to find specific information.

The IATA survey offers valuable insights into the state of accessibility for passengers with disabilities in the airline industry. With increasing demand for special assistance services and the aging population in key markets, it is crucial for airlines to adapt and enhance their services to cater to the diverse needs of these travelers. The commitment of the industry, as demonstrated by the survey results, is a step in the right direction towards ensuring inclusive and accessible air travel for all passengers. ◼