Transforming airport accessibility - the role of digital solutions in an expanding aviation industry

Despite efforts to improve accessibility, persistent gaps still exist as expressed by passengers like Helen Burness, who travels with her daughter, Marigold, a child with special needs.

Airports across the UK, while offering some accessible services, such as special assistance, dedicated sensory rooms and quiet areas, often deliver these more as a compliance formality rather than a genuine aid. Important challenges include unsympathetic staff interactions, inadequate facilities, and a physical infrastructure that does not accommodate all travellers. 

For example, last-minute flight changes and security procedures pose significant challenges for families with special needs, necessitating exhaustive pre-travel planning and still often resulting in a less than satisfactory airport experience.

Role of technology 

The potential for digital technology to transform airport accessibility is vast. Integrating digital tools can provide solutions that significantly improve the autonomy and comfort of passengers with disabilities. For instance, digital wayfinding solutions can guide passengers through complex airport layouts with ease, using real-time data to explore crowded spaces or find the nearest accessible facilities. Moreover, apps that consolidate flight details, facility maps, and accessibility features can empower passengers to manage their route independently.

Other industries, notably the entertainment sector exemplified by Disney, demonstrate how prioritising inclusivity can enhance user experience profoundly. Disney's approach to accessibility, from thoughtful ride design to comprehensive staff training, ensures all guests enjoy their visit without feeling marginalised. Airports could emulate such practices by investing in both digital tools and staff training to improve the inclusivity of their services. For the first time since 2020, the Annual Civil Aviation Authority reported no UK airport received a ‘poor’ rating, which with a greater demand for accessibility services, serves as a positive, though we recognise there is more work to be done.

Mobile applications 

The role of digital in improving airport accessibility extends beyond navigational aids. It includes developing comprehensive mobile applications that offer personalised travel guidance, from check-in through boarding, personalised specifically to the needs of travellers with disabilities. These applications could feature:

• Real-time updates on flight status, gate changes, and waiting times.
• Accessible communication tools, such as video chat options that connect passengers directly with airport assistance services.
• Feedback mechanisms that allow passengers to report issues in real-time, prompting immediate action.

Digital signage can also be improved to provide information in multiple formats suitable for all passengers, including those with visual or hearing impairments. Integrating augmented reality could offer an interactive layer of guidance, making complex environments more navigable.

Making accessibility a key part of planning 

For airports to truly embrace accessibility, a shift in mindset is required. This shift involves viewing accessibility not as an optional add-on but as an integral part of infrastructure planning and customer service strategy. Implementing a systemic change involves:

• Enhancing empathy and awareness among all airport staff through training programmes that focus on the varied needs of travellers with disabilities.
• Revising architectural designs to incorporate universal design principles that accommodate all users.
• Leveraging technology to bridge gaps in service delivery and improve the overall travel experience.

As airline travel increases, the demand for robust, scalable solutions to enhance airport accessibility will become even more pressing. By integrating thoughtful digital technologies and fostering an inclusive culture, airports can lead in creating environments that are truly welcoming for all travellers. This approach not only meets legal obligations but also sets a mindset shift and clear approach, considering standardising this in customer care, alongside promoting long-term loyalty and trust among all travellers.

Interested in finding out more? Speak to us today on 0114 279 7779 or contact our team to explore the next steps.