Air Travel: 80% of Passengers with Disabilities are Satisfied with Special Assistance Services

Photo source: IATA

The International Air Transport Association (IATA) on Thursday said progress has been made towards the aviation industry’s commitment to passengers with disabilities.

According to IATA’s 2023 Global Passenger Survey related to accessibility of air transport to passengers with disabilities, significant satisfaction levels were noted among passengers who used special assistance services.

The survey found that 80 percent of travelers using special assistance services said that their expectations were met.

“In 2019, the IATA Annual General Meeting adopted a resolution reflecting our members’ commitment to ensure that every traveler has access to safe, reliable and dignified travel,” said IATA Deputy Director General and Corporate Secretary Conrad Clifford.

Clifford added that “more work” still has to be done to support the needs of passengers with disabilities.

“We believe this survey result demonstrates progress towards that commitment,” he said.

Photo source: IATA

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

IATA Assistant Director for External Affairs Linda Ristagno said that as demand for special assistance grows, more tailored ways to meet the needs of travelers with special needs must be found.

According to Ristagno, at present, a “special assistance request” is almost always met with wheelchair services.

“But the actual requirement of the traveler may be very different,” she said, adding that a 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,” said Ristagno.

Critical need for clear information

Photo source: IATA

IATA’s survey also highlighted website accessibility as an area for improvement. Twenty percent of travelers highlighted that improved website accessibility for booking and reservations should be a priority.

Recognizing this, IATA recently issued guidance material on ensuring airline websites provide easy access to all necessary information for travelers with disabilities. With the aim to ensure equal access for all passengers, this includes:

• developing a user-friendly gateway to the dedicated accessibility area of airlines’ websites,
• clarifying the criteria for assistance entitlement, and
• emphasizing the importance of passengers requesting assistance early, preferably during the booking process.

“While airlines have made strides in providing extensive guidance on their websites, there remains room for improvement, particularly in easing the search for specific information,” said Ristagno.