A growing need as air travel increases - enhancing accessibility in airports

With the aviation industry’s growth predicted to rise, the pressure on airports to improve accessibility for all passengers is mounting. While airports have made strides in accommodating passengers with disabilities or special needs, the reality is that significant gaps remain. 

These shortfalls have a direct impact on individuals and families, as demonstrated by the recent experiences of Helen Burness and her daughter Marigold, a child with special needs. Their route from the UK to Amsterdam paints a clear view of the challenges that remain in making air travel inclusive for all.

The gaps in accessibility, a personal story

The Burness family’s trip involved meticulous planning. They had to consider not just the basics of booking a flight but also whether airport facilities would meet Marigold’s needs. 

For many travellers, this might mean checking flight times and making sure they have the right documents. For families like the Burness’, it involves so much more. As Helen Burness put it, "We have to think through everything – will there be accessible toilets? What’s our strategy if Marigold can’t cope with security?" 

Despite planning and booking special assistance in advance, their experience at the airport was far from smooth. Staff at security, despite having some training, lacked the empathy and understanding needed to effectively assist a family with a child with learning disabilities. As Helen explained, "Security didn’t really get it. They had some training, but it wasn’t empathetic or sufficient enough." It’s a common issue where accessible services are more about compliance than genuinely addressing the needs of passengers.

Inadequate physical infrastructure also compounds the problem. While many airports boast accessible bathrooms, few cater to passengers with complex needs. Marigold required a facility with a hoist and changing table, something few airports provide. Helen’s comment, "Airports make money – they could afford to have one changing room facility," underscores the sentiment that airports can do more to meet the needs of all passengers. In fact, accessible facilities should be seen not as a luxury but as a necessity for a significant portion of the travelling public.

Small steps forward, but much further to go

Some airports are making progress. Heathrow and Gatwick have introduced services like sensory rooms and quiet areas, aimed at easing the route for passengers with disabilities. But as Helen’s experience shows, these services are often an afterthought and poorly implemented. 

Manchester Airport, one of the few with designated spaces for wheelchair users and quiet sensory areas, offers a glimpse of what could be, but even here, such features are rare. As Helen noted, "There are more designated areas for smokers than for disabled people."

The inconsistencies between airports suggest that a more standardised, empathetic approach is needed across the board. It’s not just about meeting regulations but about truly understanding and addressing the needs of passengers with disabilities. These travellers want the same thing everyone else does: a smooth, dignified route from check-in to arrival.

The role of technology in transforming accessibility

Digital technology offers a clear path forward in improving airport accessibility. With the right tools, airports can make the travel experience not only easier but more empowering for passengers with special needs. One example is digital wayfinding, which can guide travellers through airports with real-time data. Tools like these could help passengers navigate crowded spaces, find accessible bathrooms, or even alert them to less congested security lanes.

In Helen’s case, the ability to plan and predict each stage of the route would have reduced the stress of the trip. The evening before their flight, the Burness family used visual cues like social stories to prepare Marigold for the day ahead. If airports offered real-time information through mobile apps – like updates on gate changes, waiting times, and special assistance – it would enable families to plan with more confidence and reduce travel anxiety.

Lessons from other industries

The entertainment industry, particularly Disney, offers a shining example of how accessibility can be woven into the guest experience. At Euro Disney, inclusivity isn’t an afterthought – it’s at the core of their operations. As Helen observed, "They have it nailed." From staff training to thoughtful ride design, Disney’s approach is a model for how airports could better accommodate all passengers. Staff are trained to anticipate needs and address issues before they arise, ensuring a smooth experience for all visitors, regardless of their specific challenges.

Airports could follow suit by investing more in training their staff to offer empathetic and proactive assistance. This would help reduce the anxiety families like the Burness’ experience when interacting with poorly trained security or assistance personnel. As Helen pointed out, "When we went to see The Lion King, we felt so supported and confident. In other theatres, it’s been horrendous." This comparison highlights the inconsistency in service standards that airports must address.

Changing the culture of accessibility in airports

Improving airport accessibility isn’t just about adding ramps or widening corridors. It requires a shift in mindset, where inclusivity is part of the airport’s DNA rather than a box-ticking exercise. Airports must see accessibility not as a legal obligation but as a core component of customer service. 

This cultural change must start with airport design. Incorporating universal design principles from the ground up ensures that all travellers, regardless of their abilities, can explore the airport with ease. Digital signage, for example, could offer information in multiple formats – visual, auditory, and tactile – so that passengers with varying needs can easily access crucial information. The possibilities for digital transformation are vast and largely untapped.

Building a future for inclusive air travel

As the aviation industry grows, so does the urgency to ensure that airports can accommodate all passengers, not just the able-bodied. By investing in digital tools, infrastructure, and staff training, airports can create environments that are truly inclusive. It’s a move that benefits everyone, fostering loyalty and trust among travellers.

Helen’s experience, while deeply personal, reflects a broader issue in the aviation industry. As she said, "I just want change. I’m a very privileged person, but I’m feeling it. God knows how the more vulnerable are feeling." Her words are a reminder that accessible air travel isn’t just about meeting standards – it’s about offering dignity, ease, and respect to every traveller.

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