Accessibility: The Missing Link in Peak Air Travel Planning
As airports and airlines prepare for record-breaking travel volumes, operational resilience and customer satisfaction are under more scrutiny than ever. But there’s one area still being underestimated as a key driver of both: accessibility.
Our latest research shows that improving accessibility isn’t just a compliance requirement – it’s a strategic lever to reduce delays, improve passenger flow, and win customer loyalty in an increasingly competitive market.
And with air travel set to double by 2042, building accessible journeys isn’t a seasonal concern: it’s core to future-proofing your operations and customer satisfaction
2,000 UK Air Travel Passengers Told Us This
In our latest white paper, Going the Extra Mile: How the Aviation Industry Can Advance Support for the Disabled Community, we surveyed 2,000 Disabled passengers across the UK to understand their air travel experiences and where airports and airlines are falling short.
The findings highlight clear opportunities to close accessibility gaps that, if left unaddressed, can increase delays, reduce passenger satisfaction, and harm long-term loyalty.
Key Findings – Aviation Has An Accessibility Gap
Our research uncovers critical barriers encountered by Disabled passengers – barriers that impact both their air travel experience and loyalty. We know these issues become even more pressing during peak travel, when operational pressures intensify.
- Nearly 1 in 5 mobility aid users find it difficult to arrange airport assistance.
- 73% of Disabled passengers find airport amenities inaccessible.
- 48% wait over 30 minutes to disembark, with long delays impacting their journey and your brand reputation.
- 10% say airline staff lack proper training to assist passengers; this rises to 15% for mobility aid users.
- 79% report past accessibility experiences directly influence their future booking decisions with airports and airlines.
Why Closing the Accessibility Gap Matters
Beyond compliance, improving accessibility is essential for smooth operations and maintaining a strong brand reputation – especially during peak travel periods.
When accessibility barriers cause delays or frustrations, it can ripple through your entire operation, increasing passenger dissatisfaction and operational inefficiencies:
- Long wait times for assistance can delay boarding and disembarking, impacting flight schedules and on-time performance.
- Poorly trained staff, combined with limited accessibility information from SSR codes, can create negative passenger experiences, costly disruptions and reputational risk.
- Inaccessible experiences mean your customers choose your competitors next time, reducing repeat business and referrals.
By prioritising accessibility, your airport or airline can:
- Enhance operational efficiency all year round, including at high-demand periods.
- Cement your reputation as an inclusive, customer-focused organisation.
- Reduce costly delays, increase revenue streams, and improve overall passenger flow.
- Stand out in a competitive market increasingly focused on inclusive travel.
- Unlock the global spending power of Disabled people and their families (Purple Pound), estimated at an enormous $18 trillion dollars worldwide.
Soar to New Heights with Transreport
At Transreport, we empower airports and airlines to bridge the accessibility gap through our PA technology for businesses and consumers – which streamlines communication with your customers.
Our platform delivers:
- Real-time accessibility information that goes beyond SSR codes – dynamic updates on passenger access needs are shared across terminals, lounges, and flights, helping teams deliver seamless, confident service at every touchpoint.
- Simplified assistance booking that reduces wait times and ensures support is ready when needed.
- Staff training insights powered by data to improve service quality and responsiveness.
- Inclusive journey mapping that highlights barriers and opportunities for continuous improvement.
By integrating PA into your operations, you can enhance passenger satisfaction, streamline processes, and boost loyalty – all while future-proofing your business as air travel grows.
Discover how Transreport can help your airport or airline deliver exceptional, inclusive travel experiences that increase positive reviews, reduce complaints, and cultivate long-term customer loyalty.
Download our full white paper.
Book a demo today.
