Iñigo Valenzuela, founder and chief executive of Smartvel, says airlines are uniquely placed to address accessibility issues that are faced by a growing number of travellers as the global population ages

For travellers with disabilities, every flight starts long before arrival at the airport. It begins with uncertainty: Will I get the support I requested?

Will my wheelchair be handled properly? Will staff understand my needs at each stage of the journey? Who is responsible for each step of the journey?

A new survey commissioned by Smartvel makes one thing clear: while accessible infrastructure at airports is key, it is airlines that sit at the centre of the travel experience — and they have the greatest power to make or break the journey for travellers with disabilities.

Accessibility begins with the airline — not the airport

The survey reveals that the preferred channel for requesting assistance is the airline’s website.

Travellers turn to airlines first, expecting accurate information, clear instructions, and reassurance, and they would love to know everything in one search.

Yet, too often, this information is fragmented, inconsistent, or overly generic.

• Security checks remain a stressful and unpredictable part of the journey.
• Passengers struggle to find accessibility information before travelling.
• Travellers worry whether the airport infrastructure will be adapted to their needs.

While airports control physical infrastructure, airlines are the primary interface with passengers. This is where confidence is either built, or eroded.

When information about accessibility is incomplete or unclear, passengers are left guessing at critical moments.

From uncertainty to clarity: the role of the airline

For passengers with reduced mobility (PRM), including those who use manual or electric wheelchairs and other mobility aids, the journey is shaped by how well the airline communicates and coordinates.

That means ensuring passengers know in advance:

• What assistance is available at every moment, and how to book it.
• Where and when to meet assistance teams at departure and arrival airports.
• How their mobility equipment will be handled, including electric wheelchair battery protocols and check-in procedures.
• What to expect at security and boarding, including priority lanes, personal screenings, equipment handling, and seat transfers procedures.
• Aircraft-specific accessibility information, such as aisle chair availability, onboard restrooms, and seating options.

A seamless, step-by-step communication journey can transform anxiety into confidence.

Airlines have the unique ability to own this communication layer, bridging gaps that airports alone can’t solve.

Security and boarding: critical airline touchpoints

One of the strongest findings is that security and boarding represent the highest-friction moments of the journey.

Passengers reported:

• Inconsistent procedures from airport to airport.
• Lack of technical training among staff handling mobility aids and performing safe seat transfers.
• Airline and airport teams not always aligned on protocols.
• Moments where dignity was compromised, such as staff speaking to companions instead of the passenger.

This isn’t just a customer service failure — it’s a brand experience failure, and a ESG problem.

Airlines have an opportunity to set clear expectations, align with local ground handling partners, and ensure their procedures protect both dignity and safety.

The elephant in the room

While most people are genuinely in need of the support offered by airlines and airports, we are also aware that sadly some people do abuse the system, which means that support is not always prioritised for travellers that really need it.

There is not a clear line here.  In some cases a specific certificate is asked for, in others it’s not required. It’s difficult to find the right solution when accessibility procedures are not the same at airports and airlines around the world.

Training: the invisible gap airlines can close

A recurring theme is staff training deficiencies. Travellers consistently highlighted how a lack of empathy and technical skills compounds stress at key moments like security screening, check-in, boarding, and seat transfers.

For airlines, this represents a clear opportunity. By investing in accessibility training for both frontline and ground handling teams — whether managed internally or by third parties — they can ensure consistent, respectful treatment of passengers with disabilities wherever they fly.

Empathy, technical competence, and clear communication should be standard practice, not special treatment.

Creating an accessibility solution that works for all

We need an accessibility solution (content matrix) that centralises and personalises information from airlines and airports, guiding PRM travellers through each stage of the journey.

Real progress starts with bringing structure and intelligence to the information that already exists — across airlines, airports, and international regulatory frameworks.

Today, guidance is scattered, inconsistent, and often difficult to interpret. The goal is to consolidate this landscape into something coherent and actionable.

What’s needed is an approach that brings all of this together: operational procedures, public policies, and global standards — combined with the lived experience of end users and the expertise of accessibility associations.

By unifying factual, operational knowledge with insights from travellers who rely on mobility aids, the industry can build solutions that are both technically accurate and truly user-centred.

The output should be a smart content matrix structured by journey stage and location (airport, airline, terminal), aligned with IATA SSR (Special Service Request) codes (WCHR, WCHS, WCHC), and translated into clear, user-friendly language.

The result will be an evolving system that gives travellers with disabilities the clarity, confidence, and respect they deserve.

Accessibility is not a niche — it’s a must have of responsible air travel

As some airlines have said, this is a matter of respect and being socially responsible. It is a clear “must have” for any company that wants to be a reference in equality treatment.

An aging global population and growing awareness of disability rights, accessibility is no longer optional — it’s a strategic imperative. Airlines are uniquely positioned to lead this change.

Airlines control the booking interface, the communication journey, and the passenger relationship.

By owning accessibility, they can set themselves apart, build loyalty, and demonstrate leadership where it matters most: inclusion, dignity, and trust.

The path forward is clear:

• Make accessibility information central to the customer journey.
• Invest in staff training and coordination with airport partners.
• Design solutions with travellers, not for them.

A call to the industry

Accessibility isn’t just a compliance checkbox – it’s a human right and a strategic imperative. Airlines have a unique opportunity to lead with empathy and innovation.

By integrating clear accessibility information, prioritising staff training, and involving users in product design, they can turn one of the most stressful journeys into one of the smoothest.

What’s needed now is industry-wide commitment to close the accessibility gap not in the future, but today.