In the digital age, the first step of a trip no longer occurs at the airport, but on the airline’s website or mobile app. Booking a flight, checking in, selecting a seat or downloading a boarding pass – it all starts in the digital environment. Therefore, digital accessibility in airlines is no longer an option, but rather an urgent need, driven by European regulations, fundamental rights and growing market demands.
Why do airlines have to be accessible?
Accessibility is not just a legal duty or an ethical issue. For airlines, offering accessible digital services means opening the market to millions of people with disabilities or reduced mobility (PRM), and improving the experience for all passengers.
An app that allows navigation with a screen reader or a website that can be operated with a keyboard is not only for people with visual or motor disabilities. They also improve usability for older adults, people in temporary situations (such as an injured arm), or even frequent travelers who want faster, more fluid interaction.
What regulations regulate digital accessibility in airlines?
Airlines operating in the European Union must comply with several key regulations:
- Regulation (EC) No. 1107/2006: Protects the rights of people with disabilities or reduced mobility in air transport.
- Directive (EU) 2019/882 — Also known as the European Accessibility Act: Requires that certain digital services, such as mobile apps or interactive kiosks, be accessible.
- EN 301 549: Technical specification that defines how ICT products and services must be designed to comply with the previous directive.
- WCAG 2.1 (Level AA): International criteria to guarantee web and app accessibility.
What is the deadline to comply with these demands?
Directive (EU) 2019/882 establishes June 28, 2025 as the deadline for digital products and services to be accessible in the private sector. This includes airlines, which must have adapted their digital platforms (websites, apps, kiosks) before that date.
What digital services should be accessible?
A passenger’s entire digital experience must be comprehensively accessible:
- Flight booking websites: must allow mouse-free navigation, reading with assistive technologies, adequate contrast, understandable forms, etc.
- Mobile apps: must comply with WCAG 2.1, including correct labeling, support for screen readers, alternative gestures, etc.
- Self-service kiosks in airports: must have accessible touch screens, audio interfaces, adjustable height and compatibility with assistive technology.
Real impact
- Case 1: A business traveler with a mobility disability can check-in, select his seat and obtain his boarding pass from his mobile phone without asking for help. This is not only autonomy, it is efficiency.
- Case 2: A visually impaired passenger cannot complete the purchase because the “Pay” button is not accessible via her keyboard. Result: frustration, loss of sale and possible claim.
Accessibility is not just theory: it is the difference between flying or staying on the ground.
How can airlines improve their accessibility?
These are the recommended practical steps:
- Integrate accessibility from the design (UX/UI): It is not a later patch, it must be at the root of the development.
- Follow WCAG 2.1 and the EN 301 549 standard: With auditors or digital accessibility specialists.
- Test with real users: Include people with different disabilities in usability tests.
- Audit self-service systems: Kiosk and machine providers must ensure regulatory compliance.
- Train internal teams: From developers to customer service.
Conclusion
The passenger’s journey begins with a click. To be truly inclusive, digital accessibility in airlines must be ensured from start to finish. Once the mandatory date has passed (June 28, 2025), acting is not only a legal obligation, but a commitment to quality, reputation and innovation.
Is your airline ready for inclusive takeoff?
