InterVISTAS Consulting is a firm with global expertise in aviation, economics, and tourism. Since 1997, our team has completed work in over 80 countries with over 500 clients globally.
Through our Accessibility Practice, InterVISTAS plays a key role in developing an accessible aviation system for people with disabilities. We have worked with airlines, airports, associations, and government agencies around the world to enhance the accessibility of air travel.
In recent years, this objective has increasingly become a key priority for the industry, including some of the great work led by IATA on mobility aids and, more recently, service dogs. Despite industry efforts, though, people with disabilities continue to face barriers during air travel. Many aviation stakeholders recognize the need to evolve products and services beyond minimum requirements as regulatory compliance alone does not always lead to barrier-free experiences.
Conducting deep research on processes, procedures, services, or facilities is one way that airlines are bridging the gap between compliance and accessible outcomes for passengers. Research proves fundamentally important to understand the barriers that passengers encounter throughout their air travel journey and gaps in accessibility that exist within the aviation ecosystem. In our work, we have found that the experiences and perspectives of airline employees who interact with passengers helps paint a more complete picture of accessibility successes, challenges, and barriers.
A recent InterVISTAS project with a major international airline illustrates this approach. This involved a series of focus groups across five major bases, which included in-flight crew members, trainers and management teams. The participants shared firsthand experiences supporting passengers with diverse accessibility needs. The discussions revealed recurring themes, such as limited visibility into passenger requirements prior to boarding, variability in how information is communicated across teams, and the need for more practical, scenario-based in-person training. Crew members also highlighted the importance of having the flexibility and tools to respond effectively in dynamic situations.
These insights informed the development of a detailed roadmap aimed at strengthening accessibility delivery in-cabin. Recommendations included enhancing training programs to better reflect real-world scenarios, such as how to assist passengers with non-apparent disabilities. We also looked at how to improve access to timely and relevant passenger information, such as the Special Service Request (SSR) list during crew briefings and explored the use of onboard technology to support decision making. The initiative also emphasized the importance of aligning processes across different parts of the travel journey, recognizing that truly accessible and dignified travel experiences depend on coordination between airport, airline and ground service partners. This also includes mapping the systems and information lines between different components of the airline ecosystem, from pre-booking assistance to cabin seat selection.
This type of internal engagement complements existing passenger-focused efforts by grounding accessibility strategies in operational experience. It shifts the focus from compliance alone to the consistency and quality of service delivery, where empowered employees play a central role. By equipping front-line teams with the right tools, training, and autonomy, organizations can better support both employees and passengers in navigating complex situations.
Embedding empathy and practical problem-solving into accessibility initiatives offers a meaningful path forward, strengthening the reliability, responsiveness, and inclusivity of air travel.
Authors: Sarah Cox, Manager, InterVISTAS & Sonya Sula, Senior Analyst, InterVISTAS
*Find out more about InterVISTAS Consulting's engagement in the IATA's Strategic Partnerships Program on the partners directory.
