Airports for All: How Accessibility Drives Revenue Growth

Air travel is more than a way to get from point A to point B—it’s a gateway to opportunity, freedom, and connection. For millions of travelers with disabilities, however, airports and airlines can still pose significant barriers. From inaccessible boarding processes to limited facilities, the experience often falls short of being truly inclusive.

But here’s the surprising truth: accessibility isn’t just a moral or legal obligation—it’s a business opportunity. When airports and airlines invest in inclusive design, they not only open the skies to more passengers, but they also unlock substantial economic benefits.

According to the World Health Organization, over 1.3 billion people—about 16% of the global population—live with some form of disability. In the U.S. alone, travelers with disabilities spend an estimated $58 billion annually on travel and tourism.

That number grows when you factor in families, caregivers, and companions. A single accessibility-friendly decision doesn’t just win one traveler—it can attract an entire group.

In other words, accessibility isn’t niche—it’s a massive, underserved market.

Providing truly accessible environments are not possible to deliver overnight. They require fine-tuning over a long period of time and investment. But the rewards reaped back to airlines are massive. Below, we have listed just some of the benefits accessible infrastructure can provide for airline management;

Increased Passenger Volume
Accessible infrastructure means more people can and will fly. Simple improvements—like step-free boarding, clear signage, and sensory-friendly spaces—expand the potential customer base.

Boosted Loyalty and Reputation

Travelers remember the airports and airlines that treat them with dignity and ease. Accessibility builds trust, translating into repeat bookings and long-term loyalty.

Reduced Costs in the Long Run
While accessibility upgrades may seem costly upfront, they often lower operational expenses over time. For example, well-designed boarding systems reduce the need for extra staff assistance and minimize liability risks from injury claims.

Attracting Partnerships and Investment
Airports and airlines with strong accessibility standards are more appealing to governments, corporate partners, and international organizations seeking to align with ESG (Environmental, Social, Governance) goals.

Many airports upgrade facilities only to meet compliance with ADA or international regulations. But going beyond the minimum isn’t just about ethics—it’s about standing out.

Imagine two airports in the same region: one offers standard services, while the other has accessible restrooms, quiet lounges for neurodiverse travelers, staff trained in disability awareness, and streamlined boarding for wheelchair users. Which one will families, tour groups, and international visitors choose?

Accessibility can become a differentiator—a reason people pick one hub over another.

Several airports around the world are far ahead of the curve in this regard; including Heathrow Airport, who Invested heavily in accessible assistance services, becoming a leader in passenger satisfaction scores for travelers with disabilities. While Changi Airport in Singapore features tactile walkways, barrier-free access, and inclusive signage, reinforcing its global reputation for excellence. Additionally, Air Canada offers accessibility-trained staff and specialized seating accommodations, showing how airlines can share in the benefits too.

These success stories highlight that accessibility and profitability go hand in hand.

There are, however, many airports that are not up to this standard, and just as many airlines that still fall behind in the quality of their accessibility policies. We have heard horror stories that include everything from disabled customers missing flights due to certain airlines not allowing dialysis machines onboard; despite warning medical departments ahead of time, to a quadriplegic woman left on a plane at Gatwick Airport for over 90 minutes after landing, because staff were busy elsewhere. 

Horror stories like these demonstrate that airlines still overlook the needs of its disabled passengers, and by proxy, perpetuate an ongoing myth about disabled people, that we are immobile, or don’t have the necessary expendable income to be able to travel internationally.

And it’s not just holiday goers. In our increasingly globalised world, emigrated disabled individuals will travel overseas so they can physically reconnect with their families, not to mention the demographic of working disabled people; who range from business owners, to creatives, to tech workers.

Its not just airport infrastructure and customer service that need (and would benefit massively) from an increased awareness of its disabled passengers, it’s the process of booking itself. Many airline aps in the wake of A.I rely on chatbots, many of which are unreliable and cause distress among anxious and neurodivergent passengers, as well as physically disabled people who require additional planning and extra time to navigate the check-in, security, and boarding processes. The ever-increasing lack of human involvement, which disabled people rely on for international travel, risks airlines losing disabled passengers and their families and friends all together, potentially damaging reputations.

Many airports to this day still do not provide accessibility awareness training to its staff, a key skill that has the potential to make the various processes involved in air travel more seamless for everyone. Many disabled people of all walks of life have reported being insulted, segregated and even physically restrained to chairs in some cases.

It should go without saying that you shouldn’t need to become an expert in airline regulations in order to go on holiday, or to research which airlines are the most inclusive and empathetic to the experience of disabled passengers.

Airports and airlines often think of accessibility as a regulatory checkbox. But the reality is far more exciting: inclusive air travel drives revenue, builds loyalty, and strengthens brand reputation. Proactive accessibility not only betters the experience of passengers (both disabled and non-disabled) but prevent costly lawsuits and potential compliance issues, as failing to provide it can be seen as discrimination. 

By making the skies open to everyone, the aviation industry not only fulfills a social responsibility but also fuels its own growth. Because when accessibility takes flight, so does profitability.