A new university study has highlighted the layered barriers disabled passengers continue to face when travelling by air.
As millions of Europeans prepare for summer holidays, the research sheds light on a reality that often goes unnoticed.
With nearly one in four adults in the EU living with a disability, representing around 90 million people, making air travel accessible is both a mainstream necessity and an increasing priority for the aviation industry.
Despite existing regulations and standards, the study found that flying can still be a stressful and sometimes undignified experience for disabled passengers, with barriers persisting at every stage of the journey.
Published in Research in Transportation Business & Management, the study includes passengers with a wide range of disabilities, including wheelchair users, people with visual or hearing impairments, and those with hidden conditions such as autism or anxiety.
Researchers examined each touchpoint of the passenger journey, from online booking to baggage claim, with the aim of better understanding the current situation and identifying ways to support improvement.
With passenger numbers expected to grow over the coming decade, the industry risks scaling a system that excludes a substantial share of the population unless accessibility is addressed more systematically.
To support change, BUas is working with European university partners on INCLAVI, an EU Erasmus+-funded project focused on developing the education and knowledge needed to make air travel more inclusive.
The researchers introduced two concepts: the cumulative effect of barriers and standardised flexibility.
While physical barriers remain widespread, the study highlights the cumulative effect of barriers as a particular issue.
A missing detail during booking, staff failing to pass on disability-related information at check-in, or a wheelchair damaged in the hold may not be catastrophic in isolation. Together, however, these incidents can form a pattern that exhausts passengers and erodes their dignity and trust in the aviation system.
Simone Moretti, senior researcher in Tourism Impacts on Society at BUas, said: “Many regulations and standards exist, yet the struggles remain. The aviation sector has good intentions, but consistent, dignified service requires more than compliance. It requires truly understanding what these passengers go through.”
The researchers are calling on the aviation industry to actively involve passengers with physical and mental disabilities in the design of new services and infrastructure.
They argue that only through genuine co-creation can systemic change take root.
The study also suggests aviation does not need to choose between uniform safety standards and individual adaptability. Improvements can be consistent across airports while still being tailored to each passenger’s specific needs.
As a practical resource, BUas and its partners have developed a free training course for aviation professionals.
The findings underline the importance of moving accessibility beyond compliance, towards more consistent, flexible and dignified experiences for disabled passengers across the full travel journey.