Airports are often seen as gateways to the world. For travellers with disabilities however, they can just as easily become barriers. In recognition of this, a recent Airports Council International (ACI) webinar on ‘Empowering Accessibility: Building Disability Advocacy and Business Cases for Barrier-Free Airports’ underscored that accessibility must not be treated as an afterthought. Instead, it must be woven into airport planning, operations and culture from the ground up.
The session brought together airport leaders and accessibility advocates to share how programmes can go beyond compliance to deliver dignity for travellers, alongside long-term value for airports.
The Business Case
William DeFeis, Program Manager, Customer Experience at the Port Authority of New York and New Jersey (PANYNJ), argued that accessibility is not just a moral obligation: it is also a smart business strategy. The World Health Organization estimates that 1.3 billion people (about 16% of the global population) live with significant disabilities. When their caregivers, companions and families are factored in, the potential market for accessible travel becomes huge.
Just as importantly, accessibility features, such as ramps, clear wayfinding, quiet areas and sensory spaces, enhance the travel experience for all passengers and encourage return business. DeFeis also pointed out that proactively embedding accessibility into projects helps airports reduce legal risk by staying ahead of compliance requirements.
As such, investing in accessibility delivers social, legal and commercial benefits while creating a better travel experience for everyone.
Beyond Compliance
Alongside recognising the importance of compliance, DeFeis emphasised that accessibility at PANYNJ airports was not just a checklist. Instead, it is thoughtfully embedded into every project.
One of the Authority’s most impactful tools is its Supplemental Accessibility Requirements (SAR), introduced in 2020 and applied to all new construction and major renovations from 2021. The SAR goes beyond federal accessibility codes, embedding higher standards into the design of terminals and passenger spaces. For travellers with reduced mobility, the SAR mandates expanded wheelchair turning space, adult changing tables, and a greater proportion of accessible seating and dining areas, including movable tables, which are often overlooked in traditional codes.
Furthermore, for passengers who are deaf or hard of hearing, hearing loops are now required at airline gates and information counters, connecting directly to hearing aids via telecoil settings. For blind or low-vision travellers, elevator and control buttons must include raised characters with high-contrast backgrounds.
Alongside the SAR, the Port Authority runs the Brilliant Basics programme, a system-wide initiative focused on “getting the basics right.” This has delivered visible improvements. At one airport, revolving doors that posed barriers for wheelchair users were replaced with automatic sliding doors. At another, faded striping in accessible parking spaces was repainted to make them easier to identify. While these fixes may seem small, DeFeis noted that they make a big difference in practice.
Carrasco International Airport – Uruguay
The push to go beyond compliance is especially vital in regions with fewer accessibility standards. At Carrasco International Airport (MVD) in Uruguay, Passenger Experience Leader Camila Nicolich explained how her team has been tackling the issue in a context where regulation is limited.
MVD’s accessibility journey began in 2019 with a passenger-focused assessment of facilities, communications and services. Crucially, people with disabilities were directly involved, bringing lived experience into the process. Feedback revealed that staff attitudes mattered as much as infrastructure, prompting training to become a priority.
The airport also ran hands-on trials, inviting travellers with disabilities to test wayfinding tools and layouts. This approach frequently challenged initial assumptions and led to better solutions.
Additional challenges also arose due to gaps in accessibility standards in Uruguay. For example, the airport’s website did not meet international accessibility guidelines, and the local web provider lacked the expertise to make the upgrades. Instead of outsourcing abroad, the airport invested in training the provider, who has since developed accessibility skills and now offers the service to other businesses in Uruguay.
Meanwhile, transport access acted as another barrier, as Carrasco’s official taxi partner initially had no vehicles adapted for wheelchair users. After discussions led by the airport team, the company upgraded its fleet, adding accessible taxis that now serve both the airport and the wider city.
For Nicolich, airports also have a responsibility that extends beyond their terminals. Carrasco therefore participates in cross-functional teams and national groups such as the Ministry of Tourism’s Accessible Tourism Board and the Inclusive Business Network, helping to shape broader progress.
For example, partnerships have played a key role in delivering Carrasco’s accessibility upgrades. MVD was the first airport in Uruguay to adopt the Hidden Disabilities Sunflower programme, working with local NGO Ptoica to introduce the initiative nationally.
Nicolich noted:Accessibility isn’t just about one place – it’s about how everything connects. The more we team up, the better the results. Even in a country with limited regulation, we can still push change forward.
Valuing the Lived Experience
At MVD, Nicolich stressed the importance of listening directly to travellers and advocacy groups. This principle is shared more than 5,000 kilometres away at Montréal-Trudeau International Airport (YUL).
Sarah-Eve De Lisle, Manager, Accessibility and Regulations at Aéroports de Montréal, explained that YUL operates by the principle ‘Nothing Without Us’, ensuring people with disabilities are involved at every stage of decision-making.
The approach aligns with the Accessible Canada Act and reflects a philosophy that accessibility must be built with people, not for them. YUL gathers feedback through multiple channels and treats responses as an ongoing dialogue. Universal design underpins this work, but staff are trained to recognise that no two experiences of disability are alike, so flexibility and empathy are also essential.
The approach has already earned YUL Level 3 in ACI’s Accessibility Accreditation Programme, a recognition of concrete improvements and organisational commitment.
De Lisle said:Accessibility is everyone’s responsibility. When we listen, take action, and work together, we move from good intentions to real, meaningful change.
Partnerships in Practice
Partnerships have been especially powerful at YUL. For over a decade, the airport has collaborated with Giant Steps, a Montreal-based organisation specialising in autism, to cocreate the Premium Kids Program. The initiative allows neurodiverse families to explore the airport in a supportive environment before travelling, easing stress and building confidence.
Marla Cable, Assistant Director at Giant Steps’ Resource and Training Centre, emphasised the importance of addressing hidden disabilities such as autism, which are often overlooked. Giant Steps trains airport employees, raises awareness of sensory and social needs, and codevelops programmes that support neurodiverse travellers.
The results of this work are deeply human. Cable shared the story of a family who joined the programme but could not board their first flight due to their child’s anxiety. Rather than giving up, they returned for five consecutive years, practising in a safe environment, until they finally completed their journey.
Cable said:That’s what true accessibility looks like. It’s not just about infrastructure; it’s about creating opportunities, building confidence, and helping families succeed.
Accreditation
The emphasis on lived experience and collaboration is echoed in the ACI Accessibility Enhancement Accreditation Program, which provides airports with the structure, tools and peer community to turn commitments into action.
Danny Boutin, Senior Director, Airport Assessments and Services at ACI World, explained that the programme is designed not just as certification but as a tool for cultural and operational transformation. Through structured assessments, expert guidance and shared best practices, it helps airports embed accessibility at every level.
Currently, 64 airports across 27 countries participate. Accreditation is tiered across three levels, supporting a stepwise approach that fosters sustainable systems rather than chasing recognition.
Making Accessibility the Destination
Airports have always defined themselves as gateways, but as the speakers in ACI’s webinar made clear, that promise falls short unless accessibility is built into the core of airport culture. Accessibility isn’t a checklist or a retrofit; it is a commitment to dignity, independence and inclusion for every traveller.
Airports are under pressure to modernise, expand and recover from the pandemic. But growth without accessibility is exclusion. To truly pride themselves on connecting people to the world, they must ensure that all people can travel with dignity, independence and confidence.
This article was originally published in the Airport Industry-News magazine.
