Accessibility in Times of Disruption: Why Airlines Must Rethink the Experience

December 17, 2025

Airline disruption is stressful for everyone. But for millions of disabled passengers, delays and diversions can quickly shift from a simple inconvenience to a moment of vulnerability.

In a recent fireside conversation at Grounded 2025, accessibility manager for Virgin Atlantic, John Fishwick and customer experience expert from Empathyce, Jerry Angrave highlighted how the industry can—and must—do better.

Their message is clear:

Accessible disruption response isn’t a “nice to have” – It is essential to safe, dignified, modern air travel.

Understanding the Experience

Disabled travellers often manage layers of planning long before they reach the airport—medical routines, mobility devices, sensory triggers, assistance bookings, and unfamiliar environments. When plans shift suddenly, the impact is far greater than frustration:

A delay may impact medical treatment timing
A change in routine may trigger anxiety or sensory overload
Lack of communication may leave passengers unsure where to go or what to do
Mobility device uncertainty can create fear of losing independence
Clear, proactive communication isn’t just good service—it’s protection.

Why It Still Goes Wrong

Despite progress, airlines face persistent gaps:

Training Gaps

Frontline and crew teams aren’t always empowered to recognise or respond to diverse needs—especially during disruption.

Process Gaps

SSR codes provide limited insight; information doesn’t always move between airport, crew, and customer.

Cultural Gaps

Staff can be afraid to ask, “How can I help?”Airlines often avoid discussing what might go wrong, even though disabled passengers want that honesty.

Leadership Gaps

Sustained progress only happens when leadership embeds accessibility into strategy—not as a regulatory requirement, but a core value.

What Good Looks Like

Airlines that lead in accessibility share common traits:

Proactive Preparation

Encourage early disclosure of needs
Offer realistic expectations, including what the airline can’t do
Provide guidance for passengers with complex requirements

Personalised Support During Disruption

Ask: “How can I help you right now?”
Prioritise disabled or vulnerable customers for rebooking and accommodation
Create centralised support spaces during major events
Empower staff to make judgement calls—guided by the “Daily Mail Test”:
If this moment appeared on tomorrow’s front page, who would look unreasonable?

Better Measurement

Airlines should measure not just speed, but dignity and experience:
Was communication timely and clear?
Did the customer feel safe and respected?
Was mobility equipment handled with care?
Did processes accommodate individual needs?

The Industry Is Improving—But Not Evenly

Airports, airlines, and ground handlers are learning together. New standards and advisory boards—like the Virgin Atlantic Accessibility Board—are raising expectations. But consistency is still the biggest challenge.

The opportunity is huge:
Those who lead in accessibility will set the benchmark for the entire industry.