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CAA report highlights accessibility issues with airline websites
A new report commissioned by the UK Civil Aviation Authority finds airline websites could do more to improve the experience for consumers with accessibility needs.
The Airline Digital Accessibility Report, carried out undertaken by Hassell Inclusion, reviewed the websites of the 11 largest airlines operating in the UK.
It rated them for technical accessibility as well as their ease of use for making bookings.
They were given a score for their compliance with Web Content Accessibility Guidelines (WCAG 2.1 AA which is designed to improve accessibility standards.
Insights were provided by a focus group of consumers with accessibility needs.
Government data shows around 20% of people in the UK have accessibility needs.
Key findings show there is overall room for improvement, with a lack of consistent, ongoing consumer research from airlines.
However, website accessibility was increasingly being prioritised by airlines.
British Airways scored highest amongst the airlines for its technical accessibility.
Jet 2, Ryanair and TUI fared much worse, receiving technical accessibility ratings of 1/10, and Digital Consumer Journey scores of just 2/10.
The report was published as part of the CAA’s research for its proposed Airline Accessibility Framework.
This would rank airlines based on the entire customer journey for people with accessibility needs, from booking through to boarding, on-board support, and post-journey aftercare.
Anna Bowles, Head of Consumer at the UK Civil Aviation Authority, said: “Our skies should be accessible to everyone, and that journey often starts with a visit to an airline’s website.”
“It highlights that there is still a way to go for the industry to provide a smooth digital experience.”
“The UK Civil Aviation Authority is happy to support airlines who are working to improve their websites.”
Aviation Minister Baroness Vere of Norbiton added: “For many, that holiday feeling starts when planning and booking their flights so it’s only right that passengers can navigate websites with confidence and ease.”
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