As the travel and aviation sector accelerates its digital transformation, the imperative to create accessible, inclusive experiences for all travelers has never been more urgent—or more promising. Airlines, airports, and travel brands are reimagining every stage of the journey, from booking to boarding and beyond, to ensure that no traveler is left behind. At Publicis Sapient, our work with industry leaders like Delta and our commitment to operationalizing accessibility at scale demonstrate how digital innovation can deliver seamless, dignified journeys for every passenger, including those with disabilities.
Accessibility in travel is not just a regulatory or moral obligation—it is a strategic business driver. Over one billion people globally live with some form of disability, representing a significant and often underserved market. As highlighted by industry leaders, companies that prioritize disability inclusion see measurable benefits: organizations supporting people with disabilities achieve up to 28% higher revenue and double the net income compared to their peers. Beyond financials, accessible experiences foster brand loyalty, open new customer segments, and enhance reputation in a highly competitive industry.
Disability is also the only minority group anyone can join at any time—through age, accident, or illness. Designing for accessibility is, in effect, designing for everyone. Many features we now take for granted—voice assistants, speech recognition, curb cuts—originated as accessibility solutions and have since benefited all users. In travel, this means that innovations for travelers with disabilities often improve the experience for all passengers.
The modern travel journey is increasingly digital, spanning websites, mobile apps, kiosks, and in-airport experiences. Each touchpoint must be accessible to ensure a truly inclusive journey. Our collaboration with Delta exemplifies this end-to-end approach. Delta’s vision is to “connect”—not just flights, but people, operations, and experiences. Together, we recognized that accessibility cannot be solved in silos. Travelers who use assistive devices, for example, often encounter friction at multiple points: booking, check-in, security, boarding, and baggage claim. Addressing these challenges required cross-functional teams representing the customer, the enterprise, and the broader travel ecosystem.
Delta’s commitment to accessible travel led to the formation of teams that cut across departments—strategy, product, experience, engineering, and data (the SPEED model). This approach enabled rapid, iterative problem-solving, such as improving the handling of assistive devices and ensuring that digital information about device compatibility is available at every stage. The result: a more predictable, dignified experience for travelers with disabilities, and a more empowered frontline workforce.
Systemic change in accessibility requires more than technology upgrades. It demands a shift in mindset and operating model. At Delta and across the travel sector, we have seen the power of cross-functional teams that represent the entire customer journey. These teams are empowered to identify friction points, co-create solutions, and rapidly test and deploy improvements. This model not only accelerates innovation but ensures that accessibility is woven into the fabric of the organization, not relegated to a single department.
Collaboration also extends beyond the airline. Airports, government agencies, and ground handlers must work together to deliver a consistent, accessible experience. Initiatives like Digital ID and biometric screening, when designed inclusively, can streamline security and boarding for all travelers, including those with disabilities.
The future of travel is not just digital—it is inclusive by design. As AI, biometrics, and new digital platforms reshape the industry, the opportunity to reimagine accessibility is immense. Airlines and travel brands that lead on accessibility will not only meet regulatory requirements but will win the loyalty of a diverse, global customer base.
At Publicis Sapient, we believe that digital transformation is ultimately about people. By putting accessibility and inclusion at the heart of travel innovation, we help our clients—and their customers—move from now to next. The journey to accessible travel is ongoing, but with the right strategy, cross-functional collaboration, and a relentless focus on the traveler experience, we can create a world where every journey is seamless, dignified, and open to all.