As the travel and aviation sector accelerates its digital transformation, the imperative to create accessible, inclusive experiences for every traveler has never been greater. Regulatory, social, and commercial pressures are converging, making digital accessibility not just a compliance issue, but a strategic business priority. At Publicis Sapient, our work with industry leaders—including Delta—demonstrates how digital transformation, when rooted in accessibility, can deliver equitable, seamless journeys for all travelers, including those with disabilities.
Accessibility is often framed as a moral or legal obligation, but it is also a powerful driver of business value. Globally, over one billion people live with some form of disability, representing a significant and often underserved market. Disability is the only minority group anyone can join at any time—through age, accident, or illness. Designing for accessibility is, in effect, designing for everyone. As industry leaders have noted, “Disability is often seen as ‘extreme users.’ Satisfying extreme users improves the experience 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.
The business case is clear: Accenture data shows that organizations supporting people with disabilities achieve 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 travel, where customer loyalty and word-of-mouth are paramount, accessibility is a true differentiator.
The 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. For example, travelers who use assistive devices 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 in our work 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.
Ready to advance your accessibility journey? Let’s build a more inclusive future for travel and aviation—together.