Airline Accessibility

What is the European Accessibility Act?

The EAA seeks to harmonise accessibility requirements for certain products and services within the EU, by eliminating and preventing barriers to the free movement of products and services in scope of the EAA. These barriers may exist because of divergent accessibility requirements in the Member States. 

The EAA is an extension of existing EU passenger rights legislation, which includes rights around accessible information and information on accessibility in order to promote equal travel rights for all citizens. 

This legislation will support inclusion and participation in Air Transport for all people, will benefit from having more accessible products and services in the market.

The EAA supports the implementation of the UN Convention on the Rights of Persons with Disabilities (UNCRPD), reinforcing the EU’s commitment to equality and non-discrimination.

The EAA defines persons with disabilities in line with the UN CRPD. The definition states that persons with disabilities include those who have long-term physical, mental, intellectual, or sensory impairments which, in interaction with various barriers, may hinder their full and effective participation in society on an equal basis with others. 

Key objectives of the EAA

• Create a single set of EU-wide accessibility requirements for certain products and services.
• Promote inclusion by ensuring that people with disabilities have better access to key products and services.
• Ensure digital services like websites, apps, e-books, mobile apps and e-commerce are easy to use for everyone, including people who use assistive technologies.

What are the obligations on airlines? 

Airlines must ensure that their services meet the accessibility requirements set out in the legislation to ensure that they are usable for people with disabilities. The focus is on digital services, accessible information, training and interactive self-service systems.

Websites and mobile applications: 

Websites, online services, digital booking systems and mobile applications (apps) must comply with accessibility requirements and standards to ensure usability for end users with disabilities. This includes ensuring that there are text alternatives for non-text content, ensuring that content is adaptable and distinguishable and includes captions and audio descriptions for multimedia.

Accessible Information: 

• All relevant information, including information relating to accessibility features and facilities, must be provided in formats accessible to people with disabilities. This information should be included in documents such as the Accessibility Statement. 
• All pre-contractual and contractual information, such as terms and conditions, must be accessible.
• Electronic tickets and ticketing services must provide accessible interfaces for purchasing, retrieving and validating tickets. These must be presented in multiple formats such as visual, auditory, tactile where applicable
• Self-service terminals and kiosks (e.g., for check-in and bag drop) must meet the accessible requirements, including tactile input and audio feedback where necessary.
• Support services: Support systems such as chatbots, help desks, call centres must be accessible and training must include providing clear information on accessibility. 

Training and awareness: 

Staff must be trained to assist and accommodate end-users with disabilities effectively. 

Practices, policies and procedures:

Airlines must  apply practices, policies and procedures to address the needs of people with disabilities.

What airlines are in scope?

The EAA applies to all airlines operating within the EU and must comply with the EAA when offering services in the EU market. This includes flights that depart, transit through, or arrive at airports located within the territory of an EU Member State.

What is the IAA’s role? 

The IAA is the compliance authority to ensure that airlines operating within Ireland must meet their obligations under the EAA. 

The IAA will perform the following in respect of its obligations as a compliance authority under the EAA:

1. Monitoring Compliance:
   • The IAA is responsible for ensuring that air passenger transport services comply with the accessibility requirements set out in the EAA.
2. Handling Complaints:
   • The IAA will follow up on complaints or reports related to non-compliance with the accessibility requirements in air passenger transport services
3. Verification and Enforcement:
   • The IAA will verify whether airlines have taken necessary corrective actions when accessibility issues are identified.