Travel Search & Discovery
Accessibility evaluation of destination discovery, search controls, date selection, filters, comparison tools, pricing information and decision-making journeys.
Travel & Transport Accessibility
Making complex travel journeys more accessible, from discovery and booking to passenger assistance.
We help travel and transport organisations understand how disabled and neurodivergent people experience their digital services, combining specialist industry knowledge, manual accessibility testing and inclusive research.
Our expertise is grounded in extensive work across flight search, comparison, airline and online travel agency (OTA) booking journeys, including complex interactions between platforms, providers and third-party services.
Discuss Travel & Transport AccessibilityUnderstanding the Whole Travel Journey
Accessibility doesn’t stop at the search results.
A traveller may successfully search for flights, compare prices and select an itinerary, only to encounter barriers when redirected to a booking partner, selecting additional services or requesting passenger assistance.
These experiences often cross multiple platforms and providers, making it difficult to identify where barriers originate and who is responsible for resolving them.
We investigate these connected journeys, identifying accessibility barriers, their impact on disabled travellers and opportunities to improve the overall experience.
Areas of Specialist Expertise
Airline & OTA Booking
Manual accessibility testing across airline and online travel agency booking flows, including passenger details, optional extras, baggage, seating, payment and booking confirmation.
Special Assistance & Passenger Needs
Evaluating how travellers discover, understand and request special assistance, including the visibility and communication of accessibility information throughout the booking journey.
This includes investigating how special service requests (SSRs) and passenger assistance options are communicated between airlines, intermediaries and booking platforms.
Third-Party & Partner Accessibility
Evaluating accessibility across booking partners, white-label platforms and external providers to identify barriers that interrupt otherwise accessible journeys.
Accessible Travel Information
Assessing how accessibility information is presented and communicated, helping travellers understand available support and make informed decisions.
Experience That Informs Better Decisions
Our work draws on extensive practical experience evaluating accessibility across major travel search and booking environments.
We combine manual assistive technology testing, structured journey evaluation and research with disabled and neurodivergent participants.
Findings are translated into clear, actionable evidence for product, design and engineering teams, helping organisations understand what needs improvement, why it matters and where responsibility sits.
Beyond Aviation
Our specialist experience is rooted in aviation and online travel booking, but the same principles apply across the wider travel and transport sector.
Rail, accommodation, multimodal travel and other passenger services share challenges involving complex user journeys, multiple providers, accessibility information and independent decision-making.
We bring established methods and sector knowledge to help organisations investigate and improve these experiences.
Let’s Make Travel More Accessible
Whether you’re evaluating a search experience, investigating barriers in a booking journey or improving how passenger assistance is communicated, we can help identify where accessibility needs attention.
Discuss your travel accessibility project