Voices - LOT Airlines
Air travel accessibility spans digital (booking, apps) and physical (airports, aircraft). How do you approach this complexity, and where does EAA fit alongside existing aviation accessibility regulations?
At LOT Polish Airlines, we make sure that our digital services are accessible to every passenger, regardless of age or degree of disability. We have implemented the vast majority of WCAG 2.1 guidelines at levels A and AA, and the details are presented on our website: https://www.lot.com/pl/en/journey/special-services/accessible-lot/accessibility-passenger-rights, where passengers and users can also find a form for submitting suggestions regarding digital accessibility. We are continuously working on further improvements, both for our website and our mobile application.
A passenger's journey touches multiple parties - airline, airport, ground handling, security. How do you ensure a seamless accessible experience when you don't control every touchpoint?
Not all elements of a passenger’s journey are entirely under the airline’s control, although we believe that the journey with us begins at the moment the passenger decides to purchase a ticket, using our mobile app or website. We also encourage passengers with disabilities to take advantage of the numerous facilities offered by the airline in cooperation with airports. This includes, among other things, special assistance available in three different options. While assistance is provided by airports, the airline can share comprehensive information with passengers about what this assistance should look like, where to request it, and what steps to take to ensure a smooth experience at this stage of the journey. On board, we offer, among other things, an onboard wheelchair upon request, seating near the toilet or exit, the possibility of traveling with an assistance dog, medical baggage, or equipment such as CPAP devices. All details are described on our website: https://www.lot.com/pl/en/journey/special-services/accessible-lot, and passengers who have booked special assistance also receive a reminder about it two days before their trip.
What's the most underestimated accessibility challenge that travelers and regulators don't fully appreciate?
One of the major challenges remains the lack of passenger awareness about these services. Often, they learn about them only after the fact. That’s why LOT Polish Airlines strives to emphasize education by publishing content on our website, participating in various events, conferences, forums and media publications dedicated to these topics and targeted at the right audience. We also use email campaigns to reach passengers, which is why we kindly ask that correct email addresses are always provided during booking. Another issue involves information about batteries in electric wheelchairs. These details are not always placed by manufacturers in a visible location, making it difficult to verify the equipment and determine whether the wheelchair can be transported in the baggage hold. Since organizing special assistance or transporting a wheelchair or assistance dog requires crew preparation and document verification, passengers should send these documents as early as possible, and we strongly encourage this. The sooner we know, the better we can prepare. Another significant challenge is inconsistent legal regulations depending on the country we fly to. Rules in the USA or Canada differ significantly from those in the European Union, which often causes informational confusion for passengers.
How do you balance standardization (consistent experience across routes) with localization (different airports, different regulations, different cultures)?
This is not easy, and as an airline, we have limited influence over it. However, we strive to make processes easier for passengers, especially those traveling on connecting flights. On our website, we describe the differences in procedures, which mainly concern travel to/from the USA and other destinations.
If you could change one thing about how accessibility is regulated in European aviation, what would it be?
Standardization of rules regarding the transport of assistance dogs and an identical standard of special assistance at all airports.
What innovations or changes in „accessible travel" are you most excited about – or most concerned about?
We want accessibility to become something universal, although currently the whole world is still learning how to achieve it and how to reconcile the needs of passengers with disabilities with flight safety regulations and the safety of all passengers. We look forward to further improvements, especially from the European Union, that will balance the needs of both passengers and airlines. The ultimate goal is equality for all passengers.
Interview by Karolina Mendecka
Business Accessibility Forum Director