Air travel workshops

In November 2022, the Royal Commission held two workshops focused on people with disability's experiences with air travel.

Over 60 participants attended the sessions, including representatives from disability organisations, Paralympian Karni Liddell and journalist Zoe Simmons.

People with disability reported that they often encounter inaccessible facilities and services at airports and face unhelpful practices and systems adopted by airlines.

Below is a summary of responses received at the workshop. The responses expressed a range of views and some of the issues raised fall outside the scope of the Royal Commission’s terms of reference. The purpose of this summary is to outline what we heard in relation to air travel. It is not an authoritative statement on the content of the responses, nor does it represent the position of the Royal Commission.

Summary of workshop themes

  • Australian domestic carriage liability limits for passengers, baggage and mandatory insurance is not adequate to compensate for loss or damage to mobility equipment.

  • People with disability being seen as an afterthought amid flight cancellations.

  • Extended and unreasonable wait times and hold times when checking into flights to ensure accessibility requirements are met.

  • Denial and lack of access to necessary information and support pre-flight which would better support people with disability.

  • Lack of accessibility impacting autonomy, dignity and independence (for example being attended by male support staff in female toilets because the wheelchairs provided are inaccessible and cannot be used alone).

  • Lack of inclusive community attitudes and participation for people with disability, with some participants describing travelling as a person with disability ‘the most dehumanising experience’.

  • Airport restrooms and general airport facilities are not accessible for people with disability.

  • Air travel information is not provided in accessible formats for people with intellectual disability, and or people with disability that experience sensory overload. This can include Terms and Conditions or crowded imagery on Travel Safety Demonstration Cards.

  • Lack of consistency across the air travel industry in relation to processes, actions and outcomes.

  • Experiences of discrimination against people with disability who use assistance dogs.

  • Limited access to safe ramps and hoists to accommodate wheelchair users.

  • Inaccessible, rigid and unsafe use of aisle chairs.

  • Damage to wheelchairs that is not covered by airlines, resulting in financial strain and extended waiting period for replacements.

  • People with disability ‘dehydrating’ themselves pre-flight, due to inaccessible restroom facilities in flight.

  • Refusal of pre-selected seating and reasonable adjustments to accommodate people with disability.

  • Lack of properly trained and qualified in-flight airline staff and airport security personnel.

  • Media attention is the current mechanism to seek recourse and promote the conversation for inclusivity for people with disability who air travel.

  • Airport and airline infrastructure is not designed to ensure people with disability are afforded dignity and respect when travelling. 

Attendee suggestions for a more inclusive travel industry

  • Increased representation of people with disability on airlines in order to ensure appropriate accommodations are made, including establishing processes to reduce damage to mobility devices.

  • Centralised data across the air travel industry to track the damage to mobility devices so airlines are aware of the cost of damage to people with disability.

  • Legislative reform and amendments under the Civil Aviation Safety Authority (CASA) and the Disability Standards for Accessible Public Transport (DSAPT) to ensure minimum accessibly requirements are expanded and adhered to by the air travel industry.

  • Improved training of airline staff to better support people with disability with air travel and in airports.

  • Requirement for safe and secure ramps and equipment to hoist people with disability into airplanes.

  • Improved attitudes and respect for support people, animals and travel partners of people with disability.

  • Requirement for accessible check-in and technology services for people with disability to ensure information is readily accessible.