Back in 2019, the Passenger Experience Conference hosted a discussion, called Flying for All, to examine how an onboard experience could be created that works for every passenger, including those with mobility, visual or hearing impairments. It was one of the most impassioned sessions ever held at PEC, with speakers and audience alike keen to share ideas and experiences.

Since then, the coronavirus pandemic has catalysed major social and economic changes, including the culture around flying. Yet the goal of making the journey safe, dignified and enjoyable for everyone seems just as intractable. This is not from lack of individual innovations and initiatives, but the broad mindsets within aviation could benefit from some introspection. It is self-evident that implementing systemic changes for passengers with disabilities will require a highly collaborative approach and the setting of new industry standards.