The travel industry is buzzing with forecasts reporting business travel is expected to take off in 2025. And we’re looking forward to another busy year, playing a proactive role in supporting tomorrow’s travelers. Yet we’re also mindful that the work trip experience is vastly different for every type of person.
The International Day of Persons with Disabilities in December reminds us of that disparity and inspires us to work toward a more equitable travel experience that benefits everyone. According to the World Health Organization, people with disabilities find inaccessible and unaffordable transportation 15 times more challenging than those without disabilities.
Derek Moxam knows firsthand what’s it’s like to travel with mobility challenges. He’s a coach on our Traveler Care team, travels in a wheelchair, and has worked for more than 15 years at American Express Global Business Travel (Amex GBT).
“Accessibility in travel has long been a barrier, but that’s changing rapidly,” claims Derek. “Airlines are under scrutiny. An airplane seat design that accommodates flight passengers in wheelchairs is gaining attention and universal design in hotels is serving as a roadmap for shaping an inclusive hotel experience. Amex GBT’s commitment to advocacy, representation, and raising awareness through the video project I was part of, are helping to set new standards.”
To film the video, Derek traveled from his home on a remote island in Ontario to our headquarters in Canary Wharf, London where he met with Amex GBT President Drew Crawley for a chat about accessibility. Check out his journey.
Derek’s input prompted us to take a closer look at how travel providers are progressing to make travel more accessible. Discover our findings:
Wheelchair seats on flights
For many years, travelers with mobility challenges have waited for the day when they can remain in wheelchairs on flights to avoid injury and damage to their mobility devices. Over 11,500 wheelchairs and scooters were mishandled in 2023 by airlines in the United States, according to federal data.
Can we expect to see positive change?
Derek raised an interesting point about airplane seat design. The Federal Aviation Administration (FAA) is determining whether it’s feasible for commercial aircraft to accommodate travelers in wheelchairs. While the decision is expected at year-end 2025, Delta Flight Products developed a prototype of a seat design that accommodates travelers in wheelchairs and it’s awaiting approval from the FAA. If approved, the seat would make it easier for travelers to get on and off flights. It would also provide access to a headrest and adjustable tray tables.
Signs of a more inclusive flight experience
United is stepping up to make flight travel more accessible. In 2023, it started posting Braille markings for rows, seat numbers, and lavatory signs. The airline is working with several disability advocacy groups to implement more Braille signage. Closed captioning in movies for the hearing impaired, extended seat belts, and wheelchair options for the airport and plane are some other ways the airline is supporting travelers with distinct requirements.
A network for those with hidden disabilities
Airport noise, abrupt changes, and communication overload can bring unwelcome stress to the work trip for travelers with neurodivergent challenges. Comprehensive planning is key to creating a level of comfort. The Hidden Disabilities Sunflower provides a global network of support through a visual cue, the sunflower symbol. By wearing the sunflower lanyard, those with neurodivergent needs are connected to businesses and locations where employees are trained to support Sunflower wearers. Find out which airports and airlines are part of the Sunflower network.
An app helps travelers with vision challenges
Be My Eyes is a mobile app that connects people with visual challenges to a community of sighted volunteers that provide descriptions of things when they need it. Users send images and get answers to questions about the images through chat. For people with vision impairments that may have been reluctant to travel in the past, the app can be helpful. That’s because Hilton partnered with Be My Eyes to connect Hilton guests with a dedicated team of Hilton Reservations and Customer Care agents through the app.
How ADA requirements impact hotel guests
Hotels are required to have accessible guest rooms with features like visual alarms for those with hearing challenges. The Americans with Disability Act (ADA) details the specifics in room requirements.
How many accessible hotel rooms should a hotel have?
That depends on the number of rooms at a hotel. The more rooms in total, the more accessible rooms are required. If a hotel offers several types of rooms to travelers without disabilities, it should offer several types of accessible rooms.
How do you know if the hotel is meeting your needs?
Check the hotel’s website. Accessibility features are typically posted there as required by the ADA. If you’re traveling for an event or during peak season, it’s wise to book your room early. That way you can be confident you’re getting the room that fits your needs.
An invaluable support system
Given our leading talent and technology, it seemed only natural for us to create an accessibility solution – one that goes beyond supporting travelers with obvious disabilities but also addresses unique challenges that often go unnoticed. With our solution, there’s no need to arrange for an escort to the airport terminal, call the airlines for a special meal, or figure out if there’s a wheelchair ramp to a restaurant. We take care of all the minute details and nuances of the business trip through our Travelers Requiring Specialty Assistance (TRSA) desk.
Specialized care by a highly competent team
Our TRSA desk is staffed by highly trained travel counselors. Many of them have personal experience working with family members and partners with disabilities. Their approach is driven by empathy and compassion.
How do travelers feel about their service?
Here’s what one has to say: “I honestly can’t say enough positive things about the experience. I can document the hours saved, but what I can’t quantify is the amount of stress and worry it took off me and my personal care assistant. As a person using a wheelchair, I have never had a trip go as smoothly as this one did, and we are talking Vegas. I also felt competent because I knew I could call if I had any issues while traveling, which I didn’t need to do. The ground transportation company double-charged me for the hotel to airport transfer, and the TRSA desk took care of it and got it resolved. Thank you for this opportunity. Please don’t let the service go away.”
Our intention is to build on the success of TRSA. Penny Clauson, service director of Traveler Care, shares expansion plans: “Our TRSA desk is available in North America, the United Kingdom (UK), and it continues to evolve, adding new clientele and expanding service in the UK. With interest and enthusiasm going strong, we’re looking to open service to more regions in 2025.”
Would you like to learn more about TRSA?
Feel free to drop a note to Penny Clauson with your questions and thoughts, so you can get greater insights on our global accessibility solution.
