How to... design an accessible check-in experience

Because the first impression counts.

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Today's newsletter is about accessible check-ins.

The check-in process, often the first point of contact between travellers and airlines or hotels, is the start of an inclusive journey. Therefore, designing it correctly is vital if the first impression should be welcoming. Here are some steps that can help improve the check-in process and design.

1. Implement a choice of check-in options:

• Offer a variety of check-in methods, including online, mobile, kiosk, and staffed counters.

• Ensure each method is accessible to a wide range of customers (e.g., usable with assistive technology, web standards compatibility for online check-in, and adjustable height or lower kiosks for wheelchair users).

2. Train staff in disability equality and assistance:

• Train all check-in staff on disability equality (not just awareness!) and assistance techniques.

•  Teach staff to communicate effectively with people with different impairments.

•  Ensure staff are familiar with assistive devices customers want to check in, like wheelchairs, and how to handle them.

• Regularly check if staff know what they have learnt and provide refresher training.

Photo by Edwin Petrus on Unsplash