Travel & Hospitality Accessibility
Travel companies must ensure that customers with disabilities can independently research, book, and manage travel arrangements. Airlines face additional requirements under the Air Carrier Access Act and DOT regulations.
Multiple Regulatory Frameworks
Travel companies are subject to ADA Title III (hotels, travel agencies), the Air Carrier Access Act (airlines), and DOT web accessibility requirements. International travel may also involve foreign accessibility laws.
Travel Industry Statistics
27 Million
travelers with disabilities in the US annually
$58.7 Billion
annual spending on travel by people with disabilities
70%
of travel bookings now made online
Applicable Laws & Regulations
Air Carrier Access Act (ACAA)
Airlines are prohibited from discriminating against passengers with disabilities. The DOT has issued specific web accessibility requirements:
DOT Web Accessibility Requirements (14 CFR Part 382):
- Primary websites must conform to WCAG 2.0 Level AA
- Core booking functions must be accessible
- Accessibility information must be available
- Applies to US and foreign carriers serving US
Core Booking Functions Required:
- Booking/changing/canceling reservations
- Checking flight status
- Checking in for flights
- Seat assignment and selection
- Accessing loyalty program accounts
ADA Title III - Hotels & Accommodations
Hotels, motels, and vacation rentals are places of public accommodation:
- Websites must be accessible for booking
- Information about accessible rooms must be available
- Reservation systems must allow accessibility requests
- Physical accessibility information must be accurate
Travel Agencies & Online Booking
Online travel agencies (OTAs) and booking platforms are covered by ADA Title III:
- Expedia, Booking.com, Kayak, etc. must be accessible
- Search and filter functions for accessible options
- Full booking flow accessibility required
- Customer service accessibility (chat, phone, email)
Key Accessibility Requirements by Travel Type
Website Requirements:
- Accessible flight search and booking
- Screen reader compatible seat selection
- Keyboard accessible date pickers
- Accessible check-in process
- Digital boarding pass accessibility
Kiosk Requirements:
- At least 25% of kiosks must be accessible
- Audio output with headphone jack
- Tactile controls
- Proper height for wheelchair users
Common Violations:
- Interactive seat maps not keyboard accessible
- Date pickers that trap focus
- Flight status updates not announced to screen readers
- PDF itineraries without accessibility
Reservation System Requirements:
- Accessible room descriptions and features
- Ability to filter by accessibility features
- Request specific accommodations
- Hold rooms without credit card (if accessible room)
Required Information:
- Type of accessible room (mobility, hearing, etc.)
- Specific accessibility features available
- Accessible paths to rooms
- Pool, fitness, restaurant accessibility
DOJ Guidance:
Hotels must describe accessibility features on their websites and reservation systems in enough detail for guests to determine if a room meets their needs.
- Accessible vehicle reservation systems
- Hand control availability information
- Accessible shuttle bus information
- Ride-share app accessibility requirements
- Accessible customer service
- Accessible cabin booking and information
- Shore excursion accessibility details
- Onboard accessibility services
- Emergency evacuation procedures
- Accessible dining and entertainment booking
Common Accessibility Barriers in Travel
| Barrier | Impact | Solution |
|---|---|---|
| Complex date pickers | Cannot select travel dates with keyboard | Native date inputs or fully accessible custom widgets |
| Interactive maps | Seat/room selection impossible for blind users | Text-based alternatives, accessible overlays |
| Session timeouts | Booking lost during long selection process | Warning and extension option per WCAG 2.2.1 |
| PDF confirmations | Itineraries not readable by screen readers | Tagged PDFs, HTML alternatives |
| Real-time updates | Flight changes not announced to AT users | ARIA live regions for status updates |
| Filter interfaces | Cannot find accessible rooms/flights | Accessible checkbox and dropdown filters |
Recent DOT Enforcement Actions
| Airline | Year | Violation | Penalty |
|---|---|---|---|
| Major US Carrier | 2024 | Website accessibility failures | $1.3 million |
| International Carrier | 2023 | Kiosk accessibility gaps | $900,000 |
| Low-Cost Carrier | 2023 | Booking flow inaccessible | $750,000 |
| Regional Carrier | 2022 | Mobile app accessibility | $400,000 |
Privacy Considerations in Travel
Travel companies collect significant personal data requiring privacy compliance:
Data Collected:
- Passport and ID information
- Travel patterns and history
- Payment information
- Loyalty program data
- Disability/accessibility needs
- Location data
Compliance Requirements:
- CCPA/CPRA for California residents
- State privacy law compliance
- International data transfer rules
- Sensitive data handling (disability info)
- Data retention limitations
DOT Requirements
Airlines must make core booking functions accessible to WCAG 2.0 Level AA.
$37,377
Maximum penalty per violation under DOT enforcement
Related Laws
Market Opportunity
$58.7B
Annual travel spending by people with disabilities