CAA report reveals most accessible UK airline websites

The Airline Digital Accessibility Report, commissioned by the UK Civil Aviation Authority (CAA) and undertaken by Hassell Inclusion, has reviewed the websites of the 11 largest airlines operating in the UK.

It rated them on their technical accessibility and their ease of use for making bookings.

British Airways scored highest amongst the airlines for its technical accessibility and scored 7/10 on its Digital Consumer Journey score. However, Jet 2, Ryanair and TUI received technical accessibility ratings of 1/10, and Digital Consumer Journey scores of just 2/10.

Key findings from the report highlight that there is overall room for improvement across the board, with a lack of consistent, ongoing consumer research from airlines.

However, it also found that website accessibility was increasingly being prioritised by airlines, with many already having started to make changes that reflect the findings of the report.

Anna Bowles, Head of Consumer at the UK CAA, said: “Our skies should be accessible to everyone, and that journey often starts with a visit to an airline’s website. Today’s report highlights that there is still a way to go for the industry to provide a smooth digital experience for passengers, both on the technical front, but also in terms of ease-of-use.

“Airlines do consider accessibility on their digital platforms, but the report provides technical guidance and first hand insight on how they can further prioritise this work and embrace digital inclusivity, so that nobody is left digitally excluded.

“The UK Civil Aviation Authority is happy to support airlines who are working to improve their websites.”

According to government figures, around 20 per cent of people in the UK have accessibility needs, many of which could impact their ability to use digital platforms.