Every passenger who walks through an airport deserves to move through it with dignity, confidence, and the right level of support. For passengers with disabilities or reduced mobility, the quality of that experience depends heavily on how well the airport has been designed and how well its staff have been equipped to assist. Getting this right is not only a matter of compliance — it is a fundamental part of what it means to deliver a genuinely inclusive passenger experience.
Accessibility is increasingly a measure by which airports are assessed by passengers, advocates, regulators, and industry bodies alike. Airports that invest in structured accessibility training are better positioned to meet those expectations and to make a real difference for the people who need it most.
About the Certificate in Airport Accessibility
The Certificate in Airport Accessibility is a 6.5-hour course designed to help airport operators make their airports more accessible for persons with disabilities, including those with reduced mobility. It addresses both the physical and procedural dimensions of accessibility, covering the infrastructure considerations that planners and facilities teams need to understand alongside the service practices that front-line staff and operations managers rely on.
Participants will gain an understanding of:
- The term disability and the different types of disability that airport staff and facilities need to accommodate
- Best practices in accessible airport design and construction, including key infrastructure and architectural factors for new builds and upgrades to existing facilities
- How airport practices and procedures can be implemented and adapted to best assist persons with disabilities throughout their journey
- The key accessibility considerations at each stage of the passenger journey through the airport, from arrival through to boarding
- The importance of coordinating with the various stakeholders operating at the airport to ensure a consistent and effective approach to assisting passengers with disabilities
Who This Course Is For
This certificate is relevant for a wide range of airport professionals. Operations managers and terminal planners will benefit from the infrastructure and design content, which gives them a clear framework for assessing existing facilities and planning future improvements. Customer experience leads and front-line supervisors will find the procedural content directly applicable to how their teams assist and interact with passengers with disabilities every day.
For airports working to improve their accessibility standards, this certificate provides a credible, structured foundation that can be applied across both physical planning decisions and staff development programs.
Build a Complete Customer Experience Capability
The Certificate in Airport Accessibility is part of a broader suite of customer experience programs available through Klayo. Airports looking to develop well-rounded customer experience capability across their teams may also want to explore:
- ACES: Airport Customer Experience Specialist A comprehensive certificate covering the full spectrum of passenger experience management, from service culture to complaint resolution.
- Customer Service for Travellers with Disabilities A focused short course that equips front-line staff with the practical skills to assist passengers with disabilities with confidence and sensitivity.
Explore the Certificate in Airport Accessibility and the full Klayo catalogue of ACI-accredited customer experience courses.