Universal accessibility in air transportation at Aena
09 Apr 2025
TBC
Customer service, passenger and workforce experience
Aena promotes universal accessibility in its airports to ensure comfortable and safe travel for all passengers, including those with visible and invisible disabilities. Initiatives such as 'Barrier Free' service and the invisible disabilities badge provide personalized assistance and tools to reduce stress. Improvements include adapted infrastructure, such as specialized bathrooms (ostomy) and sensory rooms, accessible technology and visual guides.
All these initiatives will be explained using Málaga – Costa del Sol Airport as a practical example, as it provides an inclusive experience that respects the autonomy and rights of all passengers. Additionally, it has been recognized by ACI as highly commended in terms of accessibility.
- The importance of universal accessibility as an organizational philosophy
- Innovation in the service of inclusion
- Personalization and empathy in passenger service
- Case study of how all of this has been implemented in Malaga- Costa del Sol Airport
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