The CAA and consultancy Hassell Inclusion examined airline website home pages for ease of booking assistance, information on passenger rights and access to customer service.
The CAA said it wanted “to shine a light on the important area of digital accessibility and exclusion give the wide-ranging consequences poor accessibility can have for consumers”.
The report concluded no airline “fully delivers on accessibility” and said carriers needed to do better to accommodate the estimated 20% of passengers who have some form of special needs.
