Designing for everyone: why accessible digital products are now an aviation requirement

Stefan Smit

Digital Consultant, Framna

Airports are under increasing pressure to modernize their digital products while reducing operational friction. Accessibility has become one of the most overlooked failure points. It affects passenger flow, complaint volume, legal exposure, brand trust, and staff workload.

Framna works with major U.S. airports, including Dallas Fort Worth International Airport (DFW) and Orlando International Airport (MCO), to build digital products that help them become more accessible and comply with the Web Content Accessibility Guidelines (WCAG) 2.1 AA by default. More importantly, we design for real user journeys in complex airport environments, where reliability, clarity, and speed matter just as much as compliance.

The hidden cost of poor accessibility

When an airport website or app does not meet accessibility standards, the impact goes far beyond a single frustrated user. It shows up in very real operational and financial outcomes:

Higher volumes of service desk calls during peak travel

Increased dependency on staff for basic information

Lower adoption of digital self-service options

More complaints escalated to legal teams

Rising exposure to Americans with Disabilities Act (ADA)-related legal claims across the U.S.

Since 2024, fines related to ADA violations have ranged from 55,000 to 150,000 USD per incident. In 2022 alone, U.S. courts handled more than 4,000 web accessibility cases, reflecting a sharp increase in enforcement and legal scrutiny. Many airports rely on accessibility plug-ins, yet still fail to meet WCAG standards. The risk compounds every time new content or features are published without governance.

Most airport operators are aware of this risk. What they often lack is a digital product partner that treats accessibility as a core design and engineering discipline.

Our approach to accessible aviation products

Framna designs, builds, and grows digital products with accessibility considered from the start.. This means applying WCAG 2.1 AA standards from the earliest design decisions through delivery of the product.

Our teams combine product design, engineering, and accessibility expertise. We maintain a dedicated digital accessibility group that continuously tracks global developments, including evolving U.S. guidance and the European Accessibility Act. This consistency matters in aviation, where digital ecosystems span websites, apps, kiosks, and operational platforms.

Our ADA and accessibility approach includes:

Comprehensive audits of existing websites, apps, and digital touchpoints
Automated and manual testing for contrast, structure, semantics, labels, keyboard navigation and assistive technology compatability
Clear technical and design recommendations mapped to risk, effort, and operational impact
Training programs for airport teams to ensure long-term accessibility governance
Optional user testing with people with disabilities to validate real-world usability

The objective is not simply compliance. The objective is a digital product that works reliably for every passenger, especially during time-sensitive travel moments.

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What this looks like in practice

Our work with CVG Airport illustrates how accessibility becomes stronger when it is embedded into the product, not layered on afterward.

Clear navigation and layout

The site structure supports fast decision-making. Users can quickly access essential sections such as Passengers, Business, Careers, and Accessibility through a clear and predictable main menu.

Readable, consistent content

Content was designed for readability in real airport conditions, including bright lighting and mobile use. Strong contrast ratios, consistent typography, and clear distinctions between interactive elements and static content improve usability for users with visual impairments while preserving brand expression.

Scalable accessibility governance

We equipped the airport team with patterns, documentation, and training that allow new content and features to remain accessible over time. Accessibility became a shared product responsibility rather than a recurring remediation task.

Why airports choose Framna

Airports work with Framna because we do more than ensure regulatory compliance. We build digital products that reduce friction, increase self-service adoption, and support reliable operations in complex environments.

Our aviation partners value that we understand:

The complexity of airport digital ecosystems

The operational impact of irregular operations and service disruptions

How accessibility affects passenger flow and staff workload

The technical debt often hidden inside legacy CMS and vendor platforms

How modern, composable architectures improve reliability, performance, and long-term maintainability

Accessibility is not a legal minimum. It is a prerequisite for minimum lovable products in aviation and a driver of better operational outcomes.

Next step for airport leaders

If you want a clear view of where your digital products stand today, start with a structured accessibility audit. We assess your current state, identify the highest-risk gaps, and outline a practical path toward WCAG 2.1 AA compliance and improved user experience.

Get in contact with Framna for an accessibility scan

Get in touch

Stefan Smit Digital Consultant, Framna