What does travel accessibility signify for you?

The travel industry, particularly airlines, often falls short in prioritizing accessible travel, even though 61 million American adults are living with a disability. We frequently hear stories of individuals with physical disabilities having their wheelchairs — integral to their mobility — damaged by airlines.

Travelers can inadvertently create negative experiences for other passengers and guests with accessibility challenges by making assumptions about disabilities without knowing the full context. As TPG Lounge member Lexi René emphasizes, remember: "Not every disability is visible to the naked eye."

To gain insight into what accessible travel means to seasoned travelers and to raise awareness about these concerns, we surveyed the TPG Lounge to learn their perspectives on what "accessible" entails. Here’s what they shared.

Some airlines are more adept at managing accessibility than others.

"As a blind traveler who often journeys alone, I consider Delta to be the most accommodating airline. I've had some unusual experiences in the past, like when AA forgot me during a gate change at DFW and I couldn’t find a single English-speaking staff member to assist me in major international airports." — Lucas Nadolskis

"So far, I’ve experienced mobility challenges while flying both American and Southwest. American was terrible with wheelchair assistance, especially during layovers. My flights with them were such a hassle that I never want to fly with them again. In contrast, Southwest provided a wonderful experience. They were kind, attentive, and ensured I got the bulkhead seats I needed due to being in a cast." — Carla JD

"I am hard of hearing and often travel alone for work. None of the airlines seem particularly accessible to me. Accessibility signifies independence and dignity. I wish that systems and structures were designed so anyone could navigate and understand them without relying on friends, family, or strangers for assistance." — Kristy Lathrop

"My disability primarily impacts my arms and hands, making tasks requiring dexterity quite challenging. Overall, I find Lufthansa to be the most aware; often, I don’t even need to ask for help. For instance, the flight attendants unwrap my meal tray, open the silverware wrappers, and place my drink on the tray instead of handing it to me. This was all before the pandemic, of course." — Teresa Dubovsky

"We travel frequently, and my son is a full-time wheelchair user. We prefer Southwest because he can roll directly to the front row and transfer himself, rather than using those uncomfortable aisle chairs that other airlines provide. We've faced issues with airport staff insisting on transferring him into and out of those chairs. He’s a 23-year-old with great upper body strength who has been a wheelchair user since childhood. We've had intense discussions with staff wanting to 'assist' him. Leave independent families alone; we know what we’re doing, and if we need help, we will ask. Southwest is AMAZING at respecting that." — Barb Likos

Hotels, airports, and airplanes are often only partially accessible...

"While taking the packed airport shuttle bus out of Boston on a busy afternoon, we boarded and witnessed the driver struggling with the clearly malfunctioning lift ramp for a veteran in a wheelchair. Six US Army soldiers in uniform quickly disembarked and, without much discussion, lifted both the heavy ramp and the wheelchair passenger onto the bus with impressive coordination. The entire bus erupted in applause, with tears in many eyes." — Cathy Peloquin Sadler

"I travel frequently, and I occasionally bring my son, who uses a wheelchair, with me. One of our biggest challenges is the lack of wheelchair-accessible transportation. Just last week, the hotel we stayed at had shuttles all over Omaha but was not wheelchair accessible." — Pj Sloan

"As a business owner who teaches accessibility across the country, I believe that hotels with inadequate accessible areas or rooms must do better. It’s important to remember that accessibility is a civil right, protected under the Civil Rights Act by the Department of Justice." — John England

"I believe it’s crucial for hotels to be more open about their accessibility features. I recently stayed at a large hotel that provided no information on their website regarding accessibility issues or stairs. After knee surgery, I discovered that the only way to move between buildings (and only some buildings had restaurants) was to navigate several flights of stairs. I felt they should have at least informed guests about this before booking or upon assigning the room." — Carla JD

"Having a family member suffering from a cognitive disorder, I've sadly realized that airlines offer almost ZERO accommodations for those with cognitive or mental disabilities. We've faced challenges even just sitting together, let alone receiving any assistance. Multiple airlines have told me they’re willing to accommodate physical disabilities, but that’s where it ends. My family member can no longer fly, and it frustrates me that many individuals with cognitive and 'invisible' disabilities are overlooked." — Nicole McKevitt

"Be cautious of hotel rooms that claim to be handicap accessible but aren’t genuinely so. Often, they only feature a grab bar in the shower, yet the layout prevents a wheelchair from entering the bathroom due to the angle of the turn, or the shower has a lip or tub. A full-time wheelchair user requires elevator access, ADA-compliant doors, proper shower arrangements, and a shower chair. It’s best to directly call the hotel (not the national reservation number) to inquire about the setup before arrival. There’s often just one room that meets accessibility standards, and the front desk needs to note it to ensure it’s reserved." — Susan Hance

"For me, the biggest accessibility challenge arose as a breastfeeding mother traveling without my infant (the baby was with Dad or Grandma). Airlines have made some progress, but TSA has not! You know those times when you’re stuck on the tarmac for three hours and the flight attendants keep urging you to sit down? If you need to pump, this turns into an almost impossible situation." — Brooke Jgoot

...But some are getting it right.

"I took my mother, who is over 80, to Cabo San Lucas. The resort (Pueblo Bonito Rose) was fantastic. They provided a loaner wheelchair to help with transportation around the resort and town. Although the curbs and sidewalks were different from what we’re used to, the locals were wonderful, always ready to assist her as she walked to a table or chair, or even helping lift her into the boat. We returned for this trip several years in a row because they made everything so easy, and she truly enjoyed it. Accessibility isn’t just about ramps and lower sinks." — Candace Black WerthI

"Royal Caribbean excels with their Autism of the Seas cruises. They have specially trained staff and a worry-free itinerary designed for both adults and children." — Rebecca James Smith

"I took my partially disabled mother to the Fairmount Southampton in Bermuda. I was amazed by how accommodating they were. Each day, they provided a golf cart to take her to and from the beach and offered a beach wheelchair for her use. Although they couldn’t provide a handicap-accessible room, they allowed her to use the spa shower, which was accessible. To make up for the inconvenience of having to go to the spa for showers, they permitted her to use all the amenities there and had staff assist her throughout her stay. I couldn’t have asked for better service." — Dianne Frommelt

"I know many people face greater challenges than I do, but I’m truly thankful that hotels have stopped changing my bed preference to Double/Double when they see two men on the reservation." — Michael Mahoney

Helpful features for accessibility

"What I appreciate in travel: Access to comprehensive flight information, luggage updates, and upgrades all through the United app. Being able to message United agents via Twitter DMs is fantastic. When I need to call, the United call center typically offers clear connections. I love checking in using the Hilton app, which allows me to chat with the front desk via app or text (hotel phones tend to have terrible sound quality, and I really dislike using them). National makes everything straightforward with their Emerald Aisle and app — I always know what to expect without the stress of unclear conversations."

"Features I wish the travel industry would adopt: Masks like Safe n' Clear that let us read lips. Live transcription of announcements displayed on screens at airline gates and in-flight. Lastly, while not essential, having closed captions available for all in-flight entertainment would be a great addition (currently, it's only on select options)." — Kristy Lathrop

"Cruising is a bit more favorable because you can thoroughly research your exact cabin and know you'll get that specific room. Additionally, cruise ships tend to be very accessible. However, most ports are not, which creates a dilemma. You can expect to miss several stops as part of the experience." — Barb Likos

"As someone with hearing loss, it’s nearly impossible to understand what gate agents are saying. I use a live transcribe app on my phone for expected announcements, but sudden announcements catch me off guard, and I miss them. Having live captioning at gates would greatly benefit those of us with hearing difficulties." — Brian Beauchamp

"Accessible travel involves ensuring that there are enough family and companion care restrooms at airports. It means individuals with custom wheelchairs should have the option to fly with their chairs in the cabin (though I realize that’s a tall order). It signifies that people with disabilities shouldn’t face additional hurdles just to prevent "able-bodied" individuals from misusing the system. It requires airplane bathrooms that can accommodate an assistant if necessary. It entails costly changes, but the current situation is simply inadequate." — Pat Chamberlain

"I am hearing impaired to the extent that I travel with a service animal for assistance. I've found that submitting my documentation to my airline and preferred hotel brand has been helpful. I have status with both American Airlines and Hilton, and they note this in my loyalty accounts. Hilton automatically places me in a hearing-accessible room, and American has always treated me kindly. My only issue stems from current mask mandates. I rely on lip-reading to understand many people, and it's quite frustrating not to grasp what agents or flight attendants are saying. This isn't a political stance, just a personal frustration I’m experiencing right now." — Kristin Norgart

"My wife and I both have conditions that make driving impossible. While we can fly independently on any airline, it restricts us to visiting major cities with abundant public transit and rideshare options like NYC and Chicago. Exploring places like national parks in the West would be quite challenging for us. However, we have an exciting trip planned to Denver and South Dakota this summer. Thanks to the kindness of someone I met in the points and miles community, we’re looking forward to a few enjoyable days there!" — Nathan Patrick Hagan

"Lounge access is crucial for me. The condition of the bathrooms makes a significant difference. Family restrooms in airports are often filthy, if you can even locate one, and when you do, there’s usually someone occupying it. This is why lounge access is not just a "card perk" but a real necessity." — Barb Likos

"For work travel, we frequently stay at Hilton properties, and their recent tech enhancements have streamlined the experience—like using the hotel app to unlock my door or keycards that tap instead of swipe. One thing that complicates travel, though, are those Roman shades with the tiny metal cord!" — Teresa Dubovsky

"Both Disneyland and Walt Disney World offer the DAS (Disability Access Service), which is fantastic for guests who cannot wait in line for rides." — Frank J Genovay III

"The standards for accessibility in the U.S. vary significantly compared to other countries. I wish there were a cheat sheet for resorts detailing available amenities, like sand wheelchairs, pool lifts, and shower chairs." — Lisha Vialet Manning

Bottom line: Reserve your judgments about others' disabilities.

"My husband and I used to travel extensively before COVID. He’s 89 and can walk short distances, but definitely not the long treks required to reach the gate. With double hip replacements and other health issues, you’ll often see him arriving at the gate in a wheelchair and then slowly moving around on his own. It’s tough to gauge someone’s challenges just by looking at them." — Santina Vignati

A heartfelt thank you to everyone in the TPG Lounge community who shared their experiences of both struggles and victories. By raising awareness about the challenges this community of travelers faces, we can hopefully inspire the industry to take meaningful steps towards ensuring that everyone's journey is enjoyable and dignified—regardless of physical, mental, or other disabilities.