Digital transformation is reshaping the passenger journey, and this session will examine how accessibility must be firmly embedded in emerging digital identities, seamless travel processes, and biometric systems.
Participants will discuss Assembly-supported initiatives related to digital travel credentials and passenger-processing modernization, highlighting how these systems can either empower or marginalize passengers with disabilities while including cybersecurity considerations. The session will also analyse accessibility challenges in booking platforms, mobile applications, airline websites, and real-time communication tools. Special attention will be paid to the needs of passengers with cognitive or neurodivergent disabilities who may face unique barriers in navigating digital travel systems. The session will also examine accessible, low-friction processes being designed as part of the mainstream passenger experience.
The session will also consider how privacy-preserving tools and passenger-controlled information-sharing could help frontline employees respond more effectively to individual needs, including for passengers who use Alternative and Augmentative Communication devices or who require support that may not be immediately visible.

Moderator: Suzanne Acton-Gervais, President, Association of Canadian Travel Agencies and Travel Advisors (ACTA)

• Federico Cabrera, Director, Airport Operations and Customer Experience Manager, Carrasco International Airport, Uruguay
• Andrea Wright, Chief Executive Officer, Pacific Assistance Dogs Society (PADS)
• Katie Faires, Product Strategy, Boeing Commercial Airplanes