Accessibility is no longer just a matter of corporate social responsibility. European regulations are moving ever more clearly towards a future in which accessibility is part of the professional standard.

For hospitality and travel organisations, that means a major shift. Not only because certain accessibility requirements are becoming legally mandatory, but also because travellers have increasingly higher expectations. They want to know what to expect in advance. Is the website accessible? Can I book independently? Is the information reliable? Can I actually use the accommodation, transport or service?

Accessibility, after all, does not start at the front door. The journey begins the moment someone starts looking for a destination online.

The European Accessibility Act

Since 28 June 2025, the accessibility requirements of the European Accessibility Act (EAA) have applied to various products and services within the European Union. The law focuses, among other things, on certain digital services and e-commerce.

For the travel and hospitality sector, the digital customer journey is particularly relevant. Think of:

• finding information;
• websites and digital platforms;
• online communication;
• booking processes;
• payment options;
• digital services related to passenger transport.

This does not mean that every hotel is automatically required by the EAA to make every hotel room wheelchair accessible. For physical accessibility, national building and accessibility regulations, among other things, play a role.

But it does mean that organisations must look ever more critically at the way people find, understand, book and use their services.

Accessibility covers the entire customer journey

A common mistake is to view accessibility as a single part of a business. Having an adapted room, for example, is valuable. But what if a guest cannot find the room online? Or if the information about the dimensions is missing? Or if a traveller is told over the phone that the room is accessible, but upon arrival it turns out that the bathroom is not suitable for their situation?

Then the accommodation may be technically accessible, but the experience is not. That is why at Accessibly Yours we look at the entire travel and guest experience.

From: searching → informing → booking → travelling → arriving → staying → participating → departing

At any moment, accessibility can make the difference between “I’ll book” and “I’ll keep looking”.

The rules are also clear in aviation

European rules have existed in aviation for longer. EU Regulation 1107/2006 protects the rights of persons with disabilities and persons with reduced mobility during air travel. This includes, among other things, access to air transport, assistance and support during the journey.

The same development can be seen here: accessibility is increasingly viewed as a right and a quality standard, rather than an extra service that is only offered when someone specifically asks for it.

Why this is important for your organisation

Legislation is one side of the story. The commercial development is at least as important.

Worldwide, more than 1.3 billion people live with a significant disability. Added to this is a rapidly growing group of older people who may need, for example, a lift, short walking distances, accessible sanitary facilities, assistance or reliable information while travelling.

These people do not want to travel any less. Above all, they want to be sure that they can. When that certainty is lacking, they are likely to choose a different accommodation, travel organisation, airline or destination. Accessibility is therefore not just a compliance issue. It is also a matter of: reach, trust, guest experience and revenue.

From a tick box to trust

More and more organisations communicate that they are “accessible” or “inclusive”. But for a traveller, such a claim says little in itself.

How accessible is accessible?

A traveller wants to know if the information is correct. Whether the promised facilities actually exist. Whether staff know how to act. And whether the entire experience meets their needs.

That is precisely the role of Accessibly Yours. We help hospitality and travel organisations not only to arrange accessibility properly on paper, but to deliver it in practice. We test and audit the entire experience, identify areas for improvement, and help organisations make accessibility a structural part of their service provision.

And organisations that meet our high standards may be eligible for the Accessibly Yours Certified mark.

A recognisable sign for travellers that accessibility is not simply claimed, but has actually been assessed.

The future is clear

European legislation will continue to develop. At the same time, the market is changing: the group of travellers who need accessible, reliable and inclusive services is growing.

The question is therefore no longer just: “Should we be accessible?” The better question is: “How can we ensure that travellers know we are truly accessible and choose us?”

Because accessibility is ultimately not just about rules. It is about people who want to travel, stay, discover and enjoy. Without having to doubt in advance whether their journey is possible.

And for hospitality businesses, that means a clear opportunity: make accessibility part of your standard, expand your reach and become the organisation that every guest can choose with confidence.