For many Disabled travelers, the thought of a long-haul flight often brings concerns about accessibility and comfort.
However, Air New Zealand is changing that narrative, earning recognition as the most disability-friendly airline in the world by prioritizing inclusivity and exceptional support for passengers with disabilities.
According to cntraveller.com, concerns about pressure sores, deep vein thrombosis, inaccessible bathrooms, and the safety of your wheelchair make the prospect intimidating, even for the most frequent flyers. With this in mind, many Disabled flyers discount the far reaches of the world, surmising that the reward isn’t worth the risk. Even our bucket lists shrink to destinations that don’t place needless strain on bodies, equipment, or wallets. When it comes to long-distance flights, there is a lot to unpack before booking.
Over the years, a plethora of problems have arisen when I have taken to the skies for either pleasure or work. Be that damage to my body – urine infections from dehydration – or my equipment – broken wheels or lost power attachments – it knocks my confidence every time.
As founder of Rights On Flights, a campaign challenging the aviation industry to support Disabled travellers, I advocate that one most powerful – and affordable – changes an airline can make is through the staff. Knowing that the policies behind the practices used to accommodate Disabled travellers is informed by people with lived experience, or at the very least a deep-set dedication to inclusivity, may well be the passport to equitable travel we have long been waiting for.
Ed Collett, Air New Zealand’s senior aircraft programme manager and chair of Air New Zealand Enable Disability Resource Group, is one of these people with lived experience of Disabled travel and a commitment to changing the attitudes within aviation. As the father of two children with disabilities (one a wheelchair user with cerebral palsy and another who has autism), Ed is acutely aware of the challenges Disabled travellers face. In short, he “gets it” – which, in a world built without Disabled people in mind, is intensely reassuring.
Known globally for its world-class safety record and unusual approach to standard procedures (such as its iconic Lord of the Rings-themed safety video), the boutique airline has a reputation for doing things differently. So, when I boarded my thirteen-hour flight from Los Angeles to Auckland, I was curious to discover just how Air New Zealand would approach accessibility.
I immediately noticed the warm welcome and helpful approach of the airline staff – a marked difference from the blank stares I typically receive when requesting any form of assistance. Then, in an act that felt more valuable than any upgrade, the cabin manager, Vicky, carefully packed my manual wheelchair and battery-powered attachment into a dedicated onboard cupboard. Her confidence in handling mobility aids and understanding my requirements struck the perfect balance of assistance without being infantilising. I took off with a peace of mind I hadn’t experienced since my pre-paralysis days. As I celebrated with a complimentary glass of Champagne, I wished this was the norm for all of us, always.
During the flight, the crew went above and beyond at each stage. For example, unprompted, they informed me that an aisle chair was ready for use whenever I needed it. They also explained that the plane was equipped with a larger, more accessible bathroom. This is a novelty for me – I am often met with pure confusion when I ask after this seemingly simple human right. During one long-haul flight, I was even told there was no aisle chair on board and that I would have to make my way to the toilet, which meant dragging myself along the aisle, or wearing a nappy. Another time, an empathetic flight attendant carried me to the toilet himself as there was no aisle chair on board.
Freed somewhat from my usual bathroom-related anxieties, I allowed myself the luxury of enjoying the in-flight meal, a profound experience for someone accustomed to managing the discomfort of inaccessible in-flight facilities by starving and dehydrating. I rest easy, waking every few hours to pressure-relieve and move my legs to avoid blood clots forming due to inactivity.
Upon landing in Auckland, my wheelchair was reassembled with care, and I was assisted to the domestic terminal for the next leg of my trip. While the smaller aircraft to Queenstown couldn’t accommodate onboard storage for my equipment, it was transported in the hold without incident. I arrived on the other side of the world with everything intact, an experience that, sadly, is still far from standard in air travel.
While the processes that were followed on the journey weren’t unique, the care with which they were conducted certainly was, and often this is what matters most. “Air New Zealand’s approach to accessibility stems from a deeply ingrained cultural ethos,” Collett explained effusively when we met in person at the Air NZ HQ in Auckland, a week after my flight. “At its heart lies ‘manaaki’, a Māori principle of respect, care, and hospitality. Manaaki drives everything we do. It’s embedded in our training, our culture, and our approach to accessibility.”
This ethos is evidently more than corporate jargon; it’s personal. His professional mission is deeply intertwined with his own experience. “I feel a responsibility to ensure the aviation industry becomes a more inclusive space for everyone,” he says. Ed asked for feedback on my journey for internal staff training purposes – a bold move given my reputation for publicly holding airlines to account. While many airlines have labelled my advocacy efforts inflammatory, Collett welcomes me with open arms.
“I recognise the aviation industry has a long way to go,” Collett admitted. “But Air New Zealand is committed to listening, learning, and leading by example. And as a father, I feel it is my job to ensure I do everything I can for my children, to ensure that the world is a better, more inclusive place. I feel that personal experience with accessibility can profoundly influence one’s professional approach. Lived experience of disability leads to a deeper understanding and empathy of the challenges faced by individuals with disabilities.”
One initiative Collett has helped design and deliver is Air New Zealand’s upcoming in-flight entertainment system, designed with accessibility at its core. The groundbreaking new system, set to launch within six months, features a simplified interface, personalisation options, and screen readers to cater to passengers with vision, auditory, motor, or neurodivergent needs. Developed in collaboration with organisations such as Deaf Aotearoa and Blind Low Vision New Zealand, the system is universal design in action and a Disabled-led solution creation. Other accessibility initiatives include adopting the Hidden Disabilities Sunflower Lanyard programme with Auckland Airport, and spearheading the world-first New Zealand Sign Language flight, where all cabin crew onboard used NZSL to communicate, including signing the in-flight passenger announcements.
On the ground, the airline is also doing the work, bringing in Disabled people through inclusive employment initiatives. Project Employ, for example, supports young adults with disabilities by providing them with meaningful and paid opportunities within the corporation. Another initiative is the Flourish Café, an onsite cafe that offers young people with intellectual and learning disabilities employment.
Clearly, this airline is targeting new benchmarks for inclusivity. Ed doesn’t shy away from his aspiration for Air New Zealand to take the long-awaited mantle of the most accessible airline in the world – a title yet unclaimed. For Disabled travellers who have long weighed the risks of long-haul flights against the rewards, Air New Zealand offers something extraordinary: the reassurance that our needs are not just accommodated, but anticipated and treated with care and respect.
While carriers like Delta and Cathay Pacific have made strides with dedicated accessibility teams and innovative seating options, Air New Zealand’s holistic approach, grounded in empathy, inspired by lived experience, universal design principles, and improved Disabled employment, enables them to set a new standard. By integrating the magical touch of Manaaki into every facet of its operations, they may just claim the elusive title of world’s most accessible airline soon.
