INCLAVI (Inclusive Aviation Curriculum) tackles a skills gap in the aviation sector. Many staff are not properly trained to support disabled passengers. This matters because of the EU's Strategy for the Rights of Persons with Disabilities 2021–2030, which calls for better accessibility and freedom of movement for disabled people. INCLAVI brings together major players from industry, the labour market, universities, and vocational colleges to solve this together.
What was the goal of this research?
INCLAVI aims to close the skills gaps that make travel difficult for disabled people and people with reduced mobility. This supports the EU's Disability Rights Strategy 2021–2030. The project partners worked together to create a training curriculum. It retrains airline, airport, and travel agency staff to support passengers on their whole journey, door to door. The people who benefit are disabled travellers, airport and airline staff, and the wider industry, through more inclusive and respectful air travel.
What method was employed?
INCLAVI mapped the door-to-door journey of passengers with reduced mobility. The project combined three sources of evidence: a review of existing research, interviews with experts, and interviews with passengers with reduced mobility in five countries. The team also ran staff surveys (approved by an ethics board) and reviewed existing training materials. This showed what training already exists and where the gaps are. Universities, vocational colleges, airports, airlines, and disability groups worked together to use these findings. Together, they created 40 training units. These were tested and approved before being used in practice.
What findings did we uncover?
BUas did research analyzing the current situation. By comparing staff surveys with interviews from experts and passengers, this work package found clear gaps in staff skills. Over half of the staff surveyed had never received training on supporting passengers with reduced mobility. Interviews also showed recurring problems: staff often struggled with empathetic communication, did not understand the different types of disability, and did not know how to offer emotional support during the journey. These findings led directly to INCLAVI's main result: a free online curriculum with 40 training modules. This training helps staff better support passengers with physical, sensory, cognitive, and hidden disabilities. Universities, vocational colleges, airports, and airlines all helped create it, and it is now available across Europe.
Who is the project team?
Jos van der Sterren
Jelena Farkić
Simone Moretti
Brigitte Ars
What is the timeline of this project?
October 2022 - October 2025
Who are our main collaborating partners?
Haaga-Helia University of Applied Sciences (project leader), ENAT - European Network for Accessible Tourism, IATA Spain office, iGA Istanbul Airport, Özyeğin University.
