Editorial Note — Soraya Alcalá
Avianca’s continued investment in accessibility reflects a clear operational priority: ensuring that every passenger can travel with confidence and dignity. The volume of requests supported in 2025 confirms a sustained commitment to inclusion across the region.
© Soraya Alcalá · Original Editorial Note
Avianca supports more than 980,000 accessibility requests across its network
MIAMI, —
In recognition of Global Accessibility Awareness Day (GAAD), Avianca, part of Abra Group, reaffirmed its commitment to building a more accessible, inclusive and empathetic travel experience. With more than a century of history, the airline continues advancing efforts to remove barriers and help ensure air travel is a realistic and comfortable option for all travelers.
Avianca’s 2025 Accessibility Performance
The company’s accessibility strategy is developed through a cross-functional approach in collaboration with strategic partners, prioritizing safety, regulatory compliance and the implementation of reasonable accommodations. This framework is guided by key principles including continuous improvement, universal design, cost efficiency and collaboration over competition.
Delivering measurable impact
In addition, Avianca supported more than 980,000 accessibility requests in 2025. Meanwhile, more than 830,000 involved mobility-related support, while the remaining requests were associated with assistance for travelers with visual, hearing or intellectual disabilities, neurodivergent conditions, or service dog support.
“At Avianca, we view accessibility as a cross-functional commitment and an ongoing journey of improvement. That is why we continue strengthening our internal capabilities by building awareness, training our teams, refining processes, and advancing technology and infrastructure solutions. The goal is to help more people travel with greater autonomy, confidence and dignity,” said Michael Swiatek, Chief Accessibility Officer at Abra Group.
22 initiatives to transform the travel experience
Over the past year, Avianca implemented 22 initiatives aimed at strengthening accessibility across five key areas: awareness building, internal training, process adjustments, technology, and infrastructure. More than half of these projects directly enhanced the passenger experience through high-impact, cost-efficient solutions.
Under the internal training and empathy pillar, several key milestones stood out:
- Hidden disabilities inclusion: More than 3,200 airport agents and cabin crew members were trained under the Hidden Disabilities Sunflower program.
- Voluntary awareness training: More than 4,200 employees voluntarily participated in virtual training focused on neurodiversity and intellectual disabilities.
- Compliance and international standards: 48 Complaint Resolution Officials (CROs) were trained on U.S. regulations and specialized customer service protocols.
- Safe mobility: Partnership with the Open Doors Organization to deliver in-person training on the technical and respectful handling of wheelchairs and assistive devices.
- Barrier-free communication: Pilot training program in Colombian Sign Language (LSC), developed in partnership with FENASCOL, which certified the first 23 employees.
Co-creation for the future
As part of its continuous improvement policy, Avianca has maintained an External Accessibility Committee for the past four years, composed of people with disabilities, expert organizations and airline leaders. The value of this platform is reflected in the fact that 36% of the initiatives completed in 2025 originated directly from this ongoing social dialogue.
Expanded Services for Passengers With Diverse Needs
For Avianca, accessibility is not a final goal but an ongoing, dynamic process. The company will continue embedding inclusive solutions into its operational DNA, reinforcing the view that the future of aviation must first and foremost be a space where all passengers can travel with equal dignity and comfort.
