Travel Experiences

"Ma'am, would you like help with your bag?"

I was recently boarding my flight back to Amsterdam from Delhi when the stewardess asked me this question that I’d almost brushed off. It wasn’t the usual “welcome aboard”; she was actually offering to lift my cabin bag into the overhead bin. I said yes. Seconds later, all was done. No fuss. No silent panic about holding up the line.

As someone who usually needs help lifting bags overhead, the boarding process can feel slightly nerve‑wracking. Sometimes a fellow passenger jumps in to help; at other times, not. Either way, it’s not fully seamless.

Why is this important? Think about people with similar experiences:

The passenger with an injured shoulder who can’t reach overhead

The pregnant traveller who can’t safely lift weight above her head

The person recovering from surgery who looks “fine” but has hidden limitations

Airlines do ask about accessibility needs — mostly only in the context of wheelchairs. What if the question was broadened in scope or catered to the different needs of different people?

In the above example, whether it was policy, instinct, or just kindness, her offer to help made such a difference. I was at ease, the boarding line kept moving, and my loyalty to the airline deepened.

Building in accessibility can be a strong lever to grow loyalty and lasting consumer relationships. We all know the power of it, and do think massive strides have been made compared to just a decade ago. Yet plenty of opportunities still exist, especially in daily activities - think apps, signage, hospitality, food, travel, and so much more. 

⚡ Passionate about building strategies and cultures that are accessible and inclusive. Do connect for an exchange of ideas. 

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