For many travelers, mobile check-in is fast and convenient. But for those of us who use screen readers, that convenience can disappear in an instant.
I'm blind and use a screen reader daily. I write about accessibility not from a technical lens, but from the real-world perspective of someone navigating everyday tasks with assistive tech.
In this post, I'll share what happened when I tried to check in for a flight on an airline's mobile website—and why these failures are more common than you think.
Like most travelers, I got an email inviting me to check in for an upcoming flight. I opened the airline's mobile site on my phone, expecting a quick process. But what should've taken two minutes turned into a frustrating series of barriers—none of which would affect a sighted user.
The first problem appeared immediately: incorrectly labeled form fields. My screen reader didn't say "Last Name" or "Confirmation Number." Instead, it simply announced "edit text" with no context.
I had to guess which field was which. Once I got past that page, I encountered an even bigger issue.
After entering my details, I tried to tap the "Continue" button. It looked like a button—but it wasn't coded as one.
Because it wasn't a proper HTML element, my screen reader couldn't activate it. I tapped repeatedly, but nothing happened. Eventually, I gave up and switched to a desktop browser, where I managed to complete check-in with even more trial and error.
This type of barrier happens constantly when mobile sites are designed visually but not tested with assistive tech.
On other airline sites, I've run into broken dropdowns and calendar widgets that leave me stuck. I can hear the field exists, but I can't interact with it. No keyboard support. No screen reader support. No way to continue.
When your entire travel process depends on completing check-in, these moments aren't just frustrating—they're a failure of digital inclusion.
The Air Carrier Access Act (ACAA) requires airlines to deliver accessible services, but meeting regulatory standards alone doesn’t guarantee a seamless digital experience for travelers with disabilities. The U.S. Department of Transportation reports that people with disabilities took more than 27 million trips in 2019, and since then, accessibility-related complaints in air travel have more than doubled.
When an airline’s check-in site is inaccessible, it’s not just a technical issue—it represents a significant breakdown in customer service and digital inclusion.
If you're designing or testing airline check-in experiences, here's what you need to prioritize:
Want a quick reference for evaluating your airline's mobile site?
Checklist:
Start here: Making a Hotel Reservation as a Blind Guest
Next post: Using an Airline Mobile App as a Blind Traveler
If your digital experiences create the same barriers repeatedly, even after audits, it may be time to rethink your approach.
UsableNet Assistive supports continuous accessibility with fewer internal bottlenecks. To learn more, contact us.