Rethinking Air Travel for Passengers with Reduced Mobility

Ground Support Worldwide spoke with Brett Heising, principal of Phoenix-based BH Accessibility Consulting, about his team's work to improve air travel for passengers with reduced mobility (PRM). Heising, who navigates the world using a wheelchair, brings both personal experience and professional insight to helping airlines, airports, and ground support providers better serve this growing customer segment.

GSW: Could you start by sharing your story and how you came to focus on accessibility in travel?

Heising: My path has been anything but traditional. I graduated from Ohio State University with degrees in journalism, public relations, and political science. Back then, if you’d told me I’d someday run a company focused on travel for people with disabilities, I’d have said, “No way, I’m going to be a journalist and PR guy.”

But as I built my corporate career, I traveled frequently for work. Over time I noticed a troubling trend: Roughly 80 to 85% of the time, even with a corporate travel department booking my trips, I would not get the accessible hotel shower I needed.

On vacation, that might be an inconvenience. On a business trip, it’s a deal-breaker. If you’re trying to project a professional image and meet clients - many of whom may never have worked with someone in a wheelchair before - showing up looking disheveled because you couldn’t shower properly undermines your ability to earn a living.

For context, I was born with cerebral palsy, which affects my stamina. I can walk short distances on crutches at home, but for everything else I use a manual wheelchair - my “freedom machine.” Early in my career, there weren’t many people with disabilities in corporate America, so these barriers were even more isolating.

By 2012, I came home to my wife and said, “I’m going to do something nuts.” I left corporate America to launch BrettApproved.com, a travel and entertainment website where people with disabilities could review hotels, restaurants, and venues in real time. We developed the “Brett Score,” a 1–10 scale indicating accessibility. It spared travelers from having to call hotels and explain their entire situation just to reserve an accessible room.

We raised $1.1 million in funding and were true trendsetters. But like many startups, we couldn’t survive Covid-19. After the pandemic, we rebranded as Brett Heising Consulting, focusing on training and strategy for airlines, airports, and hospitality providers. My passion remains the same: enabling people with disabilities to travel confidently.

When you consider that 64 million American adults have some type of physical disability, and 77 million baby boomers are aging - 36 million of whom already have mobility impairments - the stakes are huge. People with mobility challenges still want to go places and do things. My goal is to help them do that without being defined by their disability.

GSW: How has the PRM segment evolved since you first entered this space?

Heising: When we started around 2012–2013, there wasn’t much mainstream discussion about PRMs in airports and airlines. The Air Carrier Access Act actually predates the Americans with Disabilities Act by four years, but that didn’t mean widespread awareness.

Think about how large airports are today. Even someone who doesn’t use a wheelchair but has limited stamina faces long distances with few opportunities to rest. That’s one of the biggest challenges for PRMs - just navigating the space.

The biggest change I’ve seen is increased awareness by airports and airlines. Awareness alone isn’t a solution, but it’s the first step. There’s a saying in the independent living movement: “Nothing about us without us.” More and more, I see airports and airlines sitting down with people with disabilities to ask, “What can we do better?”

We’re still far from perfect, but the effort matters. People with disabilities understand that things won’t always go smoothly, but what we value is genuine effort. Airlines like Alaska are doing notable work in this space, and others are following suit. We’re starting to see the industry coalesce around identifying pain points and addressing them together.

GSW: What specific steps can airports, airlines, and ground support providers take to improve the PRM experience?

Heising: First, bring in expertise. That’s the core of what we do at BH Accessibility. Whether you’re an airport, an airline, or a ground-handling company, hiring an expert ensures your people understand not just the regulations - like the Air Carrier Access Act - but also the human factor.

My business partner, Liz Pond, spent more than 20 years in the airline industry. Together, we help organizations go beyond “checking the box.” We train everyone from gate agents to baggage handlers to understand who they’re serving.

For example, mobility devices aren’t just luggage. My wheelchair is custom-polished titanium and cost over $10,000 out of pocket a decade ago. I don’t have a spare in the garage. Treating it like Samsonite isn’t an option.

I also understand airports are chaotic environments. Everyone is trying to turn flights quickly and maximize revenue. But investing in customer service training benefits the bottom line: faster, smoother boarding for PRMs, less damage to medical equipment, and more loyal customers.

People with disabilities are paying customers with growing spending power. I’ve never received a discount on a flight or hotel because of my disability. In fact, I can’t risk budget carriers or low-tier hotels. I need the best to ensure accessibility. So if an airline or airport makes me comfortable, I’ll keep opening my wallet.

GSW: What are the main obstacles preventing inclusive travel for PRMs?

Heising: They’re numerous. Some travelers, like me, were born with disabilities and have learned to navigate the system. Others are newly injured and their world is suddenly upside down. They may have no idea how to travel with a wheelchair or other equipment.

Take the aisle chair used to transfer passengers onto aircraft. For people with spinal cord injuries, it can be an undignified and even risky experience. If staff aren’t well-trained, injuries can occur during transfers - bruises, broken bones - without the passenger even realizing it at the time. Stories like these put a human face on the statistics.

Even well-meaning airport signage can be confusing. We see “area of refuge” signs. What does that actually mean? If a PRM sits there feeling overwhelmed, does anyone know they’re there? Is anyone coming to help? Without ongoing education, efforts like this fall short.

At its core, everything comes down to reducing anxiety at every touchpoint. Traveling is stressful even under the best circumstances. For PRMs, that stress is magnified by concerns about their equipment, transfers, and the unknown.

GSW: You’ve emphasized training. How would you describe the state of training today?

Heising: There are many good companies offering training, including us. Some focus primarily on compliance with the Air Carrier Access Act, which is important. We focus on the human side - empathy and compassion versus sympathy.

I don’t want sympathy. I want compassion and understanding. Training has to stick so that when a ground handler is in hour 11 of a 12-hour shift and a complex power chair comes down the ramp, they pause, breathe, and remember the training.

And if they’re unsure, just ask. The passenger on the plane knows their equipment best - its quirks, its weak points, how to handle it safely.

Here’s a quick anecdote to illustrate why empathy matters. Early in my career, I had a wheelchair with handles. At a networking event, I was talking to someone when I suddenly started rolling backward. A man behind me had grabbed my chair and moved me a few inches to make room, without saying a word.

He meant no harm, but I explained it was like picking up an able-bodied person and moving them without asking. It blew his mind. That’s why my current chair has no handles. It’s about personal space and autonomy. These are the kinds of insights we bring to training.

GSW: Looking ahead, what’s your vision for the future of accessibility in travel?

Heising: I’m passionate about universal design - creating environments that work for everyone from the start. The Americans with Disabilities Act, passed in 1990, was landmark civil rights legislation. But we need to go beyond ADA compliance toward universal design principles.

Take hotels. Right now, in a 100-room hotel, one room has to have a roll-in shower. One. For someone like me, a tub with grab bars is useless. What if every room were designed to be accessible? It would increase occupancy, revenue per available room, and guest satisfaction.

I tell hoteliers all the time: You have a mandated inventory of accessible rooms, but you don’t market them. You’re leaving money on the table.

The same goes for stadiums, restaurants, and especially aircraft. The average commercial aircraft stays in service for nearly 30 years. From concept to retirement can span decades. So when designing new aircraft, let’s plan for accessibility from the outset.

I once rode the Eurostar train between Paris and London, for a business meeting, instead of flying. I often joke that the onboard lavatory was bigger than my first apartment in Scottsdale. That’s what’s possible. My dream is that one day every mobility device stays in the cabin of the aircraft, just as eyeglasses or canes do.

I’m realistic; this won’t happen overnight. But age finds us all. Someday, every able-bodied traveler will face mobility limitations. When that day comes, you’ll care deeply about how far the ticket counter is from the gate and whether the lavatory on the aircraft is usable.

In the meantime, more seating and areas of respite within airports would be an immediate improvement. Over the next 50 years, I’d love to see universal design become the standard for hotels, aircraft, and public spaces. The ultimate goal is that a child born with a disability decades from now won’t have to think twice about traveling, they’ll just go.

GSW: For airlines, airports, and ground handlers eager to take action, how can they connect with BH Accessibility Consulting?

Heising: The best way is through our website, BrettHeising.com. There’s an intake form that helps us understand your needs - whether it’s training for staff, keynote speaking at a corporate event, or building a long-term accessibility strategy.

You can also email me directly at [email protected] or my business partner Liz at [email protected]. We’ll work with you to create measurable KPIs - like reduced wait times or fewer equipment damages - so you can attach real dollar value to improving dignity and service for PRMs.

One of the greatest joys of my work is seeing skeptics in the audience have that “aha” moment during a presentation. But that moment has to translate into action. We give our clients the tools to make that happen.

GSW: Any final thoughts for our readers in the ground support community?

Heising: Everyone plays a role in what I call the “symphony of travel.” Ground handlers, airport personnel, airline staff - we can’t do this without you.

I’ve never received a discount because of my disability. I’m a paying customer. And I represent a demographic whose numbers and spending power (people with disabilities spend billions on travel per annum) are only growing. By investing in training and understanding today, you’re not just complying with regulations, you’re building loyalty, revenue, and a better travel experience for everyone.