Accessibility and site help

Accessibility commitment 

British Airways is committed to ensuring digital accessibility for all users, including people with disabilities. We aim to provide inclusive, usable, and accessible digital services across all customer experiences. 

Scope of this statement 

This accessibility statement applies to:

• The ba.com website  
• British Airways iOS and Android apps 

WCAG 2.2 AA

We assess our services against WCAG 2.2 AA.  Our approach aligns with recognised international standards that underpin accessibility regulations around the world, including EN 301 549 in the EU and Section 508 in the United States.

As part of our transformation programme, the ba.com website is currently in the process of transitioning to a new platform. While we’ve worked to improve the accessibility standards on our legacy platform, an inclusive approach has been taken during the transition to our new platform.   

As such, all areas of the new ba.com website have been built to meet the needs of our disabled customers and the standards set out in WCAG 2.2 AA. 

There are some parts of ba.com that haven’t moved from the legacy platform to the new one yet. Some of the pages and features that haven’t transitioned yet may not meet the standards set out in WCAG 2.2. AA.  

Description of the service and accessibility approach 

Our digital services are designed to be: 

• Perceivable – our content is available in multiple formats 
• Operable – our site is usable with keyboard and assistive technologies 
• Understandable – we have clear navigation and consistent structure 
• Robust – we’re compatible with screen readers and modern browsers 

Examples of accessibility features include: 

• Screen reader compatibility 
• Keyboard navigation support 
• Resizable text and responsive layouts 
• Alternative text for images  
• Clear headings and navigation structures 
• Use of inclusive design processes 

We recommend these combinations of browsers and assistive devices to make sure you get the best experience. Always use the latest version of your browser and assistive device: 

• NVDA (desktop screen reader) – Recommended browser: Firefox 
• VoiceOver on iOS (mobile screen reader for Apple devices) – Recommended browser: Safari 
• TalkBack (mobile screen reader for Android devices) – Recommended browser:  Chrome 
• Windows Magnifier or Apple Zoom (screen magnifiers) – Recommended browser: Edge/Safari 
• Windows High Contrast – Recommended browser: Edge 

Adjusting your settings

There are several things you can do to make it easier to use websites. AbilityNet shows you how to customise your device to suit your specific needs.

Roadmap to improvements  

We’re actively working to improve accessibility across all our digital services to ensure everyone can use them.  

What we’re already doing: 

• We run regular audits across our website and apps 
• We hold weekly design reviews with an external agency to support inclusive design 
• We actively involve people with lived experience of disability in the research, design and development of our digital products, including the British Airways Access Advisory Panel. A representative proportion of our research and user testing respondents will have a range of disabilities. Our approach is grounded in the principle of “nothing about us without us,”. 
• We support all teams with training and documentation, focused and ad hoc support and expert guidance from partner agency GAIN 
• We mandate the use of our global experience language, BAgel
• There’s remediation work currently under way on the following areas: 
  • Improvements to the customer experience in the ba.com iOS and Android apps 
  • Issues raised in the most recent booking experience audit on ba.com 

Our approach 

We’re embedding accessibility into:  

• Research and discovery processes 
• Design and development processes 
• Supplier delivery requirements 
• QA and release governance 

Ongoing monitoring and updates 

We regularly review and update this statement to reflect our current accessibility status.

Updates will be made:

• When significant improvements are delivered 
• Following audits or regulatory reviews 

Feedback and contact information

We welcome feedback on the accessibility of our digital services.

If you encounter digital accessibility barriers, please email us.

We aim to respond within 30 working days.

This email address is only for people experiencing digital accessibility problems on our website or apps. 

If you are travelling with a disability and would like to contact our Accessibility Team, please visit our help and contact page select the contact channel most suitable to you.

For all other flight and travel related queries please head to the telephone numbers and address page and find the appropriate way to get in touch.

Technical information and assessment 

This statement is based on: 

• Internal accessibility reviews 
• External audits (where applicable) 
• Automated and manual testing 

Testing includes: 

• Screen reader testing 
• Keyboard navigation testing 
• Cross-browser/device validation 

Statement metadata 

• Statement created: 6 July 2026 
• Next planned review: Ongoing