Travellers who need accessibility support say South Africa’s airlines are failing them - turning routine flights into stressful, confusing and sometimes unsafe experiences.
The problem was exposed when national deaf rugby players were left stranded after their FlySafair flight was diverted to Cape Town due to a technical outage at Gqeberha airport.
The airline apologised, but the incident underscores a bigger problem: the country’s aviation system is still not fully accessible to deaf and hard-of-hearing passengers.
Yuvini Gounden, a deaf professional and representative of Convo South Africa, a company providing communication services for people with hearing and/or speech disabilities, shared her own experiences navigating air travel.
“Airlines and airports can take real-time actions to reduce stress, confusion and safety risks for deaf passengers during disruptions,” Gounden said.
“Immediate access to on-demand SASL interpreters via mobile devices or airport kiosks would allow passengers to communicate directly with staff during gate changes, delays, baggage issues, or emergencies. Visual updates on TV screens, apps, or WhatsApp through pre-recorded SASL videos would also help ensure timely communication.”
She also recounted an incident in October 2025, when she missed her flight at OR Tambo International Airport due to miscommunication about the boarding gate, despite having checked in early.
“Staff were unable to communicate effectively and I had to rely on gestures, typing on my phone and written notes. I ended up paying amendment fees for a business-class seat because it was the only seat left, something that left me questioning whether I was being penalised for being deaf and unable to hear audio announcements,” she said.
Gounden says the situation worsened on her return flight that day, when severe weather caused multiple failed landing attempts. Without SASL-accessible communication, Gounden said she felt unsafe, anxious, exhausted and vulnerable.
“These experiences highlight that real-time, accessible communication in SASL is not a luxury; it is essential for safety, dignity and equal access,” she said.
“Airlines and airports need formal accessibility policies, staff training in deaf culture, SASL interpretation across all customer touchpoints and clear protocols for emergencies and disruptions. Without systemic change, deaf and hard-of-hearing passengers will continue to face confusion, anxiety and unequal access to services,” Gounden said.
Chelsea Williamson, the manager, also highlighted the broader challenges of accessibility and inclusion.
“What I can say is that accessibility isn’t a nice-thing-to-have. It’s a fundamental human right. We’re in 2025 and still living in a form of segregation where people with disabilities aren’t an afterthought; they’re not thought of at all. It has to change. We can’t keep waiting for inclusion to happen on its own.”
“In South Africa, 98.9 percent of people with disabilities are unemployed and 75 percent of children with disabilities have no access to education. We call ourselves a rainbow nation, yet we continue to exclude a huge part of our population. We need to start enforcing legislation and building systems that allow every person to access their rights.”
anita.nkonki@inl.co.za
Saturday Star